What a complete shambles our ticket office is!!

[aintforever]

It is sh!t customer service.

 

"For a student discount customer must provide valid student ID at the time of purchase" is pretty crystal clear instructions.

[tomgoold195]

Iv got a NUS card valid until August, was told I needed to show proof to get my season ticket and couldn't do so until today, yet I recieved a student season ticket in the post last week without ever showing proof!

[st alex]

It is sh!t customer service.

 

"For a student discount customer must provide valid student ID at the time of purchase" is pretty crystal clear instructions.

 

Yup. Pretty much the same as saying anyone wanting a standard ticket needs to bring their driving license to prove that they aren't eligible for concessions, only to then tell anyone who turns up with a driving license that that it's not good enough and they need to bring their birth certificate (which no one carries around with them).

 

The whole point of an NUS card is prove that you are a student and eligible for concessionary rates.

[Saint_Donovan]

Iv got a NUS card valid until August, was told I needed to show proof to get my season ticket and couldn't do so until today, yet I recieved a student season ticket in the post last week without ever showing proof!

 

So how did you pay for it?

[Kingsland Codger]

Regardless of the rights and wrongs, Saint Donovan has a problem. He has made every effort to comply with the requirements asked of him and yet more documentation is needed. He is due to go on holiday and does not have the time to fulfill these new demands

 

Saint D, may I make a suggestion? If communication is a problem, then solve the problem by starting to communicate - even if the fault lies with the TO.

 

Write (email) to the Ticket Office and explain to them exactly what you have told us here. That you visited the Ticket Office, that your ID was initially queried, that you were then told to get the uni/college to write confirming your status and that your money was accepted. But then a further requirement has been asked but as you are going away you cannot meet that new requirement. Try to come across as being utterly charming and in need of help.

 

Finish the letter asking them what you should do as you don't want to be left Season Ticketless on your return.

 

The key thing here being to put the ball back into their court before you go away.

[tomgoold195]

They took my payment over the phone, just said I needed to collect my ticket on the 26th June, with proof of my student card, yet decided to send it to me anyway!

[PhilippineSaint]

No-one is really disagreeing with that though. The point is that the communication from the club as to what constitutes "valid ID" has been non-exsitent. Also that this lad, after going down to the stadium and talking to ticket staff, then proceeded with the exact steps they laid down for him to prove his student status. And after providing exactly what they asked for was then told that, in fact, the club requires something different from him.

 

Valid ID in England is a Birth Certificate or a Passport issued by use of a valid birth certificate. its simple really carry your BC with you.

 

if lost apply for a new one under somebody elses name:)

[The Kraken]

Valid ID in England is a Birth Certificate or a Passport issued by use of a valid birth certificate. its simple really carry your BC with you.

 

if lost apply for a new one under somebody elses name:)

 

Valid ID for being a student.

[Bucks Saint]

I ordered 3 season tickets and got sent 5. Says it all really.

 

I wondered where my two had got to. Please send them on to me, thanks

[dune]

I'm a student and I'm a NUS card holder which entitles me to concession prices for my season ticket (it saves me about £95)

 

Last season I had no problems whatsoever, I had to renew my ticket face to face obviously because I had to show my card, this season has been a different kettle of fish!!

 

I popped down the ticket office Friday and told the young girl that I would like to renew my ticket to which she replied "sorry sir our system has you down as a full paying adult" I showed her last seasons season ticket which clearly had me as a student and I also produced my NUS card as proof as my student status, to which she replied "no we don't accept those" I told her that she should probably ask someone senior for clarification, she popped around the back for a minute and came back telling me that because my NUS card expires during the season it couldn't be used and that I would have to produced NEXT YEARS NUS card to get my ticket, I tried to explain that ALL NUS cards expire in August and get renewed in September so that means they would have had to decline every NUS card holder??

 

At this point I was getting alittle red faced so I decided to walk away and try the next day, when I got home I thought I'd phone the club for clarification on the subject and was told by a more helpful chap that said if I could get the college to send them an email saying that I will be a student coming into the new academic year then that will be fine as proof, this was easy enough sort and after afew phone calls all was sorted and I had purchased my 2012/13 season ticket!!!! Brilliant right?

 

Nope..

 

Nothing is that easy with our beloved football club, and please remember that I jumped through all their hoops and done everything they asked of me regards of how mindless I thought their requests were.

