Complaint ignored by venue, next steps?

Miss.Twizz

It's quite a long story and I'll add the whole story at the end for context but in summary, I've sent 4 emails and waited just over SEVEN weeks with no response from a music/events venue regarding a complaint and refund request. They have acknowledged receipt of the emails by replying to say they have passed them on to the relevant manager and someone will get back to me once "investigations"(?!!) are complete; however 7 weeks later I have still not had any response or even any request for information for these "investigations". I'm at a loss now, where/who do I go to if they just completely ignore me? I believe they think that I'll just give up if they ignore me but I'm so angry with this treatment I am absolutely not going to do that! 

The complaint was the result of being sold accessible tickets as a disabled customer, however the "accessible" seating had two rows of people standing up between disabled guests who were unable to stand and the stage, resulting in us not being able to see the stage at all! We bought up the issue during the event but no solution was forthcoming. The result was that I saw none of the performance, just people's backs as shown in the photos. With the venue just ignoring me, I'm wondering what my next steps should be? 

The long story with all the context:

After making it clear to the ticket store that I was unable to stand and required accessible seating, I was assured that this was no problem at all and suitable seats were available. Upon arrival, I was surprised to find the "Accessible" seating was on the far end of row B, a long way past the edge of the stage, facing a speaker stack. Therefore to see the stage at all, you need to crane your neck hard left but all of row A and most of B are then between the "accessible" seats and the stage due to the angle. So once people stood up (as they obviously do at a music event) in front of the disabled guests, I then couldn't see the stage at all. The photos attached are of my "view". These photos are taken twisting round hard left. If I faced directly forward, I just faced the speaker stack with the stage ending several feet to the left. Roughly where the green light is on a couple of the photos is the end of the stage. Unfortunately, once the show started and everyone in the front rows stood up, I and another disabled gentleman next to me in a wheelchair couldn't see a thing on the stage. 

I fully expect people to stand at a music event. I've been to events like this at other venues but I've always been in accessible seating either on a platform, or at the end of the front row (although never as far past the end of the stage as I was at this event) or at the front of a balcony. Wherever I've been placed, I've been able to actually see the stage even with other guests standing. This is the very point in accessible seating! Unfortunately, this venue failed woefully in making this event accessible to disabled customers. Putting guests that have made it clear they're unable to stand BEHIND standing guests is utterly ridiculous. 

We asked a steward if we could move forward to try and possibly be able to see at least the edge of the stage. The steward informed me that she would ask the manager. During a break in the performance, this steward went and spoke to somebody wearing a lanyard that was using a seat right in the middle of the front row. No manager deigned to come and speak to us, I can only deduce they were too busy enjoying the performance from their front row centre seats. Instead, the steward was sent back to me with a flat no, and no alternative suggestion to try and make the event actually accessible. Unfortunately, I didn't see any of the show bar the odd glimpse of a performer if they happened to come to the very far side of the stage right at the front by the light.

I emailed the venue on 26th Sept to discuss the issues and request a refund as I was unable to see any of the show. I sent a follow-up email on 10th Oct as I had not received a response. I was told that my original email had definitely been passed on and someone would get back to me once "investigations" were complete. I emailed again after waiting five weeks on 1st November. Still no response as of the 14th November, SEVEN weeks after submitting my written complaint and I have just sent a 4th email, this time directly appealing to the ticket store as the venue has failed to respond. I now feel the venue has had more than ample time to respond and resolve this.

The ticket store and the venue are connected, although the ticket store is technically a separate entity, they only deal with tickets for this venue and auto replies say welcome to the venue and ticket store. I have emailed the ticket store and venue email addresses. The final email requested a response from the ticket store rather than passing on to the venue manager as they hadn't responded in 7 weeks. If they ignore me again or "pass this on to the relevant manager" again which I have no doubt will ignored... What can I do next? 

