Season ticket renewal farce

[Walt]

I'm letting mine ride. They'll have to sort it out they've communicated to do nothing on DD. I've not had an email for any of the 3 tickets and it says renew now when I log in, which I've not yet selected.

I'm hoping to seat swap so I'll see how it all develops.

Slight deviation, does anyone know the last row from front in Bob Lord that means you're not behind a post? I've been on D several years ago, so I'm guessing at G.

[Culmclaret]

Renewed mine although I did have to think twice because there are so many fixtures moved to times that are not easy when you have a long round trip.

[Goalkeeper]

I'm only able to put my ticket in the basket for renewal. I can see my daughter in friends and family but how do I renew from there? Help!

Been at the ticket office 20 minutes. Queue of 20 plus not moving. Two cashiers only. The majority of the queue are complaining they can't renew family or themselves on line. Poor.

[Notsosuperstevedavis]

Two cashiers. Not good.

[colne-claret]

I emailed them yesterday to confirm that I was set to auto renew. They replied within 15 minutes to confirm.

[nimpy]

Went to renew my season ticket and pay using my gold card and was told it’s not possible and had to pay with my debit card. Then messaged the club to ask how much I have on my card as I can’t find it on BFC site and they send me details on how to renew my season ticket.

[TommyPicks]

Checked mine and I'm on DD. If I manually renew this online do I have to pay the £500 odd quid up front or does it just keep the DD rolling for the new season?

[claretonthecoast1882]

Checked mine and I'm on DD. If I manually renew this online do I have to pay the £500 odd quid up front or does it just keep the DD rolling for the new season?

Once you click renew it gives you the option to pay in full or direct debit

[ClaretTony]

Once you click renew it gives you the option to pay in full or direct debit

If you are on DD you don't do anything, don't click anything, it's automatic.

[Leisure]

I raised some of these issues with the Club and received this reply -

Any supporters with issues should contact the Ticket Office. We have been doing everything we can to ensure all supporters who haven’t received an email about renewals get one. This can be difficult with some fans having unsubscribed etc. It seems a few emails have been sent in error but we have a lot of checks planned next week to ensure everyone who paid by direct debit this year gets auto renewed.
Based on the number of renewals we have had so far, and the number of auto renewal enrolments, we don’t feel there are any significant problems with the messaging we have sent out.

[SPC&G]

I’ve just done as you described
Either we’ll be relieved when they don’t renew everyone else’s auto renew or we’ll be charged twice!

I also wondered if we might get charged twice but at least we will have season tickets for next year (hopefully)? I’ll be watching my account with interest next month

[Bosscat]

I also wondered if we might get charged twice but at least we will have season tickets for next year (hopefully)? I’ll be watching my account with interest next month

1st payment for next season goes out of accounts on or about May 1st ...

Screenshot_20250130_200655_Outlook.jpg (366.38 KiB) Viewed 1754 times

[BleedingClaret]

I raised some of these issues with the Club and received this reply -

Any supporters with issues should contact the Ticket Office. We have been doing everything we can to ensure all supporters who haven’t received an email about renewals get one. This can be difficult with some fans having unsubscribed etc. It seems a few emails have been sent in error but we have a lot of checks planned next week to ensure everyone who paid by direct debit this year gets auto renewed.
Based on the number of renewals we have had so far, and the number of auto renewal enrolments, we don’t feel there are any significant problems with the messaging we have sent out.

Hi Pete

But what does auto renewal ENROLMENT mean?

It suggests that it automatically renews only of your confirm that you want it to?

[Leisure]

Hi Pete

But what does auto renewal ENROLMENT mean?

It suggests that it automatically renews only of your confirm that you want it to?

My understanding is that any on DD will be checked to ensure that they are automatically renewed for next season.

[BleedingClaret]

My understanding is that any on DD will be checked to ensure that they are automatically renewed for next season.

I think the transfer to the e-ticketing site takes it out of their control somewhat

[Down_Rover]

Our friends and family group has disappeared so I had to buy three tickets in three separate transactions

I got an email in 29 January saying I had until 31 January to renew

A complete and utter failure from a customer service point of view


However from my point of view I have invested 60 years of my life in this club so I have no choice other than to comply with these ridiculous deadlines.

I blame AP. He has only invested 5 minutes of his life in this club and has no respect for us that were here before he knew where Burnley was

[RammyClaret61]

Down Rover… unfortunately you are now just another customer.

