Refund rights for cancelled Rolling Stones concerts

If a concert is cancelled or postponed, consumers are entitled to a refund.
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01.Your rights when concerts are cancelled


With The Rolling Stones announcing the cancellation of their Australian tour following the death of Stones front-man Mick Jagger’s girlfriend, L’Wren Scott, some consumers may need to seek refunds for tickets they can no longer use.

The good news is consumers are entitled to either use their tickets for a postponed concert date or seek a refund if they prefer.

Updated: 15/04/2014

New dates announced

Rescheduled Rolling Stones tour dates and venues have now been announced by Frontier Touring. The new tour dates are:

Saturday 25 October Adelaide, Adelaide Oval (previously Saturday 22 March)

Wednesday 29 October Perth, Perth Arena (previously Wednesday 19 March)

Saturday 1 November Perth, Perth Arena (new show)

Wednesday 5 November Melbourne, Rod Laver Arena (previously Friday 28 March)

Saturday 8 November Macedon, Hanging Rock, (previously Sunday 30 March)

Wednesday 12 November Sydney, Allphones Arena (previously Tuesday 25 March)

Saturday 15 November Hunter Valley, Hope Estate (new show)

Tuesday 18 November Brisbane, Entertainment Centre (previously Wednesday 2 April)

Saturday 22 November Auckland, Mt Smart Stadium (previously Saturday 5 April)

Ticket holders who are able to attend the rescheduled date don't need to do anything, their existing ticket will remain valid and their location within the venue will remain unchanged. Those unable to attend the new shows have been asked to seek a refund from their original point of purchase prior to 5pm (local time to the venue) on Monday 28 April, 2014

Refunds to be secured from point of purchase

Consumers are encouraged to seek a refund as soon as possible from their original point of purchase. These are:

Are consumers entitled to a refund for the ticket purchase price?

Yes. Frontier Touring have confirmed consumers can receive a refund if the rescheduled tour dates do not suit them. And under the Australian Consumer Law (ACL), consumers have an automatic right to a refund on an authorised ticket to an event if the event is cancelled. Consumers can also claim a refund where an event is postponed and the new dates are unsuitable for them.

Can I recoup other costs, like travel or accommodation?

In the first instance, you should seek a refund or date change with the airline and hotel you've booked with. While airlines and hotels aren’t obligated to provide refunds, some may show discretion in helping consumers get a positive outcome in this unpredictable situation.

If you’re unable to change your travel arrangements, you may be covered by ticket insurance or travel insurance. If you have bought a ticket with a credit card, you may have insurance automatically included, so check with your provider.

If this is not possible, CHOICE advises consumers to get in touch with Ticketek, Ticketmaster and Frontier Touring to claim back reasonable auxiliary costs associated with attending the concert. While the Ticketing Code of Practice states that consumers are not entitled to auxiliary costs if concerts are cancelled, the ACL provides for consumers to receive compensation for consequential loss, where services aren't delivered. If Ticketek, Ticketmaster or Frontier Touring do not provide a satisfactory outcome, consumers can lodge a complaint with the department of fair trading or consumer affairs in their state.

What if I bought my tickets through a third party, online or through a scalper?

Consumers who are able to make the new dates can use their existing tickets later in the year. Unfortunately, if you need to seek a refund, the situation is complicated. Consumers must be able to show proof of purchase of tickets in order to be eligible for a refund. If you bought your tickets through a third party, such as through eBay or a ticket scalper, this may be difficult to get.

A consumer’s first step should be to check with their seller. According to eBay policies, for example, if an event is postponed or cancelled, consumers can seek a refund or replacement ticket. If you want a refund, open a case in the eBay resolution centre.


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