Rebecca Kane (Managing Director of APTL) here.
Firstly let me send out a huge wholehearted apology to anyone whose enjoyment of Wednesday’s sell-out LCD Sound System / Hot Chip concert was affected.
It has saddened everyone at Alexandra Palace involved with the concert that the two great performances were tarnished due to problems within the venue. Whilst the majority of feedback about the gig has been really positive, we are deeply concerned that a significant proportion of the audience did not have the best experience of our venue.
We have read all of your comments and taken them to heart, which has prompted an immediate internal investigation. This has revealed:
- Insufficient personnel were allocated at the entrance at the beginning of the night, as the vast majority of you turned up in time to see the first band, which led to unacceptable delays getting into the concert.
- With the venue running at capacity, unforeseeable technical problems with the bar at a peak time had a serious knock on effect. We have identified the nature of the technical problem at the bar and we will ensure that we have back up plans in place in the future.
Our immediate response is to prioritise action that will prevent a repetition of these circumstances. The key areas we are looking at are:
- Increased venue security and new procedures with specific focus on getting fans into the venue more efficiently.
- The introduction of extra bars and doubling the amount of staff on each bar to minimise queues, with additional token booths.
- Increased staffing for each of the separate areas in the venue with clearer communications and contingency planning to deal with the unexpected.
We are dedicated to listening to your feedback and are introducing improvements to our service in our mission to ensure you enjoy your experience and discover your Ally Pally.
We are responding to all of your feedback and comments please email us on firstname.lastname@example.org