Ask Citizens Advice: I have tickets to an event that can’t go ahead due to the new government announcements - what can I do?

Citizens Advice Rochdale is a local charity that provides free, independent, impartial, confidential advice to Rochdale residents.

The Citizens Advice brand is steeped in over 80 years of history and is one of the most recognised brands in the country, supporting millions of people each year across England and Wales.

Each month, we share advice around a key issue that we’re seeing across Rochdale.

---

 

“I’ve got tickets to an event at the end of June, but given the recent government announcements on delays to the rules relaxing I don’t think it can go ahead. The organiser hasn’t reached out yet to explain next steps. What can I do?”

Ticket holders who change their mind about going to see an event, like a concert that is still going ahead, have no legal right to a refund.

If, however, the event is cancelled, your refund rights will depend on how you bought the ticket.

Email the organiser or check their website or social media profiles to see if there’s an update about the event.

If you bought your ticket from an official seller and the organiser cancels, moves,

reschedules, or makes the event behind closed doors, you should get a refund. This is the case even if it is cancelled due to a government ban on large events. The official seller is the best person to ask about how to get a refund.

If you’re having no luck getting a refund check to see if the seller is a member of the Society of Ticket Agents and Retailers (STAR). If they are, you can use STAR’s complaints procedure.

STAR members should receive a refund at face value if the event is cancelled and the organiser has agreed to refunds.

If you bought your ticket from a ticket-reselling website, refunds will depend on the site's terms and conditions.

If you bought from a private seller and the event is cancelled or rescheduled then it is unlikely you will be able to recover your money. We still recommend you contact the seller.

If you're due to go to an event, keep checking the information from the official seller or organiser to ensure you're up to date.

Unfortunately we’ve found that in these situations scammers prey on those who are affected. If your event is cancelled and people or companies offer their services to try to recover money on your behalf, make sure that you're looking out for the signs of a potential scam.

---

If you’d like to find out more about our service for Rochdale residents, and access advice online, go to www.casort.org. 

You can also call our friendly team on 0808 278 7803 (freephone)

Our advice gives people the knowledge and the confidence they need to find their way forward - whoever they are, and whatever their problem.