This article is regularly updated as soon as new information is available. Further details around this topic are discussed in our online blog.
Voucher solution of the German Federal Government
The federal government has launched a legislative initiative on April 8th, which will be discussed by the Bundestag and Bundesrat presently. The initiative aims to afford event organizers the opportunity to issue a voucher instead of a regular refund for any events canceled, rescheduled or postponed due to the coronavirus pandemic situation and which you are unable or unwilling to attend if there is a new date. We provide information that corresponds to the current draft of this initiative below. If any changes occur, we will update the information accordingly.
Who is the organizer of my event?
Ticketmaster is not the event organizer of your event. When you purchase through our service, we act as a mediator or commission agent and direct the ticket purchase between you and the event organizer on your behalf. You can find the event organizer printed on your ticket or on www.ticketmaster.de when you call up the respective event page and click on “Info”. You will find the organizer under the section Promoter Details.
Is my event covered by the voucher solution?
This intended arrangement applies to any ticket purchased before March 8th, 2020 concerning recreational events, i.e., music, sporting, and cultural events. Different regulations may apply to season passes.
Why a voucher solution?
The live-entertainment industry is currently in a dramatic situation due to the event bans caused by the pandemic situation. This was the first industry to be affected by the COVID-19 restrictions and will most likely be the last. While events are banned, the income for those artists and organizers is lost. To protect them against insolvency, the German Federal Government has developed the voucher solution. This affords event organizers the flexibility to keep the business running, provide you with an appropriate service, and make sure that you can attend events in the future.
How does the voucher work?
The voucher solution of the German Federal Government allows for vouchers to be issued to customers in the amount of the initially purchased tickets instead of a classic refund. The voucher will be redeemable for any available event by the same event organizer. If you have not redeemed your voucher or have credit left on your voucher by Dec 31st, 2021, you are entitled to a refund of the remaining balance on the voucher.
If the pending legislation includes a hardship provision (e.g., if the voucher in lieu of a refund is deemed an unreasonable measure due to your personal circumstances), we will accommodate this and offer a refund before the
How does Ticketmaster help me with this?
Ticketmaster acts as the mediator between the event organizer and the customer – we are not the event organizer. However, we will do everything in our power to make the voucher solution as user friendly as possible. We are currently developing a tech solution to accommodate content of the pending legislation. If an event organizer decides to use our solution, we will still be your contact. In any case, we will reach out to you via email (after consulting with the event organizer).
What should I do now?
If your event has been canceled or rescheduled, you do not need to do anything at the moment. We will reach out to you and inform you about the next steps. Please bear with us – we have to coordinate with each and every event organizer regarding the voucher solution. And don’t forget that we are still waiting on the legislation to be finalized.
In the meantime, please refrain from sending us your tickets or sending queries to our customer service – we will be in touch. That’s a promise!
I am worried about the Coronavirus Covid-19 and do not want to attend my event. Can I get a refund?
If your event takes place and has not been canceled yet, this will have been decided in consultation with the local authorities. In such a case, it is unfortunately not possible for us to offer you a refund.
Due to the Coronavirus Covid-19 situation, I do not want to participate to that event anymore. Can I make a claim through my ticket insurance?
The ticket insurance available on our website is offered by insurance carrier Allianz. Please contact Allianz directly.
What happens if my event is canceled or postponed due to the Coronavirus Covid-19?
If your event is canceled due to the Covid-19 situation, we will reach out to you to explain the next steps. We will also reach out and explain the procedure if your event is rescheduled for the same reason.
In any case: You do not need to contact us – we will reach out to you.
What measures are venues taking to fight the Coronavirus Covid-19?
You can find more information directly on the website of the respective venue.
Is there a risk in attending an event?
Covid–19 is an infectious disease that can result in serious and potentially fatal illness. There is a risk of the transmission of Covid–19 in any environment where people gather. This risk increases in enclosed spaces and with increased numbers of people. The World Health Organisation (WHO) has advised that the elderly and those with underlying medical conditions are more vulnerable. Further information can be found on the WHO’s website: https://www.who.int/health-topics/coronavirus#tab=tab_1.
Whilst Event Partners should all be adopting enhanced safety measures to help attendees stay safe, the risk cannot be completely eliminated. By attending an event, you assume all risk associated with Covid-19 (unless caused by the negligence the Event Partner and/or their vicarious agents). You must also:
- abide by all government guidance aimed at preventing the transmission of the virus (details of which can be accessed via the following link https://www.infektionsschutz.de/coronavirus-alt/fragen-und-antworten/sich-und-andere-schuetzen.html and
- follow all directions provided by the Event Partner and their staff members.
Ticketmaster sells tickets on behalf and in the name or in commission of our Event Partners (including venues) and is not responsible for organising or delivering the events themselves. Ticketmaster does not accept any risk associated with attending an event or otherwise linked to Covid-19 (unless caused by our negligence or our vicarious agents). Please see our terms and conditions for further details.
What if I have recently been diagnosed with Covid, have Covid-like symptoms, am quarantining/self-isolating or think I might have been exposed to someone who has Covid?
Please check local health advice for your area and the area where the show is taking place. The latest [national] guidance is published here: https://www.infektionsschutz.de/coronavirus-alt/fragen-und-antworten/sich-und-andere-schuetzen.html
What is being done at venues to minimise the risk of spreading Covid-19?
Venues should all be adopting new and enhanced safety measures to help attendees stay safe. Please refer to the venue’s website for specific information.