Ticketing System Issues

[Banana]

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?

You might be on the phone with someone else that is buying tickets and telling them through which seats to select for various reasons

 

[badgerbee]

You might be on the phone with someone else that is buying tickets and telling them through which seats to select for various reasons

It would also be good to know what might still be available when the next buying "window of opportunity" opens up for you......

 

[Alex]

You might be on the phone with someone else that is buying tickets and telling them through which seats to select for various reasons

Or you could just tell them as near to S107 row 1 seat 178 as you can get.

 

[Banana]

Or you could just tell them as near to S107 row 1 seat 178 as you can get.

That's if that's the requirement. It could be "what's the best out of X, Y or Z" which would be better if you can visualise where they are.

 

[Ealing Bee]

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?

Turn your question round.

Why prevent people - incl potential customers - from seeing availability?

 

[Railway Side Bee]

I waited on the phone for 33 minutes to get through to the ticket office yesterday (to try to resolve a problem I didn’t think we could sort out via email). I started at number 11 in the queue, got down to 1…and then went through to voicemail. I know this is something lots of others have encountered, and I wasn’t hugely surprised…but it’s a pretty bad customer experience.

 

[Wise old Bee]

Missed the first 20 minutes yesterday as my ticket, originally purchased from ticket office, wouldn't scan. Two windows open in TO sorting similar issues, about 20 in each queue. Teach me to rock up at five to three I suppose. Mine was the only senior ticket I purchased in a group of seven.

 

[Terrace Weeding]

Had the same issue trying to access North stand, told to just wait a few minutes and a ticket admin came, took a photo of my ticket, said they were having a number of issues with tickets issued from TO, it seems the scanners could not read the small bar code, QR codes no problem, still got to expect a few teething problems.

 

[Silly Hat]

Had the same issue trying to access North stand, told to just wait a few minutes and a ticket admin came, took a photo of my ticket, said they were having a number of issues with tickets issued from TO, it seems the scanners could not read the small bar code, QR codes no problem, still got to expect a few teething problems.

I should point out that it isn’t a new system, fans have been flagging up that the system is not fit for purpose for literally months and months and months, and they’ve had a year and a half without any football to sort this out. The current situation means that many paying customers genuinely struggle to even buy a ticket and may well now find that, after all the ludicrous difficulties the club has created to negatively impact their customers, a ticket holder might now not even be able to get into the stadium with the ticket he’s bought ‘cos of yet another issue.

Unacceptable, and they need to totally resolve this before the season starts. And that’s in 12 more days‘ time…… ?

Nine working days to get thousands of season tickets posted and received by those who’ve paid a significant amount of money for them….

 

[jlove]

I should point out that it isn’t a new system...

The entry and scanner systems have not had much use, which is where the issue seems to be.

 

[Silly Hat]

The entry and scanner systems have not had much use, which is where the issue seems to be.

As a professional business, I’d have thought they’d have run multiple repeat tests of every single system at the stadium. Get three interns to print off dummy barcodes/QR codes and then test each entrance repeatedly to see that it works, and record any problems for a snag list for the supplier.

They’ve had 16 months to do just that.

 

[jlove]

As a professional business, I’d have thought they’d have run multiple repeat tests of every single system at the stadium. Get three interns to print off dummy barcodes/QR codes and then test each entrance repeatedly to see that it works, and record any problems for a snag list for the supplier.

They’ve had 16 months to do just that.

Interns? Do you mean the B Team?

 

[Easter 1959]

Nine working days to get thousands of season tickets posted and received by those who’ve paid a significant amount of money for them….

I so hope that the problems encoutered three seasons back of 'non receipt' of the new STs will not be repeated; we travel around 275 miles up and 275 miles back to be in the Stadium and 36 hours before the kick off of the first game of that Season several of our guys had no means of getting in the ground for the Rotherham game (I have said this before, I know, on different threads) but were about to travel.

We spent literally hours either on the phone to the Ticket Office or trying to get through and every 'promise' that the cards would arrive did not materialise (I am not blaming the TO Staff for this, absolutely) and, in the end, it was only personal intervention to Mark Devlin on the Thursday morning before the game that got it resolved; the whole issue was time consuming and became completely and unnecessarily stressful; ie something that was paid in full for the previous May could not be delivered by the first week of August.

I think it will be really unfortunate if this, the delivery of the 2021/2022 cards, ends up in a similar way; and it will distract from the marvellous other achievements of both the On and Off Management for which I am so appreciative of..

 

[Alex]

Turn your question round.

Why prevent people - incl potential customers - from seeing availability?

If you don’t have one you can see it. It’s only people that have bought one that can’t and they don’t need to see it.

