Understanding Your Rights When Buying Event Tickets
When you buy tickets for events like concerts, sports matches, or theatre performances in the UK, you have important rights as a consumer. These rights are protected by laws such as the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These rules ensure you’re treated fairly when buying tickets, whether you purchase directly from the event organiser, an official ticket agent, or a recognised resale platform.
If an event is cancelled, you’re usually entitled to a full refund of the ticket price. If the event is postponed or significantly changed (for example, a headline act is replaced), you may also have the right to a refund or to accept the new arrangements. The exact process can depend on the terms and conditions set by the ticket seller, but UK law generally requires that you are not left out of pocket for events that do not go ahead as planned.
Consumer protection laws also cover issues like hidden fees, misleading information, and the safe handling of your personal data. If you face problems getting your money back, or if the event organiser refuses to refund you in situations where you believe you’re entitled, you can take further steps to resolve the issue.
To understand more about your entitlements and the process for getting your money back, see our guide on refunds and compensation on purchases. This will help you navigate your rights and the actions you can take if something goes wrong with your event ticket purchase.
What Happens If an Event Is Cancelled or Postponed?
When an event is cancelled, postponed, or rescheduled in the UK, your rights as a ticket holder are protected under consumer law. If an event is cancelled and does not go ahead at all, you are usually entitled to a full refund of the ticket price. This is supported by the Consumer Rights Act 2015, which states that services must be provided as described. If the organiser offers an alternative, such as a rescheduled date, you can choose whether to accept it or request a refund.
There are important differences between cancellation, postponement, and rescheduling. A cancellation means the event will not happen at all, while postponement means it will take place at a later date. Rescheduling generally refers to changing the date or time of the event. In all cases, the event organiser or ticket seller should contact you with details about your options.
To claim a refund or compensation, you should follow the process set out by the ticket seller or event organiser. This often involves filling in an online form or contacting customer service directly. Timeframes for receiving your refund may vary, but under UK law, sellers are expected to process refunds promptly – usually within 14 days of agreeing to refund you.
For more information on your general refund rights in the UK, you can read further guidance. If you want step-by-step advice on getting a refund on an event ticket, see our dedicated page.
You might also find it useful to compare these rules with those for hotel cancellations and compensation or flight cancellations and compensation to understand how consumer protections apply across different types of bookings.
When Can You Ask for Compensation?
When Can You Ask for Compensation?
In some cases, you may be entitled to compensation in addition to, or instead of, a refund for event tickets. This usually applies when there are significant changes to the event that go beyond a simple cancellation or postponement. For example, if the headline act is replaced without notice, the venue is changed to a less suitable location, or the event is cut short, you may be able to claim compensation for the inconvenience or loss of value.
Eligibility for compensation depends on the terms and conditions of your ticket purchase, as well as your rights under the Consumer Rights Act 2015. You are generally protected if the event you bought a ticket for is not delivered as described, or if the organiser fails to provide a service with reasonable care and skill.
Examples of successful compensation claims include situations where travel or accommodation costs were lost due to last-minute changes, or where the quality of the event was substantially reduced. Keep in mind that minor changes, such as a slight change in start time or supporting acts, may not always qualify for compensation.
If you believe you deserve compensation, start by contacting the ticket seller or event organiser to explain your situation and what you are seeking. If you’re not satisfied with their response, you can find guidance on next steps, including how to escalate your issue, in our section on complaining about an event.
Buying Event Tickets Safely Online
When buying tickets for events online, it’s important to take steps to protect yourself from scams and ensure you’re purchasing from a legitimate source. UK consumer law, including the Consumer Rights Act 2015, gives you certain protections when buying from authorised sellers, but these may not apply if you buy from unofficial or fraudulent sites. Understanding the difference between official ticket sellers, authorised resellers, and secondary markets is key – see Legitimate Ticket Sellers for a detailed overview of the regulations on ticket resales.
To help you stay safe, we’ve created a dedicated guide on buying event tickets safely online. This covers practical tips for avoiding scams, how to spot and avoid online ticket scams, and what to check before making a purchase. If you’re concerned about a website’s legitimacy or want to know more about illegal ticketing websites, our resources can help you recognise warning signs and understand your rights if things go wrong.
Handling Problems With Your Event Ticket Purchase
If you have problems with your event tickets – such as not receiving them, being turned away at the venue, or finding out the event details have changed – you have clear rights under UK consumer law. The Consumer Rights Act 2015 protects you when you buy tickets, especially if the event or service does not match what was promised.
Start by contacting the ticket seller or event organiser directly, explaining the issue and what resolution you want. It’s important to keep a record of all your communications. If the seller refuses to help or doesn’t respond, you may be able to escalate your complaint or seek a refund, depending on the circumstances.
For a step-by-step guide to raising complaints and understanding your rights in detail, see our page on complaining about an event.
You might also find it useful to compare your rights in similar situations, such as problems with purchased goods or problems with a service, to better understand the protections available to you.
Getting a Refund on an Event Ticket
If you need to request a refund for an event ticket, your rights depend on the circumstances – such as if the event is cancelled, postponed, or significantly changed. Under the Consumer Rights Act 2015, you are generally entitled to a full refund if the event is cancelled or if there is a major change to what you paid for. To start the process, contact the ticket seller or event organiser directly with your request and keep records of all communication. If your refund is denied or delayed, you may have further options under UK consumer law.
For a step-by-step guide on when and how to claim your money back, and what to do if things go wrong, see our detailed advice on getting a refund on an event ticket.
You may also want to learn more about your broader refund rights in the UK and how refunds and compensation on purchases work for other types of transactions.
Avoiding and Dealing With Illegal Ticketing Websites
Buying event tickets online can be risky if you’re not careful about where you purchase them. Illegal or unauthorised ticket sellers often operate websites that look professional but don’t have the right to sell tickets, putting you at risk of losing your money or being refused entry at the event. Warning signs include prices that seem too good to be true, lack of clear contact details, or pressure to buy quickly.
Purchasing from these illegal ticketing websites can mean you’re not protected by UK consumer law, such as the Consumer Rights Act 2015, which gives you the right to a refund if the event is cancelled or the ticket is invalid. If you’ve already bought a ticket from a suspicious source, it’s important to know your rights and the steps you can take.
For detailed guidance on how to identify, avoid, and deal with illegal sellers – including what to do if you’ve been affected and how to report them – visit our comprehensive page on illegal ticketing websites.
You can also learn practical tips to spot and avoid online ticket scams to help protect yourself when buying tickets online.
Understanding Pricing and Advertising Errors for Event Tickets
When buying event tickets, it’s important to know what happens if they are advertised at the wrong price. Sometimes, due to a genuine mistake, tickets may be listed for less (or more) than the intended amount. Under UK law, particularly the Consumer Protection from Unfair Trading Regulations 2008, sellers must not mislead customers with incorrect pricing information.
If you buy tickets at a mistaken price, your rights depend on whether you have already completed the purchase and received confirmation. If you’ve only seen the advertised price but haven’t bought the tickets, the seller can usually correct the error before the sale is final. However, if you’ve paid and received confirmation, the seller may not always be able to cancel your purchase without good reason, especially if their terms and conditions do not clearly allow for this.
Sellers are expected to act fairly and promptly inform you of any pricing errors. If your purchase is cancelled due to a mistake, you should receive a full refund.
For more details on your rights in these situations, see our guide on if something is advertised at the wrong price. This will help you understand what steps to take if you’re affected by a ticket pricing error.
