STAR – 14 January 2020


Event-goers across the UK have voted for Quaytickets – the ticketing agency attached to The Lowry in Salford Quays – to win an outstanding customer service award from the Society of Ticket Agents and Retailers (STAR).

Representatives from The Lowry and Quaytickets collect the STAR award at the Society of Box Office Managers event at Proud Embankment. Iwan Williams (Set-up and Support Manager), Patrick Ratliff (Head of Marketing), Jonathan Brown(CEO, STAR), Keith Kelly (Head of Ticketing), Kat Shoob (Awards Presenter). Photo by John Sansom

Staff friendliness, good options around accessibility and a willingness to go the extra mile to solve problems were all frequently mentioned by people describing their ticket booking experience with Quaytickets.

The competition involved STAR members across the UK asking their customers for nominations and to share their experiences of good practice. In total, 1317 members of the public took part with the Salford-based agency scooping the largest number of nominations.

Keith Kelly, Head of Ticketing at Quaytickets, said:

“One of our biggest strengths is that we’re a venue operator as well as a ticketing provider. We know the high level of service our own customers expect and we’re able to reflect this in the service we provide on behalf of all our clients. We invest in both staff training and great technology – including extensive use of data management to understand new trends and stay agile and responsive.

“To be recognised by STAR against such a high industry benchmark is a matter of immense pride for both myself and the whole team and we couldn’t be more thrilled.”

Jonathan Brown, Chief Executive of STAR added:

“We were bowled over by well over one thousand entries across the UK from customers describing why they wanted their ticketing company to win – often mentioning members of staff going the extra mile so they could attend their chosen events. It brought home to us how much people treasure their special night out and how it’s often been anticipated for a long time.

“Quaytickets is a well-deserving winner with loyal customers sharing stories of enthusiastic staff and straight-forward booking choices.

“There was healthy competition from across the UK – including nominations forTicketSource, WeGotTickets, Lincoln New Theatre Royal, The Ticket Factory and See Tickets, amongst many others.

”We always urge customers to use authorised ticket sellers that are members of STAR and display our logo as it means they have signed up to a strict code of practice that demonstrates excellent customer service.”

The award was presented to Quaytickets at a gathering of the Society of Box Office Managers at Proud Embankment in London. 

Plans are being made for Quaytickets to share top tips on customer service with STAR members and other ticketing professionals at an event later in the year.