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Many people find live music to be a memorable, emotional experience and a chance to connect, celebrate, and feel part of something bigger. Vanessa, a 23-year-old pop music fan, believes concerts are a fantastic opportunity for inclusion.

Vanessa has been a client of Vision Australia since she was ten 10, having been legally blind from birth due to a rare genetic condition called Leber’s congenital amaurosis. Her vision allows her to navigate familiar environments during the day, but she encounters barriers at night or in unfamiliar places.

Vanessa’s love for live music remains strong because she is a big fan of artists like Harry Styles, Ed Sheeran, and Lewis Capaldi.

Despite this, Vanessa admits there are some hurdles to accessibility in the concert experience. One of the initial challenges is just purchasing tickets.

“Purchasing tickets is difficult. The Companion Card system has caused me to miss out on tickets during busy periods. Remaining tickets are usually for accessible seating options, which are often located far from the stage, making you feel disconnected from the atmosphere,” Vanessa said.

Vanessa goes to gigs with her mum, who also loves pop music. She prefers smaller venues like Sydney’s Hordern Pavilion. After buying her tickets, she lets the venue know about her low vision, and staff help her through the “Meet and Assist” service, allowing her to enter early and safely on the night.

But when it comes to larger venues like Accor Stadium in Sydney, her experiences have been much less accessible. She also tried to get the same service at the Harry Styles concert in 2023 but was unsuccessful.

“I was told help was not possible. After calling again and speaking to another staff member, they said that didn’t sound right. The lady encouraged me to arrive early and ask for assistance from event staff on the day.

“However, on the day of the event, I was met by the same staff member from the first call, who not only refused to help but also yelled at me and my mum, claiming management was not allowed to assist.”

Vanessa endured an exhausting hour-long ordeal and was placed in a wheelchair, despite not needing one. Event staff only escorted her inside after the general admission area became full, leaving her stuck at the back, far from the stage; disappointing for someone who had looked forward to the event for months.

That experience was so disappointing that she stayed away from concerts for a while.

Vanessa believes there are straightforward yet meaningful ways to improve accessibility at concerts.

“Accessible seating should be positioned closer to the stage. It would be beneficial to have early access to tickets for popular shows. More training for staff is crucial. That way, the responsibility isn’t solely on people with low vision.

“Music and concerts should be a universal experience.”