Managing Music Festival Check in Processes for Increased Efficiency.

A common compliant from festival-goers are the queues experienced when attending events. Managing queuing times and increasing efficiency can enhance customer satisfaction and reduce stress. The most likely chokepoint for festival organisers is the check-in process when initially admitting festival-goers to an event, so managing this is essential.

The check-in process when festival-goers first arrive on a site will likely be the first physical touchpoint they have with the festival so making a good impression is crucial. The entrance gates to a festival site will always be a high-volume zone for festival-goers so a well thought out process with meticulous planning can make the overall experience feel fast and efficient. What steps should organisers consider in making their overall check-in process more efficient.

Check-in Inefficiency.
Inefficiency during the festival check-in process can be caused by multiple factors including physical layout, poor staff training, and lack of pre-event information for ticket buyers. Thousands of people trying to enter through a single gate without a structured queuing system will add to delays. Lack of staff to manage unanticipated volumes of festival-goers inevitably increases queuing times and failure to manage problem tickets will add further to delays in check-in processing. Other factors like overzealous security checks can cause the entire process to grind to a halt.

Technology Solutions.
The days of paper tickets are long gone and now all festival organisers use scanning technology to check codes issued to ticket buyers, usually in the form of NFC or QR Codes for example. Scanners used at entrance gates to verify tickets can either be handheld devices operated by staff or standalone pedestal types that allow tickets holders to self-scan. Scanners used at entrance gates should have locally synced data so that checks can be made without relying on a networked internet connection.

Physical Layout Strategies.
Building a logical flow for festival-goers at each gate reduces queue times and avoids the build-up of crowd chokepoints. A variety of ticket types are usually issued and may include General Admission, VIP, Staff & Crew, Artists, Media, Contractors & Suppliers and Accessible or Welfare entry. A separate channel for each ticket type should be clearly signposted so that ticket holders are pre-filtered usually into a serpentine (S-curve) system which makes festival-goers feel like they are moving more frequently, lowering perceived wait times. Ideally, security checks should be minimal but thorough with sufficient space to allow for multiple simultaneous checks to be conducted. Once through security, the scanning process and verification can be quickly completed, ready for wrist banding at a separate station. Once the check-in process is completed ticket holders should be directed straight to site mapping information for welcome and orientation.

Pre-Event Communication.
The issuing of festival tickets is usually done through email or phone messaging where ticket buyers receive a code which is scanned and verified for festival entry. In addition to the code, organisers should issue specific instructions about which entrance gate to use, and in some instances may provide a specific entry time which allows ticket holder entry to be staggered over time. In addition, organisers may give reminders about prohibited items which should speed up security checks.

Staff Training.
Entry gates are usually staffed by a mixture of volunteers and permanent employees; all will require comprehensive training on every aspect of the check-in process. Training on how to use scanners and how to troubleshoot any technical issues along with defined processes for using a backup device or redirecting ticket holders to alternative scanner points. Defining a process for handling ‘problem tickets’ where a code cannot be verified ensures that it is redirected to someone responsible for resolution rather than trying to resolve it in the scanning queue Staff should have a clear understanding of the escalation procedure for security issues or uncooperative festival-goers in the queue. Organisers should ensure that they have sufficient trained staff coverage for all entry gates so that each person gets acceptable breaks and that there is surplus availability should there be sickness or absence, for example.

For festival organisers planning their next event using a software management platform like Festival Pro gives them all the functionality they need manage every aspect of their event logistics. The guys who are responsible for this software have been in the front line of event management for many years and the features are built from that experience and are performance artists themselves. The Festival Pro platform is easy to use and has comprehensive features with specific modules for managing artists, contractors, venues/stages, vendors, volunteers, sponsors, guestlists, ticketing, site planning, cashless payments and contactless ordering.

Image by freestocks-photos via Pixabay

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