How VIP Packages and Upgrades Work

Title: VIP Packages and Upgrades on Ticketmaster – Customer Service Guide Introduction This guide helps customer service agents confidently assist customers with questions about Ticketmaster’s VIP Packages and VIP Upgrades. It draws on Ticketmaster’s official blog article "How VIP Packages and Upgrades Work" (July 1, 2025) ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). Main Content Sections 1. What Are VIP Packages? – VIP Packages include tickets (either reserved or general admission) plus exclusive perks such as: meet-and-greets, photos with the artist, backstage access, soundcheck access, merchandise shopping before the general public, private performances or Q&As, pre- or post-show parties, limited-edition or autographed merch, official VIP passes, on-site concierge, free food and drinks, and dedicated entrances ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 2. How to Purchase VIP Packages – Customers can find VIP Packages by searching for an event on Ticketmaster and looking for a gold star icon on the seat map, or viewing the ticket list where VIP options appear highlighted at the top ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). – Clicking the package link reveals full details. Multiple package options may be available; agents should advise reading each carefully before selecting “Next” to complete the purchase ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 3. Sale Timing for VIP Packages – VIP Packages typically become available during the first presale (which may require a password, depending on the artist). Limited quantities often remain available even after the general sale ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 4. What Are VIP Upgrades? – Unlike VIP Packages, VIP Upgrades are add-ons that exclude a ticket. They allow customers who already have a ticket—regardless of seat location—to enhance their experience with VIP perks ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 5. How to Purchase VIP Upgrades – Customers can check for available VIP Upgrades by visiting the artist’s event page and clicking the “i” icon; available upgrades appear in an “Add‑Ons” section ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). – Alternatively, after purchasing a ticket, upgrades may appear on the customer’s "My Account" page at the bottom if applicable ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 6. Differences: Packages vs. Upgrades – Agents should clarify that VIP Packages include both ticket and perks, whereas VIP Upgrades add only the perks and require a separately purchased ticket ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 7. Refunds and Transfers – All VIP Packages are non-refundable and final sale ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). – VIP Packages are non-transferable—each person must have their own VIP Package to access meet-and-greet or special access elements ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 8. VIP Package Pickup – On event day, customers typically must present valid ID when retrieving their VIP Package; photo ID and adherence to specific instructions (e.g., arrival times) may vary by event ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 9. Why Go VIP? – VIP experiences are unique and designed by the artist, so agents should encourage customers to carefully review package details—which may vary—before purchase ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). 10. Other Ticket Upgrade Options – If customers are simply looking to move to better seats, Ticketmaster offers standard ticket exchanges if the event is more than 24 hours (or in some cases 48–72 hours) away. Agents can refer customers to Ticketmaster Fan Support for assistance ([blog.ticketmaster.com](https://blog.ticketmaster.com/vip-packages-upgrades-tickets/?utm_source=openai)). Conclusion This guide equips customer service agents with clear, structured knowledge on VIP Packages and Upgrades on Ticketmaster. Agents should: • Explain the difference between Packages (ticket + perks) and Upgrades (perks only) • Walk customers through how to locate and purchase each type • Emphasize refund and transfer restrictions • Encourage reading full package details in advance • Provide guidance on using account features and support tools for exchanges or upgrades Agents who use this guide can confidently help fans make informed decisions and enjoy memorable VIP experiences.