LCQ19: Ticketing arrangements for large-scale stage performances
****************************************************************
Question:
It has been reported that recently, after admission tickets of a concert held in the Main Stadium of the Kai Tak Sports Park (KTSP) were put on sale through the ticket sales platform, there has been a spate of disputes involving the chaotic ticket exchange arrangements and obstructed views of some seats located in areas where the view was obstructed but the relevant platform had not marked prior to sale, etc., which have aroused strong dissatisfaction among the public. There are views that such situations may affect the confidence of the public and tourists in Hong Kong's capability in hosting large-scale performances. In this connection, will the Government inform this Council:
(1) whether the authorities have required organisers of commercial performances held at government venues to provide the relevant departments with clear ticketing plans in renting venues, such as information on the ticket-vending mechanisms, the number of tickets available for sale, the ticket collection arrangements, and the disclosure standards for seating information (including marking of areas with obstructed views); if so, of the details; if not, the reasons for that;
(2) as it is learnt that ticket sales platforms collected handling charge from ticket buyers but failed to offer proper post-sale arrangements for those affected by the aforesaid situations, of the regulatory measures currently put in place by the Government on the platforms responsible for selling tickets of activities held at public venues, and how it would assist consumers in recovering loss;
(3) whether the authorities will study requiring ticket sale companies responsible for selling tickets of commercial performances held at government venues to adopt "identity-bound ticket limit" and "delayed ticket transfer mechanism" (e.g. ticket transfer must be processed through the official platforms), so as to curb the problem of ticket scalping; and
(4) whether consideration will be given to including a requirement of providing the electronic ticket exchange function in the new contract between government venues (such as the KTSP) and ticketing agencies, so as to ensure that members of the public are not required to go to the venues in person to exchange their tickets?
Reply:
President:
In consultation with the Commerce and Economic Development Bureau, the consolidated reply to the question raised by the Hon Leung Man-kwong is as follows:
Hirers of performance venues under the Leisure and Cultural Services Department (LCSD) are required to obtain the LCSD's approval on the ticket price scale, the seating plan and the ticketing system before the commencement of ticket sales. The seating plan shall indicate seats that are available for sale with prices specified, those with sightline problems or blocked due to technical reasons, and those for which complimentary tickets are to be issued.
The Kai Tak Sports Park (KTSP) has fully commissioned since March 2025, with the Kai Tak Sports Park Limited (KTSPL) being responsible for its daily operation under a "Design, Build and Operate" contract. The ticketing arrangements for events held at the various venues within the KTSP, including the choice of ticketing platform, are decided by individual event organisers. The KTSPL has already uploaded the seating plan of the three major venues to its website for public reference, and will maintain close liaison with event organisers regarding the arrangements of seats available for sale for individual events. As the stage design and venue usage of different events at the KTSP vary, event organisers will specify the seats with restricted view when selling tickets on the ticketing platform. These seats will also be marked as restricted view on the relevant tickets.
Subject to the requirements of event organisers, ticketing platforms offer different ticket collection arrangements, including the use of physical tickets and/or e-tickets. Some concerts/events held at the LCSD's performance venues and the KTSP adopt the use of physical tickets, where audiences collect their tickets by such means as ticket delivery or at self-service ticketing kiosks, etc. after their purchase. E-ticket function is also available on URBTIX under the LCSD, events taking place at the KTSP could also use e-tickets as well. If an organiser chooses to adopt the use of e-tickets, their patrons could be admitted to the programmes by presenting either the e-ticket image in the confirmation email received, or the e-ticket QR code stored in the mobile app(s) to the venue staff for scanning and verification. At the Hong Kong Rugby Sevens recently held in the KTSP, the organiser opted to use e-tickets. Audiences had to download the relevant app on their smartphones to redeem their e-tickets and present such tickets upon entry by opening the app concerned.
Apart from ticket collection arrangements, ticketing platforms offer different ticketing proposals to cater to the needs of event organisers. For example, when handling ticketing for large-scale and popular events, URBTIX under the LCSD liaises with the organisers on ticketing proposals which cater to individual programmes (including adopting real-name ticketing arrangement); offering Internet, mobile app and telephone booking services only; setting a cap for the number of tickets each patron can purchase per transaction as well as imposing a limit on the number of tickets that can be purchased with the same credit card on the first day of ticket sales; increasing the transparency of ticketing information; implementing delayed ticket collection arrangement; and encouraging organisers to increase the ratio of tickets for public sale, etc. We note that other ticketing platforms also offer similar arrangements such as real-name ticketing arrangement and setting a cap for the number of tickets that can be purchased, etc.
Each ticketing platform has its own customer services arrangement, such as providing ticketing enquiries and after-sales supporting services. In addition, the Consumer Council (the Council) carries out its statutory functions in accordance with the Consumer Council Ordinance (Cap. 216), including the handling of complaints relating to goods and services of and the provision of advice to consumers, as well as conciliating disputes between consumers and traders. If consumers consider that the organisers and/or ticketing platforms have not handled the matters in relation to event tickets properly or have failed to reach a consensus with them, consumers may lodge a complaint with and seek assistance from the Council on conciliation.
Ends/Wednesday, May 7, 2025
Issued at HKT 11:20
Issued at HKT 11:20
NNNN