Ticketing System Issues

[Judio1999]

From an E Mail From Jon Varney

During the last year we have required our ticketing system to do several things we didn’t envisage it having to do and it coped well, but there are also several areas where we need to find improvements

1 Sell Tickets !!!

 

[Judio1999]

More from the E Mail

By and large the ticketing system helped deliver the successful migration of Season Tickets Holders from Griffin Park to the new stadium, freezing Season Ticket Holders’ seats and providing refunds to those that requested them. Through the ticketing system we have also been managing games that have had Covid restrictions placed upon them and managed to bring together groups of fans in a socially distanced way allowing friends and family to sit together. We know the current ticketing system is still far from perfect and appreciate that the ticketing system at times can be ‘clunky’ and difficult to use. Our ticketing provider is aware of our concerns and frustrations, and we are working with them to make sure we continually improve and simplify the ticket purchasing process. We have a further meeting with them this week considering recent challenges and have several items that we are working to resolve, this is a top priority for our Technology and Ticketing teams. We apologise for any issues you have faced, and we will do all that we can to improve.

As part of our Technology improvements, we are also on a digital transformation journey and have decided to break away from EFL Digital. This will allow us to manage our website and provide better services to our fans. This will include but not be limited to a much better user experience when purchasing tickets and managing friends and family. Contractually, we must give one year’s notice to exit the EFL arrangements (notice was served soon after promotion), therefore this will take a year to complete. We are committed to working with our fan groups on this digital transformation journey and are looking to make significant improvements ready for the 22/23 season.

 

[Banana]

The second paragraph is nothing to do with the ticketing system

 

[hobbsy]

The second paragraph is nothing to do with the ticketing system

I wonder if they are planning some integration or common credentials between systems?

Or even iframing the ticketing system in the new website

 

[Banana]

I wonder if they are planning some integration or common credentials between systems?

Or even iframing the ticketing system in the new website

iFrame? Didn't that go out with the ark?

 

[hobbsy]

iFrame? Didn't that go out with the ark?

Indeed

 

[nanny58]

S o can someone shed some light on how to get a job in the ticket office there shut all day weds and low and behold they were closed today .no explanation no note on door how do they expect you to buy tickets for West Ham and Valencia let alone away Crystal Palace can someone from the club issue some information or fruit boy or hobby ????

 

[Silly Hat]

S o can someone shed some light on how to get a job in the ticket office there shut all day weds and low and behold they were closed today .no explanation no note on door how do they expect you to buy tickets for West Ham and Valencia let alone away Crystal Palace can someone from the club issue some information or fruit boy or hobby ????

All the ticket office staff have been hand-stencilling the castle badge onto the back of every seat at the stadium this week, that’s why they’ve been shut. There was an announcement about this on the club website on Monday I think.

 

[nanny58]

Just read the email from the ceo no mention of ticket office closed for two days ? Now I’ve frozen my season ticket ticket so how do I purchase West Ham Valencia and crystal palace tickets don’t say phone instead because that just keeps you waiting then cuts you of ffs

 

[Banana]

Just read the email from the ceo no mention of ticket office closed for two days ? Now I’ve frozen my season ticket ticket so how do I purchase West Ham Valencia and crystal palace tickets don’t say phone instead because that just keeps you waiting then cuts you of ffs

How did you freeze your ST? Are you not going this season?

 

[nanny58]

How did you freeze your ST? Are you not going this season?Just for you last season keep up please

 

[Ace Face]

I bought 8 tickets for the Women's Euros QF at LR on the 21/07/22 via UEFA site.
It was a piece of cake and the customer journey was very much better than a certain football club in Brentford.

 

[GP200]

How did you freeze your ST? Are you not going this season?

..............a fridge or freezer..........probably............

 

[PhilE]

Have added an issue regarding booking tickets and allocating name to a non-member during general sale. I accept that this wont be much of an issue as few will go to General Sale but it needs to be resolved.

