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„When a Handbag Becomes Luggage.” The President of the Office of Competition and Consumer Protection (UOKiK) has filed charges against Live Nation.
Tomasz Chróstny, the President of the Office of Competition and Consumer Protection (UOKiK), has lodged allegations against the event organizer Live Nation, scrutinizing the company’s policies. In a statement, UOKiK noted that the allegations focus on a prohibition against bringing luggage to events organized by Live Nation and mandatory charges for storing backpacks and handbags in a designated area.
In a statement released on Monday titled „When a handbag becomes 'luggage’ – Live Nation’s concert performances,” the Office of Competition and Consumer Protection (UOKiK) clarified that Live Nation is responsible for organizing artistic events, primarily concerts and festivals, and sells tickets through various online and physical ticket outlets.
The Office has received consumer grievances regarding the enforcement of a prohibition against bringing luggage to events hosted by Live Nation and a compulsory fee for storing backpacks and handbags. Following a review of the company’s regulations, the President of the Office of Competition and Consumer Protection (UOKiK) accused the company of employing unfair terms.
The Luggage Controversy
The office reported that Live Nation forbids backpacks, handbags, and any form of luggage, irrespective of their size, from entering the event premises. Simultaneously, it observed that the company’s policies do not clarify the definition of „luggage.”
„This could hinder event attendees from adequately preparing for the event and securing personal belongings such as mobile phones, keys, wallets, or medications. If a consumer’s personal items were classified as luggage, they might be denied entry to the event and forfeit their right to a ticket refund,” the Office of Competition and Consumer Protection (UOKiK) stated.
Additionally, it was highlighted that the company altered its event attendance policies, with consumers being notified of these changes only after purchasing tickets. Previously, the regulations permitted items up to the size of an A4 sheet of paper to be brought into the event.
While the company offers a storage service for items deemed luggage, the terms of this service have also raised alarm for the President of the Office. Live Nation, as mentioned in the announcement, retains the right to refuse to accept items for storage without explanation. Moreover, the storage policy is accessible only at the event venue, leaving consumers without the chance to review it beforehand.
„Regulations must be clear and unequivocal, and their provisions cannot be changed unilaterally. Consumers frequently plan concerts months in advance, and attending such events is a special experience for them. Unexpected denials of entry, on-the-spot restrictions, and additional fees that require payment for entry are situations that should not arise,” emphasized Tomasz Chróstny, President of the Office of Competition and Consumer Protection, as cited in the press release.
UOKiK on Policies
The President of the Office of Competition and Consumer Protection (UOKiK) also questioned the terms related to the retrieval of items from the storage. This matter, the Office noted, is governed by two sets of regulations whose contents are contradictory, thereby preventing consumers from adequately preparing for their participation. Furthermore, one of these regulations is only available to attendees at the event venue.
The President of the Office expressed concerns not only regarding the lack of transparency in the processes but also about Live Nation’s arbitrary power to take ownership of deposited items if consumers do not retrieve them within a specified timeframe. It was also pointed out that the company negates consumers’ rights to pursue claims in the event their property is disposed of.
„According to the law, if an event is canceled due to circumstances attributable to the organizer, participants are automatically entitled to a full refund for unused tickets. An examination of the regulations indicates that in the event of cancellation, the consumer must file a refund request at the point of purchase. They have six months from the original event date to do so,” the Office of Competition and Consumer Protection (UOKiK) indicated, stressing that if an individual fails to submit a request, they may not receive a refund, even if they were unable to attend the event.
Live Nation states in its regulations that participation in events may be subject to what it describes as „special conditions” or „special rules,” for instance, legal requirements or decisions made by the organizer or artist. However, the framework does not specify when or how such additional rules may be enacted, what they may entail, or how customers will be informed and what rights they will subsequently possess, as reported by the Office of Competition and Consumer Protection (UOKiK).
In the initiated proceedings, the President of the Office of Competition and Consumer Protection (UOKiK) raised questions regarding a total of six provisions of the standard contractual terms employed by Live Nation. For each unlawful provision, the company could face a penalty of up to 10% of its revenue.
The tvn24.pl portal reached out to Live Nation for a statement regarding the President of the Office of Competition and Consumer Protection’s decision, but no response was received by the time of publication.
