Taco Bell Arena, Boise State University

The individual referenced in this complaint called our Box
Office on Saturday, October 31st, and spoke with our Director of
Ticketing and Guest Services regarding his family’s experience at the Disney on
Ice Frozen show the previous eveningThe customer was upset that he was
required to
purchase a ticket for his two-year-old daughter, in which case he
had his daughter sit in her own seat, which she unfortunately slipped through
and required her father’s assistance to get out ofThe customer requested a refund for his daughter’s ticket
because of the incidentOur Director of Ticketing and Guest Services
apologized for the incidentShe also explained to the gentleman that while
yes, it was the show’s policy that anyone age two and up was required to have a
ticket, parents were certainly allowed to have children sit on their lap, as
well as both permitted and encouraged to bring booster seats for small children
that they were concerned would not fit in an adult seatThe following verbiage
was included in our event advisory that was sent to all ticket purchasers, as
well as was posted on our Disney on Ice Frozen Event Advisory page:“Children ages and up must have a ticketChildren
under the age of do not need a ticket, but must sit on a ticket holder’s lap
Booster seats will be permitted for small children, please bring them if you
are concerned that your child will not fit in an adult seat.”The show stipulated to our box office that where would be no
refunds or exchanges allowed, however, our Director of Ticketing and Guest
Services still offered to speak with the event promoter to see if we could make
an exception to this policyThe promoting company agreed that it was
unfortunate the incident occurred, but ultimately decided to adhere to the show
policy and not issue a refundOur Director of Ticketing and Guest Services also spoke with our Director of Safety &
Security to see if our event staff witnessed or were made aware of this incident
or any other similar incidents involving problems with children in seats at any
of the other event performances None of the staff had any knowledge or record of
this or any similar incidents taking place.Our Ticketing Director called the gentleman back to let him
know that on behalf of the promoting company and Taco Bell Arena, we were very
sorry the incident occurred, and expressed concern about how the experience was
upsetting to the child, but we would be unable to issue a refundThe gentleman
got upset and said he would be taking things to the next level, and then hung
up.While we are very sorry this incident took place and resulted
in this family having an experience that was not all they had hoped for, the
incident ultimately could have been prevented by the parent by either bringing
in a booster seat for the child, by the parent assisting the child in the seat,
or by having the child sit on an adult’s lap We are utilizing this incident moving forward
as a reference point as how to better communicate event specific information to
our patronsIn addition to looking at ways to better this communication, we
will look into the possibility of having booster seats on hand when that
communication falls short.We hope the customer understands we are sorry the incident
occurred and that the safety and security of Taco Bell Arena patrons is a
priority for usThank you for making us aware of this issue, and please feel
free to contact me directly with any further questions or concerns you may
have

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]