Ticketing System Issues

[Mikey Bee]

I can't attend the WHU game but there doesn't seem to be any way to cancel the reserved ticket. That seems a bit daft to me. Would it not benefit the club to know how many tickets are likely to be available on Monday to be able to set non-STH expectation?

 

[Banana]

I can't attend the WHU game but there doesn't seem to be any way to cancel the reserved ticket. That seems a bit daft to me. Would it not benefit the club to know how many tickets are likely to be available on Monday to be able to set non-STH expectation?

You cancelling your ticket won't materially change the view before Monday.

 

[Voice from the Braemar]

A truly terrible buying experience. Every time I manage to actually buy and print a ticket for a game, I feel like I’ve achieved something. It really shouldn’t feel like that.

the same.....was the highlight of my morning...i was dreading doing it first thing lol

 

[marvelous007]

the same.....was the highlight of my morning...i was dreading doing it first thing lol

Have the tickets for Man Utd gone off sale (or sold out). When I log in to website it takes me straight to the Valcencia match.

 

[Banana]

Have the tickets for Man Utd gone off sale (or sold out). When I log in to website it takes me straight to the Valcencia match.

The Man Utd game is a Pre-Season Friendly - therefore you will find tickets under that option from the menu bar.
The Valencia game is a Pre-Season Friendly - therefore you will NOT find tickets under that option from the menu bar

All makes sense eh?

 

[marvelous007]

The Man Utd game is a Pre-Season Friendly - therefore you will find tickets under that option from the menu bar.
The Valencia game is a Pre--Season Friendly - therefore you will find NOT tickets under that option from the menu bar

All makes sense eh?

Thanks for the clarification, wise one. ?

 

[Easter 1959]

The Man Utd game is a Pre-Season Friendly - therefore you will find tickets under that option from the menu bar.
The Valencia game is a Pre-Season Friendly - therefore you will NOT find tickets under that option from the menu bar

All makes sense eh?

I know we gotta have a sense of humour and all; but it really isn't great, all of it.

What I think is the most disappointing is that after something around 15 months with no-one in the Stadia this time has not been used to correct the defects.

 

[Banana]

I know we gotta have a sense of humour and all; but it really isn't great, all of it.

What I think is the most disappointing is that after something around 15 months with no-one in the Stadia this time has not been used to correct the defects.

To be fair, there was work done during that time to support the pandemic admissions arrangements.

 

[Easter 1959]

To be fair, there was work done during that time to support the pandemic admissions arrangements.

Have a listen to from 1.29.30 here perhaps

 

[Ealing Bee]

Have a listen to from 1.29.30 here perhaps

For an educated, experienced and capable person, I can't believe JV hasn't heard of the Sunken Cost Fallacy before now.

Meanwhile, the sole thing that the club is relying on is that they're "the only pub in town" i.e. you want to buy BFC tickets, you have to endure their appalling ticketing "system".

 

[bracknell_bee18]

I have purchased 5 tickets all on friends family (3 kids) but when go to print tickets can only print for me?
Sorry if been covered in this thread previously.

5 different order numbers have come through on 1 email.

Is there a quick way to print all?

 

[Banana]

I have purchased 5 tickets all on friends family (3 kids) but when go to print tickets can only print for me?
Sorry if been covered in this thread previously.

5 different order numbers have come through on 1 email.

Is there a quick way to print all?

Strange sequence of order numbers there

 

[Banana]

I have purchased 5 tickets all on friends family (3 kids) but when go to print tickets can only print for me?
Sorry if been covered in this thread previously.

5 different order numbers have come through on 1 email.

Is there a quick way to print all?

This user had a similar problem. Try this:

I bought 2 tickets, one for me and one for a friend. When I went to print them it only showed mine. I had to select my friends name at the top of the screen to show his tickets and then I could print it fine. That might not be it but worth checking.

 

[rebus]

Not just the online system needs work.

Sent email yesterday...no reply.

Called the Ticket Office just now and spent 15 mins in queue listening to music that keeps breaking up and interrupted by updates of queue # (started at 12) and intermittent phone ringing. Finally get to front of queue where I am greeted by a recorded voice telling me they are experiencing high demand and to leave a message so they can get back to me (within 48 hours).

Winnie would be proud of this. Surprised we’re not doing this on a 0891 number to raise a few quid.

 

[bracknell_bee18]

This user had a similar problem. Try this:

Ok that works but took a few times to work that out.
Have to click on tab circled and brings a drop down of other members to print there tickets.

