Virtual Queues vs. Timed Ticketing: Which One is Right for Your Event?

Less waiting = more fun. When we arrive at an event, the last thing we want to do is stand in a long line, or worse: multiple long lines. We want to get right to the fun stuff!

The success of any event hinges not just on the quality of the main attraction, but on the overall experience from arrival to departure. When your guests have to wait in a long line, it can lead to frustration, missed opportunities, and an overall negative impression of what should have been a memorable occasion.

There are two key strategies event organizers like you can use to reduce wait times, improve crowd control, and create better guest experiences: virtual queues and timed ticketing. They both cut down on lines, but in very different ways. Which one is right for your event? Let’s break it down. 

What is a Virtual Queue?

A virtual queue is a digital system that allows people to reserve their place in line for a service, event, or attraction without physically standing in line. Instead, participants join the queue through an app, website, kiosk, or other digital platform and are notified when it’s their turn. This system enhances customer convenience, reduces physical crowding, and often improves the overall experience.

What is Timed Ticketing?

Timed ticketing is a system where visitors purchase tickets for a specific date and time slot to enter a venue or event. Instead of having open admission throughout the day, timed ticketing divides the day into smaller, bookable intervals. 

How Do Virtual Queues Work?

Think of a virtual queue like a digital placeholder: instead of physically standing in line, guests hold their place virtually, so they can enjoy other areas of your venue. 

In a nutshell, here is the process guests use when waiting in a virtual queue:

1. Join the Queue: Guests use a mobile app, QR code, or kiosk to enter the virtual queue. They may provide basic information like their name, number of people in their group, or contact details. With Passage, you’re able to check guests in when they arrive, or allow them to check in themselves from their mobile device by scanning a QR code. 

2. Wait Anywhere: Instead of standing in line, guests can explore the surrounding area, enjoy other activities, or relax while their position in the queue is held.

3. Notifications: Guests receive updates or alerts when their turn is approaching, such as a text message, push notification, or screen update.

4. Access the Event: Once it’s their turn, they proceed to the designated location to enter your venue.

How Does Timed Ticketing Work?

Think of it like this: instead of just selling general admission tickets that let people arrive anytime within your event's hours, timed ticketing allows you to sell tickets for specific entry times. So, a customer might buy a ticket for the "10:00 AM - 10:30 AM" slot, meaning they should aim to arrive during that window.

Here's how it generally works:

1. Time Slot Availability: Time slots can vary in duration: 15 minutes, 30 minutes, 1 hour, etc. You decide how many guests you want to admit at any one time. 

2. Ticket Purchase: During the purchase process, customers select the date and the specific time slot they wish to visit. If you’re using Passage to sell tickets, customers will see the availability for each time slot, and once a slot's capacity is reached, it will no longer be available for booking.

3. Entry to the Venue: On the day of their visit, ticket holders are expected to arrive during their chosen time slot. Upon arrival, visitors present their timed tickets (either printed or digital) for verification and entry.

Some events have a grace period (e.g., a 15-30 minute window after the start of the time slot) for entry. It’s up to you if you want to allow guests to enter before or after their scheduled arrival, but having some wiggle room to allow for unforeseen circumstances (e.g. traffic) can help eliminate some rebooking headaches and make for happier guests overall.

If a guest arrives significantly late, you might decide they can still enter but only if capacity permits.

Virtual Queues vs. Timed Ticketing: Which One Should I Use?

To make the best decision for your event, ask yourself these questions:

• What are the biggest potential bottlenecks or areas of congestion at my event? Is it getting in, or specific things to do once inside?

• How important is it to strictly control the number of people entering at a given time? Are there safety or capacity regulations I need to adhere to?

• What kind of experience do I want to provide for my attendees? Do I want a smooth, staggered entry, or the freedom to explore and wait virtually for popular things?

• What data would be most valuable for me to collect? Arrival patterns or popularity of specific activities?

When Should I Use Timed Ticketing?

Timed Ticketing works best when:

• You need to strictly control the number of people entering at specific times. This is crucial for managing capacity limits in enclosed spaces like museums, galleries, or specific areas within a larger event.

• You want to minimize large surges of attendees at the entrance. Timed entry helps create a more consistent flow of arrivals, reducing bottlenecks and wait times for initial entry.

• You want to optimize staffing levels based on predictable arrival patterns. Knowing how many people to expect at different times allows for more efficient staff scheduling.

• You have specific time-sensitive experiences or activities. For example, timed slots for tours, demonstrations, or limited-capacity shows ensure fair access and prevent overcrowding.

• You want to encourage attendance during off-peak hours. You can potentially offer different pricing tiers for different time slots to incentivize less popular times.

• Your event has a natural flow or progression that benefits from staggered arrivals. This might be the case for events with sequential exhibits or activities.

When Should I Use a Virtual Queue?

Virtual queues work best when:

• Attendees can arrive at any time during your event's operating hours, but you need to manage lines for specific popular attractions or activities within the event. Think of a theme park with a few must-do rides or a festival with a very popular meet-and-greet.

• You want to improve the attendee experience by allowing them to explore other parts of the event instead of physically waiting in line. This keeps them engaged and potentially spending money at vendors or other attractions.

• The wait time for an activity can be unpredictable. A virtual queue can provide real-time updates and allow attendees to plan their time accordingly.

• You want to collect data on the popularity of different activities and peak waiting times. This information can be valuable for future event planning.

• You want to offer a more flexible experience for attendees who might not be able to adhere to a strict arrival time. They can join a queue when they're ready, within your event's operating hours.

• You want to manage access to limited-capacity areas or experiences on a more dynamic, as-needed basis.

Can I Use Both?

Technically, yes. But in most cases, you don’t need to. Adding a virtual queue on top of timed tickets can overcomplicate things for your guests. 

However, there are some cases where both a timed ticket and a virtual queue make sense! For example, if you have multiple attractions at your venue that tend to have long wait times. Giving your guests the option to arrive within a specific time window then jump in a virtual queue for an attraction while they enjoy the midway or grab concessions might make for a more enjoyable visit. 

Final Thoughts

Timed ticketing and virtual queues are both great ways to reduce wait times, improve crowd flow, and increase guest satisfaction at your event. If you’re using Passage as your ticketing provider, both features are completely free for you to use as much as you like. And they can both be set up in minutes. 

Need a hand creating timed tickets or a virtual queue for your next event? We’d love to help! Schedule a call with an event expert at Passage - we’ll even set it all up for you.