Aiken Promotions Customer Care Policy

Section 1

1. The policy is intended to:

2. All patrons of Aiken Promotions events are protected by human rights legislation, consumer law and by the contract entered into through the purchase of a ticket. While these convey rights they also confer responsibilities on both Aiken Promotions and its’ staff and on the patron.

3. The rights include:

4. The responsibilities include:

5. The principal function of all staff is to protect the health and safety of all customers and facilitate their enjoyment of an event.
Staff should:

6. The policy on dealing with the removal of disruptive patrons is included as Section 2 of this document.
7. The policy on dealing with dissatisfied customers is included as Section 3 of this document
8. The policy on the provision of services for disabled patrons is included as Section 4.

Policy on Dealing with Dissatisfied Customers

Section 2

1. Aiken Promotions attempts to meet the expectations of all patrons attending its events but on occasions either in reality or perception this might not happen. In such circumstances every attempt should be made by any member of staff dealing with the customer to resolve any difficulties. If a member of staff does not feel empowered to resolve the difficulty then the matter should be referred to the next most senior colleague.

2. The nature of a complaint may be very specific to an individual but the most common areas, with possible remedial responses, are outlined below:

3. There are matters which might cause a customer to complain but which are beyond the control of Aiken Promotions. In such circumstances any response should be informative and polite with an emphasis on explaining the reasons why this is beyond the responsibility of the company. Some such issues include but are not exclusive to:

4. All complaints which are written to the company will be answered as soon as possible after any details mentioned in the complaint have been investigated.
Any customer making a telephone complaint should be advised of the company policy and be asked to put the comment in writing.
Any complaint made personally to a member of staff should be noted and passed to management. The complainant should be asked to put the complaint in writing.

5. Refunds are considered only when the following circumstances have been met in full:

6. A complaint lodged after an event will not normally lead to a refund. In exceptional circumstances and at the discretion of management, a refund or a partial refund or an offer of tickets for another event may be provided on a ‘without prejudice’ basis as a gesture of good will.

7. No ancillary costs will be met in the event of a refund or partial refund being deemed appropriate.

8. In the event of a cancellation the cost of tickets only will be refunded in full.

9. In the event of a postponement or a forced change of date customers will either be able to:
(I) Have a refund of the cost of the ticket only
(II) Retain the ticket for the rearranged event.
A ticket produced for refund after the date of the re-organised event has taken place will not normally be refunded.

10. A refund will not normally be given in circumstances where the customer has been refused entry because of intoxication, disruptive or dangerous behaviour.


Section 3

1. Aiken Promotions pursue a policy of courtesy and persuasion in the management of any disruptive, dangerous or offensive behaviour by a patron. The more general policy on customer care requires that the rights of each individual are protected but when the action of one individual impacts adversely on another then action may be required to ensure safety and protect rights.

2. Stewards should not approach a potentially dangerous or aggressive situation alone. Desirably a supervisor should be contacted to assess the situation.

3. When encountering a potentially dangerous or aggressive situation, supervisors/stewards should carry out a risk assessment. Points to be considered include:

4. In the event that action is required the following hierarchy of responses should be used:

5. Only in extreme circumstances attempt a forcible removal. Such circumstances would include:

6. The personal safety of the steward should at all times be a major factor in decision making.
7. A full report should be prepared by the most senior company representative present and submitted to the Event Controller.


Section 4

1. Patrons with physical or other disabilities should, as far as possible, be treated in the same manner as those who are able bodied. Where this is insufficient to meet their needs then additional provisions should be made where this is possible and practicable.

2. Not all disabilities are obvious and stewards should listen carefully to any patron who claims to have a disability and assess in a sympathetic manner.

3. There are three main support points for customers with disabilities:

Aiken Promotions is developing practices to support each of these but the precise detail of access and environment will vary from one venue to another.

4. Booking appropriate tickets
The Aiken Promotions website gives details of how dedicated tickets for patrons with disabilities can be booked. This generally involves an early decision on the space to be allocated for patrons in wheelchairs or those whose disability might prevent them from being in a general admission area. This decision is conveyed to Ticketmaster to allow the ticket to go on their system or a decision is made that all disabled area tickets will be managed through the Promoter’s office. Relevant information is then placed on the Aiken Promotions website and included in advertisements. The website will also provide details on access to any dedicated disabled parking area.

5. Accessing the Venue
Where possible patrons with discernable disabilities should be brought to the front of a queue and admitted ahead of other patrons. Signage should direct them to any disabled platform or other dedicated area and to toilets. Stewards are advised to give both priority and assistance to patrons with disabilities in accessing the venue and their seats.

6. Enjoying the concert
The nature of the disability will vary and stewards need to be mindful of the needs of the patron. In general terms where the disability involves mobility the patron can be accommodated in a dedicated area such as a platform. Where possible, a disabled toilet should be located nearby and its’ use restricted to disabled patrons. If possible, at least one person accompanying the disabled patron should be accommodated on the platform. If space is too congested then they should be allowed to remain close by in an area which does not obstruct an exit route.

7. In certain circumstances health and safety considerations may need to over-ride the wishes of a disabled customer. Such circumstances might include:

As a general rule persons in wheelchairs should not be allowed to leave an area of safety until the pressure on exit routes eases.

8. First Aid personnel should, if possible, be located close to disabled areas and stewards should liaise with them to ensure back up if required.

9. Pregnant women are not disabled but should be offered whatever support is needed to protect them and provide for their needs as customers. Similarly, elderly patrons should have their needs assessed and provided for where possible.

10. Aiken Promotions is developing information on relevant issues such as access to each standard venue.