Ticketmaster is the largest ticket sales and distribution company in the United States, selling tickets for concerts, sports games, theater shows, and more. With concerts being cancelled or rescheduled frequently due to the COVID-19 pandemic, many Ticketmaster customers are wondering about the company’s refund policy if a concert is cancelled.
Quick Answers
– Ticketmaster’s official refund policy states that refunds are available if an event is cancelled and not rescheduled. Customers have 30 days from the event’s cancellation date to request a refund.
– Refunds are typically issued to the original method of payment used to purchase the tickets.
– For cancelled events, Ticketmaster aims to issue refunds within 30 days of the request being received. However, high refund volume can sometimes delay this process.
– If an event is rescheduled instead of cancelled, Ticketmaster will allow customers to use their original tickets for the new event date. Refunds are not guaranteed for rescheduled events.
– Customers must request refunds directly through Ticketmaster – refunds cannot be processed by concert venues or box offices.
Ticketmaster’s Official Refund Policy
According to Ticketmaster’s Purchase Policy, if an event is cancelled with no rescheduled date, refunds are available to ticket purchasers. Customers have 30 days from the event’s cancellation date to request a refund through Ticketmaster.
The 30-day window provides time for the event venue and promoters to announce details about ticket refunds and exchanges. Specific refund instructions are typically provided on the Ticketmaster event page following a cancellation announcement.
In most cases, refunds will be issued to the original payment method used to purchase the tickets. For example, if tickets were purchased with a credit card, the refund would be issued back to that same credit card. Cash refunds are not provided under any circumstances.
Time Frame for Refund Processing
Ticketmaster states that they aim to process refunds within 30 days of receiving a customer’s refund request for a cancelled event.
However, the company notes that high refund request volumes can sometimes delay processing times beyond the normal 30-day window. Reasons refunds may be delayed include:
– An extremely high number of refund requests for a popular cancelled event
– Technical issues or glitches in Ticketmaster’s system
– Negotiations with event organizers regarding how ticket costs will be refunded
– Verification of customer identity and purchase records
So while Ticketmaster commits to a 30-day processing target for refunds, the actual time frame may vary depending on factors like those above.
Refund Policies for Rescheduled Events
The refund situation gets a bit more complicated when an event is rescheduled rather than cancelled outright.
According to Ticketmaster’s Purchase Policy, if an event is rescheduled, customers will receive an email notification with details about the new event date and time. Eligible tickets will automatically be valid for the rescheduled event.
However, there is no guarantee of refunds if a concert or other event is rescheduled instead of cancelled. Customers may request a refund within 30 days of the rescheduled event date being announced, but approval is not promised.
If an event is rescheduled multiple times, customers may request a refund within 30 days of each rescheduling announcement. Ticketmaster maintains full discretion on whether to approve or deny refund requests for rescheduled events, though.
Exchange Policies for Rescheduled Events
For rescheduled events, Ticketmaster does allow ticket exchanges in some cases. If a customer cannot attend a concert or event on the new rescheduled date, they may be able to exchange their tickets for vouchers equal to the amount paid. These vouchers can then be used to purchase tickets for another Ticketmaster event within a year of the voucher being issued.
Exchanges can be requested within 30 days of the rescheduled event date being announced. As with refunds, exchanges are not guaranteed approval in all cases. Each request is handled on a case-by-case basis.
How to Request Refunds from Ticketmaster
Refund and exchange requests cannot be processed by concert venues, box offices, or other third-party services. Customers must submit refund requests directly through Ticketmaster.
Here are the steps to request a refund from Ticketmaster if an event is cancelled or rescheduled:
1. Log in to your Ticketmaster account online or via the mobile app.
2. Navigate to the order for the cancelled/rescheduled event.
3. Click “Request a Refund” – this option will only appear if refunds are being offered.
4. Select the tickets you wish to request a refund for.
5. Follow the prompts to submit and confirm your refund request.
6. Allow 30+ days for Ticketmaster to process approved refunds.
You can also call Ticketmaster’s Fan Support line at 1-800-653-8000 to request a cancellation refund or rescheduling exchange by phone. Support agents may be able to initiate the refund process on your behalf.
Factors That Can Impact Refund Availability
While Ticketmaster’s standard policy is to provide refunds for cancelled events, there are some exceptions and risk factors to be aware of:
– **Artist or promoter policies** – Some performers have unique policies that override Ticketmaster’s general refund rules. This can restrict availability of refunds for cancelled or rescheduled shows.
– **Bankrupt promoters** – If an event promoter goes bankrupt, refunds may be halted completely. This happened most notably with Fyre Festival in 2017.
– **Class action limits** – If you participate in an event-related class action lawsuit, you often forfeit eligibility for direct refunds through Ticketmaster.
– **Third-party purchases** – Tickets purchased through unofficial resellers are not guaranteed refunds. Only tickets bought directly via Ticketmaster are refund eligible.
– **International events** – Refunds for events outside the United States may be handled differently in accordance with local regulations.
So while Ticketmaster does offer refunds for cancelled events in most cases, there are scenarios where refunds could be denied or limited for reasons outside Ticketmaster’s direct control. Customers should be aware of these risk factors before purchasing tickets.
Getting Refunds for Tickets Purchased from Resellers
Many customers purchase concert and event tickets from ticket resellers like StubHub, VividSeats, SeatGeek, and more. In these scenarios, your refund options are different than if buying directly from Ticketmaster.
Most resale marketplaces have their own cancellation policies in place. However, they are ultimately bound by the inventory and refund options provided by Ticketmaster on behalf of the event organizer.
If Ticketmaster cannot issue refunds for an event, then tied-in resellers also cannot offer refunds. The reseller can only work within theTicketmaster ecosystem.
That said, some reputable resellers like StubHub provide guarantees on refunds for cancelled events. Be sure to review the reseller’s policy details before purchasing second-hand tickets to understand any refund guarantees if the event is called off. Having a guaranty provides an extra layer of protection beyond Ticketmaster’s own policy.
Strategies to Get a Refund for a Cancelled Concert
Here are some additional tips to maximize your chances of getting a full refund if your concert tickets become nullified:
– **Act quickly** – Request your refund as soon as the cancellation is announced for the best shot at approval.
– **Call for priority service** – You may be able to get faster refund processing by calling Ticketmaster directly instead of refunding online.
– **Check delivery delays** – If tickets were transfered late or lost in delivery, highlight this issue to strengthen your refund case.
– **Use buyer protection** – File claims with services like credit card purchase protection to cover your bases.
– **Sell to a reseller** – Even if Ticketmaster denies you a refund, you may be able to recoup costs by reselling tickets to a broker.
– **Dispute as a last resort** – Initiate a billing dispute with your credit card company if all other refund avenues fail.
Conclusion
Ticketmaster does generally offer refunds to customers if a concert or event is cancelled outright with no rescheduling. However, refunds are not guaranteed if an event is simply postponed or rescheduled for a later date.
To have the best chance of getting your money back after a cancellation, request a refund from Ticketmaster directly within 30 days of the event being called off. Beware of risk factors like artist policies, resellers, and third-party purchases that can void standard Ticketmaster refunds. And be prepared to take extra measures like dispute claims if your initial refund request is denied.
Scenario | Refund Availability |
---|---|
Event is cancelled, no rescheduling | Refunds available within 30 days of cancellation |
Event is rescheduled for a later date | Refunds not guaranteed; exchanges may be offered |
Tickets purchased via Ticketmaster | Eligible for standard refund policy |
Tickets purchased via reseller | Subject to reseller’s own cancellation policy |
Customer files class action lawsuit | Forfeits eligibility for direct refund |