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| Angry Fans Say First the Concerts Were Canceled, Then the Refunds | Angry Fans Say First the Concerts Were Canceled, Then the Refunds |
| (about 13 hours later) | |
| Tami Combs, a 58-year-old yoga instructor from Indiana, bought concert tickets to see the Rolling Stones, Elton John, Chicago and Sturgill Simpson this year. | Tami Combs, a 58-year-old yoga instructor from Indiana, bought concert tickets to see the Rolling Stones, Elton John, Chicago and Sturgill Simpson this year. |
| But after the coronavirus pandemic struck, the concerts were postponed — one by seven months, the rest indefinitely. She now wants her money back, but says she is having trouble getting a refund from Ticketmaster. | But after the coronavirus pandemic struck, the concerts were postponed — one by seven months, the rest indefinitely. She now wants her money back, but says she is having trouble getting a refund from Ticketmaster. |
| “I have about $3,000 tied up in these tickets,” Ms. Combs said in an interview. “This is my money that they are holding hostage.” | “I have about $3,000 tied up in these tickets,” Ms. Combs said in an interview. “This is my money that they are holding hostage.” |
| Ms. Combs is far from alone as the pandemic is triggering widespread anger at ticketing companies like Ticketmaster and StubHub. Online, fans are fuming about being unable to get refunds for concerts that have been postponed, often with no rescheduled dates in sight. As they see it, ticketing outlets are being greedy at a time of crisis, holding billions of dollars in consumers’ cash that people now need for essentials. | Ms. Combs is far from alone as the pandemic is triggering widespread anger at ticketing companies like Ticketmaster and StubHub. Online, fans are fuming about being unable to get refunds for concerts that have been postponed, often with no rescheduled dates in sight. As they see it, ticketing outlets are being greedy at a time of crisis, holding billions of dollars in consumers’ cash that people now need for essentials. |
| Their anger is being stoked by the sense that some vendors switched their refund policies mid-crisis to avoid repaying consumers. Fans have drawn attention to the fact that Ticketmaster recently adjusted the language on its website. Whereas a few weeks ago, it said that people can get refunds “if your event is postponed, rescheduled or canceled,” now it only lists cancellation as a basis for getting your money back, though it suggests there may be other circumstances in which refunds might be considered. | Their anger is being stoked by the sense that some vendors switched their refund policies mid-crisis to avoid repaying consumers. Fans have drawn attention to the fact that Ticketmaster recently adjusted the language on its website. Whereas a few weeks ago, it said that people can get refunds “if your event is postponed, rescheduled or canceled,” now it only lists cancellation as a basis for getting your money back, though it suggests there may be other circumstances in which refunds might be considered. |
| And last week a Wisconsin man sued StubHub — the biggest marketplace for ticket resales — after the company recently dropped its refund policy, offering instead coupons worth 120 percent of what customers had paid for canceled events. | And last week a Wisconsin man sued StubHub — the biggest marketplace for ticket resales — after the company recently dropped its refund policy, offering instead coupons worth 120 percent of what customers had paid for canceled events. |
| Ticketmaster said that, while it’s true it changed language to clarify matters, its refund policy has remained the same for years. StubHub, as the middleman between buyers and sellers of secondhand tickets, says that handling refunds for the huge number of canceled concerts is simply not manageable. | Ticketmaster said that, while it’s true it changed language to clarify matters, its refund policy has remained the same for years. StubHub, as the middleman between buyers and sellers of secondhand tickets, says that handling refunds for the huge number of canceled concerts is simply not manageable. |
| Even in the best of times, ticketing vendors are a common target for customer complaints. But the noise has started to bubble up to advocacy groups and attorneys general, posing a potential public-relations crisis for the ticketing industry. | Even in the best of times, ticketing vendors are a common target for customer complaints. But the noise has started to bubble up to advocacy groups and attorneys general, posing a potential public-relations crisis for the ticketing industry. |
| For the companies, though, the problem is much more than a matter of optics. | For the companies, though, the problem is much more than a matter of optics. |
| The live entertainment industry has come to a grinding halt, with more than 20,000 events suspended in the last few weeks. If the pandemic does not subside soon, the peak summer touring season could be delayed as well. | The live entertainment industry has come to a grinding halt, with more than 20,000 events suspended in the last few weeks. If the pandemic does not subside soon, the peak summer touring season could be delayed as well. |
| Ticketmaster sells more than $30 billion in tickets each year, but most of that money is forwarded each week to venues, festival promoters and other clients. StubHub sells almost $5 billion in tickets a year, and pays the resellers who provide its inventory — many of them professional scalpers. | Ticketmaster sells more than $30 billion in tickets each year, but most of that money is forwarded each week to venues, festival promoters and other clients. StubHub sells almost $5 billion in tickets a year, and pays the resellers who provide its inventory — many of them professional scalpers. |
