UPDATE Phase 1 renewals

[Leisure]

The club have now informed me that any outstanding Phase 1 renewals will now be renewed automatically at the EarlyBird price, without people having to contact the Ticket Office.

[claretonthecoast1882]

Good move, this is how it should have been done. The only people who needed to get in touch should have been anyone not wishing to renew.

[bfcjg]

At last, an outbreak of commonsense.

[cricketfieldclarets]

At last, an outbreak of commonsense.

After a load of panic stress and calls to premium numbers...

[Rileybobs]

Why wasn’t this always the case? I had presumed that the club had some legal obligation to get all customers to opt back in.

[Loyalclaret]

Wonder if the small number of people that couldn't renew or didn't know about renewing, was not that small in the end? Interesting to see the numbers

[cricketfieldclarets]

Wonder if the small number of people that couldn't renew or didn't know about renewing, was not that small in the end? Interesting to see the numbers

I only knew because of coming on here as well as receiving two emails (that contradicted each other)

All other members of our group didn’t know.

[Leisure]

After a load of panic stress and calls to premium numbers...

Hi James - As far as I'm aware the Ticket Office number isn't a premium number. Agreee that there's certainly been some panic and stress caused by the renewal process!

[ClaretTony]

Wonder if the small number of people that couldn't renew or didn't know about renewing, was not that small in the end? Interesting to see the numbers

Nail on head

[randomclaret2]

The club have now informed me that any outstanding Phase 1 renewals will now be renewed automatically at the EarlyBird price, without people having to contact the Ticket Office.

Do the club intend to communicate this information ?

[fidelcastro]

The club have now informed me that any outstanding Phase 1 renewals will now be renewed automatically at the EarlyBird price, without people having to contact the Ticket Office.

Have I missed something? If this could be done automatically anyway, then why did we all have to faff about setting up new accounts, linking them etc etc?

[Leisure]

Do the club intend to communicate this information ?

They've put an item on the club website today (SEASON TICKET 2021/2022 - Supporter Update 26/04/2021) but I understand that it may be slightly reworded and they'll be putting it out on social media.

[Jambounchained]

I’m fairly miffed. I’ve paid for my season ticket outright for the last 10 years. I didn’t renew at the start of the early bird renewal (was going to to it nearer to the end) but by that time renewals had been cancelled due to COVID.

So I’m now having to pay more. Bit of a joke really.

[Leisure]

Have I missed something? If this could be done automatically anyway, then why did we all have to faff about setting up new accounts, linking them etc etc?

Good question. Possibly may be to do with people needing to set up their SSO (Single Sign on Account) and the club considered they could be done together but in hindsight maybe the 2 things should have been done separately.

[Leisure]

I’m fairly miffed. I’ve paid for my season ticket outright for the last 10 years. I didn’t renew at the start of the early bird renewal (was going to to it nearer to the end) but by that time renewals had been cancelled due to COVID.

So I’m now having to pay more. Bit of a joke really.

They haven't yet announced if prices in Phase 2 will increase. The Burnley FC Supporters Group has approached the club requesting that there be no increase.

[randomclaret2]

They've put an item on the club website today (SEASON TICKET 2021/2022 - Supporter Update 26/04/2021) but I understand that it may be slightly reworded and they'll be putting it out on social media.

Thanks Leisure

[Leisure]

SEASON TICKET 2021/2022 - Supporter Update 26/04/2021

A notice to season ticket holders regarding 2021/2022 renewals

Dear season ticket holders,

We apologise that we have not yet been able to respond to all the outstanding email queries and phone calls from 2020/2021 season ticket holders, with questions about the first phase of season ticket renewals for the 2021/2022 season.

We want to assure all current season ticket holders, who have funds OnAccount, and have not yet renewed due to outstanding issues, that you will have your EarlyBird price freeze honoured as we work to resolve these issues with you over the coming week.

We appreciate your patience as we work to get all queries replied to and any issues resolved.

