“America first” shouldn’t put product safety last

By Daniel Greene, Senior Director of Consumer Protection & Product Safety Policy

Who wants “shock and awe” when plugging in an electronic device?  What parent wants a “chainsaw” to be taken to the institutions validating that toys are safe?  What senior wants to “dismantle” the safety net helping prevent falls and common injuries to the older Americans? 

The Trump Administration’s unprecedented assault on our bedrock federal institutions may undermine a key line of defense against dangerous products and household hazards: the Consumer Protection Safety Commission (CPSC).   

 The CPSC protects the public against unreasonable risks of injury or death from consumer products through education, safety standards, regulation, and enforcement. The agency is charged with regulating 15,000 types of consumer products.

During the Biden Administration, the CPSC finalized over fifty rules and standards, including banning crib bumpers and establishing standards for adult portable bed rails, mattress flammability, and infant sleep products.  In Fiscal Year 2024, the Commission actively facilitated the establishment of 26 voluntary safety standards and negotiated and implemented 333 recalls involving 41 million products. The CPSC submitted over 56,000 takedown requests to e-commerce platforms and sellers, resulting in more than 58,000 banned or previously recalled products being removed from such sites.  The agency conducted approximately 1,000 inspections, surveillance efforts, and recall effectiveness checks to ensure compliance with product safety law.   

In recent weeks, the Trump Administration has begun to execute an ambitious plan to reduce the size of government.  It’s curbed the authority of independent federal agencies like the CPSC, imposed spending freezes, and fired civil servants. Every federal agency is required to produce an Agency Reduction in Force and Reorganization Plan by March 13. Such plans must seek to achieve significant staff reductions, reduced budgets, and reduced real property footprint.

Efforts to dramatically reduce the CPSC’s resources, staff, and facilities could substantially diminish the Commission’s ability to carry out its mission: product safety.    

Product safety should be standard.  The norm, not the exception. Not a choice, but an expectation. 

After all, these are products we rely on – products we are in constant contact with, such as appliances, toys, furniture, electronics, clothing, and power tools. They’re in our living rooms, bedrooms, kitchens, and sheds.  They’re what we wear and where we sleep.  They’re used to cook and clean. They’re what our children play with.    

Safety cannot be assumed, however.  It must be established and maintained.  For in the product safety space, there is a dangerous safety paradox which may compel producers to put profits over people. 

Competitive pressures encourage producers to drive down prices by cutting corners and ignoring readily available safety features. After all, consumers are price sensitive. Twenty-five cents can make the difference between executing a sale and losing business to your competitor.   

Further, consumers assume that every product for sale is safe. They cannot readily identify risks associated with a particular product.  Consumers are completely at the mercy of representations made by the producers.  Consider this example.  Can we really expect the everyday furniture shopper to tell whether a dresser complies with tip-over standards?  Of course not.  Between 2013 and 2023, 217 deaths were attributed to furniture tip overs. Yet, it is nearly impossible to distinguish safe from unsafe furniture.  

In such an environment, safety can take a back seat to savings.   

Many manufacturers of table saws refuse to equip their devices with safety features that prevent or mitigate the severity of contact injuries. These manufacturers save a few hundred bucks per saw.  But nearly 50,000 consumers must seek medical treatment for table saw injuries each year, costing society $1.28 billion to $2.32 billion annually.  There are approximately 10 amputations a day that could be totally prevented with safe saw technology.   

Over one million crib bumpers were sold each year despite being attributed to 83 fatalities and 60 injuries. Manufacturers generated hundreds of thousands of dollars in revenue from selling these products.  

Many manufacturers failed to meet voluntary safety standards for adult portable bed rails, resulting in 310 fatalities between 2003 and 2021. They saved $5.40 per unit.  

It’s a perilous race to the bottom that poses a clear and present danger to the American people.   

Approximately 49,000 product-related deaths and 34 million product-related injuries occur each year. These are not just statistics. These are lives cut short.  Livelihoods ruined.  Maimed breadwinners.  Injured children.   

Falls, fires, poisoning, and suffocation remain persistently high, accounting for four out of five deaths. Everyday product categories – such as stairs, ramps, beds, pillows, chairs, exercise equipment, bathtubs, and bicycles – are frequently involved. The young and the elderly are particularly vulnerable.

