Tuesday, August 07, 2007

Tottenham Hotspur: That Apology In Full... What A Load Of Rubbish!

Free with every membership pack - Did you get yours???


Here's the THFC's take on the misery at WHL before the Torino game:


TORINO DELAYS

We are obviously aware of the delays for some people collecting and buying tickets and entering the Stadium for our friendly match with Torino on Saturday. We apologise for any inconvenience these delays may have caused.
The Club used every available communication channel in the days and weeks leading up to the match urging fans to buy their tickets as soon as possible so that the Club could post tickets early and avoid the various postal strikes. Many fans heeded this advice and the vast majority of fans were able to access the Stadium without delay on Saturday. However, in the event, many other fans chose to buy their tickets in the couple of days leading up to the match or chose to wait until the day of the match itself and buy their tickets on the day.

Recognising this was happening in the week leading up to the match, the Club again used its communication channels and London-based media organisations to urge fans to collect their tickets during Thursday or Friday or arrive extra early to collect tickets on Saturday. Unfortunately, for a variety of reasons, many fans were unable to collect their tickets in advance of matchday or arrive at the Stadium as early as they had perhaps planned on Saturday.

In addition, many fans chose to purchase tickets on Saturday. The Club had anticipated fans turning up without booking tickets in advance and opened all available Ticket Office windows and opened as many cash turnstiles as it was possible to do. We also opened both the Ticket Office and the turnstiles early to ease the likely congestion caused by ticket collections and cash payments.

Despite all these warnings and actions, it is very difficult to predict and ultimately manage large numbers of people turning up to collect or buy tickets at the same time. Modern Premiership football stadia rarely, if ever, take cash payments on the day of matches and are no longer geared up for mass ticket collections as so many of our fans are Season Ticket Holders and the majority of One Hotspur members buy and receive their tickets well in advance of the match.

In addition, we are limited by the number of secure windows we have available for ticket collections and sales, hence the advice for fans to buy early, collect early, and/or leave plenty of time on the day of the match. Even for a normal matchday with very few ticket collections to contend with, we would always advise fans to allow a minimum of 90 minutes before kick-off for ticket collections as collections always take much longer than people imagine.

A number of other factors contributed to delays for some fans getting to and entering the Stadium on Saturday:

- road delays on the A10 and M25 which meant that many fans were delayed getting to White Hart Lane

- additional security checks for vans and lorries in the main roads leading to the Stadium - further delaying those arriving by car and bus

- the large number of people arriving at the same time

- postal strikes earlier in the week - and previous weeks - which inevitably delayed the arrival of some tickets for fans who, as advised, had purchased their tickets early

In the circumstances, the Ticket Office staff and stewards did the very best they could to ensure that everyone entered the Stadium as quickly and as safely as possible - safety being our paramount objective.

The vast majority of the near 31,000 crowd were in their seats well before the kick-off which was delayed as far as possible to ease congestion and help fans into the Stadium. Unfortunately, it was not possible to delay kick-off any further. Kick-off times are carefully agreed by the host club, visiting team, Police, local authorities, travel operators and TV companies. Delaying a kick-off, even by 15 minutes, is a decision that is not taken lightly as it may have a huge knock-on effect across a very wide area.

Once again, we apologise to fans for any inconvenience and thank everyone for their co-operation in ensuring that everyone entered the Stadium as quickly and as safely as possible
.

Now, what are your thoughts on this lot? Because little of it appears to tie in with what was posted on here or elsewhere.....

44 comments:

Anonymous said...

Rubbish I was in that queue and we all ordered our tickets in early July. An attempt to blame the fans for their ineptitude.

Anonymous said...

Does it really matter or is this just a dig at the club and how they treat season ticket holders? My feeling is this was a one off unless this sort of thing happens all the time at Spurs (?), I would accept the apology and move on .... but thats just me.

Any predictions for Saturday folks ? Clean sheet would be nice, but I still think it'll end 3-1 !!!

Anonymous said...

this all makes sense so whats your issue?? i got my ticket, early and posted to me and got in to the ground on time with no que at the turnstyle. also managed to get a drink with no problems and watched a great game from a seat that although i didnt pick was in a very good place in the ground....so whats the issue for all those fans that follow the advice given by the club????

Hocks said...

Well I DID forward your comments to them on email, both to the ticket office and customer care.....a couple of hours later the apology appeared

Anonymous said...

The large number of people arriving at the lane...

having a laaarf!!!!

Anonymous said...

