On August 31st this letter was posted to the Fan Expo website and emailed to all subscribers September 2nd. In the wake of angry fans who waited hours to not only get into the show all three days but to re-enter the show on Saturday Hobby Star is attempting to ease tensions with promises of a larger, smoother show next year.
On behalf of the staff of Fan Expo Canada™ I would like to apologize for the lengthy delays and inconvenience experienced by many at Fan Expo Canada™ this past weekend. We were, quite simply, inadequately prepared for the increased crowds in a venue that was neither familiar to us nor not capable of meeting our collective demands. We recognize and have heard from many of you that this was unacceptable and unfair to our loyal fans.
The staff at Fan Expo have been and will continue to read and act upon the concerns communicated by our fans about Fan Expo 2010. In preparation for Fan Expo Canada™ 2011, we have already confirmed a booking of the entire South Metro Toronto Convention Centre. This will be the largest area ever used for our show and its layout is far better suited to the size and nature of our event. We are also committed to the communication of key practices for ticket purchases, show access and other related logistics effectively and well in advance of the 2011 show. In addition, we intend to engage all of the event stakeholders as we work through the planning process including: staff, fans, venue, security, Fire & Emergency Services, Tourism Toronto and the City of Toronto in this process.
We appreciate the continued support of each fan, and are grateful to have fans who are willing to take the time and effort to help improve the “Fan Expo Experience”. Again we sincerely apologize to the fans that were unable to enjoy the full experience of Fan Expo 2010. Please know that we welcome your feedback and suggestions for how we can improve the fan experience. Please forward your comments to us at firstname.lastname@example.org.
Aman Gupta and the Fan Expo Canada Team
President and CEO Hobby Star Marketing, Inc.