Ticketmaster is the largest ticket sales and distribution company in the world, selling millions of tickets to concerts, sports games, theater shows, and other live events each year. However, sometimes unforeseen circumstances arise that can lead to an event being postponed or canceled entirely. This leaves ticket holders wondering what will happen to their tickets if the show they bought tickets for gets canceled.
Refunds
If an event is canceled, Ticketmaster will provide refunds to ticket holders. The exact refund policy can vary depending on the event, but in most cases full refunds including all ticket fees are issued if a show is canceled by the artist/team/promoter. According to Ticketmaster’s purchase policy:
“Refunds are available if your event is canceled. In most cases, if an event is canceled, you will be notified and will receive a refund in as soon as 30 – 90 days. In some cases, refunds may take longer if Ticketmaster needs to work with multiple event organizers.”
So if an event is canceled, you can expect to receive a full refund for your ticket purchase. It may take 30-90 days to process depending on the scale of the event, but Ticketmaster will issue refunds to all ticket purchasers if a cancellation occurs.
Automatic Refunds
In most cases, Ticketmaster will automatically issue a refund to the original method of payment used to purchase the tickets if an event is canceled. This means you typically do not need to do anything to request a refund – it will be processed automatically.
According to Ticketmaster’s purchase policy:
“If an event is canceled, refunds will be available at the original point of purchase only, if purchased with a credit card, you do not need to do anything, your account will be automatically refunded.”
So if you purchased tickets online via credit card, the refund will be issued back to that credit card used for purchase. If you paid with a gift card, the refund would go back to that gift card. For tickets purchased in person with cash, you may need to bring your tickets to the original point of purchase to get your refund in cash.
Refund Time Frame
As mentioned above, refunds are usually processed within 30-90 days if an event is canceled, though some very large-scale event refunds can take longer. According to Ticketmaster’s purchase policy:
“Once the event is canceled, the Event Organizer will decide on when they are able to begin issuing refunds and Ticketmaster will process refund requests as soon as possible with the Event Organizer’s direction and funding.”
So the timing depends partly on the event organizer’s process for issuing refunds. In most cases though, expect your refund within 90 days of the cancellation announcement.
Exceptions
There are some exceptions where full refunds may not be issued automatically for a canceled event:
- If you purchased tickets through a secondary resale site like StubHub, you may need to go through their refund process directly.
- If an event is rescheduled/postponed rather than outright canceled, refund availability can vary depending on the organizer’s policy.
- If an event is canceled due to weather or other “acts of God”, refunds are sometimes provided in the form of credits rather than cash.
In these cases, be sure to check directly with whoever sold you the tickets to understand the refund/credit policy.
Exchanges
For events that are rescheduled or postponed rather than canceled entirely, Ticketmaster will allow ticket holders to exchange their tickets for the new event date. Exchanges typically need to be processed directly through Ticketmaster either online or by phone.
According to Ticketmaster’s Purchase Policy:
“If an event is rescheduled and you cannot attend the rescheduled date, you can request an exchange for another available performance.
If an event is postponed and no rescheduled dates are announced, your tickets will remain valid for the postponed event. If you cannot attend the rescheduled date, once it is announced, you will be eligible for an exchange.”
So if a concert gets postponed 3 months for example, Ticketmaster will allow you to exchange your ticket for a new date that works for you once the new concert dates are finalized. Exchanges are generally subject to availability, so popular shows may only allow exchanges for other less popular dates.
Direct Exchanges
If your event gets rescheduled, in many cases Ticketmaster allows you to exchange or upgrade your tickets directly on their website:
- Go to your Ticketmaster account and find your order for the rescheduled event.
- Click on the “Exchange & Upgrade” button next to your order.
- Review available exchange options which may include different dates/times or seating locations.
- Select your new desired tickets and proceed through checkout to exchange.
This allows you to easily pick new tickets online rather than calling in. There may be exchange fees involved depending on the event.
