Seat Swap

[wilks_bfc]

I’ve always thought there was a flaw in the seat swap process in that is not very coordinated

At 10am Jim from the BLS4 could go in and ask to swap his seat to the JMU6 and be told “sorry Jim, there are no seats available” in that block” so he walks out disappointed

30 minutes later, Pete from JMU6 goes in and asks if any seats in the BLS4 only to be told “sorry no there isn’t” and so he leaves without swapping.

There should be a period of time we’re you register your intention to swap, but considering the issues we appear to be having that would be asking too much

[Den_Perry]

I was finally assured (in writing) last week that my daughter’s season ticket was set to auto renew, but we’ve had no actual confirmation that it did. I got a receipt for mine, but not hers. She doesn’t have an online account. I’ve emailed them again (on Tuesday) and had no response and can’t get through on the phone lines.

I guess I’ll have to just hope she’s still a season ticket holder.

I had the same issue and went in to check on Tuesday. It turns out that even though my 2 kids are linked to my account (friends and family), to be able to get a confirmation of renewal I need to add an email address for each of their Clarets numbers as it was showing blank on their system. I need to send them an email with the details then they will update their system accordingly. They did confirm that they had both been renewed at U18 prices….do I believe them? Maybe not after reading the rest of this thread!

Crap…just remembered that last year they sent both the kids tickets to an address we’ve not lived at for 9 years….looks like I’m going back down to try and explain that (which will be at least the 5th time I will have asked them to sort it).

Good luck and god bless every season ticket holder attending the ticket office today haha!

[GetIntoEm]

Managed to move our 4 after 57mins on the phone.

Can't wait to be in our new seats. Sorry if you get our old ones.

[fidelcastro]

Director of Fan Experience having previously been Head of Matchday Operations

The irony.

[alboclaret]

Swapped mine on mobile whilst in the queue. Granted only 1 to swap to move next ro my old man. Very easy online.
Maybe not so for numerous or other issues.

[bobinho]

I was down this morning. It was an absolute CLUSTER! It took one of the two staff (one of whom was clearly new to the role) on the counter 25 minutes to sort the issue of the first person in the queue. Person leaves the office, five minutes later comes back, problem not resolved at all. Ticket office manager comes in, sorts it, then disappears again, leaving the two ladies to deal with a queue of people down to the club shop. Absolutely woeful service, it’s almost as if we surprised em by turning up.

We aspire to be a Premier League club. All aspects of the ticketing operation at Burnley has been considerably less than NW Counties league standard.

“Oh yeah, we’ve identified the issues and we have our best people on it - you will see significant improvement in the coming months”

Cluster continues…. It’s so bad, it’s actually embarrassing. I have zero confidence my seat swap has actually happened.

[clansman]

Why oh why do they only allocate 1 day for this. Stresses fans and staff out. Why not 3 days?

[Ilkley claret]

They’ve unplugged the phones - what a shambles

They were definitely working at 11am

[Row x]

Why oh why do they only allocate 1 day for this. Stresses fans and staff out. Why not 3 days?

I must admit I never thought that this many changed seats, but it sounds like a lot of those queuing today are trying to sort out other issues

[Awayfromburnley]

I’ve always thought there was a flaw in the seat swap process in that is not very coordinated

At 10am Jim from the BLS4 could go in and ask to swap his seat to the JMU6 and be told “sorry Jim, there are no seats available” in that block” so he walks out disappointed

30 minutes later, Pete from JMU6 goes in and asks if any seats in the BLS4 only to be told “sorry no there isn’t” and so he leaves without swapping.

There should be a period of time we’re you register your intention to swap, but considering the issues we appear to be having that would be asking too much

Just needs a mapping software, like GIS and all doable. But let's face it, fans are not that important not worth the investment

[ClaretTony]

I must admit I never thought that this many changed seats, but it sounds like a lot of those queuing today are trying to sort out other issues

A lot in the queue we’re trying to ensure their tickets had renewed having received no notification to confirm.

