The Competition and Markets Authority (CMA) is the UK's primary competition and consumer protection regulator. Over the past decade, it has taken a significant interest in the event ticketing market -- and its interventions have had real consequences for both platforms and fans. Here is what you need to know about the CMA's role in event ticketing.
This article provides general information about the CMA's work in ticketing. For consumer advice, contact Citizens Advice.
What is the CMA?
The CMA is a non-ministerial government department that promotes competition and protects consumers. It has the power to investigate markets, enforce consumer protection law, and take legal action against businesses that break the rules.
In the ticketing space, the CMA's work has focused on two main areas: secondary ticketing platforms and consumer refund rights.
The CMA and secondary ticketing
The CMA's most high-profile ticketing work has been its investigation into secondary ticket platforms, particularly Viagogo. Key developments include:
The 2018 investigation
The CMA investigated the secondary ticketing market and found significant problems with how platforms presented information to consumers. Issues included:
- Failing to tell buyers they might be turned away at the door if the original seller's terms prohibited resale.
- Not clearly displaying the face value of tickets alongside the resale price.
- Presenting misleading information about seat locations and restrictions.
- Using pressure-selling tactics (fake countdown timers, "X people viewing this" messages).
The Viagogo court order
After Viagogo failed to comply with voluntary undertakings, the CMA took the unprecedented step of obtaining a court order against them. The order required Viagogo to:
- Tell buyers where their seat is located.
- Display the face value of tickets.
- Disclose any restrictions on the ticket.
- Not use misleading urgency claims.
- Provide clear information about the seller (individual or business).
This was a landmark moment in UK consumer protection for ticketing.
The CMA and refund rights
The CMA has also been active on the issue of event cancellation refunds. During and after the pandemic, many consumers struggled to get refunds for cancelled events. The CMA's guidance was clear:
- If an event is cancelled and the service is not provided, consumers should receive a refund.
- Credit or vouchers should be offered as an alternative, not a replacement for the option of a cash refund.
- Force majeure clauses should not be used to deny refunds when the service was not provided.
The CMA investigated several major event organisers and secured undertakings from companies to change their refund practices.
How the CMA's work helps fans
The CMA's interventions have had tangible benefits for UK event-goers:
- Greater transparency on resale platforms -- You are now more likely to see the face value, seat details, and restrictions when buying resale tickets.
- Stronger refund expectations -- Organisers are more likely to offer refunds for cancelled events, knowing the CMA is watching.
- Deterrent effect -- The high-profile Viagogo case sent a message to the entire industry that consumer protection law applies to ticketing.
How to use the CMA in your favour
While the CMA does not resolve individual complaints (that is what chargeback, Section 75, and small claims court are for), you can:
- Report problems to the CMA -- Via their website (gov.uk/cma) or through Citizens Advice. Your report adds to the intelligence that drives investigations.
- Reference CMA guidance in complaints -- When writing to a platform, mentioning the CMA's position on refunds or transparency can carry weight.
- Stay informed -- The CMA publishes its findings and guidance online. Understanding the regulatory landscape helps you assert your rights.
Ongoing issues
Despite progress, challenges remain:
- Enforcement of the Viagogo court order continues to be monitored.
- Dynamic pricing on primary platforms has raised new fairness questions.
- The secondary market continues to evolve, with new platforms and practices emerging.
Fair platforms and the CMA's vision
The CMA's work points towards a ticketing market that is transparent, fair, and consumer-friendly. Platforms like Tickts embody this vision -- zero hidden fees, clear pricing, honest event descriptions, and transparent refund policies. The regulatory direction is clear: the future of ticketing is transparent, and platforms that prioritise fairness are on the right side of the trend.
Summary
The CMA has been a powerful force for consumer protection in UK event ticketing. Its actions against Viagogo, guidance on refund rights, and broader enforcement work have made the market more transparent and fairer for fans. While challenges remain, the regulatory direction is positive. Knowing about the CMA's work helps you assert your rights and make informed choices about where to buy tickets.