Nimbus Disability

The Ticket Factory Takes The Lead

The Access Card is integral to the booking system for customers with accessibility needs.

Nimbus Disability case study - The Ticket Factory Takes The Lead

The Ticket Factory Takes The Lead

In today's competitive landscape, businesses are constantly seeking innovative ways to enhance customer experience and satisfaction. The Ticket Factory, a leading UK ticketing company, has embraced this challenge by partnering with Nimbus Disability to implement The Access Card, a groundbreaking solution that seamlessly caters to customers with accessibility needs. This case study delves into the transformative impact of this collaboration and its far-reaching benefits for all stakeholders.


The Ticket Factory, with over three decades of experience in the live events industry, is renowned for its commitment to providing exceptional ticketing services to a diverse customer base. With a portfolio encompassing comedy shows, concerts, sporting events, exhibitions, theatre performances, and visitor attractions, the company sells over 2.5 million tickets annually. As a pioneer in innovation, The Ticket Factory recognized the importance of addressing accessibility concerns and sought a solution to streamline the booking process for customers with disabilities.

Introducing The Access Card

The Access Card, powered by Nimbus Operation System (NOS), emerged as the ideal solution for The Ticket Factory. This innovative card provides customers with a secure and convenient way to verify their accessibility requirements, enabling them to book tickets seamlessly without the need for lengthy and often uncomfortable conversations with customer service representatives.

Transforming Customer Experience

The integration of The Access Card into The Ticket Factory's booking system has revolutionised the customer experience for individuals with disabilities. Mark Porter, Head of Contact Services at The Ticket Factory, aptly describes the impact as "a literal godsend." The solution has eliminated the need for potentially awkward conversations, ensuring that customers can easily access the events they desire.

Partnership for Success

Nimbus Disability has played a pivotal role in The Ticket Factory's success with The Access Card. The company has provided invaluable advice, guidance, and training to ensure that The Ticket Factory's staff is equipped with the knowledge and skills to effectively serve customers with disabilities. This ongoing support has been instrumental in maintaining the highest standards of service.


"Working with Nimbus through The Access Card means that our team do not need to have awkward conversations with customers about their accessibility requirements. Our partnership ensures the right tickets are sold to the right people and that we are able to provide all of our customers with the online service they want. Nimbus Disability provides us with a great deal of advice and guidance as well as practical support. They also continue to provide training and refresher training for our front-line staff around accessibility as well as customer requirements, terminology and acceptable language. Our partnership is a literal god send for everyone involved and I am proud that we are at the forefront of this service for disabled people." - Mark Porter, Head of Contact Services, The Ticket Factory

Benefits for All Stakeholders

The implementation of The Access Card has generated a multitude of benefits for all stakeholders involved. Customers with disabilities have gained the autonomy to manage their ticketing needs independently, fostering a sense of empowerment and inclusion. For The Ticket Factory, the solution has enhanced brand reputation, strengthened customer loyalty, and solidified its position as a leader in accessibility. Additionally, Nimbus Disability has expanded its reach and impact by collaborating with a prominent company in the live events industry.


The Ticket Factory's partnership with Nimbus Disability to implement The Access Card stands as a testament to the power of innovation and collaboration in addressing accessibility concerns. This case study serves as an inspiration to businesses across various sectors, demonstrating that providing inclusive services not only enhances customer satisfaction but also contributes to a more equitable and accessible society.

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