The Competition and Markets Authority (CMA) has secured formal commitments from Ticketmaster, known as undertakings, to make sure fans have the information they need when booking.
Following widespread concerns about the Oasis sale, the CMA launched an investigation into the way Ticketmaster sold Oasis tickets. It identified concerns in two key areas:
- Ticketmaster did not tell fans waiting in lengthy queues that standing tickets were being sold at 2 different prices, and that prices would jump as soon as the cheap tickets sold out.
- Ticketmaster sold some ‘platinum’ tickets at almost 2.5 times the price of ‘standard’ tickets – without sufficient explanation that these offered no additional benefits over some ‘standard’ tickets in the same areas of the venue.
In response, the CMA has secured undertakings to ensure fans buying tickets are treated fairly. These undertakings require Ticketmaster to:
- Tell fans 24 hours in advance if a tiered pricing system is being used (as it was for Oasis standing tickets). This means fans will know beforehand if there are multiple prices for the same type of ticket, and that more expensive ones will be released once the cheapest sell out.
- Provide more information about ticket prices during online queues, helping fans anticipate how much they might have to pay. This includes setting out the range of prices available for the event when people join the queue and updating fans swiftly when the cheaper tickets sell out. Additional information to help fans make the best decisions for them will also be given about the prices of tickets sold using tiered pricing.
- Not use any misleading ticket labels. Ticketmaster will ensure that tickets are described accurately and do not give the impression that one ticket is better than another when that is not the case.
- Provide regular reports to the CMA. Ticketmaster will regularly report how it has implemented the undertakings over the next two years to ensure robust compliance. Failure to take forward these measures could result in enforcement action.
“Fans who spend their hard-earned money to see artists they love deserve to see clear, accurate information, upfront. We can’t ensure every fan gets a ticket for events as popular as the Oasis tour, but we can help ensure that next time an event like this comes along, fans have the information they need, when they need it,” said Sarah Cardell, Chief Executive of the Competition and Markets Authority.
The changes we’ve secured will give fans more information about prices and clear descriptions of exactly what they are getting for their money. If Ticketmaster fails to deliver on these changes, we won’t hesitate to take further action,” she said.
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