Ticket exchanges have been causing complaints to the Bavarian Consumer Center for years. Consumers often do not receive the ticket they purchased or are not admitted to the venue due to personalized tickets. The ongoing problems prompted consumer advocates to take a closer look at the secondary ticket market.

“We wanted to know how reliably platforms adhere to the new information requirements when they offer to resell tickets on them.”

Tatjana Halm, lawyer at the Bavarian Consumer Center

New information requirements are inadequately implemented

In the period from October 19th to 26th, 2022, the Bavarian Consumer Center checked 18 different providers in a sample. The consumer advocates paid particular attention to important information for buyers, such as the original ticket price and the contractual partner. The results of the sample are mixed.

The new legal regulations are often only inadequately implemented. The Bavarian Consumer Center complains that the required information is sometimes not provided at all or is only provided in a hidden manner. If information about the purchase price is provided, it is sometimes a general statement that does not allow any conclusions to be drawn about the actual original price, or it is only displayed after the ticket has been selected, so that buyers cannot compare. In addition, the presentation and placement of information on the platforms differ greatly from one another.

“The goal of providing greater clarity for consumers with the new information requirements is only achieved in a few cases.”

Tatjana Halm

Another problem: Even attentive consumers cannot always tell that they are on a secondary market platform. This can become problematic if the actual contractual partner is not available in the event of difficulties - for example if the ticket does not arrive or entry is not granted due to the admission ticket being personalized.

What is particularly annoying is that Viagogo, one of the most used secondary ticket exchanges, is not adhering to the new regulations from the Bavarian Consumer Center's point of view. The majority of consumers therefore do not benefit from the new information requirements.

Regulations must be consistently implemented

The Bavarian Consumer Center demands: In order to increase transparency in the secondary market, the existing regulations must be consistently implemented.

The detailed report on the sample can be found HERE

Source:

Bavarian consumer advice center

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