ABOUT STAR

WHAT IS STAR?

STAR – the Society of Ticket Agents and Retailers is the self-regulatory body for the entertainment ticketing industry in the United Kingdom. Originally formed in 1997, it has many of the biggest names in ticketing as members. STAR members include major UK ticket agencies as well as numerous venues and box offices in London and across the country.
There are also associate members in other industries (such as travel) where entertainment ticketing forms part of their business and affiliate members who do not sell tickets directly to the public but support STAR’s work. You can find the current membership list here.

WHAT DOES STAR DO?

STAR operates within guidelines supported by, amongst others, VisitBritain, London & Partners and the Society of London Theatre.

As well as working with government and other bodies for the benefit both of consumers and the ticketing industry, STAR offers general advice and information on ticket buying and provides an approved dispute resolution service for customers who have an unresolved problem with their purchase from a STAR member.
STAR has been at the forefront of cross-industry initiatives to improve consumer confidence, make ticket buying safer and combat ticket fraud.

Buying entertainment tickets from a STAR member – in person, by phone or online – enables you to buy with confidence. All STAR members sign up to our Code of Practice, which requires them to treat customers fairly and make all transactions clear and straightforward.

AIMS AND OBJECTIVES OF THE CODE

Encouraging high standards of service and good practice throughout the ticketing industry.

Providing confidence to the ticket-buying public so that they can buy their tickets with greater peace of mind from members of STAR.

Promoting better and clearer information for the ticket-buying public.

Setting out procedures for handling customers’ money

To read the full STAR code of practice, download the PDF here.

BUY WITH
CONFIDENCE

CUSTOMERS BUYING FROM A STAR MEMBER BENEFIT FROM


A means of differentiating reputable agencies and box offices from potentially less scrupulous ticket sellers

Clear information about where and how to buy entertainment tickets

The STAR assurance on standards of service and information from members

A government-approved Alternative Dispute Resolution process

 

HOW DOES STAR WORK

STAR is funded by annual contributions from its membership. Administration is carried out by the Council which, together with the chairman of the Council, is elected bi-annually by the membership of STAR. Day-to-day functions are carried out by the STAR office which is based in York and provides information and advice in relation to STAR and the operation of the Code of Practice as well as managing our dispute resolution service. Click here for a list of STAR Council members and staff.

STAR is approved by the Chartered Trading Standards Institute as an Alternative Dispute Resolution provider. You can find more details here.

A sub-committee examines all breaches of the Code reported to it and disciplines members if it considers it necessary, with expulsion from STAR as a potential option in the most serious cases. The sub-committee is made up of Council members and independent people, with the latter always in the majority and providing the Chair. Appeals against the sub-committee’s decisions are heard by the Council; any Council member with a business interest in a case being considered by the sub-committee is not eligible to vote on anything to do with that case at a meeting where it is considered.

MORE RESOURCES


The Society of Ticket Agents and Retailers
Registered in England No 03453544
Registered Office: Regina House, 124 Finchley Road, London, NW3 5JS