Some MotoGP fans still await refunds - Dorna say 'it's down to tracks'

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MotoGP bosses Dorna insist they are not directly responsible for assisting fans still chasing ticket refunds from the Covid-19 hit 2020 season.

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MCN has heard from fans who booked though the official website, tickets.motogp.com, and have been struggling to get their money back but Dorna say the delay is not down to them.

"The issuance of tickets is always the sole responsibility of the company operating the circuit and never Dorna, nor does Dorna re-sell Grand Prix tickets," Ignacio Sagnier, Director of Communications at Dorna, told MCN. "Each promoter has established its own policy on exchanges and returns."

Sagnier continued: "There are promoters who gave a 100% refund as soon as the event was cancelled, for example Austin, Valencia, Thailand, France and Aragon. Others did it later by applying a small admin fee to the refund, such as Catalunya, Germany and Finland.

"Finally, Assen and Argentina have created a ‘ticket rollover’ in which the same ticket is valid for the next year."

MotoGP track action

Fans who bought 2020 tickets via the official motogp.com site technically did so via another company called Platinium Group. Where races were moved and crowds prohibited, customers were then offered a refund - minus a small admin fee - which Platinium only pay out once the promoter (ie the track) has paid back the money for the refund.

As it stands, tickets for both Portimao and Brno are yet to be refunded with no ‘ticket rollover’ available. Sagnier confirmed that the promoter for Jerez has recently been able to return the money to both end users and its ‘re-sellers’.

Platinium Group have offered a ticket rollover where permitted, or an account credit of 100% that can be used across the 2021 season. Whether or not fans will be able to attend this year remains to be seen, with some no doubt questioning booking due to the uncertainty of the current Covid situation globally.

Sagnier added that Dorna are keen to keep everyone happy. He said: "I can promise you that Dorna ‘summons/requests’ the promoters to refund the money. I wouldn’t say that we put pressure on promoters but we go one step forward and we want to have happy fans back at the tracks."


Fans out of pocket as promised 2020 MotoGP ticket refunds still not delivered

First published on 4 March, 2021 by Dan Sutherland

MotoGP action

Frustrated MotoGP fans are still chasing refunds of hundreds of pounds for tickets booked through the official series website for the Covid-19 hit 2020 season.

"The emails that you get in reply are of no help at all," says Gordon Brown, who last January purchased two weekend tickets for the Czech Republic race at Brno for more than £315.

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"MotoGP Tickets have been responsive enough and polite enough, but they haven’t given me my money back – that’s the problem here."

The Brno race ran on August 9 without a crowd present. On July 24, 2020, Gordon was offered the option to either defer his purchase to 2021 or receive a 95% refund. Having opted for the latter, he is yet to see any money returned.

Like many others, Gordon booked through motogp.com, who use a company called Platinium Group to handle sales. In their most recent correspondence with Gordon on February 1, the firm said they are still waiting for a refund from the event promoter and couldn’t confirm a date for the payment.

A closer look at the terms and conditions on the MotoGP website then revealed that: ‘The amount of any potential refund provided is dependent on the organiser of the event...’

British MotoGP fans

MCN have heard from other readers in a similar position, including Duncan Tragheim from Sheffield, who was due to attend the MotoGP at Jerez.

"It’s left me thinking they clearly don’t give a s*** about us customers," says Duncan. "I’ve no doubt that they’re trying to sort it out, but they should just pay it and then scrap it out with the individual promoter concerned."

MCN spoke to Which? consumer rights expert Adam French who advised that customers waiting for a refund should first go to their bank and try a chargeback or claim  under Section 75 of the Consumer Credit Act if they paid for the tickets using a credit card.

With Platinium operating under Spanish law, Adam says: "Depending on how the tickets were marketed and sold, Spanish consumer law could apply. It is very similar to UK consumer law because the EU harmonised rules across member states - enforcing your rights against the company will be tougher following Brexit because we’ve lost the ability to take an EU-based company to court in a UK court.

"It’s worth making flexible bookings where possible and understanding what your rights to cancel are. Use your credit card if you’re spending more than £100 as you’ll get Section 75 protection."

Despite several requests, neither Dorna nor Platinium Group were prepared to comment.


MotoGP ticket row: full refund for cancelled GP tickets booked online not possible

First published on 13 August, 2020 by Dan Sutherland

MotoGP fans

After months of delay, people who bought tickets for now cancelled MotoGP races are receiving refunds – but it’s not for the full amount and it has left a bitter taste.

Ross Crymble and Gavin Frain paid hundreds of pounds for tickets for the Mugello event. Initially the round was postponed, leaving them in limbo.

The organisers eventually cancelled the race on June 10, but it took until the end of July for many people to get their money back or be offered an alternative ticket. 

Those who bought GP tickets direct from the circuit received full refunds at the end of June. But those who bought from MotoGP.com, the sport’s official website run by Dorna, have been offered replacement tickets to other events of equivalent value within the next 12 months, or a 95% refund. Additionally, ticket holders have been given only two weeks to decide or else forfeit their option for a refund.

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"I’d be very reluctant to book any tickets online for MotoGP again," says Gavin Frain, from Liversedge. "The Dorna operation must be worth billions of pounds and they can’t give the people who are supporting them their money back."

Ross Crymble feels the same: "I’ve gone for the partial refund because the other way has strings attached that it must be used within 12 months. Quite frankly, I have absolutely no appetite left for giving Dorna anything."

Dorna defended their partial refund by pointing to the T&Cs which say any "refund of tickets might equal the price of each of the tickets/e-tickets purchased from us less any charges."

"You can write anything you like in your T&Cs," adds Crymble, "but it doesn’t override consumer law."


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Dan Sutherland

By Dan Sutherland

Senior Writer (motorcycling), sportsbike nut, currently riding a FireBlade