Ticketmaster Forced to Improve Transparency After CMA Oasis Ticket Investigation
LONDON, 22 January 2026 – Ticketmaster has been compelled to overhaul its UK ticket sales practices after an investigation by the Competition and Markets Authority (CMA) into the controversial sale of Oasis reunion tour tickets. The regulator secured legally binding commitments from the ticketing giant to provide fans with clearer, upfront information on pricing and to cease using misleading ticket labels.
The CMA Investigation
The CMA launched its investigation in September 2024 following widespread complaints from fans during the Oasis ‘Live 25’ tour ticket sale. Consumers reported being left in lengthy online queues without knowing final ticket prices, and many faced sudden price jumps. The regulator examined whether Ticketmaster had breached consumer protection law, specifically the Consumer Protection from Unfair Trading Regulations 2008.
Contrary to widespread belief at the time, the CMA’s investigation concluded that Ticketmaster did not use real-time “dynamic pricing” algorithms for the Oasis sale. Instead, the issues stemmed from a lack of transparency around a two-tier pricing system for standing tickets and the misleading use of “Platinum” labels for standard seats.
Key Findings and Secured Undertakings
On 25 September 2025, Ticketmaster signed formal undertakings with the CMA to address the regulator’s concerns. These commitments, provided voluntarily without admission of wrongdoing, are legally binding for a period of two years. Failure to comply could result in enforcement action.
| CMA’s Concerns from Oasis Sale | New Commitments from Ticketmaster |
|---|---|
| Fans were not told standing tickets had two price tiers; prices jumped once cheaper tickets sold out. | Fans will be told at least 24 hours in advance if a tiered pricing system is being used and what it means. |
| Fans in long online queues were not told how much tickets would cost. | Fans will see the range of ticket prices when joining a queue and be updated when cheaper tickets sell out. |
| ‘Platinum’ tickets were sold at up to 2.5x the price of standard tickets without offering extra benefits. | Ticketmaster will not use misleading labels and will ensure tickets are described accurately. It has already stopped using ‘Platinum’ labels in the UK. |
Broader Regulatory Scrutiny
The UK action occurs against a backdrop of intense global scrutiny of Ticketmaster and its parent company, Live Nation Entertainment. In the United States, the Department of Justice and 40 state attorneys general filed a major antitrust lawsuit in May 2024, alleging Live Nation-Ticketmaster unlawfully maintains monopolies across the live entertainment industry. Similar competition concerns have been investigated in Ireland and are being examined in Australia.
In the UK, the government is also progressing the Sale of Tickets (Sporting and Cultural Events) Bill, which would ban online price increases while a customer is in a purchasing queue.
Frequently Asked Questions
Was dynamic pricing used for the Oasis tickets?
No. The CMA’s investigation found no evidence that Ticketmaster used real-time, algorithm-driven “dynamic pricing” during the Oasis sale. The price increases fans experienced were due to a tiered system where all cheaper standing tickets were sold first, after which only more expensive ones remained.
Can I get a refund if I overpaid for Oasis tickets?
The CMA’s action did not mandate refunds for past purchases. The undertakings are forward-looking, designed to improve future sales practices. Consumer groups, including Which?, expressed disappointment that refunds were not secured for affected fans.
How do I complain about a Ticketmaster purchase?
Complaints should be submitted directly to Ticketmaster via its online Help Centre. The company states it aims to respond within 28 days. For unresolved issues, consumers in the UK can seek advice from the Citizens Advice consumer service.
What new powers does the CMA have?
Since April 2025, under the Digital Markets, Competition and Consumers Act, the CMA has gained stronger powers. It can now directly fine companies up to 10% of their global turnover for breaching consumer law, without needing to go to court. However, these new powers could not be applied retrospectively to the Ticketmaster investigation.