As a follow-on from the TPC2018 panel discussion on Frictionless Mobile Payments, here’s some detail on what the new legislation is and how Direct Carrier Billing is becoming a viable and attractive payment method for mobile ticketing.
New EU legislation – PSD2 is here: is your ticketing business ready?
PSD2 is a game changer as it brings European payment services into the 21st century. Ticketing companies should embrace the innovations it will bring in online and mobile payment methods, including Direct Carrier Billing (DCB), and offer consumers frictionless payment options that go beyond PSD2 compliance. DCB allows you to charge digital purchases directly to a customer’s mobile phone bill avoiding having to rely on credit and debit cards.
What is PSD2?
PSD2 is an acronym for the Second Payment Services Directive, a new piece of EU legislation that came into force on 13th January 2018. Its main aim is to modernise Europe’s payment services for the benefit of both consumers and businesses, so as to keep pace with this rapidly changing market.
Under the new regulations, consumers will no longer be asked to pay a surcharge for debit or credit card payments, regardless of whether this is happening online or in store. They will also have better rights when it comes to remote, online payments, including a reduced liability for non-authorised payments.
PSD2 is also expected to be a catalyst for business change as it promotes the development of innovative and online mobile payments by banks and other payment service providers across the EU. This is particularly relevant to the ticketing industry as ticket sales increasingly take place on mobile devices and PSD2 has specifically categorised tickets as ‘digital content’.
Alternative Payment Methods
PSD2 legislation will encourage increased competition, opening up interesting opportunities for Alternative Payment Methods (APMs).
A key APM is Direct Carrier Billing (DCB) where the cost of a digital purchase made on a mobile phone is charged to the consumer’s mobile phone bill rather than to a credit or debit card. During the panel discussion, one thing that leapt out was just how much information you DON’T have to put in when completing a transaction using this payment method.
In Europe, DCB is currently most effective for smaller, micro transactions so a VIP ticket to a Bruno Mars concert will be out of reach. However, for lower cost tickets for smaller events and venues, DCB provides a quick, convenient and cost effective payment method.There are also a number of opportunities to bundle ticket sales with other value-added services consumer might purchase at a later stage – for example a flash promotion on an exclusive digital album download at the end of the Bruno Mars concert.
DCB can step into the limelight as an attractive alternative to existing online and mobile payment methods, especially where low cost purchases combine with a need for speed. The increased conversion rate of DCB also offers robust strategies to move distressed inventory.
PSD2 has put somewhat of a spanner in the works when it comes to consumer demand for frictionless payment. This is partly because of the higher security standards that make online payments safer and more secure. Strong Customer Authentication (SCA) will be necessary for all electronic payments initiated by the customer above €50 or €300 per month on subscription (unless the payment qualifies as low risk).
In practice, this means that consumers will have to provide at least two separate elements out of something they know (password or PIN); something they own (bank card or mobile phone); or something they are (fingerprint or iris scan).
However, layers of verification disrupt the frictionless payment experience. Customers will have to wait for an authentication code to come through and then type it in before being taken to the next stage in the payment process. For merchants, it increases the risk of shopping cart abandonment as distracted consumers navigate away from completing the transaction.
However, digital tickets purchased through carrier billing will be exempt from the two-step authentication process that PSD2 introduces. This presents a unique opportunity for more services to adopt this payment method and takes advantage of the exemption. It will allow merchants and operators to offer a much lower-friction payment method to customers – one that already delivers up to 10 times higher conversion rates compared to card payments.
When buying parking tickets for example, consumers currently have to put up with complicated voice-controlled mobile card payment systems. First-time users can spend up to 10 minutes providing personal and financial information before the payment is made by which point they will be behind schedule, possibly missing a train or appointment. Carrier billing can reduce this friction by removing the need to provide credit card details altogether.
In order to benefit from this new opportunity, mobile payments providers must work together with operators and merchants to streamline carrier billing services – offering a single, simple payment option that consumers demand and therefore, driving revenue for all parts of the value chain without compromising on PSD2 compliance.
If you would like to hear more about how to use Direct Carrier Billing for frictionless ticketing payment methods, please contact. Mark Robinson at Infomedia on firstname.lastname@example.org or call him on +44 (0)1604 498900
Lausanne, Paris, London, Madrid, Munich – 16 April 2018 Brentford Football Club, from the English Sky Bet Championship, has appointed SecuTix as its new ticketing and engagement partner. Following a tender process, the global SaaS ticketing and audience management provider will ensure a smooth transition as the club moves from its current home of Griffin Park to a new stadium, less than a mile away, in 2019.
The club was keen to appoint a new ticketing partner now to ensure the platform is well established before the move.
