Viagogo Introduces Changes After Music Industry Demands The Ticket Reseller 'Front Up'

Global ticket reseller Viagogo has today announced a number of changes that will be implemented on its Australian website in the wake of the Elton John and Bon Iver ticketing debacle. 

The company is reporting the changes will see "clearer pricing information" and "more transparent information" regarding demand and ticket availability. 

It will also roll out a warning before customers complete their purchase about the risks associated with invalid tickets. 

Cris Miller, Head Of Development at Viagogo, said the changes had been designed to "set a high bar for the ticket resale industry in terms of customer experience, transparency and security".

“We’ve listened to our customers and drawn a line in the sand," he said in a statement today. 

"Our goal is to set the industry standard and ensure all Aussie fans feel safe, secure and confident when accessing tickets they may have missed out on.

“Our aim is to set the standard for the ticket resale market in Australia – to give fans a transparent, safe and secure platform to access tickets they may have missed out on at first release. 

“Now, when fans go to our website, they’ll immediately have an accurate estimate of how much a ticket will cost, the ticket price set by the seller, in addition to all fees, delivery expenses, and tax. This provides fans with clear pricing and ticket information early in the online sale.

“We are also committed to the Viagogo guarantee. This ensures that, if a problem arises, we will step in immediately to provide comparable replacement tickets or a refund. In addition, our customers can contact our customer service support at any time to discuss any concerns they might have.

“We understand our responsibility as a leader in ticket resale and will continue making changes to give Australian fans a better experience."

The announcement comes following an industry statement yesterday from Live Performance Australia that called for Viagogo to "front up". 

"Viagogo’s failure to respond to our requests seems to be consistent with a pattern of behaviour that is contemptuous of our industry, governments and consumers," Chief Executive Evelyn Richardson said.

“If Viagogo can’t respond to questions on behalf of the Australian live performance industry, how can consumers have any confidence in the credibility of a business which has previously been taken to court by the ACCC for its misleading and deceptive conduct?

“We call on Viagogo to come out from behind its PR rep and media comments and meet with the Australian live performance industry. We have a number of important questions we’d like some answers to, including how they will ensure consumers have a clear pathway to timely resolution of ticketing issues and refunds."

Earlier this month, Viagogo resumed advertising on Google after a ban was instated in July.    

“We’ve just got to keep fighting,” Head of Chugg Entertainment, Michael Chugg, told The Music at the time. 

“It’s fucking terrible and people are getting caught up in this shit.

“Google needs to realise they’re doing the wrong thing.”