The Netherlands - Consumer Authority to take action against websites that resell admission tickets

Following an investigation, the Consumer Authority has ascertained that many of the websites of companies that resell admission tickets for concerts and (sports) events are still failing to adhere satisfactorily to the regulations relating to the provision of information to consumers. The Consumer Authority is therefore going to take enforcement action where necessary, in order to ensure that providers who resell admission tickets state clearly that they are reselling tickets and what impact that may have upon the consumer.

Consumer complaints

The Consumer Authority initiated this investigation after receiving complaints from consumers at the ConsuWijzer information desk. Examples of such complaints include:

• When ordering tickets, consumers were unaware that they were conducting business with a reseller and were surprised that they had to pay a higher price than the one stated on the ticket
• If a concert does not go ahead, consumers are not refunded the full amount they have paid
• Consumers are complaining about a lack of clarity with regard to the grade of ticket and seat allocated, and that groups have not been seated together
• Consumers are complaining that admission to an event was refused when trying to use a resold ticket.

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