Anne M. Vantine, president of IATSE Local 868 and a recent retiree after more than 27 years at the Kennedy Center box office, responded critically to remarks made by Rick Canny, the new artistic director for the Kennedy Center’s programming. Vantine took issue with Canny’s suggestion that ticketing functions could be effectively replaced by kiosks or automated systems.

In a letter to the editor dated October 21, Vantine emphasized the value of the Kennedy Center’s box office staff, arguing that ticketing professionals provide essential services beyond simply selling tickets. She highlighted their role in assisting patrons with specific inquiries, such as identifying optimal seating locations for different types of performances within the Opera House and the Concert Hall. According to Vantine, these personalized services cannot be replicated by automated kiosks or computer systems.

Vantine further stressed the dedication and professionalism of the box office staff, noting that many have committed decades to the Kennedy Center and work irregular hours including nights, weekends, and holidays. She described these employees as integral to the overall live event experience, on par with musicians, actors, and technical crews responsible for performances.

The union leader also underscored the importance of the box office team’s institutional knowledge, which she said contributes to sustaining the Kennedy Center’s tradition of excellence and can support its continued success. Vantine characterized the staff’s work ethic as guided by a combination of expertise, ethics, and a positive attitude.

The letter reflects broader debates within the arts and entertainment industries about the role of automation in customer service roles and the preservation of human interaction in live event experiences. As the Kennedy Center adapts under new artistic leadership, the place of traditional ticketing staff remains a point of contention among longtime employees and management.