How come the official site was still telling people to turn up on the day? Bollocks, I'm afraid.

Anonymous said...

Bullsh*t! Absolute rubbish. I am a member and bought two tickets the day they went on sale to members and they never arrived. Despite making 2 calls to the ticket office the week before.

Absolutly disgusted with the ticket office for the mess on Saturday, missed 30 mins of the game and had no time to enjoy my day out.

They better have this all sorted for the Everton game on 14th..... my ticket hasn't arrived yet.

Sort it out Spurs!

Anonymous said...

Errrrr communication routes? What about their f*cking stewards? None of them knew what was going on?


And how many reading this were hung up on by Ticket Office so called 'staff'?

Anonymous said...

Harry your drivin' me nuts!

Anonymous said...

That's Tottenham basically saying tough shit.

I have to say, friendly or not, turning up on the day to buy your ticket is pretty dumb anyway.

It is true, they said time and time again BUY YOUR TICKETS IN ADVANCE!!!

So I did, I got into the game no problem at all.

I have no problem with the system at all, I make it work for me rather than the other way round which will never happen.

Anonymous said...

Harry, you are such a tedious cunt.

Anonymous said...

I must confess, I didn;t have any of the problems listed on here either, bought my tickets in july online and received them two days later.

Did get the postcard notifying me my season ticket was ready for collection ..... YESTERDAY! Even though I collected my season ticket on Saturday! It is true the organisation for this was a shambles and I would really hope that someone is getting the sack for managing (should read mis-managing) this absolute shambles!

yidinfrance said...

Harry have you got an email address please, the one posted below does not work

Anonymous said...

It was bull sh1te.

I ordered my tickets when they went on sale and they never turned up. Phoned the ticket office and they just said turn up and they will re-print them for you.

I didnt have the print out they were asking for that would have let me in on the gates but luckily enough could get access to emails via the internet on my phone so only missed 10 mins. But hey, it's still 10 mins!!

It's not like this game was only just planned, it was arranged ages ago.

Hey, I've got my season ticket yesterday so no more waiting or queing for me!! Come on!!

Anonymous said...

I wasn't hung up on by the staff - I never managed to get through - just cut off by the automatic system. And I was ring because my attempts to book on line and by e-mail hadn't worked. in the end I had to takle time off work to go down and buy the tickets in person. No normal business could survive by treating its cutomers this way.

But don't blame the staff - they need more resources and a better system. The apology is not encouraging - but I hope Spurs have learnt some big lessons from this.

Anonymous said...

is anyone else still waiting for membership to come through? I put in my application ages ago and haven't had anything. Had to book Everton tickets wihout it. Luckily for me the whole system is so sh!t at the moment I could get them on general sale

Harry Hotspur said...

harrysblackberry@yahoo.co.uk works fine...

Anonymous said...

That is not an apology it's a begrudging stream of words that add up to 'we didn't kill anyone'....

DannyMackay said...

I bought my tickets on the day and it was just like old times.

Me and two mates met up about 12:30, got to the ground at around 13:00 and lined up to buy our tickets from the ticket office.

All the windows in the portacabin were open - and we got our tickets with enough time to spare to get into the ground and enjoy a pie and beer before taking our seats.

So I wonder if those who struggled to get in for the delayed kick off are people who never experienced or have forgotten what it was like being a football fan in the days when tickets were available on the day.

Anonymous said...

if we had the card system theres no need for anyone who is a member or season ticket holder to collect tickets poor old spurs getting left behind again

Anonymous said...

I am trying your email address but i keep getting my mails returned saying failure.

Anonymous said...

Like most people that had the problem with having to pick up tickets I bought mine as soon as they went on sale.
When I went to collect the the day before the game I was told I couldn't get them until the day of the game so the "pick them up before" excuse is also bull!

Michael Bulmer said...

Do I really need to add anything to my other posts Harry? What about getting the ratio of fans who bought tickets 4weeks b4 the match and never got them? (supposedly posted) It is my firm belief that the club has done this to save money on postage with total disregard for us which is why I am interested in the figure. Come on Harry - We all know which sites actually have value and thats why I am asking you and not those splitters at vital!

theshelfer said...

The attitude of that apology stinks.
I particularly liked the bit where they explain they are constrained by the number of windows they have. Here's an idea - put in some more windows, and employ some more people.

Anonymous said...

harry i cant send to your email it keeps returning!!

Anonymous said...

Good to see the 'I'm alright Jack' brigade are still going strong almost 20 years after thatcher was kicked out.

