Season tickets getting sent to wrong address

[ClaretsPadiham]

The amount of people iv seen sharing stuff on social media about them getting delivered season tickets for people they don’t know is a joke. People who don’t even like football too and have never been on the Turf so won’t have a history of buying tickets.

Shambles from the club….

[Woodleyclaret]

Mine was sent to an address we left 3 yrs ago
New ones to be collected on Saturday when we go up. Very poor as I have had tickets delivered to my new address since we moved

[kaptin1]

Mine was sent to my old address even though I’d updated all the details on the website. Fortunately, the homeowner co tasted me to let me know. Tried calling ticket office last week and just rang out before line went dead (did this twice). Emailed and not yet had a response. Utterly crap customer service.

[ArmchairDetective]

Mine sent to my previous address. Thankfully it's a family member that lives there!

[Targetman]

My season ticket was sent to an address where I've never lived, fortunately the people who live there know me and kindly delivered my ticket to me.

Guess what?......
The exact same thing happened last year, my season ticket was sent to that address!

I could perhaps understand a little if it had been an old address of mine but I've certainly never lived there.

[The Shire Claret]

Me too - old address from 3 years ago

2 season tickets - both to my old address … but 3 days apart

My last season tickets came to my new address 2 years ago

Madness

[Loyalclaret]

Watched game with two friends last night, one's had been delivered to his old address (he tenants contacted him before going on holiday) and the other had not got it but now suspects it will be at his old address.

Assume this has been a costly mess.

[1fatclaret]

Bumping this back up as this has happened to me for the 2nd year in a row. All details correct on the website so no idea how it’s happened. 2 of 4 tickets received. No sign of other 2

[AGENT_CLARET]

My son's turned up at my house even though he's lived in his own house for seven year's and all his previous ticket's went to his own home address

[Whitgord]

They must be using an out of date database. It is such a simple thing to check. It won’t help that they have more than one active customer database for their various systems eg tickets, membership, loyalty. They need to employ someone to go through their databases alphabetically and try and remove duplicates and addresses older than the most recent. This is assuming any changes have been timestamped. A fiddly task but essential now that they have got so much false data.

[Whitgord]

Or better still, move into the 21st century and make all their systems reference the same single database.

[northeastclaret]

Me too sent three season tickets to an old address from over three years ago , yet had dozens of tickets etc sent to my new address since I moved.

Stunning incompetence from the ticket office.

[jackobfc]

Went to get mine re printed yesterday after it never arrived, the lad in the ticket office said the ticket company had used default addresses which were the addresses used when registering (I think) instead of peoples current addresses. He re printed my card and cancel the lost one straight away.

[claretburns]

I don't know the ins and outs of the rules but is this not potentially a massive GDPR breach by the club?

[dougcollins]

I don't know the ins and outs of the rules but is this not potentially a massive GDPR breach by the club?

It most certainly is.

You could contact the Data Protection Officer via email -if they hadn't put a corrupt link on their site.

[Big Vinny K]

It most certainly is.

You could contact the Data Protection Officer via email -if they hadn't put a corrupt link on their site.

Definitely a number of breaches of GDPR
This is the correct email address

dpo@burnleyfc.com

The more people who raise a complaint formally the better. The club cannot continue to get away with this season after season.

[ClaretTony]

Went to get mine re printed yesterday after it never arrived, the lad in the ticket office said the ticket company had used default addresses which were the addresses used when registering (I think) instead of peoples current addresses. He re printed my card and cancel the lost one straight away.

That’s got to be nonsense.

[NewClaret]

Went to get mine re printed yesterday after it never arrived, the lad in the ticket office said the ticket company had used default addresses which were the addresses used when registering (I think) instead of peoples current addresses. He re printed my card and cancel the lost one straight away.

That’s exactly what I expected. I struggle to understand why the ticket manufacturers were given anything other than the current address though.

What a monumental **** up.

The club should issue some comms on it and an apology.

[Dressinggown]

On the flip side my card arrived last week at the right address but I can't now find it.

