Fandango Controversies: Security Failures and Rating Disputes
Fandango is a dominant force in the movie ticketing industry, but its growth has been marked by several high-profile controversies. From critical failures in data security to disputes over the integrity of movie ratings on its subsidiary, Rotten Tomatoes, the company has faced significant scrutiny from regulators and the public alike.
Key Facts
- FTC Settlement: Fandango settled charges in 2014 regarding the misrepresentation of mobile app security.
- Data Vulnerabilities: The company failed to properly implement and test SSL certificates for four years.
- Rating Glitches: Investigations revealed a tendency to round user ratings up, inflating movie scores.
- Market Disputes: Fandango engaged in a trademark battle with the WWE over the name "Fandango."
- Technical Failures: High-demand ticket sales, specifically for Star Wars: The Last Jedi, resulted in widespread website glitches.
Security Lapses and Regulatory Action
One of the most serious challenges Fandango faced involved the handling of sensitive customer data. In July 2009, it was revealed that Fandango, along with other sites like Orbitz and buy.com, was linked to post-transaction marketers—controversial loyalty programs that allegedly gained access to customers' credit card information.
This pattern of security concerns culminated in August 2014, when the Federal Trade Commission (FTC) approved final orders to settle charges against the company. The FTC alleged that Fandango misled the public about the security of its mobile app, which had launched in March 2009. While the app assured users that credit card information was transmitted securely, the FTC found that Fandango failed to properly implement and test Secure Sockets Layer (SSL) certificates—the standard technology for keeping an internet connection secure—for four years.
Furthermore, the FTC noted that while Fandango commissioned security audits in 2011, these were too limited in scope to review the app's transmission security. The company also lacked a dedicated channel for reporting security vulnerabilities, relying instead on its general customer service system.
The Rotten Tomatoes Rating Debate
Since acquiring Rotten Tomatoes, Fandango has faced criticism regarding the accuracy and neutrality of its scoring systems. In October 2015, an investigation by FiveThirtyEight questioned Fandango's user rating metrics, noting that a rounding glitch made it rare for a movie to receive a rating below three stars. Fandango acknowledged the issue as a glitch they were working to repair.
Beyond technical errors, the platform has been accused of political bias, with some analyses suggesting a preference for films with progressive values over conservative ones. There have also been allegations of commercial score manipulation. A prominent example occurred in 2012, when 32 million audience votes suddenly appeared for Star Wars: Revenge of the Sith, an event described by Screenrant as "nefarious manipulation."
| Year | Issue | Primary Concern |
|---|---|---|
| 2009 | Loyalty Programs | Third-party access to credit card data |
| 2013 | Trademark Dispute | Conflict with WWE over the name "Fandango" |
| 2014 | FTC Settlement | SSL certificate failures and misleading security claims |
| 2015 | Rating Metrics | Rounding glitches inflating user scores |
| 2017 | Ticket Sales | Website glitches during The Last Jedi presales |
Operational and Legal Disputes
Fandango's challenges have not been limited to security and ratings. In December 2013, the company entered a trademark dispute with the WWE, which sought to trademark the name "Fandango" for a professional wrestler (born Johnny Curtis).
Additionally, the company has struggled with infrastructure during peak demand. In December 2017, the launch of advanced ticket sales for Star Wars: The Last Jedi led to hundreds of complaints. As reported by Forbes, customers experienced long wait times and significant website glitches within hours of the tickets becoming available.
Frequently Asked Questions
Why did the FTC charge Fandango in 2014?
The FTC charged Fandango for misrepresenting the security of its mobile app and failing to protect the transmission of sensitive personal information, specifically regarding the failure to properly implement and test SSL certificates.
What was the issue with Fandango's user ratings?
An investigation by FiveThirtyEight found that Fandango's method of rounding ratings up to the nearest half-star made it very unlikely for a movie to receive an overall rating below three stars.
What is a post-transaction marketer?
Post-transaction marketers are controversial web loyalty programs that, in Fandango's case, were reported to have gained access to customers' credit card information.
Did Fandango have a dispute with the WWE?
Yes, in December 2013, Fandango launched a trademark dispute when the WWE attempted to trademark the name "Fandango" for a professional wrestler.
What happened during the sales of Star Wars: The Last Jedi tickets?
In December 2017, Fandango experienced significant website glitches and long wait times, leading to hundreds of customer complaints during the advanced sales period.