Introduction
Concerts, matches, tournaments, exhibitions, and festivals are events many people wish to attend. However, it is crucial to remember that consumer rights must be protected in this context. This includes price transparency and accessible information regarding refunds and cancellations.
Ticket sales
Ticket sales organizers of cultural and sports events rarely sell their tickets directly. They often entrust sales to professionals (major retailers or cultural outlets) who are compensated through commissions for each ticket sold.
Key points for remote sales
Key points for remote sales professionals are required to provide certain information to the consumer in a readable and understandable manner before purchase. For an informed purchase, the following information must be provided:
- The essential characteristics of the ticket, such as the price, category, and seating arrangement if it is not free seating;
- The identity of the professional with whom the consumer is contracting;
- The absence of a right of withdrawal, the procedures for handling complaints, delivery times, etc.
It is also important to be cautious about paid cancellation insurance, which often contains broad exclusion conditions.
Additionally, the highlighted ticket price does not always include additional service fees charged at the time of purchase. These fees vary depending on the venue and ticket category and typically range from a few cents to a few euros. These fees must be clearly stated.
Right of withdrawal
It is crucial to be well-informed and carefully consider before purchasing tickets, as they are generally non-returnable and non-refundable. However, in the event of an event cancellation, a full refund is mandatory.
Reading and thoroughly understanding the terms and conditions of sale is strongly recommended before making a purchase decision.
Cancellation
The organizer is obligated to refund the consumer if an event is canceled. This means that ticket holders are entitled to a full refund of the purchase price without additional fees. This measure aims to protect consumers from financial losses due to cancellations beyond their control.
Postponement
In case of an event postponement, the consumer can choose between a ticket refund or using the ticket for the new date. If an event is postponed, two options are available:
- Validate the ticket for the new date: The ticket remains valid if the consumer can attend on the new date;
- Request a refund: If the new date is not suitable, the consumer can obtain a full refund.
The refund procedures must be clearly communicated by the organizers, and it is important to check the deadlines and procedures for submitting a request.
Non-official resale sites
It is sometimes difficult to obtain tickets for certain events, and the temptation to turn to ticket resale sites or non-official resale platforms is strong. However, buying tickets on the resale market involves risks, such as receiving counterfeit tickets or not receiving any tickets at all.
Additionally, the price paid on resale sites is often higher than the official price. In the event of cancellation, only the official ticket price will be refunded, leading to a financial loss for the consumer.
Refund policies for official buyers can also pose problems for consumers who purchased their tickets through non-official resale platforms. In such cases, the refund is made to the person whose name is on the ticket or who made the initial purchase. Since tickets acquired through non-official resale platforms may contain the name of an unknown person, getting a refund can become difficult or even impossible.
It is therefore strongly recommended to purchase tickets through official channels that offer increased security, ensuring that tickets are authentic and that refund procedures are adhered to. Additionally, buying through official channels avoids additional fees often associated with resale sites and ensures that any communication regarding cancellations or postponements is received directly.