When trying to purchase tickets for a popular event on Ticketmaster, you may find yourself waiting in a virtual “queue” before you can access tickets. This queue system is in place to manage the high volume of traffic to the website and try to give everyone a fair chance at getting tickets.
The Queue System
The queue system is activated when a large number of people are trying to access Ticketmaster at the same time, usually right when tickets go on sale. This helps control traffic to the website and prevents it from crashing due to too many requests at once.
As soon as you attempt to access Ticketmaster to buy tickets, you will be assigned a place in the virtual waiting line. This spot is determined by when you join the queue. The earlier you get in line, the better your place will be compared to others trying to buy tickets.
Your place may change over time as other people join the queue or leave. Ticketmaster does not use a simple “first come, first served” queue. Instead, it uses an algorithm that takes into account various factors to determine queue placement.
Factors That Determine Your Place
Ticketmaster considers several factors when assigning places in the virtual queue:
- When you join – Earlier is better
- Randomization – Some degree of randomness helps prevent bots
- Number of tickets requested – People requesting more tickets may be moved back
- Browser/device – Checks for suspicious bot activity
- Location – Closer location may get priority
- Loyalty programs – Fan club members may get boost
- Past purchase history – Frequent buyers may get a boost
While Ticketmaster does not publicly share the full details of its queue algorithm, analyzing these factors can give some insight into what affects your place:
Join Time
The earlier you join the queue, the better off you will be compared to people who join later. This gives some advantage to dedicated fans who know when tickets are going on sale and are ready to hop in line right away.
However, simply joining first does not guarantee you will stay first in line. Other factors beyond your control also go into the algorithm.
Randomization
Ticketmaster adds an element of randomness to shuffle people around in the queue. This is likely done to prevent ticket brokers from easily gaming the system.
By randomly changing orders, it makes it harder for bots to lock in prime positions early and scoop up tickets.
Number of Tickets
The number of tickets you are requesting can affect your place. If you are seeking a large quantity of tickets, you may get pushed further back in the queue.
This throttles aggressive bulk buyers so that more individual fans have a chance at getting some tickets.
Browser and Device
Ticketmaster may analyze the browser and device you use to join the queue to detect suspicious bot activity and prevent scalping.
Using an unknown or suspicious browser/device could trigger extra scrutiny and cause your account to lose priority.
Location
For events that have tickets reserved for local sales, your geographic location can play a role. Fans connecting from an IP address near the event may get priority over distant buyers.
However, for most events, location likely does not have a major influence on queue order.
Loyalty Programs
If an event has an official fan club or artist presale, then loyal members may get preferential treatment. Fan club members could get earlier access or have a separate queue.
Past Purchase History
Frequent Ticketmaster customers who have purchased tickets to many events on the platform in the past may get some advantage. This rewards loyal customers.
However, the exact benefit of purchase history is unclear and may only provide a minor boost relative to other factors.
Getting the Best Spot
While the full queue algorithm is proprietary, fans can take some steps to optimize their place in line and chances of getting tickets:
- Join the queue the instant tickets go on sale – Don’t hesitate!
- Use a desktop/laptop over mobile when possible
- Make sure cookies are enabled in your browser
- Don’t open multiple windows – Use one queue per browser
- Be logged into your Ticketmaster account
- Only request tickets you intend to buy – Don’t inflate numbers
Ultimately, a lot comes down to luck of the draw. But following best practices around timing, devices, and account management can help boost your odds of getting through the queue system successfully.
The Waiting Experience
Once you are assigned a preliminary spot in line, you may have to wait awhile before your turn comes up. The size and speed of the queue can vary greatly depending on the event popularity and site traffic.
On your queue screen, Ticketmaster will display an estimated wait time so you have some idea of how long until you reach the front. This estimate tends to fluctuate and may not be 100% accurate.
Tip: If you need to step away temporarily while waiting in the queue, do not close your browser! Keep the queue open in the background to hold your spot.
To help entertain fans in line, Ticketmaster sometimes brings in audio streams from the performing artist or videos from past concerts. This content is overlaid on the queue screen.
You will also see periodic updates of your place in line and may need to take an extra step to confirm you are still waiting. If you do not confirm, you could lose your spot.
Reaching the Front
Once it is finally your turn at the front, Ticketmaster will redirect you to the ticket purchasing screen. But the race is still not over!
You will have a short window of time, usually around 5 minutes, to look through available tickets and make your purchases before the seats are released back to the general pool.
Work quickly but carefully to find your desired tickets and checkout. Keep in mind that other users who entered the queue after you are still progressing, so time is limited.
If tickets sell out before you complete checkout, you may get another brief opportunity if a fan releases tickets from their cart. So it helps to stay persistent.
Alternative Sales Options
In addition to the standard online queue through Ticketmaster, there are sometimes other ways to purchase tickets:
Presales
Many events offer special presales for fan club members, credit card holders, Spotify listeners, etc. These presales occur before the general public on-sale time.
Presales typically have a separate queue or allotment of tickets reserved. This spreads out demand and gives fans multiple chances.
Retailer Presales
Tickets may be offered through retailer partners like Walmart and local stores. Retailers use the same Ticketmaster platform but may follow different queue protocols.
VIP Packages
Some events have high-end ticket bundles with perks like premium seats, exclusive merch, and meet-and-greets. These are sold separately from standard tickets.
Fan-to-Fan Resale
If initial sales sell out quickly, check Ticketmaster’s fan resale marketplace. Seasoned buyers will often resell extra tickets here at market value.
Box Office
A limited number of tickets are sometimes held for in-person sales at the event venue box office on the day of the show.
Is the Queue System Fair?
The Ticketmaster queue system receives its share of complaints from frustrated fans unable to get tickets. Some common concerns include:
- Bots snatching up tickets before real fans.
- Scalpers exploiting the system.
- Lack of transparency around how the queue operates.
- Limitations of two-ticket maximum per person.
- Difficulty competing against aggressive bulk buyers.
However, Ticketmaster argues that queues are the most equitable system for high demand on-sales. The alternative would be a pure first come/first served model which favors whoever has the fastest internet speeds and most automated tools.
By randomizing and throttling queue placement, Ticketmaster believes more real fans get a fair shot, especially when best practices are followed.
But there is certainly still room for improvement. More transparency into how queues operate and limiting bulk sales would improve experiences.
The Future of Queues
As demand for live events continues to grow, queue systems will remain an important part of Ticketmaster’s traffic management strategy.
Some ways the queue experience could evolve include:
- More interactive waiting room environments
- Tiered queues based on fan club status
- VIP queues for a paid upgrade
- Expanded ticket allotments for fan club presales
- Tightened restrictions against scalpers/brokers
Ticketmaster will likely continue using queue technology but refine its rules and practices to combat bots and prioritize real supporters.
Conclusion
Navigating Ticketmaster’s virtual queue system requires patience, persistence, and a little luck. Joining right when tickets go on sale, limiting your group size, and using best practices around devices and browsers can help boost your spot in line.
While not perfect, Ticketmaster’s queue algorithm strives to give the most passionate fans a fair shot at getting seats through randomized placement and bot detection. Queues are arguably better than a pure first come/first served model.
With continued high demand expected for live events, queue systems will remain a fixture of the Ticketmaster purchasing process. Fans may not love them, but when used properly, queues can provide the most equitable platform for giving everyone an opportunity to get tickets.