DISPUTES & ENQUIRIES
The table below shows the number of contacts to STAR against different categories. This detail was not available before 2012, so only totals are given. New categories are created from time to time to help improve reporting.
The top three complaint categories in each year are highlighted in red.
Our statutory report on disputes handled through our approved Alternative Dispute Resolution procedure can be found here.
| 2006 | 2007 | 2008 | 2009 | 2010 | 2011 | 2012 | 2013 | 2014 | 2015 | 2016 | 2017 | 2018 | 2019 | 2020 | 2021 | |
| Complaints/Disputes | ||||||||||||||||
| Advertising | – | – | – | – | – | – | – | – | – | – | 8 | 24 | 38 | 38 | 16 | 17 |
| Booking and Processing Fees | – | – | – | – | – | – | 3 | 6 | 4 | 5 | 15 | 20 | 6 | 9 | 4 | 24 |
| Booking Fees | – | – | – | – | – | – | 9 | 31 | 45 | 84 | 29 | 42 | 78 | 21 | 13 | – |
| Call Charges | – | – | – | – | – | – | 3 | 1 | 1 | 3 | 7 | 6 | 4 | 6 | 1 | – |
| Cancellation | – | – | – | – | – | – | 34 | 55 | 39 | 95 | 41 | 88 | 54 | 65 | 16 | 89 |
| Change.org | – | – | – | – | – | – | – | – | 4 | – | – | – | – | – | – | – |
| COVID-19 Issues | – | – | – | – | – | – | – | – | – | – | – | – | – | – | 1,215 | 732 |
| Customer Care | – | – | – | – | – | – | 8 | 16 | 19 | 11 | 36 | 57 | 62 | 49 | 15 | 162 |
| Customer Error | – | – | – | – | – | – | – | – | – | – | – | 15 | 23 | 22 | 15 | 35 |
| Delivery Issues | – | – | – | – | – | – | 55 | 79 | 36 | 107 | 84 | 142 | 167 | 93 | 25 | 124 |
| Double Booking | – | – | – | – | – | – | 2 | 2 | 5 | 6 | 2 | 18 | 10 | 3 | 1 | 1 |
| Event Issue | – | – | – | – | – | – | – | – | – | 41 | 69 | 36 | 52 | 154 | 37 | 49 |
| Exchange | – | – | – | – | – | – | 1 | 14 | 15 | 16 | 21 | 50 | 42 | 20 | 3 | 2 |
| Gift Card | – | – | – | – | – | – | 4 | 8 | 4 | 5 | 19 | 48 | 19 | 16 | 28 | 78 |
| Lost Tickets | – | – | – | – | – | – | 1 | 2 | 4 | 3 | 3 | 6 | 5 | 4 | – | 1 |
| Mailing List | – | – | – | – | – | – | – | – | – | 2 | – | 2 | 2 | 1 | – | – |
| Non Disclosure of Booking Fees | – | – | – | – | – | – | 3 | 9 | – | 3 | 2 | – | – | – | – | – |
| Non Ticketing Issue | – | – | – | – | – | – | 1 | 16 | 35 | 27 | 10 | 5 | 7 | 3 | 3 | 1 |
| Paperless Ticketing | – | – | – | – | – | – | 2 | – | 7 | – | – | 3 | 2 | 1 | – | – |
| Premium Tickets | – | – | – | – | – | – | – | – | – | 4 | 11 | 13 | 11 | 12 | – | 1 |
| Pricing | – | – | – | – | – | – | – | – | – | 6 | 9 | 6 | 12 | 8 | – | 1 |
| Refund and Exchange Policy | – | – | – | – | – | – | 3 | 16 | 50 | 65 | 105 | 149 | 159 | 197 | 63 | 315 |
| Reselling | – | – | – | – | – | – | – | – | 5 | 9 | 12 | 7 | 11 | 45 | 25 | 48 |
| Restricted View | – | – | – | – | – | – | – | – | – | 3 | 23 | 25 | 63 | 84 | 13 | 7 |
| Scams | – | – | – | – | – | – | 9 | 10 | 9 | 12 | 3 | 3 | – | 3 | 1 | – |
| Seating | – | – | – | – | – | – | 32 | 43 | 55 | 57 | 64 | 95 | 76 | 64 | 20 | 14 |
| Ticket Error | – | – | – | – | – | – | 21 | 21 | 34 | 49 | 43 | 71 | 36 | 30 | 5 | 19 |
| Ticket Insurance | – | – | – | – | – | – | 1 | 2 | 3 | 7 | 1 | 1 | 1 | – | 2 | – |
| Tickets Selling Out Quickly | – | – | – | – | – | – | 1 | 1 | 8 | 10 | 4 | 24 | 7 | 11 | 1 | 1 |
| Website Error | – | – | – | – | – | – | 17 | 27 | 19 | 36 | 29 | 34 | 49 | 46 | 11 | 27 |
| TOTAL DISPUTES | 66 | 57 | 65 | 86 | 78 | 164 | 210 | 359 | 401 | 666 | 650 | 990 | 1,003 | 1,005 | 1,533 | 1,748 |
| Enquiries | ||||||||||||||||
| General | – | – | – | – | – | – | – | 36 | 167 | 190 | 142 | 143 | 122 | 135 | 85 | 272 |
| Membership | – | – | – | – | – | – | 13 | 41 | 61 | 33 | 36 | 44 | 7 | 3 | 8 | 6 |
| Other | – | – | – | – | – | – | 110 | 33 | 36 | 91 | 82 | 108 | 76 | 34 | 10 | 9 |
| TOTAL CONTACTS | 66 | 57 | 65 | 86 | 78 | 164 | 333 | 469 | 665 | 980 | 910 | 1,285 | 1,208 | 1,177 | 1,636 | 2,035 |
| Average/month | 6 | 5 | 5 | 7 | 7 | 14 | 28 | 39 | 55 | 82 | 76 | 107 | 101 | 98 | 136 | 170 |
