Fans Rage Over Ticketmaster Allegedly Changing its Refund Policy

Ticketmaster is reportedly withholding refunds as a part of a changed policy, according to consumers who are trying to get their money back as they fear COVID-19 restrictions will affect events far into the future.

According to those who purchased tickets from Ticketmaster, the original policy allowed ticket holders to obtain refunds if the event was “postponed, rescheduled or cancelled.” However, as COVID-19 restrictions progressed, ticket holders say the company, owned by LiveNation, narrowed refunds to only events that were cancelled. 

Ticket holders say that, in the face of COVID-19 related furloughs and layoffs, they need the money that they spent on tickets to events that may be postponed or not held at all.

“It’s ridiculous they’re retaining people’s money when we probably need it for rent and food on the table,” one B.C. man who says he spent $2000 on tickets to a Rolling Stones concert told CTV News. “I’m sure fans would rebook when things are rescheduled – give them their money back.”

For its part, Ticketmaster claims that the decision to offer refunds is in the hands of the event organizers, not them. CTV News Vancouver reports that the ticket distributor issued the following statement:

“Our standard practice is for our clients to hold the cash from their ticket sales. Clients using our platform also retain the ability to set individual policies for their postponed or rescheduled events,” said the statement. “Typically, event organizers have had the flexibility to offer refunds for virtually all postponed and rescheduled events. However, the unprecedented volume of over 30,000 events impacted to date, coupled with continued uncertainty over setting new dates while awaiting clearance from regional governments, has led to event organizers needing additional time to reschedule their events before deciding to offer refund options.”

“While we cannot guarantee all event organizers will offer refunds on their rescheduled events,” continued TicketMaster in its statement emailed to Global News Canada, “we anticipate the vast majority will make a refund window available once new dates have been determined.”

The company also claims that it did not change its policy; however, copies of Ticketmaster’s policy show that it narrowed, stating that refunds would be available for “postponed, rescheduled or cancelled” events on March 13, to only “if your event is cancelled,” according to reporting by the New York Times.

Other ticket holders report that they were informed that events were cancelled, but when they went to Ticketmasters “comprehensive information portal,” they found the event listed as “postponed” and they were unable to get their money back.

“They have continuously placed the blame on the promoter for this event not being changed to cancelled, despite the fact that Ticketmaster is the one who codes their website, and has coded all the other shows on this tour as cancelled,” complained one ticket holder to Global News Canada reporters.

Some ticket holders are concerned that events will ultimately not be rescheduled and they will never end up seeing a refund.

“What makes it worse is that they quietly changed the policy overnight, not even informing their users that this change was made,” an Ontario man who says he spent hundreds on an R&B concert told Global News Canada. “People are just finding out now as they realize the likeliness of postponed events happening is dwindling for the year. In addition to that, it’s unlikely many can reschedule their lives to fit a new date.”

Coronavirus Cancellations Affecting Concerts, Events, Flights, and More

On March 12, 2020, LiveNation reportedly paused all 2020 concert tours, instructing acts to go home. According to Global News Canada, LiveNation employees were told that the pause would take place until the end of March initially; however, as COVID-19 rapidly spread throughout the world, the cancellations and closures continued.

COVID-19 restrictions on large gatherings have had a huge impact on the music, arts, and entertainment industry. In addition to concerts, sporting events and movie theaters have been closed, affecting ticket purchases, along with the employees and other workers who support the industries.

In addition to the entertainment industry, airlines and other travel companies have been forced to curtail services. In light of the cancelations, some passengers are demanding that airlines offer refunds, rather than credit.

Ticketmaster has reportedly faced heat online, along with airlines and other industries, over refusals to offer refunds during the coronavirus pandemic.

“It’s unethical to not allow people refunds, especially during a worldwide pandemic, when people’s financial situations may have drastically changed,” one woman, who says she is stuck with over $1200 in tickets, told Global News reporters.

Have you been affected by a COVID-19 related closure or cancellation? Tell us what happened in the comment section below!

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