Anime Expo 2011
Day 0
I have no idea when the line started forming as I came a bit late (but with lunch/dinner from Mendocino Farms). Finding the parking entrance was a bit tough for Mendocino Farms since there really was no easily seen sign outside saying “PARKING ENTRANCE HERE” for Mendocino Farms. I circled the block two times to figure it out. Fortunately, I only had to make one trip since they were kind enough to put everything in a box for me to carry out. The sandwiches here are very good. Too bad they’re in downtown LA and Marina Del Rey.
The long lines had already formed at LACC. People were starting to get their tickets already when I arrived at 3:30 with the food. Checked in with Tony/Coreen to make sure all the information that was given out last Saturday was still correct. Then started off with line control to answer any questions and hopefully catch people who are in the wrong line. The line was 90+ minutes long. During the time we would be answering questions related to Hatsune Miku (limited quantities being sold, probably no stand by line, pre-order pick up line starts here). Kalafina (sold out, no stand by line, pre-order pick up line starts here), Kurosaki Maon (still selling, pre-order pick up), and Masquerade (still selling, pre-order pick up).
Finally as the sun was about to set, the line was cut off at 8 pm and we finished a little around 9:30 pm with final wrap ups ending at 11 pm.
In the past three years of staffing, I have to say waiting in line probably brings out the worst of people’s personality. Waiting in line in the hot sun make people snap so much faster than if they were in an air conditioned room or even in the shade. You can tell they get easily frustrated, stop thinking rationally and sometimes are rude and obnoxious.
When the line was cut off, I was handling the back of the line. A dad, his son and his son’s group of friends were unhappy about the line being cut off. They started to argue with me going into the program guide saying our hours list closing a 9 pm (not 8 pm). As he kept “discussing” the unfair and stupidity of the cut off line, he started making stupid jokes like the “mis(s)-management” is stupid. He even went so far as calling one of my other staff friends as “Einstein” when as he tried to explain our idiotic policy is. It is frustrating dealing with obstinate bastards like him especially being out in the hot sun. Nonetheless its a learning experience seeing how different people handle this guy.
Day 1
I tend to wake up early. It wasn’t that much harder waking up 30 minutes earlier. I went to pick up Starbucks for Barbie, Peter and Coreen. Traffic was bearable. Normally takes 10-15 minutes without traffic to get to downtown. It took me 30 minutes to get to the LACC. I got in at around 7:30 am and there was a small line already forming. No surprise there! By the time Ticketing opened, Access Control had pushed the line back to the far wall and started wrapping it around back towards the start of the line. I estimated the wait to be about 90 minutes at the moment Ticketing opened.
During the time between when I arrived and when ticketing opened, I would periodically walk out to try and spot the people who did not have badges and those with the “Premier” badges. The Premier badge holders are shuffled off inside to a special line. The ones without the badges I directed towards registration which was “go inside. turn left. there is a hallway to the right escalator. walk down the hall until you come to a large room. look for a registration sign.” I think I said that probably well over 100 times during the course of 4 days at the convention. I also mentioned what we had for sale (limited Miku tickets available, no Kalafina, Kurosaki and Masquerade available).
Anyhow, the red carpet for the guests occurred at 8am. I managed to snag pictures of Kalafina and Kurosaki when they walked up towards LP1. That was awesome. I think most of the people in line didn’t expect the Guest of Honors to walk in that direction. I suppose that can be considered as a bonus for lining up so early. It was a treat for me.
Once the Ticketing booth opened, the line started to move fairly rapidly. It ended being about 120 minute wait for the attendees. We finished processing everyone and had no line by about noon. We had also sold out of the Miku tickets that Crypton allowed to be sold by noon. Unfortunately we also gave out of all the AMV (Anime Music Video) tickets by 2pm. We had a lull that allowed some of us to grab (hot) food from the food trucks. If experience tells us anything, we probably won’t be getting dinner. The rest of the day went by pretty smoothly. It sometimes got busy as people were getting their tickets after bypassing the initial line in the morning. Concert questions, registration questions and other miscellaneous questions were easily handled.
We closed on time but people still asked us questions as we were the only staff department still “open” after hours. Ticketing always takes on the role of info booth as well regardless if we want to or not.
After three years, I still don’t understand why registration closes at 6pm when there are still events being held that start after 6pm? AMV starts at 8pm. Masquerade starts at 8pm. The Miku concert starts at 8pm. Except for Day 0, registration closes at 6pm all the other days. WHY??? It really doesn’t make sense to stop registration when there are still events going on. In all the past three years, I’ve had to tell disappointed parents with their kids that “I’m sorry, registration is closed for the day.” What I think is pretty ironic is, AX bills this year as “Year of the Fan.” But really? Why would registration be closed at 6pm if its “Year of the Fan”? It just doesn't make (economic) sense.
