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Live Nation Closes Gap in Refund Policy After Fan Complaints Live Nation Closes Gap in Refund Policy After Fan Complaints
(about 1 month later)
Live Nation Entertainment, the biggest power in the concert industry, closed a gap in its ticket refund policy on Friday, after weeks of criticism that the company, and its Ticketmaster subsidiary, were not returning hundreds of millions of dollars that fans had spent on concerts postponed by the pandemic.Live Nation Entertainment, the biggest power in the concert industry, closed a gap in its ticket refund policy on Friday, after weeks of criticism that the company, and its Ticketmaster subsidiary, were not returning hundreds of millions of dollars that fans had spent on concerts postponed by the pandemic.
“Fans, we hear you,” Michael Rapino, Live Nation’s chief executive, tweeted when announcing the new policy. “We don’t want you to be waiting in limbo while shows are being rescheduled.”“Fans, we hear you,” Michael Rapino, Live Nation’s chief executive, tweeted when announcing the new policy. “We don’t want you to be waiting in limbo while shows are being rescheduled.”
In an earlier announcement, the company set up a 30-day window for requesting refunds when a postponed show was given a new date. But that policy did not apply to thousands of concerts that had been bumped from their original dates but had no new ones — leaving the money fans spent on those shows in a purgatorial state.In an earlier announcement, the company set up a 30-day window for requesting refunds when a postponed show was given a new date. But that policy did not apply to thousands of concerts that had been bumped from their original dates but had no new ones — leaving the money fans spent on those shows in a purgatorial state.
According to Ticketmaster — which sells tickets on behalf of Live Nation and many other promoters — about 45 percent of the 30,000 shows so far disrupted by coronavirus fell into this category.According to Ticketmaster — which sells tickets on behalf of Live Nation and many other promoters — about 45 percent of the 30,000 shows so far disrupted by coronavirus fell into this category.
Under Live Nation’s new policy, customers holding tickets to events with no new date will be able to request a refund after waiting 60 days from the time their postponement was announced; they will then have 30 days to ask for their money back. This comes in addition to rules that Live Nation already announced, giving people 30 days to request refunds for shows that have already been rescheduled, starting May 1. Events canceled outright will be refunded automatically.Under Live Nation’s new policy, customers holding tickets to events with no new date will be able to request a refund after waiting 60 days from the time their postponement was announced; they will then have 30 days to ask for their money back. This comes in addition to rules that Live Nation already announced, giving people 30 days to request refunds for shows that have already been rescheduled, starting May 1. Events canceled outright will be refunded automatically.
For example: If a Live Nation concert was postponed on, say, March 15 and had not been rescheduled by May 15, ticket holders would be able to request a refund at that point. They would have 30 days to make the request. (Ticketmaster says it can take a month to process a refund.)For example: If a Live Nation concert was postponed on, say, March 15 and had not been rescheduled by May 15, ticket holders would be able to request a refund at that point. They would have 30 days to make the request. (Ticketmaster says it can take a month to process a refund.)
AEG Presents, Live Nation’s biggest competitor, has also announced refunds for rescheduled shows, and a spokesman for the company said it intends to assign new dates to 50 percent of its postponed events by the end of May. But it has not announced a similar plan for giving refunds to events with no new dates planned.AEG Presents, Live Nation’s biggest competitor, has also announced refunds for rescheduled shows, and a spokesman for the company said it intends to assign new dates to 50 percent of its postponed events by the end of May. But it has not announced a similar plan for giving refunds to events with no new dates planned.
Live Nation and Ticketmaster have been the targets of intense criticism from fans — and from lawmakers — since the early days of the pandemic, who accused the companies of postponing events indefinitely and holding on to money that consumers now need for essentials.Live Nation and Ticketmaster have been the targets of intense criticism from fans — and from lawmakers — since the early days of the pandemic, who accused the companies of postponing events indefinitely and holding on to money that consumers now need for essentials.