 

About an hour ago I received this email -

Hi Shaun,

 

I’m afraid we cannot accept emails from tutors as proof of continuation of your studies.

 

We would need to receive a copy of your enrolment letter or an official College document confirming your continuation on your course.

 

Kind Regards,

 

Awesome!!! And to top it off I go on holiday tomorrow so I have no time to sort anything, but as they've already taken my money shall I just ignore this email??!

 

You have been treated appallingly.

[PhilippineSaint]

Valid ID for being a student.

 

That is of course debatable providing you can prove your a student.

 

 

I am still a student of life doesn't get me a concession though

[Saint_Donovan]

They took my payment over the phone, just said I needed to collect my ticket on the 26th June, with proof of my student card, yet decided to send it to me anyway!

 

Result!!

[SO16_Saint]

you're a student and can afford to go on holiday?? lucky.

 

cant you sort this out after you come back from your holiday?

[dune]

you're a student and can afford to go on holiday?? lucky.

 

cant you sort this out after you come back from your holiday?

 

He won't be thinking how lucky he is when he's got to pay the money back.

[rshephard3]

Are you the QE II then and where do you want to park ???

 

I knew that was wrong.. It just looked wrong. Embarrassing.

[Saint_Donovan]

you're a student and can afford to go on holiday?? lucky.

 

cant you sort this out after you come back from your holiday?

 

Haha my GF's lovely mother and father are treating us to a week away with them and our 2 year old to Ibiza, sounds like fun ey!!!

 

The ticket office have said that all renewals need to be done by Friday, so if your seat isn't renewed it will be made available to people relocating and then to new season ticket holders

[Saint_Donovan]

He won't be thinking how lucky he is when he's got to pay the money back.

 

Why will I have to pay the money back?

[Spudders]

They took my payment over the phone, just said I needed to collect my ticket on the 26th June, with proof of my student card, yet decided to send it to me anyway!

 

Result!!

 

Just makes your situation even more frustrating though I bet, knowing that you're jumping through hoops & still not getting a result

[SO16_Saint]

Haha my GF's lovely mother and father are treating us to a week away with them and our 2 year old to Ibiza, sounds like fun ey!!!

 

The ticket office have said that all renewals need to be done by Friday, so if your seat isn't renewed it will be made available to people relocating and then to new season ticket holders

 

nice. leave the 2 yo with the inlaws and get yourself down manumission

 

Why will I have to pay the money back?

 

 

think he means the tuition fees

[Saint_Donovan]

He won't be thinking how lucky he is when he's got to pay the money back.

 

Oh I see what you done!! You made assumptions about me because I said I'm a student!! What If I told you I was a mature-ish student would has zero debt and paid for these courses out of my own pocket?

[Saint_Donovan]

Just makes your situation even more frustrating though I bet, knowing that you're jumping through hoops & still not getting a result

 

Nah I assumed that they couldn't be this difficult with everyone, hopefully mine will come through the post whilst im away and all this moaning with be for nothing

 

Fingers crossed!!

[dune]

Why will I have to pay the money back?

 

You relpied it was a freebie AFTER my post.

[Bearsy]

What If I told you I was a mature-ish student would has zero debt and paid for these courses out of my own pocket?

 

I'd be thinking you shouldn't get student discounts, work-shy scumbag!

 

Nah not really. If dat was true it would explain why they is all suspicious though, when they say students they is probably more thinking of kids.

[Micky]

Regardless of the rights and wrongs, Saint Donovan has a problem. He has made every effort to comply with the requirements asked of him and yet more documentation is needed. He is due to go on holiday and does not have the time to fulfill these new demands

 

Saint D, may I make a suggestion? If communication is a problem, then solve the problem by starting to communicate - even if the fault lies with the TO.

 

Write (email) to the Ticket Office and explain to them exactly what you have told us here. That you visited the Ticket Office, that your ID was initially queried, that you were then told to get the uni/college to write confirming your status and that your money was accepted. But then a further requirement has been asked but as you are going away you cannot meet that new requirement. Try to come across as being utterly charming and in need of help.

 

Finish the letter asking them what you should do as you don't want to be left Season Ticketless on your return.

 

The key thing here being to put the ball back into their court before you go away.

 

Thanks - saved me the bother. This.

