How does Ticketmaster do the queue?

Ticketmaster utilizes a virtual queue system to manage high demand for tickets to popular concerts and events. This queue system aims to provide fair and orderly access to tickets during busy onsales when demand far exceeds supply.

What is a virtual queue?

A virtual queue, also known as a waiting room, is an online system that requires users to wait in a digital line before accessing a website or buying tickets. It helps control traffic surges and prevents websites from crashing due to too many users trying to access it at once.

With Ticketmaster’s virtual queue, users are assigned a random spot in line when they enter the waiting room. They are then given a wait time estimate and have to wait their turn before proceeding to the website to purchase tickets.

Why does Ticketmaster use virtual queues?

Ticketmaster utilizes virtual queuing to provide a fair and consistent ticket buying experience. The main reasons for implementing a queue system are:

• Manage high demand – Queues prevent websites from going down when millions of fans try to buy tickets at once during a popular onsale.
• Control traffic – The waiting room meters traffic and staggers fans’ access to the site rather than everyone hitting it at exactly the same time.
• Prevent bots – The queue helps block ticket bots and scalpers from immediately swarming the site and snatching up all the tickets.
• Reduce frustration – Queues notify fans of estimated wait times and eliminate the need to constantly refresh the website, providing a smoother experience.
• Fair access – Holding fans in a line and allowing them to access tickets in order reduces the impact of connection speeds, internet lags, etc. that might otherwise give some buyers an advantage.

By implementing a queued system, Ticketmaster aims to provide equitable access to high demand tickets and prevent their website from crashing during major onsales.

How does the Ticketmaster queue work?

The Ticketmaster virtual queue process typically works as follows:

1. Fans go to the Ticketmaster site to purchase tickets for a hot show or event when the sale begins.
2. They click to access tickets, at which point they are placed at the back of the virtual queue.
3. In the queue waiting room, fans are shown the number of people ahead of them in line and given an estimated wait time.
4. They must wait in the queue until it’s their turn to access the tickets sales page.
5. Once at the front of the line, fans are let through to shop for tickets and seating options.
6. If tickets sell out before reaching their spot in queue, fans are notified and given the option to shop other events.

The queue helps control the flow into the ticket sales page, allowing a steady stream of users through rather than a sudden flood. Wait times can vary greatly depending on the size of the queue and how fast users at the front are purchasing tickets.

What happens if you leave the queue?

It is important not to refresh the queue page or accidentally close your browser while waiting in the Ticketmaster virtual line. Here is what happens if you leave the queue:

• You lose your place in line and have to start over at the back again.
• If you had multiple browser tabs or windows open, they will all be removed from the queue.
• There is no pause or hold option – you have to remain in the waiting room the entire time if you want to keep your spot.
• If tickets sell out while you were gone, you’ll have to look for other ticket options.

To avoid losing their place, fans must keep the queue page open and their browser active. Ticketmaster does not allow savesies of spots in line. Abandoning the queue means forfeiting your place and jumping back in at the rear when you return.

Tips for navigating the Ticketmaster queue

Here are some tips for having the best experience with the Ticketmaster virtual queue:

• Join the queue as early as possible when tickets go on sale – this gives you the best shot at a front spot in line.
• Only use one browser window or tab – multiple queues will get removed.
• Avoid refreshing or leaving the queue room – keep the window active.
• Have Ticketmaster account login details handy to checkout faster.
• Research ticket types and prices ahead of time – be ready to select seats.
• Enable queue notifications – this pings you when reaching the front.
• Be patient and plan to wait out the queue – waits over an hour are common.
• Have backup events ready in case your first choice sells out.
• Use a computer rather than phone – mobile can be prone to glitches.

Following these queue tips helps sets you up for success when trying to purchase highly coveted tickets.

Criticisms and controversies

While designed to provide order, Ticketmaster’s queue system has drawn some criticism and complaints from users over the years. Some common grievances include:

• Long, unpredictable waits – Queue times are often hours long with no guarantees.
• Poor communication – Lack of updates during the waiting period.
• Duplicate queues – Being forced into multiple queues to shop for seats.
• Glitches / crashes – Bugs and errors that cause users to lose spots.
• Lack of transparency – Confusion over how queue order is determined.
• Scalpers exploiting – Resellers still manipulate queues to snatch tickets.

Ticketmaster has worked to address some of these concerns in recent years by enhancing queue communication, integrating with apps for status updates, and tightening queue requirements to cut down on scalpers. However, the primary complaints around long waits in queues and lack of transparency into prioritization remain pain points for many users.

The future of virtual queues

While not without flaws, virtual queuing seems likely to remain a ticketing industry standard for the foreseeable future as its benefits outweigh alternatives like first-come-first-served sales. As technology improves, queues may become more sophisticated. Some possibilities include:

• Crowd-sourced wait time data for more accurate ETAs.
• Options to temporarily save spots to take breaks.
• Enhanced queue tracking and communication via mobile apps.
• Priority benefits for fan club members, loyal customers, etc.
• Integration of queues across multiple ticket partners.
• Use of artificial intelligence to detect scalpers and bots.
• More transparency into how order is determined and wait time calculated.

While not flawless, queuing seems here to stay and will likely continue evolving to try to be more user-friendly. But Ticketmaster’s overriding goal will remain leveraging virtual lines to deliver fairer, less chaotic access to highly desired tickets for millions of fans.

Conclusion

Ticketmaster’s virtual queuing system aims to bring a sense of order and fairness to the high-stakes ticketing process for popular concerts and shows. By funneling millions of eager fans into digital lines, queues aim to meter traffic, prevent website crashes, reduce scalpers’ advantages, and create smoother access even when demand vastly outpaces supply. While queues are oft-maligned for their long waits and lack of transparency, they seem entrenched as the industry standard for the foreseeable future. With some improvements to communication, mobile integration, and priority access, virtual queues will likely remain core to Ticketmaster’s efforts to manage fan demand and provide more orderly and equitable avenues to purchasing coveted tickets.