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Ticket resale sites promise to comply with regulator’s rules

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Following a crack-down by the regulator, three ticket resale websites have promised to change the way information is provided to customers.

StubHub, GETMEIN! and Seatwave have committed to ensuring better information will be provided to those buying tickets through their platforms. These include whether there is a risk a customer might be turned away at the door; the seat available and who is selling the ticket, so customers can know their legal rights.

The three sites have also promised changes to the way they gather and display information. They will make it mandatory for sellers to provide this information when listing a ticket, to carry out their own checks on primary ticket sellers’ websites about resale restrictions, and act promptly if event organisers tell them information is missing.

A fourth platform, viagogo, has not yet agreed to make changes in line with the Competition and Markets Authority (CMA) requests. The CMA has notified the company it will take action through the courts, unless it promptly commits to satisfactorily address the concerns.

Michael Grenfell, the CMA’s executive director for enforcement, said: “Thousands of people use secondary ticketing websites to buy tickets for concerts, theatre and other events. So it’s crucial they are told what they are buying, from whom they are buying it, and whether their ticket might not actually get them into the event.

“So far viagogo has failed to address our concerns, and we are determined to ensure it complies with the law. We are prepared to use the full range of our powers to protect customers – including action through the courts.”

As part of this investigation, the CMA also raised a number of other concerns with viagogo, including:

  • a historic failure to fully comply with a formal commitment given to the CMA in 2015 to make its customers aware of the face value of tickets
  • making statements about the availability and popularity of tickets on its website which had the potential to mislead consumers or rush them into making a buying decision
  • problems encountered by its customers in getting their money back under the guarantee
  • businesses advertising tickets for sale on the website that they do not yet own and therefore may not be able to supply.

Your Money contacted Viagogo for comment but had not heard back at the time of publication. We will update this news story once we have a response.

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