[Burnleybabe]

I have been trying from 10am to ring them.
Constantly engaged.
I have emailed them as I cant swap my nieces seat, but I have managed to do mine.
They just tell me to ring or call down.
I cant go down as I have a sickness bug.
The ticket office has gone backwords not forwards since Elaine left.
It really is hopeless.

[GetIntoEm]

Waiting for the call to say we can't have our new seats cos they messed up the others renewal. It's a bit suspect as they were the only 4 I could find together in the stand

[Ilkley claret]

Hopefully you’ve not been given a seat belonging to someone the club ballsed up automatically renewing.

The seat availability is clear for everyone to see on line so you can check whether your seat has been auto renewed or not.

[Leisure]

The seat availability is clear for everyone to see on line so you can check whether your seat has been auto renewed or not.

But surely people shouldn't need to be doing this!

[BleedingClaret]

The seat availability is clear for everyone to see on line so you can check whether your seat has been auto renewed or not.

That won’t work if someone has swapped seats into your seat today

[ClaretTony]

The seat availability is clear for everyone to see on line so you can check whether your seat has been auto renewed or not.

No it's not - might be for you but for a lot of people, especially those with children's tickets too, it is simply not possible.

[Claret Till I Die]

I have been trying from 10am to ring them.
Constantly engaged.
I have emailed them as I cant swap my nieces seat, but I have managed to do mine.
They just tell me to ring or call down.
I cant go down as I have a sickness bug.
The ticket office has gone backwords not forwards since Elaine left.
It really is hopeless.

Do you have access to manage your niece's seat or just tobassign tickets to her?

[Bfc]

Just got back home, from the ticket office. I joined the queue at the bottom of the ramp and came out of the office an hour later. There were 3 staff dealing with enquiries and I’ve got say, they had to have the patience of a Saint, dealing with certain people, who didn’t appear to know what seat/s they wanted to swap to. Then ringing someone to ask if the seats offered were ok, taking up a good 10 minutes. Well done to the ticket office staff, for the effort you’ve put in, on a hard and demanding day.

[Burnleybabe]

Do you have access to manage your niece's seat or just tobassign tickets to her?

I thought both but It appears I don't.
Just an impossible situation ATM.

[Quickenthetempo]

Just got back home, from the ticket office. I joined the queue at the bottom of the ramp and came out of the office an hour later. There were 3 staff dealing with enquiries and I’ve got say, they had to have the patience of a Saint, dealing with certain people, who didn’t appear to know what seat/s they wanted to swap to. Then ringing someone to ask if the seats offered were ok, taking up a good 10 minutes. Well done to the ticket office staff, for the effort you’ve put in, on a hard and demanding day.

Why would you expect people to know what seats they wanted if they didn't know what was available?

[ClaretLoup]

Has anyone seen Russell balls down there? Id like to ask him about it all

Surely that should be Russell Balls Up and not down?

[Quickenthetempo]

I have been trying from 10am to ring them.
Constantly engaged.
I have emailed them as I cant swap my nieces seat, but I have managed to do mine.
They just tell me to ring or call down.
I cant go down as I have a sickness bug.
The ticket office has gone backwords not forwards since Elaine left.
It really is hopeless.

There is nothing better at the club now, since the new owners came in.

The pick your own seat for away games was an improvement but that is very hit and miss now.

[Ilkley claret]

No it's not - might be for you but for a lot of people, especially those with children's tickets too, it is simply not possible.

I had a children’s ticket to renew and swap, no issues

[59claret]

I could only change my seat - no option to swap my sons tho !

[Boss Hogg]

Please can someone summarise where I need to go on the site to try and change a family member s seat. Any help appreciated. Been going around in circles but probably being thick.

[Leisure]

Boss - Try this -

Log in to your online account.

Go to the ‘Your Next Game’ page scroll down and the Seat Swap option is there below Notifications.

Click on that and then the Stadium seat map should come up.

