A local expert from Citizen’s Advice provides timely tips on consumer issues.
Q: I’m starting to book tickets for Christmas events, but I’ve seen stories in the news about people being left out of pocket if these are cancelled at the last minute. How can I get a refund if this happens to me?
A : Keep an eye on the organiser’s website and social media for the latest updates. You won’t be entitled to a refund if you change your mind about going, but if an event is cancelled your refund rights will depend on how you bought the ticket.
If you bought your ticket from an official seller and the organiser cancels, moves or reschedules the event, you should get a refund – the official seller is the best point of contact to ask about how to get your money back.
to see if the seller is a member of the Society of Ticket Agents and Retailers (STAR). If so, you can use STAR’s complaints procedure. STAR members should receive a refund at face value if the event is cancelled and the organiser has agreed to refunds.
You’ll probably only get the face value of the ticket back, and some sellers might refund postage if the event is cancelled before tickets are sent. If you had to pay booking or card fees, you might not get those back. If the official seller isn’t a member of STAR, check how you can solve an ongoing consumer problem with a business seller. You may also be able to get your money back another way, such as through your credit card company.
If you bought your ticket from a ticket-reselling website, refunds will depend on the site’s terms and conditions. If you bought from a private seller and the event is cancelled or rescheduled, it is unlikely you will be able to recover your money, though we still recommend you contact the seller and ask.
Be aware of scams.
If your event is cancelled and someone gets in touch to offer their services to try to recover money on your behalf, be alert and make sure that you’re looking out for the signs of a potential scam.
For more information on getting a refund, take a look at the Citizens Advice website.
