ATLANTA — It’s something that people across the are all upset about: They bought tickets to things like concerts and games and are now suddenly out hundreds of dollars in a time when money is tight.
[THE LATEST: Coronavirus: Ticketmaster to issue refunds for as many as 18K postponed shows]
On Friday, Ticketmaster, the largest distributor of tickets for things like concerts, sporting events and more, said it will work with people to get them to a show or their money back.
“As we like to say live only happens once. It sounds simple, but for each fan we serve, we have only one chance to get it right,” Ticketmaster’s COO Amy Howe said in February, speaking before the energy and commerce committee.
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Fast forward two months and three metro area concert and sports fans told Channel 2 anchor Jorge Estevez that Ticketmaster got it wrong.
“I think it is illegal because when you purchase tickets, it is a contract,” customer Wendy Fenner said.
Samuel Logan had a different take.
“It’s completely out of my control,” Logan said.
As for Bria Lipkins, she says, “I’m just out of $225.”
That’s because Ticketmaster will not refund their tickets for events postponed because of the coronavirus pandemic.
For Fenner and her husband, it means losing over $800.
“Who were you looking forward to seeing now that you can’t?” Estevez asked Fenner.
“Everyone. The Rolling Stones, Guns N’ Roses, AC/DC, Alice Cooper, Whitesnake, the list goes on and on,” Fenner said.
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Logan, a DeKalb County special education teacher, said he is also out of luck and his $80.
“In March, I purchased tickets to the Millennium Tour that was going to be in Nashville,” he said.
Lipkins is a member of the Air Force and will soon be stationed in Turkey. She is also stuck now.
“I was really hoping that Young Thug was going to perform or Megan Scallion. I love them,” Lipkins said.
“When you first heard the news about this policy, what did you think?” Estevez asked Fenner.
"I am really upset because part of the reason that we buy concert tickets up to a year in advance, it’s because we trust Ticketmaster that if there’s a problem, they will give us the option of getting a refund," Fenner said.
Ticketmaster’s website is clear: Refunds are available if your event is canceled.
Something Fenner said was an abrupt change in how she knows they do things after all she’s gone to hundreds of concerts.
“They are considering these concerts to be postponed. Not canceled. So is that just one of their ways to work around the actual logistics?” Estevez asked Fenner.
“Absolutely,” Fenner said.
Channel 2 consumer adviser Clark Howard agrees with her.
“This is absolutely infuriating. Ticketmaster got the money and Ticketmaster should give the money back,” Howard said.
Channel 2 Action News contacted Ticketmaster for comment on this story. The company sent a statement, saying it’s up to event organizers to offer refunds”
“Live Nation (which owns Ticketmaster) will soon be rolling out Rock When You’re Ready, a full program of options for fans with tickets to shows that have been cancelled or rescheduled. Our venues will be offering loyal fans a variety of Concert Cash credits to put towards future ticket purchases. For cancelled shows fans can choose to receive up to 150% of their ticket value as Concert Cash, and for rescheduled shows they will receive Concert Cash once they attend the new date. Those looking for ways to give back can opt to donate their tickets to health care workers through Live Nation’s expanded Hero Nation program. And anyone who needs or wants their money back will have the option to get a full refund within 30 days once a show has been canceled or new dates have been finalized. It takes an entire ecosystem to bring live events to life, and we appreciate the patience of fans as our teams work through the details of shifting these shows with artists, venues, and communities around the world. Exact offers will vary based on show and venue, and will be shared directly with ticketholders when they are available, beginning May 1.”
Rep. Frank Pallone, who chairs the House Energy and Commerce Committee, had a message for all ticket companies.
“Full refunds, including all ancillary fees, should be issued so fans can spend or save their money as they need during this time of national crisis,” Pallone said.
“People deserve their money back when an event doesn’t happen,” Howard said.
For Logan, Lipkins and Fenner, the damage is already done.
“I grew up on Ticketmaster it is just to go to brand and I thought they would have the customers back but I see that once this is over I’m going to have to find alternative routes to get tickets,” Logan said.
"And if in fact they are postponed and rescheduled they should be giving us the option to get refunds they’ve always done that in the past and that’s why I’m willing to give them my money. I’m not so willing to do that anymore," Fenner said.
As Ticketmaster said in its statement, the company will be giving concert credits to go toward future purchases.
If a show gets rescheduled, you can cancel and get a full refund within a certain amount of time.
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