Circled drop down for other people to see.

 

[Banana]

Ok that works but took a few times to work that out.
Have to click on tab circled and brings a drop down of other members to print there tickets.

Circled drop down for other people to see.

Yeah because obviously you would want to print them out at different times!!! What person in their right minds would want to print out all the tickets for their kids at the same time with one easy click? No, no, no! It's much easier to miss one out this way!

 

[bracknell_bee18]

Yeah because obviously you would want to print them out at different times!!! What person in their right minds would want to print out all the tickets for their kids at the same time with one easy click? No, no, no! It's much easier to miss one out this way!

Know off at least 3 other families having same issues all been trying to get through to ticket office for last few days to no avail.
We could cut out half the calls to ticket office if was a easy to navigate website.

 

[Railway Side Bee]

Having another nightmare with the ticketing site. Can anyone help? I need to buy a Valencia ticket for my younger son (a junior). I don't have a login for him because he's registered under my email address. I've already bought a ticket for myself, and a ticket for my older son. Does anyone know how I can buy one for my younger son? He is registered as my and my older son's 'friends and family', but the ticket site now says 'This offer is restricted. You are not entitled to access this offer.'

 

[hobbsy]

Having another nightmare with the ticketing site. Can anyone help? I need to buy a Valencia ticket for my younger son (a junior). I don't have a login for him because he's registered under my email address. I've already bought a ticket for myself, and a ticket for my older son. Does anyone know how I can buy one for my younger son? He is registered as my and my older son's 'friends and family', but the ticket site now says 'This offer is restricted. You are not entitled to access this offer.'

Ticket office I'm afraid, once the offer has been removed from your basket you can't buy again.

 

[Railway Side Bee]

Ticket office I'm afraid, once the offer has been removed from your basket you can't buy again.

Thanks. Everything about buying tickets is so frustrating.

 

[Railway Side Bee]

I've actually just been able to buy the ticket...thanks to an auto reply email from the club with some instructions:

If you are having difficulty purchasing your Reserved tickets for our friendly against West Ham or Valencia as Season Ticket Holders for your friends and family, please follow the instructions below:

1. Log into your ticketing account (Welcome! - Brentford Football Club)
2. Please then click on Reserved tickets from the Menu on the right hand side of the page. Alternatively, once you have logged in, you can follow this link Welcome! - Brentford Football Club)
3. You will then be greeted by a screen that allows you to purchase for any friends and family that have Reserved Tickets as Season Ticket Holders for our friendly against West Ham. Simply tick the tickets you want to pay for and add them to your basket to make your payment. To note, if you do not untick all boxes next to the individuals apart from the ticked box next to your name, you will begin the process of paying for all (or some) friends and family that have Reserved Tickets in your family and friends.
4. Please then press add to basket and then click on ‘My Basket’ to begin the payment process.

These seats will be reserved until 26th July at 12pm. You can also visit this link for more instructions: Official website of Brentford Football Club - Cup Reservations

If you are having difficulty printing off tickets for our friendly against West Ham or Valencia as Season Ticket Holders for your friends and family, please follow the instructions below:

1. Log into your ticketing account (Welcome! - Brentford Football Club)
2. Please then click on My account from the Menu on the right hand side of the page. Alternatively, once you have logged in, you can follow this link Welcome! - Brentford Football Club)
3. You will then be greeted by a screen where in the right hand corner under my order history there is a drop down box where you can select which friends and family member you would like to print.
4. To print ticket, please select ‘SEE DETAILS’

All the Best
Brentford FC

 

[Hookbee]

I've actually just been able to buy the ticket...thanks to an auto reply email from the club with some instructions:

If you are having difficulty purchasing your Reserved tickets for our friendly against West Ham or Valencia as Season Ticket Holders for your friends and family, please follow the instructions below:

1. Log into your ticketing account (Welcome! - Brentford Football Club)
2. Please then click on Reserved tickets from the Menu on the right hand side of the page. Alternatively, once you have logged in, you can follow this link Welcome! - Brentford Football Club)
3. You will then be greeted by a screen that allows you to purchase for any friends and family that have Reserved Tickets as Season Ticket Holders for our friendly against West Ham. Simply tick the tickets you want to pay for and add them to your basket to make your payment. To note, if you do not untick all boxes next to the individuals apart from the ticked box next to your name, you will begin the process of paying for all (or some) friends and family that have Reserved Tickets in your family and friends.
4. Please then press add to basket and then click on ‘My Basket’ to begin the payment process.

