Welcome to the Frequently Asked Questions section about Event Ticket and Travel Protection provided by Allianz. Here, you will find answers to the most common questions about the benefits of this assistance package and how to request support.
WHAT IS EVENT TICKET & TRIP PROTECTOR, WHO CAN PURCHASE IT, AND HOW DOES IT WORK?
Event Ticket & Trip Protection is designed to provide residents of Mexico who purchase their tickets through the Ticketmaster website or app travel assistance. If an unforeseen situation prevents you from attending your trip/event, this assistance allows you to recover costs associated with your ticket and a portion of your prepaid non-refundable trip cost (up to $4,000 MXN). It can be easily added during the purchase process by simply including it in your cart before completing the transaction. A full list of reasons can be found in the Terms and Conditions.
WHERE CAN I FIND MY CERTIFICATE NUMBER?
The certificate number can be found in your confirmation e-mail and on your certificate following your purchase.
HOW DO I KNOW THE COMPENSATION AMOUNT THAT I AM ELIGIBLE FOR?Please refer to your certificate summary benefits limits provided in your confirmation email. You will find full details of your service, including benefits, listed reasons and exclusions in the Terms and Conditions.
HOW CAN I CANCEL AN ASSISTANCE PACKAGE?If you're not completely satisfied with your assistance package, you can contact Allianz Travel customer service team to request a full refund. To be eligible for a refund, you must cancel within the first 10 days following your purchase, provided you have not submitted a compensation request and your event has not taken place. • In CDMX and other regions of the country: 800 890 6468 • Other regions around the world: (52) 55 5377 3855 • You can also contact us at ticketmastermx@allianz.com
A FAMILY MEMBER WHO WILL NOT BE ATTENDING THE EVENT IS HOSPITALIZED AND I WILL NOT BE ABLE TO ATTEND THE EVENT OR MY TRIP. CAN I GET COMPENSATION FOR PREPAID EXPENSES?
Yes, if you are unable to attend the event due to hospitalization of a family member, you may request compensation for the cost of your event tickets and travel costs, subject to the Terms and Conditions of the certificate.
IF I OR MY TRAVELING COMPANION IS SICK AND CANNOT ATTEND THE EVENT, WILL WE BE COMPENSATED FOR THE PREPAID EXPENSES?
Yes, if you or your traveling companion becomes ill and is unable to attend the event, you will be compensated for prepaid tickets and expenses, in accordance with the Terms and Conditions of the certificate
ARE THERE EXCLUSIONS TO MY EVENT TICKET AND TRAVEL PROTECTION?
Yes, there are exclusions that may prevent you from receiving assistance. These are specific situations or circumstances. Some common exclusions may include events cancelled or postponed by the venue or promoter for any reason, acts of war or terrorism. The full list of exclusions can be found in the Terms and Conditions.
I NO LONGER WANT TO ATTEND THE EVENT OR TRAVEL. CAN I GET COMPENSATION FOR THE COST OF MY TICKET OR TRAVEL?
No, assistance packages do not provide compensation for your change of mind about attending the event.
IF THE EVENT IS CANCELLED, WILL I BE COMPENSATED FOR THE AMOUNT OF THE TICKET?No, assistance does not provide compensation for cancellation of the event by the venue or promoter. Assistance only applies to cancellations made by you as a result of a listed event. To obtain compensation for a cancelled event, we suggest you contact Ticketmaster customer service directly. To receive a refund of the paid premium for the ticket protection, it is necessary to contact our call center to open a formal request:
You can also contact us at ticketmastermx@allianz.com
I HAVE A PRE-EXISTING MEDICAL CONDITION THAT PREVENTS ME FROM ATTENDING THE EVENT. CAN I CANCEL AND GET COMPENSATION FOR THE AMOUNT OF THE TICKET?This assistance does not compensate for complications related to a pre-existing condition.
WHERE CAN I FIND MY CERTIFICATE NUMBER?
The certificate number can be found in your confirmation e-mail and on your certificate following your purchase.
WHY DO I HAVE TO SUBMIT DOCUMENTATION?
The documentation allows us to verify your application, and it is necessary to start the evaluation process. This documentation depends on the type of application and the reason. It may include receipts, medical certificates, police reports, photos, etc.
WHY WAS MY COMPENSATION REQUEST REJECTED?
Some common reasons for a denied compensation request are for example:
Please refer to the Terms and Conditions before attending the event or making a compensation request to better understand your assistance package.
HOW CAN I GET COMPENSATION FOR EVENT TICKETS AND PREPAID EXPENSES?
If you are unable to attend the Event or Trip for a listed reason and wish to obtain compensation for your ticket and pre-paid travel expenses, please contact the Allianz Travel customer service team. You will need to provide your email address, certificate number, as well as the date of the event.
Before we can review your application, you will need to submit supporting documentation. Once you have submitted your completed documentation, you will receive a confirmation email.
HOW CAN I CHECK THE STATUS OF MY COMPENSATION REQUEST?
To check the status of your compensation request, a number via telephone or email service was previously provided, as well as the instructions and documentation necessary for the processing of your request.
You can contact the customer service area directly at ticketmastermx@allianz.com to request the status of your application. If you do not yet have your service number, please call the following numbers: