The fan guarantee is Ticketmaster’s refund policy that allows customers to get a refund on ticket purchases under certain circumstances. This guarantee aims to give customers peace of mind when buying tickets on Ticketmaster.
What are the requirements for the fan guarantee?
There are a few key requirements for the fan guarantee refund on Ticketmaster:
- The event must be cancelled – This means the entire event is cancelled and not rescheduled. Postponements or date/venue changes do not qualify.
- Tickets must be purchased through Ticketmaster – This includes on Ticketmaster.com, Ticketmaster’s apps, by phone, or at Ticketmaster outlet locations. Third party sellers do not qualify.
- Tickets must be returned prior to the event – Customers must request the refund before the scheduled start time of the event.
As long as these requirements are met, customers can get a full refund on their Ticketmaster ticket purchase including the face value paid plus service fees. The refund will be issued back to the original method of payment.
What events qualify for the fan guarantee?
While requirements may vary by event, in general the fan guarantee refund can apply to most tickets purchased on Ticketmaster including:
- Concerts & live music events
- Sporting events & leagues
- Theater shows & Broadway
- Comedy shows
- Family events
- Festivals
- Pop culture cons & expos
There are certain exceptions where the fan guarantee does not apply. This includes events produced or promoted by certain professional sports leagues or teams. Restricted events are clearly marked “No Refunds” during the purchase process.
How do I request a fan guarantee refund?
If an event is cancelled, customers can easily request a refund under the fan guarantee right on Ticketmaster. There are a couple ways to do this:
- Online – Log into your Ticketmaster account, go to your Orders page, and select “Refund” on the cancelled event. Follow prompts to complete the refund request.
- Phone – Call Ticketmaster Fan Support at 1-800-653-8000. A rep can process the refund for you over the phone.
Once submitted, refund requests are generally processed within 30 days. Refunds will go back to the original payment method used at time of purchase.
What if I can’t make the rescheduled date?
If an event is postponed or rescheduled, that does not qualify for the fan guarantee refund. However, Ticketmaster does offer options if you can no longer attend the new event date:
- Event Resale Market – You can resell your tickets on Ticketmaster’s safe resale platform. This allows you to recoup the cost by setting your own price.
- Gift or Transfer – On Ticketmaster you can electronically gift or transfer tickets to someone else.
While Ticketmaster does not offer refunds in this case, reaching out to the event organizer directly may provide additional options or accommodations.
What are some key fan guarantee exclusions?
While the fan guarantee provides broad coverage, there are some common refund exclusions to be aware of:
- Changing your mind – Only full event cancellations qualify, not personal scheduling conflicts.
- Lineup or performer changes – Refunds are not issued if only certain acts or performers cancel.
- Illness or other factors impacting ability to attend – Personal circumstances do not qualify for refunds.
- Poor weather – Events are not cancelled due to rain or snow. Outdoor events may be rescheduled.
- Traffic, accidents, or travel issues – Refunds are not provided for being unable to reach the venue on time.
Customers are responsible for double checking event details and arrival plans to avoid missing the event due to external factors.
How does Ticketmaster protect against fraud?
To protect against fraudulent activity, Ticketmaster maintains strict policies and controls around the fan guarantee. Some key protections include:
- Limits on number of refunds – Customers cannot repeatedly request refunds for different cancelled events.
- Verification of identity – Customer account info and order details are validated before processing refunds.
- Tracking of purchase history – Algorithms monitor for suspicious patterns of activity from specific customers.
- No cash refunds – Refunds only issued back to original method of payment on file.
Customers attempting to abuse the fan guarantee refunds may have their accounts reviewed and face penalties including suspension of privileges.
How does the fan guarantee compare to other ticket sellers?
| Seller | Refund Policy |
|---|---|
| Ticketmaster | Full refund if event is cancelled before scheduled start time. |
| StubHub | Full refund if event is cancelled and not rescheduled. |
| Vivid Seats | 110% refund if event is cancelled before scheduled start time. |
| SeatGeek | Full refund if event is cancelled before scheduled start time. |
| TickPick | Full refund if event is cancelled at any time. No service fees. |
Overall, Ticketmaster’s fan guarantee has similar coverage for event cancellations as other major ticketing platforms. Key differences are the time window (must be before event start vs. anytime) and fees (refund includes fees vs. no fees).
What legal protections exist for ticket buyers?
In the United States, ticket buyers are protected by consumer protection laws at both the federal and state level. Key laws include:
- Federal Trade Commission (FTC) Act – Prohibits unfair or deceptive business practices across all industries, including ticketing.
- Better Online Ticket Sales (BOTS) Act – Outlaws use of ticket bots to buy up tickets, makes tickets non-transferable.
- State Laws – Many states have additional laws regarding ticket resale, price floors/caps, and refund requirements.
Customers who believe a ticketing company has violated refund policies or engaged in deceptive practices can file complaints with consumer protection agencies for investigation.
What are some best practices for buyers?
To make sure you understand any ticket purchase and maximize eligibility for refunds, consider these tips:
- Carefully review policies before selecting tickets and completing purchase.
- Save order confirmation emails and details for future reference.
- Use official ticketing sites instead of secondary marketplaces.
- Pay with credit card to enable chargebacks if issues arise.
- Thoroughly check event details to avoid unnecessary cancellations.
- Keep an eye out for any emails/notifications about changes.
Being an informed buyer is the best way to avoid headaches down the road. Reach out early with any questions or concerns.
Conclusion
The Ticketmaster fan guarantee offers peace of mind for buyers by providing straightforward refunds if an event is cancelled. Customers can request a refund for most Ticketmaster purchases, provided the entire event is cancelled and tickets are returned prior to event start time. While exclusions apply, this policy ensures customers don’t lose the full value of their ticket purchase due to cancellations outside of their control. Understanding the policy details, consumer protections, and best practices enables customers to buy tickets with confidence through Ticketmaster.
