Some Backstreet Boys fans say Live Nation moved them to cheaper seats at Toronto's Rogers Centre that still have an obstructed view, after they bought presale tickets that were not marked as partially blocked, CBC Toronto reported.
Live Nation spokesperson Shabnum Durrani apologized in a statement to CBC Toronto on Thursday. "We are always happy to work directly with fans to review individual concerns and explore available options," Durrani said. "We understand this has been frustrating and appreciate the patience of fans as we work to resolve these issues."
Days after the presale closed, dozens of fans posted complaints on social media. They said Ticketmaster had not disclosed the obstructed views and that comparable seats were later offered at lower prices. Some called for an apology, refunds or exchanges.
Betsabe Bustillos of Welland, Ont., said she paid about $1,300 during the presale for four seats in the second row of section 130. After seeing the posts, she checked her tickets and found them marked as partially obstructed. She said Ticketmaster told her she would be moved to an unobstructed seat.
Instead, Bustillos said, she was placed much farther back, and her view from the new seats is also blocked. "This is insane," she said. "It's destroying the entire experience."
She said a couple of friends dropped out, so she had to sell two of the tickets. She said she does not want a refund, but she must tell Ticketmaster by Nov. 22 whether she wants one or the relocation. "If I don't get the solution that is fair for me as a purchaser, as a buyer, for this ticket, I will definitely get a refund and not go and miss it, unfortunately," she said.
Fan Giulianna Heto told CBC Toronto on Friday that she also did not expect the partial obstruction. She said she spoke to three people before reaching a Ticketmaster representative willing to help with her two tickets. She said she was advised to list the tickets for resale to recover her money and was told several times on the call not to mention the obstruction.
Heto said she would have liked to choose her new seats, change the date she attends or receive the price difference between the old and new tickets. In a statement Friday, Durrani said the Ticketmaster team contacted Heto on Thursday night and is working with her to explore options.
Rogers announced earlier this month that it is the organizer bringing the group to Toronto in 2027. Its announcement gave Rogers customers exclusive access to the Oct. 5 presale. Live Nation runs the concerts, while its subsidiary Ticketmaster operates the ticketing platform.
The group is scheduled for 12 shows over four consecutive weekends in Toronto between February and March 2027.
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