Launched: June 2004
Concerns regarding levels of consumer protection in the market. To assess how effectively the supply of tickets for entertainment and sporting events is working for consumers.
(Study followed in-house work.)
The study found:
1. Most consumers were happy with their last ticket purchase.
2. Dissatisfied consumers' concerns focused on a dislike of additional fees and levels of additional fees, slow transaction speed and the non-delivery of pre-paid tickets.
3. Non-broadcast event advertising tends not to carry price information. Information is often only available within a purchasing transaction making it more difficult for consumers to shop around and to opt out of transactions.
4. Consumers tend not to shop around for event tickets and buy from the first ticket seller they contact - this means some consumers pay a higher price than they would have done otherwise.
5. It is very rare for tickets to be bought without additional fees.
6. Some consumer contracts contain terms that are potentially unfair.
In 26 per cent of internet mystery shops it was not possible for the shoppers to find information on how the ticket seller might deal with problems after purchase.
In agreement with the Advertising Standards Authority:
1. The Committee for Advertising Practice (CAP) should amend its guidance so all non-broadcast event advertising is required to include the face value of the ticket, and indicating that additional fees may apply. These could vary depending on the sales channel and ticket seller used.
2. Event advertising should indicate where tickets can be bought at face value.
3. All information relating to price should be displayed in a clear and readable form.
4. Event advertisers should follow the amended guidance.
5. Society of Ticket Agents and Retailers should produce model terms for its members given the evidence of unfair contract terms found in the mystery shopping exercise.
6. OFT will continue to work with Trading Standards Services to ensure compliance with consumer protection legislation and will take enforcement action where necessary.
CAP amended its non-broadcast event advertising guidance although not to the degree recommended by the OFT. CAP's guidance requires a 'from' price or a range of prices, rather than a requirement to state the face value and indication of where tickets could be purchased at face value.
CAP identified five key points for consumers to check before buying entertainment tickets:
1. What is the face value of the ticket and how much will I pay in total including additional fees such as booking fees, transaction charges and postage?
2. Can I get a ticket elsewhere - will I get it cheaper by shopping around or going direct to the box office?
3. How will I receive my tickets and what happens if they don't arrive?
4. Will I get a refund, including additional fees, if the event is cancelled, changed or I cannot go?
5. What is the seat location and does it have a restricted view?
See press release 'OFT raises the curtain on ticket agents: clearer deal needed for consumers' 26 January 2005
Download the OFT Ticket agents in the UK report (pdf 447 kb) and annexes (pdf 753 kb) January 2005
Download Questions for consumers to consider when buying tickets (pdf file 60 kb) January 2005
See press release OFT launches study into ticket agents 17 June 2004.
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