Monster Jam Customer Service — Expert Guide for Fans and Ticket Holders

Overview of Monster Jam Customer Service

Monster Jam is produced by Feld Entertainment and runs a large touring schedule each year. Official visitor information and ticketing are published on the Monster Jam website (https://www.monsterjam.com) and through primary ticketing partners such as Ticketmaster (https://www.ticketmaster.com). Because events are produced in partnership with local venues, customer-service responsibilities are split among three parties: Monster Jam / Feld Entertainment (event production and policies), the local venue or arena (on-site operations), and the ticket vendor (sales, delivery, refunds).

From a practical standpoint, this means the fastest resolution depends on the question. Production-level issues (show cancellations, safety announcements, VIP experience details) are handled by Monster Jam or Feld Entertainment; on-the-day access or seat issues are handled by the venue box office; and billing/ticket-delivery problems are handled by your ticket seller. Understanding which party owns each type of issue shortens resolution time significantly.

How to Contact Monster Jam and What to Prepare

Primary contact channels: the official site’s Help/Contact pages (https://www.monsterjam.com/help), the ticket vendor’s customer-service page (e.g., Ticketmaster Help), and the venue box office phone number listed on the venue’s website. For corporate inquiries about production policy or large-group sales, Feld Entertainment’s corporate pages (https://www.feldentertainment.com) provide contact forms and media relations details. Social channels (Twitter/X @monsterjam, Instagram @monsterjam) are useful for quick status updates but are not substitutes for formal customer-service records.

Before you call or email, collect this checklist—having the items ready cuts average resolution time from 20–40 minutes to under 10 minutes for routine issues:

• Order reference or ticket confirmation number (example format: TM12345678 or MJ-ABCDEFG)
• Name on order, email and last four digits of the payment card
• Event date, venue name and seat row/section (if applicable)
• Photos/screenshots of error messages, ticket barcodes, or parking passes
• If requesting an ADA accommodation: a brief explanation and supporting documentation (medical note or ADA card, if you have it)

Ticketing, Refunds, Exchanges and Reschedules

Monster Jam’s standard policy mirrors most live-event producers: no general refunds for buyer’s remorse, but refunds or exchanges are issued if an event is cancelled without a rescheduled date, or if seating changes materially affect the experience. When an event is postponed and later rescheduled, tickets are typically valid for the new date; refunds must be requested within a venue- or ticket-seller-defined window. Because policies can vary by promoter or ticket platform, always check the ticket purchaser terms that printed on your confirmation email—these are the controlling terms.

Timing and deadlines matter. If you cannot attend a rescheduled date and want a refund, contact your ticket seller immediately—Ticketmaster generally requires requests before the event date or within 30 days after cancellation, while some venue box offices use different windows. If you paid with a credit card and a merchant refuses a valid refund after a cancellation, you can escalate by requesting a chargeback through your card issuer; keep all email records and screenshots as evidence.

Accessibility, ADA Seating and Special Accommodations

Monster Jam events are hosted in major arenas and stadiums that maintain ADA seating and companion seating. To secure accessible seating, buy tickets designated “ADA” through the official ticketing vendor or call the venue box office directly—don’t assume general seating will permit wheelchair access. Most venues require advance notice for certain accommodations (ramp access, accessible parking, sign language interpreters); plan at least 7–14 days in advance for non-standard requests.

When you call or email, request an ADA accommodation confirmation in writing and note any fees that may apply (some services like closed-caption devices or interpreters may be subcontracted and charged separately). If the venue cannot provide promised accommodations on arrival, ask for a supervisor and document the interaction; if unresolved, escalate to Feld Entertainment customer relations and your local civil-rights enforcement agency if necessary.

Pit Parties, VIP Upgrades, Merchandise and Parking

Pit Party access (meet-the-drivers and truck walkaround) is often sold separately from show tickets. Typical pricing (varies by city and year) is approximately $10–$35 per person for pit-party wristbands; VIP or Pit Party+ packages can range from $60 up to $300+ per person depending on inclusions (front-row seats, pit access, driver photos, driver Q&A). Merchandise prices: event T-shirts $25–$40, collectible die-cast trucks $15–$60, and limited-edition items higher. Exact pricing is published on the event page for each show.

For parking, venues publish lot maps and rates ahead of the event day. Pre-paid parking passes reduce time at the gate and cost anywhere from $10–$50 depending on proximity to the venue. Arrive early—most venues open gates 60–90 minutes before showtime and pit parties typically begin 1–2 hours before the first race.

Escalations, Complaints and Consumer Rights

If frontline agents cannot resolve your issue, escalate politely: ask for a supervisor, note the supervisor’s name, and request a follow-up timeline and case number. For unresolved billing disputes, keep records and file a complaint with the ticket vendor first; if necessary, file a complaint with your state’s consumer protection office or the Better Business Bureau. Credit-card chargebacks are a final recourse for valid non-delivery or cancellation disputes, but they require documentation.

Use a concise written summary when escalating (date/time, order number, action requested). Typical escalation timeline: expect initial response within 48–72 hours for email forms; direct phone escalations should yield an on-call supervisor within one business day. For large-group or corporate buyers, Feld Entertainment offers account managers—contact corporate sales via the Feld site for formal contracts, pricing guarantees, and on-site hospitality arrangements.