| Last week, Pollstar, a trade publication that covers the touring business, said that the top 200 tours of 2020 had been expected to generate about $12 billion in ticket sales worldwide, but the concert industry could lose nearly $9 billion if shows remain dark for the rest of the year — which promoters and talent agents say is a possibility. | Last week, Pollstar, a trade publication that covers the touring business, said that the top 200 tours of 2020 had been expected to generate about $12 billion in ticket sales worldwide, but the concert industry could lose nearly $9 billion if shows remain dark for the rest of the year — which promoters and talent agents say is a possibility. |
| Still, John Breyault, vice president of public policy at the National Consumers League, urged industry players to refund payments, and to do so promptly. | Still, John Breyault, vice president of public policy at the National Consumers League, urged industry players to refund payments, and to do so promptly. |
| “We have never seen such a quick and total collapse in the live event industry, as in many industries,” Mr. Breyault said, “but at the end of the day we can’t lose sight that these are dire financial times for consumers.” | “We have never seen such a quick and total collapse in the live event industry, as in many industries,” Mr. Breyault said, “but at the end of the day we can’t lose sight that these are dire financial times for consumers.” |
| The office of the New York State Attorney General said that since the first week of February it has received thousands of consumer complaints tied to the virus, on issues such as price gouging or fake medical treatments, but only 10 so far touching on ticketing matters. But experts say they expect an increase in formal complaints as more and more concerts are postponed. | The office of the New York State Attorney General said that since the first week of February it has received thousands of consumer complaints tied to the virus, on issues such as price gouging or fake medical treatments, but only 10 so far touching on ticketing matters. But experts say they expect an increase in formal complaints as more and more concerts are postponed. |
| For many fans online, one serious concern is whether companies jettisoned their refund policies when they saw the tidal wave of claims building. | For many fans online, one serious concern is whether companies jettisoned their refund policies when they saw the tidal wave of claims building. |
| Ticketmaster, which is owned by the concert giant Live Nation Entertainment, acknowledged that it had made changes to parts of its website once the coronavirus stalled the touring business last month, but that its underlying refund policy has not changed. That policy — which customers must click to accept when they buy tickets — says that refunds are processed automatically for cancellations, but that organizers of events may place “limitations” on refunds when it comes to postponed or rescheduled shows. | Ticketmaster, which is owned by the concert giant Live Nation Entertainment, acknowledged that it had made changes to parts of its website once the coronavirus stalled the touring business last month, but that its underlying refund policy has not changed. That policy — which customers must click to accept when they buy tickets — says that refunds are processed automatically for cancellations, but that organizers of events may place “limitations” on refunds when it comes to postponed or rescheduled shows. |
| “In the past, with a routine volume of event interruptions, we and our event organizers have been able to consistently offer more flexibility with refunds for postponed and rescheduled events,” Ticketmaster said in a statement. “However, considering the currently unprecedented volume of affected events, we are focused on supporting organizers as they work to determine venue availability, new dates and refund policies, while rescheduling thousands of events in what continues to be an evolving situation.” | “In the past, with a routine volume of event interruptions, we and our event organizers have been able to consistently offer more flexibility with refunds for postponed and rescheduled events,” Ticketmaster said in a statement. “However, considering the currently unprecedented volume of affected events, we are focused on supporting organizers as they work to determine venue availability, new dates and refund policies, while rescheduling thousands of events in what continues to be an evolving situation.” |
| Sukhinder Singh Cassidy, the president of StubHub, said that the company had long issued refunds to ticket buyers before recovering charges from sellers, but that the huge number of cancellations has made that almost impossible. | Sukhinder Singh Cassidy, the president of StubHub, said that the company had long issued refunds to ticket buyers before recovering charges from sellers, but that the huge number of cancellations has made that almost impossible. |
| “The complications that arise, and just the magnitude of this timing challenge, is frankly challenging for any intermediary in the normal course of practice,” Ms. Singh Cassidy said in an interview, “when practically speaking, that normal course no longer exists.” | “The complications that arise, and just the magnitude of this timing challenge, is frankly challenging for any intermediary in the normal course of practice,” Ms. Singh Cassidy said in an interview, “when practically speaking, that normal course no longer exists.” |
