Amandeep Walia had been eagerly anticipating the performances of Ne-Yo and Akon in Calgary for several months.
However, he and his spouse found themselves waiting for hours at the Scotiabank Saddledome—first to gain entry and later for the concert to commence.
“It’s an experience I’ve never encountered before, so I didn’t expect a delay of this scale,” he remarked.
Walia approximates that the evening set him back about $700, which included tickets, a babysitter, and meals.
He mentioned that fans seated on the floor and lower levels were kept waiting in the concourse while the venue was still being prepared.
“You couldn’t access your seats; they weren’t allowing people through,” Walia stated. “Honestly, I was thinking this poses a safety risk.”
“It appeared quite disorganized,” he added.
Chaos at Scotiabank Saddledome during the Ne-Yo and Akon concert on June 20. Patrons with floor or lower bowl seats had to remain in the concourse for hours while the stage was still being set up after the doors opened. (Ina Sidhu/CBC)
The concert on June 20 was originally scheduled for 8 p.m., but ticket holders were informed earlier that day that it would be delayed until 9 p.m.
Ultimately, the performance did not start until approximately 10:45 p.m.
Walia expressed that the problem went beyond merely returning home late.
“The show overall was amazing. What frustrates me the most is that if they had commenced on time, we would have had the complete experience that other cities enjoyed,” Walia remarked.
Amandeep Walia was among the audience members left waiting for hours for the Ne-Yo and Akon concert to start in Calgary. (Ina Sidhu/CBC)
The Calgary concert is not the only notable event this summer that kept fans waiting.
Jay-Z’s final show at Yankee Stadium in New York on July 12 started after midnight—about four hours late.
The New York Yankees, along with Jay-Z’s Roc Nation and Live Nation, stated that gates were closed due to large groups attempting to enter without tickets. Jay-Z apologized to attendees, explaining that the delay was to avoid potential trampling.
Reports indicate that heavy rainfall forced Harry Styles to postpone his second night at the GNP Seguros Stadium in Mexico City earlier this month, which also resulted in the cancellation of the opening act, Jorja Smith.
While the situations differ, they provoke similar inquiries from fans: What exactly does a concert ticket guarantee?
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The fine print
Entertainment lawyer Kurt Dahl from the firm Miller Thomson explains that the answer may not meet consumer expectations.
“The short answer is not many rights,” he stated.
“You’re guaranteed the seat you paid for and to some degree, a show,” Dahl added. “If the performer doesn’t appear, you receive a refund, but that’s about the extent of it.”
Dahl, who is also a member of the touring band One Bad Son, noted that ticket holders often find the fine print surprising.
“One common phrase in those terms and conditions is that event dates and times are subject to change or that artist schedules and event times can change without prior notice,” Dahl explained.
He added that the time indicated on a ticket does not guarantee when the headlining act will take the stage.
“The terms in the contract are designed to provide promoters with a significant amount of flexibility in case schedules alter,” Dahl said.
This leaves consumers with limited options when a significant delay disrupts their plans.
Promoters incorporate this leeway into ticket agreements to accommodate the unpredictable nature of certain artists.
He noted that a lawsuit was launched against Madonna for a delayed performance but was later dropped.
Dahl mentioned that some artists, like Lauryn Hill or Axl Rose of Guns N’ Roses, are known for their tardiness.
“From my experience working with high-profile artists, I know that if they feel uneasy about something, they might delay the concert by an hour,” Dahl said. “Artists operate within an artistic realm where certain start times may be postponed, and the industry is aware of that. Thus, they prefer to include flexibility.”
Concertgoers waited hours for Ne-Yo and Akon in Calgary on June 20. The concert started around 10:45 p.m. (Ina Sidhu/CBC)
No automatic refund
Ashish Sharma, the Consumers Council of Canada’s board secretary, stated that consumers have limited options.
“It could be beneficial to advocate for some rights akin to those associated with flight delays, where you have the right to a refund if your flight is postponed by a few hours. However, as it stands now, there are no legal rights for concerts that experience lengthy delays,” he remarked.
Sharma believes that consumers should be promptly informed of any significant delays, especially since many people coordinate transportation, accommodations, or childcare for events.
“Ethically, they ought to do it. They should keep their fans informed about what is happening, yet often they don’t,” he said.
Cost of a delayed night
This situation arises as consumers are spending more on live entertainment.
Live Nation reported $25.2 billion USD in revenue in 2025, marking a nine percent increase from the previous year. Attendance at concerts rose by five percent, totaling 159 million attendees.
For fans, expenses can extend beyond just the ticket price, encompassing parking, meals, hotel stays, flights, childcare, and lost work hours.
“Live events are intricate and involve numerous components, and despite thorough planning, unexpected situations can occasionally occur,” stated Live Nation Canada in a press release.
“We understand the frustration this has caused, and we appreciate our fans’ patience and understanding.”
Ticketmaster also declined an interview request, opting instead to issue a statement.
“A show that starts late but takes place is not a cancellation or rescheduling, and therefore does not automatically qualify a ticket holder for a refund. Any potential refunds are at the discretion of the event organizer,” Ticketmaster stated.
Ticketmaster also directed CBC News to its standard purchasing policy.
Where fans have leverage
Currently, Dahl suggests that consumers might have more influence through public opinion rather than the ticket agreement itself.
“Ultimately, the real power or recourse lies within the court of public opinion. If an artist delays significantly and fails to address it, it can tarnish their reputation and career,” he noted.
As for Walia, he acknowledged that Ne-Yo and Akon delivered a great performance, but the whole experience could have been vastly improved.
“Well, we did see a show, so I recognize they deserved some of that money. However, we should have received a 30 percent or 40 percent credit towards the next event from Ticketmaster,” he concluded.
