Introduction
Accessibility in the aisles isn’t just a legal checkbox – it’s a commitment to making every festival goer feel welcome and cared for. From glitzy international film festivals to small-town community events, ensuring accessible operations in seating areas can transform a guest’s experience. Festivals that excel at this have learned that simple steps (like letting someone enter early or training staff in etiquette) can mean the world to attendees with disabilities or special needs. By incorporating inclusive practices – and sticking to them – festival producers create an environment where everyone can enjoy the show. This article shares seasoned advice on how to achieve that, with real examples of festivals around the globe leading the way.
Pre-Boarding Guests Who Need Extra Time
One of the most effective accessibility practices is allowing early entry for guests who need a bit more time or space to get seated. Just as airlines pre-board passengers with disabilities or those who need assistance, many festivals and venues do the same. For example, at the Chicago International Film Festival, audience members with disabilities can gain access to screenings before the general crowd enters (www.chicagofilmfestival.com). This kind of head-start – even 10 to 30 minutes – can help someone in a wheelchair or an elderly attendee avoid the rush, navigate aisles without pressure, and comfortably reach their seat.
To implement pre-boarding at your event:
– Designate an early entry window: Decide how far in advance to let eligible guests in (typically 15–30 minutes before general doors open).
– Communicate clearly: Publish this early-entry option in your accessibility information and remind front-of-house staff. For instance, some venues allow guests to simply identify themselves to staff about 30 minutes before showtime, after which a duty manager or house supervisor can arrange early entry.
– Create a welcoming process: Have a dedicated queue or waiting area for those who will pre-board. Ensure it has some seating available for guests who can’t stand for long periods and is staffed by someone friendly who understands the procedure.
– Allow companions: Many attendees needing extra time will be with a friend or aide. Let their companions enter early too so they can assist and sit together. Most festivals also offer companion or carer tickets at no extra cost – for example, many events honour a national Companion Card scheme that allows a personal carer to attend for free.
The key is making early entry feel normal and stress-free. When people know they can take their time, it sets a positive tone. Attendees who have used these services often comment how much it reduced their anxiety and physical strain, which means they’ll be more likely to return next year.
Training Ushers in Assistance Etiquette
Even the most thoughtful accessibility policies can fall flat if front-line staff and volunteers aren’t on board. Ushers, greeters, and volunteers are the face of your festival in the aisles – their actions determine whether guests who need assistance feel respected or frustrated. Training your festival team on disability etiquette and assistance techniques is essential.
Many successful festivals partner with disability advocacy groups to train their staff. In the UK, for example, the charity Attitude is Everything has worked with major events and music festivals to improve accessibility. Glastonbury Festival (albeit a music event) invited the charity Attitude is Everything to deliver a disability equality training session to hundreds of its staff – a partnership that helped Glastonbury earn Gold status on Attitude is Everything’s best-practice charter for live events (glastonburyfestivals.co.uk), a testament to how seriously they take staff education.
What should usher training cover? At minimum:
– Attitude and language: Emphasise friendly, patient service. Train staff to use respectful, people-first language – in other words, avoid outdated terms like “wheelchair-bound” or “handicapped” and instead say “person who uses a wheelchair”. Courtesy and respect go a long way – a warm greeting and eye contact at eye-level if possible can make patrons feel welcome.
– Offering assistance the right way: Staff should never assume someone needs help; they should ask first. A simple “Hi, I’m here to help – is there anything you need or would like assistance with?” empowers the guest. If a person declines help, staff should respect that. If they accept, then follow the person’s cues or instructions. For instance, when guiding a blind or visually impaired attendee, it’s polite to offer your arm rather than suddenly grabbing or pulling them.
– Wheelchair etiquette: Ushers must know not to touch someone’s wheelchair or mobility device without permission – the chair is effectively an extension of that person’s personal space. If moving a wheelchair user (with their consent), staff should be trained on safe handling (like going gently over bumps and being mindful of footrests).
– Assistance during seating: In a cinema or theatre setting, navigating tight aisles can be tricky. Teach ushers how to politely ask other seated patrons to briefly stand or move if needed to let a person through. If someone has a walking aid or crutches, an usher can offer to carry those items to the seat or store them safely nearby.
– Hidden disabilities and sensitivities: Not all disabilities are visible. Staff should be aware that someone who appears able-bodied might still need assistance or special accommodations (for example, a patron with autism or severe anxiety, which we’ll discuss more later). Emphasise patience – if a guest seems confused or slow, give them time and clear information rather than rushing them.
Briefing ushers on these points can happen in pre-festival workshops and quick huddles before each screening. Remind the team that they are creating an inclusive atmosphere. A great strategy is to share success stories: for instance, how a kind usher’s help at Sundance or Berlin film festivals earned glowing feedback from a disabled attendee. Such stories reinforce the positive impact of good assistance etiquette.
