Consumer NZ calls for clampdown on ticket resellers
Inflated prices, hidden fees and misleading sales tactics have been identified as major problems in the ticket resale
market, in a joint investigation by Consumer NZ and Australian consumer group Choice.
More than 1000 consumers provided information to the investigation about their experiences with ticket resellers, such
as Viagogo and Ticketmaster Resale. The results of the investigation have been released today in the groups’ report Sold out: Consumers and the ticket resale industry.
Consumer NZ head of research Jessica Wilson said the investigation found tickets bought from resellers that were
marked-up by more than 500 percent. One sports fan bought a ticket to a Crusaders vs Hurricanes game that had a 700
percent mark-up.
Fifty-six percent of people were also charged extra fees on top of the ticket price. By far the majority of complaints
regarding hidden fees (89 percent) were about Viagogo.
Eleven percent of purchasers paid for tickets that never arrived and eight percent ended up with fake tickets.
Ms Wilson said the investigation also found many purchasers didn’t know they were dealing with a ticket resale site.
Eighty-five percent of people who bought tickets for a New Zealand event were unaware the website they used to purchase
tickets was a reseller.
Consumers are being duped by the industry’s sales tactics, she said. In advertising, Viagogo claims it’s an “official”
site. “The company’s website also pressures consumers to buy, claiming tickets are in high demand and selling fast.”
Consumer NZ is calling for the Commerce Commission to take action against Viagogo and other resellers that risk
breaching the Fair Trading Act. This week, the Australian Competition and Consumer Commission announced it was
prosecuting Viagogo, alleging the company had misled consumers.
Ms Wilson said action was also needed from event promoters and official ticket agencies. Practices used by these
companies can create the impression tickets are in short supply, pressuring consumers to pay excessive prices for
tickets from resale sites.
Promotors and ticket companies should be clear about the number of tickets available for general sale, the number of
events planned and the number of seats per venue.
The industry also needs to invest in measures to stop professional scalpers buying up large quantities of tickets that
are then sold on the resale market.
About the report: Sold out: Consumers and the ticket resale industryhas been released today by Consumer NZ and Choice.
A total of 1051 consumers provided information for the report on their experiences with ticket resellers:
• 184 were from New Zealand
• 438 were from Australia
• 353 were from the UK
• 76 were from other countries
Case studies can be found on consumer.org.nz.
ENDS