Mosaic Place is working hard to make sure those who got caught up in the fiasco with Ticket Rocket are fairly compensated. 

When the COVID-19 pandemic hit last spring, concerts came to an abrupt halt and many concertgoers were looking for refunds that they weren’t receiving from Ticket Rocket. The city severed ties with Ticket Rocket in May of 2020. 

A decision by city council in early September made way for Mosaic Place to distribute gift cards to ticket holders who couldn’t receive a refund through other means such as their credit card company. The gift cards were made out for the value of the tickets.

“It's something right? And you know, in this day and age customer service is everything and our team fielded hundreds of thousands of calls of angry, furious, upset customers," said Mosaic Place general manager Ryan MacIvor.  

“We’re really appreciative and thankful that they all hung in and had patients and the end result is that they received something.” 

Those who have not received a refund or a gift card should contact Mosaic Place and be prepared to provide proof of purchase for the tickets as well as sign a sworn affidavit that you did not receive a refund from any other sources. 

At around the same time that city council made the decision to give out gift cards, it was also announced that Paciolan Ticketing Services is going to replace Ticket Rocket as the ticket provider for Mosaic Place.  

It’s a ticketing company that Spectre Venue Management, the company that manages Mosaic Place, have used at other venues. 

“It's going to be state of the art. It's industry-proven used across North America so we're really excited about that opportunity,” McIvor said. 

The deal is for seven years with a three-year option extension and Pacialon will create and maintain a website to sell tickets for Mosaic Place. To avoid an issue like what happened with Ticket Rocket, ticket money will be deposited with the city every seven days instead of a trust account being held. 

Unique to the Paciolan deal is the fact that the city gets the franchise rights for the province, allowing the city to make a commission for other centres to use the ticketing service.