Important: 'Ghost' Tickets Emailed For Ross County

[benjacobs]

Hi there,

We have been made aware of a series of emails sent out this afternoon (Saturday 7 August) with 'ghost' tickets for Ross County. These appear to confirm you have a ticket for the game but don't provide a seat number.

Having looked into this, I can confirm this is an administrative error. Unfortunately, if you have received this email today you have not been successful in the ballot. Any ticket without a seat number, or any email sent today confirming you been successful in the ballot, has been sent in error. We are afraid you have been unsuccessful.

Those who have valid tickets, selected via the ballot, received their confirmation on Friday. Only those contacted then, with tickets that included seat numbers, are eligible to attend the game on Sunday.

We are really sorry for any confusion and appreciate fans who received blank tickets today will be disappointed. We will confirm your unsuccessful application later today in order to avoid any confusion.

[H18 SFR]

Thanks for confirming Ben. Not ideal at all that this has happened but this quick thread provides some clarity nonetheless.

[Hulk1875]

Hi there,

We have been made aware of a series of emails sent out this afternoon (Saturday 7 August) with 'ghost' tickets for Ross County. These appear to confirm you have a ticket for the game but don't provide a seat number.

Having looked into this, I can confirm this is an administrative error. Unfortunately, if you have received this email today you have not been successful in the ballot. Any ticket without a seat number, or any email sent today confirming you been successful in the ballot, has been sent in error. We are afraid you have been unsuccessful.

Those who have valid tickets, selected via the ballot, received their confirmation on Friday. Only those contacted then, with tickets that included seat numbers, are eligible to attend the game on Sunday.

We are really sorry for any confusion and appreciate fans who received blank tickets today will be disappointed. We will confirm your unsuccessful application later today in order to avoid any confusion.

Gutted wee mans 7th birthday Monday just gave him away top as early present thinking we’ve got tickets

[Danderhall Hibs]

Amateur.

[007]

Amateur.

Harsh.

You do realise the ticket office have been working late on several nights? Plus, I've seen numerous posts about how helpful they've been when asked questions. I think they should be cut some slack.

[Irish_Steve]

Harsh.

You do realise the ticket office have been working late on several nights? Plus, I've seen numerous posts about how helpful they've been when asked questions. I think they should be cut some slack.

Yip, the TO are doing an excellent job under the most trying of circumstances. It`s all a bit of a learning curve for them too.

[gbhibby]

Casper will be OK.

[Danderhall Hibs]

Harsh.

You do realise the ticket office have been working late on several nights? Plus, I've seen numerous posts about how helpful they've been when asked questions. I think they should be cut some slack.

It’s not harsh - the ballot process was a farce. I’ve not been told I’ve not got a ticket until I actually receive a blank ticket. Amateur is being complimentary.

[gbhibby]

How many tickets are they talking about?
Surely they could allow those with these tickets to be allocated seats in FF. A email explaining this action to the council. The club would be adhering to social distancing and minimising the risk.

[Irish_Steve]

It’s not harsh - the ballot process was a farce. I’ve not been told I’ve not got a ticket until I actually receive a blank ticket. Amateur is being complimentary.

Was it a farce because you didn`t get a ticket? Equally I could say it all went very smoothly indeed with good comms because I got a ticket.

The TO are working under conditions that they have never experienced before so yes, may be cut them some slack

[Danderhall Hibs]

How many tickets are they talking about?
Surely they could allow those with these tickets to be allocated seats in FF. A email explaining this action to the council. The club would be adhering to social distancing and minimising the risk.

Presumably it’s the other 5000 or at least however many applied and were KBd.

[Danderhall Hibs]

Was it a farce because you didn`t get a ticket? Equally I could say it all went very smoothly indeed with good comms because I got a ticket.

The TO are working under conditions that they have never experienced before so yes, may be cut them some slack

No - mainly cos someone was working late tapping numbers into the system manually in the first place.

Also cos we had to select a preference with no “any” option - presumably there were areas chosen less so if you’d picked one of them you had a greater chance of winning.

And then they didn’t tell anyone they were unsuccessful instead they sent tickets out.

All a bit amateur really and if I’d been sitting smugly with a ticket i would’ve said the same. In fact the situation makes me wonder if they done the ballot correctly - given it’s so difficult for them there’s bound to have been other errors.

[andy1875]

Our group received this email with the ghost tickets too and being honest, it is a slap in the face regardless of it being an admin error or not. Mistakes do happen so I don’t want to be too critical, however I can’t help thinking the actual handling of this ballot could have been handled better.

My gripe is around notifications of the unsuccessful applications (or lack of notification to be precise).

People were still being sent emails/having hibs account menu updated from Thursday evening through to last night saying they were successful.

