If a Ticketmaster event is canceled, there are a few different things that can happen depending on the reason for the cancellation and the event’s refund policy. Here are some of the most common scenarios:
The event is postponed or rescheduled
If the event is postponed or rescheduled for a later date, Ticketmaster will typically allow tickets to be valid for the new event date. This means ticket holders won’t have to do anything – their tickets will automatically be valid for the future date.
Ticketmaster will notify ticket holders by email about the postponement and the new event date. The notification will have details on the new date, time, and venue location if it has changed. Most of the time, all original tickets will remain valid for the rescheduled event.
If you can no longer attend on the new date, you can generally request a refund within a certain window of time once the postponement is announced. The timeframe to request a refund depends on the event. You’ll need to contact Ticketmaster or the original point of purchase to request a refund following the postponement announcement.
The event is canceled completely
If an event is outright canceled with no plans to reschedule, Ticketmaster will automatically issue refunds to all ticket purchasers. Refunds are generally issued back to the original payment method used to purchase the tickets.
The refund timeframe can vary based on the event and scale of the cancellation. For major cancellations affecting a lot of customers, it may take 30-90 days for all refunds to be processed fully. Ticketmaster notes on its website that most refunds are issued within 30 days, but it depends on factors like your bank’s processing times.
If your refund has not been issued after 30 days, you can contact Ticketmaster Fan Support to check on the status. They can look into your specific case and see if there’s any hold up with the refund.
You purchased ticket insurance
If you purchased ticket insurance when you bought your tickets through Ticketmaster, the insurance may help recoup the ticket cost if the event is canceled. Ticketmaster offers ticket insurance through a partner called Allianz Global Assistance.
With ticket insurance, you can typically file a claim to get the original base ticket price back (excluding fees) if the event is canceled and not rescheduled. Ticketmaster provides a Ticketmaster Event Assurance FAQ with a claims process overview.
To file a claim, you’ll need to call Allianz Global Assistance within the claim timeframe – usually 30 days from the event cancellation announcement. Claims can also be submitted by mail along with the necessary supporting documentation to verify your ticket purchase and the cancellation.
If you run into any trouble with the claims process, you can call Allianz for help. The claim payment timeframe is generally 7-10 days from approval of the claim.
You have VIP tickets or ticket packages
If you purchased VIP tickets, travel or hotel packages, or other high-end ticket offerings for a canceled event, the handling can be different versus standard ticket-only purchases.
According to Ticketmaster, if an event is postponed, any associated VIP amenities, packages or special offers will typically be honored at the rescheduled date. If the event is outright canceled, Ticketmaster asks that you contact their fan support team for “individual assistance on next steps regarding your VIP purchase.”
This is because VIP components like meet-and-greets, exclusive merch, and other high-touch parts of special ticket packages are harder to replicate if an event is fully canceled. Ticketmaster’s team will work with you directly on handling reimbursements or substitutions for canceled VIP perks associated with each event.
You purchased tickets via resale marketplace
If you purchased tickets through a resale marketplace like StubHub, VividSeats, or TicketNetwork instead of directly via Ticketmaster, the handling of any ticket refunds gets more complicated.
Each resale marketplace has its own buyer guarantees and policies around canceled events and issuing refunds. Some guarantee refunds, others issue a site credit, and policies depend on the timing and specifics around event cancellations.
Generally most sites will issue a refund back to the original purchase method if an event is outright canceled and not rescheduled. But this depends on their specific buyer guarantees. Be sure to read the fine print of the site’s policies.
If you bought via a resale marketplace and have issues getting a refund after a cancellation, you’ll need to contact their customer support team directly to file a claim or complaint if you are outside of their normal refund policy window.
You have paperless or mobile tickets
If you purchased paperless tickets or used the Ticketmaster mobile app to access your event tickets, there are no physical printed tickets to return in the case of a cancellation. However, you are still eligible for a refund.
For mobile tickets and paperless/print-at-home tickets, Ticketmaster will automatically invalidate these ticket barcodes and issue your refund electronically. You do not need to take any action with digital tickets. Refunds are issued to the original credit card or payment method used to make the purchase.
If you run into any trouble getting your refund for paperless/mobile tickets and have already allowed 30+ days for processing, you can contact Ticketmaster Fan Support for individual assistance.
You received tickets as a gift
If you received event tickets as a gift and the event later gets canceled, who receives the refund depends on how the original ticket purchase was made.
If the tickets were transferred to you via Ticketmaster’s ticket transfer service, then the refund will go back to the fan who originally bought the tickets.
If the tickets were informally gifted to you (printouts, PDFs, etc), then unfortunately there is no way for you to get the refund back since all refunds are processed back to the original method of payment. Only the original ticket purchaser can receive the refund.
If you ran into this situation where someone gifted you tickets that later were refunded back to them after a cancelation, you would need to contact the original purchaser personally to see if they can send you the refunded amount.
You purchased non-refundable tickets
Some Ticketmaster tickets are sold as “non-refundable” when you go through the purchase process. This is common with high demand events or promotors who have strict no-refund policies.