 

[Bunny]

Had the same issue trying to access North stand, told to just wait a few minutes and a ticket admin came, took a photo of my ticket, said they were having a number of issues with tickets issued from TO, it seems the scanners could not read the small bar code, QR codes no problem, still got to expect a few teething problems.

This happened to me in the North Stand as well.

 

[TeeJayBee]

Had the same issue trying to access North stand, told to just wait a few minutes and a ticket admin came, took a photo of my ticket, said they were having a number of issues with tickets issued from TO, it seems the scanners could not read the small bar code, QR codes no problem, still got to expect a few teething problems.

I had printed my ticket at home and the QR code “failed”. I think I’ll have the PDF ready on my ‘phone for Valencia and see if that works.

My first visit (very impressed!) and straight in and out of North Stand from Lionel Road. Is it possible to walk round from North to South stand without going up and round the roads?

 

[andy58bee]

Missed the first 20 minutes yesterday as my ticket, originally purchased from ticket office, wouldn't scan. Two windows open in TO sorting similar issues, about 20 in each queue. Teach me to rock up at five to three I suppose. Mine was the only senior ticket I purchased in a group of seven.

 

[Banana]

Why not

1) Show the seat you are proposing OR
2) Let me move the pop-up so I can see it myself

ALSO I selected Row 28 Seat 841, NOT Row 7 Seat 158!

EDIT: I think it's showing me my Season Ticket seat. What's that got to do with the price of fish?

 

[Banana]

I think it's showing an alternative for two tickets. I of which I purchase 5 days ago

 

[aslan]

Heard plenty of confused murmers before the game and at half time as "the website said this was a sell out.."

On plus side, I scanned into the stadium easily using my phone!

 

[Banana]

Why not

1) Show the seat you are proposing OR
2) Let me move the pop-up so I can see it myself

ALSO I selected Row 28 Seat 841, NOT Row 7 Seat 158!

EDIT: I think it's showing me my Season Ticket seat. What's that got to do with the price of fish?



View attachment 26726

Just noticed that one of the suggested seats that they want to move me to is in a block that has no seats for sale!

 

[Alex]

Heard plenty of confused murmers before the game and at half time as "the website said this was a sell out.."

On plus side, I scanned into the stadium easily using my phone!

Good to know, I am going to try this on Saturday, it has copied the barcode from the ticket on to a pass in my Apple wallet. Will take the paper one too though.

 

[ruislip bee]

Good to know, I am going to try this on Saturday, it has copied the barcode from the ticket on to a pass in my Apple wallet. Will take the paper one too though.

Why not just take the ticket? Seems much easier!

 

[aslan]

Why not just take the ticket? Seems much easier!

Why would it be easier when it involves extra steps, and an extra thing to remember / find in your pocket?
Printed tickets also means you could have a faulty QR code if your ink went a little funny and missed a bit.
& avoids any drama those with "proper tickets" had at the WHU game, with the scanners not reaching the barcodes.

Much easier, much less hassle using your phone.

 

[Alex]

Why not just take the ticket? Seems much easier!

Because in future I don’t want to have to print them if I don’t need to.

 

[ruislip bee]

Why would it be easier when it involves extra steps, and an extra thing to remember / find in your pocket?
Printed tickets also means you could have a faulty QR code if your ink went a little funny and missed a bit.
& avoids any drama those with "proper tickets" had at the WHU game, with the scanners not reaching the barcodes.

Much easier, much less hassle using your phone.

Really? There would be huge hassle this end trying to work out how to load it from the computer to my phone!

 

[Alex]

Really? There would be huge hassle this end trying to work out how to load it from the computer to my phone!

That’s the point of the app I linked to it makes it easy as you can just take a picture of the barcode on your screen. There is similar available for android users

 

[westendbee]

I should point out that it isn’t a new system, fans have been flagging up that the system is not fit for purpose for literally months and months and months, and they’ve had a year and a half without any football to sort this out. The current situation means that many paying customers genuinely struggle to even buy a ticket and may well now find that, after all the ludicrous difficulties the club has created to negatively impact their customers, a ticket holder might now not even be able to get into the stadium with the ticket he’s bought ‘cos of yet another issue.

Unacceptable, and they need to totally resolve this before the season starts. And that’s in 12 more days‘ time…… ?

Nine working days to get thousands of season tickets posted and received by those who’ve paid a significant amount of money for them….

Isn’t the issue here using “special” tickets for one-off matches?

when the EPL starts, everyone should be using their season cards / members cards to gain admission.

 

[jlove]

Isn’t the issue here using “special” tickets for one-off matches?

when the EPL starts, everyone should be using their season cards / members cards to gain admission.

Whatever the issue (and I think it's multiple issues), it should not be occurring at this time.

 

[aslan]

Really? There would be huge hassle this end trying to work out how to load it from the computer to my phone!

Log into the ticket website on the phone, I find the website a lot better on there, and once you have bought the ticket, press "print tickets" and it'll just download it to your phone.

