The Jockey Club Reviews

Disgusting customer service.

Will not give people refund who test positive for covid, despite one person advising if I send in evidence of a positive LFT they would. I called to confrm this directly, and apparently according to Manager Michelle they would not have given me a refund.

We were turned away from the county enclosure because two of our party were told they were wearing trainers ? They had a leather full shoe on with no logos or stripes . After we were sent to the other side we found a stall selling flip flops . We went back and were told if we bought them we could then come in to the county enclosure. Once inside the county enclosure we found lots of people wearing “trainers “ ! Due to time wasted trying to use the tickets we had bought we couldn’t upgrade our dining experience and had to eat a meatless meat pie which was disgusting. The only was to see Paloma Faith was to stand outside in the rain as the stand is so far away from county enclosure. Watching her from the screens inside was ridiculous as the audio was about a minute behind the the visual.

I had worse Service possible. I went to Haydock Park on Saturday night, Paid for country enclosure only to be turned away as the guy from jockey club said I had trainer's on. I didn't there where Trainer Shoes. I never been rejected before. After explaining I have a condition called Planter Fasciitis I need to sitting a lot he told me basically tough. Here your ticket go the grandstand you have to stay there. I didn't get a refund or anything I paid more to get into the grandstand than the general admission. What made matters worse I seen family going in with kids who had TRAINERS ON WHITE ONES. I said they got trainer's on his answer was there with Parents. Obviously different rules for different people. I have emailed my complaint to Haydock Jockey club. TPYICAL NO ANSWER. They take your money make there own rules up.

As per previous reviewers, TheJockeyClub is in the business of making money, not delivering a good service. Paid and attended the Derby Day Family Enclosure, which was clearly oversold. Hundreds of families with small kids having to queue for up to 90 mins for the few rides/activities provided. If you are selling hundreds of tickets to families, you should ensure you provide more than a handful of rides. Very disappointed as this was clearly oversold & underdelivered.

Had our table collapse not once but twice in the hospitality at Aintree on Saturday 9th April 2022, the spillage from ice buckets and drinks destroyed winning betting slips, left seating too wet to sit back down on. Can't get hold of anyone to discuss this matter.


I haven't been contacted as the reply suggests regarding this matter, unless something is on it's way to me in the post. I have been contacted several times by text and email encouraging me to book early for 2023.

Booked a group booking for the grand National 30 tickets , it had in fact charged me for 50 . Phoned to ask if this could be sorted, staff are incredibly rude and entitled. First operator said to me nothing she can do , said I can ‘Gift’ the spare tickets but I cannot sell them asked if she could investigate the issue she told me she was ‘Trying to be polite’ I pointed out to her that in her role as customer service she should nit be ‘Trying’ she should be polite to which she threatened to cancel all my tickets. When she was being unhelpful I then suggested I should speak to my credit card company to which she made a remark about Fraud. Asked to speak to her manager to get a similar tone of you need to make an official complaint , was told ‘ This has never happened before so the technical team won’t even look at it ‘ . I think I am still shocked and appalled at how these so called customer services team treat customers. At no point did I ask for a ‘Refund’ I simply asked if someone could help me , in the end I asked could the tickets be possibly upgraded to unsurprisingly been told that I needed to email them. I replied to the email and got a confirmation of 50 tickets I have now 20 tickets that I have been charged for that cannot be sold on but must be given away ? What sense is that

Unbelievable. No wonder this sport is struggling. Spent 10 minutes on their website and still cannot find out how much it costs to attend Sandown today for the Military meeting.

I booked a hospitality day for four people on 30/12/21. The days prior to the booking my father who had terminal cancer took a turn for the worse. As it was his wish to die at home this meant during the last days of his life family members needed to be with him to care for him 24/7. Sadly he died 2/1/22. I wrote to the Jockey club requesting refund of two tickets for this compassionate reason. I also sent a follow up email. They have not even had the decency to respond. I know business is business, but I expected at least a message of condolence! Totally uncaring. The sad thing is the two of four people that did attend the day said the staff and service at the course was good.

