Ticketmaster has agreed to address concerns about “misleading” pricing following the controversy surrounding the Oasis reunion tour, but activists argue that fans who felt “ripped off” should be entitled to refunds.
The Competition and Markets Authority revealed that it had secured formal commitments from Ticketmaster after conducting an investigation prompted by the uproar from fans during the sale of tickets for the highly anticipated Oasis tour last year. Many customers reported encountering significantly higher prices than initially advertised after waiting for hours in online queues. Instances included ticket prices escalating from £148 to £355 upon release.
The CMA highlighted two main issues, including Ticketmaster’s failure to inform fans in lengthy queues that standing tickets were being sold at varying prices and that prices would rise once cheaper tickets were sold out. The other concern was the sale of some “platinum” tickets at nearly 2.5 times the cost of “standard” tickets without clarifying any additional benefits over other tickets in the same venue areas.
In response, Ticketmaster agreed to make its pricing more transparent for customers through voluntary commitments termed “undertakings,” emphasizing no admission of wrongdoing or liability. To address the identified issues, the company pledged to notify fans 24 hours in advance if a tiered pricing system was in place and provide clear information on ticket differences to customers.
Furthermore, Ticketmaster committed to informing customers about the range of ticket prices when joining online queues and giving updates when cheaper tickets sold out. The company also vowed not to use misleading ticket labels, ensuring accurate descriptions and avoiding giving the impression that one ticket is superior to another when it is not.
Regarding the use of “dynamic” pricing, the CMA concluded that there was no evidence of Ticketmaster employing such a model during the Oasis sale. Sarah Cardell, CMA chief executive, emphasized the importance of transparent information for fans spending money on events they love, underscoring the need for clear pricing and descriptions.
Ticketmaster welcomed the CMA’s findings, stating no dynamic pricing or unfair practices were identified, and committing to improved communication on ticket prices in queues. Lisa Webb, a consumer law expert from Which?, expressed disappointment that the CMA did not demand refunds for fans overcharged for Oasis tickets, urging accountability for past behavior.
Culture Secretary Lisa Nandy commended Ticketmaster’s steps to enhance pricing transparency and sales processes following the Oasis tour, indicating the government’s commitment to introducing new consumer protections for ticket resales to prevent unfair practices.