[wilks_bfc]

On the flip side my card arrived last week at the right address but I can't now find it.

Give it a few more days.

I’m sure somebody else’s will be delivered to your address

[LincsWoldsClaret]

See the Season Tickets thread for a whole lot more on this

[Walton]

Definitely a number of breaches of GDPR
This is the correct email address

dpo@burnleyfc.com

The more people who raise a complaint formally the better. The club cannot continue to get away with this season after season.

Wouldn't fall under a GDPR breach, as there's no sensitive personal information or special characteristics involved

[aggi]

That’s got to be nonsense.

It sounds like a reasonable explanation. When I bought a Blackburn ticket I noticed that it showed up as a very out of date address on the purchase confirmation (doesn't actually matter as they are digital) even though the only address I can see on my profile on the website is my current one (and I've had lots of tickets delivered since I moved).

[ClaretTony]

It sounds like a reasonable explanation. When I bought a Blackburn ticket I noticed that it showed up as a very out of date address on the purchase confirmation (doesn't actually matter as they are digital) even though the only address I can see on my profile on the website is my current one (and I've had lots of tickets delivered since I moved).

It's a resonable explanation that a third party company had used default addresses from when people registered, this a third party company who weren't involved at the time when those people registered. It is surely more the case that the ticket company has been given the wrong database.

[NewClaret]

It's a resonable explanation that a third party company had used default addresses from when people registered, this a third party company who weren't involved at the time when those people registered. It is surely more the case that the ticket company has been given the wrong database.

I would’ve thought we provide a single file (.csv file or the like) to the ticket-producing company with the names, seat numbers and addresses to send the tickets to.

I can’t see why they would be sent more than one address to select from!! If we provided more than one it was an accident waiting to happen and you do have to question why we would supply a third party more data than was necessary to fulfil their role.

[quoonbeatz]

The 'default address' explanation is indeed nonsense. All 5 of our tickets went to my brother's address. 4 of us have never lived there and apart from his own season ticket, he's never bought other any other tickets (either me or my dad have got them for him on f&f). He was also the last of us to have a ST so his wouldn't have been our default addresses.

[Jambounchained]

Mine still hasn't rocked up.

Will have to head over in my dinner our on Friday - will they print me a new one there and then?

Thanks

[mybloodisclaret]

Mine still hasn't rocked up.

Will have to head over in my dinner our on Friday - will they print me a new one there and then?

Thanks

Seems that's what they have been doing.

[clarethomer]

The club should be reporting these as personal data breaches to the ICO.

You don’t need to use the specific data protection email to complain to the club- in fact you could add the fact the link is broken to the complaint.

Here is a link for anyone who is worried about how there data has been handled.

https://ico.org.uk/make-a-complaint/dat ... omplaints/

[Boss Hogg]

Still not got mine. This looks like a proper balls up. Very good point about data breaches too. They are not allowed to hold out of date data.

[Big Vinny K]

Wouldn't fall under a GDPR breach, as there's no sensitive personal information or special characteristics involved

GDPR covers a very wide range of data management issues.
Maintenance of customer data is just one of these. As is how data is provided to third parties for things like outsourced mailing exercises.

The club hold various pieces of personal data for its season ticket holders - bank details, addresses, telephone numbers etc. If as is being reported that data is not maintained correctly when a customer makes a change that is not actioned or the information varies across at least 4 of its databases with some out of date then I think that’s a breach of the regs.

I worked previously for an organisation that made a pretty significant mistake with a file it’s sent for to a third party fulfilment agency for a mailing campaign and they received a pretty sizeable fine from the regulator and had to provide assurances and evidence that processes were put in place to prevent it happening again before they were allowed to undertake another customer mailing. There was nothing sensitive in the mailing.

[Big Vinny K]

The club should be reporting these as personal data breaches to the ICO.

You don’t need to use the specific data protection email to complain to the club- in fact you could add the fact the link is broken to the complaint.