| StubHub, which was recently acquired by Viagogo, another secondary ticketing marketplace, for $4 billion, declined to comment on the lawsuit against it. | StubHub, which was recently acquired by Viagogo, another secondary ticketing marketplace, for $4 billion, declined to comment on the lawsuit against it. |
| The potential loss of revenue facing Live Nation and StubHub has also drawn interest from Wall Street. Last month, Moody’s Investor Service downgraded Live Nation’s debt over concerns about concert cancellations. | The potential loss of revenue facing Live Nation and StubHub has also drawn interest from Wall Street. Last month, Moody’s Investor Service downgraded Live Nation’s debt over concerns about concert cancellations. |
| For ordinary consumers, though, the question is simply whether they are getting their money back. | For ordinary consumers, though, the question is simply whether they are getting their money back. |
| Marcus Franz, 27, spent more than $1,000 on tickets to an Elton John show at Madison Square Garden that has since been postponed. Mr. Franz said he bought four tickets at $250 apiece for the April concert, two for him and his wife and two he had hoped to resell for extra money. | Marcus Franz, 27, spent more than $1,000 on tickets to an Elton John show at Madison Square Garden that has since been postponed. Mr. Franz said he bought four tickets at $250 apiece for the April concert, two for him and his wife and two he had hoped to resell for extra money. |
| Even if the concert is rescheduled, Mr. Franz said, he is unlikely to be able to attend — he is moving to Texas soon. | Even if the concert is rescheduled, Mr. Franz said, he is unlikely to be able to attend — he is moving to Texas soon. |
| “I think when you postpone a concert, with a date to be decided,” he said in an interview, “the right thing to do would be to cancel those concerts, figure out what’s going on, and then set them back up in the future.” | “I think when you postpone a concert, with a date to be decided,” he said in an interview, “the right thing to do would be to cancel those concerts, figure out what’s going on, and then set them back up in the future.” |
| Updated June 16, 2020 | Updated June 16, 2020 |
| The steroid, dexamethasone, is the first treatment shown to reduce mortality in severely ill patients, according to scientists in Britain. The drug appears to reduce inflammation caused by the immune system, protecting the tissues. In the study, dexamethasone reduced deaths of patients on ventilators by one-third, and deaths of patients on oxygen by one-fifth. | |
| The coronavirus emergency relief package gives many American workers paid leave if they need to take time off because of the virus. It gives qualified workers two weeks of paid sick leave if they are ill, quarantined or seeking diagnosis or preventive care for coronavirus, or if they are caring for sick family members. It gives 12 weeks of paid leave to people caring for children whose schools are closed or whose child care provider is unavailable because of the coronavirus. It is the first time the United States has had widespread federally mandated paid leave, and includes people who don’t typically get such benefits, like part-time and gig economy workers. But the measure excludes at least half of private-sector workers, including those at the country’s largest employers, and gives small employers significant leeway to deny leave. | The coronavirus emergency relief package gives many American workers paid leave if they need to take time off because of the virus. It gives qualified workers two weeks of paid sick leave if they are ill, quarantined or seeking diagnosis or preventive care for coronavirus, or if they are caring for sick family members. It gives 12 weeks of paid leave to people caring for children whose schools are closed or whose child care provider is unavailable because of the coronavirus. It is the first time the United States has had widespread federally mandated paid leave, and includes people who don’t typically get such benefits, like part-time and gig economy workers. But the measure excludes at least half of private-sector workers, including those at the country’s largest employers, and gives small employers significant leeway to deny leave. |
| So far, the evidence seems to show it does. A widely cited paper published in April suggests that people are most infectious about two days before the onset of coronavirus symptoms and estimated that 44 percent of new infections were a result of transmission from people who were not yet showing symptoms. Recently, a top expert at the World Health Organization stated that transmission of the coronavirus by people who did not have symptoms was “very rare,” but she later walked back that statement. | So far, the evidence seems to show it does. A widely cited paper published in April suggests that people are most infectious about two days before the onset of coronavirus symptoms and estimated that 44 percent of new infections were a result of transmission from people who were not yet showing symptoms. Recently, a top expert at the World Health Organization stated that transmission of the coronavirus by people who did not have symptoms was “very rare,” but she later walked back that statement. |
