Ticketmaster has agreed to a series of changes in how it advertises and sells concert tickets in the United Kingdom, following an investigation by the Competition and Markets Authority (CMA) into its handling of sales for the Oasis reunion tour.

The CMA’s inquiry was prompted by widespread complaints from fans who spent hours in online queues, only to discover that ticket prices had surged by the time they reached the front. Some tickets, initially advertised at £148.50, were being offered for more than £350, leaving many fans frustrated and confused about the pricing structure.

The regulator identified two main concerns: Ticketmaster did not inform fans that standing tickets were being sold at two different prices, with the cheaper ones selling out first, and it marketed some ‘platinum’ tickets at nearly two and a half times the price of standard tickets, without clarifying that these did not offer any additional benefits over standard tickets in the same area.

In response, Ticketmaster has committed to a set of undertakings designed to improve transparency for consumers. The company will now be required to notify fans at least 24 hours in advance if a tiered pricing system is being used, and to provide clear information about the range of ticket prices available when fans join online queues. Ticketmaster must also update customers promptly when cheaper tickets sell out and ensure that ticket labels are not misleading.

Sarah Cardell, chief executive officer of the CMA, said: “Fans who spend their hard-earned money to see artists they love deserve to see clear, accurate information, upfront. We can’t ensure every fan gets a ticket for events as popular as the Oasis tour, but we can help ensure that next time an event like this comes along, fans have the information they need, when they need it.”

A spokesperson for Ticketmaster welcomed the CMA’s findings, stating: “We welcome the CMA’s confirmation there was no dynamic pricing, no unfair practices and that we did not breach consumer law. To further improve the customer experience, we’ve voluntarily committed to clearer communication about ticket prices in queues.”

The CMA will monitor Ticketmaster’s compliance with these commitments over the next two years, with the possibility of enforcement action if the company fails to deliver on its promises.

In related news, Ticketmaster has announced a change in its leadership for Europe, the Middle East and Africa. Andrew Parsons, previously managing director for the UK, has been appointed regional vice president for EMEA. Sarah Slater and Barry de Ruiter have taken up new roles as managing directors for the UK and the Netherlands respectively.

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