Day 2
Bright and early! As usual there was a line forming again when I arrived at around 7:30am. I had McDonald’s breakfast to start the day. Hash browns were good. Today I felt was going to be an easy day if we got through the morning. Day 2 is the day of the Kalafina and Miku concert. Kalafina was sold out so there would be no standby line. Although with limited released quantities, Miku was also sold out so there would be no standby line.
Word had gotten around that “limited quantities of Miku were sold on Day 0 and Day 1.” As I went out to check on the line before Ticketing opened, the “Are Miku tickets available?” question was on EVERYONE’S mind. I hoped everyone who was in line was able to get it. But I knew we had very limited amount of tickets. I tried not to get their hopes up or at least tell them there still is a possibility they wouldn’t get tickets. I was told later that many people were hugging the Ticketing staff when they found out they could get tickets. I wonder... if we had a bell for every happy Miku customer on Day 2, if we would have worn out the bell.
Day 2 lines were better than Day 0 and Day 1. Ticketing processed the line pretty quickly and by noon there were no more lines. Using the lull, we went to grab lunch at the food trucks again.
I had a break to attend the Kurosaki Maon panel. It turned out there would be an autograph signing at the exhibit hall immediately afterwards. AX this year used a “raffle system” in order to choose lucky winners to get a “priority” autograph. Unfortunately, I don’t think Kurosaki management group had planned to limit the number of autographs so people who managed to get the tickets AND managed to get in line first had quite a few items signed by Kurosaki. Her group also sold the HOTD album, shirts and other items which she would gladly autograph. I managed to get into the standby line right when they cut off any more people from entering. I was happy until management group started saying that she wouldn’t have enough time to sign autographs in the standby line let alone the priority tickets. That was no good. I left pretty sad. It would have been nice to get something.
I got back to Ticketing and shared what happened. Tony said he’d try to see if he could get a priority ticket so I can get something autographed. If he could that be great, but if not, its no big deal. I considered getting anything signed as a cool bonus. But since I love music, having something signed by an artist I listen to would be even more awesome. Later that day, I had a priority ticket.
Staff dinner consisted of three classic dim sum items: honey glazed Chinese BBQ pork bun, shrimp dumplings and pork dumplings. It was warm. Let’s just leave it at that.
Day 3
I think I had cereal in the morning. It was a Sunday and I gambled that not many people would be on the freeway especially at 8am. I arrived and to my surprise there was a small line. Many of the people were in line for Masquerade ticket as well as to ask about a Masquerade and Kurosaki standby lines (both would start 4 hours before their respective concert times).
I helped out a little bit before taking off for the second Kurosaki autograph session. And guess what? She was feeling sick and had to cancel the session. I got back and shared the information. Apparently she wasn’t just sick. It was serious enough that Ticketing was planning for a possible concert cancellation. The Kurosaki management group would determine if “the show must go on.” If she did perform, I hoped there would be no lasting damage.
On side note, the look on one of the new Ticketing staffer was priceless when he heard the news. His jaw dropped in disbelief. It was funny. Too bad no one had a camera to capture the moment.
We temporarily stopped ticket sales and pre-order pick up while Operations figured out the worst case scenario alternatives. It would also give Ticketing some time to plan ahead appropriately for the worst case (full refund). As the time of the Kurosaki concert approached, it appeared that she would sing. A standby line started forming as well for both the Kurosaki concert as well as Masquerade. Some people were in the Masquerade standby line a full 6 hours before it started!
The Kurosaki concert was held at Club Nokia. Being in Ticketing has its perks. I sat in the VIP balcony area. The location alone is pretty awesome considering it was standing room only. The concert itself was pretty awesome. I listened to some of her songs before on the HOTD album. Some songs had a very nice beat and melody. These would be songs that I would probably listen to repeatedly.
After the concert, the Masquerade standby line was pretty long. It wrapped around a few times then wrapped along the outer wall behind the building. Most people were sitting down and were shaded. I don’t know if this line was longer than last years. Last year it was certainly easier seeing all the cosplayers since they were in one long line instead of being wrapped about this year. As 8pm rolled around, we started to hand out tickets. Most people were finally happy to get the free tickets though I should say most of the seats weren’t as good as paid ones. But I guess... “beggars can’t be choosers.”
After that, everyone hung out and started adding each other on Facebook. I got a quick lesson on Touhou project’s Reimu and one of the bosses in the game. I was never good at that game. Too much stuff going on the screen for me. Plus I wouldn’t have the patience to get the pattern and then execute.
