This week, The Washington Post published commentary from American journalist and columnist Joel Stein on “the worst app” he has ever used. While we might argue that there is another entity out there with an even worse app, the article highlights the emerging and significant issue of data security that the live events industry is already facing.
In his piece, Stein discusses a new app that sports fans and concertgoers are required to download to gain entry into the Intuit Dome— Steve Ballmer’s new arena for the L.A. Clippers —as well as many big-name concerts featuring artists like Bruno Mars and Billy Joel.
He points out the significant amount of data collection required by the app to “provide services,” which forces users to surrender a substantial amount of personal information. This includes encouraging facial recognition, location sharing, and even connecting the app to credit cards.
Is it a coincidence that Ticketmaster handles ticketing for this arena? In this case, probably. However, the discussion around data hoarding and consumer security risks is something that these kinds of venues should take seriously—especially considering their ticketing partner’s situation earlier this year.
This month, a class-action lawsuit was filed against Live Nation, accusing it of failing to secure user information after an April 2024 hack of Ticketmaster that compromised the personal information of more than 560 million customers. The data breach underscores how prioritizing complicated technological hurdles focused on controlling information over quality service can ultimately lead to more harm than good.
For Steve Ballmer’s new arena, streamlining and digitizing everything into a user’s phone seemingly has its merits. But when supposed “cutting-edge” technology fails to simplify live events effectively, what then is its purpose? The same goes for Ticketmaster: when technical issues constantly frustrate fans, why do they keep returning? Because it’s often their only option.
Moreover, these systems become large targets for hackers due to their comprehensive control over ticketing, venues, and events—a situation seen on a much larger scale with Ticketmaster and Live Nation. As Stein aptly put it: “I was the victim of cocky business thinking in which you imagine your customer is so devoted to your product that they will press more than two buttons.”
Consumers are tired of clumsy ticket purchasing processes, potential data hacks, and draining technology issues—they just want to enjoy the event they paid for.