Turnstiles- Complaint

[Kevwando]

Has anybody else had trouble scanning their season ticket at the turnstiles.

On Saturday my nephew who is 11 years old scanned his season ticket like normal to be told “you can’t come in, this card has already been used”.
As you can imagine my nephew was really excited and he was looking forward to the rovers game. When he was told he couldn’t come in, he became upset, scared and started to cry. I had already gone through the turnstile. I explained to the operator the card hasn’t already been used. I asked what do we need to do because my nephew is distressed and the fans queuing behind were getting agitated . The operator said my nephew needs to go and find somebody with a high viz jacket. I explained my nephew is 11 years old, he’s not going to look for a random guy with a high viz jacket in the middle of a big crowd of people. After a couple of minutes I finally persuaded the operator to let my nephew into the ground.

This was a traumatic experience for my nephew, I’ve sent an email to the club to make them aware hoping this incident doesn’t repeat itself.

[Rileybobs]

I think your nephew probably double-scanned the card. I did it once.

[Kevwando]

I think your nephew probably double-scanned the card. I did it once.

Yes that’s what must have happened. The operator should have known he’s double scanned it and not jump to the conclusion that the card had already been used and he can’t come in.

[claretburns]

Regardless of the reason for the card not working, for the operator to then say to a clearly upset 11 year old he has to leave the queue, on his own, and go find someone in a high viz jacket is not a well thought out strategy and I think you have done right to make the club aware of this Kevwando though with the lack of customer care coming from the club I don't think it will do much good unfortunately.

[fidelcastro]

Bring back the tear off slips with a number on them, like we used to have!

[Taffy on the wing]

:

Has anybody else had trouble scanning their season ticket at the turnstiles.

On Saturday my nephew who is 11 years old scanned his season ticket like normal to be told “you can’t come in, this card has already been used”.
As you can imagine my nephew was really excited and he was looking forward to the rovers game. When he was told he couldn’t come in, he became upset, scared and started to cry. I had already gone through the turnstile. I explained to the operator the card hasn’t already been used. I asked what do we need to do because my nephew is distressed and the fans queuing behind were getting agitated . The operator said my nephew needs to go and find somebody with a high viz jacket. I explained my nephew is 11 years old, he’s not going to look for a random guy with a high viz jacket in the middle of a big crowd of people. After a couple of minutes I finally persuaded the operator to let my nephew into the ground.

This was a traumatic experience for my nephew, I’ve sent an email to the club to make them aware hoping this incident doesn’t repeat itself.

I hope you gave him a clip round the ear-hole, for being so soft!

[Rosehill Claret]

For this reason, I always ensure that my daughter goes through the turnstile before me.

[Leon_C]

Yes that’s what must have happened. The operator should have known he’s double scanned it and not jump to the conclusion that the card had already been used and he can’t come in.

Surely (you'd hope that..) the software would detect that, in this case, both scans had taken places within a few seconds of each other, and if the mechanism for the gate has sensors, no entry had been gained?

[Burnley1989]

They can and have double sold seats, so if the other party has scanned their ticket before yours, you'll not get in, happened to me twice a few seasons ago despite the club telling me it was impossible.

I eventually blagged the turnstile worker to let me and my children in after going to the ticket office and being told there was nothing wrong.

Low and behold, there was a bloke and his Mrs sat in my seats with matching tickets, so I had to find somewhere else to sit (wasn't going to move him as it wasn't his fault) To be fair a steward, found us 3 seats together that he said were unsold for this very reason, something to do with overflow and safety.

It was the ticket office staff that wound me up more than anything, they made me out to be stupid and making it up.

[ClaretTony]

For the turnstile operator to say an 11-year-old needs to go and look for someone on his own is a safeguarding issue.

kevwando - you need to report this to the safeguarding officer. I have no idea who that is now, the club just seem to use email addresses but I'd be emailing safeguarding@burnleyfc.com and asking what plans they have in place to prevent this happening again.