[wilks_bfc]

My brother went down to the TO yesterday to make sure our group will renew

The reply of “they should renew automatically as they are DD” doesn’t 100% reassure me

[BleedingClaret]

If you are on DD you don't do anything, don't click anything, it's automatic.

That's the clear and well advertised info, I'm just not that confident that it's going to work, automatically, on the e-ticketing system.
the fact that the club has told Pete, Leisure, that they're going to check that all the D/D season tickets have automatically renewed suggest to me that they're not either.

[ClaretTony]

That's the clear and well advertised info, I'm just not that confident that it's going to work, automatically, on the e-ticketing system.
the fact that the club has told Pete, Leisure, that they're going to check that all the D/D season tickets have automatically renewed suggest to me that they're not either.

I do agree with you.

[GDK]

I got nowhere trying to sort my son's ticket online or by email despite Leisure's helpful advice above. But a 5 minute call to the ticket office this morning and all sorted, so fair play - I expected a much longer wait with all the chaos.

[Leon_C]

My son and I have had our tickets on the DD for a few years. They've always auto-renewed.
After reading this post, I went online to check. I could only see my own ticket, and I could 'add to basket'.
I emailed the club, and they swiftly confirmed that both tickets were set to auto-renew - but the user experience is lacking here, you shouldn't be seeing such ambiguous messaging.

[distortiondave]

My son and I have had our tickets on the DD for a few years. They've always auto-renewed.
After reading this post, I went online to check. I could only see my own ticket, and I could 'add to basket'.
I emailed the club, and they swiftly confirmed that both tickets were set to auto-renew - but the user experience is lacking here, you shouldn't be seeing such ambiguous messaging.

You could recommend to them a reliable and trustworthy gang of computer type folk to sort it out for them, maybe even one that's based in Burnley.
Do you know of such a troupe?

[Leisure]

I got nowhere trying to sort my son's ticket online or by email despite Leisure's helpful advice above. But a 5 minute call to the ticket office this morning and all sorted, so fair play - I expected a much longer wait with all the chaos.

The TO staff are great but are badly let down by the technology and communication depts.

[Leon_C]

You could recommend to them a reliable and trustworthy gang of computer type folk to sort it out for them, maybe even one that's based in Burnley.
Do you know of such a troupe?

If only I did, DD... if only I did

[BleedingClaret]

I do agree with you.

It's also the wording on the renewal prompt on the BFC Site
it says ENROLLMENT to auto renewal

So as this is the first time that the renewal is on the e-ticketing is it maybe a requirement that you have to have authorised them to do it?

So for example if you took out motor insurance on D/D with say Churchill but they we're then taken over by Aviva mid term, Aviva confirmed your insurance was continuing with them but would they maybe want the direct debit into a different account as it renewed and would they need you to authorise that?

So I renewed - chose D/D and put my bank details in again, it then sent me an email confirming my season ticket renewal

[BleedingClaret]

The TO staff are great but are badly let down by the technology and communication depts.

It's a stunningly poor system. thankfully some saintly soul sorts all my away tickets.

I've been buying tickets for my 14 year old daughter all season, at 21, 23 or 28 pounds a shot, I noted that Pompey charge 6 pounds for her age group.

I've been getting them on my Clarets number, downloading them to my apple wallet

Then it wouldn't let me download the U18 tickets that I'd already purchased as I wasn't under 18

So I went to the ticket office and got paper tickets for these, they could give me some but not all of them.

I'd ascertained that I needed to set her up a Clarets Number, I ask them to do it and was told to do it online as it was easy.
It wasn't easy as I couldn't find the route to it anywhere.
I then cottoned on because it logs me in automatically it won't offer me to register.

I logged out and registered with her email & personal details and I got a Clarets number for her, but I'll never get that hour of my life back.

So I attempted to buy her more tickets, obviously I need the seat next to me, not that realistically anyone else is daft enough to pay the walk on prices but that's another story..

It wouldn't let me select U18 as I'm not..

So I log in as her and got her an Oxford ticket and downloaded it to her Google Wallet, great and she's got the 10 points but I had to put my Card details on her account and going forward if I have to order seats on 2 different log in then I might not get them together.

