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Out of pocket Splendor in the Grass ticket holders desperate for answers

Splendor in the Grass campers have been left in the dark once more, as festival organizers scramble to respond to thousands of refund requests.

After waiting three years for the chance, Victoria Dennis never made it into the Splendor in the Grass festival grounds near Byron Bay in NSW.

She arrived at an already gridlocked queue snacking into the festival campgrounds around 6pm on Thursday.

“It was all fine until it reached 2am and we had barely moved up the line,” Ms Dennis said.

Eventually, volunteers told her and her friends to settle in for the night and sleep in their car.

In the morning, they were told that they would need to set up camp in the spot where they had been queuing – a field of sparse grass already soaked through with a day of rain.

Camera IconCampers waited in car queues for up to 10 hours only to be told that there was no room for them at the campsite. berry-willow Credit: Supplied

“The spots were disgusting, as everyone had been urinating out of their cars in the mud where we were meant to camp,” Ms Dennis said.

Sometime after 10am – after they had already set up camp in the mud – they were told they would be relocated off site to the Byron Events Farm campsite.

Campers staying at this site would later report queuing in lines for buses in and out of the festival for up to four hours on Saturday, many missing a huge chunk of the festival line-up.

When day one of the festival was canceled at noon the girls decided to cut their losses and traveled north to the Gold Coast to salvage the weekend away.

“We were worried they would cancel the next day too and we couldn’t rely on the organisers’ poor communication so we had to make the decision and cut our losses,” Ms Dennis said.

She was among ticket holders who received an email from Moshtix on Monday, July 25, confirming that they were eligible for a partial refund.

Proportionate refunds will be automatically debited in the coming weeks, including $133 for three-day event tickets, $199 for three-day VIP village tickets and $67 for three-day VIP village upgrade tickets.

Moshtix have told patrons to allow up to four weeks for their refund to be processed.

It is not known if anyone is being refunded for camping or parking tickets.

Splendor
Camera IconQueues for buses in and out of the festival were up to six hours for some festivalgoers. Richard Gosling Credit: News Corp Australia

However, Ms Dennis has reached out to Moshtix asking for a full refund of all her tickets.

Kayne Ensten drove more than 21 hours from Adelaide to North Byron Parklands to set up camp ahead of the three-day festival.

At 7am on Friday, he and his friends were told to find alternative accommodation.

He was lucky to find one of the few Airbnbs left in Byron Bay but paid $2210 to secure it at the last minute.

Mr Ensten is also hoping to get at least a partial refund for his three-day camping, parking and festival tickets as well as bus tickets and access to the VIP village.

For those who were forced to abandon the campgrounds and stay in nearby towns, hours-long bus queues made getting into the festival a frustrating order.

Campers have reported unsanitary conditions in campgrounds as reports of overflowing toilets and public urination filtered through social media.  berry-willow
Camera IconCampers have reported unsanitary conditions in campgrounds as reports of overflowing toilets and public urination filtered through social media. berry-willow Credit: Supplied

Instead, many abandoned their prepaid bus tickets and reportedly paid between $100 and $200 to order an Uber to and from the festival.

Jesse Howes said he was seeking a full refund as a matter of principle.

“My partner is pregnant and there’s no way that venue was safe for her, nevermind families and children,” Mr Howes said.

He has emailed Splendor in the Grass detailing his complaint and requested a refund.

A generic email redirected him to submit a request to MoshTix – the ticket supplier for the festival.

Festival organizers have contacted some ticketholders to say they are eligible for a partial refund, while others are left in the dark.  berry-willow
Camera IconFestival organizers have contacted some ticketholders to say they are eligible for a partial refund, while others are left in the dark. berry-willow Credit: Supplied

When he emailed them he received another generic reply explaining that the event organizers have already approved and issued refunds to patrons who were “most adversely affected”.

“We understand that Splendor in the Grass 2022 conditions were not perfect,” the email read.

“Only those contacted account holders qualify for a refund.”

Mr Howes is not among those who have been contacted.

Refunds are expected to take at least a month to be issued.  Matt Gazy
Camera IconRefunds are expected to take at least a month to be issued. Matt Gazy Credit: News Corp Australia

Co-chief-executives Jessica Ducrou and Paul Piticco sent an email statement to select ticket holders expressing their apologies for the “inconvenience.”

“We apologize for any inconvenience you may have experienced at our 20th Splendor,” they said.

“As always, we really did try to provide the best experience possible under some extremely tricky conditions.

“We thank all the patrons that held onto their tickets for so long.

“We also acknowledge all the first-time festivalgoers and those who hadn’t experienced a rain-affected event before. We understand it was a lot.”

Splendor in the Grass and Moshtix were contacted for comment.

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