Menu Nitto ATP Finals The O2, London | 15-22 NOV.
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FAQ

Due to health and safety concerns as a result of the ongoing COVID-19 pandemic, the Nitto ATP Finals, taking place at The O2 from 15-22 November 2020, are currently planned to be held behind closed doors.
Additional information about ticket refunds can be found below. 

Thank you for your continued support of the season-ending finale.

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.

Why have you decided now to hold the event behind closed doors?
In line with current UK Government guidance, at this time, the event is not permitted to take place with spectators in the venue. 

If the situation changes, will you put tickets on sale closer to the event?
We remain hopeful that later this year fans will be allowed to return into stadia in a socially distanced manner. If this is confirmed ahead of the Nitto ATP Finals, the intention is to reopen ticket sales for the tournament, in which case more details will be announced in due course.

Will you give special access to existing purchasers?
All existing customers will be contacted and kept informed of any updates over the coming weeks. We will do our best to ensure the fairest possible allocation of any available tickets. 

Can I retain my existing booking if fans are allowed back into The O2 arena?
If circumstances change and fans are allowed to attend in line with UK Government guidance, it is likely that the layout of the arena will change significantly to accommodate any social distancing measures. As such it is not possible to maintain your existing booking.

When will tickets for the 2021 event go on sale?
The 2021 event will be held in Turin, Italy. Further information on tickets will be sent out later in the year. Join the Nitto ATP Finals mailing list to be the first to receive details. 

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.
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