A Ticketmaster customer who was unable to access her tickets for a Def Leppard concert at the Glasgow Hydro on June 28, 2026, has been refunded after experiencing technical difficulties with the ticketing platform. The customer, Helen Breen, purchased two tickets for £132.40 to attend the event with her brother, who passed away the day before the concert.

Following her brother’s death, Breen attempted to resell the tickets through Ticketmaster’s official resale service but was unable to find a buyer. She subsequently decided to attend the concert alone in memory of her brother. However, when she tried to log back into her Ticketmaster account to download the tickets, she repeatedly received a message stating that her browsing activity had been paused. This issue persisted throughout the day and night, preventing her from accessing the tickets and ultimately causing her to miss the event.

Breen reached out to Ticketmaster’s customer service via email, but only received automated replies. A phone call to the company directed her back to email or the online chat feature, which required logging in—something she was unable to do due to the technical problem. She was also uncertain about her eligibility for a refund under the circumstances.

After the complaint was brought to public attention, Ticketmaster conducted an internal review of her case and agreed to refund the full purchase price as a goodwill gesture. Customers experiencing similar difficulties are advised to contact their ticket vendor promptly, retain evidence of all communications and errors, and follow the platform’s formal complaint procedure. If a refund is not granted and payment was made by credit card, consumers may consider requesting a chargeback through their bank, provided the transaction falls within prescribed limits. As a final recourse, disputes can be taken to small claims court.

The refund marks a resolution to a case complicated by both personal tragedy and technical issues in accessing purchased event tickets.