Refund request San Diego comic con Malaga

Dear Sir/Madam, We refer to the complaint you submitted during the San Diego Comic-Con Málaga event, which took place from September 25 to 28. First of all, we would like to express our sincere gratitude to all attendees who joined us for the first edition of San Diego Comic-Con Málaga. This has been a project created with great love and care, and it has taken several years of preparation. We are honored by the large number of passionate fans who attended. Most importantly, we want to thank you for your honest feedback about the areas where we fell short and what we need to do to improve. We have not only heard your frustrations but have taken them very seriously. We are already working actively and diligently to ensure that the issues encountered will not happen again in future editions. When we set out to bring the original spirit of community and self-expression from San Diego Comic-Con to Málaga, we aimed to make it a source of local pride. We are grateful for the trust and support you’ve given us, and we do not take it lightly. The fans are the heart and soul of this event and the reason we do what we do. Although the overall feedback has been very positive, there were incidents that affected the attendee experience. We acknowledge that, in some cases, the user experience was not as satisfactory as it should have been, or as we had hoped to provide. This led to complaints that we have carefully reviewed and would now like to respond to. We do so with full transparency and openness, sharing both the reasons behind the issues raised and the commitments we are implementing to improve future editions. The lessons learned from this first edition, along with your feedback, will help us grow. CAPACITY, ACCESS TO VENUE AND ACTIVITIES The venue hosting San Diego Comic-Con had a maximum authorized capacity of 30,000 people per day—a number we deliberately never reached for safety reasons. The number of tickets sold (24,000 per day), together with all personnel involved in the event (exhibitors, organizers, installers, artists, etc.), never exceeded the authorized limit. However, we are aware that the queues—although common in large-scale events—were longer than desired, especially on Saturday, September 27. Combined with the high temperatures, this was the main cause of complaints among attendees. Although the overall venue capacity was not exceeded at any point, each individual area within the event had a specific capacity that had to be respected to comply with current regulations and to ensure visitor safety. From the first day of the convention (Thursday, September 25), the main attraction was concentrated in Pavilion 1 (known as the “Exhibitor Hall”), leading to an uneven distribution of attendees and causing the lines and waiting times we had hoped to avoid. Crowds were large from the very start of the day. This uneven distribution forced us to adopt a dynamic safety strategy in accordance with regulations. The maximum allowed capacity for the Exhibitor Hall and Hall M was 12,500 people at a time. To prevent reaching that limit, we increased security personnel to reinforce control and access points. This slowed down entry into the venue. Our priority was always to facilitate access while ensuring the safety of our visitors. We chose not to exceed 10,900 simultaneous visitors out of caution. We sincerely regret the inconvenience caused by queues and waiting times, but safety always came first. The queues at the Exhibitor Hall, the FYCMA lobby, and the first patio entrance area (called “Hall S”) unfortunately caused some attendees with reservations in the main auditoriums (1, 2, and Hall M) to experience difficulty entering and missing scheduled activities. Although reservations did not guarantee access to activities, we regret that you were unable to enjoy the experience as intended. All decisions made by security services and event organizers were aimed at avoiding unnecessary and dangerous overcrowding inside the venue and at complying with area capacity regulations. We understand these necessary measures may have caused discomfort and frustration, and we sincerely apologize. For the next edition, we are committed to: Increasing the entertainment space at San Diego Comic-Con Málaga. Distributing activities and content offerings more evenly to ensure a better user experience and smoother visitor flow across different areas. Enriching the experience with a greater quantity and variety of content to avoid concentration in specific spaces. Creating a large content area for children, expanding the family entertainment offering. Installing shaded areas and tents at entry points and food zones, so ouoor wait times—common in events of this scale—are protected from sun and weather. Increasing control and security personnel during peak hours. Setting up free water points in waiting areas to meet attendee demand. OUTSIDE FOOD AND DRINK POLICY We acknowledge that the initial decision to restrict outside food and drink caused dissatisfaction, and we fully understand the complaints received. Therefore, as soon as we became aware of the issue, we immediately modified the entry policy: from the second day onward, attendees were allowed to bring water and food into the venue. We have learned from this situation