5 On Your Side

Coronavirus and concerts: 5 On Your Side looks into refund policies

Posted June 25, 2020 2:42 p.m. EDT
Updated June 25, 2020 6:31 p.m. EDT

— When COVID-19 canceled or rescheduled concerts, many customers expected refunds.

5 On Your Side’s Monica Laliberte is hearing from some who are finding it’s not that simple.

Often, it depends on where you purchased your tickets and whether the event was canceled or postponed.

Ticketmaster offers refunds for all events postponed due to coronavirus

Laurie Hughes, of Apex, bought two tickets to see Michael Bublé in March at PNC Arena.

It was a 50th wedding anniversary celebration.

She thought she purchased her tickets through Ticketmaster.

The total price: $673.50.

When COVID-19 hit and the concert was rescheduled for next year, Hughes wanted her money back.

She called Ticketmaster, since their policy made refunds an option.

But the agent dropped a bomb, saying Hughes did not get the tickets through them.

"Well, who did I buy it from? I thought I bought it from you," she said. Turns out she got them through tickets-center.com, an independent ticket reseller.

Hughes has no idea what she clicked to end up there.

Adding to her confusion, when the e-tickets arrived, the transfer came from Ticketmaster and "…one of the last emails saying your concert was canceled was from Ticketmaster."

While they were Ticketmaster tickets, they were resold on Tickets-center.com.

Hughes filed a complaint with the Better Business Bureau, and fought it through her credit card company.

Her appeal was denied.

5 On Your Side called and emailed Tickets-center. No one responded to our questions.

Online, the company says: "Postponed or rescheduled events will not be refunded."

5 On Your Side checked and found many sellers immediately refund customers for canceled shows.

But with rescheduled events like the Bublé concert, some only honor tickets for the new date.

Live Nation offers refunds within 30 days of the announcement of a rescheduled date.

Ticketmaster says the choice of a credit or refund is up to the event provider.

And instead of refunds, reseller StubHub gives a 120% credit to use by the end of 2021.

Hughes simply wants others to be aware when buying online, both about policies and about paying attention.

"Because it's so easy to hit something that … takes you off on the wrong place," she said.

One way to confirm where you’re buying from is to check the web address before you buy.

With so many pop ups, it’s easy to end up somewhere else.

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