What to do if your tickets are canceled or cloned on Ticketmaster?
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(CNN Spanish) --
An unprecedented number of canceled and apocryphal tickets for the first of two concerts by Puerto Rican star Bad Bunny at the Azteca Stadium in Mexico City as part of the closure of his "The World's Hottest Tour" tour, left hundreds of people without the possibility of entering the show, causing crowds and complaints at the main doors of the venue.
Dozens of people who had arrived hours in advance, some even camped out for days to be among the first to enter the Azteca, denounced irregularities with their tickets, so even legitimate tickets that were purchased through the official Ticketmaster Mexico channels were cancelled.
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CNN was able to witness how dozens of people were denied access on the grounds that their tickets were apocryphal, causing tears and despair among some of them.
“He scanned the ticket and I saw how he took out the green tick on his machine, told him (staff at the access door) 'your ticket did not pass.'
They took the ticket (from her companion) and she did not want to give it to her, I wanted to take it from her, but I could not and they began to take me out of the place, ”one of the affected users told CNN, who did not provide the name of she.
"I didn't come from Isla Mujeres to have them do this to me. I paid more than 9,000 pesos for the ticket at Ticketmaster (about $455) so that they tell me that my ticket is fake!" Valeria Carrillo, another of those affected, told CNN .
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In social networks there were innumerable complaints from users who were affected by this situation.
“I trained from the early morning.
I got my ticket from a Ticketmaster center and it arrived and of all my friends, mine is the only one that didn't go through.
They cloned it on Ticketmaster," a Tik Tok user tearfully narrated.
The anger among the public that could not enter the first Bad Bunny show — which registered 85,000 attendees, according to the Westwood Entertainment company that operated the event — caused some to climb through the front door of the so-called Colossus of Santa Ursula and want to jump security filters.
Through a statement, Ticketmaster México acknowledged that "the inconveniences in access were the result of the presentation of an unprecedented number of false tickets, which caused an unusual crowd of people and an intermittent operation of our system."
"The above generated confusion and complicated the entrance to the stadium, with the unfortunate consequence that some legitimate tickets were denied entry," he added in the document.
The company apologized to the affected users and announced a refund to people who purchased legitimate tickets who have not been able to access the concert.
On Friday night, the head of Mexico's Federal Consumer Attorney's Office, Ricardo Sheffield, described on Twitter that this instance had already requested a report from Ticketmaster Mexico about what happened at the Azteca Stadium and asked affected consumers to formalize their complaints at the terms of the law.
“The Azteca Stadium will request reports from Ticketmaster regarding what happened and will evaluate the corresponding actions,” the stadium administration said in a statement on Friday night.
The cases of cancellation or duplication of tickets for concerts operated by Ticketmaster México and the promoter Ocesa have increased in recent months for massive concerts, as reported by users of that famous ticket sales platform.
Profeco told CNN that from 2018 to October of this year it has received 433 complaints from users about irregularities.
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