Ticket Refund Update

[There are two earlier posts that you might want to read before this one]

I mentioned yesterday that See Tickets customer support were trying to get hold of me. I spoke to them in the early afternoon. It was their customer services manager and she wanted to apologise for the way I had been treated over my ticket refund. She said that she would be having a word with the support rep who had threatened to ban me from the site if I tried to make a chargeback against them.

Most importantly, she said that she would be happy to give me a full refund for the cost of the ticket and all the extra fees.

So that’s nice. My immediate problem is solved I’m no longer going to be out of pocket for not going to a gig.

But the wider problem still remains. See Tickets haven’t changed their T&Cs. They still believe that it’s fair to retain booking fees in cases like mine. As far as I can see, they made an exception in my case because I caused a bit of a storm on Twitter on Wednesday. And that’s not a solution that scales well.

As I mentioned yesterday, I’m no longer convinced that See Tickets are the main problem here. I think that they’re probably just a symptom. They are doing what they are doing because they can get away with it. And they get away with it because the Society of Ticket Agents and Retailers has such a weak code of conduct. On the front page of their web site (and in an image, so I’ve had to retype this!) it says:

STAR members comply with a Code of Practice designed to help protect customers. You can be sure that a STAR member will always:

  • Clearly identify the face value of any tickets purchased and any additional booking fees
  • Refund at least the face value of the ticket if an event is cancelled and the promoter agrees to refunds
  • Handle bookings politely and courteously, giving the highest standards of professional service
  • Highlight any terms and conditions, including transferability, cancellation and viewing restrictions.

It’s the second of those items that is causing the problems here. A STAR member is only expected to refund the face value of a ticket. And even then, only when the promoter agrees. How is that designed to “protect customers”? Looks to me like it’s designed to protect the profits of STAR members.

So I think I’ll try to have a conversation with STAR. To see if I can get them to admit that their code of practice is, to say the least, disappointing. Wouldn’t it be great if we could get them to change their code of practice so that it does actually protect customers.

Of course, not all STAR members are determined to get away with as much as they can. Some of them go above and beyond STAR’s code of practice. TicketWeb, for example, say this in their T&Cs (point 18):

Occasionally, events are cancelled or postponed by the team, performer or Event Partner for a variety of reasons. Contact us for exact instructions. Unless indicated otherwise in relation to a particular event, if an event is cancelled, ticket holders will be offered seats at any rescheduled event (subject to availability) up to the face value of the tickets or, if the ticket holder is unable to attend the rescheduled event or the event is not rescheduled, a refund. Refunds for tickets purchased prior to the date of the original event will be given up to their face value plus the relevant per ticket booking fee. [Emphasis mine]

So what advice can I give for buying tickets? Well, read the T&Cs carefully. Try to avoid any company that wants to just refund the face value of the ticket. And if you get caught in the same situation that I was in, then my best advice is to write a blog post and kick up a stink on Twitter.



See Tickets

Anyone who buys tickets for gigs, plays or sporting events will have horror stories about how a reasonably priced ticket suddenly became a lot less reasonably priced once booking fees, transaction fees and postage fees had been added on. I’ve often wondered why the face value of tickets doesn’t just include a fixed amount that goes to the ticket agency as their cut rather than them being left to make up figures themselves.

Today I found out why the booking agencies like things how they are.

A month ago I bought a ticket for a Kathryn Williams gig at the Union Chapel. I bought it from See Tickets. It cost me £24.70. That figure was apparently made up of the following:

  • £19.50 – Ticket price
  • £1.95 – Booking fee
  • £2.25 – Transaction fee
  • £1.00 – Insurance (I think I forgot to uncheck a check box there)

The show was supposed to take place next Tuesday. But today I got an email from See telling me that the show had been postponed until 8th October. That’s a slight problem as I already have a ticket to see Radiohead that night. So, reluctantly I am going to have to return the Kathryn Williams ticket for a refund.

The email contained details of how to claim my refund. I had to post the ticket back to them (“by secure mail”) and they would refund the face value of the ticket.

Yes, just the face value. That’s £19.50. The rest of it – their fees – they want to hold on to. And they want me to post it using recorded delivery. That’s going to cost about £1.50.

I emailed their customer service to confirm this. It seemed really unlikely that I would lose about 25% of the money I’d paid just because I couldn’t get to the rearranged date. But their customer support confirmed that as they had done their part (by sending me the ticket) they had earned their money and weren’t going to give it back to me.

I discussed this a bit on Twitter and someone pointed out that I could probably get the money back from the Visa card that I used to buy the tickets (as I understand it, Visa can then claw the money back from the vendor). I’ve sent a message to First Direct to see how that might work. I also asked See Tickets to confirm exactly how much they planned to refund me and mentioned that I planned to see if I could get the rest back from Visa.

I got an email back from the confirming that they plan to refund me £19.50 and that they wouldn’t refund the postage. The email then finished with this:

If you proceed to claim the money back from your card provider you’ll be banned from using See or any of our affiliates in the future.

Up to that point I was happy to debate the finer points of the transaction and try to persuade them that their T&Cs were unfair. But I can’t really see the point now. They obviously aren’t reasonable people. I tell them that I’m planning to use legal methods to recover as much of the money as possible and they respond with threats.

It’s not much of a threat to be honest. After what has happened today, I’m not planning to use the company again. I’m sure my gig-going won’t be hampered too much if I stop buying tickets from See.

Perhaps you’d consider doing the same.

Update: Here’s are the details of the insurance that I inadvertently bought. Notice that there’s a list headed “we will not provide a refund where” which includes the item “the booked event is cancelled, abandoned, postponed, curtailed or relocated”.

Update: One nice thing to come out of this. Kathryn Williams heard about it on Twitter and was as appalled as any reasonable person would be. She has offered to send me a copy of her new CD to make amends (even though none of this is even slightly her fault). What a lovely person. You should all buy The Pond when it comes out next week.

[There are two follow-ups to this post. You might find those interesting too]