In this case
- A concertgoer pays over $500 for two Pink tickets on Ticketmaster that were not labeled as having an obstructed view.
- Upon arrival, she discovers a large mixing booth and scaffolding block two-thirds of her view of the stage.
- Ticketmaster admits it sold the tickets in error but initially refuses a full refund, blaming the event organizer and offering only a partial credit.
Kristi Clynes pays a premium price for her Pink concert tickets, but an obstruction blocks her view of the stage. Can she get a refund from Ticketmaster?
Question
I recently attended a Pink concert and was extremely disappointed with the obstructed view from my seats. I purchased two tickets through Ticketmaster for $504, and there was no indication that the view would be restricted. But when I arrived, I discovered a mixing booth with tarps and scaffolding with a camera person directly in front of our seats, blocking approximately two-thirds of the stage.
I immediately contacted the venue staff and requested to be moved, but the concert was sold out. Despite the obstruction, I decided to stay for the entire concert, because Pink puts on an amazing show.
Ticketmaster acknowledged that the tickets were not marked as obstructed view and that it breached its own terms of sale. However, they initially refused to provide a full refund, placing the blame on the event organizer. They offered a refund of the service fees, which amounted to approximately $50 per ticket.
Given the significant obstruction and Ticketmaster’s admission of fault, I believe a full refund is warranted. Paying over $200 per ticket for a severely obstructed view is unacceptable. Can you help me get a full refund from Ticketmaster? — Kristi Clynes, Auburndale, Fla.
Answer
Ticketmaster sold you tickets that were not as advertised. The company promises that tickets with an obstructed view will be clearly labeled. Yours weren’t.
You were right to try to resolve the issue on your own and document your communications with the company. You paid a premium price for your tickets, so a refund for the inconvenience you experienced would have been completely justified.
I think Ticketmaster’s initial offer of a refund for only the service fees was too low. You paid $504 for your tickets, and you should receive a bigger refund for the inconvenience you experienced.
The obstructed view of Clynes’ Pink concert. (Photo courtesy of Kristi Clynes)
I’m not sure if a full refund was warranted. After all, you got to experience the Pink concert. I’ve also heard that she puts on a good show. And one-third of a stage is better than no stage.
In a situation like this, you followed all the correct steps for a successful resolution. You asked Ticketmaster in writing for an adjustment. You kept everything in writing. You sent photos of the blocked stage. Having a paper trail is essential to getting a situation like yours addressed. But despite all of your efforts, Ticketmaster left you hanging. (I really couldn’t resist throwing in a Pink song title. It’s a tradition in this column!)
Read more insightful reader feedback. See all comments.
You could have sent a brief, polite written appeal to one of the Ticketmaster executives whose names I publish on my consumer advocacy site, Elliott.org. The executives might have been able to review your case and sweeten the offer. It was definitely your right to try. Uh-oh, there goes another Pink song title. Somebody stop me.
You reached out to my advocacy team. I contacted Ticketmaster on your behalf and explained the situation. A representative reviewed your case and agreed to issue an additional refund of $200 to your credit card. There you go!
What to do if your “great” event seats are terrible
How to handle an undisclosed obstructed view at a concert or game and fight for the refund you deserve.
| When | What to do | Why it works |
|---|---|---|
| At the venue | Find staff immediately. Don’t just sit there. Find an usher or guest services staff before the show begins. | Staff can sometimes reseat you if other seats are available. Acting quickly shows you tried to resolve it on the spot. |
| Take clear photos and videos. Get wide shots showing your seat and the obstruction, and close-ups of your ticket with the seat number. | This is your primary evidence. It proves the obstruction’s severity and that you were in the correct, mis-sold seat. | |
| Ask for a manager. If the usher can’t help, politely ask for a guest services or box office manager. | Managers have more authority to find solutions, like offering a voucher or documenting the issue for a future refund claim. | |
| During the show | Decide: stay or go? If you can’t be moved, you have to make a choice. | Staying might weaken your claim for a full refund (since you received some value), but leaving means you miss the show entirely. It’s a tough call. |
| After the show | Contact the ticket seller ASAP. Open a case with Ticketmaster, StubHub, etc., the very next day. | Their terms of service often require prompt notification. Waiting weeks can hurt your chances of a successful claim. |
| Provide your evidence. Send the photos and videos you took. Clearly state the tickets were not marked “obstructed view.” | This shifts the burden of proof. You’re not just complaining; you’re documenting a breach of their sales terms. | |
| Escalate if necessary. If they offer a lowball refund (like just the fees), reject it politely and escalate to an executive. | Front-line agents often have limited power. An executive can override them to solve a clear-cut problem and avoid bad publicity. |