Alternatively, open the ticket on your PC, email it to yourself, and open said email on the phone.

 

[aslan]

Isn’t the issue here using “special” tickets for one-off matches?

when the EPL starts, everyone should be using their season cards / members cards to gain admission.

Member cards won't give admission into the game, only season tickets

 

[andy58bee]

Missed the first 20 minutes yesterday as my ticket, originally purchased from ticket office, wouldn't scan. Two windows open in TO sorting similar issues, about 20 in each queue. Teach me to rock up at five to three I suppose. Mine was the only senior ticket I purchased in a group of seven.

Same problem for me, in a queue at the ticket office for nearly half an hour to get it sorted, good job I was there early. Hope I don't have a similar problem with my Valencia ticket next week.

 

[Banana]

Member cards won't give admission into the game, only season tickets

are you sure?

 

[Banana]

Log into the ticket website on the phone, I find the website a lot better on there, and once you have bought the ticket, press "print tickets" and it'll just download it to your phone.

Alternatively, open the ticket on your PC, email it to yourself, and open said email on the phone.

This didn't work for me. Could be user error and will try the Valencia game later.

 

[hobbsy]

are you sure?

Yes, that's been communicated.

 

[aslan]

This didn't work for me. Could be user error and will try the Valencia game later.

Full brightness, and zoom into the PDF so the QR code is fairly big. Can't imagine it working if you have the full pdf page on the screen

 

[Banana]

How did this "glitch" appear, and why won't it re-occur?

Glitch: a sudden, usually temporary malfunction or fault of equipment.

 

[hanwellbee]

Full brightness, and zoom into the PDF so the QR code is fairly big. Can't imagine it working if you have the full pdf page on the screen

Yes, I zoomed in on the QR code and it worked fine.

 

[Peteseeger]

Just noticed that one of the suggested seats that they want to move me to is in a block that has no seats for sale!

The online system rarely seems to be in sync with reality or the system used by the ticket office. On many occasions in the past when trying to buy additional tickets near to where I normally sit, I would be told by the online system that there were none available. However, If I phoned the ticket office they would invariably have a number of tickets that I could purchase that were supposedly unavailable via the online system.

 

[Bunny]

Yes, I zoomed in on the QR code and it worked fine.

Mine didn't

 

[earols]

I'm a season ticket holder with 3 eligible members added to my F&F yet the Arsenal game is still showing as a restricted offer. Is this a known issue?

Do I need to be logged in as a member to be able to see the event as available?

 

[aslan]

I'm a season ticket holder with 3 eligible members added to my F&F yet the Arsenal game is still showing as a restricted offer. Is this a known issue?

Do I need to be logged in as a member to be able to see the event as available?

AFAIK, as you have "bought the ticket" for the game as a ST you will be unable to view/buy any. Signing in as one of the members should free up the offer

 

[Houghton Bee]

I'm a season ticket holder with 3 eligible members added to my F&F yet the Arsenal game is still showing as a restricted offer. Is this a known issue?

Do I need to be logged in as a member to be able to see the event as available?

Yes.

 

[hobbsy]

The online system rarely seems to be in sync with reality or the system used by the ticket office. On many occasions in the past when trying to buy additional tickets near to where I normally sit, I would be told by the online system that there were none available. However, If I phoned the ticket office they would invariably have a number of tickets that I could purchase that were supposedly unavailable via the online system.

They always keep some back for phone sales, in person calls. That is a good thing.

 

[bracknell_bee18]

Are club still selling memberships? Surely this could be an issue if tickets are going down to all members for sake of £40 could have loads end up with away fans in future if they can now see going to ‘all members’

 

[IslandBee]

One minute there is a f**king ticket, next minute not!!!

 

[Banana]

One minute there is a f**king ticket, next minute not!!!

Amazing. Do you think someone bought it?

 

[IslandBee]

Amazing. Do you think someone bought it?

Really, don't! I am just about at the end of my tether with the chaos that is our f**cking online ticketing! If it says 'Sold Out' then how come if you go back five minutes later it is no longer 'Sold Out'!?

 

[Guildford Bee]

I'm a season ticket holder with 3 eligible members added to my F&F yet the Arsenal game is still showing as a restricted offer. Is this a known issue?

Do I need to be logged in as a member to be able to see the event as available?

I think they’d have to buy themselves, I don’t think you’re eligible to buy on their behalf as you already have your ticket.

 

[Banana]

Really, don't! I am just about at the end of my tether with the chaos that is our f**cking online ticketing! If it says 'Sold Out' then how come if you go back five minutes later it is no longer 'Sold Out'!?

It's a glitch apparently. The club apologised for it happening on Sunday and it seems to have happened for a short amount of time just now. I can't get my head around what is happening.