GLENDALE, AZ — Billie Eilish fans were heartbroken and frustrated as dozens were turned away from wristband pickup leading up to her concert on December 13, 2024, at Desert Diamond Arena. Many had travelled long distances to attend, only to find themselves facing challenges primarily due to the source of their tickets.
Among these was Kellie Wells, whose 16-year-old daughter Reagan faced the prospect of missing her first concert ever. Kellie, along with her friend, had shelled out hundreds of dollars to secure floor tickets through StubHub, only to be dismissed at the arena’s entrance. "My friend got the tickets on StubHub," she stated, her disappointment evident. "We don’t want our money. We want to see Billie Eilish!"
The problems were attributed to Eilish's Hit Me Hard and Soft tour policies restricting those who purchased tickets via third-party vendors such as StubHub, SeatGeek, and TickPick. Many fans, including those from afar, spent hours waiting only to learn from arena staff: "If you don’t have this orange background, you are not getting the show tomorrow,” detailed Emily, another concert-goer who witnessed her friends being turned away.
The arena asserted through its own communications and website instructions, “YOU MUST BE PRESENT WITH YOUR OWN TICKET TO RECEIVE YOUR WRISTBAND,” yet many fans found the instructions unclear. Disappointment turned to outrage as individuals were told their tickets were not valid because they did not originate from Ticketmaster. One attendee expressed, "They told us our tickets weren't valid and wouldn't be honoring them."
Fans camped outside the Desert Diamond Arena, and emotions ran high as the reality of being turned away hit many. Tayson, who had tried to keep his spot after getting wristbands earlier, explained, "I’m like, ‘Hey I know I have a third-party app, but can you scan it anyway?’ And they are like, ‘We can’t scan it, we can’t do any of this.’ They basically kicked me out.”
The frustrations came to a boiling point as anxiety set within the crowd. Multiple reports indicated groups of friends and families were caught amid the chaos, many crying at the realization they might miss out on the show.
StubHub, feeling the impact and outcry from concertgoers, responded with clarification. They stated, "Ticketmaster has largely restricted transfers for this event, which prevents the tickets from being added directly to customers’ Ticketmaster account." The company provided potential solutions, claiming fans could still access the concert using what were termed as valid barcode URL links.
“We have successfully assisted thousands of ticket holders,” said Part of StubHub’s statement. “The tickets are rotating barcodes, and as long as the barcode continues to rotate, the tickets remain valid for entry.” They stand behind their sales with what they call their FanProtect Guarantee, which aims to give ticket buyers confidence when purchasing tickets.
Further complicate matters, the U.S. Department of Justice is currently suing Live Nation, the parent company behind Ticketmaster, claiming it monopolizes live concert industry markets, showcasing the larger-scale issues within the ticketing industry. Fans questioned the fairness of policies restricting resale, claiming these measures unfairly penalize those who do not purchase directly through the platform. StubHub went on to stress, "Consumers should always have the choice to purchase a freely transferable ticket at the initial point of sale."
With the clock ticking down to showtime, fans remained at the venue desperately seeking ways to alleviate their entry woes. Many expressed hopes for resolutions, others resolved to return early on show day to address their issues directly. The sheer excitement of seeing Billie Eilish was overshadowed by confusion and frustration over the legitimacy of their tickets.
Despite the stress surrounding entry to the event, excitement remained palpable as those hoping to attend prepared for the next day. The atmosphere at Desert Diamond Arena reflected the mix of hope and apprehension, with fans eager for access but braced for potential letdowns.