| Touching contaminated objects and then infecting ourselves with the germs is not typically how the virus spreads. But it can happen. A number of studies of flu, rhinovirus, coronavirus and other microbes have shown that respiratory illnesses, including the new coronavirus, can spread by touching contaminated surfaces, particularly in places like day care centers, offices and hospitals. But a long chain of events has to happen for the disease to spread that way. The best way to protect yourself from coronavirus — whether it’s surface transmission or close human contact — is still social distancing, washing your hands, not touching your face and wearing masks. | Touching contaminated objects and then infecting ourselves with the germs is not typically how the virus spreads. But it can happen. A number of studies of flu, rhinovirus, coronavirus and other microbes have shown that respiratory illnesses, including the new coronavirus, can spread by touching contaminated surfaces, particularly in places like day care centers, offices and hospitals. But a long chain of events has to happen for the disease to spread that way. The best way to protect yourself from coronavirus — whether it’s surface transmission or close human contact — is still social distancing, washing your hands, not touching your face and wearing masks. |
| A study by European scientists is the first to document a strong statistical link between genetic variations and Covid-19, the illness caused by the coronavirus. Having Type A blood was linked to a 50 percent increase in the likelihood that a patient would need to get oxygen or to go on a ventilator, according to the new study. | A study by European scientists is the first to document a strong statistical link between genetic variations and Covid-19, the illness caused by the coronavirus. Having Type A blood was linked to a 50 percent increase in the likelihood that a patient would need to get oxygen or to go on a ventilator, according to the new study. |
| The unemployment rate fell to 13.3 percent in May, the Labor Department said on June 5, an unexpected improvement in the nation’s job market as hiring rebounded faster than economists expected. Economists had forecast the unemployment rate to increase to as much as 20 percent, after it hit 14.7 percent in April, which was the highest since the government began keeping official statistics after World War II. But the unemployment rate dipped instead, with employers adding 2.5 million jobs, after more than 20 million jobs were lost in April. | The unemployment rate fell to 13.3 percent in May, the Labor Department said on June 5, an unexpected improvement in the nation’s job market as hiring rebounded faster than economists expected. Economists had forecast the unemployment rate to increase to as much as 20 percent, after it hit 14.7 percent in April, which was the highest since the government began keeping official statistics after World War II. But the unemployment rate dipped instead, with employers adding 2.5 million jobs, after more than 20 million jobs were lost in April. |
| Mass protests against police brutality that have brought thousands of people onto the streets in cities across America are raising the specter of new coronavirus outbreaks, prompting political leaders, physicians and public health experts to warn that the crowds could cause a surge in cases. While many political leaders affirmed the right of protesters to express themselves, they urged the demonstrators to wear face masks and maintain social distancing, both to protect themselves and to prevent further community spread of the virus. Some infectious disease experts were reassured by the fact that the protests were held outdoors, saying the open air settings could mitigate the risk of transmission. | Mass protests against police brutality that have brought thousands of people onto the streets in cities across America are raising the specter of new coronavirus outbreaks, prompting political leaders, physicians and public health experts to warn that the crowds could cause a surge in cases. While many political leaders affirmed the right of protesters to express themselves, they urged the demonstrators to wear face masks and maintain social distancing, both to protect themselves and to prevent further community spread of the virus. Some infectious disease experts were reassured by the fact that the protests were held outdoors, saying the open air settings could mitigate the risk of transmission. |
| States are reopening bit by bit. This means that more public spaces are available for use and more and more businesses are being allowed to open again. The federal government is largely leaving the decision up to states, and some state leaders are leaving the decision up to local authorities. Even if you aren’t being told to stay at home, it’s still a good idea to limit trips outside and your interaction with other people. | States are reopening bit by bit. This means that more public spaces are available for use and more and more businesses are being allowed to open again. The federal government is largely leaving the decision up to states, and some state leaders are leaving the decision up to local authorities. Even if you aren’t being told to stay at home, it’s still a good idea to limit trips outside and your interaction with other people. |
| Common symptoms include fever, a dry cough, fatigue and difficulty breathing or shortness of breath. Some of these symptoms overlap with those of the flu, making detection difficult, but runny noses and stuffy sinuses are less common. The C.D.C. has also added chills, muscle pain, sore throat, headache and a new loss of the sense of taste or smell as symptoms to look out for. Most people fall ill five to seven days after exposure, but symptoms may appear in as few as two days or as many as 14 days. | Common symptoms include fever, a dry cough, fatigue and difficulty breathing or shortness of breath. Some of these symptoms overlap with those of the flu, making detection difficult, but runny noses and stuffy sinuses are less common. The C.D.C. has also added chills, muscle pain, sore throat, headache and a new loss of the sense of taste or smell as symptoms to look out for. Most people fall ill five to seven days after exposure, but symptoms may appear in as few as two days or as many as 14 days. |
