What are my rights when it comes to getting a refund for a concert ticket?

Fans were left standing in the rain waiting for Nicki Minaj to appear on stage at Malahide Castle and were not happy with the overall show

Nicki Minaj was due to perform in Dublin at 8.20pm, but kept fans waiting for 90 minutes. Picture: Doug Peters/PA Wire

If concert-goers aren’t happy with a show, can they request a refund?

This is the question many are asking after Nicki Minaj’s gig in Malahide Castle, Dublin, on July 6. Fans were left standing in the rain waiting for the singer to appear on stage while frustrations grew.

Earlier that day, promoter MCD posted on their Instagram that Minaj’s set was due to start at 8.20pm, with a curfew of 10.30pm for the venue. She did not start, however, until approximately 90 minutes later and played for less than an hour – complete with costume changes and other off-stage moments.

So, what rights do we have when it comes to concerts? Well, according to the Competition and Consumer Protection Commission (CPCC), gigs are covered under consumer protection law.

Grainne Griffin, director of communications, said: “Under consumer protection law, traders must supply services, including concerts, that match the contract they have in place with the consumer.

“Where the trader fails to supply the service in accordance with the contract, the consumer may have the right to terminate the contract and receive a full or partial refund.” 

Considering the fact that MCD had posted the stage time on social media, she says: “We would suggest that the consumer refers back to the terms and conditions to see if they stipulate the performance times of the artist.” 

Enjoy the concert today. Nicki Minaj’s set is due to start at 8.20pm. The licenced curfew is 10:30pm. Please use public transport if possible 🚌 🚃 https://t.co/ETGa3bpGON

— MCD Productions (@mcd_productions) July 6, 2024

After reviewing these, if the concert-goer believes the trader is acting outside of them, the CPCC suggests they make a formal complaint in writing, outlining the issue and how they would like it to be resolved.

“Should the matter remain unresolved, the consumer may wish to request a chargeback from their card provider and/or consider lodging a claim through the Small Claims Court,” Griffin said.

The CPCC says that while they can’t intervene on behalf of consumers, their role is to inform them of their rights and “empower them to take the necessary action”.

“We use consumer reports to help us to identify serious, repeated, and wide-reaching breaches of the law and where necessary, take enforcement action against traders,” Hansard said.

“If consumers have particular concerns, we encourage them to contact our helpline by phoning 01 402 5555 or by emailing [e-mail] with the full details.” 

MCD was contacted about the issue but, at the time of publication, did not respond.