Ticketmaster Issue Statement In Response To Uproar Over Ticket Refund Policy Change


Amid public uproar on their decision to change their refund policy during the ongoing COVID-19 pandemic, Ticketmaster have issued a new statement in response. The company came under fire recently after allegedly opting to only give refunds for events that have been officially cancelled amid the ongoing pandemic—sans some exceptions.

With the majority of artists and event organizers having opted to postpone their plans indefinitely, this has left many without any recourse to get back the money they paid to see a show that won’t happen for months at the earliest. While this alone was enough to incense customers, the flames were recently fanned by screen captures of the company’s previous refund policy, which saw them offering refunds for shows that had been postponed, rescheduled, or canceled prior to this current crisis.

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Ticketmaster‘s new statement on the matter, issued yesterday, April 14th reads as follows:

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.”


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