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Visit Scotland | Alba
Article published 25/11/2020

Digital plays a huge role in the visitor experience. Having a firm grasp of how technology can work for you and being able to use it is a powerful way to save precious time, increase efficiency and, all importantly, grow revenue. The majority of people plan and book their holidays online – even more so now with the increased need to book in advance and manage visitor flows in the experience sector.  

Online bookings at Glasgow Life 

The COVID-19 pandemic resulted in the closure of all Glasgow Life venues and visitor attractions. An online booking system was essential in order to reopen attractions and venues. Many venues such as concert halls were already using Tessitura as an availability and booking system. After a thorough search and evaluation process involving assistance from VisitScotland, it was decided that it would be best to take advantage of additional functionality within Tessitura and roll out the platform across all reopening visitor attractions, such as Kelvingrove Art Gallery and Museum.  

Prior to COVID-19, visitors could arrive at any Glasgow Life visitor attraction without a ticket and gain access free of charge. Visitors must now book tickets (still free of charge) online and choose an available two-hour time slot. Test and protect/contact tracing measures are in place and visitors must submit contact details during the booking process. The Tessitura system allows Glasgow Life to send text messages to visitors alerting them of any changes to their visit.  

As it’s a charity, Glasgow Life has added a donation section to the online booking page and has raised money via this option. It has also implemented the following steps to ensure visitor and staff safety: 

  • No large group bookings are possible 

  • A maximum of six visitors can be added to a single booking 

  • The primary ticket holder/booker must attend 

  • Tickets can be released back to the organisation 

At Kelvingrove, all staff members are trained to use Tessitura and similar training sessions are to take place at the Riverside Museum and Gallery of Modern Art.