Caitríona Redmond: Ticketmaster said 'No' — but this reader didn’t back down
Caitriona Redmond: "Everybody who wants a ticket for an event queues in real-time, regardless of their needs. If lucky enough to make it to the top of the queue to book, guests must then select the accessible option when booking tickets. Providing that category is still available, the guest can now go ahead and book tickets." Picture: PA Wire
Recently Maria, a reader from Dublin, got in contact with me to ask for advice.
She is a mother to a young adult with a disability who is pre-registered with Ticketmaster as having an accessibility need.
When more tickets for Oasis in Croke Park were released before Christmas, she was delighted to bag two accessible tickets as a gift for her daughter. The gloss quickly wore off her success as technically she only needed one ticket and a ‘companion pass’.
She had to contact Ticketmaster to change the tickets; and at that point, communications took a turn for the worse and Maria was very upset.
She had returned one of the two tickets to the agent to replace with a companion pass, but Ticketmaster told her that they had no more companion passes left.
This left Maria’s daughter with a ticket she’d never be able to use because she cannot attend a concert independently.
Maria was dreadfully hurt. What had been a wonderful Christmas treat, one that many Irish Oasis fans have been hoping for, had quickly become a disappointment.
It shouldn’t have to be this way. Booking a ticket to a concert or an event is complicated enough without having to navigate further hurdles.
I am also a parent to a child with a disability so I really identified with Maria’s frustration and hurt.
And so, I got in touch with the team in Ticketmaster to see if I could demystify their arrangements for concert and event goers with a disability.
Ticketmaster pointed out that they do not set the accessibility policies for the events they promote — these are set by the organisers.
Sometimes these will be dictated by the venues which may have limited facilities or staff on site.
Unfortunately, this means that there is no single accessibility policy across all events, making it complicated for those looking for non-standard tickets.
In my personal experience, facilities on site for guests with additional needs can vary wildly.
It’s well worth checking with the venue directly before the tickets go on sale because sometimes what is on offer might not fit your needs.
To make sure that accessible tickets only go to those who need them, Ticketmaster verifies all bookings.
Once the designated ticket has been purchased, a fan has three weeks to submit and verify their requirements via their account or on the app.
When it comes to big concert sales that might have a waiting list or a countdown at a specific time, it becomes even more challenging.
Everybody who wants a ticket for an event queues in real-time, regardless of their needs.
If lucky enough to make it to the top of the queue to book, guests must then select the accessible option when booking tickets.
Providing that category is still available, the guest can now go ahead and book tickets.
For guests with a temporary impairment, such as needing crutches at an event, the organisers will do their best to accommodate people who arrive on the day without an accessible ticket.
That said, people who have booked in advance and provided evidence of their needs are prioritised.
So, if you’ve bought a ticket and find your circumstances have changed, I recommend you contact both Ticketmaster and the organiser directly to see whether you can get support if you need it.
Companion passes are technically paired with accessible tickets and are free of charge.
According to the Ticketmaster website, all accessible tickets are automatically paired with a companion pass which will be added after booking.
However, these specialist tickets can be limited depending on the venue. When tickets go on sale after a launch date they can be in short supply, which is what I believe happened here.
Maria bought two tickets to guarantee a space for a companion. Once the second ticket had to be converted it was a case of the system ‘saying no’ to the request.
If all of this sounds horrendously convoluted, it is! I would say that this is a fair example of how life with a disability can be complicated on every level.
In fantastic news, before I had a chance to raise Maria’s specific issue with Ticketmaster, they got back in touch with her directly.
The companion pass for her daughter has been organised and she now cannot wait to see Oasis in Dublin.
Proof that keeping a record of all her communications and staying in touch with Ticketmaster, despite feeling fobbed off, was the right approach.
In the meantime, the CCPC (Competition and Consumer Protection Commission) investigation into Ticketmaster Ireland’s handling of the sale of Oasis tickets in August 2024 continues, after receiving more than 100 complaints.
Once that investigation is completed this might be a topic worth revisiting.
- If you have a consumer issue you’d like highlighted, please get in touch and I will do my best to help.
When all else fails, put your complaint in writing. Pull out a sheet of paper, your best pen, and write a letter of complaint.
Printing off a letter and posting it is just as good.
You should be able to find the address of the business you’re trying to contact on their website, and if not, the CRO (Companies Registration Office) maintains a register of all businesses in Ireland.
Bypass the intricate web of call centres with tinny holding music and internet forms with no physical email address that can be held accountable.
Follow up your written complaint with a short email or phone call after three days and keep records of all your correspondence.
You’ll be pleasantly surprised that writing a formal letter nowadays has a wonderful way of getting individuals and businesses to sit up and take notice.
Sometimes the older tried-and-tested methods really do work!
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