concert
[Photo by m/Unsplash]

Ticketmaster has now issued a statement regarding the recent outcry from consumers over its refund policy. The statement has already angered many users of the service. Customers claim they should be refunded for a service they haven’t received. 

The new statement, addressed to the United States and Canada, can be summed up as Ticketmaster wanting people to feel bad for them in the wake of coronavirus cancelations. 

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While people are struggling financially from the colossal number of layoffs due to the ongoing COVID-19 coronavirus pandemic, a lot of people have been looking to get refunds for concert tickets for shows that likely aren’t happening

It recently came to light that ticket scalping companies like Stubhub, Ticketmaster, Seat Geek and Viagogo aren’t doing so hot financially and are debating requesting a government bailout. 

Ticketmaster and StubHub also quietly changed their refund policy to only include canceled events, not postponed ones. 

In their guideline page for coronavirus refunds, Ticketmaster explains their policy further. They explain in the page that refunds for rescheduled or postponed events will only happen if the organizer explicitly sets it up.

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In a scenario where they don’t, Ticketmaster is encouraging people to test their luck at reselling through their own resale market. Sure, they’re waiving their own fees but it’s highly unlikely anyone is ordering tickets for shows that may never happen right now. You can read their full policy here.

Ticketmaster essentially will not be here to help you in two scenarios. One, if you can’t resell your ticket. Two if you can’t make a new date for any shows you have tickets for.

One man was so floored with the change that he’s currently suing StubHub for $5 million

On April 14, Ticketmaster UK announced that if ticketholders “cannot attend the new date, they are entitled to a refund.” Customers were fuming about Ticketmaster UK over the original policy until the change was made public yesterday morning. 

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Now, Ticketmaster has issued a statement, addressing the United States and Canada. 

It discusses the issues Ticketmaster is having with giving refunds. They say it is due to the number of events being affected. Ticketmaster predicts that they will be able to provide refunds for most events in the future. 

Read the full statement below. 

Ticketmaster serves as the sales platform for event organizers worldwide. Our standard practice is for 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. 

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. 

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As of today, over 11,000 events, including over 4,000 postponed sports, concerts and arts events, have already authorized refunds. While we cannot guarantee all event organizers will offer refunds on their rescheduled events, we anticipate the vast majority will make a refund window available once new dates have been determined. In addition, Ticketmaster continues to issue refunds for all canceled events. 

The entire Ticketmaster team is working from home and doing its best to respond to all fans and clients. We will continue to keep fans up to date on the status of events via email and via our Covid-19 event portal.

The statement does outline the issues they are facing with event organizers and why they can’t issue refunds right now. Still, users of the site are none too happy with the platform.

What are you thoughts on Ticketmaster’s refund policy? Tell us in the comments below!

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