[Burnleybabe]

I have been trying from 10am to ring them.
Constantly engaged.
I have emailed them as I cant swap my nieces seat, but I have managed to do mine.
They just tell me to ring or call down.
I cant go down as I have a sickness bug.
The ticket office has gone backwords not forwards since Elaine left.
It really is hopeless.

My sister finally got through on the phone at 5pm
So all sorted now

[Boss Hogg]

Boss - Try this -

Log in to your online account.

Go to the ‘Your Next Game’ page scroll down and the Seat Swap option is there below Notifications.

Click on that and then the Stadium seat map should come up.

Thanks but there is nothing stating ‘your next game’ when logged in. Is this because I am doing it on a mobile ?

[Claret Till I Die]

Thanks but there is nothing stating ‘your next game’ when logged in. Is this because I am doing it on a mobile ?

Are you going back onto the little head icon after logging on?

[morninbob]

Surely a better system would be that all people interested in swapping seats register their interest first. Then all these seats become available for swapping?

[ClaretTony]

I had a children’s ticket to renew and swap, no issues

Well that’s good but a lot of people have issues, haven’t been informed whether DD tickets have been renewed or not. So however easy it might have been for you, it’s been anything but for a lot of people.

[Boss Hogg]

Well that’s good but a lot of people have issues, haven’t been informed whether DD tickets have been renewed or not. So however easy it might have been for you, it’s been anything but for a lot of people.

It’s a pain in the neck. I’ve added my son by trial and error to my account but I now can’t swap his seat just mine. I’ll have to call tomorrow or go on Saturday especially by which time the seat I want will have gone. This isn’t encouraging fans to attend. I’d prefer they did away with some fancy lights and make it simpler to get a ticket and seat that you want.

[alboclaret]

I cancelled my lads for next yr and moved seat this morning to sit next to my dad.

This afternoon I've had a receipt email through for my lads ticket next year.

Kin unless
I did wonder why it wasn't free to move to this morning.

Now my lad ( in theory) will be sitting on his own at 11yrs old. Surly there must be some safeguarding regs built into the system when you are buy a adult and child.

Not had my Middlesbrough points either

[Boss Hogg]

There’s no safeguarding. My lad is a minor and I have the same issue. I’ve found a seat nearer but the system won’t let me exchange. It’s a farce.

[Boss Hogg]

Just to add they’ve renewed a junior concession at full adult price. Something else I won’t be able to rectify online and will have to go in. It’s a shambles. Please can someone on the fan committee raise this.

[Claret Till I Die]

Just to add they’ve renewed a junior concession at full adult price. Something else I won’t be able to rectify online and will have to go in. It’s a shambles. Please can someone on the fan committee raise this.

Do you use twitter? Our fan experience director uses that platform.

[ClaretLoup]

Mr Ball also has a profile on Linked In where you will see that he set up a very successful Estate Agency flogging up market property in London before joining ALK prior to the takeover. Perhaps more significantly he spent a couple of years as volunteer with the Church of the Latter Day Saints in Sacramento. It’s not clear in which of those environments he developed his skill set to become supporter experience manager in a northern former mill town.

[FeedTheArf]

Surely a better system would be that all people interested in swapping seats register their interest first. Then all these seats become available for swapping?

But what if you then end up with a 'worse' seat than the one you started with?

[NewClaret]

That queue that Tony posted was outrageous! You’d think they’d staff up for these occasions. If they need to turn the phones off for a while to deal with big queues, fine, but at least communicate it to people online.

Feel very fortunate to have not had these problems and to like where I sit! Have to say, I’ve never had a problem with the online ticketing systems, old or new. I’m not as familiar with my way around the new system for things like ST renewals, but generally find it more user friendly/faster to buy away tickets.

[wilks_bfc]

Surely a better system would be that all people interested in swapping seats register their interest first. Then all these seats become available for swapping?