and, moving forward, we commit to: Improving food service protocols. Creating a more diverse food offering in terms of products and pricing, including options for people with dietary restrictions. Installing shaded areas in food service waiting zones. Expanding hydration points within the venue. ACTIVITY INFORMATION AND COMMUNICATION Regarding complaints about the lack of information about event activities, the official program was always available on the website and updated in real time. Venue closing hours for each area were also clearly posted online. However, some special activities (signings, presentations, performances…) were not listed in the official agenda to preserve the surprise element—a core part of the San Diego Comic-Con experience since its beginnings. This strategy is intentional and designed to create moments of spontaneity and excitement, not to withhold information. That said, we recognize that some fans felt there was insufficient information and requested more on-site assistance from staff. We have taken note of all the complaints and suggestions in order to improve both communication and staff presence during activities. Therefore, for the 2026 edition, we commit to: Significantly increasing the presence of staff and volunteers to assist attendees. Enhancing live communication channels (screens, app, announcements). Improving physical signage within the venue. ACCESS FOR PEOPLE WITH REDUCED MOBILITY The venue included dedicated access points to ensure mobility for people with disabilities or reduced mobility. While these worked well in most auditoriums, we are aware of difficulties in Pavilion 1, where open flow traffic complicated control. Our commitment is to reinforce signage and staff assistance to ensure that no fan with special needs encounters barriers during their experience. CONCLUSION COMMITMENT We want to once again thank all the fans who made the first edition of San Diego Comic-Con Málaga a landmark event in European pop culture. Since its founding in 1969, San Diego Comic-Con has brought together fans, legendary comic artists, filmmakers, television creators, animators, video game developers, and content creators to celebrate entertainment. From the San Diego Comic-Con Málaga organizing team, we poured our hearts, efforts, and resources into living up to the expectations of the fans—who are the true driving force behind this event. We acknowledge every complaint and suggestion received, and we are deeply grateful for the understanding and civility with which you’ve responded to the challenges of this first edition. We are fully aware that there is significant room for improvement, and your voice helps us grow. The welcome we received from fans and your critical spirit drives us to build a better event: with more space, greater comfort, and a smoother experience for all visitors. We are already working to create a more exciting edition for 2026. With the support of the fans, major studios, top creative talent, beloved brands, and the stars we all admire, we aim to make San Diego Comic-Con Málaga an unforget experience, a source of pride for the city, and a key meeting point for global entertainment in Andalusia. From the bottom of our hearts, thank you to the fans—for your passion, your patience, and your kindness. Thank you for your feedback and continued support. And thank you for your criticisms and suggestions. Our commitment is to always listen and strive to improve. We will repay your trust with an unforget experience. Sincerely, San Diego Comic-Con Málaga Organization (Please note that we will not proceed with any financial compensation or refund of ticket costs. Likewise, we inform you that our company does not agree to submit to consumer arbitration to resolve this matter. However, you may submit your complaint to your local Municipal Consumer Office, your Autonomous Community’s consumer service, or any other relevant authority of your choice.) www.sandiegocomicconmalaga.com Instagram X ____________ The information contained in this email is confidential and intended solely for the use of the named recipient. If you are not the intended recipient, any disclosure, distribution, or copying of this message is strictly prohibited. If you have received this email in error, please notify us immediately by replying toinfo@sandiegocomicconmalaga.com.COSMIC LEGENDS PRODUCTIONS, S.L., as the data controller, will process your data to respond to your inquiry. You can exercise your rights and find more information about how we handle personal data in our Policy. ____________ La información contenida en este correo electrónico es confidencial y está dirigida exclusivamente al destinatario indicado. Si usted no es el destinatario previsto, queda estrictamente prohibida cualquier divulgación, distribución o copia de este mensaje. Si ha recibido este correo por error, le rogamos que nos lo comunique inmediatamente respondiendo ainfo@sandiegocomicconmalaga.com.COSMIC LEGENDS PRODUCTIONS, S.L. como responsable del tratamiento, tratará tus datos para atender a tu solicitud. Puedes ejercer tus derechos y consultar más información sobre cómo tratamos sus datos personales en nuestraPolítica de . ____________ El lun, 29 sept 2025 a las 16:30, reclamar@ocu.org escribió: ‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