Ticketmaster is one of the largest ticket sales and distribution companies in the world. They sell tickets for various events like concerts, plays, and sports games. Many customers have asked whether tickets purchased through Ticketmaster can be refunded if the event is canceled or the customer can’t attend for some reason. This article will examine Ticketmaster’s refund policies and discuss the various situations where ticket refunds may or may not be possible.
Ticketmaster’s Refund Policy
Ticketmaster has a standard refund policy that applies to most events and tickets sold through their website or app. According to their policy:
- Refunds are available if the event is canceled, postponed, or rescheduled. Customers can get a refund if they cannot attend the new date.
- For personal reasons, if customers cannot attend an event, they can resell or transfer tickets through Ticketmaster up to 48 hours before the event.
- There are no refunds for tickets to events that proceed as scheduled if the customer cannot attend for personal reasons.
- Refunds must be requested within 30 days of the event’s cancellation or new date being announced.
- Refunds are generally applied to the original payment method used to purchase the tickets.
The refund policy may vary for specific events or venues. Customers should carefully review the policy displayed during the ticket purchase process to understand any event-specific refund rules.
Refunds for Canceled or Postponed Events
Ticketmaster will issue a refund when an event is outright canceled by the artist, team, or venue. If an event is postponed or rescheduled, they will also refund tickets if customers cannot attend on the new date. Some key points about refunds for canceled or postponed events:
- Refunds are typically automatically processed within 30 days if the event is canceled or new event details are announced.
- Customers can also proactively request a refund by contacting Ticketmaster Customer Service within 30 days.
- For postponed events, customers have 30 days from the announcement to request a refund if they cannot attend the new date.
- Refunds are issued to the original payment method used to purchase the tickets.
- Refunds only include the face value of the ticket, not any processing fees which are non-refundable.
The refund timeframe or process may vary for some events. Check the specific event pages for details. But in general, Ticketmaster will issue refunds if the event is outright canceled or if the customer cannot attend a rescheduled event.
Refunds for Personal Reasons
If a customer cannot attend a ticketed event for personal reasons, and the event proceeds as originally scheduled, Ticketmaster does not offer refunds. Some examples of personal reasons that are not eligible for ticket refunds:
- Sudden illness or medical reasons
- Family emergency
- Travel disruption
- Change of plans
- Mistaken event date
However, customers do have a couple of options if they cannot use the tickets for a personal reason:
Resell or Transfer Tickets
Ticketmaster allows customers to resell or transfer tickets through their ticket exchange platform. This allows the customer to recoup some of the cost of the tickets by reselling them to another fan. Tickets can be posted for resale or transferred for free to friends and family. There are a few key conditions:
- Tickets must be resold/transferred no later than 48 hours before the event’s start time.
- Prices are set by the seller, though Ticketmaster recommends listing them at or below face value.
- The seller pays a service fee to Ticketmaster when the tickets resell.
Reselling provides a way for customers to recover the cost of unused tickets when they cannot attend an event for personal reasons unrelated to a cancellation.
Donate Tickets
Some events and teams allow Ticketmaster customers to donate tickets to charity if they cannot use them. This allows the tickets to be redistributed to fans who may not otherwise be able to attend. Key points on ticket donations:
- Donations must be made prior to the event’s start time, often 48 hours in advance.
- Donated tickets are given to charity partners like local community groups, nonprofits, schools, etc.
- Customers can get a tax deduction for the ticket’s face value.
- Donation eligibility and partners vary by event.
Donating is a way for customers to do some good with unused tickets instead of letting them go to waste.
Types of Tickets with No Refunds
While Ticketmaster does generally offer refunds for canceled or postponed events, there are some types of tickets that are sold with no refunds under any circumstances. These include:
Non-Refundable Tickets
Some specific events or ticket types are sold as non-refundable. This means Ticketmaster will not offer any refund for canceled events or personal reasons. Non-refundable tickets are normally priced lower but carry a larger risk.
Resale Tickets
Tickets resold through Ticketmaster’s ticket exchange platform are generally not refundable. The terms are set by the reseller. Refunds must be handled directly between the buyer and seller.