Consumer product incidents account for $1 trillion in costs to society each year, for medical bills, emergency services, lost productivity, insurance, workplace loss, legal costs, and property damage.  

And, of course, there are some costs that simply cannot be captured in dollars and cents. Clearly, the cost of care and loss of income of an injured breadwinner is measurable in dollars, but we cannot measure the psychological loss of their role as a provider.  

Prudent government intervention is necessary to address the unacceptable risk posed by harmful consumer products. The CPSC provides that prudent government intervention.   

This small agency with a large mission has delivered.  CPSC standards and enforcement activities have helped spur a 43 percent decline in residential fires, a 47 percent decrease in fire deaths, and a 41 percent reduction in fire injuries. Child poisonings have decreased by 80 percent.  Bicycle injuries dropped by 35 percent. Deaths from refrigerator door entrapments and garage door incidents have been virtually eliminated. Crib deaths have plummeted by 80 percent. Injuries associated with baby walkers have been slashed by 88 percent. Pool and pool equipment injury rates have decreased by 55 percent.

The results are clear.  The CPSC saves lives.  It protects the health and safety of the American people and creates clear rules of the road for manufacturers, retailers, and distributors.  It ensures that safety is engrained in the design and manufacturing of each product.  It gives industry a safe space to pursue their profit motive while fulfilling their obligation to protect customers. And through product recalls and enforcement it establishes a level playing field that ends the race to the bottom.  Thus, we must preserve the CPSC and ensure the agency has the appropriate tools, resources, and personnel to carry out its lifesaving mission.   

NCL calls for immediate action on aviation safety following tragic Washington, DC plane crash

Media Contact: Lisa McDonald, Vice President of Communications, 202-207-2829

Washington, DC — National Consumers League (NCL) is heartbroken by the tragic crash of American Airlines Flight 5342 in Washington, DC. We extend our deepest condolences to the families and loved ones of the 64 passengers and crew members who perished, as well as the three service member aboard the Army Black Hawk helicopter. This tragedy is a stark reminder that safety must be the #1, #2, and #3 priority, above all else, in our nation’s aviation system.

This crash follows a long-standing and growing concern about the dangers of overcrowded airspace, particularly at Ronald Reagan Washington National Airport (DCA), home to the busiest runway in the nation. The airspace around DCA, heavily congested with both passenger planes and military aircraft on security patrols, has seen a series of near-misses and incidents. Experts and lawmakers have repeatedly warned about the risks, citing a series of near-misses and incidents—including a recent incident where a catastrophic runway collision was narrowly avoided. Despite these red flags, Congress continues to push for increased flights in this already overburdened airspace.

This tragedy must serve as a wake-up call for the urgent action. It is critical to reevaluate flight patterns, air traffic control resources, and safety protocols. To restore passenger trust in air travel, we need a thorough, transparent investigation into this tragedy, along with a concrete plan to address the underlying issues of congestion and air traffic control shortages.

“While investigations will seek to determine the precise cause of this crash, one thing is clear: we must not wait for another catastrophe to make air travel safer,” says John Breyault, Vice President of Public Policy, which has been pushing for passenger safety and updated evacuation policies. Breyault served on the Aviation Consumer Protection Advisory Committee from 2021-2024.

When speaking to the media President Trump has recklessly blamed diversity, equity, and inclusion hires —along with the last two Democratic presidents —for the crash. This politically motivated finger-pointing isn’t just misleading; it’s a blatant attempt to distract from the real issues. NCL urges lawmakers, regulators, and the aviation industry to come together and take immediate steps to enhance safety in our nation’s airspace. It is time to prioritize reforms that protect the lives of passengers and restore confidence in air travel.

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About the National Consumers League (NCL)

The National Consumers League, founded in 1899, is America’s pioneer consumer organization. Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad. For more information, visit www.nclnet.org.

NCL supports click-to-cancel legislation in Maryland Senate

January 21, 2025

Media Contact: Lisa McDonald, Vice President of Communications, (202)- 207-2829

Washington, DC – Today, NCL submitted testimony in support of SB49 before a Thursday hearing in the Maryland Senate Finance Committee.