[Woodleyclaret]

Last season we had several people in our queue turned away with the resultant caos it caused

[ŽižkovClaret]

Fine so far this season but it was a pain several times last season

[Juan Tanamera]

I had a similar issue with my card last week, fortunately we got there extra early from Rossendale in anticipation of heavy traffic.
I scanned my card and the message came up 'No entry, card already in use 31-08-2024'
I ended up going to the ticket office and joined a queue of around 20.
Reminiscent of tales told on here recently, I got chatting to a guy whose card was sent to an address he hadn't lived in for 6 years.
So he went to the club shop last Wednesday and they printed him a new one and that failed at the turnstiles too.
We both ended up having new ones printed and I got in with 5 minutes to spare.
As others have said, the operator's instruction to an eleven year old beggars belief.

[Bosscat]

Bloke in front of me was on his second time trying to get in but operator rejecting him again ... He had already been round to tkt office. ... and went off again to try and sort it.

No probs with mine (touchwood)

[Foulthrow]

For this reason, I always ensure that my daughter goes through the turnstile before me.

Be careful with this plan although I do the same.

At the Newcastle game, my ticket wouldn’t scan after my two lads had gone in (8 and 13). I had to go round to the ticket office and missed kick off as there were a number of people with QR codes that didn’t work. I asked the steward who indicated that this happened every week but the ticket office treated me like I was a criminal trying to have them on.


I explained to the stewards and turnstile operator that my two boys had gone in but they wouldn’t let me in without going to the ticket office. Fortunately for me, my dad comes with us so he could supervise. I don’t know what I would have done otherwise.

[ac99]

The incompetence of the club regarding ticketing is incredible. A mate of mine decided not to renew his season ticket for this season so bought a ticket for the Rovers game in person at the ticket office. The week before, a shiny new season ticket came through the post. He tried it on Saturday, knowing he had a ticket to get in anyway and, of course, it worked! So now he has a season ticket for the price of a Rovers ticket. Beggars belief!!!

[CaptainKirk]

I presume he will hand it back in?

[BradTee93]

I've had incidents in the past when bringing my 5yr old daughter on. Thankfully on the first occasion the steward manager was extremely helpful. The second time however, I had to get into a row with the muppet behind the turnstile - This was all for such a small reason but they were being ridiculous in the situation.

Since fans stopped doing it (me being one of them), the 'staff' have become rude and basically pathetic.

[Kevwando]

For the turnstile operator to say an 11-year-old needs to go and look for someone on his own is a safeguarding issue.

kevwando - you need to report this to the safeguarding officer. I have no idea who that is now, the club just seem to use email addresses but I'd be emailing safeguarding@burnleyfc.com and asking what plans they have in place to prevent this happening again.

Thanks, I’ll send the email now to safeguarding.

[RickyBobby]

I wonder how much money using cards over the old ticket books actually saves? The old books were certainly a lot less hassle.

[wilks_bfc]

I wonder how much money using cards over the old ticket books actually saves? The old books were certainly a lot less hassle.

Well seeing as they seem to be sending new ones out every season, then having to reissue the ones that don’t get delivered, I’m guessing not much overall

[AGENT_CLARET]

For the turnstile operator to say an 11-year-old needs to go and look for someone on his own is a safeguarding issue.

kevwando - you need to report this to the safeguarding officer. I have no idea who that is now, the club just seem to use email addresses but I'd be emailing safeguarding@burnleyfc.com and asking what plans they have in place to prevent this happening again.

Was he on his own gaining entry into the stadium

[woody]

Was he on his own gaining entry into the stadium

You haven't read this thread have you ?

[AGENT_CLARET]

You haven't read this thread have you ?

I have now

[barba]

I had the same situation with a 9 and 6 year old with one child in and one child who then double scanned his card. Luckily and by pure chance I was with a friend who's daughter was mascot and he watched one whilst I went to sort the ticket out. The ticket office to be fair were quick to resolve.

As pointed out by Rosehill Claret I always let my children go before me.

[nonayclaret]

I always give my card to the turnstile operator to scan so that any double scanning will be done by him/her.
I did have a case a season or two ago where they were telling me to go and find a hi-viz person but the queue was pressing and I couldn't get out. I then noticed a "overrule" button (or something like) on the operator's key pad and I reached through and pressed it. The turnstile magically opened!

[Burnley1989]

I had the same situation with a 9 and 6 year old with one child in and one child who then double scanned his card. Luckily and by pure chance I was with a friend who's daughter was mascot and he watched one whilst I went to sort the ticket out. The ticket office to be fair were quick to resolve.

