Billboard Live TAIPEI sincerely apologizes to all audience members affected by the seating and ticketing issues that occurred during Mika Nakashima’s performances on November 18 and 19.

During the shows on November 18 and 19, a system malfunction in our reservation platform caused certain seats to be sold more than once. As a result, some audience members were unable to be seated in the locations they originally reserved and were instead guided to alternative seats that did not match their ticket information. In addition, we have confirmed several similar cases at other performances. We have been contacting the affected guests individually to provide further explanation.

On the day of the performances, we initially offered a temporary measure of a 50% refund. However, after conducting a thorough internal review, we have confirmed that the incident resulted from operational oversight on our part. Therefore, we have decided to adjust the compensation to a full refund. For guests who have already received a 50% refund, we will reimburse the remaining amount and complete all related procedures in sequence.

We also acknowledge that insufficient communication among staff on-site caused delays in confirming the situation, resulting in additional inconvenience and confusion for our guests. We sincerely apologize for not being able to provide timely and accurate explanations on the day of the event, and we deeply reflect on this shortcoming. To prevent similar issues from occurring again, we will strengthen staff training, review and revise our on-site guidance and communication protocols, and further reinforce our internal communication and response mechanisms.

To ensure that all audience members requiring refunds or individual support receive proper assistance, we have reached out to affected guests proactively. However, if you have not yet been contacted by us, we kindly ask that you get in touch so that we may provide the necessary support.
Contact email: info@billboardlivetaipei.tw

This incident disrupted the concert experience you had been looking forward to, and we once again extend our deepest and most sincere apologies. Billboard Live TAIPEI takes this matter very seriously and remains committed to addressing all feedback with honesty, strengthening preventive measures, and improving service quality. We hope to have the opportunity to regain your trust in the future by providing a safer and more fulfilling concert experience.

Billboard Live TAIPEI