Wednesday, 03 August 2016 21:20

Season Ticket Card Update

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Further to our update email earlier on this week, we have now had the opportunity to reconcile the extent of the problem with our distribution partner and also make plans for the Dover match on Saturday.

Why the problem occurred?
When matching cards to envelopes, our distribution partner did not correctly match names to envelopes when there were multiple occurrences of a name within the database. This resulted in people with similar names been mixed up on some occurrences e.g. if there were two Robert Jones on the distribution list, then there was a 50% chance that the two supporters received each other’s cards.

What steps we are taking to rectify the problem?
Our records are showing that less than 100 supporters are still in possession of incorrect cards and supporters still have the opportunity to exchange their cards for the correct seats prior to the game on Saturday.

However, we fully understand that not everybody can exchange their cards during the week and may not arrive in time at the ground on Saturday. We are also expecting the Ticket Office to be very busy anyway, due to the large number of supporters attending the opening game of the season against Dover.

This is why we have taken steps with our ticketing provider to allow the cards still impacted to be accepted in the correct area of the ground, where the season card holder is allocated his seat. This way season cards holders will not be further inconvenienced by lengthy queues on matchday when attempting to exchange their season cards. This will also allow us an additional ten days to rectify the problem ahead of the second home game of the season against Solihull.

Confirming your correct seat
We recommend supporters who still have the incorrect card to carry their season ticket renewal voucher, that was issued when purchasing their new season ticket. This will avoid any issues on matchday if anyone is sitting in your allocated seat. Our stewards will be fully briefed over the situation and will be instructed to act sympathetically towards season ticket holders if this problem arises.

Please note that although you may be in possession of your incorrect season card, we can confirm that your seat has not been resold. When we issued the season ticket receipt, that action automatically takes your seat off sale for all 23 matches of the league season.

Finally, we must thank supporters who have been impacted by this administrative error for their patience and understanding, whilst our Ticket Office team have been attempting to rectify the problem, which was unfortunately beyond our control.