By Christopher Elliott | Problem Solved
Q: I recently attended a Pink concert and was extremely disappointed with the obstructed view from my seats. I purchased two tickets through Ticketmaster for $504, and there was no indication that the view would be restricted. But when I arrived, I discovered a mixing booth with tarps and scaffolding with a camera person directly in front of our seats, blocking approximately two-thirds of the stage.
I immediately contacted the venue staff and requested to be moved, but the concert was sold out. Despite the obstruction, I decided to stay for the entire concert, because Pink puts on an amazing show.
Ticketmaster acknowledged that the tickets were not marked as obstructed view and that it breached its own terms of sale. However, they initially refused to provide a full refund, placing the blame on the event organizer. They offered a refund of the service fees, which amounted to approximately $50 per ticket.
Given the significant obstruction and Ticketmaster’s admission of fault, I believe a full refund is warranted. Paying over $200 per ticket for a severely obstructed view is unacceptable. Can you help me get a full refund from Ticketmaster? — Kristi Clynes, Auburndale, Fla.
A: Ticketmaster sold you tickets that were not as advertised. The company promises that tickets with an obstructed view will be clearly labeled. Yours weren’t.
You were right to try to resolve the issue on your own and document your communications with the company. You paid a premium price for your tickets, so a refund for the inconvenience you experienced would have been completely justified.
I think Ticketmaster’s initial offer of a refund for only the service fees was too low. You paid $504 for your tickets, and you should receive a bigger refund for the inconvenience you experienced.
I’m not sure if a full refund was warranted. After all, you got to experience the Pink concert. I’ve also heard that she puts on a good show. And one-third of a stage is better than no stage.
In a situation like this, you followed all the correct steps for a successful resolution. You asked Ticketmaster in writing for an adjustment. You kept everything in writing. You sent photos of the blocked stage. Having a paper trail is essential to getting a situation like yours addressed. But despite all of your efforts, Ticketmaster left you hanging. (I really couldn’t resist throwing in a Pink song title. It’s a tradition in this column!)
You could have sent a brief, polite written appeal to one of the Ticketmaster executives whose names I publish on my consumer advocacy site, Elliott.org. The executives might have been able to review your case and sweeten the offer. It was definitely your right to try. Uh-oh, there goes another Pink song title. Somebody stop me.
You reached out to my advocacy team. I contacted Ticketmaster on your behalf and explained the situation. A representative reviewed your case and agreed to issue an additional refund of $200 to your credit card. There you go!
Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him at https://elliottadvocacy.org/help/