Introduction to Buying Event Tickets Online Safely
Buying event tickets online has become the norm for millions of people across the UK, whether it’s for concerts, sports matches, theatre performances, or festivals. The convenience of browsing events, comparing prices, and securing seats from the comfort of your home has made online ticket purchasing incredibly popular. However, this ease of access also brings certain risks, such as encountering scams, fake tickets, or unreliable sellers.
Understanding your consumer rights is crucial when buying event tickets online. UK law offers protections for consumers, including the right to accurate information about the event and the seller, and in some cases, the right to a refund if things go wrong. Knowing your rights when purchasing event tickets can help you make informed decisions and avoid common pitfalls.
Unfortunately, the rise in online ticket sales has also led to an increase in fraudulent activity. Scammers may create convincing websites or social media pages to sell fake or non-existent tickets, or they may resell tickets at inflated prices without proper authorisation. Falling victim to these scams can mean losing your money and missing out on the event altogether.
This page is designed to help you navigate the process of buying event tickets safely online. We’ll cover practical tips for safe purchasing, advice on how to check if a ticket seller is legitimate, and guidance on what to do if you encounter problems such as cancelled events or non-delivery of tickets. You’ll also find information about your options for refunds and how to make complaints if things go wrong. By understanding the risks and knowing your rights, you can enjoy your next event with greater confidence and peace of mind.
Understanding Your Rights When Buying Event Tickets in the UK
When you buy event tickets online in the UK, you’re protected by several consumer laws designed to keep your purchase safe and fair. Understanding your rights can help you avoid disappointment and know what steps to take if something goes wrong.
Key Consumer Protection Laws
The main law covering online ticket purchases is the Consumer Rights Act 2015. This law states that any service or product you buy – including event tickets – must be as described, fit for purpose, and of satisfactory quality. If you buy from a UK-based business, you also have rights under the Consumer Contracts Regulations 2013, which provide extra protection for online purchases, such as the right to clear information before you buy.
If you purchase tickets from a private individual (for example, through a social media group or resale site), your rights are more limited. Always try to buy from official sources or authorised resellers to ensure your legal protections apply.
When Are You Entitled to a Refund or Compensation?
You are generally entitled to a refund or compensation if:
The event is cancelled and not rescheduled
The tickets you receive are fake, invalid, or do not match the description
The seller fails to deliver your tickets
In these cases, the law typically requires the ticket seller to offer a full refund. If you have trouble getting your money back, it’s important to know your options for getting a refund on an event ticket.
What If the Event Is Rescheduled or Relocated?
If an event is rescheduled or moved to a different venue, your rights depend on the terms and conditions of your ticket purchase. Many ticket sellers will offer you the choice to attend the new date or location, or to request a refund if you can’t make it. Always check the seller’s policy, but remember that if the change is significant and you’re unable to attend, you may be entitled to a refund under consumer law.
How Do These Rights Apply to Online Purchases?
Buying tickets online gives you extra protection compared to buying in person. Online sellers must provide clear information about the event, ticket price, and any extra fees before you buy. You should also receive confirmation of your purchase and details on how to contact the seller.
Be aware that tickets bought from unofficial sources or private individuals may not come with the same protections. Always check if the website is an authorised seller and look for secure payment options.
By knowing your rights and buying from reputable sources, you can enjoy peace of mind and focus on looking forward to your event. If you ever need to claim a refund or resolve a problem, make sure to read our guide on getting a refund on an event ticket for step-by-step advice.
How to Spot and Avoid Online Ticket Scams
Buying tickets online can be convenient, but it also comes with risks. Scammers are increasingly targeting event-goers with fake or non-existent tickets, leaving many out of pocket and unable to attend their chosen events. Understanding how these scams work and knowing what to look out for can help you protect yourself.
Common Types of Ticket Scams
Some of the most frequent ticket scams include:
Fake Tickets: Fraudsters sell counterfeit tickets that look genuine but won’t be accepted at the event.
Non-Delivery Scams: You pay for tickets that never arrive, and the seller disappears once they have your money.
Duplicate Tickets: The same ticket is sold to multiple buyers, but only the first person to use it gains entry.
Phishing Websites: Scam websites mimic real ticket sellers to steal your personal and payment details.
To learn more about these tactics and how to protect yourself, see our guide on how to spot and avoid online ticket scams.
Red Flags to Watch Out For
When buying tickets online, be alert for warning signs such as:
Unusually low prices compared to other sellers – if a deal looks too good to be true, it probably is.
Pressure to buy quickly or claims of “limited availability” to rush your decision.
Requests for payment by bank transfer or cryptocurrency – these methods offer little protection if something goes wrong.
Poor website design or spelling mistakes on the seller’s website.
Lack of contact details or only a mobile number and email address.
