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From a customized booking and communication to the seat location to hospitality area, it was top notch!

Almost failing to deliver on a once-in-a-generation experience

Where we started - We booked premium hospitality through On Location for the Scotland vs Morocco FIFA World Cup match at Gillette Stadium on June 19 — a trip our group of seven will have travelled from Edinburgh, Scotland to attend.

Despite booking as a group, we had been split across two separate hospitality areas with no adequate explanation. This was completely unacceptable for a premium hospitality product, and entirely impractical for an international group travelling together. Not least as four of the group are children.

We raised this through On Location’s customer service team and had been unable to get a resolution. With the match days away, this was time critical.

On Location markets itself as a world-class hospitality provider. it was failing to deliver even the basics. I would urge anyone considering booking with them to be aware that the product you receive may not match what you paid for. And you need to check that Ts and s don’t change post booking

Update 9/6/26 - post reply from onlocation. I was being passed round the same route. No one cared in the service centre about my 12 year old and his father being separated for the day. Too operationally difficult to move one ticket they said . Appalling !

Update 10/6/26 - a very nice VP of guest services at head office has intervened and got us back together. Sense prevails and can now get excited about the trip

Horrible experience with this company for the world cup, impossible to get in touch with someone who is from the USA and always get someone who cannot understand or deal with the situation.

God knows how this company won the contract for the world cup ticketing

Steve Furgal and Anne and their team are the best!

I am shocked this company is sanctioned by the NFL. Paid $500 per person deposit for an opportunity to buy tickets to NFL Australia game. It provided ZERO advantage. By the time I had already purchased good seats on Ticketmaster, they offered bad seats for double the price (in violation of Victoria, Australia scalping laws). I was promised a refund in 30 days. Seven weeks later I am trying to track it down.

We purchased tickets for the upcoming Buckeye Festival June 13,2026. We chose our club seating based on proximity to the stage. We were emailed last week that our tickets were "no longer available" and told that we were moved to a "comparable" location. They moved us from Club 4 to Club 2. This is 2 sections further from the stage. Research shows that Club 2 can have obstructed views of the stage and viewing screens. Club 4 does not! How is this even remotely comparable? The best part is, their answer to why am I being given worse seats and what are you going to do about??? Nothing other then tough luck. So I paid over $1000 per person to be closer to the stage only to be bumped 1 month before the event with no recourse other than take it or leave it. Complete waste of money. I will go out of my way to avoid ever using their service for an event again.

OnLocation proivided a once in a lifetime experience for us. Ford and Franco were the defintion of exceptional service. The perks included in the package we received were executed flawlessly. There was never any cofusion about times, locations or events. These gentlemen made the experience a seamless and enjoyable one. Well done.

By far the best way to experience a sporting event

This company is official hospitality company for the LA 2028 Olympics. So far, I would say they should not be put in charge of organizing anything more than a yard sale. They are terrible from website, to contact, to purchase, plus their rates are highway robbery. I plan to write report them to our Attorney General and the Department of Justice if I can as they are deceiving, and unprofessional, and they do not do anything they promise. The entire Olympic roll out is a joke. I cannot imagine what the actual event will be like.

Bought nfl draft tickets. I am there now . I called and asked about where our seats in the theatre would be . They promised to email seating chart . They never did . I get here today meet them at the gate and they dropped the group at the museum and we never saw our on location tour guide again. Now we are wandering around aimlessly and I am pretty sure I am going to have to walk all the way around to find the special entrance again . I purposely mapped this out to minimize walking becaise of back surgery but they have me walking all over the place for no reason. We can’t even find anyone from on location . We spent over 3 k for a specialized experience . Definitely not that

**WARNING: TOTAL SCAM – DO NOT WASTE YOUR MONEY ON "ON LOCATION" SERVICES!** I am writing this as a massive red flag to anyone even considering this provider: we paid a staggering **AUD 7,000** for what was marketed as a "premium, well-guided" package, but what we actually received was a disorganized, chaotic nightmare and a complete bait-and-switch. Despite the elite price tag, there was absolutely no guidance, no support, and zero communication; we were essentially abandoned and left to navigate the event ourselves, only to find out they had shoved us into seats on the **3rd floor**—nowhere near the premium experience promised. It is insulting and predatory to charge thousands of dollars for "luxury" service only to provide the worst logistics and the cheapest seats in the house. This was the most unreliable and disappointing experience I have ever had with an event provider, and I am urging everyone to stay far away—save your money and do not trust these cheaters!