Commenting on the decision, Kurt Pittman, Director of Marketing, Brentford FC, said: “We are a club which has to try to out think rather than out spend our competitors. For that reason, we wanted an innovative partner who offers Software as a Service. We know from experience that when it comes to the amount of work involved in system upgrades, it’s not an easy task with bespoke systems.
“Moving from a 12,400-seat stadium to a 17,250 seater, with nearly 3,000 more premium seats, requires a flexible partner. The SecuTix platform offers that flexibility. Combine that with SecuTix’s desire to help grow our business and we’re confident that we will make a great team as we enter this new chapter.”
David Hornby, SecuTix UK Managing Director, said: “We’re looking forward to being part of Brentford’s exciting journey as they move to their new ground. With the new stadium in mind, our ambition is to make the whole fan experience easier. As a priority, we’re looking at ways to integrate the ticketing purchase with the club’s access control, loyalty partners and mobile app. Once the club has moved stadiums, our focus will be on growing their season ticket base, attracting new fans and increasing their average home game attendance.”
London Theatre Direct accepts Amazon Pay, enabling Amazon customers to buy West End theatre tickets using the information stored in their Amazon accounts.
London Theatre Direct has become the first ticket retailer in the UK to accept Amazon Pay which can now be used for all purchases on their website. This new payment method offers consumers increased flexibility, security and ease when purchasing tickets to some of London’s biggest shows. Amazon Pay makes it easy for millions of Amazon customers to log in and pay on third-party websites using the payment and shipping information stored in their Amazon accounts.
Francis Hellyer, CEO of London Theatre Direct said, “We’re delighted to offer Amazon customers the ability to book West End theatre tickets quickly and painlessly at londontheatredirect.com using their existing Amazon credentials. This option has been missing from the marketplace and we’re excited that Amazon Pay will bridge that gap for our customers. We look forward to working with the Amazon Pay team to make buying theatre tickets easier than ever before”.
“Our main aim at Amazon Pay is to allow consumers to pay or book online simply and easily through their most trusted method on whatever device they may be using. We’re very excited to work with London Theatre Direct to make Amazon Pay available for customers to easily buy West End theatre tickets using their Amazon accounts” Karen Pepper, UK Country Manager at Amazon Pay.
London Theatre Direct offers the full range of West End theatre events, including classic musicals The Lion King, The Phantom of the Opera, Les Misérables and many other hits including The Book of Mormon, Mamma Mia! and Aladdin together with plays, ballet and opera tickets.
The combination of London Theatre Direct’s product offerings and Amazon’s hugely successful payment system makes purchasing theatre tickets even easier for customers all around the globe.
Amazon Pay enables shoppers to check-in and check-out using information already stored in their Amazon accounts. Amazon Pay is extending this experience from third-party websites to in-store physical experiences as well as voice payments through Alexa skills, helping retailers connect with customers in multiple ways
London Theatre Direct
Established in 1999, London Theatre Direct is one of the UK’s leading ticket retailers and distributors. As one of the first companies to sell theatre tickets online in the UK, through to displaying interactive seating plans, connecting to multiple API systems and becoming the first ticket seller in the world to accept bitcoin, London Theatre Direct continues to innovate using new technologies. London Theatre Direct is a fully bonded official ticket retailer for all of London’s major theatres and is a full member of S.T.A.R., the Society of Ticket Agents and Retailers.
Lausanne, Paris, London, Madrid, Munich – 12 April 2018 UEFA has announced SecuTix, the global SaaS ticketing and audience management solution provider, as its ticketing software licence provider for 2018-2021. UEFA will handle all ticketing and hospitality sales for the most prestigious events in the world of European football through the SecuTix system.
The agreement will see SecuTix provide ticketing software for the UEFA Euro 2020 tournament, the UEFA Champions League finals, the UEFA Europa League finals, the UEFA Super Cup and the UEFA Nations League finals in 2019 and 2021.
The new multi-country tournament for Euro 2020 will see the SecuTix software significantly enhanced to support the complexities of the tournament. With 24-teams and 51-matches taking place in 12 venues across Europe, located in five different time zones, and with over 3 million tickets expected to be sold, SecuTix’s agile technology is well placed to meet the challenge.
UEFA will use the SecuTix software to handle all ticket applications, ticket lotteries, sales and payments for the general public, fans, sponsors and the wider football family. A resale platform will also be provided for a number of UEFA’s major events.
The contract builds on the successful partnership between UEFA and SecuTix dating back to 2013, which included the provision of ticketing software for Euro 2016.
Frédéric Longatte, CEO at SecuTix said: “We’re very proud to extend our relationship with UEFA. The appointment is proof that our agile technologies can rise to the challenge set by high-demand events across different venues with varying access systems. We will build upon our position as UEFA’s trusted software licence provider to help strengthen their fan relationships and offer fans a fair and transparent ticketing system.”
