Ticketmaster to overhaul ticket-sale disclosures after Oasis controversy, CMA says

Ticketmaster has agreed to sweeping changes to how it presents ticket prices and pricing structures in the wake of a CMA probe into the Oasis reunion tour, the regulator said on Tuesday. The commitments are designed to ensure fans see the full range of prices upfront, are informed when cheaper seats sell out, and understand when tiered pricing is in effect before they join a queue. The reforms come after a blaze of criticism over tickets for the Britpop icons’ shows, which drew more than 900,000 tickets on sale in August last year and sparked accusations that fans were misled by higher-priced “platinum” tickets that did not offer any additional benefits over standard seats.

Under the new terms, Future fans will be told the range of prices for concert tickets when they join a queue, and they will be alerted if tiered pricing will be used for a sale, including what that means for prices as cheaper seats sell out. The CMA said shoppers will also be told at least 24 hours in advance if tiered pricing will apply and will be given clearer descriptions of what they are buying, including any changes to price during the buying window. Importantly, fans will receive updates in real time about the availability of cheaper tickets and the range of prices that may be paid for their event.

The CMA noted that Ticketmaster’s commitments are voluntary and do not imply an admission of wrongdoing or liability. The regulator had previously warned of potential enforcement action in March over complaints related to Oasis ticket sales, which saw a large portion of the inventory sold through the platform. The probe found that Ticketmaster did not clearly inform fans queuing online that standing tickets were offered at two different prices, and that prices could rise after cheaper tickets sold out. It also found that some platinum tickets were sold at up to about 2.5 times the price of standard tickets, despite offering no additional benefits and occupying the same sections of venues.

In its formal response, the CMA said the changes will ensure fans have access to clear pricing information during the queue and that the price range for a given event will be visible from the outset. It also requires Ticketmaster to describe tickets accurately and avoid misleading labels that could imply one ticket type offers better value than another when that is not the case. The watchdog said the measures will be monitored and enforced over the next two years, with escalation possible if the undertakings are not fully implemented or maintained.

CMA chief executive Sarah Cardell underscored the regulator’s aim of better protecting consumers who are often faced with complex pricing during popular events. She said fans “deserve to see clear, accurate information upfront” and that the changes would help ensure they understand what they are paying for before committing cash to purchases. Cardell also cautioned that while the CMA cannot guarantee ticket availability for all fans, the reforms should improve transparency and confidence in the process.

Ticketmaster said it welcomed the CMA’s confirmation that there was no dynamic pricing involved in the Oasis sale, and that there were no unfair practices or consumer-law violations. The company added that the commitments improve customer communications around pricing, building on already existing safeguards such as capped resale, strong bot protection, and clearer pricing displays. Officials stressed that the reforms apply to all events, with the CMA encouraging the industry to adopt similar standards in the future.