Annual Report & Financial Statements

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Annual Report & Financial Statements ANNUAL REPORT & FINANCIAL STATEMENTS 2017-18 STAR MEMBERS JUNE 2019 | FULL MEMBERS Gielgud Theatre St Martin’s Theatre Albemarle of London Gillian Lynne Theatre Santa Pod Raceway ATG Tickets Grand Opera House, York Savoy Theatre AXS Harold Pinter Theatre Scarborough Spa Coras Her Majesty’s Theatre SEC & The SSE Hydro, Glasgow DICE FM HQ Theatres Selladoor Venues DHP Family Hyde Park Picture House, Leeds Shaftesbury Theatre Edinburgh Festival Fringe Society JHI Marketing Sheffield City Hall Encore Tickets King’s Theatre, Glasgow Southport Theatre and Convention Centre Eventim UK The Landmark, Ilfracombe The SSE Arena, Wembley Family Tickets Leas Cliff Hall, Folkestone Stephen Joseph Theatre, Scarborough Flame Concepts Leeds Grand Theatre Sunderland Empire fromtheboxoffice.com London Coliseum Theatre Royal Brighton Gigantic Tickets London Palladium Theatre Royal Drury Lane Groupon The Lowry, Salford Theatre Royal Glasgow Kidadl LW Theatres Twickenham Stadium KX Tickets Lyceum Theatre Vaudeville Theatre Leicester Square Box Office Lyric Theatre Victoria Hall, Stoke-on-Trent London Theatre Bookings M&S Bank Arena, Liverpool Victoria Palace London Theatre Direct Manchester Opera House Watford Colosseum Music+Sport Manchester Palace Theatre Watford Palace Theatre Quaytickets Milton Keynes Theatre Wembley Stadium Ringside World Minerva Theatre, Chichester Whitby Pavilion See Tickets Motorpoint Arena, Cardiff White Rock Theatre, Hastings SIV Tickets Motorpoint Arena, Nottingham Wycombe Swan Superbreak National Theatre Wyndhams Theatre Theatre Tickets Direct Nederlander Dominion Theatre Wyvern Theatre and Arts Centre, Swindon Ticket Arena New Alexandra Theatre, Birmingham York Theatre Royal The Ticket Factory New Theatre, Oxford | The Ticket Machine Group New Theatre Royal, Lincoln PRODUCERS/PROMOTERS TicketCo UK New Victoria Theatre, Woking Cameron Mackintosh Ticketline New Wimbledon Theatre & Studio Disney Theatrical Productions Ticketmaster UK Newcastle Theatre Royal Fane Productions Ticket Quarter Nimax Theatres Kilimanjaro Live TicketSource Noel Coward Theatre Live Nation Ticket Text Novello Theatre | ORGANISATIONS TicketWeb (UK) Nuffield Theatre, Southampton National Arenas Association TicketZone O2 Academy, Birmingham Society of London Theatre TKTS O2 Academy, Bournemouth UK Theatre TodayTix O2 Academy, Bristol TYG Ltd O2 Academy, Brixton | AFFILIATES O2 Academy, Glasgow WeGotTickets Abbey Box Office O2 Academy, Islington WhatsOnStage AKA O2 Academy, Leeds Audience View | O2 Academy, Leicester ASSOCIATE MEMBERS Aventus O2 Academy, Liverpool VENUES Best of Theatre O2 Academy, Newcastle ACC Liverpool Booking Protect O2 Academy, Oxford Adelphi Theatre Boom Ents O2 Academy, Sheffield Aldwych Theatre Dewynters O2 Apollo, Manchester Almeida Theatre Front Gate Tickets O2 Forum, Kentish Town Ambassadors Theatre JM Marketing O2 Guildhall Southampton Apollo Theatre Line Up O2 Institute, Birmingham Apollo Victoria Made O2 Ritz, Manchester Arena Birmingham Managed Networks O2 Shepherds Bush Empire Arts Club Liverpool PatronBase The Old Vic Theatre Aylesbury Waterside Theatre Red 61 Opera North Beck Theatre Seat Geek Entertainment Orchard Theatre, Dartford Bridge Theatre, London SeatPlan The Other Palace Brighton Centre SecuTix Oxford Playhouse Bristol Hippodrome Spektrix Palace Theatre Cambridge Theatre Squire Patton Boggs Palace Theatre, Westcliff Chichester Festival Theatre Tessitura Network Phoenix Theatre Churchill Theatre Theatreland Piccadilly Theatre City Varieties Music Hall, Leeds theatremonkey.com Playhouse Theatre Cliffs Pavilion, Southend-on-Sea Ticketing Business Forum Prince Edward Theatre Crewe Lyceum Ticketing Professionals Conference Prince of Wales Theatre Criterion Theatre TicketPlan Princess Theatre, Torquay Delfont Mackintosh Theatres TickX Queens Theatre Duchess Theatre TixTrack (Europe) Queens Theatre, Barnstaple Duke of York’s Theatre Tungate Group Really Useful Theatres Group Edinburgh Playhouse Universe Regent Theatre, Stoke-on-Trent Empire Theatre, Liverpool Vivaticket Resorts World Arena, Birmingham England Netball Richmond Theatre The FA | The Royal Edinburgh Military Tattoo TRAVEL AFFILIATE MEMBERS Fairfield Halls Royal Opera House Big Green Coach/Planet Festival FlyDSA Arena, Sheffield Royal Shakespeare Company Hotel Direct Fortune Theatre The Rugby Football Union Scancoming G-Live, Guildford Sadler’s Wells Theatre Tickettree.com Garrick Theatre Tuned In Travel PERIOD OF THIS REPORT This report covers the period from November 2017 to December 2018 in line with the Society’s new accounting reference date. In the interests of keeping the information enclosed as current as possible, information about the period from January to June 2019 is also included, where