 

January 21, 2025

The Honorable Pamela Beidle, Chair
Senate Finance Committee
Maryland General Assembly
3 East Miller Senate Office Building
Annapolis, MD 21401

RE: NCL support for SB 49 (Consumer Protection-Automatic Renewals)

Dear Chair Beidle,

On behalf of the National Consumers League (NCL), the nation’s oldest consumer advocacy organization, I write to express our strong support for SB 49 (cross-filed with HB 107), a bill introduced by Senator Gile that would promote fairness in the marketplace for automatically renewing subscription contracts.^1 As an organization that has long championed consumer rights and the protection of vulnerable populations from unfair, abusive, and deceptive trade practices, we are pleased to see Maryland considering such important legislation. We urge the committee to favorably report the measure with amendments to strengthen the legislation even further.

The average consumer pays two-and-a-half times what they originally estimated on monthly subscriptions.^2 When an individual attempts to cancel an automatic renewal, they often encounter burdensome cancellation processes. One survey found that more than half of respondents
reported an average of three months to cancel unwanted recurring payments.^3 That same study discovered that 71% of individuals lost more than $600 a year in unwanted payments.

NCL has been an active supporter of auto-renewal protections in other jurisdictions, including at the Council of the District of Columbia^4 and the Federal Trade Commission,^5 where rules set clear guidelines for both the provision and cancellation of automatically renewing subscription contracts. These measures were designed to enhance transparency, prevent deceptive practices, and ensure that consumers are able to easily cancel such subscriptions without unnecessary obstacles or undue financial burdens. We believe that SB 49, which reflects many of these same principles, is a step in the right direction toward safeguarding Maryland consumers from exploitation through automatic renewal clauses that can trap them into paying for services they no longer wish to receive or did not realize they signed up for in the first place.

While the Federal Trade Commission has finalized its click-to-cancel rule to take effect nationwide,^6 the future of this federal regulation is uncertain as a new presidential administration and new majorities in Congress have the means to undo the critical consumer protection. Regardless of the federal regulation’s status, Maryland has the opportunity to enact even stronger protections for its citizens through SB 49.

Compared to the federal rule, Senator Gile’s legislation goes further in protecting Marylanders by requiring sellers to provide an annual notice to consumers enrolled in an autorenewal plan, clearly reminding them of the terms of the plan and the cancellation methods available. Additionally, SB 49 includes safeguards against free trial conversion traps, a provision that is absent in the federal regulation.

There are however a few improvements that the committee should implement to better protect Maryland consumers.

First, require sellers to obtain a separate consent solely for the automatically renewing piece of the product, apart from any other transaction. Consumers too often believe they are purchasing a product without knowing that they are signing up for a subscription. While the clear and conspicuous disclosures proposed in SB 49 will go a long way in reducing this unfair, abusive, and deceptive trade practice, requiring separate consent for the subscription should significantly reduce any remaining confusion.

Second, require sellers to provide a notice to consumers before each automatic and recurring payment. While the annual notice in the bill is commendable, providing the same reminder (including the terms of the plan, the amount to be charged, and the cancellation methods) before each recurring payment—whether they be annually, monthly, or similarly regular basis—would greatly lessen consumer harm.

Third, prohibit sellers from obtaining a consumer’s credit card information to begin a free trial. Too many dishonest businesses enroll consumers in free trial conversion traps, using pre-given credit card information and hidden consent for the conversion to a paid subscription. SB 49’s notice requirement before conversion should dissuade this practice, prohibiting sellers from requiring consumers to provide their credit card information to begin a free trial would eliminate this unfair, abusive, and deceptive practice entirely.

Lastly, remove the deferral to federal regulation in subsection E (lines 20 through 23 on page 5). SB 49 in its current form already includes a number of additional safeguards missing in the federal regulation. Allowing covered entities to escape their obligations under Maryland law as long as they adhere to the lesser requirements in the federal regulations would be unnecessarily self-limiting. The Federal Trade Commission itself included a deferral to the states in its regulation, stating in 16 CFR § 425.7

(a) In general. This part shall not be construed as superseding, altering, or affecting any State statute, regulation, order, or interpretation relating to negative option
requirements, except to the extent it is inconsistent with the provisions of this part, and then only to the extent of the inconsistency.

