Menu Nitto ATP Finals Pala Alpitour, Torino | 14-21 NOV. 2021

FAQ

Information below relating to tickets for the 2021 Nitto ATP Finals, to be held from 14-21 November.

How will ticket sales be managed due to the COVID-19 pandemic?
• In a first phase, there will be on sale and sent to customers coupons with unnumbered seats for each sector (it will then be possible to choose the sector but not the seat within it)..
• In a second phase, as soon as the number of spectators allowed for each event is approved, buyers will receive a coupon with the seat number.
• Seats will be assigned, for each event and within each sector, following the purchase order.
• Tickets and season tickets purchased with “pick-up at the venue” option can be collected from the first day of the event.

In light of COVID-19, what happens if the number of ticket holders for each session exceeds the total permitted capacity?
If, for any reason beyond the control of the Organizer, the number of the seats available in the Facility is less than the Tickets sold, the Tickets exceedance shall be subject to cancellation - for each section of the Facility - according to the chronological order of purchase (starting from the last one), and a relief in the form permitted by the law may be given by the Organiser. 

What are the tickets and season tickets collection and/or shipping methods?
You can choose to receive your tickets via a ‘Print at home’ shipping method directly to your email address. Or, with the ‘Pick up at the event’ method, by collecting your tickets at the Pala Alpitour stadium.

If I choose the 'Pick up at the event' method, when will I be able to collect my tickets or season tickets?
All tickets purchased using the "Pick up at the event” method can be collected from the first day of the Nitto ATP Finals.

If I choose the 'Print-at-home' method, do I have to print my tickets?
There is no need to print your tickets, you can easily show them from your mobile device when entering the facility. Additionally, you can use the ‘Passwallet mode’ by following the instructions in the email containing your purchase.

 

Frequently Asked Questions For 2020 Nitto ATP Finals Ticketholders

How do I get a refund?
General Admission
All ticket purchasers who have purchased directly from AXS, the Official Ticketing Partner of the Nitto ATP Finals, will receive an email with full details from AXS. Customers will automatically receive a full refund on the face value of the ticket including booking fees and venue facility fee to the original payment card. Please make sure the details on your booking are up to date. 

Corporate Hospitality
All customers who have purchased Official Hospitality Packages to the event, either through MATCH Hospitality or AXS, will receive an email with full details from MATCH Hospitality. Please be advised that all funds relating to the cancellation of your order will be refunded to the payment card used in the original transaction (including booking fees and venue facility fee where applicable).

When will I receive my refund? I haven’t received my refund?
Please allow 14 working days for the refund to appear in your account. If you have any questions please contact AXS via the details below. 

I have purchased official hospitality, am I also entitled to a refund?
All customers who have purchased Official Hospitality Packages to the event, either through MATCH Hospitality or AXS, will receive an email with full details from MATCH Hospitality. 

I purchased tickets through AXS Resale. Do I still get a refund?
All tickets purchased through AXS Resale will be refunded in full. If you purchased through another fan-to-fan ticketing website please contact them directly.

I have an issue with my refund, how do I contact AXS?
All general admission ticket refunds are managed by AXS. 

If you would like to speak to the AXS team, the best way to get in touch is via their Social Channels.

Opening hours
Monday – Friday: 09:00 – 17:30 (Live Chat, Email & Social Channels ONLY)
Saturday & Sunday: Closed
LIVE chat 
Email

Social Channels
Twitter 
Facebook

For more information, visit the Help Centre

I did not buy my ticket from AXS, how do I get a refund?
AXS are the only Official Ticketing Partner of the Nitto ATP Finals. We recommend that you contact the original point of purchase for your tickets. 

I booked advanced parking at The O2. Will I receive a refund?
Yes. All parking booked directly through The O2 will be automatically refunded for this event.  Please allow 7-14 working days for this to appear in your account.

Who can I contact if I have questions?
For questions regarding your official general admission refund please contact AXS:

Your question may be answered here.

If you would like to speak to the AXS team, the best way to get in touch is via their Social Channels.

Opening hours
Monday – Friday: 09:00 – 17:30 (Live Chat, Email & Social Channels ONLY)
Saturday & Sunday: Closed
LIVE chat 
Email 

Social Channels
Twitter 
Facebook 

For questions relating to accessible seating, please email [email protected]

For questions regarding your Official Hospitality purchase, please contact:

Packages purchased through MATCH Hospitality: [email protected]

Packages purchased through AXS

For questions relating to Encore Suites, Encore Seats and Club 101, please contact: [email protected]

For all other questions, please contact us.