 

Totally agree with this St D. Polite, but forthright email to the TO explaining the problem. You abided by their (loose) T & C's when you presented yourself and documentation to purchase the ST, you then complied with the oral request and instructions that the TO staff made. Explain the fact that you now appear to have been charged (did you get your concession btw) and are unsure as to whether further proof is still required. If it was me - I would explain the hol plans, give them my mobile number, and request them to phone me to confirm the situation. Very shoddy service.

 

Good luck.

[Micky]

I'd be thinking you shouldn't get student discounts, work-shy scumbag!

 

Nah not really. If dat was true it would explain why they is all suspicious though, when they say students they is probably more thinking of kids.

 

Could be, but if so, a very short sighted and stereotypical view adopted by either the Club or TO staff.

[Saint_Donovan]

I'm pretty sure that's what the firsts girls view of the situation was "how can you be a student?? You have facial hair!!"

 

I'm only 29 and ive still got my youthful looks btw so it shouldn't have looked too shocking to her

[Verbal]

My wife is a student midwife, and she has a NUS card.

 

She qualifies in the next couple of months and (fingers crossed) starts with the NHS in Nov, where she will be earning pretty decent money. If the ticket office just accepted her NUS card, she would be getting a consession price for the whole season. Surely it's only right that students prove that they are going to be a student for the whole (or large majority) of season?

 

I would say the ticket office have done the right thing.

 

Dear god.

[Hatch]

Has someone got a valid NUS card that I could borrow?

[Verbal]

SD, I'm sure you came on here for advice. Instead you've just relived the experience. Another Saintsweb triumph!

[trousers]

The ticket office was much better under a Labour government.

[Saint_Donovan]

SD, I'm sure you came on here for advice. Instead you've just relived the experience. Another Saintsweb triumph!

 

It was mainly to vent!! And warn any students leaving it till the last minutes thinking they could just walk up and renew

[boxosponge]

Of course!!

 

If you have a valid Student ID show it to them!! Clearly a Students Union card or letter from your tutor isn't enough. Don't student funding letters show the student ID?

[trousers]

Of course, this is what happens when you don't get the players to work in the ticket office from time to time. They've never had this kind of trouble down the road. A lesson to be learned there I feel.

[Redondo Saint]

It is when I go on holiday tomorrow and no time to sort any of that!! I done everything they asked of me which was fine at the time, they even took payment!! And now they have moved the goal posts!!

 

You should be spending your money on books and supplies, not Premier League season tickets.

[trousers]

You should be spending your money on books and supplies, not Premier League season tickets.

 

This.

 

One minute students are moaning they haven't got enough money to pay for their own education the next minute they're buying luxury goods.

 

FFS.

 

;-)

[lordswoodsaints]

Tax dodger!

[Saint_Donovan]

You should be spending your money on books and supplies, not Premier League season tickets.

 

Thank you for telling me how to spend my money, I'll definitely take your views into consideration!! :-/

 

Arse

[Thedelldays]

Thank you for telling me how to spend my money, I'll definitely take your views into consideration!! :-/

 

Arse

if you can afford holidays whilst being a student, you can afford to pay full price for a ST

[Saint_Donovan]

if you can afford holidays whilst being a student, you can afford to pay full price for a ST

 

I didn't say I couldn't afford it

[pingwing]

Poor form from the ticket office, I had to do the same thing for my season ticket last year, they were a bit frustrating about that missing my email with my card pictured in it.

 

This year for the renewal (still a student) there was no bother at all, sent it out without needing new proof. Just seems a bit hit and miss to who you speak to

[Michelle]

Surely it should be the same rules as the concessions for age - you have to prove you're at the relevant concessionary age on August 1st this year to be entitled to the discount for the season, therefore you should have valid student ID that covers August 1st to qualify for the reduced price?

[Thorpe-le-Saint]

Am I the only one who has NEVER had a problem with out ticket office?

[trousers]

Am I the only one who has NEVER had a problem with out ticket office?

 

Nope. You and me both baby x :-)

[Charlie Wayman]

Where I sit in the Itching is now called 'Premium' and has become part of 'Corporate Area' and I didn't have to do a thing! Will we get cushioned seats now?

[MadDogMatt]

The OP has not been treated well and it is certainly poor customer service.

