Tickets and events: your rights

A ticket is a contract between you and the ticket seller. The seller has to clearly display or notify you of the terms and conditions attached to the ticket before you buy it.

A seller can't rely on terms and conditions that are only printed on the ticket, unless you were given a reasonable chance to read them beforehand.

The event is cancelled or postponed

The date of the event has changed 

You’re entitled to a refund if an event date gets changed and it doesn't suit you. The only exception would be if you bought tickets knowing an event date might change, and the ticket agent made this potential postponement clear upon booking.

Under the Consumer Guarantees Act, businesses must provide services with reasonable care and skill. If the date change was a result of the ticket seller’s failure to exercise reasonable care and skill, you may be entitled to compensation for lost travel or accommodation costs.

The event has been cancelled

If the show is cancelled, you should get a refund from the ticket agent. Check the event website for updates or call the ticket agent directly. Find cancellations and postponements for two common ticket sellers: Ticketek and Ticketmaster. 

Refunds will normally be made to the credit or debit card you used to purchase the tickets. If your card details have changed, you’ll need to provide the ticket agent with your updated details. You may be able to do this via its website.

You might be entitled to compensation for other reasonably foreseeable costs, like travel or accommodation if the cancellation resulted from the ticket seller’s failure to exercise reasonable care and skill. 

My ticket agent won't process a refund 

If the ticket agent refuses to process a refund for a cancelled or postponed event, contact your bank and ask for a chargeback (a refund to your credit or debit card). 

I bought my ticket from a private seller. Can I get a refund?  

If you purchased a ticket from a private seller rather than an official ticket agent, it might be trickier to get a refund. Ticket agents may have terms and conditions stating that if they know a ticket has been resold, they won't honour it. If an event is cancelled, the ticket agent is only obliged to refund the original purchaser. If you have the details of the original ticket holder, you could ask them for a refund. 

I bought my ticket from a ticket resale site. Can I get a refund?  

Ask the resale site for a refund. If it refuses, you may be able to get a chargeback (a refund to your credit or debit card). 

Are there different rules for charity events?  

No, your rights remain the same whether an event is run by a commercial company or charity. If a small group runs a charity fundraiser or event and you want to offer support, consider donating the money you spent on your ticket rather than seeking a refund. 

I booked flights and accommodation to attend an event. What should I do?

Whether you’re entitled to compensation will depend on the ticket seller’s liability under the CGA. If they’ve breached one of the guarantees, you may be entitled to claim for any reasonably foreseeable consequential losses. If not, a seller probably isn’t required to compensate you for other costs like accommodation or airfares. Try contacting the hotel or airline directly about a credit or refund.

The event isn’t as advertised

My seat was double booked

If the ticket seller has 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 have 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 of the show

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 didn’t live up to their name

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 sell them at "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. Ask for compensation if you can't see as much of the event as you were told.