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Filling up venues when people don't show up

Iain Shand
$organization

Hi all,

I have been given a tough task here and want to know what may be possible with this.

We sold out of a lot of events at our last festival and therefore had a waitlist implemented for any returns, which there were a couple. However, for a few events a large number of customers did not appear showing an emptier venue than we would have liked!

I am wondering, does anyone have a system in place that allows you to fill up those seats (with paying customers) for when people don't appear?

We use allocating seating which we would rather not change as GA seating would cause a lot of queueing in an area where we don't want it.

I believe other organisations have done a resell process where customers can return there tickets and if we resell it then they get their money back.
I am looking into this as I understand that will help for people who tell us in advance that they can't make it.

The issue is, I am meaning more the customers who don't tell us and just don't appear.

Is there any other option other than just selling tickets on the door for anyone who is hoping they can get in?
That could create a problem though where someone shows up late and we have resold their seat...

Any help here would be appreciated but I understand this is potentially an impossible answer.

Cheers

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  • $organization

    Hi Iain,

    For some of our complimentary ticketed patrons where we will have a higher number of no shows, we send a reminder email with a link to easily return the tickets before the performance. We also note that returning their tickets will allow for others to attend who are not currently able to. The link takes the patron to a quick survey that asks for their name, email, the date of their performance and number of tickets. The survey is then automatically emailed to Patron Services, from there we return their tickets and make them available to others on a waitlist.

    We have found success sending this closer to the performance, like 24 hours before. If you are already sending pre-show reminders, you could add this to that email. If it is for paid tickets, maybe remind them that they can donate their tickets back? It is easier for a patron to fill out a quick form than to call the Box Office. A plus of this option is a paper trail in case there are any questions.

    Thanks,
    Dani

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  • $organization

    Hi Iain,

    For some of our complimentary ticketed patrons where we will have a higher number of no shows, we send a reminder email with a link to easily return the tickets before the performance. We also note that returning their tickets will allow for others to attend who are not currently able to. The link takes the patron to a quick survey that asks for their name, email, the date of their performance and number of tickets. The survey is then automatically emailed to Patron Services, from there we return their tickets and make them available to others on a waitlist.

    We have found success sending this closer to the performance, like 24 hours before. If you are already sending pre-show reminders, you could add this to that email. If it is for paid tickets, maybe remind them that they can donate their tickets back? It is easier for a patron to fill out a quick form than to call the Box Office. A plus of this option is a paper trail in case there are any questions.

    Thanks,
    Dani

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