Email from City about ticket frustrations

goater1985

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12 May 2009
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I've now tried 4 times on laptop and 5 times on my phone for Liverpool away, getting different messages, including the invalid IP address one mentioned on here.

I'm now going to miss out on a ticket due to city's absolute shambolic service
 

The_Maverick

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Simply with regards the training involved, that takes time and City and the fans need immediate results.

It was no slight, call centre jobs have never been no prevalent, that was the intended reference.

As was the analogy that such is the ineptitude of rccent weeks, we might as well have had people serving us burgers rather than answering ticketing issues.

No offence intended.

Ok; so you agree that people need training and that takes time. Fair enough. Give people time to grow into the position.

Please explain how that can happen when in your own words “immediate results”
 

Mad Eyed Screamer

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Bombs away on Tampa Bay
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!
Stopped reading when I reached "supporter experience".
It shouldn't have to be an "experience" in purchasing a ticket.
 

tolmie's hairdoo

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behind enemy lines, regularly
Ok; so you agree that people need training and that takes time. Fair enough. Give people time to grow into the position.

Please explain how that can happen when in your own words “immediate results”

It can't, hence my original pop at the club.

They have had 18 months to put a plan in place and chosen to roll out a scheme not fit for purpose.
 
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OntarioBlue

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12 Jun 2016
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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 signature
Danny Wilson
Managing Director, Manchester City Operations
It’s one thing to acknowledge the issues but it’s another thing altogether to fix them.

I called the ticket office on Tuesday and was told I was number 180 in the queue. From past experience and from what I have read on here that’s at least a three hour wait with no guarantee that anyone will actually answer the phone when you finally get to number one in the queue.

I wasn’t prepared to wait three hours so I followed the Club’s recommendation and sent a tweet to the help desk. Today is Thursday and I’m still waiting for a reply. Bit late for the game that was last night !

Less than fifteen minutes before this email was sent out by Mr Wilson the Club was still tweeting that tickets are non-transferable for all cup games.

I would respectfully suggest the Chief Operating Officer and the Managing Director of Operations start investing some time, effort and money into the Operations side of the Club. If they did maybe more people could buy tickets and Pep would get his wish for more fans to come to the game.
 

bluetoby

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30 Dec 2008
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1,262
LOL. Only a City fan could complain about the club giving free flights to its fans.
But I wasn't complaining about free flights but the way City had handled there late announcement meaning that those of us who were going to go whatever had had to lay out large amounts of money with no thought from the club, Maybe that could be brought up at city matters ?
 

Manchester33

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12 Sep 2012
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4,531
Does anyone else think Pep is deluded calling out the fans for not turning up last night?

One of my three tickets didn't get used because of the stupid ticketing system. The attendance was probably down at least 1k because of these issues. He needs to get Danny Wilson to sort it out if he wants bigger crowds!
 

OntarioBlue

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12 Jun 2016
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I was once told by someone much wiser than me “If you want to know how your customers see you, call your own office and see what happens.” I did and I was shocked by the result.

I highly recommend that whilst Danny Wilson is sat at his desk this morning he calls the ticket office. I can almost guarantee there will be action by the end of the day.
 

jrb

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8 Oct 2008
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19,352
I was once told by someone much wiser than me “If you want to know how your customers see you, call your own office and see what happens.” I did and I was shocked by the result.

I highly recommend that whilst Danny Wilson is sat at his desk this morning he calls the ticket office. I can almost guarantee there will be action by the end of the day.

Has he got 5 hours to spare at the moment? ;-)
 

Marvin

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Joined
9 Jan 2006
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45,383
I was once told by someone much wiser than me “If you want to know how your customers see you, call your own office and see what happens.” I did and I was shocked by the result.

I highly recommend that whilst Danny Wilson is sat at his desk this morning he calls the ticket office. I can almost guarantee there will be action by the end of the day.
A functional web-site is a better idea.
 

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