Statement from BPT Leadership

It’s no secret the events business was hit hard by the COVID-19 crisis. The need for physical distancing led to a tsunami of event changes, postponements, and, ultimately, cancellations. 

 

As part of the arts community, Brown Paper Tickets is one of many businesses that has suffered mightily from the pandemic, and, as a service provider that specializes in supporting working artists and organizers of small- and mid-sized events, our failures have added to the burden of the very people we built our business to serve. Please know we are deeply sorry, and we are working hard to make it right. 

 

Although nothing could have prepared us for a crisis of this scale, we know some of our actions resulted in greater hardship for our customers: We didn’t plan for a catastrophic failure of our automated systems; we abruptly stopped payments to protect our business; we didn’t clearly communicate what we knew when we knew it. 

 

The result has been a snarl of delayed payments, revoked checks, stalled refunds and, understandably, angry customers. We temporarily laid off most of our staff, which means transactions are piling up and becoming more complicated, and we don’t have enough hands to manage the crushing workload. Further, we have been so focused on operational issues that we stopped communicating, further frustrating our customers. 

The road to resolving our problems is long and difficult, but, in the same way we own our mistakes, we take responsibility for actively pursuing solutions. When COVID-19 hit, we reduced the size of our executive team and the remaining members agreed to stop taking salaries. We are actively pursuing loans and outside funding sources so we can bring back members of our team to speed up processing payments and responses to requests. We are prioritizing payments to people with outstanding checks and people whose events were successfully completed. 

We also have a better appreciation for the importance of providing timely, accurate information, and we are committed to improving our communications systems and tools to keep information flowing and ensure the questions of our clients and partners are heard and answered. 

We are proud of being an independent company built by and for artists and event organizers. We’re working hard to fix this situation and make our customers whole. We continue to be committed to supporting the arts, and we regret the impact on our customers. We look forward to regaining their trust and supporting them as they reimagine events in a post-quarantine world. 

William Scott Jordan

Founder & President

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The Latest from Our Blog

Our Commitment to Better Communication During the COVID-19 Crisis

May 19, 2020

By Brown Paper Tickets

It’s been too long since you’ve heard from us. Many of you—artists, event organizers, and ticket buyers—have emailed us seeking refunds, payments, and answers, and we haven’t replied. We’re sorry. You deserve better, and we are committed to doing better. We are committed to being more open and timely in communicating what we know. 

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