The Competition and Markets Authority (CMA) has obtained formal undertakings from Ticketmaster to ensure fans receive clear, accurate information about ticket pricing and benefits when purchasing tickets for live events. The measures follow concerns over the sale of tickets for the Oasis “Live ’25” tour, which prompted the CMA to investigate Ticketmaster’s practices.
The investigation found that fans in long online queues were not informed that standing tickets were being sold at two different prices, nor that prices would rise once cheaper tickets sold out. In addition, some tickets labelled as ‘platinum’ were sold at nearly 2.5 times the price of standard tickets without sufficient explanation that they offered no additional benefits compared with standard tickets in the same areas. While there was speculation that Ticketmaster used dynamic pricing, the CMA found no evidence this was the case.
In response, Ticketmaster will inform fans at least 24 hours before a sale if tiered pricing will be used and provide the full range of prices when fans join online queues, along with updates as lower-priced tickets sell out. Misleading ticket labels will no longer be used, and Ticketmaster will submit regular reports to the CMA over the next two years to ensure compliance. These undertakings have been provided voluntarily and without any admission of wrongdoing, and Ticketmaster has already stopped using ‘platinum’ labels in the UK.
Sarah Cardell, Chief Executive of the CMA, said, “Fans who spend their hard-earned money to see artists they love deserve clear, accurate information upfront. These changes will help ensure fans are better informed about pricing and ticket benefits, and if Ticketmaster fails to meet these commitments, we will not hesitate to take further action.”
The investigation was opened in September 2024 under the CMA’s previous consumer law powers. From April 2025, the CMA gained enhanced authority, including the ability to fine firms up to 10% of turnover for breaches of consumer law, although these powers do not apply retrospectively. The CMA continues to monitor ticketing practices to protect consumers and ensure fair treatment in the sale of live event tickets. For more information, visit the Ticketmaster investigation case page.
