Complain with You Reward Me: Event Ticket Delivery and Biletix Complaints

Abstract

One of the areas that today's technology reveals and reshapes the way of doing business is online distribution channels. Online distribution is effectively used in the distribution of concrete and virtual products. In this sense, one of the products suitable for online distribution is the event tickets made for recreation activities over the internet. Biletix, which acts as an intermediary between the event organizations and the event participant, realizes the sale of the tickets necessary for informing the target audience about the different events and participating in the event. In this research, it is aimed to determine the complaints behavior and complaints of the users of Biletix.com and to contribute to the complaint management process for Biletix. The data consists of complaints under Biletix on January 2017-March 2018 on the website of Sikayetvar.com. The content analysis method was used to evaluate the complaints. As a result of the analysis is that complaints; service, price, website, customer service, space, information, distribution and promotion-promotion are the main themes.