I think you mistake who their customer is. Their customer is not the ticket buyer–their customer is the venue (or promoter, musical group, etc), who buys the ticketing service from them. They care very much about this customer. So much, in fact, that I understand that a chunk of that hated surcharge gets returned to the venue as some sort of ‘kickback’. This makes venues reluctant to switch to cheaper services, as a smaller surcharge means a smaller or no kickback, which impacts their bottom line.
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