How about this: "What's the process for claiming a refund on a purchased ticket?"
In an unexpected turn of events, the main stage of Tomorrowland in Boom, Belgium, caught fire just before the festival's kickoff in 2025, leading to its cancellation. However, the organizers have outlined clear rights for ticket holders in such unforeseen circumstances.
If the event is cancelled, as was the case with Tomorrowland 2025, all ticket holders are entitled to a full refund. The organizers have committed to communicating the refund process details via email within 7 days of the cancellation announcement.
In scenarios where the festival is disrupted but not cancelled, the organizers may implement contingency plans to allow the event to proceed in a modified format. For example, after the 2025 main stage fire, organizers proposed two options: securing and setting up a new main stage area to open as planned, preserving access for all ticket types, or using an alternative stage for certain ticket holders on specific days, although this may restrict access to some festival grounds temporarily.
Safety is always prioritized above all. Decisions to cancel or modify the event come only after consultation with local authorities, fire safety experts, and structural engineers to ensure visitor and staff safety.
In terms of ticket holders' rights:
| Situation | Ticket Holders’ Rights | Organizer’s Obligations | |--------------------------------------|------------------------------------------------|------------------------------------------------| | Event canceled (e.g., stage fire) | Full refund of ticket price | Prompt refund processing and communication | | Event disrupted but ongoing | Access to alternative stages or modified areas | Implement contingency plans; maintain schedule | | Safety threatened | Event may be canceled or modified | Prioritize safety and follow expert advice |
Alexander Wahl from the European Consumer Centre Germany states that a full refund or ticket return is unlikely if the festival goes ahead as planned. Festival-goers can use an online tool for an initial assessment of their rights in cases like a cancelled or interrupted festival.
The organizer is the contractual partner of ticket holders, not the bands, ticket vendors, or online retailers. The online tool, provided by the consumer centers of North Rhine-Westphalia and Bavaria, can help festival-goers understand their legal options in such situations. Visitors can make a complaint to the organizer if there are further restrictions.
It's important to note that the specific problem (such as a cancelled or interrupted festival) should be entered into the online tool. The tool can also generate a sample letter for legal enforcement against the organizer if necessary. The organizers of Tomorrowland are working on solutions to ensure acts can still perform, and the campsite for Tomorrowland visitors is already open.
Under specific circumstances such as event cancellation, like the unfortunate incident at Tomorrowland 2025, every ticket holder is entitled to a full refund. However, when it comes to situations where the festival is disrupted but not cancelled, the organizers may offer contingency plans, such as providing alternative stages or modified areas for the ticket holders to enjoy other parts of the festival.
