Ticketmaster reportedly urged its staff to “stay quiet” after complaints that disabled Billy Joel fans were put in sections at Old Trafford with no stage view.
Those located in the south stand have requested refunds from Ticketmaster after hundreds of people found they were left with a view of the side of the stage and unable to even see the big screens.
The concert, which took place last week was Billy Joel’s only UK show this year, left many fans feeling frustrated and let down.
While many people were able to relocate themselves within the stadium, it caused “chaos and confusion” and they ended up missing some 45 minutes of the start of the performance.
SJM, the show’s promoter, issued an apology and told ticket holders to refer to their point of purchase to seek refunds or compensation.
However, an insider told the Manchester Evening News that Ticketmaster’s customer service team have been instructed to stay quiet on social media while an official statement is drawn up.
@TicketmasterCS How is this acceptable? We, along with 100’s of others paid £60 per ticket for this view. After missing 45 mins of the gig we were moved to another seat and guess what? We still couldn’t see Billy Joel.
Refund please and details of the process. pic.twitter.com/68O8GdyMy1
— Stu Arbon (@stuarbon) June 17, 2018
“We couldn’t be moved because my wife and my grandson couldn’t manage the stairs,” said one fan whose grandson suffers with Spondyloepiphyseal dysplasia (SED), a form of dwarfism that severely limits his mobility, Manchester Evening News reports.
“People in our block were going down to talk to the stewards about their seats. This was a hazard in its own, because the aisles and gangways were all blocked. Stewards started sending people down on to the pitch, but then stewards on the pitch were sending them back again. It was pandemonium.”
— Steven Jones (@stejones1971) June 17, 2018
A Ticketmaster spokesperson said: “We are working closely with the promoter SJM and are pleased to say that some refunds are already being processed.
“Our customer service team based in Manchester have been working hard to ensure that all affected customers are provided for, and this will be completed within the next seven working days.”