Eastbourne: Customers furious on 'appalling' Bournefest communication

Bournefest had been due to take place at the Western Lawns on Eastbourne seafront on Saturday, August 29, with organisers reassuring customers the previous day that the event was going ahead.

However, at around 2pm on Saturday, ticket-holders were told the opening had been delayed because of the weather.

Organisers initially said a further assessment would be carried out at 4pm, with the intention of opening the event at 5pm if weather and site conditions allowed.

The festival was eventually postponed, with the public announcement made shortly after 5pm.

Organisers said they were working to secure a replacement date and existing tickets would remain valid.

A poster for Bournefest 2026, which has been postponed (Image: Bournefest)

The handling of the postponement prompted criticism from customers, some of whom said they had travelled for several hours or paid for accommodation after being reassured that the festival would go ahead.

Comments have since been turned off on Bournefest’s Facebook posts relating to the postponement.

Mark Budd described the communication and customer service as “absolutely appalling”.

He said: “I am absolutely furious with how this company has handled the postponement of the festival.

“People have spent a significant amount of money on tickets, travel, accommodation and other arrangements, yet the communication has been completely unacceptable.

“Customers deserve to be informed properly and in a timely manner when an event is postponed. Instead, it feels like people have been left in the dark, with little to no clear information about what is happening or what happens next.”

Martin Adams-Harris said: “We know this isn’t your fault. It’s down to the weather and the health and safety people, and we know you’ve all worked hard.

“But the communication with your customers hasn’t been good enough. People just wanted to be kept updated, and they weren’t.

“People travelled for hours and everyone waited around all day for your decision, when the forecast clearly showed high winds.”

Steve Mattocks said the weather had been forecast for almost a week.

He said: “You reassured us it was going ahead yesterday, and even today. I’ve spoken to people who travelled four hours to be here, only for you to postpone it an hour after your update time.

“I walked for an hour to get here. I’m not happy at all.”

Rob Jarvis described the handling of the situation as a “communication disaster”.

“There are ways to handle these things,” he wrote. “This is not it.”

Jacks Maria Howell said the safety reasoning was understandable but added: “The communication was appalling. People travelled for hours to this event and then faced endless waiting around.”

Kim Natasha added: “This was not handled professionally at all. No one knew what was going on until the last hour before opening.”

However, not everybody criticised Bournefest.

Lois Yasmin Turner expressed sympathy with the organisers, saying: “I know how much stress this was for you while trying to get it on. Fingers crossed for better weather for the next one.”

Donna Blohm added: “You did your best. When the weather doesn’t smile on us, sometimes it’s just not safe to proceed. The safer call is the better call.”

The event was due to take place at the Western Lawns on Eastbourne seafront (Image: Paul Gillett)

In a statement to The Argus, Bournefest said it had relied on advice from its event management and health and safety teams.

A spokesman said: “As soon as we became aware of the developing situation, we announced that the opening would be delayed.

“Shortly after 4pm, following further assessment and consultation with the relevant teams, the decision was made to postpone the event.

“The priority throughout was the safety and welfare of our attendees, as well as our artists and staff.”

The spokesman said the decision was partly influenced by the fatal incident at Big Church Festival at Wiston Park, near Steyning, on Friday, August 28.

A large sign fell at the Christian festival, killing 41-year-old Eastbourne pastor Robert Guanco and injuring six other people.

Bournefest’s spokesman said: “This was particularly important given the tragic events of the previous 24 hours.”

They added: “We look forward to updating everyone with a new date shortly.”