30/11/2017
CMA takes action against secondary ticketing sites (UK)
Secondary ticket sites suspected of breaking consumer protection law are facing enforcement action by the Competition and Markets Authority, which uncovered widespread concerns about the quality of information given to consumers about the tickets they buy and evidence of possible breaches in the law during a recent market investigation.
While some sites have already made positive changes since the investigation opened, ‘Update on CMA’s work with the live events industry on the application of unfair terms law to ticketing terms and conditions’ includes a warning that the CMA will take action against some sites that are still failing to
- make it clear if there are restrictions on using a resold ticket that could result in buyers being denied access to an event
- ensure people know from whom they are buying so if, for example, the seller is a business and/or an event organiser, they can benefit from their legal right
- ensure customers are told where exactly in a venue they will be seated
It will also act to address a failure by one website to comply fully with its formal commitment to improve information about the tickets it advertises.
The CMA has also broadened the scope of the original investigation to consider the following issues, which will help it determine whether further enforcement action is needed
- whether claims made about the availability and popularity of tickets create a misleading impression or rush customers into making a buying decision
- difficulties for customers in getting their money back under a website’s guarantee
- speculative selling, ie where businesses advertise tickets they do not yet own and therefore may not be able to supply
- whether the organisers of some sporting events have sold tickets as a primary seller directly through a secondary ticket website, without making this clear to consumers
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