Ticket websites forced to improve information for buyers

5 March 2015

Four of the UK's largest secondary ticket websites have promised to provide more and clearer information to customers, the Competitions and Markets Authority (CMA) announced today.

Secondary ticket websites provide a platform for people to resell tickets to in-demand events such as music gigs and sport matches, but they have come in for increasing criticism in recent years for ripping-off buyers with sky-high prices.

Now four of the main sites, Seatwave, StubHub, Viagogo and GET ME IN!, have promised to provide improved information to buyers so they can decide if they are getting a fair deal or not.

The websites must now including the following:

  • That the face value of the ticket may differ from the price on the website
  • Any additional charges not included in the listed ticket price
  • Information on restrictions of entry and view and whether the seats are located together or not
  • A contact email address for buyers to use if something goes wrong


The CMA is also writing to other major ticket resellers to remind them of their responsibilities to consumers, while sites that do break the law could face fines of up to £5,000 under the Consumer Rights Bill, which is expected to become law later this year and further enhance consumer protection against online touts.

Key information

Nisha Arora, CMA senior director, said: "A well-functioning secondary ticket market benefits fans by helping them to get tickets for events they want to see and by helping them when they can no longer make use of their tickets.

"As a result of the CMA's action, and the constructive response of the major secondary ticket platforms, buyers will now have more of the key information they need before buying.

"We want this rapidly evolving sector to continue to improve across the board so that fans can buy with more confidence. That is why we are also writing today to various businesses active in the sector to set out our expectations and why we are providing easy-to-use advice for buyers to help drive further improvements.

"We also advise buyers to check carefully before they buy and only use those platforms which give them the information they need. They should make good use of that information, so that they know what they are getting when they buy."


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