Julie Stupsker buys two accessible seats for a Bruce Springsteen concert. But the venue moves her seats and now, she can’t see anything. Can she get a refund?
Question
I paid $3,000 for two wheelchair-accessible seats at a Bruce Springsteen concert recently. They were shown as seats 2 and 4 in the front row, next to the general admission pit.
On the interactive seating map, the pit was behind the accessible seats and to the left of the accessible seats. The seats I bought were in the front row directly in front of the stage.
It was very important to me to have an unobstructed view because I couldn’t stand during the show and I wanted a clear view.
When I arrived, no one knew where the seats were. I explained, but an usher said the seats did not exist. I was sent to seats behind the pit where I could not see the stage. Hundreds of people were standing in the pit between me and the stage.
I never would have bought tickets for the seats I ended up with. I wanted to see the show, but I could only hear it. But I had no view of the stage or the performers from a seated position behind hundreds of standing people.
I want a full refund. How does this happen? And who is responsible for providing the seats that are sold? I felt cheated out of a once-in-a-lifetime experience, and I did not enjoy the show. I was upset the entire time. — Julie Stupsker, Sausalito, Calif.
Answer
Wow, Ticketmaster really took a wrecking ball to your Springsteen concert experience. (Oh, and before I go on, a quick note: I will be using a lot of Springsteen song titles in this story. Why? Because when it comes to writing this column, I am the Boss. Plus, it’s fun.)
You did everything you could to ensure you had an unobstructed view from your wheelchair-accessible seats. I think if you had called the venue, it would have told you the same thing about the location of the seats. (Related: Hey Ticketmaster, where’s the refund for my David Foster concert tickets?)
No question about it, Ticketmaster left you in the darkness on the edge of town. (See what I did there?)
You should be able to rely on the interactive map and the venue should deliver what it promises instead of expecting people with disabilities to fade away. (Related: She never receives her Macklemore concert ticket. Why can’t PayPal help her?)
It turns out that the concert organizers relocated the wheelchair-accessible seats “to ensure safety,” according to a Ticketmaster representative. But Ticketmaster gave you reason to believe your seats would be where it originally said they’d be.
“The seats were not relocated to behind the pit,” she added. “They were shifted to the side of their original location, between the barricades, where there was a comparable view of the stages.”
Do you have the right to an accessible seat?
Finding suitable seating arrangements at a concert is always challenging, but that’s especially true if you have a disability. Fortunately, both federal and state laws protect your rights. Here’s what you need to know:
• Americans with Disabilities Act (ADA). Enacted in 1990, the ADA mandates equal access to goods, services, and accommodations for people with disabilities. Under Title III of the law, public facilities must provide accessible spaces, including wheelchair locations and companion seats, along with clear paths of travel throughout venues. (Related: Ticketmaster trouble: Why can’t I get a refund after a canceled BTS concert?)
• State laws. Some states have enacted additional legislation enhancing protections beyond the ADA. California, for instance, requires venues to offer equivalent viewing options for accessible seats compared to non-accessible ones. Check local disability rights organizations for details about your state’s provisions.
• Ticket purchase process. Federal regulations prohibit requiring disabled fans to purchase tickets for accessible seats at the same time as regular seats. However, venue policy may require advance notice to guarantee accommodation. Contact the venue ahead of time to confirm its procedures. (Related: Shakedown Street: Why can’t I resell these Dead & Company concert tickets?)
• Pricing parity. According to ADA guidelines, prices for accessible seats should match those charged for similar fixed seats elsewhere in the facility. Avoid venues selling accessible seats at premium rates without proper justification.
• Transferability. Patrons can transfer their accessible seats to others, provided the transferee meets the definition of a person with a disability under the ADA.
By the way, you can get more information at the U.S. Department of Justice’s publication, ADA Requirements: Effective Communication.
How can you get Ticketmaster to fix this?
I really think you could have pushed this issue in a brief, polite email to one of the Ticketmaster executives I list on this site. No surrender!
You reached out to my advocacy team for assistance. I contacted Ticketmaster on your behalf to tie up this loose end.
“As a one-time courtesy, our consumer support team has reached out to the fan and issued a refund, which should be processed within three to seven business days,” a representative told me.
You’re mad at the wrong machine