ARTICLE: Burnley confirm ticket refunds

[Targetman]

Slightly off subject I know but........

Three of us had tickets for the England v Italy friendly at Wembley on 27th March. The game was cancelled because of the lockdown, the FA duly refunded us the cost of our match tickets.

We were also due a refund from Avanti West Coast for our train tickets. We returned the tickets to them as they requested around 3 months ago. We heard nothing from them despite several attempts by us to find out what was happening about our refund.

We were unable to get through on the phone and our emails were unanswered, then out of the blue last week I noticed that Avanti had put the refund money into my bank account.

Although obviously happy that we had at last been refunded it had taken 3 months for Avanti to do this and they had just ignored us for all that time.
None existant customer service!

I'm certainly not condoning the lack of information from Burnley Football Club but they certainly aren't alone in acting this way. Regular updates, even if its not what you wanted to hear, would always be most welcome by fans/customers.

[ClaretTony]

I know its not a normal thing the club are geared up to deal with, but its not like they are busy selling tickets.

The ticket office won't be dealing with the financial side of the refunds.

[ClaretTony]

Slightly off subject I know but........

Three of us had tickets for the England v Italy friendly at Wembley on 27th March. The game was cancelled because of the lockdown, the FA duly refunded us the cost of our match tickets.

We were also due a refund from Avanti West Coast for our train tickets. We returned the tickets to them as they requested around 3 months ago. We heard nothing from them despite several attempts by us to find out what was happening about our refund.

We were unable to get through on the phone and our emails were unanswered, then out of the blue last week I noticed that Avanti had put the refund money into my bank account.

Although obviously happy that we had at last been refunded it had taken 3 months for Avanti to do this and they had just ignored us for all that time.
None existant customer service!

I'm certainly not condoning the lack of information from Burnley Football Club but they certainly aren't alone in acting this way. Regular updates, even if its not what you wanted to hear, would always be most welcome by fans/customers.

I had train tickets for the Crystal Palace game and a friend of mine for both that and West Ham. As it happened, we booked via Trainline because they were cheaper than Avanti direct and the refunds took just a few days. I'm told that Avanti have been very slow.

[ClaretTony]

Has anyone actually received a ST refund yet?

I'm not desperate, just curious.

I don't think that part of the process has started yet

[Bosscat]

Our London train tickets (trainline) were refunded within days of cancellation... the theatre and Hotel tickets are a bloody voucher so will probably lose that money ..... thats with Hoteldirect.com

[longhair]

Refund in bank last Friday

[Claret Till I Die]

I've had more luck getting refunds out of Easyjet !!

[Grumps]

The ticket office won't be dealing with the financial side of the refunds.

Ok, but the staff could be used if they are not doing anything else at present

[ClaretTony]

Ok, but the staff could be used if they are not doing anything else at present

Ticket office staff are not going to start dealing with matters from the finance department.

[2 Bee Holed]

2nd July
I've just checked again. It's still not in.
I am beyond depressed now.

3rd. July.
I've just checked again. It's still not in.
I am beyond being beyond depressed now.

[claretonthecoast1882]

3rd. July.
I've just checked again. It's still not in.
I am beyond being beyond depressed now.

If it is genuinely depressing you is it wise to keep checking the account and reading this thread. You know the money will be returned to you in the near future they aren't going to keep it.

[2 Bee Holed]

If it is genuinely depressing you is it wise to keep checking the account and reading this thread. You know the money will be returned to you in the near future they aren't going to keep it.

I have to check my bank at least twice per day.
Thanks for your empathy.
I suggest you have never been so destitute that you have to use food banks.
Am I correct?

[claretonthecoast1882]

I have to check my bank at least twice per day.
Thanks for your empathy.
I suggest you have never been so destitute that you have to use food banks.
Am I correct?

Empathy ? Which is why I said about checking each day and reading this thread. Is it helping you by posting daily on this thread that you haven't had it ?

If it is helping you then I apologise and carry on.

