Ticketmaster is one of the largest ticket sales and distribution companies in the world. They sell tickets for concerts, sporting events, and theater shows across North America, Europe, and Australia. Ticketmaster provides a fan guarantee that aims to ensure valid tickets and prevent fraud. However, some aspects of Ticketmaster’s services come with disclaimers and limitations. So is Ticketmaster 100% guaranteed? Let’s take a closer look.
Ticketmaster’s Fan Guarantee
Ticketmaster provides the following fan guarantee:
“You’ll get valid tickets in time for the event or your money back. If the event is canceled and not rescheduled, you’ll get a refund. That’s our guarantee.”
This guarantee seems to cover the basics – if you buy a ticket from Ticketmaster, you’ll either get a valid ticket in time for the show, or get your money back. There are some qualifications to the guarantee, but overall it provides some peace of mind when buying tickets.
Limitations and Disclaimers
However, Ticketmaster’s website and policies contain disclaimers that add some limitations to their guarantees. Here are some things to be aware of:
– The fan guarantee only applies to tickets sold directly by Ticketmaster. If you purchase resale tickets through a third party site, the guarantee does not apply.
– The money back guarantee only applies if the event is canceled and not rescheduled. If the event goes on as scheduled, even if you can’t attend for personal reasons, Ticketmaster will not provide refunds.
– Ticketmaster is not responsible for lost, stolen or damaged tickets after they’ve been delivered to the customer.
– Ticketmaster does not guarantee seat locations and is not liable for disputes over seating arrangements.
– Ticketmaster states they are not liable for travel or accommodation expenses tied to canceled or rescheduled events.
So while Ticketmaster pledges to deliver valid tickets for events as scheduled, there are scenarios where customers may not get refunds or compensation from Ticketmaster if plans change.
Common Ticketmaster Complaints
While many Ticketmaster transactions go smoothly, they have also received a fair share of customer complaints over the years. Some common grievances include:
Hidden Fees
Ticketmaster is notorious for tacking on services fees, processing fees, and other charges on top of the base ticket price. These extra fees can add a significant percentage to the overall cost and are not always clearly disclosed up front. Customers often feel these fees are excessive.
Difficulty Getting Refunds
As noted above, Ticketmaster’s refund policy contains many limitations. Changes to events, personal emergencies, and other circumstances that prevent ticket use does not guarantee refunds. Customers are often frustrated when Ticketmaster refuses to issue refunds in extenuating circumstances.
Problems with Resale Tickets
Since Ticketmaster’s guarantees only apply to direct purchases, customers buying resale tickets sometimes encounter problems. Some common issues include invalid tickets, scam sellers, and misrepresention of seat locations. Ticketmaster generally does not offer support or refunds for these resale transaction problems.
Website Errors and Crashes
During major ticket sales for popular events, customers often complain about website slowdowns, crashes and errors that prevent them from purchasing tickets. The heavy traffic load sometimes overwhelms the Ticketmaster website.
Lack of Customer Service
Many customers have expressed frustration with getting timely and helpful responses when contacting Ticketmaster customer service. Between long phone waits and vague emailed replies, customers often feel left hanging when they have an issue.
Filing a Complaint with Ticketmaster
If customers have issues with their Ticketmaster purchase, there are ways to file formal complaints and seek restitution. Here are some tips:
Gather Documentation
Keep copies of all receipts, order confirmations, delivery notifications, and any other materials related to your ticket purchase. These will support your case if you need to prove any discrepancies.
Try Contacting Customer Service First
Reach out to Ticketmaster’s customer service by phone or email with details on your complaint. Provide them a chance to resolve the issue before taking further action.
Escalate Your Complaint If Needed
If frontline customer service is unable to resolve the problem satisfactorily, request that your complaint be escalated to a supervisor or manager. Be persistent yet polite in having your case reviewed.
