Ticketmaster’s cancellation and refund policy varies depending on the event and where the tickets were purchased. In general, Ticketmaster aims to provide flexibility for fans to get refunds when events are canceled or rescheduled. However, every event has its own set of rules and regulations that determine if and when refunds are available.
Ticketmaster Cancellation Overview
If an event is postponed, rescheduled or canceled, Ticketmaster will notify customers via email. The email will explain whether the event has been rescheduled or canceled entirely. It will also provide instructions on how to request a refund if one is being offered. Customers can also check the status of an event by logging into their Ticketmaster account.
In most cases of postponement or rescheduling, existing tickets will be valid for the new event date. If the new date doesn’t work for a customer, they can typically request a refund within a set time period. For cancellations, Ticketmaster will automatically issue refunds unless otherwise stated in the event’s specific refund policy.
Refunds are generally issued to the original payment method used to purchase the tickets. Processing times vary between 7-30 days once a refund has been requested or approved. Customers who purchased tickets with a gift card will receive refunds back to the gift card used.
Impact of COVID-19 on Refund Policy
Due to the COVID-19 pandemic, many events booked through Ticketmaster have needed to be rescheduled or canceled entirely. Ticketmaster has implemented some temporary policies to accommodate customers affected by these changes.
For events that have been rescheduled, existing tickets will automatically be valid for the new date. If customers can no longer attend the rescheduled event, they can request a refund within 30 days of the new event date being announced.
For events that have been canceled outright, Ticketmaster has automatically issued refunds to all ticket holders within 30 days. Typically, customers would need to manually request refunds, but Ticketmaster has waived this requirement due to COVID-19.
Refund Policies for Specific Purchase Methods
Ticketmaster sells event tickets through a variety of methods, including online, via phone, at box office outlets and through fan clubs or promoter presales. The exact refund policy can differ depending on how and where tickets were purchased.
Online Purchases
For events purchased online at Ticketmaster.com, customers can request a refund if the event is postponed, rescheduled or canceled. Refunds must be requested within 30 days of the event’s new date being announced, unless otherwise stated in the event’s specific policy.
Phone/Box Office Purchases
For tickets purchased over the phone or at an official box office outlet, refund availability depends on the policy for that specific event. In general, refunds can be requested at the original point of purchase – either by calling Ticketmaster or returning to the box office.
Fan Club/Venue Presales
Tickets purchased through fan club presales, venue presales or other promotional presales generally have the same refund policy as standard Ticketmaster purchases. However, some presale offerings have special terms and conditions that customers agree to during the presale process. This can sometimes limit availability of refunds compared to general on-sales.
Non-Refundable Tickets
Some events sell non-refundable tickets, which have no refunds under any circumstances including postponement or cancellation. The non-refundable policy will usually be prominently disclosed during the purchase process. Customers should carefully review policies before confirming non-refundable ticket orders.
Getting Refunds on Rescheduled or Canceled Events
Here are the key steps customers need to take when an event booked through Ticketmaster is rescheduled or canceled:
- Wait for an email from Ticketmaster with updated event information and instructions on refund availability.
- Log into your Ticketmaster account to view the event status and request a refund if applicable.
- Be aware of any time limits for refund requests, which are usually 30 days after a new event date is announced.
- If your tickets were purchased from a box office or fan club presale, contact the original point of purchase for refund options.
- For canceled events, Ticketmaster will automatically issue refunds within 30 days in most cases.
Common Ticketmaster Refund Scenarios
Here are some of the most common scenarios where Ticketmaster customers might be eligible for ticket refunds:
Event Postponed
If an event is postponed, existing tickets will be valid for the new date. Refunds can be requested within 30 days of the postponement notice if customers cannot attend the new date.
Event Rescheduled
Similar to postponed events, tickets for rescheduled events will automatically transfer to the new date. Customers can request refunds for up to 30 days after the new date is announced.
Event Canceled
If an event is permanently canceled, Ticketmaster will automatically issue refunds to all ticket holders within 30 days of cancelation. Customers do not need to take any action to receive canceled event refunds.
Customer Cannot Attend New Date
If a ticket holder is unable to attend an event on its rescheduled date, they can typically request a refund from Ticketmaster within 30 days of the new date being announced.
Tickets Purchased for Wrong Date
If customers accidentally purchase tickets for the wrong date of an event, they can request a refund by contacting Ticketmaster Fan Support within 30 days of purchase. Proof of purchase and the reason for refund will be required.
