Viagogo Agrees to Multiple Changes Following a Dialogue With the European Commission

The dialogue with the European Commission stemmed from continuous complaints from customers and campaigning organizations. As a result, Viagogo has agreed to make several changes to the functionality elements of its website by the end of August 2024.

These changes should include:

• Clearly telling customers whether tickets are being sold by a professional party or another fan,

• Allowing buyers to choose the exact seat number when available,

• Clarity around delivery fees, and

• Allowing more time for a user to request a refund in case there are problems with a ticket purchase.

As part of its commitment to the European Commission, the secondary ticketing platform will also be implementing changes to its terms and conditions. These modifications will include the ability for buyers to bring legal action against the company within the EU under the protection of their country’s national consumer law. Further, Viagogo is now prohibited from making changes to its terms and conditions without first notifying the customers and then providing them with “reasonable notice” to cancel their account without a fee.

Nevertheless, the company has refused to commit to certain concessions, like informing customers about the amount of possible delivery fees right at the beginning of their purchase journey. They have also refused to inform customers that they can demand remedies in case of an event cancellation or postponement from both Viagogo and the actual ticket seller or event organizer. The European Commission has reportedly appealed to Viagogo to address these issues promptly.

The European Commission's Customer Protection Cooperation (CPC) Network will monitor all of the changes implemented. Should the company fail to make the agreed-upon changes correctly or within the designated time frame, the CPC Network may resort to enforcement measures.