powering tour and activity businesses worldwide since 2007

What is TicketGuardian?

in Bookings

Ticket Guardian FAQs


What is TicketGuardian?

TicketGuardian is an industry leading insurance technology company who will, for a small fee as a percentage of your customer’s ticket order, reimburse them for their entire amount paid, aside from the cost of the policy, if they’re unable to attend the event for a qualified reason.

Why is TicketGuardian in my booking flow?

TicketGuardian has been added because data shows that offering ticket protection increases sales by 4-7% on average, reduces refunds and chargebacks by average of 46%, and increases customer peace of mind.  By offering TicketGuardian, you don’t have to worry about refunds for no-shows or last minute cancellations.  You can even update your booking terms and conditions or cancellation policy to limit refunds due to no-shows.

How is TicketGuardian integrated with Rezgo?

During the booking process your customer is presented with an option to purchase ticket protection for a fee.  If they select this option, a purchase is made directly with TicketGuardian at the same time the booking is made in Rezgo.  The purchase will appear on the customer’s credit card as “TicketGuardian”.  After the purchase, TicketGuardian will send an email receipt and instructions directly to the customer.

Why is this booking protected by TicketGuardian?

If the booking has “Protected by TicketGuardian”, it means that during the booking process, this customer selected to purchase optional purchase protection.

My customer has purchased TicketGuardian, what does that mean?

It means that during the checkout process, your customer selected to protect their booking purchase in the event that the customer is unable to show up for their tour, activity, or event.  For example, if your customer misses their flight and cannot attend, they can file a claim with TicketGuardian for a refund.

What do I do if a customer contacts me about TicketGuardian?

The customer would have received an email from TicketGuardian after their purchase which contains all the information they need.  Be sure to ask them if they received this email.

If the customer has any questions about their coverage, their policy, Terms & Conditions, or TicketGuardian related, they can contact:

Email: help@ticketguardian.net
Phone: 844-849-4827 (M-F 8-5pm PST)

If the customer needs help with a claim, the fastest way to file a claim is to  fill out the online Claims Wizard at:

Website: ticketguardian.net/fileaclaim
Email: claims@ticketguardian.net
Phone: 866-675-4673 (8am-6pm PST).

Do I refund the customer if they have purchased TicketGuardian?

No, if your customer is asking for a refund and they have purchased TicketGuardian, you should direct them to file a claim with TicketGuardian.  TicketGuardian will process the claim and handle any refunds if appropriate.

Should I be offering refunds if TicketGuardian is available?

You should only offer refunds in the event that you have to cancel a tour or activity and cannot reschedule with the customer.  You should not be offering refunds for no shows or cancellations made by the customer.  By offering TicketGuardian, it is up to customer to choose if they want to protect themselves or not.

Useful TicketGuardian Links

  1. Who is TicketGuardian
  2. Standard Policy T&C
  3. Filing a claim


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