 

[alexinho]

Just tried to call the office, having spent all week emailing them (have only received one very dismissive "computer says no" response to date).

Spent 40 mins in a queue TWICE only to be put through to a mailbox and leave a message that I'm sure nobody will ever listen to.

Extremely poor.

 

[Banana]

Just tried to call the office, having spent all week emailing them (have only received one very dismissive "computer says no" response to date).

Spent 40 mins in a queue TWICE only to be put through to a mailbox and leave a message that I'm sure nobody will ever listen to.

Extremely poor.

There's an issue with a number of staff having to self-isolate currently.

I do agree that the phone system isn't brilliant however.

 

[Ealing Bee]

There's an issue with a number of staff having to self-isolate currently.

Do you know whether that is affecting the Ticket Office opening hours for personal callers?

 

[Jay Bee]

Observation of the day:

I just logged in to help a member (not in my F&F group) get hold of an extra ticket for a child for West ham. It appears a season ticket holder can buy extras at this moment, but a member cannot.

When I tried to allocate the ticket, I could allocate it to myself or any ST holder in my group - I am already attending the game by the way - but I couldn't allocate it against a member's account, not even a member who isn't already attending. Weird.

Tried the same process for Valencia which seems to be on general sale and i could have allocated that to anyone.

Anyway no resolution needed in my case, my contact has his ticket now, and nobody I know is going to be sad about losing out on 10 TAPs, just very strange.

 

[bracknell_bee18]

Do you know whether that is affecting the Ticket Office opening hours for personal callers?

 

[Ealing Bee]

Thank you for that. I'm not on Twitter, but I did take the precaution of checking the OS before enquiring.

Can't say it's definitely not on there somewhere, but if it is, it's not immediately obvious - incl the Ticket Office opening hours page

 

[bracknell_bee18]

Thank you for that. I'm not on Twitter, but I did take the precaution of checking the OS before enquiring.

Can't say it's definitely not on there somewhere, but if it is, it's not immediately obvious - incl the Ticket Office opening hours page

No isn’t on the main website page and was only communicated as asked them directly off the back off someone’s comment on here. The club haven’t mentioned it unless you go looking and read their replies only.

 

[Keighley Bee]

There's an issue with a number of staff having to self-isolate currently.

I do agree that the phone system isn't brilliant however.

Not brilliant? It's absolutely appalling. I appreciate all the mitigating circumstances re covid and the pressure the ticket office is no doubt under, but no way should you be held for ages in a queue, only to reach the point where you are being told for several more minutes you are number one in the queue, and to then after all that wasted time waiting, just be shoved to an answering machine.

 

[Banana]

Not brilliant? It's absolutely appalling. I appreciate all the mitigating circumstances re covid and the pressure the ticket office is no doubt under, but no way should you be held for ages in a queue, only to reach the point where you are being told for several more minutes you are number one in the queue, and to then after all that wasted time waiting, just be shoved to an answering machine.

I've had worse, last time I called I was in a queue and I didn't get an answering machine, I just got cut-off instead!

 

[marvelous007]

I've had worse, last time I called I was in a queue and I didn't get an answering machine, I just got cut-off instead!

Did they know it was you calling? ?

 

[nanny58]

I've had worse, last time I called I was in a queue and I didn't get an answering machine, I just got cut-off instead!

Can’t believe that statement you used to live in the office in Griffin park for tit bits of info ??

 

[ruislip bee]

I've had worse, last time I called I was in a queue and I didn't get an answering machine, I just got cut-off instead!

Yep I've had that too.

 

[marvelous007]

Yep I've had that too.

In JV email he requests (i think) not to phone the ticket office but send an email instead.

With 10,000 members and 10,000 S/T holders,1,200 premium seat holders, imagine how many emails will be sent?.

 

[badgerbee]

Question:
As a ST holder/Member who has taken up their ticket allocation for a game, is it possible to view a stadium plan showing how many/which tickets have been sold?

