Waterbomb HK organisers apologise again over luggage storage issues

Organisers of the Waterbomb Hong Kong music festival, which was staged over the past weekend, have apologised again after attendees reported queues chaos and delayed start. 

According to its statement posted on Instagram, the organisers of the festival, including WATERBOMB HK, 北京亦通亦和⽂化傳媒 and ECHO HK, said they have committed to thoroughly reviewing the event planning and humbly reflecting on areas that need improvement.

Don’t miss: Waterbomb HK slammed for queues chaos: How can organisers better manage audiences' expectations?

Regarding the delayed entry for attendees, the organisers said the event was originally scheduled to open for entry at 1 pm and start at 2 pm on 1 June. However, due to the typhoon and unstable weather conditions, some facilities were severely damaged, and persistent heavy rain led to uncleared waterlogging in the venue. The organisers immediately carried out emergency repairs. 

“We were closely monitoring the weather conditions and promptly took remedial actions and deployed staff to manage the situation. We deeply apologise for the chaos and the long waiting time experienced by the attendees,” the statement read.

Explaining the queues chaos

As for the luggage storage issues, the organisers said due to the inability to effectively clear accumulated water from the rain, the luggage storage tents had to be reduced to half their original capacity.

“The reduced storage space, coupled with some luggage tags being damaged by the rain, led to a situation where some attendees were unable to retrieve their personal belongings promptly when the event ended. We acknowledge that our handling of this was inadequate, and we sincerely apologise to the affected public,” the statement added.

The organisers have arranged for attendees to collect uncollected items the day after the event. Meanwhile, the remaining unclaimed items will be stored for a week before being handed over to the Yau Ma Tei Police Station.

Following the first-day chaos, the organisers said they immediately reviewed and improved the event on the second day. As part of the amendment, they opened doors on time at 1 pm and started the performance at 1:30 pm under favourable weather conditions; suspended luggage storage and provided waterproof bags; and deployed more staff to maintain order and enhance the experience.

On the other hand, the organisers said this is an independent commercial event that aims to bring an international music festival to Hong Kong, it has not received any government funding or subsidies.

Reactions from authorities

Speaking during a media briefing at the opening ceremony of Hong Kong Tourism Board’s (HKTB) new hospitality campaign on 3 June, secretary for culture, sports and tourism Kevin Yeung admitted the festival did have some flaws in terms of execution.

Despite HKTB assisting with the promotion of the event, the actual operation and management of the event were the sole responsibility of the organiser, Yeung said.

“This incident happened in Hong Kong, and we do not want a single event to create a wrong impression that all major events in Hong Kong are poorly executed,” he added. 

Yeung emphasised that the government provided guidance and requirements to the organisers, asking them to be well-prepared, including having contingency plans for emergencies. 

Yeung said the government reminded and will continue to remind all event organisers that the weather in Hong Kong can fluctuate significantly from May to October. “They should be more cautious, have more thorough preparations, and have contingency plans when hosting outdoor activities. They should also consider the measures for handling emergencies and contingencies.”

When asked whether the government will involve more thorough oversight of event operational details for the HKTB’s hospitality campaign after the weekend music festival chaos, Yeung said the attendees are considered guests by the organisers, and providing quality service that makes the guests feel valued is important, not only for the event's success, but also for Hong Kong's reputation.

The HKTB will launch a three-phase hospitality campaign to promote Hong Kong’s hospitality culture, featuring local stars such as Louis Koo (古天樂) and Stephy Tang (鄧麗欣). 

Themed “Let’s go the extra mile” (做多一步 好客之道), the campaign will cover F&B, retail and transport sectors. It will include a new TV promotion that casts Koo, Tang, as well as actors such as Jessica Hsuan (宣萱), Tony Wu (胡子彤) and Hins Ng (吳肇軒).

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