On-site Event Operations
Technology is only half of event delivery. The other half is people on the ground — trained, coordinated, and equipped to handle everything from routine will-call pickups to complex customer escalations across dozens of venues simultaneously. We deploy the teams that make the plan work.
Multi-city deployment at scale
Major international events rarely take place in a single venue. A multi-sport Games programme may span a dozen competition sites, multiple ceremony locations, and satellite venues across an entire metropolitan area — or across several cities. Our operational model is built for this distributed reality.
We recruit, train, and deploy ticketing operations staff across every venue in the programme. Each site operates with a consistent playbook — standardised procedures for box office, will-call, ticket exchange, credential verification, and customer resolution — while retaining the flexibility to adapt to venue-specific conditions. Staffing plans scale with session capacity, time of day, and expected demand patterns, informed by data from previous events.
Box office and will-call operations
On-site box office remains a critical service channel even in an era of mobile-first ticketing. Last-minute purchases, ticket exchanges, accessible seating requests, and group coordination all require trained staff with real-time access to the central inventory system. Our box office teams operate with the same tools and the same live data as the online sales platform — there is no separate system, no synchronisation delay.
Will-call operations handle the retrieval of pre-purchased tickets, often under time pressure and with long queues. We design will-call workflows for speed: pre-sorted fulfilment, identity verification procedures that balance security with throughput, and dedicated lanes for VIP, media, and accessibility customers. At peak events, our will-call stations have processed thousands of collections per hour per venue.
- Real-time integration with central ticketing and inventory systems
- Multi-language support matched to the host city and visitor demographics
- Dedicated VIP, media, and accessible service lanes
- Secure cash and card payment processing on-site
- Instant ticket reprinting and mobile ticket transfer assistance
Customer resolution and escalation
Not every issue can be resolved at the gate. Disputed transactions, duplicate bookings, accessibility requirements that were not flagged in advance, lost or stolen tickets, and technology failures all require a resolution pathway that goes beyond standard operating procedures. Our on-site customer service teams are trained to handle these escalations with direct access to order management systems and a clear escalation chain to central operations.
We also operate dedicated customer service centres — both on-site and remote — that handle inbound enquiries across phone, email, and messaging channels before, during, and after events. These teams are briefed on the specific policies, edge cases, and known issues for each event programme, reducing resolution time and improving the consistency of outcomes for customers.
Operational playbooks and knowledge transfer
Two decades of continuous major event delivery have produced an institutional knowledge base that is difficult to replicate. Our operational playbooks document procedures, staffing models, contingency plans, and lessons learned from every event programme we have delivered. These playbooks are not static documents — they are refined after each event through structured debrief processes and updated to reflect new technology, new regulations, and new operational patterns.
For organising committees and rights holders, this experience translates to lower operational risk. Staffing requirements, training timelines, venue setup specifications, and technology integration checklists are available from day one of the engagement — not developed from scratch for each event. The result is shorter mobilisation timelines and fewer surprises when operations go live.