Ticket Quarter has bolstered its ticketing portfolio after confirming services for three major Liverpool 2018 events.
The agency will be the primary ticketing partner for the inaugural Bordeaux Wine Festival, which takes place from May 25 – 28, as well as the Liverpool International Music Festival (LIMF) which returns to Sefton Park on July 21 and 22.
Both events are expected to attract tens of thousands of visitors and form part of the Liverpool 2018 programme – exciting, inspirational and thought-provoking projects taking place across the city to mark the 10th anniversary of Liverpool’s reign as European Capital of Culture.
LIMF’s new ticketed format will enable festival goers to enjoy more than 70 high calibre artists and 18 hours’ worth of unforgettable live music over two days, for just £5 per day for advance tickets and £10 per day on the gate.
Ticket Quarter will also provide an allocation for CBBC Summer Social, the BBC’s first ever outdoor children’s festival which takes place in Croxteth Park from August 3 – 5.
Henry Brown, head of Ticket Quarter, said: “We are pleased to have been selected as the box office for such major events in the city.
“2018 is a pinnacle year as we reflect on how much our event and cultural offering has developed over the past decade. Our aim is to ensure that as many people as possible are able to enjoy this wide range of fantastic experiences by discovering what is on offer and by purchasing tickets easily.”
Claire McColgan MBE, director of Culture Liverpool, said: “This is a landmark year for Liverpool and we are pleased to be working with Ticket Quarter as our ticketing agency for three of the region’s major events this year.
“Not only does the company have its headquarters in the city, but they are experienced in delivering ticketing for a wide range of entertainment throughout the North West so we are confident that the team will provide an excellent service to help make the year a great success.”
Ticket Quarter has also recently won contracts to provide services for the Palm House and the Bombed Out Church. Meanwhile, it recently unveiled its new brand to reflect how the company has progressed since it was launched six years ago.
The organisation sells tickets for music, comedy, theatre and arts, family entertainment, exhibitions and sport for a variety of regional venues and more than 200 events across the North West including St George’s Hall, Farmaggedon and Aintree Racecourse. As the ticketing arm of The ACC Liverpool Group – home to BT Convention Centre, Echo Arena and Exhibition Centre Liverpool – it also provides tickets for Echo Arena Liverpool and Exhibition Centre Liverpool events such as forthcoming exhibition The Gin to My Tonic Show from September 7 – 9.
What’s your beast from the East story?
That crazy snow we had in the first week of March really did hit the UK hard, causing disruption both in transport and logistics.
Over the past few weeks I have met many people with a story to tell of how they missed the wedding, got stuck at home or worse still at their in-laws!
My personal one was the monster 22 hour journey I undertook returning from Poole in Dorset to where I live in South Wales.
It involved several trains, an overnight stay in Bristol, an eye watering £60 uber ride and then finally a 1 mile walk in 2 feet of snow dragging a roller suitcase.
Now many of you probably have similar stories or perhaps can even beat my 22 hour record. Whatever your struggle or delay, if you’re reading this, you will no doubt appreciate the disruption that the weather caused to live entertainment
We saw football games and concerts cancelled either due to artists not being able to make the venue or the approaches to the venue being judged to be too hazardous.
As I sat at home slowly defrosting, I did suddenly think “I wonder how many people will not be able to make tonight’s performance?”
By coincidence I had a call booked with Simon Mabb of Romero Insurance the parent company of Booking Protect. We were actually due to be discussing the upcoming Ticketing Professionals Conference, but I couldn’t help asking how bad the snow was going to be for either them, their clients or their clients’ customers.
“Not a problem at all” he replied , “ it’s what we do! We added some extra staff to the call centre and we were actually already settling claims this time yesterday”
Whilst it was refreshing to hear that statement, I did ask how they could be collecting valid proof of a claim so quickly?
“Simple” he replied “We have all of our client’s protected bookings on our system. When a refund request comes in we can see you live in Barnsley and the show you were going to see is in Leeds. We are not going to ask people to send us photos of the motorways closed or trains cancelled when we can see it for ourselves.”
Like most businesses Booking Protect had staff issues so were under pressure, but it is their clever use of technology coupled with their commitment to fast and efficient settlement of claims that in that first week of March gave massive benefits to their clients. They were never outside of their 48 hour SLA commitment.
Their clients saw the benefit of having refund protection offered to their customers along with a rock solid customer service offering to back it up.
So the snow was a once in a decade occurrence. I cannot remember the depth or drifting of snow anyway like I saw, but other incidents occur like this, on an International, National and regional level on a regular basis.
Train strikes, flooding, motorway closures as well as let’s not forget illness effect your customers ability to attend the performance that they have booked.
