The Federal Consumer Protection Agency (Profeco) announced that an agreement was reached with Ticketmaster for the reimbursement of 500 consumers affected by a “unilateral cancellation” of tickets by the ticketing company. How can you request a refund?
Through a Profeco statement It was announced that this agreement will benefit those who were affected between January 1, 2020 and December 31, 2023.
The agreement put an end to a class action lawsuit, which was initially filed by 434 consumers, who complained about the unilateral cancellation of their ticket purchases for all types of entertainment events.
Who can request a refund from Ticketmaster?
Profeco stated that those consumers who were affected by the cancellation of events caused by the COVID-19 pandemic will only be reimbursed for the value of the ticket. The rest will receive the full cost of the ticket plus service charges and a 20 percent bonus in accordance with the law.
Therefore, those who have suffered a unilateral cancellation by “Ticketmaster” without receiving a refund during this period, may request the cost of the tickets paid for.
With the actions considered in this agreement, the beneficiaries are compensated with a total amount that reaches more than 3.4 million pesos.Profeco detailed
What documents do I need to submit to receive a refund from Ticketmaster?
To receive your refund in case you have been affected by Ticketmaster, you must present a series of documents that are stipulated in the “Collective Adhesion Instructions” in the Profeco website:
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Electronic and/or physical consent form in favor of the Federal Consumer Protection Agency (signed by the holder of the bank card with which the payment was made; in case of cash payment, signed by the user of the online purchase portal).
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Current official identification of the consumer (front and back).
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The consumer is understood to be the holder of the bank card used to make the payment; in the case of cash payment, the holder of the online shopping portal user.
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Report of events. Free handwritten statement (not computer-based) signed by the affected consumer, indicating the manner, time and place in which the events occurred.
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Documents proving the consumer relationship.
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Account statement (mandatory), payment receipt, emails or purchase confirmation messages from the supplier (mandatory), among others.
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Unilateral cancellation email from the supplier sent after the purchase was made (mandatory), evidence of the promotion and/or the terms and conditions of the promotion, etc.
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Any other document related to the affectation.
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Additional Personal Data Form. (Signed by the holder of the bank card used to make the payment; in case of cash payment, signed by the user of the online shopping portal).
This information must be sent to acolectivas@profeco.gob.mx. This documentation must be sent in a PDF document that does not exceed the capacity of 15 Megabytes and that respects the order stipulated above. You can submit these documents until October 24, 2025.
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Finally, Ticketmaster made a commitment through the mobile app “Ticketmaster MX App”, which will have the objective of the safe purchase and use of tickets for consumers.