VIP Packages
Special VIP ticket packages that include extra perks like premium seating, backstage access, merch, etc. are usually non-refundable. The additional components are often prepaid by the venues.
For any of these non-refundable ticket types, customers need to carefully check the details before purchasing tickets to ensure they understand the no refund policy.
Getting Refunds on Fees
When Ticketmaster issues refunds for canceled or postponed events, only the base ticket price is refunded. Any processing fees charged during the original ticket purchase are non-refundable. This includes charges like:
- Processing fees
- Service fees
- Delivery fees
- Facility charges
- Order processing fees
These various fees represent Ticketmaster’s charges for its ticketing services. Around 25-30% of the total ticket cost goes to fees. Customers do not get back the fees if they get a refund, only the face value of the tickets. There are very limited exceptions where fees may be refunded at specific events’ discretion.
How to Request Refunds from Ticketmaster
When eligible for a refund from Ticketmaster, customers should take the following steps to request and receive money back on their ticket purchase:
- Contact Ticketmaster Customer Service within 30 days of the event’s cancellation or new date being set.
- Call Ticketmaster’s support line at (800) 653-8000 (US) or your local number.
- Initiate a live chat support session on Ticketmaster’s website.
- Email Ticketmaster customer support with details on your refund request.
- Provide order details like order number, event,original purchase date, ticket quantities, etc.
- Explain the reason you are eligible for a refund, such as event cancellation, inability to attend new date, etc.
- Double check the event’s refund policy if you are unsure of eligibility.
- Ticketmaster will validate the refund request and initiate processing if approved.
- Refunds are typically issued to the original payment method used for purchase within 30 days.
- Follow up if the refund has not been received after 30 days of request.
Contacting support and providing all relevant details is vital for Ticketmaster to quickly validate and process the refund. Customers should act promptly within the 30 day window required by most events and Ticketmaster’s policy.
Common Ticketmaster Refund Issues
Despite Ticketmaster’s standard refund policies, customers sometimes encounter problems getting ticket refunds approved and processed. Some common issues include:
Long Refund Processing Times
Though Ticketmaster aims to issue refunds within 30 days, it often takes much longer during peak periods when many events are impacted. Refunds may take 60+ days after an event is canceled or postponed.
Refund Rejected for Personal Reasons
Customers are often upset when Ticketmaster denies refunds for personal reasons not covered by their policy. Their policy is fairly firm on only refunding canceled or rescheduled events.
Fees Not Refunded
As fees are non-refundable, some customers get frustrated expecting full refunds when events are canceled, not realizing the fees portion is not refunded.
Resale Ticket Refund Rejection
When trying to get refunds on resale marketplace tickets, customers encounter rejections as those tickets have no guaranteed refund policy.
In these scenarios, customers need to carefully review the specific event policies and Ticketmaster’s standard terms around what is refundable. Reaching out to customer service is important before assuming a refund can be obtained.
Getting Help with Ticket Refunds
If customers encounter problems getting ticket refunds approved from Ticketmaster, there are a few options to pursue further help:
- Keep contacting Ticketmaster Customer Service – Persistence with customer service is vital to get updates on refund requests and clarity on policies.
- Contact venue or event box office – For specific event refund issues, contacting the venue or event organizers may yield additional help.
- Initiate a chargeback – As a last resort if Ticketmaster does not issue a refund, request a chargeback via your credit card company for canceled or rescheduled events.
- Complain on social media – Posts tagging Ticketmaster about unfair refund issues will sometimes prompt customer service responses.
While Ticketmaster’s refund policies are restrictive regarding personal reasons and fees, they do offer clear refunds for event cancellations and postponements. Understanding the policies and timeframes is crucial. Quickly contacting customer service upon eligibility helps expedite processing refunds owed on tickets.
Key Takeaways
- Ticketmaster refunds tickets if an event is canceled or postponed and the customer cannot attend the new date/time.
- No refunds are offered for personal reasons if the event proceeds as scheduled.
- Customers can resell or donate tickets through Ticketmaster if they cannot attend an event.
- Fees are not refunded, only the base ticket price.
- Refunds must be requested within 30 days of a cancellation or new event date.
- Refunds typically take 30+ days to process after an approved request.