Disabled audiences report struggles with online ticket booking

Disabled audience members are nine times more likely to struggle with an online booking to attend an arts event, according to research from audience specialist consultancy Indigo.

Indigo’s Access Culture report features over 19,500 responses to a survey conducted between December 2024 and January 2025 from audience members of 85 theatres, orchestras, touring companies and other performing arts organisations.

The research found two in five disabled visitors lack confidence their access requirements will be met by arts venues, while 38% said they miss out on cultural events due to accessibility uncertainties.

Despite disabled visitors being far more likely to check the accessibility of a venue in advance, almost three quarters (75%) of disabled respondents said they struggle to find clear information on venue websites.

Respondents also shared frustration over being unable to fully communicate their access requirements using an online booking tool, sometimes leading to exclusion from an event.

The research also highlighted that physical access remains the biggest barrier to attendance but added that while older audiences were most likely to experience mobility barriers, younger ones were more likely to have sensory requirements.

Analysis by Indigo says facilities including quiet spaces and performance adaptations such as relaxed performances will be increasingly crucial to include audiences of the future.

‘More to do’

Indigo’s analysis adds that while the overall picture of inclusivity in arts and culture is far more positive than for other public spaces such as shops, restaurants and transport, there “remains more to do to ensure all audiences feel welcome and confident to visit”.

“Creating inclusive experiences is essential for cultural organisations to make sure everyone feels welcome,” said Alex Morgan, head of sales and partnerships at pointOne, which sponsored the research.

“And venues must take a proactive approach, as accessibility plays a key role in shaping audience and visitor experiences.”

Katy Raines, Indigo CEO, added: “A rising tide will lift all ships: even those who do not identify as disabled and don’t feel they have access requirements are using and benefiting from services such as captioning, improved online booking and relaxed performances.”

The research was run in partnership with Arts Council England’s All In access programme, a sector-wide access scheme for disabled audiences that is set to go live later this year. 

Earlier this month, subscription rates for organisations interested in taking part in the programme were announced.