Show ticket insurance | Ticketmaster accused of misleading its customers

Ticketmaster will once again have to defend its practices, and that has nothing to do with the pharaonic price of tickets to see Madonna at the Bell Center, which reaches $3,450 on the floor.

Its way of selling ticket insurance to its customers is “misleading and misleading”, according to the law firm LPC, which wishes to bring a class action. His request for authorization was filed Wednesday in the Superior Court of Quebec.

The online ticketing giant does not ask its customers if they want to “buy” insurance. Rather, they are “forced” to tick “yes” or “no” to the question: “Do you want to protect the purchase of your ticket? sums up the document I obtained.

“There is no mention of the price of the insurance next to the ‘yes’ box and the price is never added to the total price that the [clients] have to pay for their tickets,” adds lawyer Joey Zukran, who is leading the case. So the protection seems to be offered for free, as I wrote in my column last Sunday.

Ticket insurance allows you to obtain 100% reimbursement of your ticket in certain specific circumstances, such as serious illness or a road accident. On reading the contract, however, we are entitled to wonder if it is really useful because the coverage is so narrow. In addition, the price is sometimes high compared to that of the ticket.

But the collective action that LPC Avocats wants to bring tackles something else: the way of presenting the cost of the policy. According to Consumer Protection Act, merchants have an obligation to disclose the total sums to be disbursed by the customer. And this must be done in an “obvious and intelligible” way, reminds the firm in its request.

However, Mathieu Trudelle, who is acting as a representative in this case, discovered that he had paid $17.44 to insure each of his tickets for a Cowboys Fringants show after having concluded the transaction, as I had reported . He is not the only one ; I received a dozen other similar testimonies.

“We think it’s a fraudulent way to sell a product when they have the technological ability to specify the price for other things like parking, for example. I think it’s intentional. They believe customers won’t notice [qu’ils ont payé pour une assurance] or that they won’t bother asking for a refund,” Joey Zukran told me.

The lawyer requests that the Court order the defendants to modify their platforms (website and mobile application), that the sums invoiced to the clients be reimbursed and that the latter receive compensatory damages and punitive damages of $200.

This is not the first time that Ticketmmaster has been attacked in terms of price display. In 2019, the Competition Bureau imposed penalties totaling 4.5 million after determining that the advertised prices were “misleading” since consumers had to pay a fee “added later in the purchase process”.

Other companies are included in the claim, as the insurance policy is underwritten by CUMIS General Insurance Company (a member of The Co-operators) and administered by Allianz Global Assistance (AZGA). Moreover, Allianz Global Assistance also offers ticket insurance on the Air Canada site, notes Ms.e Zukran, and the prices are displayed correctly. Here’s proof, he says, that this company can get it right.

LPC Avocats had succeeded in having a class action authorized against Ticketmaster at the beginning of 2022. The request related to the display of the initial price of tickets resold on its own site (secondary market). An agreement was reached and approved by the Court in October. Those affected will receive $10 credit.

Let’s switch gears to talk about two disappearances in the retail world.

First that of Joey Basmaji, founder of the Jacob clothing stores. “His heart suddenly stopped on December 21, his favorite day of the year, but his memory will live on in all of our hearts,” the obituary tells us. His family did not announce the news publicly. I learned it by chance.


Photo taken from the obituary

The chain of stores he created in Sorel in 1976 marked all the women of my generation by developing its own style. It has already brought together nearly 200 branches and given work to thousands of people.

I closely followed Jacob’s interminable stampede, punctuated by astonishing twists and turns. But I never got to interview Joey Basmaji (real name Joseph). He wasn’t particularly friendly with journalists, let’s say. One day, we met at the courthouse when he came to tell a judge how the National Bank had betrayed him after a long business relationship. Emotional, he seemed disconcerted. It was striking. That his soul rests in peace.

We also learned this week of the surprise closure of the Bizou shops. During my teenage years, it was a must stop during evenings strolling at the mall. At the time, his low-cost, one-of-a-kind jewelry was all the rage. The Sainte-Marie-de-Beauce company was founded in 1982 by the Labrecque family, which no longer gives any sign of life. The head office is empty. Voicemail boxes are full. Shopping malls received no notices. But the website seems to work. It’s mysterious.

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