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THE US BRANCH of Ticketmaster found itself in hot water this week amid reports that it would no longer be giving refunds for rescheduled events.
Due to the spread of coronavirus, live events have been affected worldwide, including thousands of events in Ireland alone up until the end of May. While some events have been cancelled outright, others have been rescheduled – but not always to dates that suit fans.
The New York Times has reported that fans were having trouble securing refunds from Ticketmaster for events that were rescheduled due to the coronavirus.
The Times said in its article that:
Fans have drawn attention to the fact that Ticketmaster recently adjusted the language on its website. Whereas a few weeks ago, it said that people can get refunds “if your event is postponed, rescheduled or canceled,” now it only lists cancellation as a basis for getting your money back, though it suggests there may be other circumstances in which refunds might be considered.
Ticketmaster told the publication that it had “changed language to clarify matters” but “its refund policy has remained the same for years”.
Here in Ireland, fans have been contacting Ticketmaster on Twitter to ask if they can get refunds for rescheduled events.
In its current terms and conditions, the Irish Ticketmaster website says regarding refunds (our emphasis in bold):
11.3 Rescheduling: If an event for which you have purchased Tickets or Packages is rescheduled, Tickets and Packages will usually be valid for the new date (or you will be offered Tickets or Packages of a value corresponding with your original Tickets or Packages for the rescheduled event, subject to availability). If you notify us within the specified deadline that you are unable to attend the rescheduled event, you will be able to cancel your order and obtain a refund of the Sale Price of your Tickets or Packages plus the relevant Service Charges. Your Order Processing Fees will not be refunded if your Tickets or Packages have already been dispatched or delivered to you. Failure to notify us within any specified deadline that you are unable to attend the rescheduled event will be deemed to be a reconfirmation of your order for Tickets or Packages for the rescheduled event, and you will not be able to claim a refund.
TheJournal.ie asked Ticketmaster Ireland for more clarity on the issue in Ireland. In response a spokesperson said that: “If an event is cancelled, ticket purchasers don’t need to do anything. Ticketmaster will be in touch.”
They said that anybody else should visit the COVID-19 page on the Ticketmaster website.
On this page, it says: “As a result of the high volume of cancellations and rescheduled events, we encourage you not to reach out directly with a refund request. The best way to check your event status is through this portal.”
The page also has an apology for the fact that due to the high volume of enquiries, its Fan Support team is experiencing longer than normal wait times. This is borne out by the volume of requests being sent to the Ticketmaster customer support Twitter account.
Those asking Ticketmaster on Twitter if they can get a refund for a rescheduled event are being directed to the Ticketmaster.ie helpdesk.
The UK Ticketmaster told the NME that it also will refund punters if an event has been rescheduled and they can’t attend.
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Ticketthugs
@Aaron92utd: Ticketmaster really are the greediest, most sly company to deal with. They have a monopoly on all the major concerts that will sell out no problem and they make absolutely no effort to distribute tickets evenly or fairly or transparently.
@Aaron92utd: TicketB@strd
This crowd are a necessary evil but they’re the skum of the entertainment industry.
The Ticketmaster.ie COVID19 page does not give any information on how to claim a refund for a rescheduled event. If you email them requesting a refund for a rescheduled event you get a template reply after a few days. The reply does not provide any information on how to claim a refund for a rescheduled event.
@Mark O’Riordan: if you hit “submit a request” in the bottom of that page you can claim a refund that way, I got through on phone & asked for a refund,they are not issuing refunds over phones due to large volumes of people looking for 1, 1 was directed to the above page & eventually got an email saying my tickets have been refunded,took over 2 weeks though.
@Tara Murphy: …thanking you.
Only a matter of time. Odious lot.
Seatwave, remember that episode. Nothing surprises me with this lot.
European law won’t allow the same here
@Touchy Feely: won’t allow what?
@John Horan: It won’t allow ticketmaster to prohibit refunds. Consumer rights prohibit that restriction as if you purchase something (a ticket to a gig on x date), you are entitled to that and if you do not get that it, you are entitled to a refund. Simple as. And if ticketmaster act the arse about it, submit a charge back request through your bank.
@Mark Brown: can you tell me exactly which European law prohibits this practice?
Wouldn’t be like them to gouge fans
Pearl Jam were right to try and take them on years ago but sadly the might of the capitalist sword was too sharp for them to gain a positive outcome.
Call bank, request a chargeback for services not rendered. Don’t choose “fraud” or you lose the chargeback, this is implying your card was stolen.
They will credit it to you immediately, merchant has a chance to appeal. If they win the appeal the money comes back out. But in this case, they would lose. Re-booking a new date isn’t fulfilling the original contract.
Even if this is covered in a companies T&C’s that you “agree” to a rebooking. Merchant T&C’s dont always hold up.
For added satisfaction. Ticketmaster would then pay extra penalties on top of the original chargeback amount
Anybody know what the story is with Rammstein in Belfast yet regarding refunds? I highly doubt it’s going ahead now as it’s in June.
have your say