Ticketmaster Mexico is in hot water again. After Ticketmaster Mexico announced a new clause making festival purchases non-refundable, the country’s government is pushing back with a 48-hour deadline to get rid of the new measure entirely.
Ticketmaster Mexico recently revealed a new clause that exempts the company from refunding customers if a festival’s talent(s) decides not to perform. The new clause reads in Spanish: “By continuing with your purchase, we inform you that there may be the possibility of non-attendance from one or some of the participants (artist) of the Festival, for which in such an event there would be no refund of the tickets purchased.”
After this came to light, the country’s Procuraduría Federal del Consumidor (PROFECO), or Federal Consumer Protection Agency, reportedly issued a “precautionary measure” to get rid of the new policy within 48 hours. The official press statement reads: “The non-refund clause published by Ticketmaster Mexico in its terms and conditions, in relation to the sale of tickets for a festival, could be in violation of articles 1°, 7, 10 second paragraph, 56 and 85 of the Federal Consumer Protection Law.”
The agency’s press release states that providers are obliged to respect the services offered and agreed upon with the customer – in this case, the artists participating in the festivals – unless there are major unforeseen circumstances such as an illness or accident. The consumer has the right to request a refund of the price paid (cost of the ticket and service charges) plus a bonus or compensation of no less than 20 percent, either for the total days of the festival or the date on which the consumer does not choose to participate.
The new measure appeared while customers tried to buy tickets for Mexico’s upcoming festivals like Arre and the Coca-Cola Flow Fest. It raises questions for ticket buyers who not only live in the area, but for those who are traveling for it and wouldn’t have the right to a refund if their favorite artists cancel ahead of the event. Furthermore, consumers should be able to request a refund if their favorite artist cancels last minute due to non-health-related issues, such as Kendrick Lamar’s recent logistics-related cancellation at Pa’l Norte 2024 only an hour before his performance.
Moreover, this adds another problem for Ticketmaster in general, which, along with parent company Live Nation, is currently being sued by the U.S. Justice Department for monopolizing markets across the live concert industry.