Ticketmaster's Eras Tour chaos made worse by crisis communication failures

Ticketmaster was seemingly not ready for the influx of hopeful Taylor Swift fans logging onto the digital ticketing platform when sales for the Eras Tour launched Nov. 15, 2022. Within minutes of the first "verified fan" presales opening, the Ticketmaster site began crashing, and the situation worsened throughout the day. A corporate crisis was unfolding—but communication from the company was minimal and defensive. Even Taylor Swift herself was moved to apologize to fans and demand accountability.