I’ve got tickets to an event at the end of February but, given the recent government announcements, I am confused to whether it can go ahead. The organiser hasn’t reached out yet to explain next steps. What can I do?
Citizens Advice Bassetlaw advises that you need to check the latest government advice on the government website as rules change quickly: www.gov.uk/guidance/nhs-covid-pass.
Ticket holders who change their mind about going to see an event, like a concert that is still going ahead, have no legal right to a refund – but it is still worth asking the organiser if the event will be performed again next year, or if you can have a credit note.
If, however, the event is cancelled, your refund rights will depend on how you bought the ticket. Email the organiser or check their website or social media profiles to see if there’s an update about the event.
If you bought your ticket from an official seller and the organiser cancels, moves, reschedules or makes the event ‘behind closed doors’, you should get a refund. This is the case even if it is cancelled due to a government ban on large events. The official seller is the best person to ask about how to get a refund.
If you’re having no luck getting a refund, check to see if the seller is a member of the Society of Ticket Agents and Retailers (STAR). If they are, you can use STAR’s complaints procedure. STAR members should receive a refund at face value if the event is cancelled and the organiser has agreed to refunds.
If you bought your ticket from a ticket-reselling website, refunds will depend on the site’s terms and conditions.
If you bought from a private seller and the event is cancelled or rescheduled, it is unlikely you will be able to recover your money – but you should still contact the seller.
If you’re due to go to an event, keep checking the information from the official seller or organiser to ensure you’re up to date.
Unfortunately, in these situations, scammers are likely to prey on those who are affected. If your event is cancelled and people or companies offer their services to try to recover money on your behalf, make sure that you’re looking out for the signs of a potential scam.
For general advice about this or other enquiries, contact Citizens Advice Bassetlaw on 01909 485656 (Monday to Friday, 10.00am to 2.00pm) or visit www.bassetlawca.org.uk.