Harry Hotspur said...

harryhotspur.blogspot.com
@hotmail.co.uk

Harry Hotspur said...

Michael, I'm preparing a letter with copies to all the usual suspects at THFC which will include all the info that comes my way over the next few days inc comments left on here.

I don't but that there is a conspiracy to defraud the customers, but I do know that a small band of ars*holes at WHL are doing their level best to alienate the fans.

Aside from the I'm all right jack brigade of course who are too stupid to live.

HH

Michael Bulmer said...

So would you like me to USB up these taped conversations with the staff members (of the members club) laughable I know. There are three conflicting versions. Assurances of not gonna hang up on you just puutting you on hold - then 'click!' Urggggghhhh I feel like an angry Homer Simpson!

and thanks for blanking out my phone numbers ealier Harry - I simply sent that lost in to the Sun - although believe it or not I actually do have a job. Hence not teh time to check for spelling errors or missed words blah blah.........

sean k said...

will you all stop your bloody moaning nothings ever going to perfect, are you in charge of the running of the club , no, then dont even think that everything is as simple as you think it is.
how else can you communicate with 30000+ people phone them all one at a time to make sure, dont be bloody stupid. both sides are to blame to a certain degree obviously there are genuine problems too hence this is why the club are trying to apologise, they cant give you all a handwritten apology. IF YOU STILL ALL HAVE COMPLAINTS THEN GO DO SOMETHING ABOUT IT GROUP TOGETHER GO TO THE CLUB AND VOICE YOUR OPINIONS THERE IT OBVIOUSLY DOESNT MAKE A DIFFERENCE ON HERE NOW DOES IT.

Anonymous said...

Still not had my ticket for the Everton game which was 'posted' 2 weeks ago! Plus I can not get through to the ticket office on the phone :( So fed up of the crap service from the club.

sean k said...

ALSO IF I HEAR ANOTHER WORD ABOUT ALL OF YOU MOANING ABOUT NOT BEING ABLE TO CHOOSE YOUR TICKETS ILL SLAP YOU ALL GO TO THE CLUB AND TELL THEM 'ALL OF YOU' WE HAVE A LIMITED SIZE STADIUM AND THE CLUB ARE MAKING IT AS EXCLUSIVE AS POSSIBLE. HOWEVER I DO THINK YOU SHOULD BE ABLE TO CHOOSE, THE BIGGEST PROBLEM IS NOT THAT IT IS NOT BEING ABLE TO TAKE OTHERS TO THE GAME UNLESS THEY ARE A MEMBER NOW THATS A BIGGER PROBLEM YOUR SHUTTING MORE PEOPLE AWAY AND LOSING SUPPORT IN FAVOUR OF EXCLUSIVITY AND I HATE TO SAY IT TO MAKE MORE MONEY. HOW ELSE HOW WE GOING TO COMPETE WITHOUT A BIGGER STADIUM.

sean k said...

now lets stop all of this negativity and be positive for the new season and dont want to be brought down by problems that the club are now aware of to some degree and COYS COYS COYS!!!!!!!!!

Harry Hotspur said...

Exclusivity doesn't preclude choice.


I wanna pick my seat.

Ian S said...

Gotta say the fact that they are now charging an admin fee AND a postage fee is interesting in light of these events...

Anonymous said...

Well, Jol is getting a bit better, but still not acurate. Now , 'Berbatov didn't score away goals but he settled after scoring in Europe and then he scored for us'.
Yes, he settled after going to Germany and starting to score at home; and then he started to score away after going to Germany again due to his injury.
Well, Mr. Jol who is the great healer in Germany? Just guess.
Good for Spurs he's getting married soon and Germany will be in London...

Anonymous said...

Although slightly different, my missus bought me a signed ball for Christmas directly from the club. At £150 a pop, it was in a display cube and a came with a certificate.

The certificate itself was unprofessional indeed... signed by "1st Team Players" (In fecking biro written scrawl) You would have thought a bit of calligraphy wouldn't have been amiss here.

There were 14 squiggles on it. I could make out Martin Jol, Robbie Keane, and Mido. So only 13 players then in reality... which subs did they miss? Last I checked there were 11 players on the pitch and 5 subs in the modern game. Additionally, are there not twice as many players as that in a modern day squad, and more importantly was Berba's autograph on it? Given we nearly sold Mido in the January transfer window also... but anyway, the other signatures were a mystery.
There was nothing saying who signed the ball.
Whoever was responsible for getting the signatures had evidently taken an old fading black marker (complete with fat nib and purpleish ink due to its state), and a brand new thinner nibbed pen. So half the squiggles looked sh!t.

