Messi fans can seek refunds without dropping complaints to Hong Kong consumer watchdog
- But Consumer Council says those who bought tickets for February friendly match using e-payment systems may need to drop complaints to banks to collect cash
- Organiser Tatler earlier said 50 per cent refund available to customers if they dropped legal complaints, claims or payment reversal requests to official ticket seller Klook
But Gilly Wong Fung-han, the organisation’s chief executive, said on Tuesday that people who paid for their tickets using electronic payment systems might need to drop any complaints filed with their banks or credit card issuers as their transactions would be on hold.
“The Consumer Council has received scores of complaints, but they do not prevent the complainants from making the relevant refund arrangements,” she said in a radio interview.
The watchdog has so far fielded 1,465 complaints, 1,163 from residents and 302 from tourists. The average amount of money involved in each case is HK$6,900 (US$882), with the most expensive one involving HK$92,000.
“Some consumers may have gone to the bank to apply for a refund because they [paid for the tickets] with credit cards, which they are entitled to do under the credit card mechanism,” Wong said.
Following the Argentine star footballer’s absence from a match between Inter Miami CF and a Hong Kong League XI on February 4, organiser Tatler Asia said on Monday that customers who bought tickets through official channels would get a 50 per cent refund by May.
The match organiser said people who wanted refunds must agree to drop any further legal complaints, claims or payment reversal requests with official ticket agency Klook.
Wong said on Tuesday that the consumer watchdog had already notified complainants that they could proceed with their refunds without withdrawing from its complaints process.
But she warned that anyone who bought tickets from a secondary source or a scalper might not qualify for a refund.
“In the event of a dispute, refunds will usually only be given to the party involved in the transaction rather than the ticket holders,” Wong said.
“The Consumer Council has always discouraged the purchase of such tickets.”
The Customs and Excise Department said on Tuesday it had received 360 complaints and had set up a team to assess the claims.
“If any violation of the Trade Descriptions Ordinance is discovered, appropriate enforcement action will be taken,” a department spokesman added.
“Customs will continue to liaise with the complainants to take appropriate follow-up action.”
The Culture, Sports and Tourism Bureau said the decision by Tatler Asia was the responsible option.
“The government welcomes the organiser’s efforts to fulfil its promise,” a spokesman said. “Those who intend to receive a refund should complete the procedures as soon as possible.”
Fans to get 50% ticket refund for Messi’s Hong Kong no-show by May: organiser
Wong said the watchdog had reminded the organiser to avoid complicated or long refund procedures and to use multiple channels to notify customers.
She added Tatler Asia also needed to pay attention to transactions settled in foreign currencies to prevent disputes over differences in exchange rates.
Lawmaker Johnny Ng Kit-chong said he received a refund notification on Monday and he had replied to the message after reading the terms and conditions.
He said he agreed with the condition of dropping complaints, which he added was common practice.
“This is a very reasonable approach in general settlement agreements,” Ng added. “Consumers still have the right not to accept [the terms] and pursue civil proceedings themselves.”
He suggested organisers of large-scale event should explore the possibility of adopting a name-based ticketing system in future to prevent any confusion.
The customs spokesman said anyone who wanted to withdraw a report could contact officials at 2545 6182 or by fax to 2543 4942 and provide their file number.
