Test-Achats files complaint against 10 Belgian music festivals

Consumer protection agency Test-Achats has lodged a complaint with the Economic Inspectorate against 10 Belgian music festivals that it claims are not complying with regulations.

The festivals in question are Couleur Café, Paradise City, Graspop, Rock Werchter, Pukkelpop, Tomorrowland, Ronquières, Lokerse Feesten, Les Ardentes and Dour.

Eight are accused of failing to accept cash payments, even though they have been obliged to do so since last March if the vendor and the consumer are physically present at the same time.

“It must be possible to use cash to buy tickets, drinks or meals on site, or for parking or camping,” said Test-Achats spokeswoman Julie Frère.

The organisation also criticised extra charges billed to consumers, which it called an "illegal practice", exemplified by Tomorrowland charging for the cost of sending admission bracelets.

“The price quoted must include all charges and taxes, to avoid any surprises for consumers,” Test-Achats added.

The organisation also found that virtually no festival allowed tickets to be cancelled, even in cases of force majeure.

Some festivals even took advantage of this to restrict the conditions under which tickets could be exchanged or resold "in order to make a profit". Pukkelpop, for example, "imposed a fee of €16 for the resale of a ticket".

Test-Achats also observed breaches with cashless wristbands at five festivals, including Ardentes, with organisers charging excessive fees to recover the remaining balance of the electronic payment wristband when a customer left the festival. In addition, two festivals failed to refund unspent food and drink tickets completely.

The consumer protection agency is therefore asking the authorities to monitor these events more closely and is encouraging the organisers to "do better".