I work for a ticketing company (not TM) and can confirm this is 100% true. We are completely beholden to our clients and as long as I've been working here our entire roadmap has been a reactionary, ever-growing list of demands from clients and potential clients with little to no consideration of the customer experience.

The whole industry operates on exclusivity of inventory (in this regard, Comcast and other ISPs are quite apt comparisons), so it simply does not matter how much customers hate the company selling the tickets, because their only options are to buy from them, buy at a higher price from scalpers (or the increasingly popular scalping platforms), or not attend the event at all. I think you're pretty rare in your commitment to the third option.