Harry Styles concert not as described
This week saw the start of the Harry Styles Together, Together tour. After the first two shows at Amsterdam’s Johan Cruijff Arena over the weekend (May 16–17), clips on social media showed some concertgoers struggling to see the performance due to a large production set-up, prompting a lot of criticism across social media about the tour’s staging design.
The Jeremy Vine Show on BBC Radio 2 invited me to provide details of your consumer rights when you have a problem with not being able to see a whole event.
Jeremy Vine BBC Radio 2 21/05/26
(Starts at 34 minutes in)
I regularly appear in the media providing opinion and advice on consumer rights and topical matters, you can see more on my media page.
Not getting what you paid for
Every day, consumers ask me a variety of questions across my social media platforms, Instagram, Facebook, TikTok Threads, on my blog and in the media. In my weekly The Complaining Cow Consumer Column, I cover common issues, so thought it would be useful to answer this one on your rights when you don’t get what you think you paid for at a concert.
Here is my TikTok video providing an overview of your rights when you have a restricted view:
@thecomplainingcow With Harry Styles event complaints trending Here’s what consumers need to know if an event, VIP package or experience isn’t what was promised Including possible refund and compensation rights #HarryStyles #consumeradvice #concerts #refunds #tickets
If a seat is described as having a “restricted view” then that’s what you paid for. However, if you have paid the same as any other ticket with a full view, then clearly you have been unfairly treated. Under the Consumer Rights Act 2015 you are entitled to products and services that are “as described”. You should therefore be entitled to a partial refund. Ultimately, it would be for a judge to decide in the Small Claims Court as to how much this should be. The basic premise is what an average person would deem as reasonable.
If the ticket was sold as having a “restricted view” or the venue warned about possible obstruction, refunds would be much more difficult to claim..
If fans paid premium prices for “front pit”, “early entry”, or “best view” packages and the stage design unexpectedly blocked major portions of the performance, they should have a stronger argument for a partial refund.
How to calculate a partial refund
This is not an exact science nor is there a simple formula or answer. However, consider the following and work on a figure that appears reasonable, considering:
- how serious the problem was
- how much of the service was affected
- what was advertised/promised/described
- whether you still received some benefit and how much
- and what evidence supports the reduction in value
Refer to your thoughts on the above in your complaint.
Evidence provided by Harry Styles team to help get a partial refund
The fact that Harry Styles’ team has publicly acknowledged the problem – and announced stage modifications in response to the complaints – is further evidence you should use in your refund request. It shows that the organisers accept that the original setup was defective or not adequately disclosed and that future audience members with the same tickets on a different day will have a better view for the same price.
Oddly, though, the BBC reported Harry Styles tour ‘actively working’ on staging after fan complaints and in the article refers to a statement made by Harry Styles on Instagram. It would appear that was a post in ”Stories”, designed to only be visible for 24 hours! However, other outlets have reported on the statement and numerous accounts on Instagram have shared what was said. This would be enough for your evidence.
If you paid for tickets to an event where you did not get what was described, write to the company from which you bought your tickets, following the Top 20 tips for complaining effectively and request a partial refund.
How to get redress if event organisers refuse
If the ticket seller refuses to provide a partial refund and your purchase was over £100 and paid for on a credit card, the bank is jointly liable and you can submit a “Section 75” refund request. If the amount is under £100 or paid for with a debit card you can try a “Chargeback”. See my article How to claim refunds using credit and debit cards, Consumer Credit Act 1974.
Related event posts
My article How to complain about a cancelled event explains your rights if the event does not go ahead at all, including consequential loss or if part of what was advertised does not happen.
The article All you need to know about secondary tickets and touts provides details on secondary ticketing, touts and scams.
How to complain to get refunds and more
Top 20 Tips on how to complain effectively.
Should you need more help with your legal rights explore the blog and get the book packed full of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
Want to get better at complaining? See 101 Habits of an Effective Complainer
Save yourself time and effort finding the laws and wording a letter of complaint and download a template, fill in your details and get that redress
The post What are my rights when an event is not as described? appeared first on The Complaining Cow – Consumer Rights, Complaints and Customer Service Expert.