Events Industry: 2018 So Far

Events Industry: 2018 So Far

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Events - Helm Tickets

The events industry is a tricky business. Organisers spend months or even years preparing for the big day but things don’t always go to plan and sometimes it’s out of their control. As 2018’s festival season draws to a close, we’ve taken a quick look at some of the notable industry issues so far this year.

Update: Looe Music Festival

While we were writing this article, it was announced that Looe Music Festival was cancelled. The announcement from the long-running festival came only weeks before it was due to take place. Locals were immediately concerned by the prospect that an event which pumps £2m into the local economy each year wouldn’t happen. Thousands of festival-goers travel to the Cornish town annually, all patronising B&Bs, pubs, restaurants and other local businesses. 

Despite some serious questions and understandable disappointment regarding the organisers of the original festival, a group of volunteers immediately emerged with plans to organise an alternative event – Looe Saves The Day.

As of Thursday 6th September – four days after the announcement – Looe Saves the Day has already raised £7,000 of the £30,000 needed to fund the replacement event. This community-spirit and willingness to get involved shows the value of the event to attendees, artists, local businesses and suppliers – something the whole events industry benefits from.  

Gin Festivals cancelled nationwide

Back in July, Gin Festival Limited went under, only days from an almost sold out event in Norwich. With 20 gin festivals planned, 27 staff members and 20,000 ticket holders, the company’s administration was noted across the events industry. Would-be attendees were not reimbursed by the company and concerningly, some stated they hadn’t even found out about the cancellation from the organisers, having only known due to posts on social media.

With 20,000 ticket holders left out of pocket, some will definitely tread lightly when considering attending future events…so our advice is, even in times of adversity, take care of your attendees and be communicative – you never know, they could be put off going to your next event…

Gin Festival Limited - Helm Tickets

Blackpool’s Livewire Festival cancelled

In another blow to the UK’s Summer events calendar, Livewire Festival was postponed until 2019. With headliner Mariah Carey performing alongside Boyz II Men and Matt Goss, attendees were understandably upset about the cancellation, seemingly due to the ill-health of “key personnel” within Livewire Events’ team.

In contrast to Gin Festival’s failure to clearly inform customers, most seem to have received the news appropriately, but many noted that not all booking fees would be refunded. Booking fees being retained despite the cancellation of an event is an ongoing consumer issue in the industry and we touched on it last year after Adele cancelled her tour.

The lesson here? Make sure you have a backup plan and plenty of support in case the worst happens to a key coordinator AND use a ticketing platform that will refund your customers’ fees if the event is cancelled.

Glasgow Pride ticket chaos

Later in July, Glasgow Pride was hit by issues on the gates as Kelvingrove Park reached capacity well before all those with valid tickets had been granted entry. Tickets purchased online had to be exchanged for wristbands on the day but the box office was – inexplicably -closed.

Once the park filled, all queuing guests were turned away – even those with more expensive VIP tickets. Charity representatives stated they’d spent funds taking LGBT youths who were then declined entry whilst the Summer heat caused some to faint. Reports suggest around 600 guests were left queuing outside – refunds were made available for a month after the event.

The lesson here is to keep ticketing simple and avoid making attendees re-queue having purchased tickets online. Maybe more importantly, don’t oversell tickets – not just for the sake of the potential PR fallout but also for the safety of all guests.

Glasgow Pride Queues - Helm Tickets

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DJ Khaled pulls out of Wireless Festival

July really was a bad month for UK events, with Wireless Festival having to reveal DJ Khaled wasn’t going to perform at the festival only hours before he was due on stage, but not only that, the festival’s team had known this for a few months” but “tried to make it work”.

So, tickets were sold for a headline act who was never going to perform. Wireless Festival took responsibility for not alerting guests earlier but added salt to the wound by replacing the performer with a short, 20-minute set from Drake.

Announcing that the widely advertised headliner wouldn’t be performing was understandably met with anger and disappointment – a Twitter thread about the announcement really highlights the implications of PR nightmares in the age of social media.

Attendees were not only angered and disappointed by the lack of transparency but also the fact they wouldn’t get their money back as Terms & Conditions for the festival stated changes to the line up wouldn’t constitute a valid reason for refunds.

Many event terms and conditions will have a similar clause but to knowingly mislead attendees until 12 hours before the event seems like exceptional circumstances and the perfect opportunity to keep year-on-year attendees happy with an act of goodwill.

Wireless Festival - Helm Tickets

Ticketmaster closes secondary sites

In August, global ticketing giant Ticketmaster announced it would be closing its secondary ticketing sites, GetMeIn and Seatwave.

