Updated: 16 May.
Aged 15, I got my ticket to see Djam play the W Wireless Festival at a park in Bristol on 1 June 2017, but was turned away as Ticketmaster simply had no seats available. I then found my seat, but forgot about the ticket.
I went to the ticketing desk the morning of the festival to see if there was any more information, but got no help from them. A year and two days later, I won a Consumer Rights Act refund on my unused ticket.
Then, three days before the festival started, the show was moved to a fairground nearby because the main venue was having problems. But there wasn’t any availability.
I decided to buy a separate ticket from the fairground. But I had to pay twice. I was then told I must stand in a queue outside the fairground until 9.30pm, which I was physically unable to do.
By the time I got through there was nothing I could do as the line was too long. I gave up and walked away in disgust. This made me furious.
I am very disappointed with Ticketmaster, which continues to operate this appalling way.
A spokesman for Ticketmaster says: “Unfortunately, sales for W Wireless Festival were very popular last year so we were unable to sell our seats in the areas originally earmarked and more tickets than anticipated were put on general sale in early February.
“We were sorry that this resulted in a wait for customers to get to W Wireless, as we wanted them to enjoy the event the same way as their friends and family.”
He adds that the firm was “prepared for any issues” that arose but was “disappointed that this didn’t occur”.
The Ticketmaster spokesman promises to refund you full value for the lost £200, plus the cost of two tickets to W Wireless this year to make amends.
However, he points out that the W Wireless Festival ticket contract runs until 2021, so the firm won’t have to pay back the money if it fails to sell your tickets.
Martin Clarke, editor of Which? Money, says: “A reason why it could take months for a company to refund you is due to the high price of sports, concerts and theatre tickets, which is why the rule to get a refund should be clear from the start. Consumers should also not be forced to buy a second ticket once one has been given to them.”
He points out that if a customer chooses to sell a ticket, they should be able to do so to the “original” buyer with no objection. The ticket should be immediately given to the original buyer, he says.
“Consumers should not be penalised for trying to sell the ticket on. Indeed, this can lead to them missing out on lucrative resale deals.”
You have already got your money back, so I ask you to let me know if this isn’t correct and give my title a call.
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