Here is a link for anyone who is worried about how there data has been handled.

https://ico.org.uk/make-a-complaint/dat ... omplaints/

My understanding is that before the Data Commissioner will review any complaints you have to make a complaint to the company’s DPO. They then have 30 days to investigate / respond. After that point the data commissioner will look at it if you want to make a complaint to them.

I’ve put on this thread above what the correct email address if for the DPO at Burnley FC.

[burnmark]

My mate’s second season ticket arrived this morning. Only problem is he only ordered one!

[Vince Fontaine]

Both mine and my sons were sent to an address we’ve never lived at and what’s more I’ve lived at my current address for sixteen years and received season tickets and away tickets no problem up til now. I did ask at the ticket office where they got the address from and got the response” no idea but it’s happened to loads of people. “
All sorted now.
If you are waiting til Saturday to sort out, if you’ve not got yours I’d get there early as they are expecting mayhem.

UTC

[ArmchairDetective]

All data protection complaints will be taken very seriously by the company that Burnley FC's data protection officer left three years ago.

[mdd2]

still no ticket. Rang yesterday was told a second batch of tickets were sent Monday. Still no ST tday and now had email about what I can do
Have downloaded my ticket for Saturday to my iPhone-just hope it works dont fancy queueing for a few hours on Saturday to collect my ST; think I will wait on the post and if nothing shows and i get in OK on Saturday I will just keep doing the downloading onto my phone
What a shambles this has been. Galling given how over the years my ST has arrived correctly even on moving addresses.

[ArmchairDetective]

Email came round today:

We are aware that some of you haven’t got your Season Tickets yet ahead of Saturday’s home game against Cardiff City and that some may have been sent to former addresses.

If your Season Ticket is one of those that hasn’t arrived yet please use one of the following solutions:

Download your ticket

Season Ticket holders can now download tickets to their smartphone for each fixture. You can do this by following the instructions on the below link. Please note that once a ticket has been downloaded the physical season card won’t work for that fixture.

Reprint your Season Ticket in person at the Ticket Office before Saturday

Please come into the Ticket Office between now and Saturday and we will happily reprint you a new season card. You will need to show a form of Photo ID or provide proof of address.

Reprinting your season card will void any card that has already been sent out.

We have extended the office opening times from 9am until 7pm on Thursday and Friday to help.

Request a reprinted Season Ticket for collection on Saturday

If you can’t get to Turf Moor before Saturday, please click the below link and fill in the form. Please note that the form will only be available until midnight on Friday.

Once you’ve submitted your completed form, we will make sure your season card is ready for you at the stadium Ticket Office on Saturday to collect any time after 9am.

To avoid potential queues and to get you inside the ground in plenty of time for kick off we suggest doing this before 1pm.

We strongly advise all supporters who have not yet received their Season Ticket to follow one of the above actions to ensure they are able to access the fixture as smoothly as possible. The Ticket Office will likely experience large queues in the two hours leading up to kick-off.

We apologise for any inconvenience caused.

[JR1882]

Ticket office never seem to amaze, off to collect mine from the people I sold up to 2 years ago, luckily they had my number still!

Amazing we’ve been a prem club for years recently but that’s seemingly ran by someone on work experience.

[ClaretTony]

”You will need to show a form of photo ID or provide proof of address”

Will that be your correct address or the one they use to send out the tickets?

[Boss Hogg]

I’ve asked them to tell me where they sent mine. No response. They told me they could post a new one out if I send them a claret number and address. They can’t be bothered to look. So I send it. They then email me to say I have to go and collect it so I’ll need to make a specific trip to Burnley. I actually can’t get there before Saturday so it’s a good job I can’t make the game anyway. Pathetically poor. Do they now employ ex Eon or Talk Talk staff ? Absolutely useless and tin pot. You could write in to complain but you won’t get a response. I bet there’s someone to hand if the directors want their range rovers polishing but sod the fans.

[JR1882]

Wouldn't fall under a GDPR breach, as there's no sensitive personal information or special characteristics involved

I run an outlet for a large national company & they consider names & addresses to fall under GDPR, not just protected information, I think a lot of organisations would be the same.

