How intermediaries “make money” by deceiving theater ticket buyers

The long-awaited winter holidays are ahead of us. And they are usually preceded by a gift bustle. It depends on everyone, but I, for example, like to receive and give impressions. This will always be out of time and fashion. We are talking, for example, about buying tickets to a theater, concert, holiday event or performance. You surf theater websites on your computer or smartphone, look at posters, choose something better, click on “hot” offers to grab something in short supply… And at this moment you have no idea that someone invisible has been hunting you for a long time , unobtrusively slips in what you are looking for and pushes you to make a mistake. I experienced first-hand how such “care” can turn out.

Sleight of hand in changing dates

This story happened to me this October. I decided to give a gift to my youngest son. I went to the theater’s website, clicked the “buy tickets” icon, selected the date I needed (3 weeks before the event – the timing in this case is crucial!), location, clicked “place an order” and was somehow redirected to the theater’s website agencies. Moreover, the rules for selling tickets stated that purchasing from an official theater ticket partner is equal in terms of conditions to purchasing tickets on the theater’s website. Then I made a payment transaction and received tickets by email. I was surprised that they were sent from the service of the cellular operator that services my phone number. Then I was even more amazed when I saw that the date of the event did not coincide with the one I had chosen. From the word “absolutely” there were only 6 days left until the day of the performance! Literally 5 minutes after discovering the error, I canceled the order. It wasn’t difficult. After going to the link with tickets, I selected the option to cancel the order and clicked. I received confirmation that the order was canceled and began to expect a refund. But… only half of the money I spent came back.

To find out where the rest went, I entered into correspondence with a theatrical agency. Replies to my letters came quite quickly: within 15–20 minutes.

In the response letter they “calmly” explained to me that “by making a refund, you agreed to the terms of the return. The refund was carried out in accordance with federal law dated July 18, 2019 N193-FZ:

1. less than 10 days, but no later than 5 days before the day of the event – 50% of the ticket price will be returned;

2. less than 5 days, but no later than 3 days before the day of the event – 30% of the ticket price will be returned;

3. less than 3 days in advance – the ticket cannot be returned.”

And then I realized what, obviously, is the “genius” of the scheme of the dodgy agents: somehow replacing the date I needed with another one, which attracts a 50% return (it’s good that it’s not 30!), after canceling the order, I get your little penny.

The second letter I sent was full of indignation. In it, I suggested that “the current situation has signs of unjust enrichment and that it was created by a group of people, that is, with the participation of 2 organizations” – an agency and a cellular operator. I demanded my money be returned in full, to admit my “mistake” and to apologize.

The answer came even faster than the first time. They also “calmly” explained to me that “When you click the “Prepare tickets for return” button, a window is automatically displayed – when you return the funds, there will be a deduction. And the refund will be made in accordance with federal law dated July 18, 2019 N193-FZ.

By clicking on the “Return tickets” button, you agreed to the terms of return.”

Look for truth in dark corners

I remembered very well that there were no return conditions written next to the “cancel order” icon. That is, in the rules for canceling an order that were proposed to me, there was absolutely no transparency of the return conditions.

I indicated these essential points in my next letter to the intermediaries – including the mobile operator company, which again willingly sent me information about the rules for returning tickets, which was somewhat different from the previous one.

Remember the aphorism: “The main thing in investigative actions is not to expose yourself.” So, my correspondence opponents were so confused that in their last letter they pointed to… themselves. Namely. After opening the first link in the list, detailed information with the following content unfolded:

“You can return your ticket using the “Return Ticket” button in your personal account on the website.

Please note that when returning tickets using the Company’s service, a commission of 10% of the cost of the Tickets in the Order will be charged.”

And then – my specific case:

“When the buyer applies for a refund less than 10 (ten) days, but no less than 5 (five) days before the day of the event: no less than 50% of the nominal value of the tickets in the order (193 Federal Law). The specific amount of refund is set by the Event Organizer“ That is, the organizer of the event, for example a theater or a specific concert venue, is responsible for any issues that arise. It is he who makes key decisions, but not intermediaries. In our case The specific amount of the refund was set by the organizer of the event – the theater.

It turns out that the intermediaries in the form of theatrical agencies and their accomplices not only gave me the “wrong” ticket, but also clearly exceeded their authority?

I admit, in my case the cost of the issue was small. Another person, for the sake of “returning the kopecks,” would probably not spend a whole day to achieve justice. Add to this the trembling nerves. Obviously, this is what the calculation was made for.

But the truth is many orders of magnitude more valuable. And then – what can stop a true journalist in his attempts to get to the bottom of the truth?

So, we found out that the mobile operator is a direct partner of the theatrical agency. I contacted his technical support service and made it clear that if they did not help solve my problem, I would have to contact the organizer directly – that is, the theater: I am sure, I said, that the organizer in this case – after all, it was not me who changed the date to tickets! – will meet me halfway and return everything in full. And it worked! I was immediately offered a compromise, which increased to the maximum possible compensation of 10%! This means that everything was not in vain. I returned not only almost 100 percent of the money spent, but also gained knowledge and experience. And from the height of the latter, I am ready to give readers simple but valuable advice.

Firstly, When purchasing tickets for any event, be it a sports competition, a concert or a theater production, do it on the organizers’ website.

Secondly, carefully check the initial data: event name, date, time (or better yet, take a photo of the screen) before clicking the “buy” button. By the way, find out in advance whether you have any discounts on purchasing tickets.

Third, Find out in detail the conditions for handing over tickets in case of force majeure. Or negotiate with friends who will help you out and buy tickets. Do not take such issues lightly, even if you are a wealthy person. Every fraudster relies on the poor memory of the one who is about to be deceived. But when smart and honest people act together, fools and swindlers retreat.