 

I tried to renew our season tickets x2 on the first day and dead on the time I was able to (when wanting to move seats) and more than two weeks later have not been able to as I have 14 seats linked to my customer number and they can't process it "computer says no"! (This is due to moving seats and buying extra seats for some games last season).

 

I have called three times in follow up and been told its being looked into. I have emailed three times and asked for progress and not had a single reply. Another example of poor service.

[Frank's cousin]

Not sure why some are so keen to suddenly begin the shoddy service routine - inefficient probably, confusing definitely, but Unless some one has ignored him, been rude, stroppy etc... its frustrating, but hardly the the biggest issue in the world. As the Kingsland Codger says, just write, explain and let them sort it out. I am sure they will. I suspect that they are all adapting to the new ticketing system and probably stricter rules on concessions... some confusion still exists over what consitutes a valid form of ID for student status.

 

Yep its not great, and these things should really be ironed out and comunicated before taking folks cash, especially as with the smart ticket, if they dont see student status and you dont pay up the extra, you may find the card is blocked so worth sorting and not just thinking you have a 'result'.

 

Out of 20 odd k ST applications there are bound to be a some that go wrong - and as usual they will be the ones highlighted by the those happy to give the club a kicking at every opportunity it gets something wrong. Sure its important to point these things out and help them improve, but to put it in perspective... there could be 20K threads on great ticket office experiences - mountain/molehill/drama springs to mind.... Had STs for 10 years, and about 100+ ticket transactions and never had 1 problem, always quick efficient and excellent service so will those sticking the boot in, be equally supportive of the TO based on my experience? Thought not.....

Edited 25 June, 2012 by Frank's cousin

[shurlock]

Am I the only one who has NEVER had a problem with out ticket office?

 

Me too - they've pulled out the stops in the past, even got our bubble bus for the skates game to wait after we were held up in London.

Give me the ticket office over Virgin Media any day.

[stev2001]

Do I get student discount on match tickets? I work full time but have a valid NUS extra card due to the OU degree I'm doing? Never tried it before as I'm in my 30s

[The Kraken]

Not sure why some are so keen to suddenly begin the shoddy service routine.....

 

Because it is shoddy service. Because its not an isolated example from the ticket office. Because its another example of poor communication unnecessarily making the customer service experience of the ticket office more difficult. Because there is a relatively new booking fee which, you'd have thought, would have enabled the club to improve the whole service but which seems to have gone the other way.

 

Its hardly a kicking to highlight a flawed club policy. A customer wants to give the club hundreds of pounds, and is being given the run around to do so. Yeah its a completely minor incident, I don't think anyone would suggest its a huge issue, though pretty frustrating for the OP. But if there's any sort of chance that the club actually read this thread and do something about it, then all the better. It's also highlighted that there isn't a consistent club policy for dispatching concessionary STs; some students were told they need to show ID, haven't yet, but have still received their tickets through the post. The OP has had the opposite experience. If I worked for the club's ticket office I think that's information that I'd want to know, so I could standardise it and make sure my staff know exactly what they're supposed to be doing.

[Frank's cousin]

Because it is shoddy service. Because its not an isolated example from the ticket office. Because its another example of poor communication unnecessarily making the customer service experience of the ticket office more difficult. Because there is a relatively new booking fee which, you'd have thought, would have enabled the club to improve the whole service but which seems to have gone the other way.

 

Its hardly a kicking to highlight a flawed club policy. A customer wants to give the club hundreds of pounds, and is being given the run around to do so. Yeah its a completely minor incident, I don't think anyone would suggest its a huge issue, though pretty frustrating for the OP. But if there's any sort of chance that the club actually read this thread and do something about it, then all the better. It's also highlighted that there isn't a consistent club policy for dispatching concessionary STs; some students were told they need to show ID, haven't yet, but have still received their tickets through the post. The OP has had the opposite experience. If I worked for the club's ticket office I think that's information that I'd want to know, so I could standardise it and make sure my staff know exactly what they're supposed to be doing.

 

I think if you read my post, I have no problem with letting the club know that this needs to be sorted and that the TO have to improve this aspect of the service... that's a given... its the usual suspects - 'The Famous Five' (all called D ick and F anny) who love this sort of thing as it presents the ideal opportunitry to once again blow it out of all proportion... like I said would they come on threads congratualting the TO and club for the 20k ST sales that will have gone through without any possible hitch and have been exemplory?