Case Study: Hollywood Pantages Theatre achieves digital trust, reduced ticket fraud and $7M in new revenue with Ticketmaster

How Mobile Ticketing Built Digital Trust Between the Pantages Theatre and Their Patrons

Hollywood Pantages Theatre, a historic Los Angeles Broadway venue, faced widespread ticket fraud and anonymous transfers from paper tickets, which prevented them from knowing who was attending and blocked efforts to personalize the patron experience. To address these challenges the theatre turned to Ticketmaster and its mobile/digital ticketing solution to reduce fraud and capture reliable patron data.

Ticketmaster implemented mobile ticketing—blocking PDF printing and enabling chain-of-custody tracking—so patrons received instant tickets on their phones and entry was seamless. Adoption rose from about 3% in 2014 to 69% in 2019 (96% scanned digitally at the last show), generating 45K new-to-file patrons, 45% subscriber auto-renewal in Feb 2019 that translated to 10K season ticket holders and roughly $7M in additional revenue, while improving box-office customer service and operational efficiency.

Hollywood Pantages Theatre

Jeff Loeb

General Manager