The Ticketmaster Fan Guarantee is a benefit offered to ticket buyers that helps protect them in case something comes up and they can’t attend the event they purchased tickets for. Here is a comprehensive guide on how to take advantage of the Ticketmaster Fan Guarantee if you need to return or exchange your tickets.
What is the Ticketmaster Fan Guarantee?
The Ticketmaster Fan Guarantee allows ticket buyers to exchange or return tickets they can no longer use for a full refund of the ticket price and fees. This guarantee applies to most events sold on Ticketmaster.com and through the Ticketmaster app.
With the Fan Guarantee, if you can’t attend an event for any reason, you can return the tickets for a full refund anytime before the event starts. The key restrictions are:
- The Fan Guarantee only applies to ticket purchases made through Ticketmaster, not resellers.
- It only covers the original ticket purchase price and fees, not additional exchange fees if you already exchanged the tickets.
- The event must not have already started or finished when you request the refund.
As long as you meet the terms, the Fan Guarantee provides peace of mind that you can get your money back if your plans change after buying tickets.
When can I use the Fan Guarantee?
You can take advantage of the Ticketmaster Fan Guarantee anytime leading up to the event for a full refund of your ticket cost. Specifically, you must request the refund before the event begins.
Once an event has started, you can no longer get a full refund of your ticket cost through the Fan Guarantee. However, Ticketmaster’s policies may still allow you to exchange your tickets for another date of the same event if seats are available.
So in summary, the key timing requirement is that you must return or exchange tickets before the event’s start time to get your full money back through the Fan Guarantee.
How do I request a Fan Guarantee refund?
Requesting a full refund using the Fan Guarantee is easy to do online or on the Ticketmaster app in a few steps:
- Access your Ticketmaster account and find the order with the tickets you want to return.
- Select the “Refund” button or link near the ticket listing.
- Follow the prompts to confirm you want to return the tickets and submit the refund request.
- Wait for Ticketmaster to process your refund request after you submit it.
Make sure to submit your Fan Guarantee refund request as early as possible before the event. Ticketmaster specifies it may take up to 48 hours to process refunds once requested.
Are there any fees to return tickets?
Ticketmaster does not charge any return fees or penalties when using the Fan Guarantee to return tickets for a full refund before the event starts. You get back 100% of the face value you originally paid for the tickets.
The one exception is if you already exchanged your tickets once before requesting a refund. In that case, the original exchange fee will not be refunded along with the ticket cost.
Can I still sell unwanted tickets?
Instead of getting a refund, you also have the option to resell tickets through Ticketmaster or transfer them to someone else if you can no longer attend the event.
Ticketmaster has an official resale marketplace where you can relist your tickets for sale. If they resell, you will get back the resale price (minus a seller fee).
Alternatively, you can transfer tickets to someone else through Ticketmaster free of charge. The tickets remain in your account, but you change the names attached to them.
Selling or transferring tickets allows you to recoup some of your original purchase price while letting another fan attend the event.
What events does the Fan Guarantee apply to?
The Ticketmaster Fan Guarantee covers most events listed on Ticketmaster.com or the app, including:
- Concerts
- Theater shows
- Sporting events
- Comedy shows
- Festivals
However, there are some exceptions where the Fan Guarantee does not apply. These include:
- Resold tickets purchased through a secondary marketplace
- Suite rentals and special group packages
- Some charity auctions and fundraising events
When searching for events on Ticketmaster, look for the Fan Guarantee badge to confirm it applies to that event. The details will specify “Refundable. Exchanges Available” when the Guarantee applies.
Does the Fan Guarantee apply to resale tickets?
Unfortunately, the Ticketmaster Fan Guarantee only covers tickets originally purchased through Ticketmaster. It does not apply to resale tickets purchased through a secondary ticket provider or marketplace.
However, if you resell your original Ticketmaster tickets on Ticketmaster’s approved resale marketplace, the new buyer gets the Fan Guarantee protection on those tickets.
So the Fan Guarantee only covers someone once – either the original Ticketmaster ticket buyer or the secondhand purchaser if the tickets are resold on Ticketmaster’s resale platform.
