You buy tickets months in advance. You’re paying for the whole night: the headliner, the openers, the experience. Then, days before the show, nearly the entire lineup changes, and when you ask for your money back, Ticketmaster points to the fine print and says no.

That’s what happened to fans holding tickets for Ed Sheeran’s Loop Tour at Gillette Stadium on September 25 and 26. And it’s why the Massachusetts Attorney General stepped in.

What Happened

The AG’s office received more than 170 complaints from people who couldn’t get refunds after major changes to the lineup for the Foxborough shows. Ticketmaster’s purchase policy says the company can change or cancel opening acts without owing anyone a refund.

Attorney General Andrea Joy Campbell’s office sent Ticketmaster a demand letter. Its position was straightforward: swapping out almost every act on the bill at once is such a big change to what people paid for that hiding behind the purchase policy looks unfair. The letter also reminded Ticketmaster that unfair or deceptive business practices violate the Massachusetts Consumer Protection Act, Chapter 93A.

Ticketmaster responded that the event organizer would allow refunds for tickets bought through Ticketmaster for both Gillette shows.

How to Request a Refund

• Call Ticketmaster Customer Service at 1-800-653-8000, or use one of the contact options on Ticketmaster’s help page.
• Request it at least 24 hours before your show starts. That’s Ticketmaster’s cutoff.
• Only tickets bought through Ticketmaster are covered. If you bought on a resale site, contact that platform directly.

The Bigger Lesson: The Fine Print Isn’t the Final Word

Companies love to point to their terms and conditions like they settle everything. They don’t.

In Massachusetts, Chapter 93A protects consumers from unfair and deceptive business practices, and a policy buried in the checkout process doesn’t give a company a free pass to act unfairly. A contract term can still be unenforceable, or its use can still be unfair, depending on how it’s applied.

This case is a good example of what happens when enough people speak up. Nearly 200 complaints turned a flat no into a refund.

If a business is hiding behind the fine print to keep your money:

• Put your complaint in writing and keep copies of everything: receipts, emails, screenshots of the policy and the change.
• File a complaint with the AG’s Consumer Advocacy and Response Division. It’s free, and as this case shows, it works.
• Talk to a lawyer. Under Chapter 93A, you can send a formal demand letter, and a business that unfairly refuses a reasonable settlement can be on the hook for multiple damages and attorney’s fees.

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