Dear Support Team,
We purchased tickets for Time Warp Madrid for both days, with access allowed before 11:30 p.m (Early Access).
On Friday 10th October, we entered the fairgrounds at 11:10 p.m., and after the imposed waiting time, our tickets were validated at 11:40 p.m. without any issues.
On Saturday 11th October, a similar situation occurred. We reached the security checkpoint before 11:30 p.m. (pictures attached as evidence), but due to the large number of people, the queue moved very slowly. When our tickets were finally validated, the time limit had already passed.
Unlike the previous day, this time we were required to pay an additional fee of 20 euros per person, which we consider completely unfair and inconsistent, since:
The same policy was not applied on both days.
We are not responsible for the delay caused by the organization.
Given that there were tickets allowing access before 11:30 p.m., staff and control points should have been reinforced to avoid queues and facilitate the flow of people.
I do not consider letting this incident go after having paid 70 euros in advance for the ticket and being forced to pay an additional 20 euros due to poor management.
If I do not receive a positive response from you, I will contact the consumer protection authority in Spain to file a formal complaint.
Attached are the tickets, the screenshot of the 40 euros paid by card charged on Saturday 11th October, and the photos taken inside the fairgrounds before 11:30 p.m.
