Choice blasts Ticketmaster and Ticketek for fleecing consumers on ‘in demand’ tickets in 2026 Shonky awards

Ticketmaster and Ticketek have been accused of using “sneaky tactics” to fleece Australian consumers in Choice’s annual Shonky awards which also take Virgin Australia and Sony to task.

Six companies have been named on the consumer advocate’s annual list of the worst products and services, with Australia’s leading ticketing outlets accused of price gouging consumers during the cost-of-living crisis.

Choice chief executive Monique Perry said both Ticketek and Ticketmaster had inflated ticket prices to “ridiculous new heights.”

“Time and time again, Ticketek and Ticketmaster have used sneaky tactics such as dynamic pricing or higher-cost ‘in demand’ tickets, concealing ticket prices ahead of sale and strict time limits to take advantage of fans desperately wanting to secure a spot,” Ms Perry said.

Earlier this year, tickets to a John Farnham tribute concert were inflated to $1650 while NRL supporters faced a $50 price difference for an “in demand” seat.

Virgin Australia was accused by Choice of pocketing $75 million in expired flight credits accrued by customers during the height of the pandemic.

Ms Perry said Virgin Australia cancelled a number of flights between April 2020 and July 2022, and as of February this year held about $93m in unused flight credits.

“While some of these customers were able to redeem their flight credits, Virgin’s strict flight credit deadlines meant $75 million of these credits expired, going straight to Virgin’s revenue,” she said.

Customers who did not book a flight by June 30 this year lost their money.

“A business not providing a refund for a service it failed to deliver, and then pocketing the money? Virgin Australia is certainly deserving of the Shonky Award it is receiving this year,” Ms Perry said.

Hisense was called out for “gaming a broken system” with its energy efficient washer-dryer which takes 25 hours to complete a cycle and animal insurer Petcover was named for a policy with “all bark, little benefit”.

Perry said the Petcover Economy cover sold customers an entirely new policy every 12 months, classifying all conditions the pet had previously experienced as pre-existing and therefore excluded.

“The policy’s definition of pre-existing conditions is also problematic, and one of the broadest we’ve seen, including any condition with the same clinical signs as another injury or illness,” Ms Perry said.

Quest Protein Chips were included on the list for being 886 per cent more expensive than a similar, non-protein version from a different brand.

Sony Interactive Entertainment’s Shonky award was received for looming changes to its Playstation games, which will become digital only from January 2028.

“This wouldn’t be too much of an issue if customers actually owned digital content purchased from Sony. The reality is, however, you’re only buying a licence to access the content,” Ms Perry said.

Those licences, Ms Perry said, can be ended at any time without a refund.

Ms Perry said there was no shortage of contenders for this year’s list.

“At a time when most consumers are doing it tough, you’d think that companies might give us all a break,” she said.

“Unfortunately, consumers continue to be treated badly by businesses across Australia.”