2019-05-11
The complainant’s two young children use wheelchairs for mobility. She alleged customers using the respondent ticket booking service to book wheelchair accessible seating could not do so online, and must instead use a telephone booking service which was difficult to reach.
The booking service acknowledged that the process for booking accessible seating is lengthier than the online process for booking standard seating. The service argued that through its phone booking system, trained operators could gain a better understanding of the particular needs of customers in order to match them with suitable accessible requirements of the particular venue, which varied in configuration and price point. The service advised that a number of tickets for each event were reserved for those using the telephone booking service, ensuring they were not disadvantaged in relation to those booking online. The service noted that operators of its phone booking service also took steps to avoid fraudulent ticket purchases to ensure customers with legitimate access requirements were not deprived of tickets. The service argued it was not feasible to develop a system for online booking of accessible tickets, as there was no single technological solution that could adequately cater for the varying requirements of customers and venues and other complexities of booking accessible seating.
The complaint was resolved with an undertaking by the booking service to commence a two-year process to deliver equal access to online booking of tickets for customers with access needs. The service agreed to keep the complainant informed of progress and to continue to advocate for the provision of accessible seating and facilities by Australian entertainment venues.
Year
Discrimination type
Disability Discrimination Act
Grounds
Disability aid
Disability
Areas
Goods, services and facilities
Revised terms and conditions
Policy change/Change in practice
Amount