As pointed out by Rosehill Claret I always let my children go before me.

I might be being dumb here but won't you have the same issue if they get in and you don't, ie they're on their own

[Rosehill Claret]

I might be being dumb here but won't you have the same issue if they get in and you don't, ie they're on their own

True, but I would rather have my daughter on the inside of the stadium rather than the outside if that happens.

There is always a steward available on the inside of the turnstiles to let her back out through the large doors they open at the end of each game to enable her to join back up with me, if needs be.

[Burnley1989]

True, but I would rather have my daughter on the inside of the stadium rather than the outside if that happens.

There is always a steward available on the inside of the turnstiles to let her back out through the large doors they open at the end of each game to enable her to join back up with me, if needs be.

Suppose so but you could also be let out by said steward. I think I'm just overthinking it
I must admit, I do push my kids through before I go through

[Jamesy]

Perhaps our Director of Fan Experience, Russell Ball could look into the technical glitches at the turnstiles?
That is once he has finished the lengthy process of working out why the catering bars are running out of milk on matchdays.
Don’t hold your breath though as it could take until Christmas to resolve. For the time being, just keep accepting mediocrity across all fan experiences.

[Rosehill Claret]

Suppose so but you could also be let out by said steward. I think I'm just overthinking it
I must admit, I do push my kids through before I go through

That is a very good point!

[Kevwando]

The club have replied to my email, they have asked for my contact details so then they can arrange a phone call to gather more information.

[wilks_bfc]

True, but I would rather have my daughter on the inside of the stadium rather than the outside if that happens.

There is always a steward available on the inside of the turnstiles to let her back out through the large doors they open at the end of each game to enable her to join back up with me, if needs be.

But then you’ll have the issue that her ticket has already been scanned and have the same issue again

[Lowbankclaret]

Most competent software engineers would tell you , you can put a 10 second pause in the software to prevent double scanning. Unfortunately Burnley don’t employ many competent people. The double scanning has been going on for several seasons. It’s a simple fix.
Yet Burnley will not learn and fix it.

[Rosehill Claret]

But then you’ll have the issue that her ticket has already been scanned and have the same issue again

At that point, ensuring that my daughter isn't on her own is more of a priority to me than gaining access to the ground.

[wilks_bfc]

At that point, ensuring that my daughter isn't on her own is more of a priority to me than gaining access to the ground.

Understand that completely Rosehill

Was just a flippant comment on my part. The fact is it’s something that shouldn’t happen but is happening too often and exactly the reason my nephew scans in inbetween us

[Awayfromburnley]

Most competent software engineers would tell you , you can put a 10 second pause in the software to prevent double scanning. Unfortunately Burnley don’t employ many competent people. The double scanning has been going on for several seasons. It’s a simple fix.
Yet Burnley will not learn and fix it.

Genuine question, can that 10 seconds be quicker? Reason I ask is that 20,000 x 10 seconds (cumulatively) causes
queues, takes one drunk/drugged up muppet to get restless and you have a problem.

Even if one turnstile let's in 2000 people that's overall a 10 minute slower process and that becomes a bottleneck at 250pm....

[Zero]

Think the point is a card would scan through as normal, but wouldn't then accept a second scan (by the same card) for 10 seconds which would eradicate the double scan.

It wouldn't affect any scans by the next (different) card, so wouldn't slow the process down.

[ClaretTony]

Genuine question, can that 10 seconds be quicker? Reason I ask is that 20,000 x 10 seconds (cumulatively) causes
queues, takes one drunk/drugged up muppet to get restless and you have a problem.

Even if one turnstile let's in 2000 people that's overall a 10 minute slower process and that becomes a bottleneck at 250pm....

You've missed the point I think. The 10 seconds would only apply when someone actually double scanned, otherwise it would be just standard entry.

[Foshiznik]

Could they not just put a 15 second delay on a scanning? That way it would be impossible to accidently scan twice. Such simple tweaks really shouldn't be that difficult.

[Awayfromburnley]

You've missed the point I think. The 10 seconds would only apply when someone actually double scanned, otherwise it would be just standard entry.

Oh I see, that makes more sense!