Booking event tickets

The show is cancelled

You’re entitled to a full refund of the ticket price, plus any booking fee and ticket insurance, from the ticket seller.

If you’ve bought travel insurance, check your policy to see what it provides if you have to cancel your travel bookings.

If you bought a package deal – say, a travel-and-ticket combo – the seller of that package is responsible for giving you a refund.

If promoters cancel a show because a performer is ill or they can't sell enough tickets, or for some other reason, they’re not required to compensate you for other costs such as airline tickets or accommodation.

You'll need to contact the airline or hotel about a refund or credit. Depending on the company's cancellation policy, you may have to pay a fee.

If you’ve bought travel insurance, check your policy to see what it provides if you have to cancel your travel bookings.

The show is postponed

If the new date doesn't suit, you’re entitled to claim a refund of the ticket price. The only exception would be if the postponement was allowed for and clearly explained before you purchased: for example, an outdoor event was held over to the advertised "rain day".

My seat was double-booked

If the ticket seller has mucked up and double-booked your seat, and can’t offer you a suitable alternative, you’re entitled to a refund and compensation for any reasonably foreseeable consequential losses, such as parking at the venue.

If the venue offers, and you accept, a seat that costs less than what you paid, you’re entitled to a refund of the price difference.

The venue wouldn't let me in

If you’re refused entry but have a valid ticket, have abided by the rules and given no indication you might cause trouble, you’re entitled to a refund and compensation for any reasonably foreseeable consequential losses.

They dropped the star

Many shows are marketed around several featured “star” acts. If one of the headline acts advertised for the event drops out and you no longer want to attend, you’re entitled to a refund.

The "A Reserve" seats were useless

If you find yourself in this situation, complain immediately. You may be able to be reseated.

Ticket agents must carry out their services with reasonable care and skill.

If not, ask for a refund. Some venues can arrange this on the spot. Otherwise, contact the ticket office and, if necessary, put your complaint in writing. If neither the ticketing agent nor the promoter is forthcoming with compensation, take your case to the Disputes Tribunal.

The definition of an "A Reserve" seat can leave a lot to be desired. Promoters may hold back seats between "A Reserve" and "B Reserve". If booking numbers are good, they’ll then be sold at the "A Reserve" price. If not, they’ll be released for sale at the "B Reserve" price.

In our view, each grade of seating should be superior to those cheaper than it. You should be able to see and hear the entire show well from an "A Reserve" seat.

Before you buy "B Reserve" or "C Reserve" seats, ask what you’ll be able to see. If you can't see as much as you were told, ask for compensation.

I bought a ticket privately for more than the face value, after tickets had sold out from the official seller. Will I still be able to get into the event?

Selling a ticket privately for an inflated price (often called scalping) isn’t illegal. The only exception is where an event is declared to be a “major event” under the Major Events Management Act. However, this has only happened for a few sporting events.

If you buy privately, be aware ticket agents often have terms and conditions stating that if they’re aware the ticket has been scalped, the holder will be refused entry. Make sure you check this before you buy.

Be extremely wary of buying from ticket resale websites. Our research has found major problems in this industry.

What if the ticket seller denies liability?

Ticket agents have obligations under the Consumer Guarantees Act to carry out their services with reasonable care and skill.

This includes using reasonable care and skill in selecting and allocating seats, and advising consumers of any limitations on what they will, or won’t, be able to see and hear from those seats.

We also expect ticketing agents to ensure that more expensive seats are indeed better than cheaper ones.