I worked out that I need to select Manage her Account on my Log in and that just setting up the friends and Family entry isn't enough

So I've bought her Hull city ticket on my Log in and assigned it to her and Downloaded it to Google wallet, I'll find out if it's gone to her Wallet or a my google wallet that I haven't got downloaded when she gets home, as it says assign customer as me in the confirmation email though it was definitely her name in the review at order Confirmation

So I then tried to buy a Sheffield Wednesday ticket on my Log in assigned to her - Error can't be sold to a newly registered member, so i tried it on her Log In same Error

So now I'm going to try and order it on my Log in for me, and download it to me and email it to her as a friend, I'm expecting that it won't work as it'll say that I'm not U18

Just want to buy some overpriced tickets

[claretonthecoast1882]

It's a stunningly poor system. thankfully some saintly soul sorts all my away tickets.

That was painful enough just reading it, fair play having the patience to go through it.

Posts like this are exactly why despite being told I don't have to do anything, your season ticket will automatically renew I would rather manually renew it and get a confirmation email thanking for the purchase

[LincsWoldsClaret]

Businesses rely on selling a product or service to a customer - makes you wonder how Pace ever became so successful

[BleedingClaret]

Yes I can't Buy a ticket at £28, for Sheffield Wednesday, for my 14 year old daughter on her clarets Number, despite their being 2 previous match tickets on her Clarets number because she is newly registered and I can't buy it for her at that price on My Clarets number because I'm not U18 and I can't assign it to her cos as stated she's newly registered...

[Roosterbooster]

I couldn't for the life of me work out if my season tickets were due to automatically renew or not. Phoned the ticket office, 3 minute wait, all sorted in 30 seconds

I have to say, whenever I've rung the ticket office, they've always been extremely helpful

[Row x]

Businesses rely on selling a product or service to a customer - makes you wonder how Pace ever became so successful

Are season tickets not sold out, with a waiting list?

So selling seems OK, even after relegation

[BleedingClaret]

f

Are season tickets not sold out, with a waiting list?

So selling seems OK, even after relegation

Sold out to the level of the percentage that we’re are aloud to sell, leaving a certain number, for walk ons.
We are not selling many of the walk ons, which are overpriced imo.
Whether if we could sell all the home seats as season tickets we would sell out it’s hard to say.

[LincsWoldsClaret]

Are season tickets not sold out, with a waiting list?

So selling seems OK, even after relegation

Yes selling is ok - buying them isn’t

[Leisure]

f

Sold out to the level of the percentage that we’re are aloud to sell, leaving a certain number, for walk ons.
We are not selling many of the walk ons, which are overpriced imo.
Whether if we could sell all the home seats as season tickets we would sell out it’s hard to say.

Hi Dave - Not sure that retaining a % for walk-ons applies in the Championship and also not sure how it applies in the PL when a Club isn't there yet??

[Row x]

Yes selling is ok - buying them isn’t

Buying is ok for the majority, which is what the club look at. Yes it should be ok for everyone, but not many businesses have 100% success rate.

[LincsWoldsClaret]

Buying is ok for the majority, which is what the club look at. Yes it should be ok for everyone, but not many businesses have 100% success rate.

Buying being ok for the majority is nowhere near acceptable - there’s security and health and safety considerations before you get anywhere near customer satisfaction. Do you think an airline would accept ok for the majority.

This is simple - if fans are renewing automatically by DD - don’t send them an email saying they they need to log in and pay manually

[BleedingClaret]

Hi Dave - Not sure that retaining a % for walk-ons applies in the Championship and also not sure how it applies in the PL when a Club isn't there yet??

That’d be good

I’m hoping to get my 14 tr old daughter season ticket for £144
It’s going to have cost me around £500 to get her on this season

[Row x]

Buying being ok for the majority is nowhere near acceptable - there’s security and health and safety considerations before you get anywhere near customer satisfaction. Do you think an airline would accept ok for the majority.

This is simple - if fans are renewing automatically by DD - don’t send them an email saying they they need to log in and pay manually

Have you read the reviews of Ryanair and their customer service? Or easyjet or BA? Many customers have bad experiences, but for the majority it's ok, so yes I do think an airline would accept being ok for the majority

[LincsWoldsClaret]

Have you read the reviews of Ryanair and their customer service? Or easyjet or BA? Many customers have bad experiences, but for the majority it's ok, so yes I do think an airline would accept being ok for the majority

If that’s what you think there’s no point discussing further

[dougcollins]

Have you read the reviews of Ryanair and their customer service? Or easyjet or BA? Many customers have bad experiences, but for the majority it's ok, so yes I do think an airline would accept being ok for the majority

Is that you, Al?

