Live Nation is relocating Backstreet Boys fans who purchased tickets for the group’s 2027 Toronto residency after discovering their seats had obstructed views that were not disclosed during presale. The company apologized for the frustration, as some fans paid thousands of dollars for seats that were later listed at significantly discounted prices once the obstructions were labeled, CBC reported.
The dispute involves the “Into the Millennium – Homecoming: Live in Canada” residency at the Rogers Centre. While Rogers organized the event and provided exclusive presale access to its customers on Oct. 5, Live Nation oversees the concerts and its subsidiary, Ticketmaster, manages the ticketing platform.
Fans discover obstructed views after presale
Dozens of ticket holders used social media to report that Ticketmaster failed to mark certain seats as obstructed during the initial sales period. Some fans only realized the issue after seeing posts from other buyers or noticing that identical seats for later dates were selling for much less.
Tannia Ribeiro spent nearly C$700 on two tickets in Section 130 during the Rogers presale, according to CBC. She later found an Instagram post flagging her area as obstructed, which Ticketmaster subsequently confirmed in an email.
Stephanie Tan spent over C$3,000 on four tickets and learned of the obstructed view through “online chatter.” She planned to fly from Vancouver for the opening weekend show in Toronto. She told CBC she only received official confirmation after emailing the company, at which point Ticketmaster confirmed her seats were affected.
Did you know? The residency was originally announced as four concerts, but high demand led to the addition of eight more performances, totaling 12 shows from February 12 through March 7, 2027.
Presale buyers paid more for obstructed seats
The lack of disclosure resulted in significant financial differences between presale buyers and later customers. Lisa Parent of Thunder Bay purchased eight tickets for the Feb. 20 show for more than C$5,500. According to CBC, Parent specifically asked Ticketmaster if the seats were obstructed; a representative confirmed on Oct. 7 that they were not.
However, Parent later found the same seats for a March 5 show listed as “partially obstructed” for approximately C$2,900—nearly half the price she paid for the February date. Parent provided screenshots to CBC News showing the discrepancy. Parent told CBC she felt “tricked” and “misled,” adding that she would prefer a partial refund reflecting the later advertised value.
Fans claim relocation efforts are inadequate
Live Nation spokesperson Shabnum Durrani stated that impacted fans will be “proactively relocated to comparable full-view locations.” Durrani added that the company is working with fans to “explore available options.”
Some fans claim the relocation process has been inadequate. Betsabe Bustillos of Welland, Ont., said she was moved to a row much farther back, but her new view is still obstructed. Bustillos had originally paid around $1,300 for four seats in the second row of section 130. “This is insane,” she told CBC. “It’s destroying the entire experience.”
Another fan, Giulianna Heto, told CBC she spoke with three different people before finding help. Heto alleges a Ticketmaster employee suggested she sell her tickets and “lie” by not mentioning the obstruction to the buyer. Heto said she would have preferred the ability to change the date or pick her own new seating.
Deadlines for refunds and seat changes
Affected buyers are currently weighing whether to accept new seats or request their money back. Bustillos told CBC she must notify Ticketmaster by Nov. 22 if she wants a refund or a relocation, noting that if a fair solution isn’t reached, she will opt for the refund and miss the concert.
Backstreet Boys Toronto Ticket FAQs
According to CBC, some fans, including Betsabe Bustillos, have been told they must respond by Nov. 22 regarding their choice of a refund or relocation.
Rogers is the organizer and owner of the Rogers Centre, Live Nation oversees the concerts, and Ticketmaster operates the ticketing platform.
The group is expected to play 12 shows across four consecutive weekends from February to March 2027.