relevant. THE PURPOSE OF STAR The Society of Ticket Agents and Retailers, or STAR, are heard by the Council. The membership of this was formed in November 1997 by a number of sub-committee is drawn from members of the companies and organisations within the ticketing Council and independent persons, the latter always industry to promote high standards of service to being in the majority and providing the Chair. Any consumers and to enhance and promote the public Council member with a business interest in a case perception of the ticket agents’ industry. being considered by the sub-committee is not eligible to vote on any matter concerning such a The membership of STAR is drawn from the case at a meeting at which it is considered. ticketing industry. The administrative functions are carried out by the Council which, together with STAR is funded by annual contributions from its the Chair of the Council, is elected biennially by membership. the membership of STAR. Day-to-day functions are carried out by the Secretariat, which provides Membership of STAR can be recognised by the use information and advice in relation to STAR and the of our registered trademark, found on the cover to operation of its Code of Practice. A sub-committee this report. examines all breaches of the Code reported to it and disciplines members where it considers such action necessary, action that potentially includes expulsion from STAR in the most serious cases. Appeals in relation to the sub-committee’s decisions THE CHAIRMAN’S STATEMENT I was really pleased to opportunities for customers to have access to resale, refund reconnect with STAR or exchange facilities if they find they are unable to use tickets last July after a break they have bought. of over seventeen years and even more Following Viagogo’s absence for the second time at an pleased to take over evidence session of the Digital, Culture, Media and Sport from Adrian Sanders Select Committee last September, we joined forces with as Chairman. Although, FanFair Alliance and Sharon Hodgson MP on an open letter to professionally, those Google regarding their acceptance of paid advertising from the intervening years company, asking them to reconsider this position because of took me in different the resulting consumer confusion. STAR led on that initiative directions, ticketing is and we were pleased to bring in many other organisations to in my core and it’s been support it as counter-signatories. great to be able to get I’ve been keen to find ways of providing additional benefits back to the heart of the to STAR members. We already have the great apprenticeship industry. scheme pioneered by Will Quekett and now being used by When I spoke at the a number of members including the RSC and The Ticket 2018 AGM, I outlined Factory. I was pleased to add to this by negotiating fully-funded a number of areas that I saw as opportunities for STAR. I in-house training for existing employees of STAR members was particularly keen to see the breadth and number of through TLC. This is a great way of providing training for your memberships grow, saying that a challenge for STAR is to be staff, so do get in touch for more details if you are interested. the voice of ticketing. I’m therefore very pleased to report We were able to add another important STAR event to the that membership has grown, with some significant companies calendar last autumn, with a specialist, technical, seminar on coming on board over the past year. It’s great to have very old cyber-security, hosted and delivered by the National Cyber friends, like the Edinburgh Tattoo, as members alongside others Security Centre, a division of GCHQ. We know there is an such as the Edinburgh Fringe and HQ Theatres. The extensive understandably high level of interest in both the topic and this list on the inside cover of this report grows longer each year seminar in particular, so will be looking to repeat this later in and I welcome all our new members 2019. Significantly, STAR has extended its reach into sports in the A really important element of STAR’s work is our status as past few months, with the FA, RFU and now England Netball an official provider for Alternative Dispute Resolution. As joining. We all share a commitment to high standards of membership increases, so does the number of disputes that customer service and information, as well as a wish to provide are referred to the office in York. We have therefore taken on clear information about authorised ticket sellers for events. an additional member of staff, Helen Chambers, to work with We are continuing our drive to increase membership and are Megan Conman on this extensive area of STAR’s operations. actively and positively discussing this with a broad range of On behalf of the membership and its customers, I would companies
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