During the weekend just past our Marketing Manager Claire D’All attended TRNSMT Festival that took place at Glasgow Green. Today we share some of Claire’s experience of purchasing tickets and attending the event.
Back in February, Claire was able to book her TRNSMT tickets online. Usually with accessible tickets you have to book them over the phone, but with TRNSMT she was able to book both her and her friends tickets via their website (she did still have to email to order her free carer’s ticket). The booking system also included an accessible requirements form, this allowed Claire to request that she needed access to the viewing platform and an accessible parking space. These types of offerings are essential if you want your event to be accessible and inclusive.
One issue that was identified at the booking stage for the event was that she would not be allowed two people with her on the viewing platform. Unfortunately, this is a common problem which Claire has faced at almost every festival that she has attended. Due to Claire’s disability, she needs someone with her 24/7, particularly at music festivals. However, like everyone she also enjoys going out with her friends. Therefore, having a restriction of only being able to have one person accompanying you on the platform is a problem because someone might always be on their own. It could also prevent families from spending time together enjoying the event. Luckily for Claire, she had more than two people with her at TRNSMT, so nobody was stuck on their own.
Finally, it was the day of TRNSMT and with the car packed and the tunes blaring Claire headed to Glasgow with her friends. Although, the first problem came up before they even got into Glasgow Green! They drove around in circles for about 15-minutes trying to find the accessible parking. A few days before the event Claire was sent an email with all accessible information, including the street where the accessible parking was. Even with the power of SatNav, they still got lost and this was compounded by the fact that none of the stewards knew any information on the accessible parking. Ultimately, they ended up parking in a random space near one of the entrances. Not an ideal start, this type of basic communication can make the difference between a good or bad event. Thankfully everyone was still buzzing to arrive and couldn’t wait to get inside.
After parking the car, they found their way towards the booking office to collect the carer ticket but again they felt like no one knew any answers to what they were looking for. They kept getting sent to different windows at the box office, and in fact in the end they weren’t even meant to pick it up at the box office! This is something Claire felt was very poorly organised and even when they finally found the correct collection point, the paper work for everybody to collect a carer’s lanyard and wristbands was just lying on the ground. It highlights the importance of planning all your customer’s experience with a proper customer journey map and ensuring this information is passed on to the front facing staff at your venue.
Claire felt access within the TRNSMT festival was quite good for her power wheelchair. Yes, the ground was a little uneven, and yes there was speed bump like protectors over wires within the park, but this was an outdoor event and so Claire appreciated that there would be a few bumps along the way. The staff were also very helpful and friendly within TRNSMT which makes a huge difference to the whole event experience.
The whole festival was very spacious, and Claire only went onto the viewing platform a couple of times as she was still able to see the artist from the main standing area. Other features noted that were very good included, having a separate entrance for visitors with disabilities to get to the bar, having bar staff collect drink orders whilst you were sitting on the viewing platform and the actual viewing platform itself. Clearly some good consideration had been given to maximising the experience inside the event.
The platform at the main stage was generously apportioned and the one at the King Tuts stage was quite close, providing a great atmosphere. Although there were accessible toilets, these were not suitable for Claire and as with many events, there was unfortunately no changing place toilet available. This can be very restrictive for enjoying your day out, especially if attending an all-day-event. They would perhaps want to consider a mobile changing place option for such an event, such the Mobiloo provided by our partner charity, PAMIS (read more about changing places and PAMIS here).
Overall, if the stewards knew more about the accessible parking spaces and the paper work for the carer’s lanyard and wristband was more organised then Claire feels everything would have been perfect. She would definitely still recommend TRNSMT to other wheelchair users, however she would like to point out that everyone has different requirements. So, what works for one person might not work for someone else.
With the lovely Scottish weather continuing, it was a warm sunny day which made for a fantastic day out with her friends. Claire will definitely be looking to head back next year. With some improved planning and additional visual guides, the event could be the perfect day out.