Web Order Lock Timeout

Thank you all for the responses, I though we were a little off base.

Thanks,

We have it set for 15 minutes, and bump it up to 30 minutes when packages go on sale.  This works most of the time, but we struggle with the few high-profile, fast on-sales we have.  We have tried decreasing the time to 5 minutes for just one day, but still find that these on-sales are hard to manage.  Web customers immediately grab all of the seats and then don't buy them all, while phone customers get seats at a slower pace and then find that better seats are released and become available a few minutes later.  This would not be a problem (we could, for example, hold an allocation of seats to be sold only on phones), but we find some particularly rabid fans compare notes with each other about what exact seats they got and at what exact time.  We end up fielding a few complaints each time - all about fairness and equal access to seats.

If anyone has any creative solutions to the busy on-sale issue, I'd love to hear them.  Thanks - Catherine

Marty Jones wrote:

In your opinion, What is an appropriate Web order lock timeout? Ours is currently set at 7 hours but I think that is too much. How long do you wait to determine a session is abandoned?

Thanks,

Marty

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Catherine Goodwin
Ticket Operations
Harbourfront Centre
235 Queens Quay West
Toronto, Ontario M5J 2G8

Office: (416) 973-4000 x 4850
Fax: (416) 954-0366
cgoodwin@harbourfrontcentre.com

www.harbourfrontcentre.com