(b) Greater protection under State law. For purposes of this section, a State statute,
regulation, order, or interpretation is not inconsistent with the provisions of this part if it affords any consumer greater protection than provided under this part.^7

NCL applauds Senator Giles for her leadership on this issue and appreciates the committee’s work to protect Maryland consumers. By enacting SB 49, Maryland would join a growing list of states and localities working to curb the negative effects of automatic renewal schemes and ensure that businesses are held accountable for their marketing and contract practices. NCL supports SB 49 and urges the committee to strengthen the bill even further before favorably
reporting the measure.

Should you or your colleagues have any questions, please do not hesitate to contact me at your convenience.

 

Sincerely,

Eden Iscil
Senior Public Policy Manager
National Consumers League
edeni@nclnet.org

cc: The Honorable Antonio Hayes, Vice Chair, Senate Finance Committee
The Honorable Dawn Gile
The Honorable Andrew Prusk

 

1 “Consumer Protection – Automatic Renewals,” Maryland General Assembly, accessed January 21, 2025. https://mgaleg.maryland.gov/mgawebsite/Legislation/Details/sb0049
2 “Subscription Service Statistics and Costs,” C+R Research, May 18, 2022. https://www.crresearch.com/blog/subscription-service-statistics-and-costs/
3 “Survey from Chase Reveals That Two-Thirds of Consumers Have Forgotten About At Least One Recurring Payment In The Last year,” Chase, April 1, 2021. https://media.chase.com/news/survey-from-chase-reveals
4 “D.C. Law 22-235. Structured Settlements and Automatic Renewal Protections Act of 2018,” Council of the District of Columbia, March 13, 2019. https://code.dccouncil.gov/us/dc/council/laws/22-235
5 “NCL welcomes FTC’s click-to-cancel rule,” National Consumers League, October 17, 2024. https://nclnet.org/ncl-welcomes-ftcs-click-to-cancel-rule/ 
6 “Federal Trade Commission Announces Final ‘Click-to-Cancel’ Rule Making It Easier for Consumers to End Recurring Subscriptions and Memberships,” Federal Trade Commission, October 16, 2024. https://www.ftc.gov/news-events/news/press-releases/2024/10/federal-trade-commission-announces-final-click-cancel-rule-making-it-easier-consumers-end-recurring 
7 “Part 425—Rule Concerning Recurring Subscriptions and Other Negative Option Programs,” Code of Federal Regulations, January 16, 2025. https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-425

 

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About the National Consumers League (NCL)
The National Consumers League, founded in 1899, is America’s pioneer consumer organization.  Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad.  For more information, visit nclnet.org.

NCL hails FTC ban on hidden junk fees in ticketing and lodging

December 17, 2024

Media contact: National Consumers League – Lisa McDonald, lisam@nclnet.org, 202-207-2829

Washington, DC – Today, the FTC announced its final rule banning hidden junk fees in live-event ticketing and short-term lodging. NCL has long advocated for such a ban at the federal level and applauds the Commission for enacting this critical consumer protection regulation.

“Sellers in these industries can no longer lie to consumers to make a buck. The FTC’s final rule is a common-sense policy that will make the ticketing and lodging marketplaces fairer for everyone involved,” said NCL Vice President John Breyault. “The price that’s advertised is the price that you should pay.”

This single rule by the FTC will result in billions of dollars in savings for consumers. A non-partisan federal study of the ticketing industry found that primary and secondary ticket sellers charged fees averaging 27% and 31%, respectively, of the ticket’s price. Regarding lodging, the Council of Economic Advisers estimated that consumers lose $3.3 billion annually to hotel junk fees.

Further reading:

2024 public comments of the National Consumers League and 51 other organizations supporting the FTC’s proposed rule to ban junk fees

2024 public comments of the Break Up Ticketmaster Coalition (NCL and 14 other organizations) supporting the FTC’s proposed rule

2023 testimony of NCL’s CEO before the United States Senate on the need to prohibit junk fees

2023 public comments of the National Consumers League and 41 other organizations supporting the FTC’s advanced notice of proposed rulemaking on junk fees

2022 public comments of the National Consumers League supporting a petition for rulemaking to ban drip pricing, which resulted in this final rule

2018 public comments of the National Consumers League and the Sports Fans Coalition urging FTC intervention in the ticketing industry

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About the National Consumers League (NCL) 

The National Consumers League, founded in 1899, is America’s pioneer consumer organization. Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad. For more information, visit www.nclnet.org.

