Challenging charges

Published Monday 10 March 2008 at 11:45

It was encouraging to read that MPs have passed a motion to challenge booking fees applied by Ticketmaster (February 21, page 2).

There was an article in The Stage last year pointing out that London theatregoers could shop around various ticket agencies to find cheaper tickets. Those of us in the regions, however, are not so fortunate because most of the theatres in the No 1 touring circuit are owned or operated by Live Nation who have passed the responsibility for telephone sales to Ticketmaster, thus absolving themselves of any disputes about booking fees. Live Nation patrons thus have no choice but to book through Ticketmaster.

Chris Edmonds, managing director of Ticketmaster UK, claims that all the charges are transparent and clearly visible prior to acceptance. Whilst this is true, the customer does not know the booking fees before picking up the telephone. If Ticketmaster really believes that the charges are transparent, there is no reason why Live Nation cannot show the fees in their seasonal brochures, show leaflets and newspaper advertisements.

Having decided to see a production and telephoned Ticketmaster on an 0870, 0844 or 0845 number, which are dearer than a geographical number and excluded from call packages, you then have to listen to a lengthy recorded introductory message followed by several push button options prior to being placed in the queuing system. All this is adding to Ticketmaster’s profits before you even reach a member of staff to book your tickets. You then discuss your seating options, choose your seat and the operator then advises you of the cost of the tickets. It is not until that stage that you are told the fee per ticket and processing charge. You have already decided to see the show so that Ticketmaster and Live Nation know full well that having gone through that lengthy process, you are hardly likely to change your mind and will proceed with the transaction.

Mr Edmonds says you have the choice to go to another agent but if you do, you still end up paying the Ticketmaster fees if you are booking for a Live Nation venue. He also says that you have the choice of avoiding booking fees by booking at the venue box office. This is not an option because regional Live Nation theatres are in city centres with wide catchment areas. Unless you live or work in the city centre within walking distance of the theatre, you have to incur the cost of public transport or petrol plus high parking charges which costs more than the fees. The customer is thus trapped by Ticketmaster and Live Nation.

The fees for telephone bookings include what the credit card companies charge Ticketmaster. If you pay at the box office, the card companies make the same charge and the banks charge the venue for paying in cash or cheques. There is also the cost of running and maintaining the box office. Why are these charges not passed on to the customer?

We do not pay separate administration fees, other than a credit card charge, to book a holiday, buy a rail ticket or buy any other services, the costs of which are all incorporated in the total cost, so why does this only apply to theatre and concert tickets? There does not seem to be any reason why the fees for theatre tickets cannot be included on the total cost. With modern technology, it is not difficult for Ticketmaster to apportion the total cost amongst those who require a share of the income.

Name and address supplied