The Competition and Markets Authority (CMA) has initiated an investigation into Ticketmaster concerning the sale of tickets for the highly anticipated Oasis reunion tour in 2025. This inquiry arises from multiple concerns about potential breaches of consumer protection law, specifically regarding the use of ‘dynamic pricing’.
Dynamic pricing entails that ticket costs on the Ticketmaster website escalate as demand increases. The CMA is actively gathering accounts from fans to determine if they received ‘clear and timely information’ regarding this pricing model and if their purchasing decisions were unduly pressured. Such evidence is crucial to ascertain whether Ticketmaster has engaged in unfair commercial practices, prohibited under the Consumer Protection from Unfair Trading Regulations 2008.
Significantly, the investigation will assess whether fans were adequately informed that ticket prices could fluctuate based on demand and how this would impact the final cost. The CMA is also examining whether consumers felt compelled to make quick purchasing decisions at elevated prices, which may have influenced their buying choices unexpectedly.
Sarah Cardell, Chief Executive of the CMA, emphasised the importance of fairness in ticket sales, stating, ‘It’s important that fans are treated fairly when they buy tickets, which is why we’ve launched this investigation. It’s clear that many people felt they had a bad experience and were surprised by the price of their tickets at check-out. We want to hear from fans who went through the process and may have encountered issues so that we can investigate whether existing consumer protection law has been breached.’
Additionally, the CMA has welcomed the government’s recent proposal to consult on measures enhancing consumer protections in the ticketing sector. This step aligns with the CMA’s longstanding commitment to addressing challenges in the ticket market, as evidenced by their previous enforcement actions and recommendations for improving the secondary ticket market.
The CMA has explicitly stated that it ‘should not be assumed that Ticketmaster has broken consumer protection law.’ However, the investigation will also consider ‘whether it is appropriate to investigate the conduct of anyone else in relation to the matter.’
In a related development, Oasis issued a statement clarifying their position on the ticketing controversy. The band stated, ‘it needs to be made clear that Oasis leave decisions on ticketing and pricing entirely to their promoters and management, and at no time had any awareness that dynamic pricing was going to be used’. According to the release, despite prior positive meetings between promoters, Ticketmaster, and the band’s management, which aimed to create a fair ticket sale strategy inclusive of dynamic pricing, the plan did not meet expectations due to unprecedented demand.
The statement continued, ‘While prior meetings between promoters, Ticketmaster and the band’s management resulted in a positive ticket sale strategy, which would be a fair experience for fans, including dynamic ticketing to help keep general ticket prices down as well as reduce touting, the execution of the plan failed to meet expectations. All parties involved did their utmost to deliver the best possible fan experience, but due to the unprecedented demand this became impossible to achieve.’
This investigation underscores the CMA’s ongoing dedication to ensuring fair treatment for consumers in the ticketing market. The outcome of this investigation could have significant implications for future ticket sales practices, potentially leading to stronger consumer protections and more transparent pricing strategies.