Ticketmaster has agreed to address concerns around “misleading” pricing in response to the backlash over the Oasis reunion tour. Advocates argue that fans who felt “cheated” should be entitled to refunds.
The Competition and Markets Authority disclosed that it has obtained formal commitments from Ticketmaster after conducting an inquiry. This development follows the outcry from fans who, upon trying to purchase tickets for Oasis’s highly anticipated tour last year, discovered significantly higher prices than initially advertised after enduring lengthy online queues. Instances included ticket prices escalating from £148 to £355 upon release.
The CMA highlighted two key issues, including Ticketmaster’s failure to inform waiting fans about varying prices for standing tickets and the sudden price hikes once cheaper tickets were sold out. Additionally, the company sold some “platinum” tickets at nearly 2.5 times the cost of standard tickets without clarifying any additional benefits compared to other tickets in the same venue sections.
In an update, the CMA stated that Ticketmaster has agreed to enhance pricing transparency for customers through voluntary commitments, emphasizing that this is done “without any admission of wrongdoing or liability.”
To address the identified concerns, Ticketmaster will notify fans 24 hours in advance if a tiered pricing structure is in place and provide clear information about ticket differences. Moreover, fans will now be informed about ticket price ranges upon entering a queue and receive regular updates as cheaper tickets are sold out. Ticketmaster has also committed to refrain from using misleading ticket labels that could inaccurately imply one ticket’s superiority over another.
The CMA also investigated Ticketmaster’s use of “dynamic” pricing but found no evidence of such tactics during the Oasis sale. The authority stressed the importance of transparent and accurate information for fans spending their money on events like the Oasis tour.
Ticketmaster responded by welcoming the CMA’s confirmation that no dynamic pricing or unfair practices were employed. The company voluntarily pledged to improve communication on ticket prices during queues to enhance the customer experience.
The CMA’s warning in March highlighted potential misleading practices by Ticketmaster regarding the sale of premium tickets for Oasis’s reunion concerts. The watchdog suggested that labeling some tickets as “platinum” at inflated prices could have breached consumer laws by misleading fans.
Lisa Webb, a consumer law expert at Which?, advocated for fairer pricing practices and urged Ticketmaster to refund fans who paid more than the face value for tickets. While Ticketmaster agreed to comply with regulations going forward, critics expressed disappointment that the CMA did not demand refunds for affected fans.
Culture Secretary Lisa Nandy commended Ticketmaster’s efforts to improve pricing transparency and sales processes post the Oasis tour incident. The government also pledged to introduce new consumer protections for ticket resales to prevent unfair practices.