Ticketing staff (in particular Ellie) are absolute brainless odd balls. They have one job and struggle with that. Incredibly rude and entitled when they are manning phones to paying customers.
They’ve charged me twice even though I had a gift certificate, ten calls, no apology, no refund.
I would avoid at all costs. I’m actually put off races as a result

The website never works it is sn absolute emberassment to the industry. Sort it out.

loved haydock park

Update: 16/09 I replied to the apology and string of lame excuses email received and again not had anything back. The customer service is as bad as the venue. I spent well over £300 when you factor in travel, hotel and tickets for this shambles and you offer a 50% off voucher for a return visit to attend a venue over 100 miles away!!! Shocking to say the very least.

I'd leave no stars if that was an option.
Attended the Tom Jones concert 28th August what an absolute shambles. On arrival the clown on the carpark wound me up parked twice told to me move twice no reasoning other than him flexing his authority as far as I could see cos he told me to park there in the first place!
Get into the venue notice some people have camping chairs and picnic blankets when we were told you couldn't take them in. Queues upon queues for drinks and toilets which yes you expect but not waiting for almost 2hrs for an overpriced drink. I was shocked by the ever growing number of people the stage area was full there was no chance of getting anywhere in front of the stage so opted for a spot in the stand in front of the only big screen for the thousands along that area. Imelda May comes on not bad but not my thing. More and more people arriving filling up all available space. 9pm you can hear the crowd by the stage screaming then Tom Jones singing, nothing appears on the screen, I went to speak with a Steward to ask for a manager apparently they were all unavailable and uncontactable. Told to push forward by the young steward! What would have happened if we all had that brainwave!
About 5/6 songs in we get something on screen but not the stage and Tom live, the sound was muffled people angry lots of boos.
Leaving was a nightmare just to end an already very disappointing night well over an hour to exit the carpark, no stewards out then to direct the cars how there wasn't an accident is anyones guess.
When i purchased the tickets it was for a raceday and Tom Jones. The event was held on a non raceday, ok it was Tom we wanted to see but this was a little disappointing as he was playing much closer to home but I'd booked a hotel so we decided to carry on and attend Haydock as planned. Biggest waste of time and money ever. I could stand in my own back garden in the dark with a cd playing if I wanted to relive the experience we got at this 'concert'. Ok Tom Jones did what he was he was supposed to but you didn't give people what they paid for. To add insult I emailed a complaint last week 30th August as yet no one has bothered to reply.

Tom Jones at haydock
i cant even justify giving you one star
absolute chaos. Tom was brilliant but everything else shocking.
couldnt see tom only 2 screens for £20k people which was not working. over hours wait to get drinks bottle wine £24 Prosecco £34. list is endless no staff. disgusting toilets. blah blah. think ypu need to refund everyone. we travelled over 2 hours paid for hotel to hear and sit on some steps looking at a blank screen or you tube video !!!! btw jockey club as per your comment already have mailed you Sunday heard nowt !!!!!

Went to Tom Jones at Haydock. Tom was great although I wanted a few more golden oldies!! However, the venue was a disgrace. The queues for drinks, food etc were ridiculous due to severe under staffing and no logical organisation. Running out of drinks even before the main event had started was appalling. Considering they were fully aware of the number of people attending the event , you would assume they would be prepared for it. There were a lot of people who were sat quite a distance from the stage but the big screen was there to view everything. For some reason it worked during the warm up acts, but on and off for Tom. When on, it showed what seemed to be videos rather than the image of Tom whilst talking or singing. It went off once a song had finished. Not great at all and caused a lot of upset for those not lucky enough to be near the stage. People need to be able to watch the concert as it is if far away from the stage. The sound near the stage I am sure was great, but when further away you were literally listening to the sound at a distance. No additional speakers for those situated away from the main stage area. This needs considering. All in all a disappointment. And getting out of the car park was yet again another example of poor organisation. We were sat there for about an hour and a half without moving. Very frustrating and totally avoidable if managed better to allow equal flow from all areas. I don’t think I will attend an event at this venue again. Tom you deserve better!

Tom Jones Concert.
Sound quality rubbish, large screens working for support acts then didn’t work for Tom Jones causing all the crowd from the grandstands to rush down towards the stage making it overcrowded.
Left early very disappointed.