Refunds for canceled and postponed concerts are common.

However, there are also instances where concertgoers request refunds despite attending the show. This could be for a number of reasons, including poor visuals and sound quality, safety issues, and the artist arriving unreasonably late.

What are the basic expectations at a concert?

When concertgoers purchase tickets, they expect that the event will be organised with reasonable care and skill.

This includes having their physical safety guaranteed, and being able to hear and see the performer reasonably well, subject to seating location and ticket price.

In 2016, over 2,000 angry Jay Chou fans signed an online petition to demand refunds after the quality of the concert was compromised due to audio issues, including muffled sounds and overpowering bass. To date, no refunds were given.

“Sound is the basic necessity of a concert, but it wasn’t delivered at all. The organiser ought to be responsible and make refunds.” – Media Producer Goh Ying Sheng on Today Online, regarding Jay Chou’s concert.

Sometimes you win...

In 2022, over 1,800 people who had purchased tickets to a Michael Bublé concert in Buckinghamshire signed a petition demanding a refund. It appeared that the organisers sold more tickets than they could manage. Many fans missed the show completely due to traffic mismanagement and misleading directions. Some concertgoers were reportedly offered tickets to another show, while some are still awaiting refunds.

In 2015, Finland's Consumer Disputes Board made a historic consumer rights decision in relation to quality entertainment. An attendee of rock 'n' roll artist Chuck Berry’s 2013 concert demanded a refund over an unsatisfactory performance because the artist was physically unwell. The board ruled that the concert organiser should refund 50% of the concert ticket.

Sometimes, you lose.

In 2019, a Florida resident requested a refund on the $1,025 he had spent on a Madonna concert after she arrived two hours late. His request was denied, and he later filed a class-action lawsuit against the artist.

In 2019, fans took to social media to complain about Fleetwood Mac’s concert at Wembley Stadium due to poor audio quality, with some saying they were unable to hear anything but echoes. However, the organisers, Live Nation, refused to issue refunds.

“Tak puas hati? Complain kat kami.” - KPDNHEP

So what about Malaysia?

“From what we know, no one has filed a complaint or claim over a bad concert experience.” - Ministry of Domestic Trade and Consumer Affairs spokesperson told BFM.

However, the ministry says it will investigate claims and complaints that are filed via:

1. e-Aduan or ezAdu:

a) File a complaint on the website or app, with a complete description and evidence.

b) Invalid complaint? Case closed.

c) Valid complaint? Investigations will be conducted on the organiser of the event if it falls under their jurisdiction (i.e. false advertising, profiteering)

2. Tribunal for Consumer Claims Malaysia (TTPM)/e-Tribunal:

a) File a claim on the e-Tribunal website, and provide a complete description and evidence backing your claim.
b) The tribunal will request for the claimant and respondent to attend a hearing, after which an award will be decided.

Offering refunds helps build trust

Offering some sort of compensation in situations where quality is not up to par could be counted as good business practice on the organiser’s part.

Besides not getting the quality they paid for, some concertgoers may have traveled from another state or country, incurring additional transportation and accommodation costs. Issuing partial refunds could alleviate some of the losses they have to bear.

But will it lead to abuse?

There are arguments that allowing people to request refunds could lead to claims made against concerts that were less-than-perfect.

In 2008, Neil Diamond offered refunds to 11,000 fans after performing with a hoarse voice due to acute laryngitis. However, some feared that this would set a precedent for concertgoers to feel entitled to refunds when other artists fail to give a perfect performance.

Judging a concert’s quality is also subjective and can vary with seat location. If one section is affected by bad sound quality and another by poor visuals, will they be refunded the same amount? Meanwhile, two people seated in the same section could have very different opinions.

Have you ever filed a claim or complaint against a bad concert experience? We want to know.

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