STAR Membership Update
We’re pleased to share updates on STAR's activities and key developments over the past year. Your continued involvement ensures that STAR remains at the forefront of improving standards and fostering trust in the ticketing industry.
STAR Council
The STAR Council meets bi-monthly to oversee STAR’s work, including dispute resolution, finances, membership matters, legislation, and updates to the STAR Code.
In June 2024, elections were held to fill vacancies created by the retirement of Julie Carson (SEC, Glasgow) and Abi Cope (ATG), who completed their terms. We welcomed Kelsie Adams (ATG) and Veronica Kakuba (The O2) to the Council, while Paul Newman was re-elected for another term.
There are also a number of of co-opted members of the Council - Richard Bennison (representing SOLT/UK Theatre), John Gibson (Eventim UK), Danny Hannaford (Ticketmaster), Anton Lockwood (representing the Concert Promoters Association), Kokyee Ng (Live Nation) and Joe Shellard (TodayTix). The Council is chaired by Andrew Sharp. You can see a full list here.
Each Council term lasts three years, with members eligible to stand for a second term. After serving two terms, a one-year break is required before standing again.
Looking ahead to summer 2025, six of the nine elected Council seats will become vacant. We encourage members to consider standing for election. You can learn more about what this entails here.
Dispute Resolution
At the core of STAR’s work is our Alternative Dispute Resolution (ADR) service, managed by Megan Conman and Helen Chambers. In 2024, we registered and resolved nearly 1,800 disputes and enquiries, up from just over 1,500 in 2023. You can see the detail here.
Key dispute topics in 2024 included:
- Refund and Exchange Policies
- Restricted Views
- Customer Care
- Event Issues
- Booking Fees (especially non-refund of fees for cancelled events)
STAR’s ADR service operates under parameters agreed with the Chartered Trading Standards Institute (CTSI), which audits us every two years. In 2024, 95% of cases were resolved within 90 days, with over half resolved in just seven days. We are grateful for the co-operation of STAR members which is crucial to our ability to consider and resolve disputes.
STAR will be migrating to a new case management system during 2025 which offers better features to help manage the workload.
Staff and Office Updates
Since April 2019, STAR’s team has consisted of three members: Jonathan, Megan, and Helen. From March 2025, we’ll be expanding the team to include a new member who will assist with administration and disputes. This growth also means a move to a larger office, remaining in York, in March.
The Council recognises the importance of staffing and systems for delivering STAR’s services. A benchmarking exercise in 2024, comparing roles at STAR with member organisations and ADR bodies, resulted in a formal Pay Policy, enhanced staff packages, and a Remuneration Committee for annual reviews and future benchmarking. Internal processes have been documented to support staff training and review potential case management systems.
Annual General Meeting (AGM) and Seminar
Our annual AGM and ticketing seminar is a key event for members. The 2024 seminar featured a range of insightful sessions, many of which are available to watch here.
We are already planning for 2025 and the AGM and seminar will take place in the Lilian Baylis Studio at Sadler's Wells Theatre on Wednesday 16 July.
CLICK HERE TO ADD TO YOUR CALENDAR
Industry Consultations
STAR continues to play an important role in responding to Government consultations. We’re preparing responses to:
- The draft guidance on the Digital Markets, Competition, and Consumers Act
- The upcoming Government consultation on consumer protection in the secondary ticket market
Members will receive copies of STAR’s responses to these consultations.
Code Review
Last updated in 2017, the STAR Council is currently reviewing the STAR Code to ensure it reflects best practices and current legislation. Updates will include:
- Provisions related to the new Digital Markets, Competition, and Consumers Act
- Enhancements based on lessons from the pandemic
- Improved guidance on ticket protection
All proposed changes will be circulated to members for approval.
Awareness Strategy
In late 2024, the STAR Council engaged Chris Carey and Cally Willoughby-Ward to develop a strategy for increasing industry and consumer awareness of STAR. The Council will review their proposals in January 2025, with plans to implement the strategy throughout the year.
EDI
We have gathered links to Equality, Diversity and Inclusion resources for members at www.star.org.uk/star_edi . If you are aware of other resources which could be added to this, please let us know.
Conferences
STAR is looking forward to visiting Manchester for the Ticketing Professionals Conference in March and Ticketing Business Forum in April and the Southbank Centre in June for the Theatre Conference. We look forward to seeing many industry colleagues at those and other events during the year.
Thank you for your continued support and commitment to STAR. Together, we strengthen trust and standards across the ticketing industry.