Any help appreciated and sorry for the long rambling story!! 

emmajones1976

Maybe consider contacting the Disability Rights Commission

https://www.drc.org.uk/contact_us.aspx

Brie

Not sure I can help in any practical way other than to say I understand. 

I used to work in a box office and it was really annoying trying to get people running events to understand the concept of accessible seating.  One manager wanted to know why the wheelchair seats couldn't be in a particular area in the balcony and was baffled by the fact that there was no lift to get to the upper floor and that someone would then have to go down very steep steps to a shared pew (venue was an old church).  

The people selling the tickets also often won't know what the particular performance involves.  They won't know what amps or lighting or staging is involved.  And so accessible seating is usually set for the venue with little reference to what actually happens on stage.  If you were there for a play then you probably wouldn't have had a problem.

I can't see your pictures (stupid computer....) but guess from your description that you were at a rock concert rather than classical.  Would there be any option to write/email the actual performer or group rather than the venue?  Maybe try their official website and if that doesn't get a response then perhaps their facebook page or twitter account.   The ticket store & venue are businesses trying to maximise their profits after a tough 18 months but a band/performer may have more resources and be willing to be sympathetic to the situation to keep a loyal fan.

TELLIT01

The issue may come down to requirements of 'accessible seating'.  Does it require that anybody in that area has permanent uninterrupted view of the performance area, or only that a wheelchair can be placed there?  I agree with the OP that there is little point having a seat where you can't see what is going on, but is that situation covered by legislation?

kazwookie

Go to social media / local newspapers/ local radio, name and shame the venue, you have waited long enough for a reply.

Get very proactive...................

onashoestring

From your description and photos, you bought seats for a performance , the seats you were sold as accessible were not fit for purpose ( did not enable you to see the performance) and therefore you are entitled to a refund. 

You have tried to resolve the complaint with the venue first and are hitting a brick wall ( so to speak ) . It is perfectly reasonable to ask CAB, Trading Standards or DRC for support and advice on how best to resolve this , they will help you with the wording of your complaint to the venue enabling you to specifically state the legislation the venue is breaching by mis-selling / or failing to provide suitable access for wheelchair users. 

I agree too with @Brie if you are able to  contact the performer via social media with your photos, to make them aware of the unsuitable arrangements -  you may get more than just a refund, hopefully you they will invite you to a future performance with suitable seating.

It can be frustrating and long-winded to take on large organisations with genuine complaints, don’t give up - you are speaking up for your rights and other people who need suitable accessible seating in future. 

Resolver is also a useful tool to help you write a letter of complaint.

Thrugelmir

Did you speak to someone at the time to get you moved.   Or address the issue of people standing up and blocking your view. 

Brie

@Thrugelmir - you missed a middle bit

We asked a steward if we could move forward to try and possibly be able to see at least the edge of the stage. The steward informed me that she would ask the manager. During a break in the performance, this steward went and spoke to somebody wearing a lanyard that was using a seat right in the middle of the front row. No manager deigned to come and speak to us, I can only deduce they were too busy enjoying the performance from their front row centre seats. Instead, the steward was sent back to me with a flat no, and no alternative suggestion to try and make the event actually accessible. Unfortunately, I didn't see any of the show bar the odd glimpse of a performer if they happened to come to the very far side of the stage right at the front by the light.

emmajones1976

Thrugelmir said:

Did you speak to someone at the time to get you moved.   Or address the issue of people standing up and blocking your view. 

Aye people arent going to stay sat down at these kind of things, it isnt their fault for standing up, its the venues fault for not placing the accessible seating in sensible locations.

cozzer

Hi, you could contact the event promoter, they are the company who hired the venue for the performance and receive the ticket money from the ticketing agent. Sometimes, the venue is the promoter, but by looking at the band back drops i feel it could be an externally promoted event. You should be able to find the Promoter's name on your ticket, but a quick search after checking your photos, tells me it is possibly TEG MJR.