As Hong Kong's "mega-event economy" thrives, attracting a growing number of cross-boundary visitors to venues like the Coliseum and the upcoming Kai Tak Sports Park, challenges such as rampant ticket scalping and the difficulty of obtaining refunds for unforeseen circumstances have become increasingly prevalent. In a recent interview with DotDotNews, executives from local ticketing platform Cityline discussed measures they are implementing to address these issues and improve the consumer experience.
Pilot Launch of "Refundable Tickets" for Emergencies
Mr. Lam, Executive Director and General Manager of Cityline, revealed that the platform has piloted a "Refundable Ticket" add-on service since September. This initiative, developed in collaboration with the Protect Group platform, allows consumers who cannot attend an event due to personal emergencies or force majeure to apply for a ticket refund upon submitting verified documentation.
Mr. Chan, the Head of Institutional Business, elaborated that the service appears as an optional add-on during checkout, costing approximately 10% of the ticket price. It covers various unforeseen situations, including exam schedule conflicts, illness or injury, public transport issues, flight disruptions, and lost or stolen tickets. After purchasing the add-on, customers receive a confirmation email with a link to the third-party platform "refundable.me" for detailed terms and conditions.
"To apply for a refund, relevant supporting documents, such as a doctor's certificate, airline announcement, or exam rescheduling notice, must be submitted," Mr. Chan explained. The Protect Group has a professional team to verify the documents, with the approval process taking as little as seven working days.
The response since the September launch has been positive, with some events seeing up to 50% of purchasers opting for the add-on. There have already been successful refund cases, and no reports of failed refund applications have been received thus far. Mr. Chan emphasized that the final decision rests with the third-party platform, but Cityline will monitor the situation closely and provide assistance where possible. He also reminded consumers to ensure they can submit valid documentation to increase the likelihood of a successful refund.
Regarding a full rollout, Mr. Lam stated that Cityline is currently observing the pilot's performance. Stress tests were conducted beforehand to ensure the service doesn't impact purchasing speed or smoothness. The decision to fully implement the service will depend on further feedback from event organizers and the consumer experience.
Aiming to Reduce Losses for Cross-Boundary Audiences
Mr. Lam emphasized that introducing this service was not solely a commercial decision but also aimed at alleviating concerns about unforeseen incidents for both tourists and residents, thereby enhancing Hong Kong's appeal as an event capital. He noted that with the opening of Kai Tak Sports Park, the number of events, ticket volumes, and prices have risen, accompanied by an increase in younger cross-border audiences.
"These visitors face high costs for flights and hotels. If they cannot attend due to a sudden problem, it traditionally means a financial loss as organizers typically do not offer refunds, leading to disappointment," Mr. Lam said. Recognizing that many ticket buyers are young people, even teenagers, who face economic and time pressures, Cityline hopes this service can help mitigate their potential losses.
Combating Scalpers and Fake Tickets; Exploring Real-Name Registration
In response to public calls for real-name ticketing to combat scalpers and fake tickets, Mr. Lam expressed Cityline's willingness to cooperate. However, he pointed out that the successful implementation of an event depends on the venue's capacity and manpower support.
"Implementing real-name ticketing involves significant manpower for verification, and audiences might need to arrive earlier to prepare for identity checks," Mr. Lam said, outlining practical challenges. He noted that while technically feasible, the main difficulties lie in execution, such as the time required to verify different identity documents from global audiences and the immense pressure on venue operations, considering entry flow, time, and weather. He did reveal that some organizers are recently opting for real-name registration for specific seat sections at certain events, and Cityline will fully support these trials to assess the situation.
Currently, Cityline's primary focus is on combating scalpers and fake tickets. Mr. Chan explained that scalpers often use bots from numerous IP addresses to snatch tickets. Cityline employs extensive cloud and AI technologies to differentiate these bots from genuine customers. During major ticket sales, Cityline monitors network traffic and purchasing processes in real-time, leveraging AI software to identify and block bots, ensuring a fairer purchasing process.
Mr. Lam described the fight against scalpers as a persistent "cat-and-mouse game" and stated that Cityline would continue to enhance its monitoring technology to combat scalping and provide a fair ticketing environment. He also reminded the public to purchase tickets only through official channels, be cautious of sellers on social media, and report any financial losses to the police immediately.
"Whether it's the refund service, exploring real-name ticketing, or fighting scalpers, we hope to make our services more considerate, ensuring every audience member coming to Hong Kong can enter the venue smoothly and enjoy the performance happily," Mr. Lam said. Cityline aims to continuously improve its platform's functionality and fairness, striving to allow both local audiences and cross-boundary visitors to enjoy Hong Kong's diverse cultural events with greater peace of mind and equity.
(Reporter: Zhou Yuhan | English Editor: Liu Yu)
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