Typically if an event is canceled and tickets were sold as non-refundable, the tickets do still become eligible for a refund. So you should still receive your money back if it is fully canceled and not postponed or rescheduled.
However, always double check the specific terms and policies. For some non-refundable tickets, a site credit may be issued instead of a full cash refund. Reach out to Ticketmaster support if you had non-refundable tickets for a canceled event but did not receive a refund within 30 days.
You purchased tickets from the event venue or box office
If you purchased tickets directly through the event venue’s box office, either in-person or over the phone, your refund situation may be handled differently.
Many venues have their own refund policies for events booked independently through their box office. This can vary greatly. Some may issue automatic refunds back to your method of payment while others may require you to mail in tickets or visit the venue box office.
If your tickets were for an event booked via Ticketmaster that later got canceled, Ticketmaster will handle issuing all refunds – regardless of original point of purchase. This includes any tickets bought through venue box offices.
But for venue-specific events not booked via Ticketmaster, check directly with the box office on how refunds are handled for cancellations. Their policies may differ from Ticketmaster’s in some cases.
You lost your printed tickets
Losing your printed tickets does not necessarily prevent you from getting a refund if an event is canceled. However, it can make the process more of a hassle.
If you bought tickets via Ticketmaster but lost the printouts before requesting a cancellation refund, start by contacting Ticketmaster Fan Support. They may ask you to verify details about the purchase for security purposes. As long as you can confirm basic details like the order number, original method of payment, and your account info, they can still issue a refund – even without the physical tickets.
But if you bought tickets directly via a venue’s box office and lost the printouts, you’ll likely need to visit the box office in person to receive a refund. Most venue box offices require you to return tickets physically before they can process refunds. Be prepared to show ID and documentation about your purchase. Some may have a processing fee for lost ticket refunds as well.
You purchased tickets with a gift card
If you used a Ticketmaster gift card to purchase event tickets that later got canceled, your refund situation depends on the type of gift card used.
For gift cards purchased directly from Ticketmaster, refunds can be processed back onto the original gift card used for the purchase. So you would get your refund added back to your Ticketmaster gift card balance, not back to your credit card or bank account.
For third-party gift cards (like Visa or Mastercard branded gift cards), Ticketmaster cannot credit funds back to these cards. Your refund would instead be returned using your default payment method on your Ticketmaster account, like a connected credit card or PayPal account.
If that default payment method is unavailable for some reason, Ticketmaster support can mail you a check refund instead as a last resort.
You want to donate your refund
If you wish to donate your ticket refund to support the impacted event organizers, artists, or other individuals involved rather than get your money back, this may be possible in some cases.
Start by reaching out to the event organizers – this is often the concert promoter or venue operator. Some may have set up official donation funds or channels you can contribute to instead of taking a refund.
If there is no clear donation option, another idea is donating your refund amount to a local venue or theater in your community that has been financially impacted by event cancellations. Most will accept and greatly appreciate any community support during this time.
You only want a partial refund
If you wish to only request a partial refund – not your full money back – also get in touch with the event organizer and Ticketmaster support.
There typically aren’t partial refund options available automatically. But depending on the event and situation, you may be able to make special arrangements to donate part of your ticket amount and only receive a partial refund.
Just know that partial refunds will require manual coordination with the event organizers and Ticketmaster on an individual basis. It is not something they can automatically process for all ticket holders unless specified upfront.
The handling of ticket refunds for canceled Ticketmaster events depends on the exact situation but typically involves an automatic refund to your original payment method within 30-90 days. Refunds back to gift cards, resale marketplaces, or when tickets were transferred can have some nuances to be aware of as well.
If you run into any trouble getting a refund or have specific circumstances, it is always best to contact Ticketmaster customer support for direct assistance. They can look into your purchase details and ensure you get your refund properly.
Just be aware of timing. Ticketmaster notes it can take at least 30 days to process refunds due to volume. Extend your timeline to 60-90 days if it was a major event cancellation affecting thousands of tickets. As long as you purchased directly via Ticketmaster and can provide order details, they will make it right in due time.
Having patience with overburdened customer support teams goes a long way right now. With so many cancellations, postponements and venue changes, there are enormous numbers of fans seeking refunds and exchanges. Ticketmaster and all venues/promoters are adjusting systems, policies and staffing as fast as possible to handle this demand.
By keeping the lines of communication open with Ticketmaster and responding promptly to any outreach, you can feel confident you will either gain entry to a rescheduled date or receive your refund for a fully canceled event.
Fan Support Contact:
Phone: +1 800-653-8000
Email: [email protected]
– Ticketmaster Refund Policy: https://www.ticketmaster.com/refundpolicy
– Ticketmaster Coronavirus Event Updates: https://www.ticketmaster.com/h/returns.html
– EventAssurance by Ticketmaster: https://www.ticketmaster.com/eventassurance/
– Ticketmaster Help Portal: https://help.ticketmaster.com