Ticketmaster told to overhaul ticket sales as expert warns of rising fraud risk

Consumer experts have warned that the controversy highlights a wider issue in the ticketing industry, with transparency and fraud prevention now under intense scrutiny.

Charlie Evans, personal finance expert at Compare the Market, said greater pricing transparency could help protect fans from rising levels of ticket fraud.

“With big-name tours generating such huge demand, ticket scams are becoming more and more common,” Mr Evans said.

“Clearer pricing and availability information from ticket sellers could make it easier for gig goers to identify genuine tickets and avoid being scammed.”

He added: “The number of fraudulent sales we’ve seen, and the large financial losses that result, are a serious concern.”

Mr Evans advised music fans to buy only through authorised sellers and to use credit cards for potential Section 75 protection if issues arise.

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The watchdog’s intervention follows months of concern about the ticketing giant’s practices during the band’s first performances in 16 years.

Initial complaints emerged when fans faced last-minute decisions about significantly inflated prices after waiting hours in virtual queues.

The CMA launched its investigation last year amid claims of unfair pricing for the 41-show tour, which resumed at Wembley Stadium this weekend.

The regulator has now secured binding commitments from Ticketmaster to make major changes to its sales processes.

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Contrary to widespread assumptions, the CMA found no evidence that Ticketmaster used algorithmic systems to alter prices in real time.

Instead, the investigation uncovered problems with how the company labelled certain seats as “platinum” while charging nearly two-and-a-half times standard prices.

These premium-branded tickets offered no extra benefits and were often located in the same areas as regular seats.

The CMA concluded that such practices may have breached consumer protection laws by failing to make clear that higher-priced tickets provided no added value.

Sarah Cardell, the CMA’s chief executive, said: “Fans who spend their hard-earned money to see artists they love deserve to see clear, accurate information upfront.”

She warned that enforcement action would follow if Ticketmaster did not put the required changes in place.

The platform must now inform customers at least 24 hours before sales begin if multiple price tiers will apply, as occurred with Oasis standing tickets.

During the buying process, clearer updates about remaining ticket availability and prices will be required.

Ticketmaster also faces restrictions on using misleading descriptions suggesting some tickets offer superior experiences when they do not.

The company must submit regular compliance reports to the CMA over the next two years, with potential enforcement action if obligations are not met.

A Ticketmaster spokesperson said: “We welcome the CMA’s confirmation there was no dynamic pricing, no unfair practices and that we did not breach consumer law.

“To further improve the customer experience, we’ve voluntarily committed to clearer communication about ticket prices in queues.”

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The Government is reviewing whether to limit ticket resales to a fixed percentage above face value, which could disrupt the business models of platforms such as Viagogo and StubHub.

Such a move would mark a significant change in UK ticketing regulations.

Meanwhile, Ticketmaster’s parent company LiveNation faces separate legal challenges in the United States.

The Federal Trade Commission and seven states have accused the firm of working with touts who buy concert tickets for resale at large mark-ups.

US authorities claim the practices breach consumer laws and have cost customers millions of pounds.

The investigations on both sides of the Atlantic reflect growing scrutiny of ticketing practices as demand for live entertainment continues to rise post-pandemic.