Somone took booked seats 02

[Theshowmustgoon22]

My daughter has gone to the 02 to see Disney on ice with her son and Friend . She booked their seats. Was sitting there. And some big bloke came along, couple of people with him. . Told dd to get out of the seats dd said she has paid for the seats. Then they got aggressive so dd was scared and got out of the seats . This left dd her son and friend with no where to sit . People started having a go at her because she was not in the way . Staff got involved. Told the people ti moved or they be kicked out . But staff did mot follow it through. Dd got told yo sit somewhere else. They have since had to move 3 times.

Dd is so upset . She's been a victim on domestic violence so she gets very upset and scared. Her son has special needs. Dd ended up crying and her son got upset as well. He was effected by the DV as well so he's effected when men shout or show anger.

I was wondering if anyone has experienced anything simlar. If so what did you do ?

That is awful Theshow...your poor daughter and grandson. I have had a go. It's a bit pompous deliberately. I am so angry on their behalf. Here it is:

Yesterday (23/12/2022) I took my 5 year old to see the 2.30 Disney on ice for his birthday. Our seats were section 107, seats 215,216,217 [and I attach a photo of the tickets]. I was shown our seats, by a member of staff.

However before the show had started, an aggressive man insisted that we move, despite my protests. The staff tried to get this party to move out of the seats, but they refused. I was shouted at by the people around who thought it was I who had wrongly taken the seats.

The staff then told me to find other seats, which I tried to do, but I had to move three times more when other people came to take their own seats..

We did, eventually, get to see the show, but as you will imagine we didn't enjoy it anything like as much as we should have done. My son who has special needs got upset and told me his birthday has been ruined and he wanted to go: it was his first time seeing a show. I am pregnant.

I really feel that your staff should have insisted that the people who had stolen our seats be the ones to leave. If your security team isn't able to deal with aggressive people, and force them to behave, or to leave, then we should have been looked after properly after such an upsetting episode, rather than told to find our own seats and made to feel we were stealing other people's seats.

To the people who had to ask us to move out of their seats, it did look that that was what we were doing, and we were treated rudely.

This is all bad enough but my son and I have been subjected to serious domestic abuse and so this was particularly upsetting.

I am sure that this was an isolated episode but it was deeply upsetting to me and my son. I look forward to hearing from you.

Outrageous.

Complain on Twitter and tag in both the venue and the show.

What was odd though is after the interval in the middle them people never returned. Very odd

Probably because they realised their error and went and sat in their correct seats.

Complain on Twitter. Just a short statement saying it was an awful experience and you need a reply.

I recently had a complaint with a company. Live chat, email and fb messenger all useless. The people covering Twitter had it sorted with 5/10 minutes.

3 days later the live chat finally asked how they could help, and I never received a reply to my email.

I would also add at the end of the email what you are expecting them to do.
Ie:
I would like to speak to someone directly about this incident. I am sure you will agree it was deeply concerning and do not want it to occur again. I also expect something to be done to compensate me and my children for the experience we had to endure.

I can be reached on 07....

If you can find the email for the ceo (executive office) that is the best place to email

What @PoppySeedBagelRedux write is good because it highlights the part the staff played / didn't play / should have played, which is the responsibility of the venue.

Wrote not write

It is a safety issue because the staff don’t have the skills or numbers to deal with aggressive people and they really do need to be able to do that for everyone’s safety.

I agree. So poorly managed, lots of big events.

I read once, with any complaint you should tell them what you want the outcome to be.

So maybe add, “we expect to be reimbursed for the tickets, as due to the security staff inability to assist us we did not get the experience we paid for. Additionally, I believe more training is required as this could’ve potentially turned into a dangerous situation”

If stuff like this is happening at a Disney ice skating show then it's a really sad reflection of where our society is. We've seen the tragic consequences this week of a ticketkess crowd using force to enter a venue. Some people are beginning to think they can bully and intimidate their way through life and are pushing boundaries of what is criminality more and more with little stopping them. Contact the venue and demand a full refund. It sounds traumatic, i hope they're okay.

She needs to speak to the overall House Manager. There’s always one person in charge. That person needs to oust the usurpers.

obviously it’s over now, so she should have compensation - a partial refund - because of what she was subjected to.

Far too wordy and grammatically incorrect.

What does your DD want from them?

What time and day ?

Seat numbers ?

A very short and concise stating of the problem.

People were sitting in your reserved seats. They refused to move and staff were incapable of assisting your DD. Your DD’s party’s enjoyment of the show was affected.

You would like a full refund of the cost (£xx) in recognition of the lack of appropriate staff action.

Something like that.

