The Ticketmaster app has faced some criticism recently, with users reporting issues with purchasing tickets through the app. While the app offers convenience for many fans looking to buy tickets, some problems have caused frustration.
What are the main complaints about the Ticketmaster app?
Here are some of the top issues users have reported with the Ticketmaster app:
- Difficulty getting tickets – Many fans complain that hot tickets sell out instantly, even when they attempt to purchase right at the sale time. This suggests issues with bots or other problems with the ticketing system.
- Hidden fees – Users are often hit with substantial fees at checkout that weren’t shown earlier in the process. These “hidden fees” result in tickets costing much more than expected.
- Crashes during big sales – When ticket demand is high for a major concert or event, the app often crashes or encounters errors. This prevents fans from completing their purchases and costs them tickets.
- Overpriced resale tickets – The Ticketmaster resale marketplace is accused of allowing sellers to dramatically inflate prices. Fans argue this takes advantage of demand.
- Glitches and bugs – General software issues like freezing, crashing, and error messages plague the app. These glitches make it difficult to rely on the app for ticket purchases.
Frustrated customers have flooded app reviews with complaints about these and other issues. Many feel the Ticketmaster app offers a botched user experience.
What evidence is there of bots or other problems?
There are a few key signs that suggest scalpers or bots are scooping up tickets ahead of fans:
- Sell out times under 1 second – Many major concerts sell out instantly, sometimes in less than 1 second according to fans. It’s unlikely this is all organic demand.
- Tickets on resale sites immediately – Just minutes after sell-outs, large quantities of tickets appear on reseller sites like StubHub. The speed suggests scalpers using bots beat fans.
- Lack of purchase limits – Unlike some other ticket sellers, Ticketmaster doesn’t enforce purchase limits on hot shows. This allows scalpers to buy up stacks of tickets.
- Tickets not tied to buyer – Tickets don’t require the buyer’s name or ID, allowing scalpers to resell them easily. Requiring identification could limit this practice.
While Ticketmaster has denied accusations of bots, independent studies estimate 20-30% of tickets are scooped up this way. Fans argue the company hasn’t done enough to verify ticket buyers are human.
What has Ticketmaster’s response been?
Ticketmaster has addressed complaints in a few ways:
- Denied bot problem – Ticketmaster has repeatedly denied bots are an issue on its platform. The company claims captchas and other protections successfully block bots.
- Blamed demand – For sellouts, Ticketmaster often cites exceptional organic demand, not bots or scalpers. They argue hot shows will sell out no matter what.
- Highlighted Verified Fan program – Ticketmaster points to its Verified Fan program as a solution. It requires buyers register in advance and supposedly weeds out scalpers.
- Defended fees – The company defends its fees as covering the costs of running its platform and services.
However, many fans argue these responses are inadequate. They want Ticketmaster to take more decisive action to improve the buying experience and shut down scalpers.
What are some potential solutions?
Here are some steps critics argue could help improve Ticketmaster’s ticketing issues:
- More rigorous bot detection – Better technology and mandatory identity checks could help block more bots.
- Limit purchase quantities – Capping how many tickets each buyer can purchase would deter scalpers.
- Low price guarantees – Guaranteeing the initial face value price would prevent ridiculously inflated resale prices.
- Mobile ticket IDs – Requiring tickets be tied to the buyer’s phone would make them non-transferable.
- Fee caps – Putting limits on the amount of fees added could improve price transparency.
- Waiting rooms – Using online “waiting rooms” for high-demand tickets could create a fairer on-sale process.
While Ticketmaster is unlikely to implement all such demands, increased public pressure could push them to address the most serious complaints and improve the user experience.
Conclusion
The Ticketmaster app continues to frustrate many fans with tech issues, hidden fees, and problems securing hot tickets. Evidence suggests scalpers and bots are beating real fans, often with help from Ticketmaster’s policies. While the company defends its practices, critics argue major changes are needed to fix a broken system. With public pressure mounting, it’s possible Ticketmaster will have to evolve its ticketing model to retain customers. But for now, fans are left with an app that offers convenience but too often produces pain.