| If air travel is unavoidable, there are some steps you can take to protect yourself. Most important: Wash your hands often, and stop touching your face. If possible, choose a window seat. A study from Emory University found that during flu season, the safest place to sit on a plane is by a window, as people sitting in window seats had less contact with potentially sick people. Disinfect hard surfaces. When you get to your seat and your hands are clean, use disinfecting wipes to clean the hard surfaces at your seat like the head and arm rest, the seatbelt buckle, the remote, screen, seat back pocket and the tray table. If the seat is hard and nonporous or leather or pleather, you can wipe that down, too. (Using wipes on upholstered seats could lead to a wet seat and spreading of germs rather than killing them.) | If air travel is unavoidable, there are some steps you can take to protect yourself. Most important: Wash your hands often, and stop touching your face. If possible, choose a window seat. A study from Emory University found that during flu season, the safest place to sit on a plane is by a window, as people sitting in window seats had less contact with potentially sick people. Disinfect hard surfaces. When you get to your seat and your hands are clean, use disinfecting wipes to clean the hard surfaces at your seat like the head and arm rest, the seatbelt buckle, the remote, screen, seat back pocket and the tray table. If the seat is hard and nonporous or leather or pleather, you can wipe that down, too. (Using wipes on upholstered seats could lead to a wet seat and spreading of germs rather than killing them.) |
| Taking one’s temperature to look for signs of fever is not as easy as it sounds, as “normal” temperature numbers can vary, but generally, keep an eye out for a temperature of 100.5 degrees Fahrenheit or higher. If you don’t have a thermometer (they can be pricey these days), there are other ways to figure out if you have a fever, or are at risk of Covid-19 complications. | Taking one’s temperature to look for signs of fever is not as easy as it sounds, as “normal” temperature numbers can vary, but generally, keep an eye out for a temperature of 100.5 degrees Fahrenheit or higher. If you don’t have a thermometer (they can be pricey these days), there are other ways to figure out if you have a fever, or are at risk of Covid-19 complications. |
| The C.D.C. has recommended that all Americans wear cloth masks if they go out in public. This is a shift in federal guidance reflecting new concerns that the coronavirus is being spread by infected people who have no symptoms. Until now, the C.D.C., like the W.H.O., has advised that ordinary people don’t need to wear masks unless they are sick and coughing. Part of the reason was to preserve medical-grade masks for health care workers who desperately need them at a time when they are in continuously short supply. Masks don’t replace hand washing and social distancing. | The C.D.C. has recommended that all Americans wear cloth masks if they go out in public. This is a shift in federal guidance reflecting new concerns that the coronavirus is being spread by infected people who have no symptoms. Until now, the C.D.C., like the W.H.O., has advised that ordinary people don’t need to wear masks unless they are sick and coughing. Part of the reason was to preserve medical-grade masks for health care workers who desperately need them at a time when they are in continuously short supply. Masks don’t replace hand washing and social distancing. |
| If you’ve been exposed to the coronavirus or think you have, and have a fever or symptoms like a cough or difficulty breathing, call a doctor. They should give you advice on whether you should be tested, how to get tested, and how to seek medical treatment without potentially infecting or exposing others. | If you’ve been exposed to the coronavirus or think you have, and have a fever or symptoms like a cough or difficulty breathing, call a doctor. They should give you advice on whether you should be tested, how to get tested, and how to seek medical treatment without potentially infecting or exposing others. |
| If you’re sick and you think you’ve been exposed to the new coronavirus, the C.D.C. recommends that you call your healthcare provider and explain your symptoms and fears. They will decide if you need to be tested. Keep in mind that there’s a chance — because of a lack of testing kits or because you’re asymptomatic, for instance — you won’t be able to get tested. | If you’re sick and you think you’ve been exposed to the new coronavirus, the C.D.C. recommends that you call your healthcare provider and explain your symptoms and fears. They will decide if you need to be tested. Keep in mind that there’s a chance — because of a lack of testing kits or because you’re asymptomatic, for instance — you won’t be able to get tested. |
