Secondary ticketing platform Viagogo 'could face court action'

Secondary ticketing platform Viagogo 'could face court action'

A crowd at an arena concert

Wednesday, April 25, 2018

Secondary ticketing platform Viagogo has been warned it’ll face legal action unless it resolves concerns around the information given to customers.

The Competition and Markets Authority (CMA) investigated the secondary ticketing sector and found several areas of concern in which consumer protection law was potentially being breached.

StubHub, GetMeIn! and Seatwave have all formally committed to providing better information about tickets being resold through their sites as a result of the CMA’s recommendations.

They will now make it clear if there is a risk a customer might be turned away at the door (in cases where the ticket was purchased with the seller’s ID), the original ticket price, which seat they will get and who is selling the ticket.

The three platforms have agreed to make it mandatory for sellers to provide this information when listing a ticket.

Viagogo has not yet agreed to make these changes and has been notified that the CMA will take court action unless it "promptly commits to satisfactorily addressing its concerns".

Michael Grenfell, the CMA's executive director for enforcement, said: "Thousands of people use secondary ticketing websites to buy tickets for concerts, theatre and other events.

"It's crucial they are told what they are buying, from whom they are buying it, and whether their ticket might not actually get them into the event.

"We welcome the changes already made and new commitments we've been given by StubHub, Seatwave and GetMeIn! to improve the information on offer, so that people can better judge whether they're getting a good deal.

"All secondary ticketing websites must play by the rules and treat their customers fairly if anything goes wrong. We take failure to comply with consumer protection law very seriously.

"So far Viagogo has failed to address our concerns, and we are determined to ensure they comply with the law. We are prepared to use the full range of our powers to protect customers - including action through the courts."

The CMA's enforcement action, launched late last year, came after an investigation into the sector found that customers were not being told about restrictions on using a resold ticket - with the potential for them being denied access to an event - where exactly they would be seated and the seller's identity.