NCL welcomes CFPB final rule enabling supervision of payment apps

Media contact: National Consumers League – Lisa McDonald, lisam@nclnet.org, 202-207-2829

WASHINGTON, DC–Today, the Consumer Financial Protection Bureau finalized its larger participant rulemaking, allowing the Bureau to better ensure that payment app companies are complying with federal consumer protection law. As the use of payment apps has exploded over the past decade, CFPB oversight is critical to ensuring that consumers using these apps are receiving the full care and protections they are legally entitled to, including safeguards around payment errors, peer-to-peer fraud, and corporate surveillance.  

“As our financial system evolves, it’s important that regulators keep up. Director Chopra and CFPB staff have done invaluable work over the past three years to ensure that payment facilitators follow the law, even as the technology advances,” said NCL Vice President of Public Policy, Telecommunications, and Fraud John Breyault. “The final rule announced today will help better protect the millions of consumers who use digital wallets and payment apps every day.” 

Additional reading:

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About the National Consumers League (NCL) 

The National Consumers League, founded in 1899, is America’s pioneer consumer organization. Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad. For more information, visit www.nclnet.org.

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Consumer coalition supports DOT proposal to ban family seating fees, urges action on additional passenger protection issues

November 8, 2024

Media contact: National Consumers League – Melody Merin, melodym@nclnet.org, 202-207-2831

WASHINGTON, DC – Today, the National Consumers League (NCL) and six other public interest organizations filed comments supporting the U.S. Department of Transportation’s (DOT) proposed rule to ban fees charged to families trying to secure seats next to their children. NCL has long urged DOT to act on this important safety issue and applauds Transportation Secretary Buttigieg for taking the necessary steps toward ending this unjustifiable practice. 

“We have a basic right to fly with our children and not pay a junk fee for doing so,” said NCL Vice President of Public Policy, Telecommunications, and Fraud John Breyault. “Parents should not have to choose between an affordable airline seat and their children’s safety. Congress and DOT both reached the right conclusion that ending the airlines’ unjustifiable tax on families is the right thing to do for the flying public.” 

NCL also commended DOT for raising questions regarding air carriers’ obsession with add-on fees generally, like charges for providing drinking water to passengers or printing a physical boarding pass. The availability of 24/7 live customer service and seating that meets Federal Aviation Administration (FAA) safety guidelines were also basic services that the consumer coalition urged DOT to require airlines to provide, fee-free. 

“No matter what type of ticket you bought, you should not have to worry if your airplane seat meets FAA safety guidance or if you can receive drinking water on a long flight,” said NCL Public Policy Manager Eden Iscil. “Offering affordable fares is great, but that does not justify skimping on basic consumer protections, especially when it comes to our health and safety. DOT is the only agency in the country with a mandate to regulate these issues. If it doesn’t step in, no one else will.” 

The full comments submitted by NCL, the American Economic Liberties Project (AELP), Consumer Action, Consumer Federation of America (CFA), FlyersRights, Travelers United, and the U.S. Public Interest Research Group (U.S. PIRG) can be found here

Further reading: 

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About the National Consumers League (NCL) 

The National Consumers League, founded in 1899, is America’s pioneer consumer organization. Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad. For more information, visit www.nclnet.org.

Consumer groups file amicus brief supporting DOT’s airline fee transparency rule

October 17, 2024

Media contact: National Consumers League – Melody Merin, melodym@nclnet.org, 202-207-2831

WASHINGTON, DC – This week, the National Consumers League and three other public interest advocacy organizations filed a brief of amici curiae in Airlines for America, et. al v. Department of Transportation. The airline industry filed the lawsuit, claiming that the Department of Transportation (“DOT”) lacks the authority to protect passengers, after DOT finalized its rule requiring air carriers to disclose upfront the fees they charge for baggage and reservation changes or cancellations.

