Even putting the vertical monopoly aside, their app is straight up useless and doesn’t work. I spent 3 hours trying to buy tickets for a show today and the app first wouldn’t let me log in, then it wouldn’t let me put in a pre-sale code to get discountes tickets, then it crashed multiple times on the payment page. So not only are they the only place to buy tickets to a lot of shows, they make it almost impossible to actually buy the tickets from their own freaking service.
It’s because computers and phones have shifted to be simultaneously more complicated and with more intuitive UI for casual users. 75 years ago most people who owned a car could do a lot of routine maintenance and even some more advanced engine work because the cars were way simpler. Millennials just lucked out that they grew up in a tome when computers were way less complicated and also cheap enough to be consumer goods. It’s not because of any one company, but the natural evolution of the technology.