Ticketmaster, the world's largest ticketing platform, has become synonymous with live event tickets—and controversy. With the Justice Department and Federal Trade Commission filing major lawsuits against parent company Live Nation in 2024 and 2025, understanding how Ticketmaster works has never been more important for concertgoers, sports fans, and theater enthusiasts alike. This comprehensive guide breaks down everything from the queue system and mobile entry to fee structures and the legal challenges that could reshape the ticketing industry.

How Ticketmaster's Queue System Gives Fans a Fair Shot

When tickets for blockbuster events like Taylor Swift's Eras Tour go on sale, millions of fans rush to Ticketmaster simultaneously. To manage this demand and combat automated bots, Ticketmaster employs a virtual queue system. According to Ticketmaster's official blog, the queue acts as a virtual line that uses advanced security measures to block bots and monitor traffic.

The process begins with a waiting room that typically opens 15-30 minutes before the ticket sale starts. Fans who join the waiting room get a randomized place in line when the queue opens. Once in the queue, you'll see your position and receive an alert when it's your turn to shop. Importantly, Ticketmaster advises against refreshing the page, as this could flag you as a bot and remove you from the queue.

This system is designed to give human fans a better chance against automated scalping tools. As Ticketmaster explains, "Only a few hundred people can shop at once—fewer for smaller venues—which is why it can seem like the queue is moving slowly." This pacing allows fans to browse seat maps and select tickets without the frantic rush that often leads to website crashes.

Ticketmaster's dominance in live event ticketing has drawn increasing scrutiny from regulators and lawmakers. The timeline of recent legal actions reveals a growing push to address perceived anti-competitive practices:

  • November 2022: Ticketmaster's website crashes during Taylor Swift's Eras Tour presale, leaving millions of fans frustrated and prompting congressional hearings.
  • May 2024: The U.S. Justice Department, joined by 30 states, files an antitrust lawsuit seeking to break up Live Nation-Ticketmaster. Attorney General Merrick Garland states, "We allege that Live Nation relies on unlawful, anticompetitive conduct to exercise its monopolistic control over the live events industry at the cost of fans, artists, smaller promoters, and venue operators."
  • September 2025: The Federal Trade Commission sues Ticketmaster for engaging in illegal ticket resale tactics and deceiving artists and consumers about prices and ticket limits. The FTC alleges Ticketmaster "turns a blind eye" to brokers who bypass purchase limits and then profits from resale markups.

These lawsuits highlight the regulatory pressure facing the ticketing giant as it controls approximately 80% of major concert venues' primary ticketing, according to both the DOJ and FTC complaints.

Behind the Fees: Understanding Ticketmaster's Pricing Structure

One of the most common complaints about Ticketmaster involves the additional fees added to ticket prices. According to Ticketmaster's help center, the price you see upfront includes both the face value (set by the event organizer) and all required fees. Here's how the fee structure breaks down:

  • Service Fees: These are negotiated and shared between various parties involved in organizing the event. Venues use their share to pay staff like security and ushers, while Ticketmaster uses its portion to provide technology, customer support, and secure ticketing tools.
  • Facility Charges: Determined by the venue, these fees cover costs of hosting live events including staffing, insurance, and supplier payments. Ticketmaster does not keep any portion of facility charges.
  • Resale Fees: When tickets are resold on Ticketmaster's platform, the company charges fees that help authenticate tickets and prevent fraud. Some artists cap resale prices to protect fans from inflated markups.

The FTC's 2025 lawsuit alleges that Ticketmaster engages in deceptive pricing by advertising lower list prices than what consumers actually pay after fees are added. According to the complaint, fees totaled $16.4 billion from 2019 to 2024.

Mobile Entry and Presales: Navigating the Ticketmaster Experience

Ticketmaster has increasingly moved toward digital ticketing through its mobile app. For events designated as "Mobile Entry," tickets can only be accessed through the Ticketmaster app and cannot be printed or emailed. The app is available in over 20 countries including the United States, United Kingdom, Canada, and Australia.

To use mobile tickets, fans must:

  1. Download the Ticketmaster app
  2. Sign into their Ticketmaster account
  3. Tap "My Tickets" to find their order
  4. Tap "View Tickets" to access the digital tickets
  5. Present the tickets to be scanned at venue entry

Ticketmaster recommends adding tickets to a mobile wallet (Apple Wallet or Google Wallet) to ensure access even without an internet connection at the venue.

For fans seeking early access, Ticketmaster offers various presale opportunities:

  • Artist Presales: Fans who sign up through an artist's website may get early access
  • Credit Card Presales: Cardholders with Citibank, Chase, or other partners may receive special access
  • Fan Club Presales: Members of official artist fan clubs often get first dibs on tickets
  • Sponsor Presales: Partnerships with companies like T-Mobile and Verizon offer exclusive presales to their customers

Presale codes don't guarantee tickets, but they provide an opportunity to shop before the general public.

Where Things Stand Now: The Latest on Ticketmaster Lawsuits

As of late 2025, both the Justice Department and FTC lawsuits are proceeding through the federal court system. The DOJ's case is filed in the U.S. District Court for the Southern District of New York, while the FTC's case is in the Central District of California.

Live Nation has vigorously defended itself against both lawsuits. In response to the DOJ complaint, Live Nation executive Dan Wall called the allegations "absurd," stating that "the DOJ's complaint attempts to portray Live Nation and Ticketmaster as the cause of fan frustration with the live entertainment industry." The company argues that ticket prices are set by artists and venues, not ticketing companies.

Despite these legal challenges, Ticketmaster continues to dominate the ticketing market. From 2019 to 2024 alone, consumers spent more than $82.6 billion purchasing tickets from Ticketmaster, according to FTC data.

What's Next for Ticketmaster and Live Events

The outcome of these lawsuits could significantly reshape the live events industry. Potential scenarios include:

  • Breaking up Live Nation-Ticketmaster: The DOJ's lawsuit seeks to separate Ticketmaster from its parent company, which could increase competition in ticketing and concert promotion.
  • Increased fee transparency: Regulatory pressure may force Ticketmaster and other ticketing platforms to display all fees upfront, ending the practice of hidden charges.
  • Stronger bot prevention: Both lawsuits highlight issues with ticket bots, potentially leading to stricter regulations and technological solutions.
  • Alternative ticketing platforms: Competitors like AXS, SeatGeek, and local box offices may gain market share if Ticketmaster's dominance is curtailed.

For consumers, these changes could mean more choice, lower fees, and a better overall ticket-buying experience. However, any substantial changes will likely take years to materialize as the lawsuits work through the court system.

Key Takeaways: What Every Fan Should Know

  • Ticketmaster's queue system is designed to combat bots and give human fans a fair chance at high-demand tickets.
  • Mobile tickets are increasingly the norm—download the Ticketmaster app and add tickets to your mobile wallet before heading to events.
  • Presales offer early access through various channels including artist websites, credit card partnerships, and fan clubs.
  • Ticket prices are set by event organizers, while fees cover service costs and venue operations.
  • Major lawsuits from the Justice Department and FTC could fundamentally change how Ticketmaster operates in the coming years.
  • Ticketmaster controls approximately 80% of major concert venue ticketing, according to federal regulators.

Whether you're trying to score tickets to the next big concert or simply want to understand the ticketing landscape, knowing how Ticketmaster works—from its queue system to its legal challenges—gives you valuable insight into the complex world of live event ticketing.