Marking Accessible Seats and Holding Them Fairly
When it comes to accessible seating, details matter. Festivals often use various venue types – from vintage theatres to modern multiplexes – so it’s important to map out which seats are best for wheelchair users, those who can’t climb stairs, or others with special requirements. Mark these clearly on your seat maps and ticketing system, and crucially, hold them from general sale until a fair time.
Clearly Marking Accessible Seats:
On digital seat maps or box office charts, label the wheelchair spaces and companion seats with an icon or special colour. For example, Sydney Film Festival’s online booking system shows wheelchair spots as blue circle icons, with on-screen instructions to guide the booking process. By identifying these seats upfront:
– Patrons who need them can find and book the appropriate seats easily (often through a specialized process like calling the box office or using an accessibility code).
– General attendees are discouraged from picking them inadvertently. Ideally, your system can restrict those seats so only eligible customers (or those with an access code) can book them directly.
Holding Seats for Access Needs:
A common practice is to reserve a block of accessible seats and not release them to the general public until necessary. The goal is to prevent a scenario where a wheelchair user finds all wheelchair spaces taken by others. The timing of release is sensitive – you want to give disabled patrons ample opportunity to claim those seats, but you also may need to avoid empty spots in a sold-out show. Different festivals handle this in different ways:
– No release until showtime: Some events hold accessible seats until the very last minute. If no qualified attendee claims them by the time the event starts, they might go empty or be offered to others very close to showtime. This is the most accommodative approach. For instance, Sydney Film Festival explicitly notes that even if a session is marked “Sold Out” online, there may still be wheelchair spaces available, and disabled guests are encouraged to contact the box office to book them (www.sff.org.au). This implies those spots were not sold to the general audience and remain held for anyone who needs them.
– Release after a cutoff date: Other festivals set a fair cutoff – say, one or two weeks before the event – after which any unbooked accessible tickets are opened to general sales. This ensures that by a reasonable time most accessibility requests have come in, yet the event can still fill seats if demand is high. If you choose this approach, be very transparent about it in your policy (e.g., “Wheelchair and accessible seating will be reserved for disabled patrons until March 1. After that, remaining accessible seats may be released for general sale.”). Also, if a disabled guest reaches out after the cutoff and those seats are gone, have a backup plan (like a removable chair in an open area or house seats you can free up) to accommodate them.
Fairness and Flexibility: Striking the right balance is important. Never make disabled attendees feel like they have to race others for seats. At the same time, reasonable release policies can help maximize attendance. Whatever rule you choose, stick to it consistently to avoid confusion. Modern ticketing platforms – for example, Ticket Fairy – can make this easier by allowing festival producers to tag certain seats as “accessible” and control their on-sale status dynamically. Tools like this let you adjust holds in real-time if needed (say, releasing a few seats on show day if unclaimed, or adding more if demand from disabled patrons is higher than expected).
Also consider companion seating: typically, for each wheelchair space, hold the adjacent seat for a companion. Many festivals offer one companion seat free or at a discount for the attendee’s helper. Ensure your seating chart accounts for this, and your ticketing team knows how to allocate the companion ticket when needed.
Offering Aisle Seats and Alleviating Anxiety
Accessibility isn’t only about physical disabilities. Neurodivergent attendees or those with anxiety can face challenges in crowded festival environments and packed theaters. One simple but effective accommodation is offering aisle seats or easy-exit options for anyone who may need to slip out quickly or just wants to feel less confined.
Imagine a film fan who experiences panic attacks or a veteran with PTSD who needs to know they can get outdoors if overwhelmed. Being stuck in the center of a long row might deter them from attending at all. By allowing such guests to request aisle seating (or a seat near an exit door), you show understanding of their needs. In practice:
– If your screenings have reserved seating, allow people to contact the festival accessibility line to ask for an aisle seat for anxiety or medical reasons. Most venues are happy to accommodate this, since it’s just a seating preference swap.
– For general admission venues, train your team at the door to quietly facilitate this. They could save a couple of aisle-end spots for last, specifically for anyone who comes to them with such a request. Alternatively, let the person into the auditorium early to pick a spot on an aisle (this overlaps with the pre-boarding approach).
Beyond seating location, some festivals take extra steps to create a comfortable environment. “Relaxed” or sensory-friendly screenings have become more common at film festivals. These are showings designed for people who might need to move around, make noise, or take a break due to conditions like autism or severe anxiety. Lights are kept slightly up, sound levels turned down a bit, and no one will glare at you for exiting and re-entering. For example, the Virginia Film Festival in the USA holds sensory-friendly film sessions where a quiet area is available outside the theater for anyone feeling overwhelmed, and volunteers are present to support attendees who need a break (virginiafilmfestival.org). This kind of initiative isn’t only for niche audiences – many families without disabilities also appreciate the relaxed atmosphere.
If a full relaxed screening isn’t feasible for your festival, you can still borrow elements of it:
– Re-entry permission: Strict no-reentry policies can be scary for someone with anxiety who just needs a breather. Consider waiving the no-reentry rule for people who indicate that need (you can use a hand stamp or wristband to let them back in).
