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Providing Music Festival Information and FAQ’s

Andy Robertson

Every ticket holder and potential event goer will have many questions related to attending a music festival. Rather than answering a plethora of calls and emails it makes sense to have a comprehensive list of information and Frequently Asked Questions (FAQ’s) along with answers that will provide appropriate information to those interested. 


Before the days of the internet music festival organisers would provide phone numbers and a postal address for event goers to contact them with any questions. This involved having a team of people available in customer service roles who had been trained to answer just about any question put to them. This incurred costs and anyone seeking the answer to a question would be faced with long delays for postal responses or found phone lines permanently engaged.

Thankfully the internet has meant that potential questions and answers can be presented on the festival website usually in the form of an Information or FAQ section. The most common questions and answers can be posted in this section which should be easy to navigate to and be as comprehensive as possible. What are the typical categories of Information and FAQ’s to include to minimise additional phone calls for example? 

Tickets. 
All questions and answers about tickets should be provided by the festival’s ticketing supplier, this can often be incorporated into a
festival site using code obtained from the ticketing company. Alternatively ensure that links are provided to the ticketing platform.

Travel.
Include all forms of transport, timetables and directions along with estimated travel times. This is also an opportunity to reinforce the festival's environmental sustainability policies and to encourage use of public transport or car sharing where possible. Also include rules and regulations about any parking restrictions on-site. 

Accessibility.
As part of the festival’s diversity policies, the provisions made for disabled access should be clearly stated along with advice for difficult to access areas of a festival site. 

Camping.

Information about camping on-site rules and regulations and facilities provided for VIP and non-VIP sections. This is also an opportunity to specify any rules relating to camper vans and to encourage campers to take their tent home with them.

General Information.
An opportunity to provide as much information as possible on just about any subject an event goer will have and typically will cover the following: 

  • Children and age limits on entry.
  • Pets and animals allowed or not.
  • Alcohol sales on-site and whether or not event goers can bring their own alcohol.
  • Smoking will only be allowed in designated areas.
  • Zero tolerance regarding the bringing of illegal drugs onto the festival site.
  • Providing a comprehensive list of prohibited items that will be confiscated at entry.
  • Other useful information about provisions for lost property, reporting crime and the availability of medical facilities on-site.

Having this information easily available on a festival website should not negate having a customer service function. A telephone number and email address is particularly important with regards to Accessibility questions or booked camping pitch queries. 

For any event organiser planning their music festival using a software management platform like Festival Pro gives them all the functionality they need manage every aspect of their festival 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 and ticketing. 

Andy Robertson
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