Ticket Office (Again)

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MadchesterCity

Well-Known Member
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12 Sep 2009
Messages
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As a fanbase we can be quick to complain about negative customer service but....

I want to acknowledge excellent customer service from supporter services and ticket office with 2 issues I had today
  • Canceling 4 tickets for Fulham due to covid
    • dealt with swiftly and money will be refunded
  • Getting 4 tickets together in the family stand from our 2 season cards
    • I think this was difficult in the system but we now have 4 tickets together for the kids to enjoy, Young Vincents first match
It can't be easy working in that job with long periods of quietness then surge of activity

Perhaps people could post their positive experiences here?

Anyway Thank You!!
 
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To counteract this, I just rang them to try and move my Fulham cup scheme ticket on as I'm in the Legends Lounge on Sat. Got passed through to the main team who proceeded to place me on 'hold' whilst they looked into my query (he hadn't). I could hear him discussing how he wanted to swap his lunch break & that he was starving haha. To top it off he then hung up the line once he realised I wasn't on hold.

Fantastic stuff, that'll be an empty seat that could of been used on Sat. We can't move them on in the cup scheme unless it is to someone linked on your friend's & family on your account, madness.
 
i just phoned as i didnt have my e-mail for tickets for fulham on saturday, was waiting for 2 mins at most and all sorted in 3 mins just need to sort it out on my mates phone now
 
bluestevei said:
i just phoned as i didnt have my e-mail for tickets for fulham on saturday, was waiting for 2 mins at most and all sorted in 3 mins just need to sort it out on my mates phone now
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I think that’s the issue as it seems very hit and miss.You either strike lucky like you or I seem to have done or you waste countless hours hanging on.
 
May need to take the plunge and bell them later in the week.

Son's cup ticket has been confirmed as gone from his 'wallet' but yet to arrive in my mates. Did the transfer yesterday so would have thought it'd be there by now.
 
A few years ago a Norwich fan called Charlie who worked in the Ticket Office sorted our relocation out after we’d been initially told there were no seats to switch to. Ended up in the Colin Bell, Level 2, brilliant seats and I’m there for life. Nothing but praise for that fella.
 
MadchesterCity said:
As a fanbase we can be quick to complain about negative customer service but....

I want to acknowledge excellent customer service from supporter services and ticket office with 2 issues I had today
  • Canceling 4 tickets for Fulham due to covid
    • dealt with swiftly and money will be refunded
  • Getting 4 tickets together in the family stand from our 2 season cards
    • I think this was difficult in the system but we now have 4 tickets together for the kids to enjoy, Young Vincents first match
It can't be easy working in that job with long periods of quietness then surge of activity

Perhaps people could post their positive experiences here?

Anyway Thank You!!
Click to expand...
giphy.gif
 
Citizen Green said:
To counteract this, I just rang them to try and move my Fulham cup scheme ticket on as I'm in the Legends Lounge on Sat. Got passed through to the main team who proceeded to place me on 'hold' whilst they looked into my query (he hadn't). I could hear him discussing how he wanted to swap his lunch break & that he was starving haha. To top it off he then hung up the line once he realised I wasn't on hold.

Fantastic stuff, that'll be an empty seat that could of been used on Sat. We can't move them on in the cup scheme unless it is to someone linked on your friend's & family on your account, madness.
Click to expand...
check ticket and travel forum

maybe someone will buy it off you
 
Sheik Battle and Goal said:
I think that’s the issue as it seems very hit and miss.You either strike lucky like you or I seem to have done or you waste countless hours hanging on.
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I do agree with that, the first girl I spoke to said she couldn’t help as she was working from home and just put me back in the queue.

Some of the staff really care about the customer though and do their best for you, perhaps there is a handful who aren’t up to speed (rags)
 
Bumping this rather than start a new thread. A negative experience unfortunately.
Bought three tickets for West Ham when it had a provisional date at the end of May. Since then it got confirmed for a school night so I contacted the club to return two of the three. I was explicitly clear that I wanted to hold my ticket but was only returning the juniors. What City - usually quick in getting back - then did was completely ignore me for eight days, despite three emails asking the status of my request. So yesterday I downloaded the tickets and I told the Mrs I was taking the kids to the game after all. I had concluded that because West Ham hadn't sold out, the club didn't want the tickets back. Fine.

