CMA investigates Ticketmaster over Oasis comeback tour
Responding to numerous complaints regarding Ticketmaster’s sale of Oasis tickets, the Competition and Markets Authority (CMA) launched an investigation.
Fans accused Ticketmaster of using “dynamic pricing”, as they were left hanging on for hours, waiting to buy tickets that increased in price.
The ticketing company sold more than 900,000 tickets for these eagerly anticipated events.
CMA Ticketmaster investigation findings
Despite the accusations of dynamic pricing, the CMA found that there was no evidence of using algorithms to adjust prices in real time. However, the regulator did find that Ticketmaster sold two categories of tickets but did not provide enough information about them.
Standing room tickets sold for £150 and £350. Those at £350 were designated as “platinum” tickets, with no information about any additional benefits for the higher price. In fact, many of these were located in the same area as the standard tickets. Fans waited long periods of time without understanding that they may pay a higher amount for their ticket than they had expected. Once the lower-priced tickets sold out, the higher price kicked in.
Ticketmaster action
Ticketmaster says it has made changes to “some aspects” of its sale process. However, the CMA has commented that it “does not currently consider these changes are sufficient to address its concerns”.
Hayley Fletcher, the CMA’s interim senior director of consumer protection, said:
We now expect Ticketmaster to work with us to address these concerns so, in future, fans can make well-informed decisions when buying tickets. All ticketing websites should check they are complying with the law and treating their customers fairly. When businesses get it right, consumers benefit – and that’s the best outcome for everyone.”
Despite clearly having to do far more to improve the situation for consumers, a spokesperson for Ticketmaster said:
At Ticketmaster, we strive to provide the best ticketing platform through a simple, transparent and consumer-friendly experience. We welcome the CMA’s input in helping make the industry even better for fans.”
What can Oasis fans do about tickets already bought?
Whilst there may be changes for future Ticketmaster customers, it doesn’t help those Oasis fans who were already affected by the unfair pricing.
Lisa Webb, Which? Consumer Law Expert, said:
Given that both the CMA and Which? have found serious legal concerns with the way in which Oasis tickets were sold, Ticketmaster must now do the right thing and begin the process of refunding fans who may have been misled into paying over the odds for tickets that would have been half the price just hours earlier. The CMA needs to make sure this happens, so that fans aren’t forced to go down the legal route to get their money back.”
Who knows if this will happen.
If you have been affected you have nothing to lose by writing to Ticketmaster and claiming a partial refund on your ticket. For example, if your ticket was £350 but you expected to pay £150, then request a refund of £200.
Write to the Ticketmaster UK Managing Director, the address for whom can be found on this link.
I recommend you follow the Top 20 Tips for complaining effectively, quoting the CMA findings and the breach of the Consumer Protection from Unfair Trading Regulations.
You could, of course, threaten legal action through the Small Claims Court and, if you don’t get your refund, proceed with the action. If Ticketmaster refuses a refund and you want to try the Small Claims Court route, then do contact me and I’ll help!
My guess, though, is that if you do the “Screenshot” trick in the Top 20 Tips, you will get a refund. The company won’t want someone going to court, winning and opening the floodgates for mass refunds!
Further related information and advice on concert tickets
All you need to know about secondary tickets and touts – How to safely buy tickets for an event.
