Edinburgh Festivals Ticketing FAQs

Edinburgh Festivals Ticketing Help

 

Contacts and Support

How do I contact the web team?
help@edinburghfestivals.co.uk – for all technical and ticketing issues. Please note that we will respond to queries from 8:30 am to 6pm GMT on weekdays only.

info@festivalsedinburgh.com – for general queries, suggestions or improvements. Our official operating hours are 9:00am- 5pm GMT on weekdays only.

What are the ticketing support hours?
The team is here Monday – Friday 08:30 – 18:00 GMT. If you contact us when the office is closed, we’ll deal with your enquiry as soon as we can. If your query is regarding an event you have booked through the Edinburgh Festivals website and your query is after these hours, please contact the venue directly and they will be able to assist you.


How do I contact the venues directly?
General venue contacts are detailed on the venue pages. In addition, if you have bought tickets, the box office information for that supplier is included on your ticket booking confirmation email.

Individual festival box office numbers are as follows:
Edinburgh Festival Fringe Society: +44 (0)131 226 0000
Edinburgh International Festival: +44 (0)131 473 2000
Edinburgh International Book Festival 0845 373 5888
Edinburgh Art Festival: +44 (0)131 226 6558
Edinburgh Jazz and Blues Festival +44 (0)131 473 2000
Edinburgh Mela: +44 (0)131 473 2000
Royal Edinburgh Military Tattoo +44 (0)131 225 1188
Scottish International Storytelling Festival +44 (0)131 556 9579
Edinburgh’s Hogmanay +44(0) 141 564 4200
Edinburgh International Science Festival +44 (0)131 553 0320
Bank of Scotland Imaginate Festival +44 (0)131 228 1404

Is there a phone number I can call if I have a problem?
We do not currently have a dedicated ticketing queries phone line, but if you email help@festivalsedinburgh.com we will deal with this as swiftly as possible. Please include your phone number in your email so that we can contact you.

Buying Tickets

What can I expect when I buy a ticket?
After selecting tickets to purchase using the event search, you will be taken to a shopping basket page, where you can review your order.
You can then proceed and purchase your tickets. If you are purchasing from more than one organisation, you will be presented with a separate screen for each transaction. If a system is equipped with ‘3D Secure’ (Verified by Visa/Mastercard Securecode), you will need to enter that password for every system that supports the ‘3D Secure’. Please note- EdinburghFestivals.co.uk is NOT allowed to keep your payment card details on file; this is a security measure and is a mandatory requirement.

Once the transaction is complete, you will be notified of its success, or notified of any failures to purchase. If your payment was successful, you will be will then sent an email containing confirmation of the order and also information on which box office to contact in case any problems arise.

Your website said an event was sold out but I got tickets from the venue directly. How is this possible?
Ticket availability changes frequently. This is normal, so an event might be sold out at 09:00 but a group return 50 tickets at 10:00 - those 50 tickets will then go back into general sale. At the suppliers’ request, we will from time to time remove events from sale. This will normally be the case if there is an additional customer care requirement – e.g. if only restricted seats are available – this is so that the venue can talk a customer through the exact restriction on a seat.

I wanted to have my ticket posted out but it wouldn't allow me to choose that option.
If you are purchasing tickets within one week of an event taking place, the despatch method is automatically collect at box office, in case your tickets do not arrive in time. If you have put another ticket for the same supplier (e.g. The Fringe or the Edinburgh International Book Festival) in your basket already, the delivery option is the same for all tickets bought through that supplier.

Why is postage different across the Festivals when the tickets are all being posted the same distance?
Venues charge a postage fee to cover their own postage admin at their own discretion, which varies from venue to venue. The fees on this site are exactly the same as the fees they charge on their own websites.

Why do some events have a booking fee and some don’t, even if they are at the same venue?
Each event is treated differently, even those at the same venue or supplier. Some promoters of events charge a booking fee and some don’t. Please be assured that we mirror the fees of the individual suppliers – so the price you pay on this site is the price you would pay if you bought directly through the venue.

