Ticketmaster refunds: It’s all in the details

If you’re an Australian concertgoer looking for a refund from Ticketmaster, count yourself lucky compared to fans in the US.

That’s because in Australia ticket holders are able to get a refund for both cancelled and rescheduled shows, whereas in the States only a cancellation guarantees money back.

Several US media outlets have pursued Ticketmaster this week for changing the wording on the refund section of its website.

The company recently removed the words ‘postponed’ and ‘rescheduled’ from the refund section of their US website, leaving only ‘cancelled’.

According to Ticketmaster US terms and conditions, refunds are offered for cancellations, but refunds for rescheduled events are at the discretion of the event provider.

“If an event is canceled (sic), and you purchased your ticket through Ticketmaster.com, our phone center (sic), or Fan-to-Fan, we will automatically issue you a refund to the credit card, debit card, gift card or the method of payment used to make your purchase,” the company states.

“If the event was moved, postponed, or rescheduled, the Event Provider may set refund limitations. 

“If you are unable to make the new event date and refunds have been approved by the Event Provider, you will see a “Refund” button within your order in your Ticketmaster account.

“If the refund button is not appearing, the event organizer (sic) is not offering refunds at this time.  

“Please note that given the unprecedented circumstances, event organizers (sic) are constantly assessing the situation and making determinations regarding refunds.  

“If your event is not currently enabled for refunds, check back later, as the status may change.”  

A Ticketmaster Australasia spokeswoman confirmed to Grater today that ticket holders can ask for a refund for both cancelled and rescheduled events.

“For events that have been cancelled, fans will automatically receive a refund onto the card they used to buy tickets,” she said.

“If a show is rescheduled, fans can keep hold of their tickets as they remain valid for the new date.

“If the fan cannot attend the new date, they can ask for a refund.”

If the fan cannot attend the new date, they can ask for a refund

This is in line with Ticketmaster Australasia’s terms and conditions.

“If an event is cancelled, please contact Ticketmaster for information on receiving a refund,” the company states.

“Unless indicated otherwise in relation to a particular event, if an event is cancelled or rescheduled, ticket purchasers will be offered seats at any rescheduled event up to the face value of the original tickets or, if the ticket purchaser is unable to attend the rescheduled event or the event is not rescheduled, a refund.” 

It is unclear what the policy is on postponed events, but it appears fans can wait until an event is rescheduled and then opt for a refund.

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