– Quiet corner or room: If your venue has a lobby or side room, set it up as a calm-down space with some comfortable seating, softer lighting, and maybe water available. This can be a refuge for someone having a panic attack or sensory overload. Make sure staff know about it so they can gently guide people there if needed.
– Communication cues: Sometimes people with social anxiety or sensory issues might hesitate to ask for help in a crowd. Provide discreet ways to communicate needs – perhaps an SMS help number or an app-based support request. Even a small sign at the info desk stating “If you need an aisle seat or other accommodation, please let us know – we’re here to help!” can encourage people to speak up.
Ultimately, the message is to be mindful of mental and emotional comfort. By normalising accommodations like aisle seats for anxious guests, you not only include a wider audience but also demonstrate empathy. Festivals such as the Toronto International Film Festival and BFI London Film Festival have, in recent years, increased their focus on neurodiversity and mental health inclusion, recognising that great cinema can and should be enjoyed by everyone in a stress-free setting.
Publishing and Sticking to Your Accessibility Policies
Creating excellent accessibility measures won’t have much impact if people don’t know about them. That’s why it’s crucial to publish clear accessibility policies – and then consistently stick to them. Transparency builds trust with your audience and even with your own staff.
Start by dedicating a section of your festival website or program guide to accessibility information. Many festivals now publish detailed online guides listing all the available accessibility services and accommodations. The Toronto International Film Festival (TIFF) publishes a multi-year accessibility plan online and invites feedback from attendees, showing a commitment to continual improvement (tiff.net). In India, the Mumbai International Film Festival’s organisers went as far as partnering with an accessibility non-profit to audit and upgrade their venue, and proudly announced these efforts in press releases (pib.gov.in) – setting a public expectation for a higher standard of inclusion.
When formulating your policy, consider including:
– Overview of venue accessibility: Describe physical features (ramps, lifts, wheelchair-accessible toilets, etc.) and how to reach them.
– Seating accommodations: Explain your approach to accessible seating (e.g., “Wheelchair spaces are available in rows A and B and can be reserved by contacting our ticket office. One companion seat per wheelchair user is offered.”). State how long those seats are held or any release deadlines, as discussed earlier.
– Ticketing and assistance info: Outline how someone can request accommodations – whether via an online form, a dedicated email/phone line, or at the venue. Also mention policies like free companion tickets for carers, services like assistive listening devices, and any special programs (like relaxed screenings or captioned performances).
– Staff assistance commitment: Reassure patrons that trained staff or volunteers will be on hand to help. You might include a line such as, “Our ushers have received training in accessibility etiquette and are happy to assist you to your seat or with any needs during the event.” This signals that help is available and staff are prepared.
– Encouragement to share needs: Invite attendees to reach out with their requirements in advance if possible. Provide an email or phone contact for accessibility requests. The tone should be welcoming (e.g., “We encourage you to let us know any specific needs so we can make your experience as enjoyable as possible. Here’s how to contact us…”).
Once your policies are published, honour them rigorously. Consistency is king – if your site promises that ushers will have hearing devices available or that aisle seats can be reserved on request, then every staff member needs to know it and deliver on it. Failing to meet a stated accommodation not only upsets the guest but could also damage your festival’s reputation. On the flip side, sticking to your word builds community loyalty. Patrons with disabilities often network and share feedback; if you become known as a festival that does what it says when it comes to accessibility, word will spread positively.
It’s also wise to keep your policies up to date. Solicit feedback via post-event surveys or an open email channel. Many festivals embrace this by adding a note like, “Have suggestions for how we can improve accessibility? Please let us know.” When new challenges or learnings arise (for example, discovering that holding all wheelchair seats until showtime left too many empties, or conversely that a disabled patron couldn’t get a ticket because a hold was released too soon), be ready to adjust your approach for the next edition – and communicate any changes clearly.
Key Takeaways
- Offer Early Entry: Allow guests who need extra time (due to mobility, age, etc.) to enter venues and get seated before the general audience. This reduces stress and improves safety.
- Train Your Team: Invest in disability etiquette training for ushers, volunteers, and staff. An informed, empathetic front-line team will handle assistance needs respectfully and efficiently.
- Reserve Accessible Seats: Clearly mark wheelchair-accessible and companion seats on your seating plans. Hold these from general sale until a fair cutoff or until showtime, ensuring those who need them have priority access.
- Accommodate Invisible Needs: Provide options like aisle seats for patrons with anxiety or health conditions, and consider relaxed screenings or quiet spaces for those who might get overwhelmed.
- Be Transparent & Consistent: Publish a clear accessibility policy outlining all accommodations and how to request them. Then follow through on everything you’ve promised, building trust and inclusivity into your festival’s brand.
By embedding these practices into festival operations, producers and organisers can create an atmosphere where everyone – from wheelchair users to neurodiverse guests – feels valued and comfortable. The most successful festivals around the world have shown that accessibility in the aisles isn’t just about legal compliance, it’s about community, reputation, and the simple human joy of sharing culture together on equal footing.
15th September 2025