You have been looking forward to the show for weeks. You take your seat. And there it is -- a massive pillar, a speaker stack, or a lighting rig blocking half the stage. It is one of the most common complaints in live events, and it does not have to be accepted as "just the way it is". Here is what you can do.
This guide provides general advice. Specific outcomes depend on the venue, event, and circumstances.
In the moment: what to try first
- Speak to a steward immediately -- Point out the obstruction and ask if you can be moved to a different seat. Stewards can sometimes relocate you to an unoccupied seat with a better view.
- Visit the box office or customer service desk -- If stewards cannot help, the box office may be able to offer an alternative seat or issue a voucher/partial refund.
- Document the problem -- Take a photo or video from your seat showing the obstruction. This evidence is essential for any complaint you make afterwards.
Was the obstruction disclosed?
This is the key question for determining your rights:
If the obstruction was disclosed at the time of purchase -- Many venues mark certain seats as "restricted view" or "limited view" during the booking process. If this was clearly stated and you bought the ticket anyway (perhaps at a discounted price), your complaint is weaker. You accepted the restriction.
If the obstruction was NOT disclosed -- If the seat was sold as a standard, full-view seat and the obstruction was not mentioned at any point during the purchase process, you have much stronger grounds for a complaint. The ticket was not "as described" under the Consumer Rights Act 2015.
Your rights
Under the Consumer Rights Act 2015, a service must be provided as described. If you paid for a standard seat and received an obstructed view seat, the service was not as described. You may be entitled to:
- A partial refund -- Reflecting the difference between a standard seat and a restricted view seat.
- A full refund -- If the obstruction was so severe that you could not see the performance at all.
- An alternative seat -- If available.
How to complain after the event
- Contact the ticketing platform -- Explain the situation, attach your photographic evidence, and state what remedy you are seeking.
- Contact the venue -- The venue is responsible for their seating plan and should be aware of which seats have restricted views.
- Contact the event organiser -- Particularly for one-off events where the production setup may have created the obstruction.
- Be specific -- State your seat number, the nature of the obstruction, whether it was disclosed at purchase, and what you are asking for.
Common types of obstruction
- Structural pillars -- Older venues in particular may have pillars that obstruct certain seats. Most venues know which seats are affected and should mark them as restricted.
- Sound/lighting equipment -- Production setups vary by show. A seat that had a perfect view for one event might be blocked by a speaker stack for the next.
- Safety barriers -- Sometimes installed for specific events and not accounted for in the standard seating plan.
- Other audience members standing -- In seated sections, this is a venue management issue. Alert a steward.
What venues should do
Responsible venues:
- Mark all known restricted view seats clearly during the booking process.
- Price restricted view seats at a discount.
- Work with production teams to minimise obstructions.
- Train staff to relocate affected attendees where possible.
Tickts and seated events
When organisers sell seated events through Tickts, we encourage them to clearly mark any restricted view seats in the seating plan. Transparency at the point of purchase prevents complaints after the event. Our goal is for every ticket holder to know exactly what they are getting before they buy.
Summary
An obstructed view that was not disclosed at purchase is not something you have to accept. Speak up at the venue, document the problem, and follow up with a formal complaint. If the obstruction was severe and undisclosed, you have grounds for a partial or full refund under UK consumer law. The key factor is whether the restriction was made clear before you bought the ticket.