In recent years, Ticketmaster has faced heavy criticism and backlash from consumers over its service fees and other issues. The company, which has a dominant position in the event ticketing industry, has long been accused of monopolistic practices that drive up costs for customers. However, a series of controversies surrounding ticket presales for major concerts in 2022 catalyzed mounting public discontent into outright outrage.
Excessive fees
One of the primary complaints against Ticketmaster is that it charges excessive fees on top of the base ticket price. These fees, which can equal 25-30% or more of a ticket’s face value, pay for Ticketmaster’s services and other costs. However, many consumers feel these “convenience” and “processing” fees are unjustified and amount to price gouging, especially when they can add tens of dollars to an order.
Ticketmaster defends its fees as standard for the industry and necessary to cover its operating costs. The company says it cannot stay in business just earning the small commission it gets on ticket sales. However, critics counter that Ticketmaster faces little competitive pressure to keep fees reasonable due to its commanding market share. The lack of alternatives allows it to charge higher fees than would be sustainable in a normal market.
Fee breakdown
A typical Ticketmaster order fee consists of:
- Convenience charge – This covers Ticketmaster’s ticketing service costs and varies based on the event.
- Processing charge – This is a flat per-ticket fee.
- Service charge – This is Ticketmaster’s commission on the ticket price, usually around 10-20%.
- Order processing fee – A flat fee applied to each order.
Other fees may include delivery fees for printed or mobile tickets, facility charges dictated by the event venue, and credit card processing fees if the customer pays by card.
Hidden fees
Another major complaint is that customers are often blindsided by fees added late in the ticket buying process. Ticketmaster is accused of luring in customers with low advertised ticket prices, only to hit them with a barrage of extra charges right before checkout.
Some specific issues raised include:
- Advertised prices excluding fees – The upfront ticket price neglects to mention 20-30% will be added in fees.
- “Official Platinum” pricing – Prices can fluctuate based on demand, meaning a ticket’s final cost is unknown until checkout.
- Fee disclosures happen late – Customers input personal data before learning the final charges.
- Pre-checkout price increases – The price can rise while a user is shopping due to high demand.
Consumer advocates argue this lack of transparency amounts to a “bait and switch” intended to lock in customers. It also creates a confusing, unpredictable shopping experience. Ticketmaster counters that breakdowns of all included fees are provided during checkout. But critics say this is too late, as users are psychologically committed after investing time in the purchase process.
Service issues
Ticketmaster has long fielded complaints of poor customer service, including:
- Excessive wait times – Customers stuck in online queues can wait over an hour to buy tickets.
- Website glitches – Crashes and freezes often plague big sales.
- Botched ticket transfers – Customers struggle to re-sell or transfer tickets bought on Ticketmaster.
- Unresponsive customer service – Queries frequently go unresolved.
According to users, these endemic issues reflect Ticketmaster’s market dominance. With no serious rivals, the company has little incentive to improve operations or help customers. However, Ticketmaster notes that concert tickets are limited goods with sky-high demand. No ticketing system could efficiently handle millions of fans trying to buy seats instantly. Glitches and long waits are inevitable even with ideal technology.
Anti-competitive behavior
Critics accuse Ticketmaster of monopolistic practices that squash competition, drive up prices, and limit consumer choice. Specific allegations include:
- Exclusive venue contracts – Long-term deals force venues to only sell through Ticketmaster.
- Blocking rivals – Ticketmaster prevents venues from using other ticketing services.
- Merging competitors – Ticketmaster’s parent company has acquired competing ticketing firms like Universe and Front Gate Tickets.
- Predatory pricing – Ticketmaster allegedly undercuts rivals on fees then hikes them after gaining control of a venue.
In addition, because Ticketmaster dominates primary ticket sales, it can use that leverage to gain power in secondary ticket markets via its own resale services. Critics say this amounts to a vertically integrated monopoly.
Ticketmaster responds that its exclusive deals are legitimate contract arrangements that benefit venues too. It argues competitors are kept at bay by Ticketmaster’s superior technology and service offerings, not anticompetitive practices. The company also notes it faces constraints from regulators, venue clients concerned about fan relations, and large artist/promoter partners.
2022 presale controversies
In November 2022, Ticketmaster was embroiled in major public controversies surrounding ticket presales for the Blink-182 and Taylor Swift tours.
Blink-182 presale
In October, Ticketmaster’s site crashed during presale for Blink-182’s 2023 tour. Thousands were unable to buy tickets despite waiting hours. Ticketmaster blamed “historically unprecedented demand” that exceeded internal forecasts.
Angry fans suspected technical inadequacies and incompetence were the real issues. Some analysts noted it was predictable that Blink-182’s hugely anticipated reunion tour would generate massive ticket demand. The debacle fueled uproar over Ticketmaster’s constant sales failures despite its dominance of the industry.
Taylor Swift presale
Even bigger backlash erupted in November when Ticketmaster’s site crashed during presale for Taylor Swift’s Eras Tour. Millions of fans waited hours without being able to buy tickets. Wait times eventually exceeded 8 hours. Ticketmaster blamed unprecedented demand and bot attacks.
However, critics argued years of Swift tour rumors meant demand was clearly foreseeable. They accused Ticketmaster of intentionally under-supplying tickets to manufacture a sales frenzy. Others suspected the company let scalpers cut in line to buy up tickets, which would then feed the higher-priced resale market that Ticketmaster participates in.
The fiasco spurred fan outrage, widespread media criticism, and calls for investigation. Ticketmaster apologized but maintained the problems were unavoidable given the exceptional demand. Swift herself said it was “excruciating” for her to watch fans struggle to gain access.
Aftermath and fallout
The controversies shined a harsh spotlight on longstanding grievances with Ticketmaster. Several consequences and reforms resulted:
- Class action lawsuit – Ticketmaster is being sued by Swift fans and consumers.
- Congressional hearings – The Senate Judiciary Committee held a hearing investigating Ticketmaster’s market power.
- Artist backlash – Several prominent musicians publicly criticized Ticketmaster.
- Call for investigation – Over a dozen state attorneys general have demanded a formal antitrust probe of Ticketmaster.
- Demands for fee caps – There are renewed calls, including from the White House, to limit Ticketmaster’s fees.
- Resale market scrutiny – Ticketmaster’s role in secondary ticket sales is facing greater scrutiny.
- Public uproar – Ticketmaster’s reputation has taken a significant hit in popular opinion.
- Service improvements – Ticketmaster has vowed steps like better queue designs to improve sales.
While meaningful reforms remain uncertain, the public outcry clearly put Ticketmaster under heavy pressure. With its businesses practices now drawing greater skepticism, the company faces renewed demands to treat customers more fairly. Antitrust action may still be required to boost competition in a ticketing market thoroughly dominated by Ticketmaster and its parent, Live Nation Entertainment.
Conclusion
In summary, Ticketmaster has faced growing outrage over its service fees, opaque pricing, site problems, and anti-competitive dominance. But controversy erupted into a major public firestorm after its sales debacles during 2022’s most anticipated tours. The ensure uproar became a flashpoint driving home consumers’ deep frustrations. Ticketmaster’s market power appears to have bred poor customer service, technological failures, and exploitative fees unchecked by rivals. While the company blames extraordinary demand, many argue its monopoly position is the true culprit. The fiasco has spurred legal action, Congressional and White House attention, and calls to rein in Ticketmaster. With its reputation damaged, Ticketmaster now faces intense public pressure. But meaningfully increasing competition in the ticketing industry through antitrust enforcement may be the only reliable solution to Ticketmaster’s ongoing customer service and pricing problems.
