Music fans with tickets to concerts or festivals that have been postponed due to the COVID-19 crisis are wondering why they can’t get refunds.
Their frustration is being fuelled by social media claims and erroneous media reports that Ticketmaster changed its refund policy during the pandemic.
The company has pointed out that the policy – which customers have to click to accept before buying tickets – has not changed. The policy states that refunds are automatically issued for events that are cancelled but individual promoters “may set refund limitations” for events that are postponed or rescheduled.
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Accusations that Ticketmaster changed its refund policy came after the company updated the wording on its website.
In a statement, Ticketmaster acknowledged there was “more flexibility with refunds for postponed or rescheduled events” prior to the COVID-19 outbreak but now it is “focused on supporting organizers as they work to determine venue availability, new dates and refund policies, while rescheduling thousands of events in what continues to be an evolving situation.”
In a tweet late Tuesday, the company reiterated that promoters hold on to ticket revenues, not Ticketmaster, and also “retain the ability to set individual policies for their postponed or rescheduled events.” (It failed to mention that the biggest promoter is its parent company, Live Nation.)
“While we cannot guarantee all event organizers will offer refunds on their rescheduled events," read the tweet, "we anticipate the vast majority will make a refund window available once new dates have been determined.”
Several music festivals, like the Quebec Summer Festival, have been cancelled outright – meaning refunds are being issued – but others have only been postponed. In announcing that Montreal's Osheaga festival is on hold, promoter evenko said in a release that fans "are invited to keep their tickets pending further information." In an April 9th statement on its website, organizers of Ottawa's Bluesfest promised: "Should the festival need to be postponed or cancelled, the option for a full refund will be available."
As for concert tours, virtually all artists have chosen to postpone instead of cancel. Justin Bieber, Rage Against the Machine, Camila Cabello, BTS and Harry Styles are among the many acts telling fans to hold on to their tickets, which will be honoured at rescheduled shows. One exception is Niall Horan, who cancelled his Nice To Meet Ya’ World Tour. “I want to announce new dates soon but I don’t think it’s fair on you guys to do so until the dust has settled and things have gone back to normal,” he explained. “For now, all tickets purchased will be refunded.”
While many fans are happy to keep their tickets and wait, others say they need the money during a challenging time – especially since large gatherings are not likely to happen again until next year.
This article has been updated since it was published.