This change follows years of the company pushing back on anti-tout legislation and dismissing any concerns as a ‘media frenzy’, as well as competitors Viagogo and Stubhub being raided or investigated by several consumer bodies.

For a closer look at the events leading up to Ticketmaster’s announcement, take a look at our in-depth report over on our blog. Plus, you can keep up to date with industry news year-round over on our Twitter.

What can we learn?

Events can be hard to manage, especially when things go wrong but the navigation through any following backlash should be handled sensitively and with disappointed attendees in mind. The lack of clear communication between events and their customers regularly shows little respect for the individuals who have planned their day or weekend around an event and spent their hard-earned money on tickets, often well in advance.

Keeping attendees in the loop should be one of the first ports of call upon cancellation or changes to an event’s schedule. If an individual had pre-ordered a product and its release was cancelled merely days before the delivery date, customers would expect a refund. Having comprehensive event insurance which covers organisers in the event of cancellation or administration is a must-have – otherwise, as an organisers, you may never be trusted again.

We regularly meet organisers who need their ticket revenue in the build up to an event, for deposits, invoices and salaries. Having a regular cash flow can greatly help event finances remain clear, up-to-date and manageable. We’ve seen organisers who have to cancel their event on short-notice and contacting attendees is always the first port of call for many. Through the disappointment, prompt and honest communication can save an organiser-attendee relationship. Whilst the negative sentiment of attendees not being informed and thus turning up at a non-existent event can last forever.

Give yourself the best chance of handling any unexpected problems, with Helm Tickets. Get started today!

Cancelled events, refunds, 2018

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Secondary Ticketing: Ticketmaster closes resale sites

Secondary Ticketing: Ticketmaster closes resale sites

Today, Ticketmaster announced it would be closing secondary ticketing platforms GetMeIn and Seatwave.

Head of Ticketmaster UK, Andrew Parsons, announced the decision, saying it was based on feedback from unhappy fans being charged over-the-odds for tickets bought by ‘professional’ touts. The announcement of the closing of the platforms conveniently comes after a series of nails in the coffin in of current secondary ticketing trends have been hammered down by legislators and industry watchdogs.

Legislation and investigations

In July 2018, the Irish government supported new laws banning the resale of tickets for more than face value. In response to the initial proposals of such laws in 2017, Seatwave and Ticketmaster both submitted responses describing a ‘media frenzy’ around secondary ticketing, claiming the press coverage “only served to confuse the public and sensationalise the issue”. These objects are a far-cry from the now sympathetic ticketing giant’s statements.

Legislation of the secondary markets haven’t just been suggested in Ireland. In early 2017, the House of Lords suggested amendments to the digital economy bill, which would outlaw aspects of the secondary ticketing industry, mostly dominated by Ticketmaster’s Seatwave and GetMeIn as well as Viagogo.

A closer look at the industry was also taken by the Competition and Markets Authority in late 2017, which said it had identified issues causing ‘widespread concerns’ about the information given to consumers when purchasing second-hand tickets. During the CMA’s investigations, raids of the Viagogo and Stubhub offices were undertaken, gathering evidence of relationships between professional touts and the platforms themselves.

As well as all of the interest from legislators, industry bodies, consumer groups and watchdogs have been taking a closer look at these platforms. In May 2018, National Trading Standards opened and investigation into Ticketmaster’s competitor, Viagogo, for ‘persistently misleading customers’ after the Advertising Standards Authority had already censured the company. Earlier in the year, soon-to-be closed sites Seatwave and GetMeIn were also under the ASA’s microscope, leading to the Digital Minister, Margot James, calling for consumers to boycott the platform.

Losing key artists

It won’t just have been the interest from governments and industry bodies that will have prompted Ticketmaster’s change of heart. Internationally touring artists Ed Sheeran and Adele both chose alternative, secondary ticketing platform Twickets as their official resale partners. Twickets allows ticket holders to re-list their tickets for no more than 10% above the original price, meaning ticket prices can’t be inflated and sellers cover their booking fees and postage costs.

 

 

But what’s next?

The closure of prominent ticketing sites like GetMeIn and Seatwave will come as great news for many fans, as well as industry reps like Society of Ticket Agents & Retailers and the Fair Fan Alliance.

Touting originated decades ago, with people stood outside sold out gigs offering tickets to diehard fans. Over the years, the industry has grown with the digital age to become the beast it is today. With ‘professional’ touts finding ways and means of purchasing tickets in bulk, only to automatically list them on secondary sites minutes later, despite legislation making the purchase of tickets by using automated software illegal. The lack of regulation in the sector leads to many getting away with profiting from in-demand gigs.

So, no doubt, the closure of mainstream secondary ticketing sites will not signal the end of unfair practices, just the start of a new era.

Secondary ticketing

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