Wembley and the galaxies of BCFC.
What can we learn from Bristol Citys ticketing arrangements for Wembley?
Was it a good day out even though we lost?
Were the ticket-selling arrangements fair?
We know there were 36,000 tickets to be sold and there was the chance of picking up new City fans and reviving lapsed fans. To some handing over Citys entire initial ticket allocation to Ticketmaster represented a efficient pragmatic approach, (avoid massive queues, disappointments, arguments and the like at Ashton Gate).
but
for the rest of us having a system that was initially phone only (for season ticket holders) and then (without anyone fully realising it) a twenty-minute free-for-all on the internet was seriously flawed in the following ways :
City did not look after its fans and plan the vocal support that's been called for by the Manager this season
There were no priority groups beyond season ticket holders and foundation members (priority groups could have included dedicated fans those who could provide proof of attending many important Home matches and/or long Distance Away matches).
The Ticketmaster internet ticket selling system (developed for Pop concerts) pays no respect to the elderly, or disabled fan, or fans without computers or without credit cards.
Even to those who were more internet-literate, there was no seating choice offered (take whats next in our selling sequence or get of the Line (please?).
Tickets were sold in a rigid sequence that was absurd to a football fan, from the middle of the Stadium towards the goal (sorry the computer wont allow me to do anything else).
Unscrupulous football fans (?), ticket touts and others acting in groups could make multiple ticket purchases
This led to a bonanza for the opportunists and both weakened and fragmented our support.
How did Hull City organise their ticket sales?
Its not known exactly how much BCFC paid Ticketmaster for this service (£120,000?), it was certainly not a suitably flexible service.
In comparison Hull City offered online, in person and sales by phone with numerous priority groups including new season ticket holders (Bristol City eventually did this as well but only on the issue of 2,000 extra tickets). By contrast our club claimed that using Ticketmaster was the best route of selling tickets due to the shortness of time.
As soon as the remaining eighteen thousand ticket went on general sale they were sold within twenty minutes on Ticketmasters on line (most tickets went this way) and phone service. Tickets were sold four at time to anybody. Not even a passing acquaintance with Ashton Gate was required. Within hours tickets were being offered on e bay, trade it and by ticket agencies while many genuine fans were unable to buy tickets within the short space of time.
Regardless of this BCFC considered the means of selling tickets to be "justified". The decision by the Club looked lazy, complacent and suggested that our commercial department fails to understand the importance of a play off final to loyal Bristol City fans.
What other methods could have been used?
There where numerous different methods the club could easily have used. If they had taken more care they could have demonstrated their care to the fans.
With regard to the Ticketmaster route they could have arranged to sell tickets to other priority groups, by supplying details from the Club's database, fans other than season ticket holders whose data is on file as regular ticket buyers. If the club had the will how hard can that really be to hard to arrange with a company of Ticketmasters size?
City could and should have kept a large slice of the tickets themselves, to be sold by varying means including good old queuing, limited to two to a person and to the following people :
o Shareholders
o Matchday staff
o Supporters Club members
o Supporters Trust Members
o Season ticket holders for next season
o Fans with a purchasing history on the database
If all the above was in place tickets genuine fans would have been less likely to have missed out on tickets.
Is our Commercial Department fit for purpose? Are they good enough for the Premiership and a new Stadium?
Certainly from mid-April it was likely that we would be in the play-offs. When did our Commercial department begin to investigate different methods of selling tickets should we reach Wembley? Did they bother at all? Did they just wait and see and then plump for the easy, cynical option (Ticketmaster, with no true investigation about different ticket-selling options?).
On the day did any of the Commercial staff try out the Ticketmaster route and find out how horrendous it was?
Customer Relations
. ? In the interests of Customer satisfaction
.. ?
Fortunately for some fans Wembley came up with an additional two thousand tickets. This seemed to coincide with pressure from the Supporters trust, who had pointed out the unfairness of what had already taken place. These tickets were then sold in a much fairer manner - In person only. Sales will be limited to the following groups: 2008/09 season ticket holders, (not including those who have renewed from 2007/08), shareholders, Supporters Club members, Supporters Trust members, Senior Reds and City Redz members. Tickets will be limited to two per applicant
How many balls up with tickets in recent years by BCFC have there been? Isn't time the Club talked openly with supporters on these matters and found ways forward. Each time mistakes happen, fans are left with the impression that ticket selling for big games is all too much trouble and all we really want is your money.