Another pillar of GDPR is that you should only hold data as long it is needed as per its original use after which it should be destroyed - someone’s old address has no business being held by the organisation, and in doing so, has contributed to this mess.

I’m not an expert by any means but this could be problematic if anyone kicked up a fuss legally.

[Boss Hogg]

I run an outlet for a large national company & they consider names & addresses to fall under GDPR, not just protected information, I think a lot of organisations would be the same.

Another pillar of GDPR is that you should only hold data as long it is needed as per its original use after which it should be destroyed - someone’s old address has no business being held by the organisation, and in doing so, has contributed to this mess.

I’m not an expert by any means but this could be problematic if anyone kicked up a fuss legally.

This is how I understand it. They are holding data for longer than is necessary and without permission. They are also possibly sending this to 3rd parties without permission. They are sending membership numbers / account numbers to strangers.

[dougcollins]

”You will need to show a form of photo ID or provide proof of address”

Will that be your correct address or the one they use to send out the tickets?

That's a valid point. They'll be asking you to show evidence of somewhere you don't live as that's the address they have on record.

[k90bfc]

Why cant Alan sort this out,after all it is His Club,no respect for the past,and respect,for our great history,and life long fans,money money money,that is all he is bothered about,bring back Barry Kilby,One of Us,UTC.

[JR1882]

This is how I understand it. They are holding data for longer than is necessary and without permission. They are also possibly sending this to 3rd parties without permission. They are sending membership numbers / account numbers to strangers.

Think a lawyer in the field could argue that case with their eyes closed.

I don’t think we are maliciously keeping data, the ticket office most probably “never got round” to getting rid of it.

[Burnley1989]

Whilst it's a ballache what they've done, I'd certainly not be trying to get the club in trouble for GDPR, it's very petty

[Stalbansclaret]

Went to the ticket office and collected my card today. Wasn’t asked for any proof of address etc though I did have my card from last season with me. I asked what address they had on the system for me and it was my old St Albans address. I’ve bought a good number of tickets using my current address for delivery subsequently. Anyway they updated the system with my current address …I couldn’t find a way of doing this myself online annoyingly.

[dougcollins]

Do you now have to change your name to 'Exstalbansclaret'?

[1fatclaret]

This was the reply I got today after asking why two tickets had gone to an old address, again, and where the other two tickets might be. I also had the temerity to ask them to investigate how this might have happened, again.


“Good Afternoon,

Thank you for your email.

If you have not received your season card you can either download the ticket onto your phone for Saturdays fixture or if you would like to come into the ticket office we can reissue a new season card.

If you have any further queries, please get in touch.


Ticketing Team”


No no no, please don’t apologise (oh, you didn’t). Please don’t also answer the question about where the other two tickets might be (oh, you didn’t do that either)


Also, please don’t ensure you read my email properly so that you can fully understand the situation (my tickets here, my kids ones not)

Someone said further up that it would be petty to talk about GDPR, sorry, but if this is the way they’re going to address the situation that they have caused f£&k them. Absolutely shocking.

[clarethomer]

The fact that they have not reported these breaches to the ICO is concerning more to me. You normally have 72hrs to report each breach.

https://ico.org.uk/for-organisations/ad ... ta-breach/

The minimum I would have expected from the club would have been to do the following:

1 - Cross reference the old database with the correct database and work out which addresses look like have changed.
2 - Contact each supporter to notify them that their data has been breached and what has happened and the scope of information that they have potentially given to unknown third parties.
3 - Provide confidence to the supporter that the data provided is unlikely to lead to any personal impact.

I know within the financial services industry, it's not uncommon to offer say a years membership to a credit reference agency so they can monitor any potential issues. Not saying this is necessary for this but if there is sufficient data for someone to potentially take out loans/credit/contracts etc. then this would be something considered.

The fact that they have acknowledged an issue would suggest that they have recognised there has been a breach. What is not clear is if they have reported a breach to the ICO or done any work to identify those impacted at an individual level.