[Rileybobs]

Buying is ok for the majority, which is what the club look at. Yes it should be ok for everyone, but not many businesses have 100% success rate.

You go out of your way to defend everything about the club. Why do you get such a kick out of being a contrarian?

[RHansburyEsq]

I had excellent service today. Had a query about a change in age category and couldn’t see my lads’ season tickets via the app. I’m more than prepared to consider user error on my part, particularly as I’d left it to the last minute Sent a short email. Reply within an hour explaining what needed doing. Bish bash bosh. All sorted.

[Row x]

You go out of your way to defend everything about the club. Why do you get such a kick out of being a contrarian?

What have I said that is wrong in the post you've taken exception to?

[Rileybobs]

What have I said that is wrong in the post you've taken exception to?

About buying being ok for the majority. The season ticket renewal process, along with a number of other ticketing issues in recent times has been an absolute shambles and a lot of people have completely lost faith in the club’s ability to carry out the seemingly simple tasks competently. I’ve no idea why you’re talking about 100% success rates, but as usual you’re taking the contrary stance and defending the club, so I just wondered what kind of kick you get out of repeatedly doing so?

[taio]

What have I said that is wrong in the post you've taken exception to?

Buying might have been OK for the majority but it sounds like a material number of supporters have experienced unacceptable levels of difficulty and/or confusion renewing. This isn't an one-off event - ticketing has been a farce for ages.

[Row x]

About buying being ok for the majority. The season ticket renewal process, along with a number of other ticketing issues in recent times has been an absolute shambles and a lot of people have completely lost faith in the club’s ability to carry out the seemingly simple tasks competently. I’ve no idea why you’re talking about 100% success rates, but as usual you’re taking the contrary stance and defending the club, so I just wondered what kind of kick you get out of repeatedly doing so?

I never said it was right, and didn't defend anyone, just stated why the club think it's ok
There was an email from the club, copied on here on Thursday where the club admitted an email had been sent to some in error, but because of the numbers of successful renewals they thought they'd got their messaging correct

Buying for the majority does go ok, there's maybe 30 people complaining on this thread, maybe less, which with a quick call to the office the matter gets sorted

If you did a little research you'll find I do criticise the club when I feel it's needed, for example the price of food and drink at the club springs to mind, but I'm certainly not jumping on the criticise everything bandwagon, that's just as ridiculous as what you're accusing me of

[agreenwood]

I never said it was right, and didn't defend anyone, just stated why the club think it's ok
There was an email from the club, copied on here on Thursday where the club admitted an email had been sent to some in error, but because of the numbers of successful renewals they thought they'd got their messaging correct

Buying for the majority does go ok, there's maybe 30 people complaining on this thread, maybe less, which with a quick call to the office the matter gets sorted

If you did a little research you'll find I do criticise the club when I feel it's needed, for example the price of food and drink at the club springs to mind, but I'm certainly not jumping on the criticise everything bandwagon, that's just as ridiculous as what you're accusing me of

They didn’t send the email about my daughter’s ticket in error. That’s what I was told when I phoned and asked why I’d received given they’d publicly stated they ALL tickets paid for by direct debit would automatically renew. As it transpired, their system had been opting people out without them knowing about it and the ticket office clearly took some time to realise this.

I guarantee there are season ticket holders who believe their tickets have auto-renewed, when in actual fact they were opted out by the system.

That’s just really poor, even if it’s only happens to 1% of the fanbase.

[Row x]

They didn’t send the email about my daughter’s ticket in error. That’s what I was told when I phoned and asked why I’d received given they’d publicly stated they ALL tickets paid for by direct debit would automatically renew. As it transpired, their system had been opting people out without them knowing about it and the ticket office clearly took some time to realise this.

I guarantee there are season ticket holders who believe their tickets have auto-renewed, when in actual fact they were opted out by the system.

That’s just really poor, even if it’s only happens to 1% of the fanbase.

Of course it's poor, but the club ( not me) will look that 99% renewed successfully

[taio]

Of course it's poor, but the club ( not me) will look that 99% renewed successfully

Where's the 99% figure from?

There are supporters who have eventually renewed successfully, but after hassle that shouldn't happen.