Waterstones BookFest chaos leaves readers frustrated at Piccadilly store
The annual BookFest hosted at Waterstones’ flagship Piccadilly store was expected to be a high point in the literary calendar. But what unfolded instead was something closer to a cautionary tale in event management. The Waterstones BookFest chaos, now widely shared across social media, has prompted criticism from attendees and a public apology from the bookseller, following severe overcrowding and complaints over safety and accessibility.
Images and videos from the event show long queues threading up staircases and out into the street, with little visible structure or crowd direction in place. While some author talks were ticketed, general entry remained open to the public, which left attendees mingling with unsuspecting shoppers and bookshelves partially blocked by crowds waiting for signings. One visitor described the atmosphere as “intensely claustrophobic”; another said it was “impossible to know where to go or who was in charge.”
In an official statement, Waterstones attributed the disruption to an “unexpectedly high turnout,” while assuring that “customer safety was never at risk.” Yet, for some, it wasn’t the risk but the experience itself that mattered. Several accounts describe visibly distressed visitors, including one author reportedly forced to leave due to a panic attack, and another attendee who relies on crutches saying she was knocked over twice while trying to navigate the crowd.
There is no official word yet on how many people attended, but the shop’s five floors and central location suggest a sizeable draw. The event had promoted appearances by a wide range of authors, including names like Rosie Hewlett and A.S. Webb, with readers expecting a curated and manageable environment. According to one report, a number of those queuing were unsure whether they were in the right place for their scheduled signings – indicative of wider communication breakdowns on the day.
While public criticism has been swift, so too has Waterstones’ commitment to address it. In a follow-up statement, the company acknowledged that the crowding “may have caused some of our visitors to feel uncomfortable or distressed,” and promised to “review and learn from this year to deliver much-improved future events.” This aligns with broader guidance on safe event planning in public venues, which places a strong emphasis on managing crowd flow, especially in mixed-use retail spaces.
Events of this scale, particularly in historic city-centre sites, bring with them a specific set of pressures. Publicly accessible buildings that double as cultural venues are often required to meet evolving standards around accessibility and risk management. As highlighted in the Government’s guide to inclusive design for public spaces, there is increasing scrutiny over how well venues anticipate the needs of all visitors, not just the majority.
Despite the Waterstones BookFest chaos, interest in literature and live author events remains high. If anything, the frustration reflects the appetite for these shared cultural moments – an appetite that deserves careful planning and thoughtful execution. Elsewhere across the capital, a number of bookshops and smaller venues are experimenting with ticket-only systems, staggered signings, and clearer access protocols to manage growing demand.
Waterstones, for its part, has said it will use the experience to inform future programming. In the meantime, readers continue to seek out those quieter corners of the city where books, and those who write them, can be enjoyed without the need to queue up three flights of stairs.
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