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The Competition and Markets Authority (CMA) opened an investigation into Ticketmaster’s Oasis reunion-tour ticket sale on 5 September 2024. It later said it had found no evidence that Ticketmaster used real-time algorithmic dynamic pricing, but it raised concerns about what fans were told and secured voluntary commitments intended to improve information in future ticket sales. The CMA did not make a finding that Ticketmaster had broken consumer law.
Why the CMA opened an investigation
The CMA’s investigation concerned Ticketmaster’s primary sale of tickets for Oasis’s reunion tour. Primary tickets are sold for the first time at an original price set by an artist, organiser or box office; secondary tickets are resold after that initial sale, often for a different price. The CMA’s announcement on 5 September 2024 said it would examine whether Ticketmaster might have engaged in unfair commercial practices, whether buyers received clear and timely information about prices, and whether pressure to decide quickly led people to pay more than they understood they would.
At the time, the CMA stressed that opening an investigation did not mean it had concluded that Ticketmaster had broken consumer-protection law. Its initial questions included whether fans had been told that prices could vary with demand, how prices would work, and what they would pay. Read the CMA’s announcement of the investigation.
What concerns the CMA identified
In its later account, the CMA described concerns about information provided during the sale, rather than announcing a finding that Ticketmaster had infringed consumer law.
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- Two price levels for standing tickets: Fans waiting in online queues were not told that standing tickets were available at two price levels. The higher-priced tickets remained after the cheaper ones sold out.
- Prices during the queue: Fans were not told how much tickets would cost while they waited.
- Platinum ticket descriptions: Some tickets labelled “platinum” were sold without sufficient explanation that they offered no additional benefits over some Standard tickets in the same venue area. In a March 2025 progress update, the CMA said some Platinum tickets were priced at near 2.5 times the price of equivalent Standard tickets. That was the CMA’s description of its concern, not a general measure of all Platinum tickets.
The sale was large in scale: the CMA said more than 900,000 tickets were sold during it. The figure is the CMA’s account in its March 2025 progress update, not an estimate of the number of people who tried to buy tickets.
Did Ticketmaster use dynamic pricing?
On 25 September 2025, the CMA said it had not found evidence that Ticketmaster used an algorithmic model to change prices in real time in response to changing conditions such as high demand. That conclusion is specific: it is not the same as saying the CMA found no transparency concerns, or that every aspect of the sale was beyond scrutiny.
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A higher price appearing after cheaper tickets sell out does not, by itself, establish real-time repricing. Under pre-set tiered pricing, prices are fixed in advance at different levels; once lower-priced tickets are gone, buyers may see only higher-priced options. The government’s explanation distinguishes that model from dynamic pricing, which it describes as prices adjusted rapidly and frequently in real time in response to demand. See the government’s response on live-events ticket pricing.
Sarah Cardell, the CMA’s Chief Executive, said: “Fans who spend their hard-earned money to see artists they love deserve to see clear, accurate information, upfront.”
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Rank #3
- STORE AND PROTECT TICKET STUBS - pages are designed to fit rectangular tickets - unusual shaped tickets will NOT fit in these pages - please refer to the images of the product. The pages will hold tickets UP TO 5.25 inches wide and 2.1 inches tall. If your tickets are larger than this, the tickets will NOT fit in the pages.
- INCLUDES 10 CLEAR PAGES WITH FOUR POCKETS -these ten pages have four pockets on each page to hold ticket stubs. There are five additional pages with a single pocket to hold oversized or special ticket stubs.
- PATENTED UNIKEEP CASE IS FULLY ENCLOSED AND SNAPS SHUT - keeps tickets in place.
- CAN HOLD 40 TICKET STUBS (OR 80 IF STORED BACK TO BACK) - using the included pages
- NOTE THAT THE POCKETS ARE SIZED FOR TICKET STUBS - If you still have the full sized ticket, you will need to fold the stub over in order to fit into the pocketed pages. The pages are a great storage option for torn or used ticket stubs.
