Viagogo ordered by court to overhaul business practice

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The Competition And Markets Authority (CMA) has secured a court order against Viagogo, describing it as ‘a victory for anyone who decides to buy a ticket’ through the secondary ticketing site.

Viagogo has until mid-January next year to comply with the order, which it called on Twitter a ‘groundbreaking settlement’.

Rules it must obey include: telling ticket buyers if there is a risk they will be turned away at the door; informing customers which seat they will get; making it easy for people to get their money back when things go wrong; and not giving misleading information about the availability and popularity of tickets.

CMA chief executive, Andrea Coscelli, 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 has agreed to a comprehensive overhaul of its site to ensure it respects the law, just like the other resale sites who have already signed commitments to improve the information they offer and give people a fair deal.’

The CMA launched court action against the platform in August, over concerns it was breaking consumer protection law.

The court order must be complied with by mid-January – a deadline also given to other resale sites that have agreed to change their practices.

The result follows a new law put forward in April, which would see ticket touts who use automated software to bulk buy tickets for resale face an unlimited fine.