Michael Gietzen, group chief executive officer at Identity, said: “This isn’t really a story about £10 refunds. It’s about whether consumers can trust online pricing at all. If one of the world’s biggest ticket marketplaces can present prices that don’t include unavoidable fees, it begs the question: how widespread is this practice across live events and other digital marketplaces?
“The CMA’s action sends a warning to every ticketing platform: transparency isn’t optional. Fans have become conditioned to expect a higher price at checkout, and that’s a sign of a market that isn’t working properly. The fan experience should be the top priority for any organiser.”
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