No secure payment options (look for ‘https’ and a padlock symbol in the browser).
For further information on identifying unsafe platforms, review the advice on illegal ticketing websites.
Verifying Tickets and Sellers
Before making a purchase:
Buy from official sources: Use the event organiser’s website or trusted primary ticket sellers.
Check the seller’s reputation: Look for independent reviews and see if they are a member of the Society of Ticket Agents and Retailers (STAR).
Confirm ticket details: Make sure you receive clear information about seat numbers, event dates, and terms and conditions.
Be wary of resale sites: If using a secondary marketplace, ensure it offers buyer protection and is well-known.
Secure Payment Methods
Always use secure payment methods that offer protection if something goes wrong:
Credit cards: Purchases over £100 are protected by Section 75 of the Consumer Credit Act 1974, meaning you may be able to claim a refund if the seller is fraudulent.
Debit cards: Some banks offer chargeback schemes for disputed transactions.
Avoid direct bank transfers: These provide little or no recourse if you are scammed.
What to Do If You Suspect a Scam
If you think you’ve encountered a ticket scam:
Stop all communication with the seller.
Contact your bank or card provider straight away – they may be able to recover your money.
Keep all records of your transaction and correspondence.
Report the incident to the appropriate authorities. You can report to Trading Standards to help prevent others from falling victim.
By staying vigilant and following these steps, you can reduce your risk and enjoy your event with peace of mind.
Checking If a Ticket Seller Is Legitimate
When buying event tickets online, it’s vital to make sure the seller is legitimate to avoid scams and disappointment. Here’s how you can check if a ticket seller or platform is trustworthy:
1. Verify the Seller’s Credentials
Start by checking if the ticket seller is an official outlet or an authorised reseller. Most event organisers list their approved ticket partners on their website. Buying directly from these sources is usually the safest option. Be wary of sellers who do not provide clear contact details, a registered business address, or who operate solely on social media or classified ad sites.
2. Understand Official Outlets and Authorised Resellers
Official ticket outlets are companies that work directly with event organisers to sell tickets. Authorised resellers are approved to resell tickets, often for events that have sold out. Always check the event’s official website for links to these approved sellers. If you’re not sure whether a seller is authorised, contact the event organiser or venue directly for confirmation.
3. Assess Reviews and Ratings
Before making a purchase, look up independent reviews and ratings for the ticket seller or platform. While positive reviews can be reassuring, be cautious – some reviews may be fake or manipulated. Check multiple sources and watch out for repeated complaints about fake tickets, poor customer service, or problems with refunds.
4. Avoid Unauthorised or Suspicious Sellers
Avoid buying tickets from sellers that are not listed as official or authorised, especially if the price seems too good to be true. Unauthorised sellers are more likely to be involved in scams or sell invalid tickets. For more information about the risks associated with illegal ticketing websites, and how to identify and avoid them, see our dedicated guidance.
5. Check Terms and Conditions Before You Buy
Always read the terms and conditions before purchasing tickets. Look for information about refunds, cancellations, and what happens if the event is rescheduled. A legitimate seller will have clear policies in place and will comply with UK laws such as the Consumer Rights Act 2015, which protects you if tickets are not as described or the event is cancelled.
By taking these steps, you can greatly reduce the risk of falling victim to a ticket scam and ensure your event experience starts on the right note. If you’re unsure about a seller, it’s always safer to buy elsewhere.
What to Do If Your Tickets Are Faulty or the Event Is Cancelled
If you run into problems with your event tickets – such as receiving fake or invalid tickets, or if the event is cancelled or postponed – knowing your rights and the correct steps to take can help you resolve the issue quickly and protect your money.
If You Receive Fake or Invalid Tickets
If your tickets don’t work at the venue, appear suspicious, or you’re denied entry, act quickly:
Contact the seller immediately. Explain the issue and request a resolution, such as replacement tickets or a refund.
Gather evidence. Keep all emails, receipts, and screenshots of your purchase. Take photos of the tickets and any correspondence with the seller.
Check your payment method. If you paid by credit card (over £100), you may be protected under Section 75 of the Consumer Credit Act 1974. Debit card purchases may be covered by chargeback schemes.
Inform the event organiser. Sometimes, they can advise if your tickets are genuine or offer help if you’ve been scammed.
Report the incident. If you suspect fraud, you should report to Trading Standards to help protect other consumers.
If the Event Is Cancelled or Postponed
Your rights depend on the circumstances:
Cancelled events: If the event is cancelled, you are usually entitled to a full refund of the ticket price. This is protected by the Consumer Rights Act 2015, which requires traders to provide services as described or refund you if they cannot.
Postponed events: If the event is rescheduled, check the seller’s terms and conditions. You may be able to use your ticket for the new date or request a refund if you can’t attend.
Partial cancellations: If only part of the event is cancelled, you may be entitled to a partial refund.
