Poor F1 Experiences Team,
Dear F1 Experiences Team, I am writing to formally lodge a complaint regarding the unacceptable experience my group and I encountered during the Mexico City Grand Prix. Our tickets were purchased under the (Order # and we never received the email containing our tickets. As directed, we collected our passes from the Marriott Hotel and successfully attended the Pit and Paddock Day on October 24th with no issues — all ten of us were granted entry using our official lanyards and passes. However, on Sunday, October 26th, when we arrived at 12:30 PM for the main race, security refused us entry, stating that we required physical tickets in addition to the lanyards. We were sent from Entrance 1 to Entrance 6, during which time a taxi driver took advantage of the situation and charged us USD 100 for the short trip, seeing our desperation. We are a professional event company that purchased 10 premium tickets and brought celebrity influencers to experience F1 through your program. What should have been a prestigious and seamless experience turned into a chaotic, stressful, and embarrassing ordeal. We spent over an hour trying to locate our tickets — reaching out to multiple ticketing staff (none of whom spoke English), sending numerous emails, and messaging your Instagram page repeatedly in hopes of reaching someone who could assist us. Eventually, my business partner managed to get a security guard to contact your office directly, and only then were our tickets finally issued. By the time we gained entry and reached our seats, it was already Lap 29. We had flown from Bali, India, and Japan specifically to attend this event, only to miss nearly half the race — an inexcusable situation given the premium price we paid and the professionalism we expected from the official F1 Experiences program. This experience was unacceptable on every level, both from an organisational and customer service standpoint.