Consumer watchdog: Number of complaints drops after Tatler announces 50% refund

The number of complaints related to Lionel Missi’s no-show in the friendly match between Inter Miami and the Hong Kong team last week has dropped significantly after organiser Tatler Asia promised to offer a 50% refund on Friday.

Gilly Wong Fung Han, chief executive of The Consumer Council said on a radio programme on Tuesday, that as of 9 February 2 pm, the council received a total of 1,303 complaints related to the match, totalling HK$8.92m.

Among the complaints, 1,038 were filed by locals and 265 by tourists. The highest amount in a single case involved about HK$82,960, and the number stood at HK$6,847 on average.

However, only a dozen of new complaints related to the Messi Fiasco have been received after Tatler apologised and announced to offer a 50% refund to those who purchased match-day tickets from the official channels, she added.

Wong believed the partial refund was the most direct arrangement that can calm fans’ anger and Tatler’s effort was recognised. Despite not being able to watch the match herself, Han said she understands the disappointment of fans regarding the incident, but she also saw many praise for the great experiences brought by the match overall.

When asked whether fans’ travel expenses can be refunded, Wong said it depends on various organisers. “Based on past experience, full refunds may not be given. We understand that this approach is not one of the considerations for this refund arrangement.”

She also pointed out that if a superstar comes to Hong Kong to hold a concert but is unable to perform for different reasons, participants’ travel expenses may not be refundable, as they may be travelling for various purposes such as family visits.

"If travel expenses are included in the refund policy, it may be difficult to handle or mediate, so the general principle is that only tickets will be refunded," she added. As details about the refund process will be provided by mid-March, Wong reminded fans to keep their tickets and electronic transaction records.

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This came after thousands of Lionel Messi fans expressed their anger and asked for refund after they paid HK$4,880 to watch the Argentina football star stay rooted at the bench throughout the friendly match between Inter Miami and the Hong Kong team on 4 February 2024.  

David Beckham, the president and co-owner of Inter Miami, was roundly booed as he tried to thank the 40,000-strong crowd for their 'incredible support' following Miami's 4-1 win over a Hong Kong XI. 

At the post-match media briefing, Miami’s coach Gerardo Martino apologised and asked for citizens’ understanding, citing the huge risk of fielding Messi and another player Luis Suárez. Messi suffers from inflammation in the adductor.  

The Hong Kong government expressed its disappointment that Messi could neither play in the friendly match, nor explain to the fans in person upon request. The authorities will require the organiser to take responsibility, including a reduction of the amount of funding as a result of Messi not being able to play in the match.

On the other hand, during his stay in Japan where the Miami team took part in another friendly, Messi attributed his no-show for the exhibition match between Inter Miami and the Hong Kong team to "bad luck", as he expressed his desire to return and play a game in the city.

(Photo courtesy: Tatler Asia's Instagram)

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