Ed Sheeran: Wembley Stadium ticket-holders denied chance to attend gig after company error

Some fans were informed on the morning of the concert that their tickets would not be arriving and they would instead be receiving a full refund

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The Independent Culture

Ed Sheeran’s highly-anticipated trio of gigs at Wembley Stadium this weekend have been sold out for months, but some fans have been left reeling after being informed they would not be seeing the Photograph singer live due to a ticketing issue – on the day of the concert.

A “late dispatch” issue has seen a number of fans who bought their tickets through Get Me In, an online ticket marketplace run by Ticketmaster, waiting as late as Friday for their tickets to arrive for this weekend’s shows, despite having bought them before Christmas.

But others, due to see the star on Saturday night, were instead informed on the morning of the concert by email that their tickets would not be arriving and they would instead be receiving a full refund.

Lynn Dudley, from Eastbourne, told The Independent a friend of her daughter had booked five tickets for the Saturday night gig last November as Christmas presents, and had been chasing the tickets every day since last week.

“They spoke to her on the phone and said they would definitely be there by [Friday],” Dudley said, explaining she had been forced to cancel a hotel booking in London due to the issue.


“[Get Me In] has said we’re getting a full refund but actually, at this stage, nine months later, we’d like to have some kind of compensation.

“We have made a complaint but it takes three days for them to reply, three to 15 working days for a refund, but they’ve had the money for nine months so we’re upset.

“It’s ruined the whole weekend,” she added.

People took to Twitter to complain to Get Me In. One user claimed to have “spent a fortune” on the weekend after having booked flights from Ireland and accommodation in London for the gig, while others travelling from across the UK were worried their tickets would not arrive before they were due to catch their trains to London.

A spokesperson for Get Me In said the issue had arisen over the “late dispatch” of the Ed Sheeran tickets from the promoter to the customers who had bought the concert tickets when they first went on sale.

Get Me In is a marketplace where people can buy and sell live entertainment tickets, meaning the late dispatch by the promoter left the sellers an inadequate amount of time to send their tickets to the new buyers, the spokesperson said.

 “Due to the late dispatch of Ed Sheeran tickets, we have been working around the clock to ensure that the tickets are being delivered to fans in time for the shows,” the spokesperson said. 

“Through our resale marketplaces Get Me In and Seatwave we are committed to ensuring consumers can buy tickets in a safe, transparent and lawful environment,” they added, explaining that the company “offers a layer of consumer protection that is unmatched anywhere else in the industry”.