Despite the ball having plenty of white panels, one of the players put his moniker on the club badge/cockerel! You could see the ball's £7.99 price and barcode (printed on the ball) on display if you positioned the ball to display the signatures.

The display cube in itself had a chip in the black veneer finish when it arrived!!!

The whole thing smacked of unprofessionalism, and yet I could get a signed shirt with a COA, pics of the players signing the shirt in question, complete with a full list of the 22 players and MJ who had signed it all (in the same pen) for £120 on ebay.

Is it any wonder I told my missus to send the ball back? The thought behind buying me the ball was great, but the end product was disappointing. The club should exercise more quality control on a "premium gift" (or whatever they branded it as on their website), and show more respect for their fans. I won't even mention the excuses offered to her for why the ball was signed in two pens, the lack of signatures/clarity, signing on the club badge, chipped cube base...

I am only telling this tale because I do believe they have some idiots working at Spurs(I daresay some even support the gooners), and I do believe the club should not forsake the fan in their quest for progress, or make poor excuses. £150 quid is a lot of anyone's money for a sh!te looking £7.99 ball in a plastic display case with chipped base etc.

And if you think I'm being a tight cnut, try to make a Spurs team using a "1st eleven and two subs" and ask yourself which key players are not on your ball, whose autographs you have missed out on for your £150!!!

spurshil said...

I cant believe those that have posted on here and lay blame on the fans. I booked 4 tickets a month before the match and even though i emailed the club every day for a week before the game requesting info on my tickets i got no reply. I spent 2 hours in a poxy queue to miss the kick off. To that poster I PAID FOR POSTAGE but never got my tickets, its wednesday now and they still havent turned up WHY they were never posted in the first place. I'm waiting for my Everton ticket but i dont believe it will arrive, even though the booking fee has doubled in price this year, they haven't sent it out. My derby county ticket arrived and that was the last ticket i booked. Well done harry for highlighting the plight of members who have been shit on by the club, we love the club but are not blind to the fact they take us for granted. As for their so called appology do you notice how they blame everyone but themselves. In a world of united cities and rovers there's only one cockup spurs!

Anonymous said...

hey harry, as a relative newcomer to the spurs phenomena could you explain a bit of background (when and where) about the photo at the top of your page - its magnificent!!!

Anonymous said...

You lot make me sick!
Your all spurs fans no?

THen why the FECK!!!! are you complainin that you saw the mighty spurs 15 minutes later than you should have!

NF50Y said...

I was astounded by the queues as I arrived at the North Stand Saturday, I haven't seen anything like it for ages. I assumed that it must have had something to do with a lot of people ordering too late to post, or coming on the day since I only got my rear end into gear & ordered my tickets a week or two before the actual game. I'm a season ticket holder but was astonished to find not only the ticket office actually quite efficient over the phone (which only happens when there's no demand) but also that I didn't need to use any ST/ membership details and had the choice of sitting pretty much anywhere - obviously in late July the take-up on tickets was very low. Given the fact it was our only home game and just a week before Prem kick-off this surprised me.

MY STs only arrived in the post recently and mates have told me about the difficulties in buying prem game tickets under the new system, so I'm sorry to have seen and heard of the problems; but my Torino tickets turned up promptly and it does seem to me that Spurs must have been unusually deluged at the relatively last minute; and in this day and age when the ground is pre-sold out weeks ahead, they are just not used to having to deal with match attendance under these conditions.

If you want to blame anyone, blame the bandwagon-jumpers. The ticket office will learn to deal with the sudden upsurge in interest in attendance; but personally, I'm grateful to the club for finally putting itself in a position where we are creating such interest, I've been going year in, year out, praying for this…

(But naturally, if I myself have any problems getting tickets later in the season - on the autopay for cup games/ Europe or whatever, in true fickle Spurs fan spirit, I will sign any protest or petition you care to raise in protest over the matter, Harry)

Harry Hotspur said...

8.50

It's available as a free screen saver from the Official Site, mate.

As for the rest, Topspurs.com without doubt have some great archive info so perhaps you wouldn't be offended if I point you at them.

Keep it Tottenham!

Harry Hotspur said...

10.12

You're a card.

I think I spelt that right.


HH

Harry Hotspur said...

nf50y

Great post mate, cheers.