“DOT has put in place common-sense price transparency rules,” said NCL Vice President of Public Policy, Telecommunications, and Fraud John Breyault. “Travelers deserve to know up front how much it will cost to bring a bag on a plane or cancel or change their reservation. Unfortunately, the industry’s litigation goes much further than disputing a single rule they do not like. It strikes at the heart of DOT’s ability to issue consumer protection regulations across the board.”

If the industry’s litigation is successful, it could jeopardize decades of basic—yet critical—consumer protections implemented by DOT. In addition to threatening the ancillary fee transparency rule, a ruling by the 5th Circuit in favor of the airlines could jeopardize the Full Fare Advertising Rule requiring air carriers to include all mandatory charges within their advertised prices. The lawsuit comes just four years after the same airlines received more than $50 billion in taxpayer bailouts from the federal government during the COVID-19 pandemic.

The American Economic Liberties Project, Consumer Federation of America, NCL, and the US Public Interest Research Group filed the brief supporting the fee transparency rule.

Additional reading:

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About the National Consumers League (NCL) 

The National Consumers League, founded in 1899, is America’s pioneer consumer organization. Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad. For more information, visit www.nclnet.org.

NCL urges Congress to strengthen consumer protections against aviation cyber incidents

September 18, 2024

Media contact: National Consumers League – Melody Merin, melodym@nclnet.org, 202-207-2831

WASHINGTON, DC – Today, NCL Vice President John Breyault testified before the U.S. Senate Committee on Commerce, Science, & Transportation. The hearing examined cybersecurity threats to the air travel industry and the impacts that these disruptions have on passengers. The Committee’s inquiry follows recent disruptive events in air travel stemming from digital vulnerabilities, such as last month’s cyberattack on Seattle-Tacoma International Airport and the mass outage attributed to a CrowdStrike update in July.  

“When cybersecurity incidents occur in the airline industry, consumers are often the ones who suffer most,” stated Breyault. “Flights are delayed or canceled, personal information is compromised, and families can find themselves stranded for days without recourse.” 

Despite the surge in digital threats targeting the aviation sector, key safeguards remain absent. In his testimony, Breyault urged Congress to take steps to reduce the risk of cyber incidents and to mitigate the harm to passengers when such mishaps occur. 

Specifically, NCL advocated for Congress to: 

  • Establish comprehensive data security standards to provide a baseline of protection for the data consumers routinely share when flying; 
  • Enact legal protections against hacking, fraud, and theft for the billions of dollars in airline rewards that consumers earn, store, and redeem each year; and 
  • Codify the U.S. Department of Transportation’s authority to implement delay compensation requirements for airlines, minimizing out-of-pocket costs for passengers needing food, drink, lodging, and alternative transportation during a flight disruption. 

Breyault’s full written testimony to the Senate Commerce Committee can be found here. 

More information on NCL’s recent work to protect the flying public can be found below. 

The Senate hearing can be viewed here.

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 About the National Consumers League (NCL) 

The National Consumers League, founded in 1899, is America’s pioneer consumer organization. Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad. For more information, visit www.nclnet.org.

Getting a ticket to the U.S. Open: My story

By Sally Greenberg, CEO of the National Consumers League

Each year, I look forward to the end of summer because I take an annual pilgrimage to the U.S. Open tennis tournament in Queens, NY.  What I don’t look forward to is the process of trying to get a ticket to this event. Like millions of other fans, it always feels to me like I’m playing a rigged game designed to wring every dime of profit out of me.

In the olden days, I could stand in line at the window of the tennis center an hour before the gates opened and buy a face-value ticket with no fees attached. In those halcyon days of yore, the tickets were typically priced around $120 – 160, getting me a grounds pass and entry into the show courts, where the best matches are played.

So much for the good old days; today, there are no face-value tickets to be had.  The business of selling and scalping tickets has become a corporate enterprise, with private equity firms getting in on the game as tickets get sold for sky-high prices with exorbitant junk fees tacked on for good measure.

In sum, my chances of getting a face-value ticket to the U.S. Open are about the same as my chances of seeing a dodo bird.

