Ticketmaster has updated the wording of its refund policy for postponed events, and customers are not happy.

With large gatherings across the nation either canceled or postponed due to the spread of coronavirus, many ticket-holders are seeking refunds for concerts, sports and other events.

According to an image captured by the The New York Times, a page on Ticketmaster’s website used to say refunds “are available if your event is postponed, rescheduled or canceled.” Now, the page has been edited to say refunds “are available if your event is canceled.”

Ticketmaster’s Purchase Policy states that “the Event Provider may set refund limitations” in the case of rescheduled events, but, without an automatic refund policy for postponements, many customers may be out-of-luck.

In a statement to USA TODAY, the company said its policy on postponed events has been consistent, though its wording online has been edited for clarity.

The statement said that the refund policy for postponed events  has always been set by event organizers — not by Ticketmaster. Due to the spread of coronavirus, the company said it is focused on supporting event organizers in determining new dates and refund policies, while rescheduling thousands of events.

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As the new wording online became apparent, people took to Twitter to voice their frustrations with the company.

“Comforting to know that even when the world is in the grips of a pandemic, Ticketmaster remains committed to being just a surprisingly large piece of (expletive),” wrote user @coopercooperco on Monday.

User @koojms called the policy change “one of the most idiotic moves… especially now that we’re in the middle of a pandemic.”

“*everyone suffering during the pandemic* ticketmaster: hold on, let me make you suffer even more,” wrote @jikooksbloom on Monday.

“I hope ticketmaster goes bankrupt,” wrote @cranbhobi Monday. “Im so sick of those thieves constantly changing policies last minute so that they benefit. its absolutely revolting I think”

How to get a ticket refund if your event was canceled because of the coronavirus outbreak


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