Ticketmaster is one of the largest ticket sales and distribution companies in the world. They sell tickets for concerts, sporting events, theater shows, and more. With the COVID-19 pandemic causing many events to be postponed or rescheduled, there has been a lot of uncertainty around Ticketmaster’s refund policy for rescheduled shows.
Ticketmaster’s stated refund policy
According to Ticketmaster’s website, if an event is rescheduled, tickets are typically valid for the new date. However, refunds are available in certain circumstances:
- If the event was rescheduled for a later date and you can no longer attend, you can request a refund within 30 days of the new event date being announced.
- If the event was rescheduled for an earlier date that you cannot attend, you can request a refund immediately.
- If the event was rescheduled and then later postponed for a to-be-determined date, you have 30 days from the postponement announcement to request a refund.
So in summary, Ticketmaster does offer refunds for rescheduled shows, but the timeframe to request one depends on whether the new date is earlier or later than the original event. The refund window is typically 30 days from the date the new date is announced.
Exceptions and complications
While this is Ticketmaster’s stated policy, many customers have reported difficulties getting refunds for rescheduled shows. There are a few key exceptions and issues to be aware of:
- Many tickets are sold initially through pre-sales, fan club sales, etc. that have their own refund policies which may supersede Ticketmaster’s policy.
- Tickets purchased through non-Ticketmaster sellers on resale markets like StubHub may have different refund rules.
- Some venues, teams, or artists may limit or override Ticketmaster’s refund policy for their events.
- Actually obtaining a refund can be difficult, with customers reporting long hold times and unclear communication from Ticketmaster.
Essentially, Ticketmaster’s stated refund policy for rescheduled shows may be superseded by other entities’ policies, and refunds are not always guaranteed even when customers believe they qualify.
COVID-19 impacts and policy updates
The COVID-19 pandemic threw Ticketmaster’s refund policy into further disarray. With thousands of events being postponed or rescheduled indefinitely, customers were unsure if or when they would be able to get refunds. In March 2020, Ticketmaster updated its policy, noting:
- Tickets will automatically be valid for a rescheduled event date.
- If a new date cannot be determined, Ticketmaster will provide a refund window once it’s announced the event cannot move forward as planned.
- Refunds are available if fans cannot attend a rescheduled date, but customers must proactively reach out within a 30 day window once the new date is announced.
However, many customers still experienced long waits for refunds, with events in limbo for months at a time. There was also ambiguity around language like “cannot move forward as planned” – if an event was still technically rescheduled but a customer could not attend the new date, it was unclear if they qualified for a refund.
Recent lawsuits and controversies
Ticketmaster has faced lawsuits and public criticism over its refusal to provide timely refunds during COVID-19 disruptions. A few key legal and reputational issues:
- In April 2020, Live Nation and Ticketmaster were sued by ticket buyers for refusing to offer full cash refunds for postponed and canceled shows.
- By October 2020, over 30 refund-related lawsuits had been filed against Live Nation and Ticketmaster.
- High-profile artists and politicians publicly criticized the company for withholding millions in ticket fees despite show cancellations.
- Some states’ attorneys general launched investigations into Live Nation and Ticketmaster’s refusal to offer refunds in a timely manner.
The public pressure and legal action led Ticketmaster to issue an updated refund plan in May 2020. They agreed to offer full refunds for all postponed and canceled shows, not just those “canceled indefinitely.” Refunds would be automatically processed within 30 days if an event was canceled, rather than making customers request refunds.
Current Ticketmaster refund policy (2023)
As of 2023, here is Ticketmaster’s stated refund policy for rescheduled and postponed events:
- For rescheduled events, tickets are valid for the new date. Refunds are available if you cannot attend the new date.
- For postponed events with no new date announced, full refunds will automatically be processed within 30 days of the postponement notice.
- Refunds for tickets purchased from non-Ticketmaster resellers must go through that reseller, not Ticketmaster.
- Refunds are typically applied to the original payment method used to buy the tickets.
Despite the policy updates, many customers still report long wait times for refunds and confusing or inconsistent communication from Ticketmaster. Key takeaways:
- Get refund requests in as soon as possible, within 30 days of a postponement notice.
- Follow up persistently via phone, email, social media, and recorded delivery letters.
- Dispute the charges through your bank if Ticketmaster continues to delay the refund.
- Consult state consumer protection laws – some states require quicker refunds.
Verification tips before buying tickets
Because Ticketmaster’s refund policy and process can still be opaque or inconsistent, buyers should take precautions before purchasing tickets:
- Check if the tickets are directly through Ticketmaster or a reseller, and understand the refund policies for each.
- Search for the venue or event’s refund policy, which may differ from Ticketmaster’s.
- Pay with a credit card to dispute failed refunds.
- Look into ticket insurance or other protections.
- Read all policies, FAQs, and fine print before finalizing a ticket purchase.
Conclusion
Ticketmaster does advertise refunds for rescheduled and postponed shows, but obtaining those refunds is not always straightforward. Customers report mixed success rates and often very long wait times to get their money back. Furthermore, the policies can be superseded by venues or other parties involved. While Ticketmaster has updated its refund policies due to public pressure, buyers should still exercise caution and verify details before purchasing tickets, in case a rescheduling or cancellation occurs.