Refund Timeframes and Processing
How long it takes to receive a refund from Ticketmaster depends on a few factors:
- Method of refund: Refunds to original credit cards can take 7-10 days to process. Refunds back to gift cards may take up to 30 days.
- Reason for refund: Automatically issued refunds for cancellations are usually quicker than manual refund requests for rescheduled events.
- Volume of refunds: During peak event cancellation periods like COVID-19, high refund volumes can lengthen processing times.
Under normal circumstances, most refunds will be processed within 7-30 days. Ticketmaster cannot issue cash refunds under any situation – all refunds will be returned to the original payment method.
Troubleshooting Ticketmaster Refund Problems
In some cases, customers may experience issues getting refunds approved or processed from Ticketmaster. Here is some troubleshooting advice for common Ticketmaster refund problems:
Refund Request Rejected
If a refund request is rejected, first double check that it was submitted within the event’s policy timeline (usually 30 days after new date announced). If it was requested on time, contact Ticketmaster Fan Support to understand why it was rejected.
Refund Processing Taking Too Long
If a refund is taking longer than 30 days to process, reach out to Ticketmaster Fan Support. They can investigate delays and may be able to expedite the refund.
Cannot Get Refund Contact Center
If customers are having trouble reaching a Ticketmaster agent for refund assistance, try communicating through Ticketmaster’s social media channels like Twitter or Facebook. Fan Support teams actively monitor social media.
No Refund Offered for Canceled Event
If an event was canceled and no refund option is provided, first double check the event’s specific refund policy. If it guaranteed refunds for cancellations, contact Fan Support to understand why refunds are not being offered.
Alternatives to Ticket Refunds
In some cases, Ticketmaster may offer alternatives to refunds for rescheduled or canceled events:
Event Voucher
Instead of a monetary refund, customers may be given a voucher or credit to a future event booked through Ticketmaster. This allows fans to attend a different event instead of the one that was canceled or rescheduled.
Donate Tickets
Ticketmaster sometimes allows customers to donate the value of their tickets to charity, rather than taking a refund. This allows the ticket value to still go toward a good cause.
Sell Tickets on Resale Market
Fans who cannot attend a rescheduled event can recoup some of the ticket value by reselling through Ticketmaster’s Official Resale Marketplace. Reselling can be more lucrative than a standard refund in some cases.
Checking Refund Status on Ticketmaster
Customers can check the status of both pending and completed refunds in their Ticketmaster account. Here are the steps:
- Go to Ticketmaster.com and login to your account.
- Click “My Account” then select “My Tickets.”
- Any refunds, pending or completed, will be listed and you can view details.
- To speak with an agent about refund status, contact Ticketmaster Fan Support.
Getting a Refund on Fees from Ticketmaster
In most cases, Ticketmaster refunds will include reimbursement for any service fees and handling charges paid at time of purchase. This includes delivery fees, order processing fees and facility charges.
The exact fees refunded depend on the event. In some rare cases, no fees are refunded even if ticket costs are reimbursed. Be sure to check the details of the event’s policy.
For rescheduled or postponed events where tickets automatically transfer to a new date, any fees paid for the original purchase are not refunded. Those fees will apply to the newly scheduled event.
Tip for Maximizing Refund Value
If an event allows ticket resale and transfers, customers may get more money back by reselling tickets themselves rather than taking a refund. Ticketmaster’s Official Resale Marketplace allows fans to relist tickets.
Prices are set by supply and demand, so hot events may resell for more than the original ticket value. Transferring or reselling tickets provides an alternative to standard refunds from Ticketmaster.
Conclusion
Ticketmaster’s refund and cancellation policies offer flexibility to customers affected by event changes. While each event sets specific rules, Ticketmaster aims to facilitate refunds when events are postponed, rescheduled or canceled entirely.
The key is acting quickly when an event date changes – standard policy is refund requests within 30 days. Automatically processed refunds for cancellations are usually the smoothest. With rescheduled events, transferring tickets to a new date is simple but refunds require active customer requests.
Processing times for refunds can vary between 7-30 days in most cases. Troubleshooting help is available through Ticketmaster Fan Support if any issues arise. Overall, Ticketmaster’s refund policies balance customer satisfaction with the complex logistics of live events.