To understand the process and your entitlements in detail, read our guide on getting a refund on an event ticket.
How to Request a Refund or Compensation
Contact the ticket seller first. Use their official website or customer service channels to request a refund or compensation. Provide all relevant details and evidence.
Follow up in writing. If you don’t get a response, send a formal complaint by email or letter.
Check your bank or card provider’s policies. If the seller refuses a refund and you paid by card, contact your bank to see if you can make a claim under Section 75 or chargeback.
Keep records. Save all correspondence and evidence in case you need to escalate the complaint.
If you need more help with the complaints process, see our advice on complaining about an event.
Who to Contact for Help and Advice
Event organisers: They may be able to confirm ticket validity or provide updates on cancellations and refunds.
Ticket sellers: Your main point of contact for refunds, exchanges, or complaints.
Consumer protection bodies: If you’re unable to resolve the issue, you can report to Trading Standards, who can investigate unfair practices and help enforce your rights.
Remember, acting quickly and keeping good records will strengthen your case if you need to escalate your complaint or seek further assistance. For step-by-step guidance, visit our pages on getting a refund on an event ticket and complaining about an event.
Additional Consumer Rights Related to Event Tickets and Travel
When buying event tickets online, it’s important to consider not just your rights as a ticket buyer, but also how your consumer rights extend to travel and accommodation booked for the event. Travel disruptions – such as train strikes, flight cancellations, or unexpected hotel closures – can have a direct impact on your plans and your entitlement to refunds or compensation.
How Travel Disruptions Affect Your Rights
If you’ve booked travel (like trains, coaches, or flights) or accommodation to attend an event, and your plans are disrupted, your rights will depend on the circumstances and the type of booking. For example, if a concert is cancelled and you’ve already paid for travel, you may not automatically receive a refund for your travel costs from the event organiser. However, you may have separate rights with your travel provider, especially if the cancellation was outside your control.
Rights for Cancellations and Compensation
Under UK consumer law, if your travel provider cancels your booking, you’re generally entitled to a full refund. This applies to most forms of public transport and package holidays. If you cancel your travel because an event is cancelled, your refund rights depend on the terms and conditions of your booking. Some tickets are non-refundable, while others may offer flexibility or allow for amendments.
If you booked a package holiday – where travel and accommodation are bundled together – you are protected under the Package Travel and Linked Travel Arrangements Regulations 2018. These regulations entitle you to a refund or alternative arrangements if a significant part of your package cannot be provided.
Event Ticket and Travel Rights: The Connection
It’s common to book tickets and travel separately, but your rights for each are distinct. If an event is cancelled, you should receive a refund for the ticket itself, but you’ll need to check your travel provider’s policy for your travel costs. In some cases, travel insurance may cover losses if you can’t attend due to unforeseen circumstances.
During the COVID-19 pandemic, many events and travel bookings were cancelled or changed at short notice. Special rules and guidance were put in place for affected consumers. If you’re dealing with a cancellation related to COVID-19, you can find more details about your rights to COVID-19 travel refunds.
Where to Find More Information
For detailed guidance on your rights when travel or holidays are cancelled – whether due to event changes, travel company issues, or other disruptions – see our section on travel and holidays cancellations and compensation. This resource explains the rules for refunds, compensation, and how to make a complaint if you think your rights haven’t been respected.
Understanding how your event ticket rights intersect with travel and holiday protections can help you make informed decisions and reduce the risk of losing money if plans change unexpectedly. Always check the terms and conditions before booking, and keep records of all purchases and communications in case you need to make a claim.
Summary and Where to Get Further Help
Buying event tickets online can be convenient and safe if you take the right precautions. To recap, always use official ticket sellers or authorised resale platforms, and be wary of deals that seem too good to be true. Look for clear contact details, secure payment options, and check for consumer reviews or warnings about the seller. Remember, if you buy from an unofficial source, you may have fewer rights or find it difficult to get your money back if something goes wrong.
If your event is cancelled, rescheduled, or you don’t receive valid tickets, you may be entitled to a refund. Learn more about getting a refund on an event ticket, including what steps to take and what evidence you’ll need. If you’re not satisfied with how your issue is handled, you have the right to make a formal complaint – find out how by reading our guide to complaining about an event.
Scams and fake tickets remain a risk, especially for popular events. If you suspect you’ve been scammed or have received counterfeit or faulty tickets, it’s important to report to Trading Standards. Reporting helps protect other consumers and may support your case if you seek a refund or compensation.
For further help or to explore your rights in more detail, visit our main events and tickets section. Here you’ll find more information on your legal protections under the Consumer Rights Act 2015 and other relevant laws, as well as practical advice for a smooth ticket-buying experience.
Remember: staying informed and cautious is the best way to enjoy your next event with confidence.