Representative Bill Pascrell Jr., a Democrat from New Jersey, who criticized Live Nation and Ticketmaster’s response, welcomed the change.Representative Bill Pascrell Jr., a Democrat from New Jersey, who criticized Live Nation and Ticketmaster’s response, welcomed the change.
“Americans right now don’t know how they’re going to pay for groceries and if they can make rent,” Mr. Pascrell said in a statement. “The last thing they should be worrying about is getting back the money they shelled out for a concert that’s indefinitely on hold.”“Americans right now don’t know how they’re going to pay for groceries and if they can make rent,” Mr. Pascrell said in a statement. “The last thing they should be worrying about is getting back the money they shelled out for a concert that’s indefinitely on hold.”
One measure of the anger was a class-action lawsuit filed against Live Nation and Ticketmaster this month in California on behalf of a man who says he spent $590 on four tickets to two Rage Against the Machine concerts that were planned for April but have been postponed.One measure of the anger was a class-action lawsuit filed against Live Nation and Ticketmaster this month in California on behalf of a man who says he spent $590 on four tickets to two Rage Against the Machine concerts that were planned for April but have been postponed.
Marie A. McCrary, a lawyer for the plaintiff in that case, said on Saturday that she was unable to immediately review the new policy and declined to comment.Marie A. McCrary, a lawyer for the plaintiff in that case, said on Saturday that she was unable to immediately review the new policy and declined to comment.
The suit accuses the companies of refusing to provide refunds for rescheduled or postponed events and of deceptive practices, saying that Ticketmaster retroactively revised its refund policy once the pandemic hit. Ticketmaster acknowledged changing the language on its website about refunds but said that its underlying policy has not changed in years.The suit accuses the companies of refusing to provide refunds for rescheduled or postponed events and of deceptive practices, saying that Ticketmaster retroactively revised its refund policy once the pandemic hit. Ticketmaster acknowledged changing the language on its website about refunds but said that its underlying policy has not changed in years.
Sports fans have also pilloried Major League Baseball, which has also been hit by a recent class-action suit. The league sells some tickets through Ticketmaster and has a policy of not offering refunds for postponed games.Sports fans have also pilloried Major League Baseball, which has also been hit by a recent class-action suit. The league sells some tickets through Ticketmaster and has a policy of not offering refunds for postponed games.
That rule is rooted in baseball’s longstanding practice of handling rained-out games, said a league official, who declined to comment on the suit. Rob Manfred, the commissioner of Major League Baseball, said in a recent interview with The Associated Press that the league would “turn over every stone” to salvage the 2020 season.That rule is rooted in baseball’s longstanding practice of handling rained-out games, said a league official, who declined to comment on the suit. Rob Manfred, the commissioner of Major League Baseball, said in a recent interview with The Associated Press that the league would “turn over every stone” to salvage the 2020 season.
The rocky rollout of industrywide policies for refunds is to some degree a reflection of the complexity of the music world as it deals with the unprecedented collapse of touring caused by the coronavirus pandemic.The rocky rollout of industrywide policies for refunds is to some degree a reflection of the complexity of the music world as it deals with the unprecedented collapse of touring caused by the coronavirus pandemic.
Virtually all events were taken off the road by mid-March, and promoters, talent agents and artists have been scrambling since then to set new dates for shows. Many of those parties have described that process as nearly impossible, since tours are usually set months in advance. Even if a safe date for touring could be determined, tours reaching major venues like stadiums and arenas may have to wait for sports teams — which are often tenants of those buildings — to determine their own schedules before dates can be secured.Virtually all events were taken off the road by mid-March, and promoters, talent agents and artists have been scrambling since then to set new dates for shows. Many of those parties have described that process as nearly impossible, since tours are usually set months in advance. Even if a safe date for touring could be determined, tours reaching major venues like stadiums and arenas may have to wait for sports teams — which are often tenants of those buildings — to determine their own schedules before dates can be secured.
Updated May 28, 2020
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.
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.
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.)
