Caring for the safety and well-being of our fans has been and always will be Ticketmaster’s most important priority, especially during challenging times like these. As global health concerns continue to develop, our team is working diligently behind the scenes, coordinating with local authorities in monitoring and assessing overall impact, while actively supporting the artists, teams, festivals and venues you love as they work out how best to proceed with the thousands of events they have on the horizon.
While some events, unfortunately, have had to be cancelled, we are working with many of our event partners to see how best to reschedule each event for your enjoyment. As you can imagine, this takes time, so we truly appreciate your patience and understanding as we navigate this new territory.
In order to provide you with as much information as we can, we have created a comprehensive information page that will be consistently updated with changes to the status of all impacted events, so feel free to check back often.
As a result of the high volume of cancellations and rescheduled events, we encourage you not to reach out directly with a refund request. The best way to check your event status is through the Event Status page.
In the meantime, please see below for more detailed guidance:
- For future events that are still scheduled, you’re all set. There’s nothing you need to do. If anything changes, we will contact you with updates.
- If your event has been cancelled, there’s also nothing you need to do. We’ll get in touch with you directly with more information.
- If your event has been rescheduled, we are working with the event organiser to identify new dates, and we will contact you as soon as we have confirmation and more information this.
- For additional information, you can visit our help centre .
Please understand that due to the high volume of enquiries, our Fan Support team is experiencing longer than normal wait times.
For now, we want to thank you for being such a valued part of the live entertainment world. We are working around the clock on solutions and truly apologise for any inconvenience.
At Ticketmaster, our vision is to connect people through the power of live events. What makes these experiences so special is the pure joy we feel from being among a community of like-minded, dedicated fans. We’d like to take a moment to offer our most sincere support to any of our fellow fans, friends and family who have been affected by this virus. We wish everyone the best health and safety during this difficult time, and we look forward to returning to our favourite live events as soon as possible.
Is there a risk in attending an event?
Covid–19 is an infectious disease that can result in serious and potentially fatal illness. There is a risk of the transmission of Covid–19 in any environment where people gather. This risk increases in enclosed spaces and with increased numbers of people. The World Health Organisation (WHO) has advised that the elderly and those with underlying medical conditions are more vulnerable. Further information can be found on the WHO’s website.
Whilst Event Partners should all be adopting enhanced Covid-safe measures that align with relevant government orders, directions and guidance to help attendees stay safe, the risk cannot be completely eliminated. By attending an event, you assume all risk associated with Covid-19 (unless caused by the negligence of the Event Partner). You must also:
- abide by all government guidance aimed at preventing the transmission of the virus (details of which, at the federal level, can be accessed via the following link. You should also make yourself aware of current government guidance in your own State or Territory and in the State or Territory where the venue for your event is located; and
- follow all directions provided by the Event Partner and their staff members designed to create a safe environment for event attendees.
Ticketmaster sells tickets on behalf of our Event Partners (including venues) and is not responsible for organising or delivering the events themselves. Ticketmaster does not accept any risk associated with attending an event or otherwise linked to Covid-19 (unless directly arising from our negligence or breach of the Australian Consumer Law). Please see our terms and conditions for further details.
What if I have recently been diagnosed with Covid, have Covid-like symptoms, am quarantining/self-isolating or think I might have been exposed to someone who has Covid?
Please check local health advice for your area and the area where the show is taking place. The latest national guidance is published here. Current guidance in most locations is that you should not attend an event if you are feeling unwell, or if you are required to quarantine or self-isolate due to Covid-19. Please check government requirements and the requirements of the relevant venue and/or Event Partner as they apply to you.
I’m worried about Coronavirus COVID-19. Can I get a refund?
If your event is going ahead as planned then you’re all set, your tickets remain valid. You can check out which events have been cancelled or rescheduled on our information portal.
I’m worried about Coronavirus COVID-19. Can I make a claim through my ticket insurance?
You will need to discuss this with Allianz directly. Allianz provided the ticket insurance that was available on our websites. You can contact them via email at Ticketmaster@allianz-assistance.com.au.
What if my event is cancelled or postponed due to Coronavirus COVID-19?
If your event has been cancelled, there’s nothing you need to do. We’ll get in touch with you directly with more information.
If your event has been rescheduled, we are working with the event organiser to identify new dates and we will contact you as soon as we have confirmation and more information on this.
What is being done at venues to minimise the risk of spreading Covid-19?
Venues should all be adopting new and enhanced Covid-safe measures to help attendees stay safe. Please refer to the venue’s website for specific information.
Updated: November 12, 2020
We have noticed there has been some misreporting around safety protocols. To clarify, there is absolutely no requirement from Ticketmaster mandating vaccines/testing.
In short, we are not forcing anyone to do anything. Just exploring the ability to enhance our existing digital ticket capabilities to offer solutions for event organisers that could include testing and vaccine information with 3rd party health providers. Just a tool in the box for those that may want to use.
There is absolutely no requirement from Ticketmaster mandating vaccines/testing for future events. Unfortunately, this has been widely reported and is incorrect. Ticketmaster does not have the power to set policies around safety/entry requirements, which would include vaccines and/or testing protocols. That would always be up to the discretion of the event organiser, based on their preferences and local health guidelines.
We are exploring a number of safety features for event organisers to utilise as they look to welcome fans back to events. This includes tools from Ticketmaster’s recently announced SmartEvent suite like social distanced seating, contactless entry and more (read more info on SmartEvent here). Again, the event organiser will determine what, if any, of these measures are implemented at their individual event, not Ticketmaster.
So, what is Ticketmaster doing when it comes to COVID vaccines and testing?
We are trying to prepare for potential possibilities in the future. It has become more common for people to take a COVID test before activities like travelling and seeing loved ones. If this is something that event organisers or venues choose to ask fans to do in the future (either for their own preferences or due to local health requirements), we want to be prepared.
One idea to keep the event entry process as simple and convenient as possible is to find a way for fans to link their digital ticket to their negative test results, vaccine status, health declaration or any other info that is determined to greenlight access. This would allow fans to enter an event with one scan of their ticket, rather than entering and then having to wait in another line to show their health verification.
While we have no control whether or not these factors will come into play in the future, if there’s one thing we’ve learned, it’s to prep for as many scenarios as possible.
A few important things to note:
This is still just a potential idea and is not being implemented at this time.
Like all safety/entry protocols, it would be up to the discretion of the event organiser to determine if they would like to ask attendees to provide a health verification.
If it were to be made possible, all health information would legally have to be stored with a 3rd party health care provider with HIPAA-compliance, not with Ticketmaster.
We hope this provides some clarity, and look forward to gathering and celebrating at events together again.