The UK Competition and Markets Authority (CMA) has announced a progress update on its investigation into Ticketmaster, prompted by numerous complaints regarding the sale of tickets for the Oasis concert. The CMA is currently consulting with Ticketmaster to implement changes that will ensure fans receive accurate and timely information about ticket pricing and categories.

Concerns raised by the CMA include the labeling of certain seated tickets as 'platinum' and selling them at nearly 2.5 times the price of standard tickets without adequately explaining that these tickets did not offer additional benefits. This practice may have misled consumers into believing that platinum tickets were superior. Additionally, the CMA noted that consumers were not informed about the existence of two categories of standing tickets at different price points, leading to confusion and unexpected costs for fans waiting in long queues.

While many fans assumed that Ticketmaster employed an algorithmic pricing model that adjusted ticket prices in real-time based on demand, the CMA found no evidence supporting this claim. Instead, Ticketmaster released cheaper standing tickets first, followed by more expensive options once the initial stock sold out. The CMA expressed concern that consumers were not provided with clear information regarding the pricing structure of standing tickets, particularly as many fans faced lengthy waits to see available options.

Since the investigation began, Ticketmaster has made some changes to its ticket sales process; however, the CMA believes these adjustments are insufficient to address its concerns. The authority has outlined further steps that Ticketmaster must take to improve the information provided to customers, including how tickets are labeled and when information is disclosed. The CMA is actively consulting with Ticketmaster on these necessary changes.

Hayley Fletcher, Interim Senior Director of Consumer Protection at the CMA, emphasized the importance of ensuring that fans receive the information they need to make informed purchasing decisions. She urged all ticketing platforms to comply with consumer protection laws and treat customers fairly, highlighting that when businesses operate correctly, consumers benefit.