More than 40 million people — the equivalent of 1 in 4 U.S. workers — have filed for unemployment benefits since the pandemic took hold. One in five who were working in February reported losing a job or being furloughed in March or the beginning of April, data from a Federal Reserve survey released on May 14 showed, and that pain was highly concentrated among low earners. Fully 39 percent of former workers living in a household earning $40,000 or less lost work, compared with 13 percent in those making more than $100,000, a Fed official said.
There is an uptick in people reporting symptoms of chilblains, which are painful red or purple lesions that typically appear in the winter on fingers or toes. The lesions are emerging as yet another symptom of infection with the new coronavirus. Chilblains are caused by inflammation in small blood vessels in reaction to cold or damp conditions, but they are usually common in the coldest winter months. Federal health officials do not include toe lesions in the list of coronavirus symptoms, but some dermatologists are pushing for a change, saying so-called Covid toe should be sufficient grounds for testing.
Yes, but make sure you keep six feet of distance between you and people who don’t live in your home. Even if you just hang out in a park, rather than go for a jog or a walk, getting some fresh air, and hopefully sunshine, is a good idea.
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.
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.
Charity Navigator, which evaluates charities using a numbers-based system, has a running list of nonprofits working in communities affected by the outbreak. You can give blood through the American Red Cross, and World Central Kitchen has stepped in to distribute meals in major cities.
“Everyone in the industry is working together to try and save as many of these shows as we can so we can save as many jobs that go with them,” Joe Berchtold, the president of Live Nation, said in a statement. “And we’re trying to reschedule thousands of events at the same time while having very limited information as to exactly when governments will allow venues to reopen. It’s a massive effort and a massive challenge but the entire industry is working through it together.”“Everyone in the industry is working together to try and save as many of these shows as we can so we can save as many jobs that go with them,” Joe Berchtold, the president of Live Nation, said in a statement. “And we’re trying to reschedule thousands of events at the same time while having very limited information as to exactly when governments will allow venues to reopen. It’s a massive effort and a massive challenge but the entire industry is working through it together.”
Talent agents say that many artists are eager to tour, yet do not want to be perceived as holding their fans’ ticketing money hostage if they wait too long to announce new dates. In recent days a handful of superstar acts, like Bon Jovi, have canceled summer tours outright rather than postpone indefinitely.Talent agents say that many artists are eager to tour, yet do not want to be perceived as holding their fans’ ticketing money hostage if they wait too long to announce new dates. In recent days a handful of superstar acts, like Bon Jovi, have canceled summer tours outright rather than postpone indefinitely.
“This will enable ticketholders to get refunds to help pay their bills or buy groceries,” Bon Jovi said when announcing their decision.“This will enable ticketholders to get refunds to help pay their bills or buy groceries,” Bon Jovi said when announcing their decision.
How many fans will ultimately request refunds is unclear. In a recent note to investors, Morgan Stanley estimated that Live Nation could have to pay as much as $1 billion in ticket refunds this year.How many fans will ultimately request refunds is unclear. In a recent note to investors, Morgan Stanley estimated that Live Nation could have to pay as much as $1 billion in ticket refunds this year.
Ticketmaster said that the company has already processed $400 million in refunds, but that for rescheduled events, only 3 percent of customers have requested refunds and that the majority prefer to hold their tickets and attend a new date.Ticketmaster said that the company has already processed $400 million in refunds, but that for rescheduled events, only 3 percent of customers have requested refunds and that the majority prefer to hold their tickets and attend a new date.
But for fans like Liad Holtzman, a 33-year-old biomedical engineering student, the refund is paramount. In an interview before Live Nation announced its latest policy change, Mr. Holtzman said he had spent about $350 on tickets to two concerts that have been postponed, and has been frustrated in his attempts to get his money back.But for fans like Liad Holtzman, a 33-year-old biomedical engineering student, the refund is paramount. In an interview before Live Nation announced its latest policy change, Mr. Holtzman said he had spent about $350 on tickets to two concerts that have been postponed, and has been frustrated in his attempts to get his money back.
“They’re not the bank,” Mr. Holtzman said. “I do not think it’s fair for them to hold my money.”“They’re not the bank,” Mr. Holtzman said. “I do not think it’s fair for them to hold my money.”