SR provided L&L Barbecue. But they forgot the plates and utensils to eat with. ya...wtf
Day 4
Nothing going on the last day. I arrived at the LACC pretty early. I was hoping there Kurosaki would have an autograph sessions since the last two were cancelled. I got inside the exhibit hall which was where the autograph session would take place. The Kurosaki group was starting to put up posters and signs! I managed to be 4th in line. As the line grew longer, the management group stated one autograph per person. If Kurosaki merchandise (CD single, CD album, T-shirt) was purchased, she would autograph the merchandise item as well. I had bought the album on day 2 and was going to have her sign it. But with that announcement, I bought another album. So she signed both CD covers.
After that, I wandered the exhibit hall and bought a few things: 2 cat plushies that look like they can be from Dog Days, 2 Totoro and a “Chii” cat (from the 50+ episodes 5 minute anime shorts) which I gave to my sister. I left at around noon. The 2 Totoros were originally going to be for my car until I saw the 2 cat plushies. Now I’m not sure what to do with the Totoros. I’ll figure it out.
Lessons Learned?
- There are different ways to handle idiots.
- Unfortunately, there was this asshole in line on Day 0. He was unfortunately a parent with his teenage son and friends. He took this “holier than thou” attitude that really pissed me off. He was rude, disrespectful and obnoxious. The worst part of it was that he didn’t want to drop the matter and kept talking about it at any opportunity he could. No amount of compromise is going to reason with them. They will never understand that to get the best service, they should treat people respectfully.
- On the flip side, being part of the staff, we should also be well aware that the attendees are frustrated. On Day 2 a Premier Fan waiting in line remarked that “its amazing that you’re telling different people the same information over and over again. and with a smile.” I consider that a compliment. =] I try to empathize with the attendees. I also know the frustrations as well. But sometimes, we just gotta take a break from all the frustrated attendees who are venting.
- There are still people who think “Ticketing” is to “get into this convention.”
- As much as we try to catch the people without badges, sometimes they still slip through the cracks. This year, I proactively started informing the attendees. This seems to work for the most part. But if they don’t listen or ask questions while waiting in line, I really have no sympathy when they just “wasted hours” in line.
- Most people do not like waiting out in the sun.
- Most people don’t like to wait in general. Many people start to get very nasty and rude. There is not much we can do that doesn’t involve AX spending money. If you don’t want to wait in line, tickets are availble to be purchased too. After all time is money. =]
- As staff, we should definitely empathize with the attendees. It will at least make them feel at ease that we staffers are aware that they are in the hot sun. For the most part, if they see visible progress of the line moving, many people tend to stop complaining and look towards being able to get their tickets.
Improvements/Suggestions for Next Year?
- Registration *has* to be open till at the very least 1 hour after the last main ticketed event starts. It doesn’t even have to be fully staffed. One or two terminals is sufficient enough to process any late stragglers. How hard is that to accomplish when you have 4-8 Ticketing Staffers still manning their booths?
- In the past three years, people who come after 6 pm were usually unable to come earlier due to work, traffic, family obligations, etc. I’ve seen big families that come asking to “get tickets into the convention” only to find out that registration is closed. I never have a satisfactory explanation for them.
- This year I had one guy who wanted to catch the Miku concert. He had just flown in after his flight was delayed and was unable to grab his badge (this was 7pm). Thankfully he managed to get his badge from ProgOps as he relayed his thanks to us the following day.
- Having a “all in one” computer terminal and cash register would greatly reduce any errors and perhaps even speed the line up a little bit.
- Depending on the venue and the musical guests, I propose that there be mini-live concerts held at Club Nokia as well as a 2-3hr long concert at Nokia Theater.. The mini-live would work to whet people’s appetite on the type of music the artists sing which might drive sales for the main concert.
- The mini concerts would all take place on Day 1 at Club Nokia.
- Standing room only should be sold at half the cost of the VIP lounge/seated area. Of course since there is a limited capacity at Club Nokia, I think it may sell out pretty fast depending on the artist.
- If we did something like this for Kalafina this year, both venues would most likely have sold out. People were still interested in Kalafina tickets despite knowing it was sold out.
- Many times people wait for the standby line because they do not know if they like the artists. Its is usually unfortunate that they are unable to listen to more of the artist.
- Many people waited in line for the Kurosaki Maon becuase they were unsure about her music. Granted she only recently became a start due to High School of the Dead EDs, but I think her performance at Club Nokia was spectacular and would probably have drawn more interest. Remember she had a mini-live on Day 1 at 11pm. At her panel on Day 2, apparently quite alot of people showed up and it seems even more people showed more interest on buying her concert tickets on Day 2 and Day 3 especially since Miku and Kalafina were sold out.
- The assumption is that there is enough of a fan base who knows the artist and are willing to spend money to listen to them not once but twice.
- Having an LED sign that lists our tickets and availabilities would be nice. This is similar to the type of signs you see at the movie theaters whre they list show times and availability.
