Ticketmaster: consumer protection case
Source: gov.uk (2025-09-25)

The Competition and Markets Authority (CMA) investigated consumer protection concerns regarding the sale of Oasis concert tickets by Ticketmaster UK Ltd (Ticketmaster), including how so-called ‘dynamic pricing' may have been used.

Case timetable

Undertakings accepted from Ticketmaster

25 September 2025: On 15 September 2025, Ticketmaster signed undertakings following concerns raised by the CMA relating to the Oasis ticket sale.

The undertakings commit Ticketmaster to, among other things:
- tell fans 24 hours in advance if a tiered pricing system is being used (as it was for Oasis standing tickets)
- provide more information about ticket prices during online queues, helping fans anticipate how much they might have to pay
- not use any misleading ticket labels
Ticketmaster must also regularly report to the CMA over the next 2 years.
- Undertakings signed on 15 September 2025 (PDF, 248KB) (https://assets.publishing.service.gov.uk/media/68d40e748c739d679fb1dd5f/Undertakings.pdf) (25.9.25)
- Press notice: CMA secures changes from Ticketmaster following Oasis tickets investigation (https://www.gov.uk/government/news/cma-secures-changes-from-ticketmaster-following-oasis-tickets-investigation) (25.9.25)
Business and Trade Committee update

2 July 2025: On 24 June 2025 the CMA appeared before the Business and Trade Committee (the Committee) as part of its work on prices, competition and consumer protection. As part of its evidence the CMA provided a written submission to the Committee on its work which included a short update on the Ticketmaster case. The Committee has published that submission (https://committees.parliament.uk/work/9194/pricing-competition-and-consumer-protection/publications).

Consultation letter

24 March 2025: The CMA has written to Ticketmaster setting out its concerns under consumer protection law in connection with Ticketmaster’s sale of tickets for the Oasis Live ‘25 tour, and to seek changes to Ticketmaster’s processes to address those concerns. Ticketmaster now has an opportunity to respond to our concerns and the changes we’re seeking.
- Press release: CMA seeks changes to the way Ticketmaster labels tickets and provides pricing information to fans (https://www.gov.uk/government/news/cma-seeks-changes-to-the-way-ticketmaster-labels-tickets-and-provides-pricing-information-to-fans) (25.3.25)
Call for evidence (closed)

The CMA wanted to hear from anyone who tried to buy or did buy tickets through Ticketmaster. We opened a call for evidence (https://connect.cma.gov.uk/oasis-tickets) on 5 September and closed it on 19 September 2024.

Case opening

5 September 2024: The CMA has opened an investigation into Ticketmaster’s compliance with consumer protection law in relation to the sale of Oasis concert tickets.

As part of this, the CMA is investigating a variety of things including whether:

Ticketmaster has engaged in unfair commercial practices which are prohibited under the Consumer Protection from Unfair Trading Regulations 2008

people were given clear and timely information to explain that the tickets could be subject to so-called ‘dynamic pricing’ with prices changing depending on demand, and how this would operate, including the price they would pay for any tickets purchased

people were put under pressure to buy tickets within a short period of time – at a higher price than they understood they would have to pay, potentially impacting their purchasing decisions

The CMA will now engage with Ticketmaster and gather evidence to consider whether the CMA thinks the company has broken consumer protection law, including the Consumer Protection from Unfair Trading Regulations 2008. The CMA is at the initial stage of its investigation. Accordingly, it should not be assumed that Ticketmaster has broken consumer protection law.
- Press release: CMA launches investigation into Ticketmaster over Oasis concert sales (https://www.gov.uk/government/news/cma-launches-investigation-into-ticketmaster-over-oasis-concert-sales)
Contact

xxx@xxx.xx (mailto:xxx@xxx.xx)
- Jennifer West, Assistant Director
- Fred Houwen, Director
- Hayley Fletcher, Senior Responsible Officer
Personal information

The CMA may collect, use and share personal data for its consumer protection investigation under Part 8 the Enterprise Act 2002. This includes processing personal data for the purposes of the UK General Data Protection Regulation and Data Protection Act 2018.

For more information about how the CMA handles personal information, please see the CMA’s Personal Information Charter (https://www.gov.uk/government/organisations/competition-and-markets-authority/about/personal-information-charter).