We are knocking on the Premiership door. When is the Commercial Department going to catch up with the Manager and Players?
Can you get the "12th Man" effect at Wembley? - Yes if you understand how important it is
Leading up to the final there was an approach from the Bristol City Supporters trust regarding the setting up of a singing section. This was scuppered very quickly when the Club stated that "unfortunately this is not possible" . No explanation was given. Considering Ticketmaster is an International operation it is quite hard to understand why BCFC could not negotiate several blocks of seating allocated for singing Bristol City fans. Fans who visit Wembley regularly understand that it is not an easy stadium in which to create the wall of noise the Chairman predicted. Exeter and Cambridge [three thousand tickets set aside!] have tried to combat the stadium's less than sympathetic acoustics by providing singing blocks for their support. The FA have taken their time but the West End lower tier is now identified as the home end and vocal England fans are encouraged to purchase tickets for this end in attempt to raise the atmosphere.
How did City fans show the way forward - again
The Supporters trust made a very admirable attempt to create a unofficial singing section in blocks 133 -135 at Wembley. Fans called Ticketmaster and asked specifically for those blocks, as a way of trying to ensure vocal support. They refused tickets offered in the ridiculous "rigid order" sequence.. The Supporters trust even went further and set up a on line method of exchanging tickets in or out of blocks 133-135. In the end the singing block was quite subdued because without the cooperation of BCFC to help coordinate matters and give its backing it is very hard to communicate with fellow fans solely on line.
Fans travelled up together often in very large groups, drank together, put on a carnival atmosphere outside the stadium and even hired entire nightclubs pre match to make the day a special event. As soon as these fans reached the turnstiles they split up and went to their separate blocks and seats away from their like minded friends and fellow fans.
For what was Bristol Citys biggest game in its history the atmosphere was anything but great and this for many was a real dissapointment. For many fans this game was more than just a day out and they really wanted to show their appreciation of the teams efforts by gathering together and in the words of GJ "doing what it takes" and offering "100% positive support". The Chairman's hopes of fans all singing and shouting together simply never happened in many areas. Not for the first time this season a match away from Ashton Gate was soured. Numerous fans of the same club bickering amongst themselves because they support in different ways and are not allowed to sit with like-minded people.
At a root of this unpleasantness is a failure to recognise that fans are not one entity but different groups who choose to support the team in different manners. Not everyone wants to roar for 90 minutes. Others want to support more quietly but are just as passionate about their support. Its quite logical as we are all possess different characters.. So manage this quite simple dynamic of Bristol Citys support. Lets have choice recognised and difference catered for.
The future - organising Away Support and planning for the new Stadium
Its time for BCFC to react to a section of its support and dedicate part of away allocations to singing support. Put aside say 10-20% and sell these tickets at a clearly defined section of City fans who want to support the team vocally. This would improve the feel of away days in an instant. It may not be 100% fool proof but it will be a massive improvement on the tawdry scenes at St Marys which saw City fans fighting each other. Do nothing and there will be more talk of bitter days on the road and a support that at times does not portray itself as unified behind its team. The extra hassle this would cause to manage surely would be offset massively by its outcome. It really can be done! Lets get away from the "mini-ticketmaster" approach of selling away tickets in a certain order, so that we can truly organise our vocal Away support. We can truly have the 12th man Away and at Home
At Ashton Gate we have seen a leap forward in the past season. The perceptions of the fans of other clubs towards us when they visit Ashton Gate is that we have a passionate Home atmosphere, led by "The Stand with Two Names" . It's to Steve Lansdown's credit that he has listened to fans and allowed Citys support back into the stand. The Chairman, Manager, Players and City fans see its importance. Clubs are dictated to by the Health and Safety executive and Football licensing authority but here BCFC can help itself.
When will our club show initiative on this matter?
We were one goal away from the Premiership ! At the highest levels, the small differences get more and more important.
Bristol City should not do mediocre, lets have support that is great.
