Hong Kong authorities step in as complaints over Coldplay ticketing errors mount
Xiaohongshu account of tourism minister hit with complaints from angry mainland Chinese music fans after Cityline says some tickets will need to be exchanged.Â
(From left) Jonny Buckland, Chris Martin, Will Champion and Guy Berryman of Coldplay perform onstage at Rose Bowl Stadium on Sep 30, 2023 in Pasadena, California. The band is set to perform in Hong Kong on Apr 8, 9, 11 and 12 as part of the group’s Music of the Spheres world tour. (Photo: Monica Schipper/Getty Images/AFP)
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Hong Kong authorities are “highly concerned” about misprinted information on tickets for Coldplay’s concerts at Kai Tak Stadium next month and have told ticketing agent Cityline to provide remedial measures including refunding handling fees.
In a statement issued shortly after Cityline informed ticket holders on Saturday (Mar 22) night they would need to exchange their standing-room tickets for new ones, the Culture, Sports and Tourism Bureau said it was highly concerned about the errors found on some of the printed tickets.
Cityline was told to handle the matter “swiftly and properly to ensure that the experience of ticket holders would not be affected”, the bureau said.
It added the company had agreed to add more ticket exchange locations such as in mainland China, allow fans to swap the tickets right up until the shows started and refund handling fees for affected buyers.
The misprint concerned standing tickets priced at HK$1,399 (US$180) delivered by DHL.
The pop band will play Kai Tak Stadium on Apr 8, 9, 11 and 12 as part of its Music of the Spheres world tour.
The Consumer Council said that as of 7pm, it had received 17 complaints over the tickets exchange.
Cityline apologised to consumers, but incensed fans over the border bombarded a Chinese social media account of Secretary for Culture, Sports and Tourism Rosanna Law Shuk-pui to express their disappointment and call for remedies.
In an email sent out before the bureau stepped in, the company said fans would need to exchange their tickets at one of seven locations between Mar 24 and Apr 7 and the previous tickets would be deemed invalid.
Cityline later announced that two more locations had been added, booths would be set up at the stadium for ticket exchanges and handling fees would be refunded.
According to an email sent to ticket holders seen by the Post, the locations are in North Point, Prince Edward, Tsim Sha Tsui, Kwun Tong, Tai Wai, Tsuen Wan and at the Hong Kong International Airport.
For ticket holders on the mainland, Cityline has set up exchange points at cross-border bus stations in Guangzhou and Shenzhen in Guangdong province.
More than 100 ticket holders complained on Law’s Xiaohongshu account, urging her to ensure that fans outside Hong Kong could exchange their tickets for new ones.
One user named Momo questioned the earlier limits placed on the ticket exchange window and the number of locations offered.
“The time limit and geographical restriction on exchanging tickets has single-handedly increased the cost for consumers to get another ticket,” Momo wrote. “[Cityline] hasn’t laid out compensation plans for cross-border consumers’ additional travelling fees and losses from hindrances to their work.”
Another user named Paul urged Law to pay attention to the matter.
“Minister Law, please take some time out for the Cityline ticket exchange saga. Audience members have done nothing wrong, but they have to dedicate time and effort to exchange their tickets,” he wrote. “It’s fine if they’re in Hong Kong, but it’s a hassle if they’re on the mainland.”
Tickets for the originally announced three shows went on sale in October and sold out within minutes, with some quickly reappearing on resale platforms such as Carousell and Facebook Marketplace at a premium several times the original price. A fourth date was added later.
This is not the first time Cityline has attracted complaints over its ticket handling. Last month the Consumer Council said it received at least nine complaints related to the purchase of ComplexCon tickets, involving HK$39,479 in total, as fans complained that a glitch in the online purchasing process had changed the dates they wanted.
The organiser of the pop culture festival also said there were “suspected anomalies” linked to online sales for the highly anticipated performance by K-pop girl group NJZ, formerly NewJeans, with new ticketing arrangements being put in place.
But Cityline denied any system irregularities involving the sale.
This article was first published on SCMP.
