Recently, a number of consumers reported on social platforms that some orders for Jolin Tsai's Guiyang concert 1290 yuan ticket stall were matched to the 1590 yuan ticket stall area, and some of the positions were even higher than the seats purchased for 1590 yuan. It is understood that the audience who adjusted the seats in this part had previously encountered a forced refund by Maoyan.
On the evening of April 11, Maoyan issued a statement, admitting that due to manual error, it mistakenly judged some of the 1,290 yuan ticket files as "multi-platform repeated ticket purchases" on April 8 and initiated a refund operation. At 11 o'clock on April 9th, Maoyan handled the second ticket purchase for this part of the audience, but the original 1290 yuan ticket file had been sold for the second time when the problem was found, resulting in insufficient inventory, so Maoyan adjusted some of the audience to 1590 yuan ticket stalls, and the price difference was borne by Maoyan itself.
The relevant statement issued by Maoyan
In response to this response, some consumers who bought 1,590 yuan tickets said that they did not buy it, believing that this treatment was very unfair to the audience who bought tickets in the area at the original price. (According to the cover news on April 12)
Jolin Tsai Guiyang concert poster (Source: Weibo)
In order to prevent "scalpers" from scalping, malicious ticket purchases and refunds by illegal persons, and disrupting the ticketing market, many official ticketing platforms will now monitor whether the performers have repeatedly purchased tickets on multiple platforms through their real-name information, and if they find duplicate ticket purchases, the order will be canceled. This measure was originally intended to standardize the order of ticket sales and protect the rights and interests of ordinary audiences, but because of the mistakes of the platform staff, it brought trouble and trouble to the audience.
As we all know, tickets for popular concerts are not easy to buy now, and if you want to grab a concert ticket, in addition to paying at face value, you even have to fight for speed, Internet speed, popularity and luck to grab a concert ticket for your favorite singer, which is a very happy thing for consumers, and the emotional value is full. You can imagine how shocked and sad those who had bought tickets and were looking forward to the concert suddenly found that their orders were canceled for no reason. The platform's "discount" to help this part of the audience "upgrade" can be regarded as making up for and comforting them.
Spectators who were refunded due to mistakes were "upgraded" for free (screenshot of social platforms)
However, the location of the concert is different from the hotel and the airplane, it is an audio-visual experience of one session, and the location is closely related to the viewing experience, there is actually a faint "competition" relationship between the audience, in order to appease the audience who were wrongly refunded, they were arranged to be better than the audience who bought the ticket at the original price, in fact, it was artificially created a new unfairness, causing dissatisfaction among consumers who bought 1590 yuan tickets, because it was obviously the ticketing platform that did the wrong thing, but the "sense of deprivation" But it was up to them to bear it, and they suffered "unequal" treatment before they watched the performance, and anyone who changed it would feel unhappy.
Jolin Tsai's concert seating map (Source: Cover News)
Moreover, the platform's handling method has also raised new questions, because the tickets for this concert were all sold out, why are there still seats at the top of the 1590 yuan ticket stall for the platform to take out "adjustment"?
This series of problems is indeed caused by the platform's mistakes, if the platform is more cautious when dealing with the problem, and confirms with the relevant ticket buyers whether they have repeated ticket purchases, instead of hastily canceling the order, then everything that follows will not happen. The platform's mistakes should be remedied by the platform, rather than being "paid" by another part of normal ticket buyers at the expense of the viewing experience.
In recent years, consumer complaints have continued to grow because of concert ticketing problems, and many netizens have complained that it is difficult to grab tickets for concerts now, and it is also difficult to refund tickets. As an increasingly important part of the performance market, ticketing platforms should take the initiative to take responsibility, effectively protect the legitimate rights and interests of users and consumer experience, and maintain the healthy development of the business format.
The popularity of theatrical performances comes from the enthusiastic support of the audience, and the audience can be said to be the parents of food and clothing in the performance market, and only by attaching importance to the audience's consumption experience can the industry have a long-term and healthy development. Under the guidance and supervision of the competent authorities, the performance ticketing market should strengthen industry self-discipline, crack down on "scalpers", operate in good faith, standardize services, optimize the audience experience, and provide everyone with an open, fair and just performance environment.
Source: Jimu News