My effort to get tickets to the U.S. Open was as frustrating as it is familiar for millions of fans.  On August 15, I searched the Ticketmaster site to see about getting a ticket to the Open on Friday, August 30. Being a good consumer, I comparison shopped by googling “U.S. Open Tickets” and up came results from SeatGeek, StubHub, and Vivid. On the official Ticketmaster site for the tournament, I could find no face-value tickets for games on the Arthur Ashe court during an in-demand weekend, just “Verified Resale” tickets.

Why were there no tickets available? This is where the lack of transparency in the ticket marketplace comes into play. Were those tickets scooped up by ticket brokers looking to turn a quick buck? Did they have special “deals” with corporate sponsors, the U.S. Open itself, or other connected insiders? Or did the brokers get their tickets with the help of illegal ticket-buying “bot” software? No one knows though FTC enforcement against several brokers in 2021 suggests this may be the case more often than not.

In the end, I knuckled under and bought two tickets from a resale site—$249.00 + $47.67 in fees each, for two tickets in the top row of a huge stadium. Even then, my ordeal was not over. I received a confusing “Good News” email telling me that the seller had transferred the tickets to me and to check the U.S. Tennis Association app, which I did. No tickets.

I checked the U.S. Open app.  No tickets.

I checked the Ticketmaster app. No tickets.

I continued to check all week to no avail.

I tried reaching out to the reseller via their customer service email address and received no response. I looked for a customer service phone number to call to no avail. The event was getting close, and I began to panic.

While my story did end happily (I got my tickets), it required me to move heaven and earth (and get in touch with the company’s lobbyist) to find a resolution. This is not an option for most consumers who too often have to put up with lousy customer service to get simple problems resolved.

There are no angels in this industry. Whether buying from a reseller, Ticketmaster, or directly from the box office, consumers find themselves feeling gouged, forced to pay junk fees thanks to drip pricing, and having to put up with bad customer service operations. Just ask the millions of Oasis fans who suddenly learned what “dynamic pricing” can do to the price of a ticket.

It does not have to be this way.

The National Consumers League has long been a voice for consumers fed up with having to navigate what feels like a Rube Goldberg-esque scheme simply to get a simple ticket to a concert, theater, or sporting event.

So, what are our policy recommendations?

  • America needs a national all-in ticket pricing law to end hidden junk fees. The House of Representatives overwhelmingly passed the TICKET Act earlier this year, which would do just that. The Senate should follow suit.
  • The FTC should investigate how tickets end up on the resale marketplace. While much attention gets paid to the eye-watering price of tickets on the resale market, shockingly, little has been paid to how they get there in the first place.
  • Primary ticket sellers should be required to disclose how many tickets will be made available to the general public and how many are being “held back” for connected insiders.
  • Ticket sellers should be required to maintain 24/7 customer service phone lines to assist consumers who need help navigating the overly complicated processes for actually accessing tickets.

All of the stakeholders in the success of live events should get behind these recommendations. If fans continue to be mistreated by the industry, they’ll stop going to events, and that will be a loss for more than just this tennis fan.

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About the National Consumers League (NCL)

The National Consumers League, founded in 1899, is America’s pioneer consumer organization.  Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad.  For more information, visit nclnet.org.

NCL among one of many organizations expressing concern for the growing catalytic converter theft problem

August 29, 2024

Media contact: National Consumers League – Melody Merin, melodym@nclnet.org, 202-207-2831

WASHINGTON, DC – Today, the National Consumers League (NCL), along with many other organizations representing a cross-section of industry and interested stakeholders, signed a letter to the chairs of both the Committee on Armed Services and the Committee on Commerce, Science, and Transportation expressing their strong support of an amendment to combat the growing national problem of catalytic converter theft. Catalytic converters are being stolen at increasingly high rates because they contain valuable metals, such as rhodium, platinum, and palladium.

NCL’s CEO Sally Greenberg recently shared her own catalytic converter theft experience in this blog post.

The letter to the committees can be found here.

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 About the National Consumers League (NCL) 

The National Consumers League, founded in 1899, is America’s pioneer consumer organization. Our mission is to protect and promote social and economic justice for consumers and workers in the United States and abroad. For more information, visit www.nclnet.org.