RIDC and Which? address issues disabled people face when booking or attending an event
A survey by the Research Institute for Disabled Consumers (RIDC) and Which? has revealed disabled consumers experience poor accessibility when booking tickets and attending some live events.
Ticketing sites, venues and organisers all have a responsibility under the Equality Act 2010 to ensure people with disabilities can access their events, but some companies could be falling short of their responsibilities, says the RIDC.
RIDC and Which? address some of the issues disabled consumers face and how to take action if discrimination is experienced when booking or attending an event.
The survey found that half of those who had problems when booking tickets said the ticketing company didn’t offer accessible seats as an option. Many participants expressed frustration that they weren’t able to book accessible seats online – resorting to calling phone lines with lengthy queues and odd opening hours.
As a result, some participants described how they’ve missed out on tickets for popular shows. Which? understands that when it comes to accessible tickets it’s generally up to the venue where they are sold.
A lack of information about access at events or venues when booking tickets was also a widely reported problem. Two in five who had booking issues said they weren’t given clear information about access at the venue, or about accessible parking.
Three in 10 who had problems at an event said they turned up to find there was no accessible parking available.
Venues often offer a complimentary carer or personal assistance (PA) ticket for those with access needs. Many ask for evidence of eligibility, such as proof of Personal Independence Payment (PIP) or a Nimbus Access Card, when booking PA seats. Many participants shared their frustrations with having to repeatedly provide documents when trying to book, especially with fast-selling tickets.
Three in 10 who had problems booking tickets said their issue was with Ticketmaster. Some participants explained how they’ve struggled to use the Ticketmaster website with their screen readers.
Ticketmaster told RIDC that it believes every fan should have equal access to events. It says it made all accessible tickets available to buy online in 2019.
“We have a simple process where fans submit their specific requirements once and the information is then stored securely for all future purchases. The accessibility of our websites remains one of our top priorities – but we can always do better, and our work here never stops.” Ticketmaster said.
Half of disabled people who attended a music, theatre, comedy or sports event in the past year had access issues at the venue. Two in five who had problems at a venue said there was poor access into the event.
A quarter of those with issues also said there were no accessible toilets, while one in five said the bars, food or merchandise stalls weren’t accessible.
Seats with poor views were also a problem. Three in 10 who had issues at their event said their accessible seats had an obstructed or poor view, while one quarter said the accessible seats were far away from the stage.
Not all event companies are guilty of poor access or customer service, says RIDC. The survery also heard from disabled consumers about their positive experiences at events, where access was approached proactively by venues and organisers.
Festival-goers offered their thoughts too, “Good panelling at festivals makes it so much easier to use a scooter. Some festivals also have dedicated raised platforms so disabled people are safe from pushing and can actually see the stage.”
Under the Equality Act 2010, all event and ticketing companies must make reasonable adjustments to ensure disabled consumers can buy tickets and attend events. For those that have had a bad experience at an event, RIDC says the first step is to contact the event organisers, with any supporting evidence such as photos or videos, and take note of any members of staff involved.
The results of the 2023 Euan’s Guide Access Survey has found that disabled people continue to be disproportionately affected by the cost of living crisis.
