Press Release  Following AG's Office Demand, Ticketmaster Commits To Providing Advance Customer Refunds For Ed Sheeran Concert

BOSTON — Massachusetts Attorney General Andrea Joy Campbell today announced that following her office’s demand, Ticketmaster has committed to allowing refunds for tickets purchased through Ticketmaster for Ed Sheeran’s Loop Tour on September 25 and 26 at Gillette Stadium, in advance of this weekend’s shows. 

“After hearing from nearly 200 consumers who were struggling to obtain refunds from Ticketmaster for Ed Sheeran’s shows at Gillette Stadium this weekend, my office jumped into action to demand that consumers be provided a clear path to get their money back if they no longer want to attend due to significant changes to the lineup,” said AG Campbell. “I encourage anyone who wants a refund to act quickly and submit their request at least 24 hours before showtime.” 

Ticketholders may reach out to Ticketmaster Customer Service to request refunds by calling 1-800-653-8000, or by contacting Ticketmaster through any of the channels listed on their webpage. Ticketmaster requests that all refunds must be requested at least 24 hours prior to the start of the ticketed show. 

After receiving more than 170 consumer complaints from individuals having difficulty accessing refunds from Ticketmaster for Ed Sheeran’s Gillette Stadium shows, the Attorney General’s Office (AGO) sent a letter to Ticketmaster demanding that the company make an exception to its policy that purports to give the company the authority to change or cancel opening acts without being required to provide refunds to consumers. 

In its letter, the AGO stated, “in this case, changing nearly all of the acts and performers at the same time constitutes such a dramatic change in the service that Ticketmaster’s reliance on the purchase policy appears unfair.” The letter goes on to remind Ticketmaster that unfair or deceptive acts and practices in commercial activities violate the Massachusetts Consumer Protection Act. 

In response to the AGO’s letter, Ticketmaster informed the AGO that the event organizer will allow refunds for tickets purchased through Ticketmaster for the Ed Sheeran shows at Gillette Stadium.  

Any individual who is having trouble with a business should file a consumer complaint with the AGO online, or by calling 617-727-8400. 

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