As live events are often eagerly awaited, cancellations or postponements can be hugely disappointing for fans. Recent examples include global acts such as the Foo Fighters and Chappell Roan cancelling headline festival appearances, while extreme weather in the UK led to Premier League football matches being called off due to waterlogged pitches.
In such circumstances, consumers are left questioning their rights and whether they are entitled to refunds or alternative arrangements. Liran Froind, co-founder of Ticket-Compare.com, offers advice on how ticketholders can protect themselves from financial loss and ensure they are aware of their entitlements.
Froind explains: “With so many cancellations or postponements in recent weeks, it’s natural for those with tickets for upcoming events to feel anxious. It’s crucial for consumers to know their rights so that they aren’t left out of pocket if something goes wrong.”
Event organisers are legally required to provide accurate details at the point of sale, including information about the date, time, location, and performers. If this information is found to be misleading, consumers may have grounds for a refund. This could apply, for instance, if a performer like Chappell Roan or the Foo Fighters cancels their performance at short notice. Froind notes: “Misrepresentation or false information about an event is considered a breach of contract, which means consumers could claim a refund if the event doesn’t proceed as described.”
Cancellations due to unforeseen circumstances, such as adverse weather, often result in a different outcome. The recent postponement of football matches due to extreme weather conditions illustrates the more straightforward approach when an event cannot take place on its original date. In these cases, Froind says, “Organisers are required to inform ticket holders as soon as possible and present them with options.”
If the event is rescheduled and fans are unable to attend the new date, they should be given the choice to either seek a refund or exchange their ticket. Consumers are legally entitled to request a full refund when an event is cancelled outright, unless the terms and conditions specifically state otherwise.
Froind advises consumers to pay close attention to the terms of their ticket purchase. “Most organisers have clauses in their terms and conditions that explain what happens in the event of a cancellation or postponement. Understanding this can help you determine what you’re entitled to, whether it’s a full refund or a ticket exchange for another date,” he says.
While disappointment over a missed event can be unavoidable, knowing your rights as a consumer can offer some peace of mind. Ticketholders should act quickly if they find themselves unable to attend a rescheduled event and contact the organiser to explore their options for refunds or exchanges.