 

[longtimeagobee]

Question:
As a ST holder/Member who has taken up their ticket allocation for a game, is it possible to view a stadium plan showing how many/which tickets have been sold?

I can for the friendlies but only block by block, so could take a while to work out the gate tomorrow ?

 

[wanderer paul]

Question:
As a ST holder/Member who has taken up their ticket allocation for a game, is it possible to view a stadium plan showing how many/which tickets have been sold?

No. Once you’ve purchased, you cannot see the seating plan at all. Another stupid error in the system.

 

[badgerbee]

I can for the friendlies but only block by block, so could take a while to work out the gate tomorrow ?

No. Once you’ve purchased, you cannot see the seating plan at all. Another stupid error in the system.

??

 

[longtimeagobee]

??

I’ve bought my season ticket seat for West Ham & if I go back in to ‘Buy Now’ the stadium plan comes up & I can view block by block. Lots of green still, so poor crowd tomorrow I think .

 

[Judio1999]

Question:
As a ST holder/Member who has taken up their ticket allocation for a game, is it possible to view a stadium plan showing how many/which tickets have been sold?

No it not only refuses to let you do this it also tells you that the match is a sell out

 

[badgerbee]

I’ve bought my season ticket seat for West Ham & if I go back in to ‘Buy Now’ the stadium plan comes up & I can view block by block. Lots of green still, so poor crowd tomorrow I think .

Is that because you have F&F who you could also purchase for I wonder??

 

[longtimeagobee]

Is that because you have F&F who you could also purchase for I wonder??

No friends or family on my account (Billy no-mates), so don’t know what’s going on!.
I‘ve got whole row in West stand to myself as of now, if it’s accurate.

 

[Wise old Bee]

No it not only refuses to let you do this it also tells you that the match is a sell out

I was a bit puzzled by the full house stuff. Have sorted my last ticket but only when someone - who hadn't ordered before - intervened. The club seriously need to address this. I am fortunate in that I have the time to go to the ticket office, but when that is closed it is a nightmare. I only discovered it was shut, for a perfectly good reason, just before setting off when someone mentioned it on the GPG. I was 19th in line on the phone but gave up with that.

 

[PhilE]

No it not only refuses to let you do this it also tells you that the match is a sell out

I've bought tickets for both WH and Valencia online and can still go in to view seats.

 

[alexinho]

Just tried to call the office, having spent all week emailing them (have only received one very dismissive "computer says no" response to date).

Spent 40 mins in a queue TWICE only to be put through to a mailbox and leave a message that I'm sure nobody will ever listen to.

Extremely poor.

In fairness someone did pick up the phone message I left and Marc has now sorted out my issue for me - credit to him as it sounds like they are really struggling in there.

 

[badgerbee]

No friends or family on my account (Billy no-mates), so don’t know what’s going on!.
I‘ve got whole row in West stand to myself as of now, if it’s accurate.

Hmmmm.....all very odd.....
But not in any way surprising.....?
Maybe it depends what device it's being viewed on.......??......

 

[Judio1999]

I've bought tickets for both WH and Valencia online and can still go in to view seats.

That is because you are not limited to one ticket each as its a friendly

 

[longtimeagobee]

Hmmmm.....all very odd.....
But not in any way surprising.....?
Maybe it depends what device it's being viewed on.......??......

iPad & PC for me, but this is only for the friendlies.

 

[PhilE]

That is because you are not limited to one ticket each as its a friendly

Yep agreed for Arsenal...but the original question was a general one and did not mention particular matches. My answer was directed specifically to WH / Valencia.

 

[badgerbee]

Quick bit of “user testing” on viewing seating plan/accessibility for 3 games currently on sale in one form or another. Based on not logging in at all, logging in as a ST holder, and logging in as a Member:

Not logged in to any account:
Able to view available seating for Valencia game only.

