Confirmation and clear instruction wanted !

[loyalroyaldaz]

Now I know I'm gonna get the old stupid idiot, oxf*rd off newbie shite, but can anybody point out to me on the OS where it mentions this:
we have four ST's in the house, 2 adult in East Stand and 2 17-21 concessions in the North Stand.
Yesterday my son who usually sits in the east stand with me decided he wanted to see what the view was like from the north so assuming you can't use a ST to gain entry to a different stand he swapped with my son in law.
My son in law who has a 17-21 ST came in with me on my sons adult ST no problem but my son got stopped by a steward upon entering the North stand. No problem he thought,he didnt lie or try and bluff his way out of it,one of those nice ladies with the little PDA will take an upgrade fee and that will be that.
Not a bit of it. She calls over a Tango who gets right gobby and won't listen to a word. Tells him he has to now pay FULL PRICE, not just the upgrade and promptly throws him out keeping my son in laws ST as well.
So now they have not only have TWO payments for that seat but a concession sitting in the East stand on a ful price ST as well.
My Gripe is not that my son had to pay an upgrade, I guess that's a chance you take, but where does it say you have to pay again for a full price ticket (that incidentally still got printed with my son in laws name and ST number on it) and they basically pocket the concession price that has already been paid?

[Rex]

Not sure that is good customer relations really, but it would have been wise to have spoken to the ticket office and sorted this out in a calmer atmosphere prior to gaining entry. Speak to the customer services department to see if this issue can be resolved.

[loyalroyaldaz]

In hindsight you are no doubt right I genuinely believed that's what these customer service people with their little pda's were for and I just can't find anywhere that tells you that they can charge full price again even when you have the season ticket. If the bolshy little bitch steward had listened then all they had to do was ring my son in law who was sat with me in the east stand and they could have swapped back seats again.

[Turnball ACs]

Football supporters get a lot of bad press for poor behaviour, but with clubs/employees/stewards etc continuing to treat us like shite instead of paying customers who fund their jobs, we'll never have respectful, well behaved people at matches.

God I hate jobsworth aresheads.

[Rex]

In hindsight you are no doubt right I genuinely believed that's what these customer service people with their little pda's were for and I just can't find anywhere that tells you that they can charge full price again even when you have the season ticket. If the bolshy little bitch steward had listened then all they had to do was ring my son in law who was sat with me in the east stand and they could have swapped back seats again.

Ah but that means going the extra mile when she had probably come to the quick conclusion that the card was being used to gain entry at the concession price.
The other presumption is the card was 'illegitimately' acquired.

[PieEater]

It's called customer service, anything out of the norm is your fault and they'll screw you for it.

I was told something similar when my son left his member card at uni, he called the TO before the game and they said they'd print him a paper ticket. When he got there this turned out to me a mistake and he had to pay full price for the same seat again.

[Royal Lady]

It's called customer service, anything out of the norm is your fault and they'll screw you for it.

I was told something similar when my son left his member card at uni, he called the TO before the game and they said they'd print him a paper ticket. When he got there this turned out to me a mistake and he had to pay full price for the same seat again.

If the member card had a seat for that particular game already loaded on it, it should be easy enough to check and just issue a paper ticket to him. So they were wrong to make you pay again.

[Rex]

It's called customer service, anything out of the norm is your fault and they'll screw you for it.

I was told something similar when my son left his member card at uni, he called the TO before the game and they said they'd print him a paper ticket. When he got there this turned out to me a mistake and he had to pay full price for the same seat again.

If the member card had a seat for that particular game already loaded on it, it should be easy enough to check and just issue a paper ticket to him. So they were wrong to make you pay again.

Indeed they were RL. The issue for the club here was this was done after going through the turnstile and not before. (not agreeing with the clubs position on this BTW).

[Royal Lady]

I thought PieEater means that when his son got there to get his printed paper ticket, they told him he couldn't have a ticket to replace the member card left at home and he had to pay full price?

[Rex]

Whoops. I'm not sure how the club can justify that one either. The ticket sale would have come up on transaction history. Fair enough for paying for a reprinted member card but i'd certainly challenge the issue.

[themadstad]

It may be worth writing to Paul Collins, see what explanation he can offer. The staff attitude will also be worth mentioning.

[loyalroyaldaz]

Im going down there tomorrow with all the season tickets except the one they took off my son obviously. I am taking all Id's and receipt from having to pay full price and i will be demanding an explination. As i said my son was trying to call me on the phone to send my son in law round so they could swap back Season Tickets but the horrible little woman insisted he left immediately.
And i still cant find anywhere on the OS that states basically we make you pay full price and then pocket the money already paid on that seat !

[AthleticoSpizz]

good luck fellah

personally, I (the customer) got fed up with being taken for granted and dicked around...all in the name of football

Football seems to be a law unto itself that bypasses all other consumer expectations and rights

[EPR]

And i still cant find anywhere on the OS that states basically we make you pay full price and then pocket the money already paid on that seat !

It's right next to the bit that says that if a concession goes in on a full price ST and gets caught you will get a refund of the difference.

[Elm Park]

In hindsight you are no doubt right I genuinely believed that's what these customer service people with their little pda's were for and I just can't find anywhere that tells you that they can charge full price again even when you have the season ticket. If the bolshy little bitch steward had listened then all they had to do was ring my son in law who was sat with me in the east stand and they could have swapped back seats again.

I'm actually with the club on this, although it's a little harsh, with the exception of any attitude. From the clubs point of view, they have no way to know who has used the full price ticket, even if they contacted your son-in-law who is to say who used the ticket to gain entry and don't forget they have thousands of people trying to gain entry in a very short time period The club have a right to protect their revenue and if they catch someone trying to cheat (not saying you were but that's how it would appear) by using a concession ticket then there needs to be a penalty (like having to pay the full price not just the upgrade) although this should be in the Terms somewhere, try doing it on the trains and getting caught and see what happens.

Whenever, I have had to do something similar, the club have always been very helpful. In future always contact the club in advance don't just hope they won't notice.

[melonhead]

cant see that being harsh at all


tried to jib in on a concession ticket- no excuses, no blame on the club- they cant just let everyone in who does that cos they say they have a good excuse.
should have sorted it through the club before hand.

[Silver Fox]

Sounds like he was lucky not to just get ejected and have the season ticket he tried to jib in on confiscated. I guess the attempoted jib isn't an arrestable offence?

[Yellowcoat]

Clear instructions are given on the ticket terms and conditions webpage of the ticket area of the website. It states there that anyone wrongly using a concession ticket may be liable to refusal of entry or ejection without refund. Seems they acted within their rights.

[PieEater]

I thought PieEater means that when his son got there to get his printed paper ticket, they told him he couldn't have a ticket to replace the member card left at home and he had to pay full price?

That's right, that is their policy according to the East stand TO manager. Apparently they are unable to check if the card had already been used so it's their way of closing a potential scam. They didn't understand my point about paying again for the same seat rather defeating that logic, but that's customer service.

[Croydon Royal]

Sorry to steer the thread very slightly off topic, but something I've never known the answer too (it's probably quite obvious but I've never checked) - if you have an adult season ticket does it have to be used by the person named on it? I know it would be a big shock if they were ever to check, but say a female Season Ticket holder couldn't go one match and gave it to a male friend to use, could that bloke be refused entry? I'm thinking if they have trouble with the card reader and have to ask a steward for help, they may think it a little odd that the person using it had a girls name...