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.
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.
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.
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.
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.
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.
An update on questions about event refunds.
We will continue to keep fans up to date on the status of events via email and our Covid-19 event portals.
— Ticketmaster (@Ticketmaster) April 15, 2020
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.
It is really as simple as this:
Money was provided for a service. If the service is not provided when it was promised, the money should be returned. Since you figured out the logistics with taking our money, please figure out the logistics with getting it back.
— here to hype BTS⁷ (@btsbeangifs) April 15, 2020
give us back our money pic.twitter.com/9g0DxjIbmP
— coronamatica (@icedripping) April 15, 2020
@Ticketmaster is really fucked up for waiting to see if these events are gonna be postponed. The CDC and Harvard are saying no concerts/sports until Fall 2021. I’m not understanding why they aren’t issuing out refunds. I’m not gonna wanna go to an event 1-2 yrs later. Fuck y’all.
— lay 🥺 (4.20 🥳🎈) (@layahbayahhhhx) April 15, 2020
In other words were a third party organization that can not guarantee refunds, it’s between you & the venue. We’ll continue to charge service fees, and processing fees. WHY CAN’T WE BUY DIRECT FROM THE VENUE? OR RETURN THE FEES?! You’re scum @Ticketmaster #Lawsuitspending https://t.co/OcQOhvZqzx
— Brenda (@missagbsb) April 15, 2020
If Ticketmaster refuses to give you a refund and you paid via credit or debit card, contact your credit card company or the bank. They don’t give 2 shits about Ticketmaster’s bottom line.
— WatchingYou (@TardWatcher) April 15, 2020
— Jase Roe (@glennjroe) April 15, 2020
Now is not the time to find loopholes as an excuse to keep struggling American's money.
Please refund our tickets & stop saying its up to event organizer to cancel.
The state governor has made it clear there will be no large events. That supercedes all!
— CountessofNambia (@theClaudiaInez) April 15, 2020
It is completely disgraceful behavior.
I will never, as God is my witness, go to an event that uses @Ticketmaster again.
Ticketmaster is over. Their true colors have been revealed during this time of crisis.
— CountessofNambia (@theClaudiaInez) April 15, 2020
What are you thoughts on Ticketmaster’s refund policy? Tell us in the comments below!