Ticketmaster apologized to Taylor Swift and her fans late Friday night after this week’s ticket debacle made it difficult for consumers to purchase tickets for the pop star’s new tour.
“We would like to apologize to Taylor and all of her fans – especially those who had a terrible experience trying to buy tickets,” the ticketing site said in a blog post.
The company added that it was trying to buy tickets “as much as possible,” but that was “not the case for many people trying to buy tickets” for Swift’s tour, which began in March and will hit 52 stadiums around the world. US over five months.
The company said it was working to “get our technology to a new bar that has been set by demand” for its tour. “Once we go through that, if there are any further steps, updates will be shared accordingly,” he wrote.
The mea culpa comes after Swift spoke earlier on Friday about how the situation was “excruciating” for her to watch during the chaos.
“I will not make excuses for anyone because we asked them, several times, if they can make this kind of request and we believe that they can,” the singer wrote in an Instagram post on Friday evening. “It’s amazing that 2.4 million people got tickets, but it really upsets me that so many of them had to suffer multiple bear attacks to get them.”
Swift added that she will try to “think about how this situation can be improved moving forward.”
Sales for the singer’s new Eras Tour began on Tuesday, but huge demand overwhelmed ticket sites, leaving many fans unable to purchase tickets. Customers complained on social media about Ticketmaster not loading, saying the platform did not allow them to access tickets, even though they had a pre-sale code for verified fans.
On Thursday, Ticketmaster announced that sales to the general public, scheduled to begin Friday, were canceled due to “extreme demand on the ticketing system and insufficient ticket inventory to meet that demand.”
“To those who didn’t get tickets, all I can say is I hope it gives us more opportunities to get together and sing these songs,” Swift said.
The Department of Justice has opened an antitrust investigation into Live Nation, which owns Ticketmaster, to see if the company has a monopoly in the market for concerts, including purchasing tickets, sources familiar with the matter told CNN. The New York Times first reported the investigation Friday.
The Justice Department has contacted music venues and other ticket market participants in recent months, asking about Live Nation’s practices and industry dynamics, the Times added.
Live Nation responded on Saturday in a statement posted on its website, saying it “takes its responsibilities under antitrust laws seriously” and “does not engage in conduct that could justify antitrust litigation, let alone an order requiring it to change basic business practices.” .”
“The Justice Department itself recognizes the competitive nature of the concert promotion business at the time of the Live Nation-Ticketmaster merger,” the company said in a statement. “That dynamic hasn’t changed.”
Live Nation added that the fact that Ticketmaster “continues to be a leader in such an environment is a testament to the platform and the people who run it, not to anticompetitive business practices.”
“We innovate and invest in our technology more than any other ticketing company, and we will continue to do so,” the company wrote, noting that Ticketmaster is “the most transparent and fan-friendly ticketing system in the United States.”
— CNN’s Evan Perez and Tierney Sneed contributed to this report