Phone Exchanges
You can also exchange tickets over the phone by calling Ticketmaster Fan Support:
- US/Canada: 1-800-653-8000
- International: +1-800-653-8000
Have your order number ready and be prepared to discuss exchange options with a Ticketmaster agent. They can help you switch to available dates or seating areas that work better for your schedule.
Credit
For some major event cancellations, Ticketmaster may issue a credit rather than a cash refund which can be applied to future events. This is more common when an event is postponed indefinitely rather than canceled outright.
According to Ticketmaster’s Purchase Policy:
“In the event Ticketmaster is not able to offer you the option to obtain a refund in relation to any canceled or postponed event that was sold or distributed via Ticketmaster, it is because the relevant Event Organizer has made the decision it is not in a position to offer refunds in relation to the particular event (for example, because the event has been postponed rather than canceled). In those circumstances, Ticketmaster will not be able to process or provide refunds and instead, will provide you with a credit to the value of the ticket(s).”
So in lieu of refunds, Ticketmaster credits will be made available if organizers are not issuing refunds for a postponed event. These credits can then be used to buy tickets for another event through Ticketmaster in the future.
Donations
For certain event cancellations, Ticketmaster has given buyers the option to donate the cost of their tickets rather than taking a refund. This helps support event organizers, venues, and artists impacted by cancellations.
If this donation option is available for a canceled event you purchased tickets for, Ticketmaster will reach out with instructions on how to donate your ticket value.
Otherwise, you will receive a standard refund as outlined above if you prefer not to donate.
Canceled Events and Ticket Insurance
Many ticketholders wonder if event cancellation would be covered by ticket insurance purchased through Ticketmaster. However, Ticketmaster’s Ticket Assurance and UPS Protected Purchase insurance policies do NOT cover canceled events.
According to Ticketmaster’s Ticket Assurance FAQ:
“If the event is canceled in its entirety, any insurance purchased is null & void as the event did not occur.”
So while these insurance policies may help protect you for things like illness, travel issues, or lost tickets, they do not apply for full event cancellations. Only standard refunds/credits apply in those cases.
Contacting Ticketmaster About Cancellations
If your event is canceled or postponed, Ticketmaster will send out notification emails and updates to ticket holders with instructions on next steps for refunds, exchanges or credits. However, if you have any questions or issues getting your refund or exchange processed, you can contact Ticketmaster customer service.
To check on a refund status or ask questions about a canceled/postponed event, you can contact Ticketmaster Fan Support:
- By Phone: 1-800-653-8000 (US/Canada), +1-800-653-8000 (International)
- Online Support Form: https://www.ticketmaster.com/contact
- On Social Media: @Ticketmaster on Twitter or Facebook
Just be sure to have your order number handy when you contact them. This will allow them to easily look up your purchase and provide updates on refund status.
Disputing Charge With Your Credit Card Company
If for some reason Ticketmaster is unwilling or unable to issue a refund for a canceled event in a timely manner, you can dispute the charge with your credit card company.
To dispute a credit card charge for tickets to a canceled event:
- Contact Ticketmaster first and ask about your refund status
- If unsatisfied with the response after multiple attempts, call your credit card company
- Explain that you purchased tickets for an event that was canceled and have not received the proper refund
- Provide relevant details like order number, date of purchase, and communications with Ticketmaster
- Request to dispute the charge and have your credit card refunded directly
The credit card company will then investigate the charge and process a refund/credit if appropriate. This should only be done as a last resort if Ticketmaster is unwilling to refund your purchase directly.
Summary
Having an event canceled that you purchased tickets for can be hugely disappointing. But Ticketmaster does have policies in place to help customers recover the costs in those situations:
- Full refunds are issued, usually within 30-90 days
- Credits may be offered in some cases instead
- Exchanges can be made for rescheduled events
- Ticket insurance does not cover cancellations
- Customer service can address issues with obtaining refunds/exchanges
Understanding the refund, credit, and exchange policies if an event is canceled can help ticketholders handle the situation smoothly. Being aware of your options provides peace of mind when buying tickets in advance.