Contact Your State Attorney General
If Ticketmaster does not address your complaint internally, each state has an attorney general’s office you can contact to file a formal consumer complaint. They can launch an investigation into the company on your behalf.
Complain to the Better Business Bureau
The BBB allows consumers to file complaints against companies online. Complaint data is tracked and made public to help identify frequent issues customers have with a business.
Post on Social Media
Many companies respond quickly to negative publicity on social media. Posting your complaint on Twitter or Facebook may prompt Ticketmaster to reach out with a resolution.
Initiate a Chargeback
If you paid with a credit card, you can dispute the charges with your card issuer if Ticketmaster is unwilling to refund your money for issues with the purchase.
Take Legal Action
In rare cases, unresolved complaints may need to be handled in small claims court. Seeking legal advice from an attorney is recommended before taking this step.
Is Ticketmaster Reliable Overall?
Ticketing Industry Challenges
In evaluating Ticketmaster’s reliability, it helps to understand some inherent challenges in the ticketing industry:
– Managing extremely high demand for hot events
– Preventing bots and scalpers from hoarding tickets
– Balancing promotions across various sales channels
– Keeping reseller sites from price-gouging
– Providing options for last-minute ticket exchange
Juggling all these complex factors is not easy. Mistakes and exceptions are bound to happen when serving millions of customers.
Improved Protections in Recent Years
Ticketmaster has stepped up efforts to better protect customers:
– Stricter policies prohibit speculative and predatory ticket selling.
– CAPTCHA and other controls combat bots snatching up tickets.
– Fan-to-fan ticket exchanges allow upgrades and returns.
– Recommendations steer customers away from potentially invalid resale tickets.
They’ve also expanded tools for buyers to verify ticket authenticity to limit fraud.
Most Purchases Go Smoothly
Considering their massive volume of ticket sales, the majority proceed without major issues. A minority of exceptional cases tend to get highlighted publicly. But outside these problem transactions, Ticketmaster satisfies countless customers.
Best Practices for Using Ticketmaster
Despite their reliable track record overall, there are some best practices customers can follow to maximize the chances of a smooth Ticketmaster purchase:
Buy Directly from Ticketmaster
Use Ticketmaster.com or their official mobile app whenever possible. Avoid third party resellers not covered by their guarantees.
Be Ready Right When Tickets Go On Sale
Log in ahead of time and refresh precisely at the advertised sale start time. Popular events sell out in seconds so you need to be ready to buy immediately.
Understand the Fees
Factor Ticketmaster’s various fees into your budget so final costs are not a surprise. Fees range from 10% to over 20% typically.
Review Policies Thoroughly
Take time to read Ticketmaster’s purchase policies, guarantees, and restrictions fully. This ensures no unwelcome surprises if you need support down the road.
Screenshot Everything
Take screenshots during checkout and save all confirmation emails and receipts. This provides proof if any order disputes arise.
Buy Ticket Insurance
Optional Ticketmaster Protector insurance provides refunds for covered scenarios like event cancellations, travel issues, or illness. The extra fee buys peace of mind.
Avoid Scalpers and Scams
Only buy secondhand tickets from trusted sources at reasonable markups. Fake ticket scams are common – always verify authenticity carefully first.
Contact Support Promptly if Problems Arise
Do not delay in contacting Ticketmaster if you encounter any issues with your order, such as invalid tickets. Timely follow up is key.
Be Cautiously Optimistic
Approach the ticket buying process with measured hope rather than unrealistic expectations. Things generally go smoothly but be prepared for potential hiccups.
Conclusion
Ticketmaster aims to provide a reliable ticketing service but the complexity of the industry means there are inevitably exceptions. While they have a decent overall track record and improving protections for consumers, customers should exercise some diligence on their end. Remaining informed, avoiding scams, carefully reviewing policies, and promptly contacting support can go a long way towards ensuring a successful ticket buying experience. With over 600 million tickets sold annually, most transactions go off without a hitch but it pays to be proactive just in case.