Home Digital Viagogo in trouble with both Customers and the CMA

Viagogo in trouble with both Customers and the CMA

Ticket resale site viagogo has been told it has to overhaul  the way it does business to comply by court order.

Viagogo is an online ticket marketplace for ticket resale. The company, which was founded in London in 2006, has a network of more than 60 global websites with customers in 160 countries.

This development results from legal proceedings launched by the Competition and Markets Authority (CMA) in August over concerns that viagogo was breaking consumer protection law.

The court has agreed to make a legally binding order instructing viagogo to comply with the law by:

  • telling purchasers of tickets if there is a risk that they will be turned away at the door
  • informing customers which seat in the venue they will get
  • providing information about who is selling the ticket, so people can benefit from enhanced legal rights when buying from a business
  • not giving misleading information about the availability and popularity of tickets – which had the potential to lead to customers being rushed into making a buying decision or making the wrong choice
  • making it easy for people to get their money back under viagogo’s guarantee when things go wrong
  • preventing the sale of tickets a seller does not own and may not be able to supply
  • It will also ensure that viagogo does not repeat historic failures to make its customers aware of the face value of tickets on sale through its site.

Andrea Coscelli, CMA Chief Executive Officer, said:

This court order is a victory for anyone who decides to buy a ticket through viagogo. We have been clear throughout our investigation that people who use these resale websites must know key facts before parting with their hard-earned money, including what seat they will get and whether there is a risk they might not actually get into the event at all.

Viagogo currently has a 2.2 Score out of 10 on Popuplar review website Trust Pilot, which handily they explain on the site as “Bad”. This is based on 358 scores, which you can read here on the Trust Pilot website.

I always tend to find that when you Google a company name, and the word “Company Name Complaints” is what Google suggests you are looking for, is always a bad sign.

James Caldwell
Editor for the Business Bible. James took on the role in March 2019 and shares his vast experience of International Business and Trade. James was previously Director of an international events company in Manchester and still remains active in the events industry.
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