Worst experience ever for 42nd wrestling never choose them..

I am extremely disappointed with my experience with On Location Services. We paid AUD 7,000 expecting a premium, well‑guided package, but nothing was explained or coordinated properly. There was no guidance, no support, and the entire process felt chaotic. Despite paying such a high amount, we were given seats on the 3rd floor, which was nowhere near what was promised or expected. This was one of the worst experiences I’ve had with an event service provider, and I would not recommend them to anyone looking for a reliable or premium experience.

Have used on location many times in the past and purchased many packages. For the money they customer service is hit or miss. I overlooked this in the past for the experiences, but this time I need to share how bad it is

I purchased a WrestleMania package that was marketed deceptive and the sales rep was straight up dishonest.

I have tried to resolve this with my sales rep for weeks now and asked to speak to management or a supervisor and that has yet to happen.

At the time of purchase, the package was marketed with specific, clearly defined experiences, including but not limited to:

• Two-Day Premium Row 2 Floor Seating

• On-Stage + In-Ring Photo Opportunity

• Superstar Walkout Experience

• Reserved Meet & Greet access with named talent

The walk out experience is why I chose to buy this this -and I asked my sales rep specifically about this option as I attended WrestleMania last year and said that walk out and wanted that specific experience.

I was specific in my request as to I want the package of we saw people sitting close to us walk out during WrestleMania as the show was live. I was told that is what I was purchasing.

I few weeks ago, I was told that "Was a different package" to walk out during the live show -however the package that I bought as the time of purchase the photo that is advertised as the package I was buying -shows the photo from last year walking out live from the show, and has not explanation or delineation of the contrary.

To make matters worse, and I have this documented in writing -when I raised this with my sales rep verbatim response, which I have in writing was " I do understand how that can thought of in a different way and I 100% can see where the confusion comes from" admitting that how it was advertised and described to me was not clear.

Take it a step further, he says he will raise it with the website team, and now the photo is changed!!! Why would the photo change??? -I attached original photo with package description and you can see it is clearly changed now on the on location website -if thats not deceptive I do not know what is

These were not presented as general or optional perks—they were explicitly listed components of the package and materially influenced my decision to proceed with this purchase. The entire reason of the purchase was for the walk out during the show, which I specifically told my sales rep, he never mentioned there where two seperate packages for that, and no text or photos ever separated the two packages.

This creates a clear discrepancy between what was represented at the time of sale and what is now being delivered.

I have made multiple attempts to resolve this through your sales team, but have not been provided with a reasonable solution.

Given the size of this transaction and the nature of these discrepancies, as a company that sells VIP experiences, their handling of this situation is laughable, and this is a $75,000 package !!!!
Actually unreal how bad they have handle this situation and their lack of customers service or resolution on a mistake they clearly made. Search the web and there are a ton of one star reviews and BBB complaints, so this seems to be a pattern.

I am extremely impressed with my experience with On Location so far! I signed up for an introductory meeting and had about a 20 minute conversation with one of their sales executives, Marius. Huge help! I decided to purchase priority passes for a few events and have began referring him to others. Transparency, professionalism, and quality product offerings. Highly recommend the service!

