“Ticketmaster promised me a refund after I got Covid – then returned 3 hours later”

Music fan Jane was promised a refund from Ticketmaster after she caught Covid and was not well enough to attend a Bastille performance – but the ticket company has traced her original email

jane [not pictured] Ticketmaster promised a refund
jane [not pictured] Ticketmaster promised a refund

A music fan who caught Covid days before a concert was promised a refund by Ticketmaster – only for the ticket company to backtrack three hours later.

Jane, 30, from Manchester, had spent £83.30 on two tickets to see Bastille with her friend.

But after catching Covid, she told Ticketmaster she could no longer attend the show and asked for a refund.

Jane was told the refund was being processed – only for Ticketmaster to receive another email three hours later saying there had been an error.

The Ticketmaster email read: “As we are no longer offering refunds for Covid-19, unfortunately we are unable to proceed with your refund.

“I’m sorry for the confusion caused by my last email.”

Ticketmaster told Jane the reason for refusing the refund was that “the promoter is no longer allowing Covid refunds following the changes to government advice”.

Jane was also told that she was not entitled to a refund as she did not add insurance to her booking.

She was also advised to sell her tickets on the Ticketmaster buying and selling platform – but that wasn’t possible either as the gig was less than five days away.

Have you experienced a similar situation with Ticketmaster? Let us know:

Jane said: “I couldn’t believe they went back on their promise of a refund three hours later. I didn’t want to go to the gig and risk making others sick, but the denial of the refund will encourage fans to do so.

“It was unacceptable that after asking me to provide multiple pieces of evidence of a positive test, they gave false information on their website and in several emails, and then also refused to let me sell it.

“£83 is a lot of money, especially when you’re self-employed and taking sick leave from work.”

More consumer rights explained

Ticketmaster, which owns Live Nation Entertainment, has since told The Mirror that they have refunded Jane in full as a “goodwill gesture” following the error.

Here we explain your rights when refunding concert tickets.

Concert Tickets – Your Refund Rights

You are generally only entitled to a refund for concert tickets if the event has been canceled or postponed by the organizer.

You may be able to add insurance to your purchase to cover you in the event you contract the coronavirus.

The amount you get back is likely only the face value of the ticket, not the postage or other fees incurred when purchasing the ticket.

You may be able to give the tickets to family or friends, but check first. There may also be a fee for transferring your tickets.

Some tickets will have the buyer’s name printed on them, meaning you may be asked to show ID.

You are unlikely to get a refund if you bought your ticket from a secondary ticketing site or a private seller.

If you can’t get your money back, see if you can get a refund from your card company.

Section 75 of the Consumer Credit Act can be used for credit card spend gone awry for purchases between £100 and £30,000.

Because the Consumer Credit Act requires that your card issuer is jointly and severally liable in addition to the company you bought from.

Debit card payments, checks, and wire transfers that aren’t covered under the Consumer Credit Act could instead be eligible for the chargeback program — but unfortunately, that’s not the law.

When it comes to transport or accommodation costs if you have booked a hotel, check the terms and conditions of your booking to see if they include free cancellation.

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Fry Electronics Team

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