[ClaretAL]

I understand that peoples fortunes have changed from what was planned due to the pandemic, and that every penny counts. However this is money that the same people never had as it was presumably OK financially to agree to spend that amount on the ticket in the first place, but again I really do get every penny counts at the moment and this money is like a bonus coming back to them. However surely the same people cant then be complaining about the possibility of loosing their seat for next season, as again they don't know their financial position for next season so wouldn't want to put themselves in the same position again?
I get the communication from the club sometimes leaves a lot to be desired, and they have taken the grief from that, but to keep using the same argument daily isn't going to make it better, but actually probably increase the anxiety amongst a few. They are obviously trying to remedy the situation the best they can, and I am sure with the amount of discontent around about the issue there are financial bodies watching the process and happy that the club are doing right by the fans. It is natural in the current circumstances for every straw to break the camels back and patience is a valuable commodity, but just stay safe in the knowledge that this "bonus" will land back in your account as soon as the club can get it there, and whenever that is it is obviously going to be a good help whether it is this week next week or the week after.

[Leisure]

I have to check my bank at least twice per day.
Thanks for your empathy.
I suggest you have never been so destitute that you have to use food banks.
Am I correct?

Just out on interest, how many season tickets are you waiting for the refund for?

[ClaretTony]

3rd. July.
I've just checked again. It's still not in.
I am beyond being beyond depressed now.

I wouldn't keep looking because the payments aren't, from what I know, imminent.

[Swizzlestick]

They may get around to some communication at some point, who knows. Crazy thought I realise.

[2 Bee Holed]

Just out on interest, how many season tickets are you waiting for the refund for?

Why?
But to answer your question 2.
Which would have been enough to feed the family this week.

[Leisure]

Why?
But to answer your question 2.
Which would have been enough to feed the family this week.

Thanks. I was just trying to guage the scale of the refund you were due.

[Sheedyclaret]

They may get around to some communication at some point, who knows. Crazy thought I realise.

Wouldn't bother with the communication its normally wrong anyway...

[taio]

They may get around to some communication at some point, who knows. Crazy thought I realise.

Good point and it's this aspect that is particularly poor. I don't need the money - although some clearly do in difficult times - but it's a matter of principle for me because the least I expect is a further email after they missed their own deadline. That's not too much to ask.

[ClaretTony]

the least I expect is a further email after they missed their own deadline

A deadline was never set - didn't they just say the aim was to have it completed by 26th June?

[2 Bee Holed]

I wouldn't keep looking because the payments aren't, from what I know, imminent.

I have to keep looking at my bank, it is a twice daily balancing act.
I also keep checking this thread to try and ascertain if payments are starting to be made.

BFC are among several companies to whom I have paid money and not received the service I paid for.
I wouldn't class this payment as a 'bonus' as somebody above described.
It is a re-reimbursement for failure to provide said service as per the contract.
Believe me, when your financial position has altered as significantly as mine has, then every penny counts.

Some Companies have been very good and returned the money when the said they would.
This enables me to try and budget.
Others have not been as good and are making budgeting impossible.

It seems clear that you have information Tony,
so why the club cannot communicate this with all supporters is infuriating.

[ClaretTony]

I have to keep looking at my bank, it is a twice daily balancing act.
I also keep checking this thread to try and ascertain if payments are starting to be made.

BFC are among several companies to whom I have paid money and not received the service I paid for.
I wouldn't class this payment as a 'bonus' as somebody above described.
It is a re-reimbursement for failure to provide said service as per the contract.
Believe me, when your financial position has altered as significantly as mine has, then every penny counts.

Some Companies have been very good and returned the money when the said they would.
This enables me to try and budget.
Others have not been as good and are making budgeting impossible.

It seems clear that you have information Tony,
so why the club cannot communicate this with all supporters is infuriating.

I don't have information really other than the finance department will be making the payments. It appears that the 26th June was a date given from outside that department.

I do appreciate your situation, I really do.