These seats will be reserved until 26th July at 12pm. You can also visit this link for more instructions: Official website of Brentford Football Club - Cup Reservations

If you are having difficulty printing off tickets for our friendly against West Ham or Valencia as Season Ticket Holders for your friends and family, please follow the instructions below:

1. Log into your ticketing account (Welcome! - Brentford Football Club)
2. Please then click on My account from the Menu on the right hand side of the page. Alternatively, once you have logged in, you can follow this link Welcome! - Brentford Football Club)
3. You will then be greeted by a screen where in the right hand corner under my order history there is a drop down box where you can select which friends and family member you would like to print.
4. To print ticket, please select ‘SEE DETAILS’

All the Best
Brentford FC

Quit frankly it beggars belief that a simple thing like purchasing a ticket for a football match required detailed instructions like this to resolve an issue. This ticket system is the most ridiculous and complicated user experience that I have ever come across. Can you imagine trying to book theatre and gigs with this - no tickets would be bought! The amount of time the ticket office staff must waste resolving issue with this useless system must run into hours.

 

[Railway Side Bee]

Quit frankly it beggars belief that a simple thing like purchasing a ticket for a football match required detailed instructions like this to resolve an issue. This ticket system is the most ridiculous and complicated user experience that I have ever come across. Can you imagine trying to book theatre and gigs with this - no tickets would be bought! The amount of time the ticket office staff must waste resolving issue with this useless system must run into hours.

You are absolutely right. I've often said it's the worst buying experience I've ever had, but honestly there's nothing else that gets anywhere near this bad. You should never need instructions on how to use a website - least of all one where you're being sold something.

 

[Ealing Bee]

The amount of time the ticket office staff must waste resolving issue with this useless system must run into hours.

Thousands of hours. I had the usual problems buying tickets for the P/O Semi (i.e. when they were really busy), and after a series of emails back and forth, Sophie from the T.O. was kind enough to phone me and sort it, though only after speaking to her manager i.e. the system simply couldn't do what needed to be done.

(Btw, I am posting this in the hope that s.o. from the club scans this site occasionally - they need to know how useless the "system" is from our pov, not just theirs.)

 

[thickobee]

Unsure whether it’s has happened to others. As far as I can tell WHU tickets are £10 for all adults, I (a senior) was charged £5. Purchased a Valencia ticket in the same ‘transaction’ expecting the price to be £10 but was charged £15.
Total £20 which is what I expected to pay, but quite bizarre!

 

[AndyS]

Ok that works but took a few times to work that out.
Have to click on tab circled and brings a drop down of other members to print there tickets.

Circled drop down for other people to see.

Thanks for this tip but really shows how rubbish this system is that we need to be consult a fans forum to find out how it work.

 

[AndyS]

Ticket office I'm afraid, once the offer has been removed from your basket you can't buy again.

I managed to get back to tickets I had put in my basket but then lost (due to logging out to try and find F&F tickets) by repeatingly clicking on the Reserved Tickets option in the menu on the right. First time I got the to F&F reserved tickets, added then to the baskets, then clicked on Reserved Tickets again they all appeared in my basket, it seems. Total unintuitive - worse than an online purchase site from 20 years ago.

 

[grim]

I had a missing family member even though they on my list, quick email to the ticket office last week and they sorted it, the website is a mess, why I can't just open the order and print all the tickets at once is beyond me

 

[nocoat]

I had a missing family member even though they on my list,

Phone the club. Or Liam Neeson

 

[grim]

Phone the club. Or Liam Neeson

I did the club option, Liam Neeson was busy, they sorted it

 

[Herbert]

Booking tickets from friends and family was so easy before and still is to a point.

But booking valencia tickets it reserved my seat for me but i could only book for me and not friends/family.

I waited for deadline to pass as a few of us wanted to try a different stand.
The friends and family list was fine to pick from and I booked up. Done.
Went to have another look to see if I could book up for others and it wont let access, saying sold out.

If for future games, ive booked tickets but then later a friend or family ask to book theirs and it wont let me on because I've already purchased from our friends family list, that's not right and is complicating things, will make it harder on the ticket office too having to call them.