We should use these once in a decade disruptions not as a sign for us to start thinking about protecting our customers, but to actually start doing it!
The chances of snow for the rest of the year are minimal ( double checks outside window) but now is a perfect opportunity to start discussions with providers of refund protection as well as your ticketing platform provider.
Make sure you pay close attention to the tools or services a provider can offer. Ensure that bookings are correctly and compliantly recorded as well as the providers ability to offer outstanding customer service.
Now – where’s my sledge?
How is your ticketing knowledge? What’s big in Brazil or raging in Romania? What are the trends in live entertainment ticketing around the World? Now is your chance to read up and learn more about your industry, thanks to the International Ticketing Yearbook.
The International Ticketing Yearbook (ITY) was first published by IQ Magazine in 2015 and is the only global guide to the live entertainment ticketing market. The yearbook features in-depth profiles of the top 40+ live entertainment markets around the world, as well as breakout reports on sectors including innovation and white label services.. The Fourth edition of the ITY will be published in late summer 2018, and build on the research and success of the first three editions.
EVERTON FC APPOINTS SECUTIX AS NEW TICKETING AND ENGAGEMENT PARTNER
Lausanne, Paris, London, Madrid, Munich – 19 March 2018 English Premier League team Everton Football Club has announced SecuTix as its new ticketing and engagement partner. The global SaaS ticketing and audience management provider will handle all ticketing and hospitality sales for league and cup games at Everton’s 39,000-seater stadium, Goodison Park.
The partnership marks a move to simplify the purchasing process and enhance the experience for fans through the introduction of new technologies and integration with best-in-class third party providers. Improvements are already afoot, with mobile ticketing and the use of Apple Wallet made available for the first time to Everton fans for the home game against Brighton on 10th March. 3D seat mapping technology giving fans the chance to experience the seat view before purchasing tickets online has also been introduced by integrating PACIFA technology with the SecuTix platform.
Commenting on the appointment, Matt Kendall, Head of Ticketing, Everton Football Club, said: “SecuTix have a clearly defined roadmap to help us get to where we want to go, which is to make the purchasing journey as seamless as possible for fans. They have proven to us a genuine desire to future-proof our systems, thinking long-term about where technologies are heading and how we can use them.
“It’s refreshing to work with a ticketing system that can integrate with our existing platforms such as our website and CRM. But what really makes a difference is the flexibility of SecuTix to link with new providers who can improve our fan experience. For example, we have now enhanced our third-party Finance facility to allow Season Ticket holders to digitally sign their credit agreements, as well as offering the ability for fans to pay for their season tickets over two or three months. With more functionality to be released in due course, I’m confident that the switch to SecuTix will allow Everton to really raise the bar for ticketing in the Premier League.”
David Hornby, SecuTix UK Managing Director, said: “We’re proud to be working with a Club that is renowned for its brilliant fan engagement and progressive ticketing policies. We are very aligned in our approach of putting the fan first and we will work closely with the Club to use our agile technology to create a single customer view and introduce some firsts to the English football ticketing sector.”
Everton sell more than 400,000 tickets annually.
Leeds, United Kingdom – 11 March 2018 – Booking Protect, a global leader in ticket refund protection, was awarded the Special Coverage Award by their industry peers at the 2018 Commercial Insurance Awards in London.
This award was a significant achievement for Booking Protect and their partners in the effort to bring refund protection on non-refundable bookings to organisations of all sizes around the world.
Judges for the Special Coverage Award commented that they “were impressed by Booking Protect’s ability to bring its refund protection product to any size customer from large corporates to small organizers while still being able to deliver the highest levels of customer service in the sector.”
Booking Protect CEO Simon Mabb commented, “Many organizations talk about their dedication to service and adding value to their partners, this award is a powerful indicator that Booking Protect actually backs those words up with action.”
Over the past 12 months, Booking Protect has undertaken a reinvention of their customer service practices, leading to the company being the highest rated refund protection company on Trustpilot and having 97% of their customer reviews achieve 4 stars or above in the first 2 months of 2018.
Booking Protect offers the most comprehensive refund protection plan in the world. Allowing their partners to offer their customers the most secure refund protection program on non-refundable tickets and bookings anywhere.
About Booking Protect:
Booking Protect are the global leaders in Refund Protection partnering with over 350 organizations worldwide from global ticketing platforms to small venues, enabling them all to offer their clients a market leading refund protection product on non-refundable tickets. Booking Protect is part of the Romero Group of companies that has over 20 years experience providing specialist insurance solutions to corporations, associations, and individuals. Romero holds Chartered Broker Status an honor held by only 3% of its peers. As part of the Romero Group, Booking Protect has the strength and security of a large corporation but with an ability to innovate like a start-up. Find out more at www.bookingprotect.com.