BTW: Have you see the FAO thread for yourself?

[taio]

A deadline was never set - didn't they just say the aim was to have it completed by 26th June?

Deadline was the wrong word. But yes 26 June was highlighted and therefore it is entirely reasonable to expect a follow-up email, especially as it's so easy to circulate a standard email from a mailing list. It's basic customer care.

[2 Bee Holed]

A deadline was never set - didn't they just say the aim was to have it completed by 26th June?

So is the 26th June a 'Target' then and not a 'Deadline' ?

Either way the club have failed to achieve something by a set date and as such should be communicating with us
and setting a new 'deadline', wouldn't you agree?

Is this in some way related to the final payment of the TV money?
If not, what is the hold up?

[Spike]

Why?
But to answer your question 2.
Which would have been enough to feed the family this week.

Are you honestly saying that cannot feed the family?

Is this a new situation with you having 2 direct debit season tickets

[ClaretTony]

So is the 26th June a 'Target' then and not a 'Deadline' ?

Either way the club have failed to achieve something by a set date and as such should be communicating with us
and setting a new 'deadline', wouldn't you agree?

Is this in some way related to the final payment of the TV money?
If not, what is the hold up?

Was published as a target, not a deadline. Nothing is holding it up, there is just no way they could have got it done in that time.

[2 Bee Holed]

BTW: Have you see the FAO thread for yourself?

Nope, you have lost me there. Where is that?
Does it tell me when I'll be paid?

[fidelcastro]

Refund in bank last Friday

You must be the only one who has received any refund!

[taio]

Was published as a target, not a deadline. Nothing is holding it up, there is just no way they could have got it done in that time.

Only thing need to do, and certainly should do, is send a standard email to everyone to explain the original date was wrong and to provide an update and revised timetable. They might also want to make an offer of having a process to issue urgent refunds in genuine exceptional circumstances. This should be most straightforward.

[ClaretTony]

Nope, you have lost me there. Where is that?
Does it tell me when I'll be paid?

No, someone is asking you to contact them - it will be genuine, I know the poster. See link below, the thread is on the front page.

viewtopic.php?f=2&t=48198

[2 Bee Holed]

Are you honestly saying that cannot feed the family?

Is this a new situation with you having 2 direct debit season tickets

Yes, I cannot feed the family. I am using food banks.

I don't have the season tickets now, I have had to cancel the DD payments for 20/21.
No, it's not new. I have had at least 2 tickets since 2008 and on and off before then.
Why?

As a family we have had a massive drop in income due to covid.

Where are you going with these questions?

[aggi]

Just for those wondering, it's incredibly unlikely that these will be processed by making the payments one-by-one. Normal process would be to pull the details from your ERP system and create an XML or CSV file with the payment details. Assuming they had a decent system this would be a matter of hours to generate the list and then some more time for some testing to ensure that the list you've generated is correct.

This has probably been massively complicated by options such as "donating" the money to the club or refunding to Team Cards. This means that the file that was initially generated (a pretty straightforward refund everyone list) will need to be cross referenced with replies and amended. If the names are all matching nicely that is easy enough but it's unlikely that will be the case and it will require a fair bit of manual intervention.

tl;dr
Just refunding all the payments should have been quick. The introduction of other options will have slowed it down a lot.

Obviously communication could have been much better but that's nothing new.

(EDIT: I forgot that not everybody pays by direct debit. The above would be for direct debit ones where they have the account details. For those who pay by other means they would need account/card details)

[Bordeauxclaret]

Yes, I cannot feed the family. I am using food banks.

I don't have the season tickets now, I have had to cancel the DD payments for 20/21.
No, it's not new. I have had at least 2 tickets since 2008 and on and off before then.
Why?

As a family we have had a massive drop in income due to covid.

Where are you going with these questions?

Really sorry to hear this about anyone let alone a fellow claret.

[2 Bee Holed]

No, someone is asking you to contact them - it will be genuine, I know the poster. See link below, the thread is on the front page.

viewtopic.php?f=2&t=48198

Thank you Tony.