Does the Edinburgh Festivals website charge a transaction fee on top of the venue fees?
No, we do NOT charge a transaction fee. We are NOT a commercial operation, so the price you see is the price you pay. No hidden fees.

Why do some events not have my concession available?
The price types you see on the site are fed to us from the supplier’s ticketing system. Each venue has a different set of price types and not all events have a concession price. The options you are presented are the same options as you would get at the venue itself. The exception is if you are part of a venue’s membership scheme – Edinburghfestivals.co.uk is not currently able to support organisations’ membership schemes in this way.

What is a seat type?
This is the place in the venue that you want to sit. This applies to reserved seating only.

Why will the website not post to non-UK addresses?
The Edinburgh Festivals and the City’s box office managers want to ensure everyone receives their tickets. It is often the case that tickets sent abroad go missing, so it is safer and more efficient for a customer to pick them up when they arrive in the City. Details of ticket pick up is included in your confirmation email.

I’ve put something in my basket, but I don’t want to buy it anymore. How do I get rid of it?
There is a little box next to your ticket selection in your basket. To delete an event, tick the box and then press on the delete selected events button.
 

How long can I leave my tickets in the basket for?
When you choose a performance date for an event, the Edinburgh Festivals website will ‘speak to’ the box office supplying that ticket and see if tickets are available. If tickets are available, you will be able to put them in your basket. HOWEVER these tickets ARE NOT reserved until you go through the payment process. So, if you put a ticket in your basket on a Monday, then try to buy it on the Tuesday, there is no guarantee that ticket will still be available 24 hours later. If it has sold out, you will be notified of this when you try and buy your ticket.

So, if you really want that ticket, buy it as soon as you can!

How are bookings fulfilled?
Ticketing on site is in real time. All bookings are routed from portal sites to the individual festival’s box office, so fulfilment rests with the selling festival and the ticket buyer is subject to the individual terms and conditions of that organisation. Once a booking is complete, an email is generated from our site and sent to you; this email clearly references the individual terms and conditions of sale and contacts for individual box offices.

It told me my transaction failed. Why did it fail?
Box office transactions fail occasionally due to an error either on the website or at an individiual system level. If you are presented with an error message, email us at help@edinburghfestivals.co.uk with a screen grab of the page, tell us which browser you are using and we’ll be able to see what happened behind the scenes. As there are multiple connections we’ll need to investigate and will respond to your issue as soon as we can.

How long can I leave the webpage when I’m in the buying process?
You have 10- minutes when you’re in the basket to complete your transaction. If you take longer than 10 minutes, the transaction will fail. This is a security measure that is implemented across all ticketing websites.
You are allowed 10 minutes on a Verified by Visa page until it expires and cancels your payment.
If you are in any doubt about your purchase, email us at help@festivalsedinburgh.com  with your question.
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After Sales

What’s the difference between my web booking ID and my booking ID on my email?
A web booking ID looks like this: 75C7-C0E4-8A16-EADF and refers to your entire transaction on the Edinburgh Festivals website.
This is the ID that you should quote if you’re emailing the Edinburgh Festivals team if you have any concerns.
A booking ID looks like this: 1611785 and is given to you from the supplying venue.
This is the number you should quote if you’re dealing directly with the venue about tickets you bought from them.
If you are buying across two different suppliers, you will have TWO booking IDs. These are included in the confirmation email.
 

I’d like a refund of my ticket, who do I contact?
You need to contact the supplier of the ticket. Their contacts are detailed on your confirmation email.

How can I find out the duration of the performance?
Contact the supplier of the ticket directly. Their contacts are detailed on your confirmation email. If we know the duration, we will include this on the site and in the itinerary planner.

How do I find out what shows I bought tickets for?
If you check your confirmation email, you will see the details of exactly what you bought for, who you bought it from and how much it was, plus the despatch method you chose and details of where to pick your tickets up.

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Terms and Conditions:

Each individual box office has their own set of Terms and Conditions. Please see the terms and conditions of the individual box offices below:

Edinburgh Festival Fringe

Edinburgh International Book Festival

Edinburgh International Festival

 

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