Court order forces Viagogo overhaul

Viagogo must “overhaul the way it does business” under a court order secured by the competition watchdog following legal action launched over concerns the site was breaking consumer protection law.

The Competition and Markets Authority (CMA) said the High Court order was “a victory for anyone who decides to buy a ticket through Viagogo” and will ensure customers know key facts such as what seat they will get and if there is a risk they will be turned away at the door.

The order is the result of legal proceedings launched by the CMA in August over concerns the secondary ticketing site was breaking consumer protection law. Under the order, Viagogo must tell ticket buyers if there is a risk they will be turned away at the door, inform consumers which seat in the venue they will get and provide information about who is selling the ticket to allow the customer to benefit from enhanced legal rights when buying from a business.

It must also not give misleading information about the availability and popularity of tickets, which the CMA said had the potential to lead to customers rushing into making a buying decision or making the wrong choice.

The order will also make it easier for consumers to get their money back under Viagogo’s guarantee when things go wrong and ensure the site does not repeat historic failures.