Logged in as Member:
Arsenal game - shows as “Sold Out” (have purchased a ticket for game within this account). Not able to view available seating
Valencia game - (have purchased a ticket for game within this account) able to view available seating
W Ham game - (no ticket purchased) able to view available seating.

Logged in as ST holder:
Arsenal game - shows as “Restricted Access”. Not able to view available seating.
Valencia game - (have purchased tickets for game (including some for F&F) within this account). Able to view available seating
W Ham game - (no ticket purchased). Able to view available seating.

Not sure what this proves, if anything!!!! ?? But just wanted to satisfy my curiosity!!!

 

[longtimeagobee]

?Same as you badgerbee

 

[PhilE]

Logged in as ST holder:
W Ham game - (no ticket purchased). Able to view available seating.

Same but have purchased ticket

 

[aslan]

Quick bit of “user testing” on viewing seating plan/accessibility for 3 games currently on sale in one form or another. Based on not logging in at all, logging in as a ST holder, and logging in as a Member:

Not logged in to any account:
Able to view available seating for Valencia game only.

Logged in as Member:
Arsenal game - shows as “Sold Out” (have purchased a ticket for game within this account). Not able to view available seating
Valencia game - (have purchased a ticket for game within this account) able to view available seating
W Ham game - (no ticket purchased) able to view available seating.

Logged in as ST holder:
Arsenal game - shows as “Restricted Access”. Not able to view available seating.
Valencia game - (have purchased tickets for game (including some for F&F) within this account). Able to view available seating
W Ham game - (no ticket purchased). Able to view available seating.

Not sure what this proves, if anything!!!! ?? But just wanted to satisfy my curiosity!!!

You can only access the seating plan if you're trying to buy tickets.
Arsenal and WHU are limited release, so once you have your allocation you cannot buy more, so unable to see seats.
Valencia game is on general sale so can begin the process of buying tickets, by looking at the seating plan, regardless.

 

[Wise old Bee]

Why was WHU limited release for ST holders? I probably could have brought a few extras, if ST holders had been allowed to, for friends who may not be BFC supporters but who, in the past, attended the odd game. As it was, the system wouldn't allow me to buy all my F&F tickets and I ended up going to ticket office a week ago to sort this. I used a variety of devices initially but always had online issues

 

[hobbsy]

Why was WHU limited release for ST holders? I probably could have brought a few extras, if ST holders had been allowed to, for friends who may not be BFC supporters but who, in the past, attended the odd game. As it was, the system wouldn't allow me to buy all my F&F tickets and I ended up going to ticket office a week ago to sort this. I used a variety of devices initially but always had online issues

They didn't want too many in the stadium so they can test out operational processes.

It's backfired though as there will now be far fewer than they were anticipating.

 

[Banana]

Quick bit of “user testing” on viewing seating plan/accessibility for 3 games currently on sale in one form or another. Based on not logging in at all, logging in as a ST holder, and logging in as a Member:

Not logged in to any account:
Able to view available seating for Valencia game only.

Logged in as Member:
Arsenal game - shows as “Sold Out” (have purchased a ticket for game within this account). Not able to view available seating
Valencia game - (have purchased a ticket for game within this account) able to view available seating
W Ham game - (no ticket purchased) able to view available seating.

Logged in as ST holder:
Arsenal game - shows as “Restricted Access”. Not able to view available seating.
Valencia game - (have purchased tickets for game (including some for F&F) within this account). Able to view available seating
W Ham game - (no ticket purchased). Able to view available seating.

Not sure what this proves, if anything!!!! ?? But just wanted to satisfy my curiosity!!!

I think what this proves is that if you are permitted to buy tickets then, and only then, are you shown the available seating.

 

[Alex]

I think what this proves is that if you are permitted to buy tickets then, and only then, are you shown the available seating.

Which makes sense, if you’re buying a ticket then of course you need to see, if you’re not then why do you need to see it?