| That may indeed happen. The major concert promoters and talent companies are now negotiating over plans to offer what some called a “refund window” in coming weeks — a period of perhaps 30 days when customers would be given the option to obtain refunds for postponed shows, according to multiple executives at these companies, who spoke anonymously because the negotiations are continuing. | That may indeed happen. The major concert promoters and talent companies are now negotiating over plans to offer what some called a “refund window” in coming weeks — a period of perhaps 30 days when customers would be given the option to obtain refunds for postponed shows, according to multiple executives at these companies, who spoke anonymously because the negotiations are continuing. |
| They may want to act before more angry fans turn to the courts as Matthew McMillan, who sued StubHub in Wisconsin, has already done, albeit in a dispute over a refund for hockey tickets. | They may want to act before more angry fans turn to the courts as Matthew McMillan, who sued StubHub in Wisconsin, has already done, albeit in a dispute over a refund for hockey tickets. |
| In the music industry, one lawsuit, filed in 2017, addressed the issue of when a postponement is really a cancellation. A fan of Janet Jackson sued Live Nation and a resale ticketing site, Vivid Seats, in California after a protracted delay to one of her tours. The lawsuit was settled, though it was not disclosed whether this involved any financial payment to her or other disappointed ticket holders; Ticketmaster said that the terms of the settlement are confidential. | In the music industry, one lawsuit, filed in 2017, addressed the issue of when a postponement is really a cancellation. A fan of Janet Jackson sued Live Nation and a resale ticketing site, Vivid Seats, in California after a protracted delay to one of her tours. The lawsuit was settled, though it was not disclosed whether this involved any financial payment to her or other disappointed ticket holders; Ticketmaster said that the terms of the settlement are confidential. |
| Brian T. Fitzpatrick, a law professor at Vanderbilt University and a class-action expert, said conditions were ripe for such suits. | Brian T. Fitzpatrick, a law professor at Vanderbilt University and a class-action expert, said conditions were ripe for such suits. |
| The companies may find some protection in the language of the ticketing contracts, Mr. Fitzpatrick said, but if concerts are delayed indefinitely and no near-term dates are supplied, ticket holders and their lawyers may argue that such lengthy postponements are unfair or unreasonable. | The companies may find some protection in the language of the ticketing contracts, Mr. Fitzpatrick said, but if concerts are delayed indefinitely and no near-term dates are supplied, ticket holders and their lawyers may argue that such lengthy postponements are unfair or unreasonable. |
| “If you are just stringing people along, then the court can say you are not exercising good faith,” said Mr. Fitzpatrick. “I think we are going to see lots and lots of breach-of-contract lawsuits coming out of the coronavirus. There is going to be a lot of people who are going to test what the law allows and does not allow.” | “If you are just stringing people along, then the court can say you are not exercising good faith,” said Mr. Fitzpatrick. “I think we are going to see lots and lots of breach-of-contract lawsuits coming out of the coronavirus. There is going to be a lot of people who are going to test what the law allows and does not allow.” |
| But other experts said getting legal traction will be tough because the ticketing companies will be protected by their careful contractual language or the courts will be sympathetic to the industry’s argument that the virus was a catastrophic event beyond its control. | But other experts said getting legal traction will be tough because the ticketing companies will be protected by their careful contractual language or the courts will be sympathetic to the industry’s argument that the virus was a catastrophic event beyond its control. |
| Timothy J. Dennin, a lawyer who often litigates class-action suits, said it will be hard for fans to say they are suffering damage when an event is postponed and they could go sometime in the future, while rescheduling too soon could be dangerous. “In my view this is a Black Swan event that is no one’s fault,” he said in an email, adding later in an interview about the ticketing companies: “They are not responsible for the pandemic.” | Timothy J. Dennin, a lawyer who often litigates class-action suits, said it will be hard for fans to say they are suffering damage when an event is postponed and they could go sometime in the future, while rescheduling too soon could be dangerous. “In my view this is a Black Swan event that is no one’s fault,” he said in an email, adding later in an interview about the ticketing companies: “They are not responsible for the pandemic.” |
| Even if companies can rely on legal protection, some experts argue that for the benefit of their long-term reputation they ought to consider paying refunds to their customers anyway. | Even if companies can rely on legal protection, some experts argue that for the benefit of their long-term reputation they ought to consider paying refunds to their customers anyway. |
| “People will remember how companies act in this crisis,” said Ross Johnson, a crisis communications expert based in Los Angeles. “This is a whole different ballgame for the Ticketmasters of the world. What they should be doing is saying, ‘We feel your pain.’” | “People will remember how companies act in this crisis,” said Ross Johnson, a crisis communications expert based in Los Angeles. “This is a whole different ballgame for the Ticketmasters of the world. What they should be doing is saying, ‘We feel your pain.’” |
| Malachy Browne and Isaac White contributed reporting. | Malachy Browne and Isaac White contributed reporting. |