The ticket office at Turf Moor is now back open Monday to Friday from 10am to 4pm and can be contacted via email: ticketoffice@burnleyfc.com or by phone on 01282 446800 (option 2)

We thank you for your support. UTC!

************************

The above doesn't actually say that if you haven't already emailed the Ticket Office to register your intention to renew that you now don't need to but that is the case. Everyone in Phase 1 who haven't already renewed will automatically be renewed unless they tell the club specifically that they don't wish to renew. I think that this is a good move by the club, as it now takes some pressure off the Ticket Office staff and allows them to focus on responding to the backlog of emails.

[Jambounchained]

They haven't yet announced if prices in Phase 2 will increase. The Burnley FC Supporters Group has approached the club requesting that there be no increase.

That would be appreciated!

Thanks for the info.

[scouseclaret]

Are the phone lines being manned again now? It said on the website to send an email. I sent them a question about trying to renew my son’s ticket last week and still waiting for a response.

[bobinho]

Getting there aren’t they?

[Leisure]

Are the phone lines being manned again now? It said on the website to send an email. I sent them a question about trying to renew my son’s ticket last week and still waiting for a response.

Yes, the phone lines should be being answered. They had a backlog of about 1000 emails last week, so it will take some time to get around to answering them all. But if your son qualifies to renew in Phase 1 then his EarlyBird price is guaranteed, even if it's not actually been renewed yet.

[cricketfieldclarets]

Hi James - As far as I'm aware the Ticket Office number isn't a premium number. Agreee that there's certainly been some panic and stress caused by the renewal process!

That’s the number I have. It’s not a premium £1 a minute rate. But you do have to pay to call it and connect to it. Unlike local or 03 numbers. But that’s been done to death on here before now.

[Leisure]

That’s the number I have. It’s not a premium £1 a minute rate. But you do have to pay to call it and connect to it. Unlike local or 03 numbers. But that’s been done to death on here before now.

Now it's 01282 446800 option 2 and has been for quite a while.

[cricketfieldclarets]

Now it's 01282 446800 option 2 and has been for quite a while.

It wasn’t on the link from the email they sent last week.

Also if you ring it. It rings and works and answers as the home of the clarets and then rightly explains its chargeable.

[ClaretTony]

It wasn’t on the link from the email they sent last week.

Also if you ring it. It rings and works and answers as the home of the clarets and then rightly explains its chargeable.

So they put one number on the website and another on emails. Why am I not surprised?

[claretonthecoast1882]

So they put one number on the website and another on emails. Why am I not surprised?

Who is the decision maker for this department ?

The position the staff in the ticket office are put in is really poor, it gets worse with more communication

[bfcjg]

The good news is they have simplified the online renewal and ticket buying.

How to renew in 1287 simple steps.

images.jpeg-1.jpg (16.17 KiB) Viewed 3612 times

[BabylonClaret]

This is good news. A shambolic and frankly disgraceful approach to the whole thing.

A couple of bland emails titled "update" are hardly the way to communicate such a radical shift in policy. Particularly when previously we've had up to 3 full renewal packs which all give info and then "if you direct debit no need to do anything"


Not great from our new owners and it's made me think we aren't really better off at all

[ClaretTony]

This is good news. A shambolic and frankly disgraceful approach to the whole thing.

A couple of bland emails titled "update" are hardly the way to communicate such a radical shift in policy. Particularly when previously we've had up to 3 full renewal packs which all give info and then "if you direct debit no need to do anything"


Not great from our new owners and it's made me think we aren't really better off at all

I wouldn’t be pointing the fingers at the new owners. All this nonsense was in place before they arrived.

[FeedTheArf]

Whether things were in place or not the new owners have had plenty of time to change tack and undo them.

“Thanks for sticking with us this last season Burnley fans. All those who prepaid will be automatically renewed. Those who didn’t get the chance to renew, the early bird period will last until xxxx. If you don’t want to renew and claim a refund contact the ticket office by xxxx.

We recognise this has been a difficult period financially for a number of our clarets family so please disregard any thinly veiled threats from the previous owners/CEO/whoever of price increases or losing your seat. All prices are frozen.

