Raye says she was just as blindsided as 65 of her fans after they were turned away from her concert in Paris despite having tickets to the event.
In a post on her Instagram Story on Tuesday (Feb. 17), the British singer-songwriter explained that she was “completely devastated” for the more than five dozen concertgoers who were apparently barred from entering her Accor Arena show two days prior. “This is completely unacceptable and wrong,” she wrote.
“I have been told this was a system error at Ticketmaster, meaning 65 tickets were not fully validated when they were purchased,” she continued. “This was outside of anything I could control and I feel saddened and let down.”
Raye went on to announce how she’d personally be making it up to the fans who were turned away, despite Ticketmaster already doling out refunds and vouchers to those affected.
“I’d like to offer all of these 65 people who didn’t get in to the show complimentary tickets to any Raye future show of their choice and a signed vinyl, you will be contacted shortly about this,” she wrote. “I know this doesn’t even remotely make up for this mess, but it’s all I can think of in this moment to soften the blow.”
It’s unclear what exactly happened on the ticketing site that led to the snafu, but Ticketmaster told People in a statement, “A small number of fans experienced a technical issue when entering the show. While we know it doesn’t replace the show, we have fully refunded those affected and provided a gift card.”
Billboard has also reached out to Ticketmaster for comment.
The musician has been on her This Tour May Contain New Music trek since late January, playing a series of dates across Europe. In March, she’ll head overseas for a North American run lasting through mid-May.
The tour comes ahead of Raye’s new album, This Music May Contain Hope, which is set to drop March 27. It’ll feature her hit single “Where Is My Husband!,” which reached No. 13 on the Billboard Hot 100 in January — her highest peak on the chart to date.
This story originally appeared on Billboard
