Email from City about ticket frustrations

[Brightwell Bros.]

After 18 long months it has been fantastic to welcome you back to the Etihad Stadium for the 2021/22 season and to once again see our stands filled with fans in full voice cheering on the team. We feel incredibly lucky to have your loyal support and we know that in the weeks building up to the start of the season, and over the course of the opening matches, the supporter experience connected to the management of online ticketing accounts and access to the Club’s call centre have both been points of frustration. We are sorry for the inconvenience this has caused and want to assure you that we are working to address these issues through the employment of additional call centre support staff focussed on reducing call waiting and email response times in particular. We are also continuing to develop the Club’s ticketing systems and platforms to ensure your online accounts are easier to manage and navigate, which will increase the speed at which many changes can be made. As part of our service operations review and following discussions with the City Matters supporter consultation group, we can also confirm that Ticket Transfer will now operate for all Cup competitions this season. Whilst we believe it is important to ensure that any supporters who do qualify for priority access to Cup Final tickets are those that have also attended previous Cup matches in the respective competition, we also understand that there are occasions where attending a match is not possible. With immediate effect you can transfer your ticket for Wednesday’s match at home to RB Leipzig if you are registered on the UEFA Competition Cup Scheme. You can find out how to use the Ticket Transfer process by clicking here. If you are registered on the League Cup Scheme you will have the opportunity to transfer your ticket for the Wycombe Wanderers match and we will notify you when this is available. We look forward to welcoming you to the Etihad Stadium for our next home match and thank you for your patience and understanding as we resume many of the Supporter Service functions that have not been in place for the past 18 months. Yours sincerely,​

Danny Wilson Managing Director, Manchester City Operations​

 

[Eccles Blue]

After 18 long months it has been fantastic to welcome you back to the Etihad Stadium for the 2021/22 season and to once again see our stands filled with fans in full voice cheering on the team. We feel incredibly lucky to have your loyal support and we know that in the weeks building up to the start of the season, and over the course of the opening matches, the supporter experience connected to the management of online ticketing accounts and access to the Club’s call centre have both been points of frustration. We are sorry for the inconvenience this has caused and want to assure you that we are working to address these issues through the employment of additional call centre support staff focussed on reducing call waiting and email response times in particular. We are also continuing to develop the Club’s ticketing systems and platforms to ensure your online accounts are easier to manage and navigate, which will increase the speed at which many changes can be made. As part of our service operations review and following discussions with the City Matters supporter consultation group, we can also confirm that Ticket Transfer will now operate for all Cup competitions this season. Whilst we believe it is important to ensure that any supporters who do qualify for priority access to Cup Final tickets are those that have also attended previous Cup matches in the respective competition, we also understand that there are occasions where attending a match is not possible. With immediate effect you can transfer your ticket for Wednesday’s match at home to RB Leipzig if you are registered on the UEFA Competition Cup Scheme. You can find out how to use the Ticket Transfer process by clicking here. If you are registered on the League Cup Scheme you will have the opportunity to transfer your ticket for the Wycombe Wanderers match and we will notify you when this is available. We look forward to welcoming you to the Etihad Stadium for our next home match and thank you for your patience and understanding as we resume many of the Supporter Service functions that have not been in place for the past 18 months. Yours sincerely,​

Danny Wilson Managing Director, Manchester City Operations​

Well done Danny.

 

[Ric]

Glad to see common sense prevail eventually.

 

[paulchapo]

Yes just received the same. It shouldn't have come to this though, they had an unprecedented amount of time when no supporters were allowed into grounds to upgrade systems and sort stuff out

 

[es1]

this is great...but...

i've just transferred my ticket to my mate (who is already going and has an e-ticket) to allow him to scan in his mate and it's saying 'this item cannot be saved on this device'

any thoughts guys?

 

[Churchlawtonblue]

the supporter experience connected to the management of online ticketing accounts and access to the Club’s call centre have both been points of frustration.

Slight understatement. More like an exercise in how to piss off your customers!

 

[Jacko1956]

Well done Danny.

Looks like City had not reinstated all the supporters services staff after the covid lockdown. Would appear to be sort sighted at the least considering the introduction of a new electronic ticket system and the likely problems and issues that would result from this. As one who spent over 3.5 hours on the phone trying to resolve issues in renewing my season tickets it will be interesting to see if this now improves along with the many problems with the whole ticketing software.

 

[Champions Again Ole Ole]

Will be interesting to see if we get to the final of the champions league, people who have attended all 6 games and on the cup scheme receive priority.

 

[UUJblue]

Good to see a statement and city acknowledge it. I hope hes accountable putting his name to that. I expect it to be much easier to call up or make changes to tickets in 2-3 months time from now.

 

[UUJblue]

Will be interesting to see if we get to the final of the champions league, people who have attended all 6 games and on the cup scheme receive priority.

do you think they will get down to the level of "you transferred 3 of the 6 CL games" - you are XX position in the queue for the final? seems a bit harsh as people transfer for a ton of reasons...medicial, covid to name a few