See Tickets website keeps fees

Feb 7 2010 by Mr Justice, Sunday Sun

“Most people will not take it further because they give up too easily but I am determined to keep on fighting.

“I’ve been told other ticket suppliers have given refunds.”

I asked See Tickets why they kept the money.

I was told: “I'm afraid the booking fee is non-refundable when a show is cancelled.

“It is the charge that we make for providing the service of booking tickets and keeping the customer informed of event changes.

“This service is provided whether or not the event goes ahead.”

Let’s see what the OFT’s guidance has to say in situations like the one Caroline, 22, of Morpeth, Northumberland, found herself in.

Their advice leaflet states: “Where fairness requires a refund of the face value of a ticket (for example on cancellation, rescheduling or a material change) any booking fees charged should also be refunded.

“Who is legally responsible for providing or obtaining the refund of the booking fee in such cases will depend on all the circumstances of that and any related contracts.

“As suppliers generally, including ticket agencies and event promoters etc, are in a better position to insure against these losses, we consider it unfair that the consumer should bear them.”

So I went back to See armed with the official watchdog guidance.

And that’s when See, figuratively speaking, gave customers a two-fingered salute.

They said: “We are well aware of the guidance issued by the Office of Fair Trading and understand their reasoning behind the question of whether booking fees should be returned for cancelled concerts.

“However, I would emphasise that this is only guidance and not law. We as a company take a different view.

“We believe that we earned our booking fee when we take the booking on behalf of the customer, charge his card etc.

“That is when we do the work for which the booking fee is charged. It is not our fault if the event is subsequently cancelled.

“In fact this also involves us in extra work for which we are not reimbursed. It is for this reason that we retain the booking fee.”

Sorry, but I’m not impressed. I refer them back to the OFT who clearly say ticket agencies are in a better position to insure against cancelled concerts.