Ticketmaster customers have been left confused after it appeared that the company changed the wording of its refund policy in the wake of the coronavirus pandemic.
With hundreds of events having been cancelled or rescheduled as a result of lockdowns across the world, people have been looking to get refunds for tickets they had booked.
However, according to an image shared by the New York Times, Ticketmaster have reportedly changed the wording in their terms and conditions on their US site to stipulate refunds will only be automatically given if the event is cancelled.
So just what is going on – and can you get a refund on Ticketmaster if your event is among those rescheduled?
Can you get a refund from Ticketmaster if your event is cancelled?
The confusion began after the US site, which formerly told customers they could get a refund if an event was ‘postponed, cancelled or rescheduled’, changed its wording to read ‘if your event is cancelled’.
Ticketmaster’s Purchase Policy also reportedly states ‘the Event Provider may set refund limitations’ in cases of events that have been rescheduled – leading many purchasers in the US to complain, concerned they may no longer be able to get a refund for an event they can no longer attend.
However it’s clearer for customers in the UK – where Ticketmaster has made it clear that refunds will be available both for cancelled events and where ticket holders are unable to attend an event on a rescheduled date.
They’ve also set up a whole section to answer ticket holders’ questions about what will happen if an event has been cancelled or rescheduled.
They have said on site that in the event of cancelled events they’ll be in touch with ticket holders with more information – while for postponed events a message reads: ‘If your event has been rescheduled, we are working with the event organiser to identify new dates, and we will contact you as soon as we have confirmation and more information on this.
As well as confirming customers will receive a full refund for cancelled events, Ticketmaster has also said that tickets will remain valid for postponed events – but people will have the option of a refund if they cannot or do not wish to attend the new date.
You can find out more information about what the company is doing in the wake of Covid-19 at their website.
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