 

[southcoastbee]

Shocking system. Wanted tickets for 2 ST Holders + 1 Member for the Valencia game, all set up on Friends and Family. Let the ST deadline pass, so could get 3 seats together. Logged in this am but still unable to order the extra ticket using the friends and family option. Decided that we order separately to make sure we get the 3 together. It then tells me that I can't buy the 2 that I want as this leaves an orphan seat.... This isn't fit for purpose

 

[olliebfc]

Choose two seats next to each other. Then it says there is an orphan seat (there isn't) and tries to 'suggest' (force) you to select two different seats on a different row... but they are 8 seats apart, the original seats cant be put it the basket... give me strength

 

[8corner]

I've never had any problems until this season. It actually seems to have got worse.

 

[Easter 1959]

I've never had any problems until this season. It actually seems to have got worse.

Do you know of any 'Fans Organisations' that could represent this to the Club . . . . . . . .

 

[8corner]

Do you know of any 'Fans Organisations' that could represent this to the Club . . . . . . . .

I'll put my thinking cap on

 

[badgerbee]

I've never had any problems until this season. It actually seems to have got worse.

Agreed.
Despite previous complaints from others, I never had any problems ordering tickets for myself, or others, including F&F........ before this season......

 

[Easter 1959]

I've never had any problems until this season. It actually seems to have got worse.

Do you know of any 'Fans Organisations' that could represent this to the Club . . . . . . . .

I'll put my thinking cap on

You could just gently ask how Braunton Bee is; and how much effort he has had to put in to getting things on a more proper footing . . . .

 

[marvelous007]

I've never had any problems until this season. It actually seems to have got worse.

I agree. I tried to purchase two tickets online. Unfortunately, my bank contacted me that I was using an expired card and did a check to see if it was really me. I went back in and updated my new card details on the ticket website.


However, system thinks that I'm trying to buy more tickets (and will not allow me to purchase again) although the original payment was declined.

 

[hobbsy]

I agree. I tried to purchase two tickets online. Unfortunately, my bank contacted me that I was using an expired card and did a check to see if it was really me. I went back in and updated my new card details on the ticket website.


However, system thinks that I'm trying to buy more tickets (and will not allow me to purchase again) although the original payment was declined.

The ticketing site let you complete a transaction with an expired card?

 

[marvelous007]

The ticketing site let you complete a transaction with an expired card?

The actual saved card had an incorrect expiry date and the payment was declined. But the system thinks I have purchased my tickets.

 

[hobbsy]

The actual saved card had an incorrect expiry date and the payment was declined. But the system thinks I have purchased my tickets.

Ahh you just have to wait 20 minutes that's a known bug

 

[Easter 1959]

Ahh you just have to wait 20 minutes that's a known bug

Forgive; but; if it is a known bug why can it not be coded out?

 

[Banana]

Forgive; but; if it is a known bug why can it not be coded out?

Because we are Premier League!

 

[hobbsy]

Forgive; but; if it is a known bug why can it not be coded out?

It might be a feature rather than a bug, but a message telling you why wouldn't go a miss

 

[heebeegeebee]

Trying to get my grandson a ticket but doesn't recognise the email address so now on my third hour of trying to call ticket office, got to queue position one five or six times then told they are very busy and cut me off. Did get through to someone in ticket office then that cut off, I'm beginning to dislike tainted love now. It looks like my grandson is going to miss out on this as I probably won't be able to get the seat next to me as his season ticket seat might now be sold.

 

[marvelous007]

It might be a feature rather than a bug, but a message telling you why wouldn't go a miss

To be fair with Ticket Office staff. Every time I speak to them they are very helpful. I spoke to Jamal in early June about renewing my (part refunded) season ticket and I had missed the deadline to make good a full payment by a couple of days. When I explained the reasons behind this, he was very polite and professional and suggested a move to another part of the ground. So I moved from the dug out to the West Stand and he helped falitate this.

 

[hobbsy]

To be fair with Ticket Office staff. Every time I speak to them they are very helpful. I spoke to Jamal in early June about renewing my (part refunded) season ticket and I had missed the deadline to make good a full payment by a couple of days. When I explained the reasons behind this, he was very polite and professional and suggested a move to another part of the ground. So I moved from the dug out to the West Stand and he helped falitate this.

Yes the ticket office staff are great but the poor system puts unnecessary pressure on them.

 

[marvelous007]

Yes the ticket office staff are great but the poor system puts unnecessary pressure on them.

Could not agree more.

 

[Voice from the Braemar]

Yes the ticket office staff are great but the poor system puts unnecessary pressure on them.

agree...always been great when ive needed em (especially Scott)....but that online system is a nightmare and one ive only just sorted out...other people would have given up long ago......its almost been designed to put you off buying anything !!!