Svetlana
Don’t Be Misled by the Positive Reviews — See How They Handle Problems
Very disappointing customer service and a very poor way of treating a first-time customer. I made my first order with this company and accidentally entered the wrong email address. I contacted customer service immediately and asked them to correct it. I was told this was not possible. What makes the situation particularly frustrating is that they then sent an activation link to my correct email address, while knowing that the actual booking remained attached to the incorrect email and could not be amended. I explicitly explained that this meant I would not receive the booking confirmation. I therefore offered the obvious solution: cancel the order, since they had confirmed that the email address could not be corrected and the order could not be properly completed as it stood. Instead, I was told that I had to place and pay for a completely new order before they would cancel the original one. So, despite already having my money for an order they knew could not be properly fulfilled, their proposed solution was essentially: pay us again. I find this extremely poor customer service. The issue was caused by a simple typing mistake, and I was actively trying to resolve it. Rather than helping, they made the situation unnecessarily complicated and put the burden — and additional financial risk — entirely on the customer. I am particularly surprised because many reviews praise this company’s customer service. Based on my own experience, I cannot understand those comments. Customer service should be about finding a reasonable solution and helping the customer, not insisting on another payment when there is already an unresolved order sitting in the system. A very disappointing first experience, and certainly not how I expected a company to treat a new customer.
Response from Onward TicketOct 3, 2026
Hi Svetlana, We’re sorry to see that you were disappointed with the experience, but we’d like to clarify what happened. The email address entered when placing the order was incorrect, which is why the booking confirmation did not reach you. When you contacted our support team, we provided you with a direct link to access and download your ticket. Changing the email address on the existing order was therefore not necessary to access your booking, the email itself simply contains a link to our website where the ticket can be downloaded, and our team provided that link to you directly. The option to place a new order was offered only as an alternative if you specifically wanted the booking associated with a different email address, not because you needed to pay again to receive your existing ticket. We’re sorry this was not clearer during the conversation, but your original ticket remained available to you. Onward Ticket Support