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Online providers of tickets to list unavoidable costs with prices

The Netherlands Authority for Consumers and Markets (ACM) calls on online providers of tickets for concerts, theatre shows, and festivals to comply with the rules on displaying prices clearly. Consumers are currently often confronted with all sorts of mandatory costs during the booking process. This is not allowed. The law stipulates that providers must include all unavoidable costs (calculated per ticket) in the base price. At the start of the booking process, providers must clearly indicate the mandatory costs that apply per booking (so not those per ticket). Providers are allowed to display at a later stage in the booking process the costs for any additional options that are not mandatory.

Bernadette van Buchem, Director of ACM’s Consumer Department, explains: “Consumers cannot be confronted with additional costs that they were always required to pay during the booking process. Clear prices are not just important for consumers, but also for business owners that compete with each other.” Online ticket providers have until 1 October to adjust their practices.

Clear prices

‘Clear prices and conditions‘ is one of ACM’s key priorities. ACM wants prices to be transparent for consumers. With clear prices, consumers are able to compare services and products easier. This promotes fair competition between businesses. Consumers benefit from this in the form of competitive prices, higher quality, and better service.

Many consumers had filed complaints with ACM about the costs of tickets for concerts, theatre shows, and festivals. They particularly reported that they were confronted with additional costs during the booking process that were not indicated beforehand, but that they still had to pay such as administrative costs, service fees, or print costs. Tickets that initially seemed like a good deal, soon became considerably more expensive, up to 20% more than the original price.

ACM calls on the leading providers of tickets for concerts, theatre shows, and festivals, and their organizers to adjust the prices displayed on their websites before 1 October. ACM will then check again if they display their prices correctly. If this is not the case, ACM can force them to do so.