Concert tickets aren't exactly cheap. Whether you've spent a few hundred or even thousands of ringgit, the last thing you expect is for the event to be cancelled only to be left waiting months for your refund.
If you've found yourself in this situation, don't panic. While refund processes can take time, there are steps you can take to follow up, document the issue and escalate the matter if necessary.
No Clear Communication? That's A Problem
When a concert is cancelled, ticket holders should receive clear information from the organiser.
A proper announcement should explain, where possible:
Why the concert was cancelled
Whether refunds will be automatic
How the refund will be processed
The expected refund timeline
Who ticket holders can contact for assistance
Simply saying that refunds will be processed "soon" without providing a clear timeline can leave customers uncertain about when they will actually receive their money.
If there has been no meaningful update, it's reasonable to ask for clarification.
Contact Both The Organiser And Ticketing Platform
If you bought your ticket through an official ticketing platform, don't just contact the organiser. Reach out to the ticketing platform as well.
Ask specific questions such as:
Has the organiser released the refund funds?
Is my refund currently being processed?
Is there an estimated refund date?
Do I need to submit any additional information?
Has the refund already been issued, and if so, when should it appear in my account?
Try to communicate through email or other channels that provide a written record.
That way, you have documentation of your attempts to resolve the issue.
Keep Every Piece Of Evidence
Don't delete those emails or screenshots just because the concert is over.
Keep records of everything related to your purchase and refund, including:
Ticket confirmation
Payment receipt
Booking confirmation
Refund announcements
Emails with the organiser or ticketing platform
Screenshots of unanswered messages, DMs or comments
Replies promising that refunds will be processed
Any terms and conditions relating to cancellations and refunds
These records can become important if you need to escalate your complaint later.
Don't Just Keep Waiting
Refunds can take time, especially when organisers need to process a large number of tickets.
However, if you're repeatedly told that the organiser is "waiting for updates" without being given a reasonable timeline or your messages are simply being ignored you don't necessarily have to keep waiting indefinitely.
If you've already made several attempts to resolve the issue, consider escalating the matter.
Report The Matter Through KPDN's eAduan
If you believe your consumer rights have been affected, you can consider submitting a complaint through the Ministry of Domestic Trade and Cost of Living (KPDN)'s eAduan system.
When making a complaint, prepare supporting documents such as:
Proof of purchase
Ticket confirmation
The cancellation or refund announcement
Your communication history with the organiser
Screenshots of unanswered enquiries
Any messages showing that a refund was promised but has not been received
The more organised your documentation is, the easier it may be to explain what happened.
You May Also Consider Filing A Consumer Claim
If the refund remains outstanding despite repeated attempts to resolve the matter, eligible consumers may consider filing a claim with the Tribunal for Consumer Claims Malaysia (TTPM).
The tribunal provides a mechanism for consumers to pursue certain consumer disputes without having to go through the ordinary court process.
If you decide to pursue this route, keep documents such as:
Your concert ticket
Payment receipt
Booking confirmation
Cancellation and refund announcements
Emails and messages exchanged with the organiser
Evidence showing your attempts to obtain the refund
Make sure you check the tribunal's current jurisdiction, claim limits and filing requirements before proceeding.
Paid By Credit Card? Contact Your Bank
If you paid for the concert using a credit card, there's another option worth checking.
Depending on your card issuer, the transaction date and the circumstances of the cancellation, your bank may allow you to request a chargeback for a service that was not provided.
However, chargebacks aren't automatic, and eligibility, documentation requirements and deadlines can vary between banks and card networks.
So, if your refund is significantly delayed, contact your card issuer as soon as possible and ask whether you may be eligible for a chargeback.
Don't Let Your Refund Disappear Into "We'll Update You Soon"
A cancelled concert is already disappointing enough. Waiting months without knowing when or whether you'll get your money back can make the situation even more frustrating.
The key is to document everything, communicate in writing and escalate when necessary.
Start by contacting the organiser and ticketing platform. If you're not getting a meaningful response, consider using the appropriate consumer complaint or dispute-resolution channels.
Most importantly, don't throw away your receipts and messages. Your paperwork could be your strongest evidence if you need to take the matter further.