That poster has restored my faith in humanity and Burnley fans.

[yosserhughes]

Are you honestly saying that cannot feed the family?

Is this a new situation with you having 2 direct debit season tickets

For someone to go on a Internet forum and state he or she are struggling to survive must be in trouble.

I'm not having a go at you for your comment.

Hope you and your family get through these bad times.

Hope you get sorted soon 2 Bee Hole.

[ClaretTony]

Thank you Tony.

That poster has restored my faith in humanity and Burnley fans.

There are a lot of good people around - I’ve found that out so much recently.

[Funkydrummer]

Still no refund here and no extra points on my team card either.

This despite completing the online form on the day it was published.

Still not certain that they have received my application as no acknowledgement has ever been received.

[ClaretTony]

Still no refund here and no extra points on my team card either.

This despite completing the online form on the day it was published.

Still not certain that they have received my application as no acknowledgement has ever been received.

The extra points were automatically applied to the Team Cards. Something wrong if they haven’t gone on. You should see them added and then removed again once you’ve applied for the refund.

[Funkydrummer]

The extra points were automatically applied to the Team Cards. Something wrong if they haven’t gone on. You should see them added and then removed again once you’ve applied for the refund.

That's not happened here Tony unfortunately. Think I need to contact the club, but am reticent to do
so as this will slow the process down even more. The last thing that they need right now is people
slowing them down.

[ClaretTony]

That's not happened here Tony unfortunately. Think I need to contact the club, but am reticent to do
so as this will slow the process down even more. The last thing that they need right now is people
slowing them down.

The adding of points was an automatic process - they are then removed again when the refund application is processed.

[ClaretAL]

Should look a little like this Funky... But processed doesn't mean hit your account, as nothing hit mine as yet, so presume this is just the early stage of adding fans to certain piles ready to go through the process of refunds. Also not sure where that media number comes from either as that's not the account the DD comes from and also not any of my cards.

Capture.PNG (9.98 KiB) Viewed 2779 times

[ClaretAL]

ahh the number is your season ticket card number DOH! That's my sons that's why I couldn't work it out

[canalking]

The Media number appears to be the last 4 numbers of the bar code on back of Team Card.

[Spike]

Yes, I cannot feed the family. I am using food banks.

I don't have the season tickets now, I have had to cancel the DD payments for 20/21.
No, it's not new. I have had at least 2 tickets since 2008 and on and off before then.
Why?

As a family we have had a massive drop in income due to covid.

Where are you going with these questions?

This has touched my heart would love to make a one off donation to a fellowClaret in need

[Funkydrummer]

Should look a little like this Funky... But processed doesn't mean hit your account, as nothing hit mine as yet, so presume this is just the early stage of adding fans to certain piles ready to go through the process of refunds. Also not sure where that media number comes from either as that's not the account the DD comes from and also not any of my cards.

Capture.PNG

Cheers for that ClaretAL. I'm going to have to do some investigation, I can see it coming.

I'm sure I'll get there in the end, by hook or by crook.

[paulatky]

I wouldn't keep looking because the payments aren't, from what I know, imminent.

If thats the case its very poor on the part of the club.

Surely by now they should have an appreciation of the work required and a reasonable time scale, and that timescale should be communicated.

[Awayfromburnley]

I've gone from annoyed as I need the money, to a bit "meh", to being annoyed again.

All they need to do is update a Web page or issue a press release.

"sorry there have been a few delays, if you need it please call us and we may be able to prioritise it. Otherwise it may be roughly another 10 days. We do genuinely value your patience and we are sorry it has taken longer, we are just having a few capacity issues"

[2 Bee Holed]

"sorry there have been a few delays, if you need it please call us and we may be able to prioritise it. Otherwise it may be roughly another 10 days. We do genuinely value your patience and we are sorry it has taken longer, we are just having a few capacity issues"

Is this your suggested press release or have you read it somewhere?