The Society of Ticket Agents and Retailers (STAR) has called for continued patience from customers and industry members as the events sector continues to bounce back from the COVID-19 pandemic. 

The body said that customer service teams are still trying to navigate the tidal wave of issues that COVID-19 presented to the live events industry. 

In an open letter, the STAR Council along with the Concert Promoters Association, National Arenas Association, British Association of Concert Halls, Society of London Theatre and UK Theatre, has highlighted how “extraordinarily” busy it has been for venues, promoters and ticket agents. 

The letter said: “Some of these complications are being caused by late demands being made of ticket agents and box offices that are causing additional and often complex work at a time when resources are already strained and teams are not back at full strength. In addition, there are many events now going on sale.”

It also outlines how many of the issues surround tickets being booked in 2019 for shows in 2020 that have since been postponed several times. 

The various associations explain that “extra complexities require additional time to set up and build and we would therefore ask that ticketing companies are given as much notice of these as possible”.

Ticket agents and box offices are working hard to help customers, but STAR has also highlighted how having “confident details” and information to be able to relay this to ticket holders is extremely important. 

The letter added: “As the sense of a return to normality continues to grow, we ask that everyone involved in events shoulders the same qualities of patience and kindness that we asked of customers. 

“Also, that we all work together to ensure that undue pressure isn’t put on each other as this difficult time continues.”

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