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Live Nation Ticketing Executive Apologizes for “Robbing Fans Blind” Comments at Antitrust Trial
A senior Live Nation Entertainment ticketing employee expressed remorse in federal court Tuesday after private messages surfaced showing him boasting about exploiting customers and “robbing them blind” while charging premium prices for concert amenities.
Benjamin Baker, who heads ticketing for Venue Nation, a division that manages Live Nation’s amphitheaters, testified that his instant messages from early 2022 were “very immature and unacceptable” during cross-examination in Manhattan federal court. Baker’s communications have become central to the ongoing antitrust case brought by 30 states against the entertainment giant.
“I used very immature and regrettable language,” Baker testified, his voice breaking at one point as state attorneys confronted him with his own words. In the messages, Baker had written that concert prices were “outrageous,” that “these people are so stupid,” and that “I almost feel bad taking advantage of them,” followed by “BAHAHAHAHAHA.”
The trial continues despite the Justice Department reaching a settlement with Live Nation last week aimed at opening ticketing and promotional markets to more competition. Federal officials claim the settlement will reduce ticket prices, but most states involved in the original lawsuit remain unsatisfied, arguing it falls short of their goal to break up what they consider a monopolistic enterprise.
Jeffrey Kessler, representing the states, questioned Baker aggressively, suggesting the messages revealed the company’s monopolistic attitude toward consumers. The exchanges occurred as fans were eagerly returning to live events following pandemic restrictions.
Baker attempted to contextualize his comments, explaining he was expressing surprise to a colleague about the prices customers were willing to pay for optional amenities like lawn chairs, VIP access, and preferred parking at the MidFlorida Credit Union Amphitheatre in Tampa. He emphasized these were “optional” expenses that no ticketholder was required to purchase.
“I was conveying my surprise that the market dictated fans were willing to pay $50 to park closer,” Baker explained, though Kessler countered sharply that Live Nation could have charged less, suggesting the company was deliberately “exploiting” fans.
Baker, who has received two promotions since the controversial chat, tried to distance his employer from his personal comments, stating he was “speaking for myself, not Live Nation as a whole.” When asked if he had faced any disciplinary action over the messages, Baker replied, “No sir, not at this time.”
Live Nation had previously attempted to exclude Baker’s messages from the trial, arguing they represented “off-the-cuff banter, not policy” between two friends. The company claimed executives only learned about these communications this month and would “be looking into the matter promptly.” Judge Arun Subramanian rejected the company’s request.
The case highlights growing concerns about Live Nation’s market power since its 2010 merger with Ticketmaster. Critics argue the combined entity controls too much of the live entertainment ecosystem, from artist management and venue operations to ticket sales and distribution.
Throughout the trial, Live Nation has defended itself by portraying the company as operating in a competitive, high-risk industry with thin profit margins. Company executives have testified that they fight aggressively but fairly against competitors while navigating the demands of performers and venues that hold significant leverage in the industry.
The ongoing litigation underscores the tension between Live Nation’s business practices and consumer advocates who claim the company’s market dominance has led to higher prices and fewer options for concertgoers. The outcome could reshape the live entertainment landscape, potentially forcing structural changes to how events are ticketed and promoted across the United States.
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6 Comments
The Live Nation exec’s callous comments about exploiting and robbing fans are quite troubling. While candor is appreciated, treating customers with disrespect undermines trust in the industry.
I agree – the lack of empathy and sense of entitlement is disappointing. Hopefully this incident leads to more accountability and transparency around ticketing practices.
While the executive’s comments were inappropriate, I’m curious to learn more about the broader context and systemic issues driving high ticket prices and poor customer experiences. Hopefully the trial leads to meaningful reform.
That’s a fair point. Addressing the root causes, like lack of competition, will be key to creating a more equitable and customer-centric ticketing industry.
It’s concerning to see a major ticketing provider openly disparaging its own customers. This kind of attitude likely contributes to the industry’s reputation for poor customer service and inflated pricing.
You’re right. The trial highlights the need for stronger antitrust enforcement and consumer protections in the live entertainment sector.