Thanks for your support”

[ClaretTony]

Whether things were in place or not the new owners have had plenty of time to change tack and undo them.

“Thanks for sticking with us this last season Burnley fans. All those who prepaid will be automatically renewed. Those who didn’t get the chance to renew, the early bird period will last until xxxx. If you don’t want to renew and claim a refund contact the ticket office by xxxx.

We recognise this has been a difficult period financially for a number of our clarets family so please disregard any thinly veiled threats from the previous owners/CEO/whoever of price increases or losing your seat. All prices are frozen.

Thanks for your support”

Spot on. I didn’t suggest they couldn’t have done something, just that they weren’t responsible for putting any of this nonsense in place in the first place.

[FeedTheArf]

Spot on. I didn’t suggest they couldn’t have done something, just that they weren’t responsible for putting any of this nonsense in place in the first place.

Which makes it all the more puzzling as to why the new owners didn’t seize it as an easy opportunity to get fans onside.

Let’s face it, any price increase for season tickets is going to have a negligible affect on the bottom line and with things as they are for people financially any increase is going to be offset by the fans who choose not to renew - whether that’s for financial reasons or they’ve learned they can live without going on the Turf for the last 12 months.

[Leisure]

Which makes it all the more puzzling as to why the new owners didn’t seize it as an easy opportunity to get fans onside.

Let’s face it, any price increase for season tickets is going to have a negligible affect on the bottom line and with things as they are for people financially any increase is going to be offset by the fans who choose not to renew - whether that’s for financial reasons or they’ve learned they can live without going on the Turf for the last 12 months.

Fully agree and Burnley FC Supporters Groups have included that reasoning as part of the case which we've put to the club when asking for them to consider a price freeze for Phase 2.

[FeedTheArf]

Fully agree and Burnley FC Supporters Groups have included that reasoning as part of the case which we've put to the club when asking for them to consider a price freeze for Phase 2.

It sounds like you're doing great work Leisure.

I genuinely think a lot of companies are going to be surprised with how much their customers behaviors have changed as a result of the last year.

[ClaretTony]

It sounds like you're doing great work Leisure.

I genuinely think a lot of companies are going to be surprised with how much their customers behaviors have changed as a result of the last year.

We've really done our best with this with Leisure leading on it - goodness knows how many hours he's put in.

[Acting Claret]

I followed all the instructions and linked everything ok. My seat was in my ticket wallets couple of weeks ago. Now it’s empty. Should I be concerned or is it the same for everyone?

[Funkydrummer]

I followed all the instructions and linked everything ok. My seat was in my ticket wallets couple of weeks ago. Now it’s empty. Should I be concerned or is it the same for everyone?

God knows, we've sacked it and, rather bizarrely, trusted the club to get it right !!!!!!

[Leisure]

I followed all the instructions and linked everything ok. My seat was in my ticket wallets couple of weeks ago. Now it’s empty. Should I be concerned or is it the same for everyone?

If this is on the App. it's still being tested and isn't fully functional yet. My ST isn't showing in my Wallet.

[bfcjg]

If this is on the App. it's still being tested and isn't fully functional yet. My ST isn't showing in my Wallet.

Unbelievable that this thing is being tested live and not controlled testing, why haven't the club emphasised this more vigorously?

[Leisure]

Unbelievable that this thing is being tested live and not controlled testing, why haven't the club emphasised this more vigorously?

I've just checked back on the email which I received from the club about this and to be honest I'm now not sure if they meant that the whole App. was still being tested or just the Ticket Wallet part of it.

[cricketfieldclarets]

Now it's 01282 446800 option 2 and has been for quite a while.

Someone might want to tell the club.

Oh and when you ring the 01282 it says it’s closed and you might want to try buying on the website

[NewClaret]

Whatever this software is it is seriously ****.

I feel a bit sorry for AP as they are clearly trying to move forward the ticketing software (the right thing to do) and they will therefore be reliant on external providers who appear to be letting them down badly.

Looks like data quality issues and a complete lack of testing to me.