Free Telephone Box Office Service (UK Only)
1. About This Service
By activating our Telephone Box Office service, we can take bookings on your behalf from those customers who would prefer to book over the phone. We'll also be able to answer basic queries to help ease the pressure on your own customer service front.
Operation hours:
Monday to Friday, 9:00AM to 7:00PM (excluding bank holidays)
Saturday, 9:00AM to 5:00PM
Please note that if customers call outside of this time, they can leave a message on our answerphone system, and we’ll return their call.
TicketSource reserves the right to modify these operation hours without notice.
There is no charge for using this service for the event creator or ticket-buying customer.
The Telephone Box Office uses an 03 telephone number, ensuring customers won’t incur additional call charges and allowing for easy contact from abroad.
2. How to sign up
To sign up for this additional service, please login to your TicketSource dashboard and head to Settings. From there, select Telephone Box Office. Here you will see the Telephone Box Office application form for you to complete.
Once you’ve completed your application, it will be reviewed by our team. If accepted, we’ll advise you of the telephone box office number to add to your marketing and advertise on your website.
3. Optimising your information
For event creators, clear and accurate information isn’t just a courtesy; it’s essential for providing a seamless booking experience. When customers can quickly find answers to their questions, they’re more likely to complete their bookings and feel positive about their experience.
Below, we’ll explore key areas event creators should review regularly—like access requirements, age guidelines, and even nearby amenities.
Keeping Details Up-to-Date
It’s essential for event creators to regularly ensure that their Telephone Box Office settings are accurate and up to date. This enables our friendly Box Office team to provide customers with accurate information and deliver the best possible customer service on your behalf.
Having this information easily available reduces the touch points a customer needs to make to answer their queries and drastically decreases the likelihood that the customer will abandon their booking.
We would encourage all event creators to periodically check this information for accuracy. You can do so by visiting the TicketSource dashboard, selecting Settings and Telephone Box Office tab.
Access, Access, Access
The most common queries we receive from customers on behalf of event creators relate to access requirements. Below are some questions that are worth considering having as part of your Frequently Asked Questions (FAQ) sections.
Increasingly, access and carer ticket requests come from customers with non-visible disabilities or specific accessibility needs. Have you thought about how to best accommodate these customers at your events?
Below are some questions worth considering for your Frequently Asked Questions (FAQ) section.
- Did you know you can now add accessibility information directly to your events? When provided, this information will appear in your customers' booking pathway. Just head to the event designer and check the advanced settings to get started.
- Can TicketSource TBO book wheelchair spaces or only be booked in-house?
- Do you accept free (or discounted) carer/companion tickets?
- Do you accept National Disability Card/Hynt/Nimbus/Access cards?
Consider the benefits of signing up for these initiatives. You can list your venue on the associated websites as an event/venue that supports those with access requirements.
- Does your venue have stairs or step-free access? This is particularly useful for bookers who don’t use a wheelchair but might have other access requirements. Uploading a photo will allow our Box Office Team to explain your venue's layout to customers confidently.
- Nearby parking is important for all customers, particularly for blue badge holders. If you have these near your event – shout about it!
Families are Important for Ticket Sales
Appealing to family groups is a great way to maximise ticket sales, but does your information adequately address their needs?
- Do you have a babes-in-arms policy? Always specify an upper age limit, especially for family shows.
- Clearly defined age ranges on children's and concession tickets allow customers to make the correct choices and feel catered for. For some events, it isn’t immediately obvious whether this event allows children to attend; providing age guidance on an event-by-event basis is super helpful.
- Consider group booking discounts to boost sales.
Clarity is Key
- The key is to clarify age ranges and who can purchase a particular ticket type.
For example, if you have a concession ticket, who does it apply to? Students, the unemployed, Children, the over-60s, or the over-65s?
- Use the seat comments functionality to explain to customers why certain seats have restricted views/reduced legroom.
- Where possible, try to provide show running times, including intervals.
- Sometimes, customers have questions no one can expect. Consider the questions you would have if you didn’t know anything about the venue or event or if your personal circumstances were different.
Updated on: 15/07/2025