Ticketmaster is the dominant ticketing platform in the UK, handling millions of transactions every year. Their refund process is generally more structured than smaller platforms, but that does not mean it always goes smoothly. Here is how to get a refund from Ticketmaster and what to do if you hit a wall.
This article provides general guidance. Ticketmaster's policies may change -- always check their current terms. For legal advice, contact Citizens Advice.
Ticketmaster's refund policy
Ticketmaster's standard policy is:
- Cancelled events -- Automatic refund to the original payment method. This should happen within 14 to 30 days of the cancellation announcement.
- Postponed/rescheduled events -- Your ticket is valid for the new date. Refunds are offered during a specific window, which varies by event.
- Change of mind -- Generally no refund, unless the event is listed on their Fan-to-Fan resale platform.
The key thing to watch for with postponed events is the refund window. Ticketmaster typically opens a window of 14 to 28 days after announcing the new date. If you miss this window, getting a refund becomes much harder.
How to request a refund
- Log into your Ticketmaster account -- Go to "My Events" or "My Orders".
- Find the event -- If refunds are available, there should be a "Refund" or "Get a Refund" button next to your order.
- Follow the prompts -- Ticketmaster's system will guide you through the refund request.
- Check your email -- You should receive a confirmation that your refund is being processed.
If there is no refund button visible, it may be because refunds are not currently being offered for that event, or the refund window has closed.
What if the refund button is not there?
This is a common frustration. If you believe you are entitled to a refund but cannot find the option in your account:
- Contact Ticketmaster directly -- Use their Help Centre (help.ticketmaster.co.uk) or call their customer service line.
- Email them -- Put your request in writing with your order number and the reason for your refund.
- Check the event page -- Sometimes refund information is posted on the specific event's page before it appears in your account.
Ticketmaster fees
Ticketmaster charges service fees, facility fees, and sometimes delivery fees. These can add up to a significant amount on top of the face value. When an event is cancelled, you should receive a refund of the total amount paid, including all fees.
In the past, there have been complaints about Ticketmaster withholding fees on refunds. The CMA's position is clear: when an event does not take place, the full purchase price (including fees) should be refunded. If Ticketmaster tries to keep any portion, challenge it.
Escalation options
If Ticketmaster is not cooperating:
- Chargeback -- Contact your bank for a chargeback within 120 days of the event date.
- Section 75 -- For credit card purchases over £100.
- Social media -- @TicketmasterUK on Twitter/X often responds to public complaints.
- Trading Standards -- Report via Citizens Advice.
- The STAR (Society of Ticket Agents and Retailers) -- Ticketmaster is a STAR member. STAR has a complaints procedure that can help resolve disputes.
Fan-to-Fan resale
If you cannot get a refund but cannot attend, Ticketmaster's Fan-to-Fan resale feature lets you list your ticket for resale at face value. This is only available for some events, but it is worth checking.
Alternatives to Ticketmaster
Ticketmaster's dominance means they handle many events exclusively. But for events available on multiple platforms, consider alternatives. Tickts, for example, charges zero booking fees -- so you save money at the point of purchase and there are no fee-related complications if you ever need a refund. Our transparent approach means you always know where you stand.
Summary
Ticketmaster refunds for cancelled events are usually straightforward. For postponed events, watch for the refund window and act quickly. If you are not getting the response you deserve, escalate through your bank, STAR, or Trading Standards. Know your rights and do not accept less than what you are owed.