Was Ticketmaster found guilty?
No. The CMA said it had not made findings about whether consumer law had been infringed. Ticketmaster provided voluntary undertakings focused on future sales, without admitting wrongdoing or liability. The commitments were not a penalty and should not be described as a formal finding that the company broke the law.
The CMA also noted that it had opened the case under its former consumer-law powers. The newer direct-fining regime was not applied retrospectively to this investigation. The signed undertakings set out the commitments and their scope; they do not establish that every Ticketmaster-branded sale or resale transaction is covered. Read the signed undertakings.
Rank #4
- 1. Flexible and practical: Ticket stub holder adopts a 6x9x1-inch blue pu leather cover with a 3-ring clip design, which can be opened and closed freely, allowing you to add or delete inner pages as needed, meet your daily ticket sorting and preservation needs, and make the ticket sorting more orderly,flexibly respond to different ticket storage needs, and meet diverse usage scenarios.
- 2.Sufficient capacity: Ticket stub book contains 40 pcs PVC ticket storage bags (20 page double-sided inner pages), with a size of 4.17x8.62 inches, which can accommodate tickets of most sizes, whether it is concert tickets, movie tickets, air tickets, train tickets, invoices, receipts or other documents, ticket stub album can be easily stored, perfectly protect and clearly display your tickets.
- 3.Durable: The blue pu leather cover has a superior texture, a stylish and beautiful appearance, good wear resistance and waterproof performance, and can effectively protect the internal bills from damage; the PVC storage bag has high transparency, which is convenient for viewing the contents of the bills, and the material is durable, can be used repeatedly, and has a long service life.
- 4.Convenient management: Equipped with 42 pcs 2.8x1.2-inch writable blank stickers, you can freely write ticket information of the ticket on the stickers, which is convenient for you to quickly find and manage tickets, making the ticket sorting clearer and more orderly. At the same time, it is equipped with 5 sets of 0.47-inch lobster clasps and 26 0.6x0.5x0.08-inch letter charms, And with a mini assembly tool to facilitate your installation of the charms, make the ticket stub book more unique.
- 5.Portable storage: The ticket collector organizer is easy to carry and store. Whether it is placed in a desk, filing cabinet or handbag, it can be easily stored, and the bills can be easily taken out for viewing or sorting anytime, anywhere, which brings great convenience to bill management. This ticket stub diary book is also a thoughtful gift for friends who like stamp collecting and commemorative tickets.
What Ticketmaster agreed to change
The CMA said the commitments are intended to make information clearer before and during future online ticket sales. They cover specified parts of Ticketmaster’s consumer-facing primary-market sales, subject to exclusions and limits in the signed document.
- When tiered pricing is to be used, fans are to be told at least 24 hours before the sale starts and given an explanation of what tiered pricing means.
- People joining online queues are to be shown the available ticket-price range and receive regular updates when cheaper tickets sell out.
- Ticket descriptions are to make clear what buyers receive and whether one ticket is better than another. Separately from providing the undertakings, Ticketmaster stopped using “platinum” labels in the UK.
The signed undertaking says measures should be implemented within four weeks where reasonably possible and no later than six weeks from signing. Its scope has limits: for example, it carves out certain services where Ticketmaster acts only as a payment provider and the event host sells the ticket, and it specifies limits relating to Universe and TicketWeb. The document, rather than the Ticketmaster name alone, determines whether a particular transaction falls within the commitments.
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The case resulted in commitments to provide more information in future covered sales, not a ruling on every consumer-law question or a general resolution of ticket resale. The government’s response said existing consumer law already requires price transparency and that it did not intend to bring forward new legislative proposals on live-events pricing practices based on the evidence it reviewed. That policy position does not mean ticket pricing is exempt from consumer-protection law.
For advice about an individual complaint, the CMA says it cannot advise on individual cases and directs people to the relevant consumer-advice organisation in their area. The appropriate service depends on where the person lives; the government’s consumer-protection guidance is a starting point for finding the relevant route.
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