- By Jane Hawkes
- Last updated on: May 6, 2022
It is of course very disappointing if an event where you’ve been looking forward to is cancelled. Fortunately, in most cases you can get your money back. We give advice on how to get this done.
You are entitled to a refund from an official seller if the organizer cancels, reschedules or changes the event. Disinclination to attend is not a valid reason for a refund unless stated otherwise in the terms and conditions of booking.
If an event isn’t as expected then you have the right to complain and seek a refund or redress as appropriate. For example if you were refused admittance for no valid reason, the event is not as described or you were allocated inadequate or incorrect seating.
You can only claim face value for the ticket unless transport, accommodation and any other extras were included in the price. Refund tends to be via method of payment.
It is of course very disappointing if an event where you've been looking forward to is cancelled. Fortunately, in most cases you can get your money back. We give advice on how to get this done.
You are entitled to a refund from an official seller if the organizer cancels, reschedules or changes the event. Disinclination to attend is not a valid reason for a refund unless stated otherwise in the terms and conditions of booking. If an event isn’t as expected then you have the right to complain and seek a refund or redress as appropriate. For example if you were refused admittance for no valid reason, the event is not as described or you were allocated inadequate or incorrect seating. You can only claim face value for the ticket unless transport, accommodation and any other extras were included in the price. Refund tends to be via method of payment.
Table of Contents
Avoid unofficial ticket sellers
For maximum protection with ticket purchases, buy from a legitimate seller. Avoid websites, which offer tickets not on official sale or have unclear contact details. Check for the secure padlock sign and https:/ at the start of the web address in browser.
How to complain about a ticket scam in the UK?
For any fake tickets issued in the UK, report to Action Fraud and the retailer’s professional association such as Society of Ticket Agents and Retailers.
You can also report a UK ticket seller to Trading Standards in the following instances:
- When you have been given inaccurate or misleading information
- When terms are unfair
- When the sale was made under pressure
- If no unique reference numbers are provided
If you receive your tickets late or they are incorrect you have the right to:
- Formally reject the tickets as not described under the Consumer Rights Act 2015 (UK)
- Claim any difference in cost
- Claim compensation for loss of enjoyment “duly by law” to keep losses to a minimum hence the acceptance of inaccurate ticket
How to complain about a ticket scam in the USA?
To notify the US government of a potential ticket scam then you can use the Federal Trade Commission’s online reporting assistant.
For secondary ticket purchases, customers need to be informed of seating area, block, row number and seat number along with any restrictions on using the ticket.
In the USA refund polices of ticket sellers and venues for unforeseen circumstances may vary. Some organizations have specific policies on their websites for refund applications. Others may operate a case-by-case policy.
How to get a ticket refund?
Purchasers of tickets from Ticketmaster are entitled to a full refund when event organizer cancels or reschedules an event. In contrast Stubhub offers a credit amount for the amount paid. However there is no obligation to accept this and cash refunds are also available on request.
If you need to claim a refund, approach the seller in the first instance and suggest a resolution to the issue. Check its cancellation and refund policies before doing so.
If the seller does not resolve your issue contact your credit or debit card provider and seek refund via method of payment instead.
Consider arbitration if you are dissatisfied with the way your request for a refund has been dealt with. If this proves unsuccessful you may need to escalate your complaint and initiate a claim in the small claims court to recoup losses.
Contact venues directly if the ticket seller or agent is avoiding refund responsibility. In the case of small, local events in particular, they may be easier to get in touch with and could be more likely to issue a full refund. Some companies, like Eventbrite advise contact details for event organizers.
Cancelled event complaint letter
Ensure you have all relevant information to hand before contacting the event organizer or ticket seller. This includes you confirmation number, the account you used to purchase the ticket, date purchased, reason for cancellation and refund request.
Above all, be clear about your complaint and your consumer rights, your expectations for how the issue can be resolved and give clear time frames for companies to provide a response.
Jane Hawkes
Queen of Customer Service and Consumer Champion specialising in travel showcasing the best companies and challenging the worst!
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