Exactly what I’ve been saying for years

You could have 2 people that can swap but because they try to swap at different times, aren’t aware of each other so neither seat is available to swap into

[claret3561]

Just out of interest why is the whole of the cricket field grayed out surely some s/tickets must become available

[Boss Hogg]

An hour just wasted on the phone without getting through. There must be just one person answering the phone line. Whoever is queuing at 2pm will no doubt we cut off when the office shuts for the day. Mickey Mouse and Tin Pot.

[Raconteur]

Just out of interest why is the whole of the cricket field grayed out surely some s/tickets must become available

I'm not too sure if it's a closed shop regarding the CFS and new season ticket holders, you may have to directly contact the club. I know for definite that a seat has become available. I moved seats yesterday.

[Rick_Muller]

I'm not too sure if it's a closed shop regarding the CFS and new season ticket holders, you may have to directly contact the club. I know for definite that a seat has become available. I moved seats yesterday.

I'd hazard a guess that it is that there is a waiting list for a Season Ticket in the CFS - at least that's what I was told when I wanted an addition ticket for this season. Of course I'm just speculating and it would be good for cold hard facts about it, along with why we cant get anything for our tickets in the Ticket Exchange (we can try submit to use the exchange, but I've never succeeded in actually getting any credit for mine). All that despite having numerous marketing emails telling me I didn't turn up for such and such a game (they're all the midweek games that I cannot attend) and I could have used the ticket exchange. Nice ideas, poorly implemented IMO.

[beeholeclaret]

I received email in January saying that I need to do NOTHING regarding my season ticket renewal and that I would receive an email on Mon 3rd Febraury confirming said renewal.

I only received a marketing email on Monday but no ticket details.

Yesterday (Thursday) I received an email thanking me for my renewal and offering a seat swap.

I assumed this was my confirmation but having spoken to other supporters I believe they received an email confirming amount to be paid plus their seat number etc all in the form of a receipt.

Now starting to have doubts having seen the shambles and queues at the Turf.

Im not travelling 100 miles to join such queues and dont want the stress of trying to discuss the issue over the phone with disgruntled employees.

Any ideas - anybody experienced similar?

[MattBFC]

Rather than me spend an hour on the phone....I know the date used for age categories depends on their age at 1 August 2025. My son does not turn 19 until October, but does that mean I can still buy him an U18, or does he now need an U21 season ticket?

[Bosscat]

Rather than me spend an hour on the phone....I know the date used for age categories depends on their age at 1 August 2025. My son does not turn 19 until October, but does that mean I can still buy him an U18, or does he now need an U21 season ticket?

Cannot say for sure but ... 2 seasons ago I when I renewed I was told as I turned 65 before the August 1st deadline it was the Over 65's season card, but had I been 65 after that date would have had to pay for an adult tkt.

Maybe contact the club for confirmation.

[Sheedyclaret]

I received email in January saying that I need to do NOTHING regarding my season ticket renewal and that I would receive an email on Mon 3rd Febraury confirming said renewal.

I only received a marketing email on Monday but no ticket details.

Yesterday (Thursday) I received an email thanking me for my renewal and offering a seat swap.

I assumed this was my confirmation but having spoken to other supporters I believe they received an email confirming amount to be paid plus their seat number etc all in the form of a receipt.

Now starting to have doubts having seen the shambles and queues at the Turf.

Im not travelling 100 miles to join such queues and dont want the stress of trying to discuss the issue over the phone with disgruntled employees.

Any ideas - anybody experienced similar?

Yes I received separate emails receipts for each ST purchase cost stand seat number etc ..

[TheFamilyCat]

An hour just wasted on the phone without getting through. There must be just one person answering the phone line. Whoever is queuing at 2pm will no doubt we cut off when the office shuts for the day. Mickey Mouse and Tin Pot.

If it's any consolation the staff were told not to do seat swaps today, only new ST sales.

They did my seat swap as I could only swap my seat and not my son's online last night, meaning my 8-year old and I were separated and the seat next to his, or the one I wanted to move him to could be sold.