On Location describes itself as “dedicated to curating premium live event experiences with the goal of creating memories that will last a lifetime for our guests”; this statement couldn’t be farther from the truth. A bucket list trip was to attend Daytona’s Race Week, which we booked through On Location opting to spend the extra money and experience the week from the Rolex24 Lounge. To say the experience was disappointing is an understatement. On Location failed miserably to deliver that “high end”, once in a lifetime experience we’d hoped for. From the first day, On Location’s service coordination/management of the 4 days of racing was clunky and confusing. They (literally) sell you the “sky is the limit” option for experiencing the Daytona 500, but in reality we paid a lot of money for “meh”. Example, the schedule was supposed to include a luncheon and Q&A with a NASCAR legend. The legend (Jimmy Johnson), showed up after lunch, took a few questions from a radio announcer and left. We were told that he would take questions from, the audience, but he didn’t. Once at the track, On Location did a very poor job of providing guests directions or offer any sort of track map, etc. The coup de grace occurred following Sunday’s race. At the conclusion of the race, we immediately left the Rolex24 Lounge and headed directly to the motor coach parking lot to board our bus back to the hotel only to find that our bus was completely full (we were told by On Location that this bus and our driver would be “ours” for the entire event). Apparently the other bus was down due to mechanical issues and on-site On Location representatives told us that a replacement bus was already in the parking lot and that we just had to “go over there” to find it. Imagine standing in a dimly lit parking lot with dozens of buses trying to find the needle in the haystack bus with no signage for our hotel on it and the only guidance being an On Location representative pointing toward vegetation at the far end of the parking lot. While the rain fell and the lightning flashed in the distance, we and other guests walked aimlessly around the parking lot for at least 30-45 minutes looking for the replacement bus. Wading through moving buses in a dimly lit parking lot without high-visibility gear is not for the faint of heart. At one point we did encounter a couple of On Location representatives that tried to help us find the bus but were unsuccessful. The lack of care, coordination and planning was truly astonishing. It was very clear that On Location has not provided staff with any emergency/contingency planning. Thankfully no one was run over by a bus or struck by lightning during our laps around the motor coach parking lot.
Finally, we encountered an On Location representative who, after making a telephone call to someone, located the replacement bus and guided us to it. It shouldn’t surprise anyone that it was a bus that we and On Location staff walked by half a dozen times in our search for “the bus over there”. The bus driver did nothing to assist during the chaos. We wish we could say that the saga ended there, but sadly it did not.
Once we boarded the bus, it was clear that we were surrounded by several angry guests who shared our disappointment at the way the end of the day unfolded. One would think it would be a simple and short ride back to the hotel, but that was not to be. It became very clear, very quickly that our driver was incompetent and should not be driving a large motor coach. She simply had no idea how to navigate the roads and traffic necessary to deliver guests back to the hotel. For example, she exited the speedway and turned left instead of right which landed us in a traffic jam of epic proportions. When closer to the hotel and because she was clearly very unfamiliar with the area, she attempted a U-turn in the middle of a 4-lane highway to get us heading back to the hotel. All in all, her incompetence added well over an hour to our trip. Similarly, on at least two occasions she violated federal law by not stopping at railroad tracks.
More than two hours after the race ended, we arrived, exhausted, at the hotel. Shortly after our return to the hotel, we met with On Location’s concierge and briefly discussed the issues and parted expecting that he and/or On Location would reach out to us within a day or two. That did not happen. Nine days later we reached out to On Location inquiring as to the status of our complaint. After a lot of back and forth, On Location said they would look into our complaint, but we know they wont. This company is a lot of smoke and mirrors and does not take any responsibility for its failure to provide the experience they promise. Suffice to say we will never use their service again and strongly urge anyone considering using them to just walk away and to save your money!

If you’re looking for a trusted way to map out your trip to Indian Wells for the tennis tournament, booking through this site is trustworthy and safe. And once you’re there it all goes quite seamlessly. We had such a nice time and completely enjoyed the tennis without a care! Just pure fun.

This was our third trip to Indian Wells with Steve Furgal’s International Tennis Tours. Each one has been seamlessly organized. The staff has always gone above and beyond to insure that we had a truly memorable experience. Thank you and congratulations on your 50th Anniversary! Bill & Mindy

Steve Furgal’s International Tennis Tours Package for Indian Wells (Last 4 Days) provided everything I needed. All I had to do was enjoy it!