The front row tickets were billed "best available" on pre-sale but all Norah Sweeney could see of Harry Styles's Gold Coast gig from her seat was an emergency barrier and the back of a police officer.
The Brisbane woman has a disability which prevents her standing for more than short bursts, so she spent extra on reserved seats to make sure she could see.
But Styles was not visible from her seat — even on the big screens.
"I went with the pre-sale and I selected the best available seats, expecting that best available seats meant available to actually see the stage," she said.
"We even got a disabled parking pass across the road to park in, so then to go in and be in a seat where I couldn't even see was very disappointing."
Carrara Stadium, where Styles performed his only Queensland show last month, told the ABC a concertgoer with a disability could let staff know if they needed to be moved, and several had done so on the night of the show.
They said there were also options available when booking.
But Nicole Lee, president of People with a Disability Australia, said people with disabilities shouldn't have to jump through hoops to enjoy what's easily accessible to everybody else.
She said people with disabilities constantly "come against hurdles" to go to live events — whether redirected to a hotline to book for their companion (and risk missing out on a fast-selling show), or stuck in a corner.
Norah isn't the only Styles fan to have felt short-changed on the former One Direction star's Australian tour.
At Styles' show in Melbourne, Heartbreak High actor Chloé Hayden, who is autistic and has ADHD, accused the venue of "ableism and discrimination" after she was denied entry to their sensory room, and said concertgoers with disabilities had messaged her about feeling humiliated by staff.
Melbourne's Docklands Stadium later apologised and said it would review what happened.
So what are your rights?
Norah paid $222 for a reserved seat, compared to $160 for her nieces' general admission tickets.
Ticketmaster initially refused a refund, and told Norah their policies "generally prohibit" them from doing so. Ticketmaster did not respond to our request for comment.
Shortly after the ABC's story was published, she was told her refund had been approved.
Ticketed events are protected under consumer law just like any other goods or service, according to the Office of Fair Trading — although it recommends reading the trader's description of the view or sound of the seat or area before booking.
If the experience doesn't match what was advertised, it can be considered misleading or a misrepresentation, a spokesman said.
Norah was in row A, behind general admission, and there was no indication viewing would be restricted.
'Full and equal access'
Venues need to "lift their game" to be fully accessible, Ms Lee said.
"We belong in all spaces in society, and that includes being able to go to concerts alongside our peers just like everybody else, and have full and equal access to the world around us," she said.
And stars can also push back, she said.
"These really big sellout performers actually have a lot of power in their pocket, being able to push back on venues and going, 'Well, unless your venue is accessible, I'm not actually going to perform in your space'," she said.
"Because they have the power to say, 'If you want me to perform, then I want you to do better for my fans, and my fans include people with disability, and they have a right to access my performances just like everybody else'."
