In a headshaking, tone-deaf move especially during the coronavirus pandemic, the brain trust at Ticketmaster has decided to add to the misery of consumers who bought tickets for concerts now canceled, postponed or delayed indefinitely due to the COVID-19 crisis.
If you need a refund because you are now struggling to pay your rent or grocery bills, don’t count on Ticketmaster to give you a refund you’re due.
The company made a small but significant change in the wording of its refund policy on its website, hoping no one would notice. In an image of the change captured by The New York Times, a page on Ticketmaster’s website used to say refunds “are available if your event is postponed, rescheduled or canceled.” Now, the page has been edited to say refunds “are available if your event is canceled.”
Social media erupts at Ticketmaster refund policy change
Predictably, consumers reacted virally and immediately on social media creating a tsunami of negative coverage and vitriol aimed at the company.
How did they think consumers would react to not getting a refund for canceled or delayed concerts? Perhaps Ticketmaster has plans to announce that they’ll cover your rent payment or grocery bills while they hold your canceled concert or event money hostage?
Here’s just a small slice of reaction to Ticketmaster on Twitter:
- “has to be one of the most idiotic moves ive ever seen, especially now that we’re in the middle of a pandemic. f**k ticketmaster”
- “I feel like whether it’s cancelled or postponed, customers should be allowed to ask for a refund.”
- “Fans are fuming about their money being held hostage often with no rescheduled dates in sight.”
- “Hey, @Ticketmaster – you are no longer offering refunds to postponed events? Only officially cancelled ones? And the policy is RETROACTIVE?”
- “Millions of fans would like an explanation…right now. #Ticketmaster“
- “so apparently Ticketmaster isnt offering any refunds for postponed shows anymore. lets throw a lawsuit party?”
- “Acknowledge that these purchases were made when people were unaware they’d be out of work for 2 months or laid off entirely. Empathize.”
Hardly surprising Ticketmaster is trending on Twitter.
For its part, Ticketmaster claims its refund policy as always been the same and it simply changed the wording to clarify its longstanding policy for consumers. That strikes us as tone-deaf and insensitive given the plight of consumers during this pandemic.
Airlines and other businesses are handling payment refunds in similar ways harmful to consumers who may need a refund. Air Canada, for example, will only issue credits, not refunds for canceled flights. We suspect governments and various attorney generals will not see these payment refund policies favorably.
Rep Katie Porter to the rescue?
The ticket-buying industry as always been a source of consumer complaints. With more than 20,000 events canceled or postponed and the peak summer concert and events season at risk, the industry and Ticketmaster seem poised for a crisis.
Ticketmaster sells more than $30 billion in tickets every year. The top 200 events and concerts in 2020 were predicted to generate more than $12 billion according to Pollstar but the industry loss could reach $9 billion if shows are shut down for the remainder of the year.
Ticket buyer Tammi Coombs, a 50-year-old yoga instructor from Indiana told The New York Times she had a lot of money tied up in concert tickets for the Rolling Stones, Chicago, Elton John, and Sturgill Simpson – money she could desperately use at the moment. “I have about $3,000 tied up in these tickets,” Ms. Combs said in an interview. “This is my money that they are holding hostage.”
California representative and consumer watchdog Katie Porter looks ready to take up the torch on behalf of affected ticket buyers. She criticized Ticketmaster on Twitter yesterday “for continuing to shine in what is apparently a competition to provide the worst customer service in any industry. Exorbitant ticket fees for negligible benefits—now taking advantage of a crisis to line their pockets?”
Rep Porter has shown herself to be a fearless consumer advocate, pressing many CEOs and senior government officials in Congress to do their jobs properly, ethically and to meet their obligations to simply do what’s right.
If I was Ticketmaster or other companies using such anti-consumer payment scams and practices, especially during the coronavirus crisis, I’d be looking nervously over my shoulder at what may happen in Congress and with consumers online in the US and around the world. The blowback and reputation risk are huge for business.
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