Can I exchange my tickets for another event?
In most cases, yes – Ticketmaster allows you to exchange your tickets for another event as an alternative to getting a full refund. This is a great option if you want to go to another show instead.
To exchange your tickets, access your Ticketmaster account, find the order, and select the “Exchange” option. You’ll be able to browse upcoming events and swap your current tickets for seats at a new event.
You will need to pay any difference in ticket prices between the two events. There is also typically a service fee for exchanges based on the price of the original tickets.
What are blackout dates?
Ticketmaster sets blackout dates for some popular events where the Fan Guarantee is temporarily suspended leading up to the event.
During blackout periods, usually the week before an event, you cannot get a refund of your ticket purchase through the Fan Guarantee. However, you may still be able to exchange your tickets for another date if seats are available.
Blackout dates help prevent fans from mass returning tickets right before an event once it is sold out. Make sure to request any refunds or exchanges before the blackout period begins.
Can I get a refund after the event starts?
Unfortunately, you cannot get a full refund of your ticket purchase using the Fan Guarantee once the event begins. At that point, it is up to the event organizer’s refund policies.
Some events may allow partial refunds or account credits if you need to leave early. But in most cases, you will not get your money back after the event starts.
That is why it is essential only to buy tickets you are sure you can attend, and if your plans change, return or exchange them as soon as possible before the start time using the Fan Guarantee.
What if my event is postponed or canceled?
If an event gets postponed, rescheduled, or canceled altogether, the Fan Guarantee policy changes to allow refunds after the original event date.
If an event is postponed or rescheduled, Ticketmaster will notify you of the new date. You will have the option to keep your current tickets for the new date or get a full refund if you cannot make it.
If an event is outright canceled with no rescheduling, Ticketmaster will automatically refund the cost of tickets to the original purchaser by default within 30 days.
So even though the Fan Guarantee expires once an event starts, you can still get your money back if the event does not happen as originally planned and scheduled.
Can I get a refund for unused tickets?
Yes, the Fan Guarantee allows you to get a refund for fully unused tickets before the event takes place. Even if some members of your group can still attend, you can return any unused tickets through the standard refund process.
To get a refund, access your Ticketmaster account, find the order, select the unused tickets, and choose the refund option. Submit your request, and Ticketmaster will process it.
Just make sure to specifically select only the unused tickets you want refunded and not the entire order unless no one can attend.
What about partially used tickets?
If you end up only using part of your ticket order, unfortunately you cannot get a partial refund for the unused tickets through the Fan Guarantee.
For example, if you bought four tickets but only two people attend, you cannot return just the two unused tickets after the event starts. At that point, all sales are final.
So if there is any chance some of your group cannot attend, it is best to return any unused tickets beforehand to get your full money back.
Can I return invalid tickets?
If tickets end up being invalid or not working when you try to enter the event, Ticketmaster will refund the purchase. Just contact their customer support with details of the issue.
Common reasons tickets may be invalid and eligible for a refund include:
- The bar code doesn’t scan properly
- The tickets were already used by someone else
- The seat numbers are incorrect or don’t exist
- The tickets are identified as counterfeit
To get a refund for unusable tickets, you will need to provide details on why the tickets did not work. Make sure to follow up both before and after the event to get your money back.
Can I get a refund for unused ticket insurance or protection?
When buying tickets, you may also add on supplemental ticket insurance or protection services. These provide coverage in case you need to cancel and return tickets for covered reasons.
Typically, the cost of the insurance or protection is non-refundable. However, if you end up not needing to return your tickets, you can request a refund of the unused insurance fees in most cases.
To do so, reach out to Ticketmaster customer service after the event takes place. They will review your case and may provide a refund if you did not utilize any of the ticket insurance or protection benefits.
Conclusion
The Ticketmaster Fan Guarantee provides important peace of mind that you can get your money back if you cannot attend an event you bought tickets for. Just make sure to request a refund before the event starts, and return unused tickets early before any blackout periods begin.
By understanding the Fan Guarantee policy and how to take advantage of it properly, you can shop for tickets on Ticketmaster with confidence knowing you have options if your plans change.