But as soon as we watched Arsenal win last night, I had a sinking feeling, and said to the Mrs 'I bet City will want those tickets back after this, this is def a big game now'. Lo and behold, first thing in the morning, the club confirmed it had refunded me for all THREE tickets - when I had only ever asked to return two. So now I don't just miss the game, I lose the points too. I have had good experiences with the ticket office and some not so good - but this is the worst.

It's great that City will take tickets back if circumstances change. But it's looking very much like games are being played dependent on how many the club thinks they can sell back at a higher price.
 
Jazzyblue said:
Bumping this rather than start a new thread. A negative experience unfortunately.
Bought three tickets for West Ham when it had a provisional date at the end of May. Since then it got confirmed for a school night so I contacted the club to return two of the three. I was explicitly clear that I wanted to hold my ticket but was only returning the juniors. What City - usually quick in getting back - then did was completely ignore me for eight days, despite three emails asking the status of my request. So yesterday I downloaded the tickets and I told the Mrs I was taking the kids to the game after all. I had concluded that because West Ham hadn't sold out, the club didn't want the tickets back. Fine.

But as soon as we watched Arsenal win last night, I had a sinking feeling, and said to the Mrs 'I bet City will want those tickets back after this, this is def a big game now'. Lo and behold, first thing in the morning, the club confirmed it had refunded me for all THREE tickets - when I had only ever asked to return two. So now I don't just miss the game, I lose the points too. I have had good experiences with the ticket office and some not so good - but this is the worst.

It's great that City will take tickets back if circumstances change. But it's looking very much like games are being played dependent on how many the club thinks they can sell back at a higher price.
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I wouldn't worry about the points - the club don't anymore!
 
Come-on-City said:
I wouldn't worry about the points - the club don't anymore!
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Truesay. @21mago very kindly sorted me out his ticket but still a shabby performance from the club, whose answer was pretty much 'buy another three, then' - with no acknowledgement that they had refunded all three by mistake. Accidents happen, human error, we've all done it etc - just getting a v moneygrabbing, slightly underhanded vibe from the way tickets at being dealt with at the mo.
 
Jazzyblue said:
Bumping this rather than start a new thread. A negative experience unfortunately.
Bought three tickets for West Ham when it had a provisional date at the end of May. Since then it got confirmed for a school night so I contacted the club to return two of the three. I was explicitly clear that I wanted to hold my ticket but was only returning the juniors. What City - usually quick in getting back - then did was completely ignore me for eight days, despite three emails asking the status of my request. So yesterday I downloaded the tickets and I told the Mrs I was taking the kids to the game after all. I had concluded that because West Ham hadn't sold out, the club didn't want the tickets back. Fine.

But as soon as we watched Arsenal win last night, I had a sinking feeling, and said to the Mrs 'I bet City will want those tickets back after this, this is def a big game now'. Lo and behold, first thing in the morning, the club confirmed it had refunded me for all THREE tickets - when I had only ever asked to return two. So now I don't just miss the game, I lose the points too. I have had good experiences with the ticket office and some not so good - but this is the worst.

It's great that City will take tickets back if circumstances change. But it's looking very much like games are being played dependent on how many the club thinks they can sell back at a higher price.
Click to expand...

Not excusing the club but if you still want to go, there’s tickets available in pretty much every block in the ground.
 
I was one hour on the phone this morning until I got through to Lauren in Supporter Services. She was very helpful and sorted my query as well as giving useful advice on a season card matter.
 
Stephen230 said:
Not excusing the club but if you still want to go, there’s tickets available in pretty much every block in the ground.
Click to expand...
Cheers. I'm sorted now. Kids won't be going now but it was a last minute change of plan and it's a short wait until Sat when we'll be back again. All's well that ends well
 
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