So maybe add, “we expect to be reimbursed for the tickets, as due to the security staff inability to assist us we did not get the experience we paid for. Additionally, I believe more training is required as this could’ve potentially turned into a dangerous situation”

What PoppySeed said plus this (above).

I've been at an event where 2 of us had the same seats exactly. Venue staff didn't know what to do- I wouldn't be surprised if it happens elsewhere

Unfortunately I suspect they wouldn't have had as much security for a Disney show - not scary bouncer types as they wouldn't reasonably expect trouble (at adult gigs they beef up the security, try going to a Courteeners gig! Was completely frisked before entry). Security in the U.K. is actually better than many countries, I've felt quite unsafe when at events in a couple of other countries

Sorry that she went through this, how awful for them both!! Though it sounds like she was already in her seats and moved for someone else so she should have just stayed where she was and the people would have had to go away eventually unless they were going to physically drag her out of the seat?

Luckily we live in a country immune from terror attacks. Because if the security staff can't deal with run of the mill gatecrashers, they sure as fuck couldn't deal with anything more. (Makes note not to go to O2 for a while).

Yes, it happened to me once (not at the O2).

This person pretended not to understand English when I asked them to compare tickets (I knew they were in the wrong and assumed they'd made a genuine mistake at first). I was gobsmacked that they actually deliberately wanted to nick my seat. They were quite aggressive.

Luckily for me, my seat was literally surrounded by a large group of my friends who were already seated, one of whom is a big bloke. He asked them to move. They still refused. So he stood right in front of them and blocked their view and said he was not going to move unless they did.

Security was called over, and since by this time they were surrounded by people all glaring at them and telling them to move, they did what they were told.

I was shaken by it though.

To Whom It May Concern,

I am emailing you to complain about the horrendous experience I had whilst attending
your venue to see Disney On Ice yesterday (23/12/2022) at 2pm. This particular trip was a gift to my 5 year old son who has special needs, and it was something we had been eagerly looking forward to. When we arrived, a helpful member of staff showed us to our seats (215, 216, 217) and we got ready for the show. However, a few minutes later a rather aggressive individual approached us and told us that we were in the wrong seats. He was claiming that seats 215, 216 and 217 were in fact HIS seats despite the member of staff showing us that they were ours, and he became awfully abusive in front of my young son. I approached your team for some assistance and instead of insisting that this aggressive man went and sat in his correct seats, it was ME who was made to move (despite it being confirmed that 215, 216 and 217 were in fact my seats!). I was then getting abuse from other attendees due to standing in their way, which is understandable however this could have been quickly avoided if your staff dealt with the problem accordingly.

Of course, viewing this commotion made my son really upset and frankly quite scared. As was I! He was throwing insults and displaying absolutely appalling behaviour for an afternoon family show and to be honest, should be have been asked to leave or at the very least, told to move out of my seats that I had already been sitting in. However, the fact your security staff did not enforce the correct decision is baffling to me. I am a survivor of serious domestic abuse and it was a really triggering situation - I relied on your security staff for support but instead they cowered to this man’s requests and I was the one who had to suffer by being placed in sub-standard seats. I then had to move a further 2 times during the show, which I’m sure you can understand just completely ruined the experience.

I am still so shocked and confused as to why this happened and would like a proper explanation from you. I hope to hear from you soon.

I've seen this but turned out one group had arrived on the wrong date!

Thing is though it is very easy for people to say your daughter should have stood her ground but that is going to be incredibly difficult for someone who has suffered trauma and absolutely not expected at a family event like Disney on ice.

I do think there need to be more consequences for twattish behaviour in venues. We went to frozen earlier in the year and had it spoilt by the people behind us. The theatre staff moved us and another family at half time but the people in the wrong faced no consequences or even a warning for being completely annoying. In your case, the aggressive man just got what he wanted with no consequence so what’s to stop others from copying their behaviour.

In your case, the aggressive man just got what he wanted with no consequence so what’s to stop others from copying their behaviour.

Nothing. That's why they do it. Welcome to 2023.

With something like that, I don't say what I expect in my first email, because I expect them to offer not just reimbursement, but a free show, and/or tour as well. If they don't, I then say the minimum that I expect in my reply.

I hope your daughter and grandson are OK, OP.

That’s awful, she absolutely should get a full refund. I would do as others have said and put it on the Twitter and Facebook pages. Complain and demand action. Write to the CEO of the ticket agency and venue as someone needs to be held accountable.

It doesn’t matter that she didn’t have to leave the venue, her enjoyment of the show was disrupted by her having to move repeatedly because of staff not willing or able to do their job properly. If they couldn’t deal with it they should have got somebody who could. What should have been a nice treat has turned in to a horrible experience.

Thing is now we know this is a possibility other would be audience will take care and refuse to move thanks to this threD