Thousands of concert-goers will have to queue at the Yas Arena tomorrow to pick up their tickets for the Jonas Brothers concert, which is scheduled to begin at 6pm. Time Out Tickets officials say there was not enough time to post tickets to buyers because there was a delay in receiving them from the tour promoter.
The Yas Arena box office opens at noon tomorrow.
Customers could have picked up tickets for the concert at the Time Out box office in Dubai this week, before it closed yesterday for the Eid holiday.
The company usually delivers tickets to customers through Aramex, a courier service; there is no option to print tickets from the Time Out website.
One Abu Dhabi resident said a trip to Dubai to collect tickets for a show in the capital would have been a huge inconvenience.
"If you live outside Dubai it is quite clear that Time Out will make no effort to get tickets to customers," Ian Traynor complained in an e-mail.
Time Out will "make the tickets available in Abu Dhabi for one day only, a working day, when it is not possible for normal working people to collect them", Mr Traynor said.
Rose Ochieng, head of customer service for Time Out Tickets, said the company will refund Mr Traynor the Dh520 he paid so that he can purchase tickets from another distributor.
"It is very rare for our options to be limited like this, but it was too risky for us to send the tickets after the delay and before the holiday," she said.
"We will make sure the queues run smoothly and do our best to accommodate everyone on the day of the event."
Live Nation, the promoter of the concert, did not respond to requests for comment.