Which? claim ticket sites breach Consumer Rights Act

Which? investigated ticket websites Get Me In! Seatwave, StubHub, Viagogo and WorldTicketShop

An investigation by Which? the Consumers' Association, has found that several top ticket resale websites could be in breach of the 2015 Consumer Rights Act.

The Act requires that, when reselling a ticket, key details like face value, seating area and any restrictions are given at the time of purchase.

Which? said the information was missing in a number of instances.

"It's unacceptable," said Which? executive director, Richard Lloyd.

"These ticket resale sites are getting away with not providing fans with key ticket information, leaving them unsure whether their ticket is a good deal, where they'll be seated or if they'll even get in."

The investigation says websites Get Me In! Seatwave (both owned by Ticketmaster), Stubhub, Viagogo and WorldTicketShop were all found to be reselling some tickets "with no clear information as to where fans would be sitting."

It went on to cite specific examples of breach by the different websites:

• The face value for seats to a Six Nations Scotland vs England game - sold through Seatwave - was given as £0.00.

• Viagogo was selling tickets to a One Direction concert last month where the original cost was merely stated as being between £44.55 and £72.60.

• All of the companies were found to be reselling some tickets with no clear information as to where fans would be sitting.

• A single seat for the Rugby World Cup Final 2015 ticket was being offered on Viagogo for £12,000, but - according to the event's ticketing policy - the buyer could risk not getting past the turnstiles.

Seller's obligation

However, all sites have responded that it is the seller's responsibility to provide the correct information before listing the tickets on their digital platforms

"We work with those selling tickets on our sites to ensure that they understand their obligations to comply with their legal duties, including the requirements to list all available ticket details," a spokesperson for Ticketmaster's Get Me In! and Seatwave responded.

"Our approach is that, when notified of an apparent gap in information, we would inform sellers of their obligation to provide details. If it becomes clear that a seller has the information and is not complying with the CRA, we would ultimately remove the listing."

The spokesman added that this was the case with the example of the Six Nations game - an error on the part of the seller which was rectified when spotted.

Meanwhile a StubHub spokesperson pointed out that "it is possible that the seller does not yet have confirmation of row or seat number if the event is some months away," and that "Sellers may not have all the details to hand at the point of listing and are therefore unable to disclose them."

WorldTicketShop told Which? they are working with lawyers and organisations "to ensure our marketplaces comply with the provisions of the Act."

However, Richard Lloyd of Which? said: "Reselling sites cannot continue to push the blame onto individual ticket sellers.

"Instead they must take responsibility for information displayed on their websites and ensure consumers have enough details to make an informed choice," and should only display tickets for sale which meet the legal requirements."