Once your event is underway, your focus shifts to maintaining a good experience for attendees.

This is the stage where small decisions make a big difference — how issues are handled, how communication is managed, and how smoothly the experience flows from start to finish.

The goal is simple: keep things running calmly and ensure attendees feel looked after throughout the event.

Managing Add-On Redemption

If your event includes add-ons, they will usually be redeemed separately from tickets.

These may include items such as merchandise, drinks, upgrades or special access.

Each add-on purchase generates its own QR code, allowing you to verify and track redemptions independently from event entry. 

This means:

• Different add-on types have their own QR codes. 
• Supporters who purchase multiple add-ons may present more than one QR code. 
• Add-on QR codes should not be used for event entry.

At the event, organisers can:

• Scan and verify add-on QR codes in real time
• Track whether add-ons have already been collected or used.
• Confirm that supporters receive exactly what they purchased.

This system helps ensure:

• Accurate fulfilment of purchased add-ons.
• Clear separation between event entry and event extras.
• Easier reconciliation and accounting across vendors after the event.

To keep things running smoothly, it helps to establish a simple fulfilment process before attendees arrive. 

Managing Capacity on the Day

Managing capacity doesn’t end once tickets have been sold. A well-managed environment feels organised, comfortable and easy to navigate.

As attendees arrive, consider:

• Queue spacing and flow.
• Entry speed during peak arrival periods.
• Staffing requirements at check-in points.
• Clear signage and directions throughout the venue.
• Whether certain areas are becoming overcrowded.

If your event includes multiple experiences, zones or activities, make sure attendees understand where they should go and what they need to access different parts of the event.

If your event includes add-ons or upgrades, establish a clear system for:

• Verification.
• Distribution.
• Redemption.
• Directing attendees to the appropriate collection points.

Planning for Peak Times

Most events experience natural surges in attendee movement.

Common peak periods include:

• Immediately before doors open.
• Just before programme segments begin.
• During breaks or intermissions.
• At merchandise or add-on collection points.
• At the conclusion of the event.

Thinking ahead about these moments can help you position staff appropriately and avoid unnecessary bottlenecks.

A well-managed arrival and attendee experience often sets the tone for the entire event.

People may not remember every operational detail, but they will remember whether the event felt smooth, organised and welcoming.

Supporting Your Attendees

No matter how well an event is planned, unexpected issues can happen.

Common situations may include:

• Tickets not scanning properly
• Attendees unable to locate their tickets
• Confusion around entry or add-ons
• Minor operational delays

When issues arise:

• Communicate clearly with attendees
• Move quickly to backup options 
• Focus on resolving the issue

Most problems can be resolved quickly when handled calmly and systematically.

Throughout your event, attendees may have questions or need assistance. How you respond in these moments often shapes their overall experience.

Aim to:

• Direct attendees to the right information or person
• Resolve small issues quickly where possible
• Keep communication friendly and approachable

Even minor interactions contribute to how people remember your event.