Why was there no notification sent to the others who were unsuccessful? I was probably a bit more relaxed about that but given the recent email confirming admin error, they have said they are going to confirm unsuccessful applications later today, meaning the ability to let those people know has been possible all along!

I have heard loads of good things about the ticket office staff so this isnt aimed at them directly, more so a gripe that it could have been handled by whomever has managed this ballot. If (and I hope we don’t need to do a ballot again) I hope lessons can be learned from this.

For those lucky enough to get tickets, enjoy and GGTTH.

[Slim Shady]

Was it a farce because you didn`t get a ticket? Equally I could say it all went very smoothly indeed with good comms because I got a ticket.

The TO are working under conditions that they have never experienced before so yes, may be cut them some slack

It is farcical. There willl be fans who having received the email, that don’t read Hibs.net, possibly arriving tomorrow - not having a ticket even though they got an email saying they’ve got one.

[Danderhall Hibs]

It is farcical. There willl be fans who having received the email, that don’t read Hibs.net, possibly arriving tomorrow - not having a ticket even though they got an email saying they’ve got one.

They’ve sent the correct email out now.

[Eyrie]

I wonder if the critics could do as good a job as the ticket office is doing under difficult circumstances.

I do think a goodwill gesture should be made to those who have received a ghost ticket and automatic success in the next ballot for Kilmarnock would be fair.

[Stuart93]

I wonder if the critics could do as good a job as the ticket office is doing under difficult circumstances.

I do think a goodwill gesture should be made to those who have received a ghost ticket and automatic success in the next ballot for Kilmarnock would be fair.

Shouldn’t be a ballot for that game anyway

[Rumble de Thump]

FYI calling people amateurs when they're not is libel. It's an unfortunate situation but not the end of the world.

[Stuart93]

FYI calling people amateurs when they're not is libel. It's an unfortunate situation but not the end of the world.

It is if you’re already humpty that you never got a ticket. End of the world stuff.

[Danderhall Hibs]

FYI calling people amateurs when they're not is libel. It's an unfortunate situation but not the end of the world.

:hilarious

Fair enough. Technically they’re not amateur as they get paid.

See you in court.

[Rumble de Thump]

:hilarious

Fair enough. Technically they’re not amateur as they get paid.

See you in court.

It's more likely the owner of the website would be in court unfortunately. Good luck getting tickets in future.

[Pretty Boy]

It's not great at all. Mistakes happen but this is a bad one. I say that as someone who has a ticket.

In saying that it's good that Hibs were prompt in communicating there was an error which should mitigate any potential confusion tomorrow.

[marinello59]

It's not great at all. Mistakes happen but this is a bad one. I say that as someone who has a ticket.

In saying that it's good that Hibs were prompt in communicating there was an error which should mitigate any potential confusion tomorrow.

It’s not great. I also got the ghost email, looks like somebody pushed the wrong button when trying to tell us we had been unlucky. It’s a bad mistake, somebody has had a really bad day at work. I’ve had several of those myself so I actually feel more sympathy then anger.

[Billy Whizz]

It’s not great. I also got the ghost email, looks like somebody pushed the wrong button when trying to tell us we had been unlucky. It’s a bad mistake, somebody has had a really bad day at work. I’ve had several of those myself so I actually feel more sympathy then anger.

We all make mistakes

[marinello59]

We all make mistakes

Yeap. And for most of us it’s done in private.

[JohnMcM]

Hi there,

We have been made aware of a series of emails sent out this afternoon (Saturday 7 August) with 'ghost' tickets for Ross County. These appear to confirm you have a ticket for the game but don't provide a seat number.

Having looked into this, I can confirm this is an administrative error. Unfortunately, if you have received this email today you have not been successful in the ballot. Any ticket without a seat number, or any email sent today confirming you been successful in the ballot, has been sent in error. We are afraid you have been unsuccessful.

Those who have valid tickets, selected via the ballot, received their confirmation on Friday. Only those contacted then, with tickets that included seat numbers, are eligible to attend the game on Sunday.

We are really sorry for any confusion and appreciate fans who received blank tickets today will be disappointed. We will confirm your unsuccessful application later today in order to avoid any confusion.

It happens. Thanks for the heads up.

[Northernhibee]

Credit for coming on here and facing up to it head on, that takes a degree of balls. Bad mistake but they happen.

[Sir David Gray]

Not great at all, I have a ticket for tomorrow but can fully appreciate the frustration of anyone who has received this email.

Hopefully it's not going to affect too many people turning up tomorrow with it being rectified so quickly.

[CMurdoch]

Hi there,

We have been made aware of a series of emails sent out this afternoon (Saturday 7 August) with 'ghost' tickets for Ross County. These appear to confirm you have a ticket for the game but don't provide a seat number.

Having looked into this, I can confirm this is an administrative error. Unfortunately, if you have received this email today you have not been successful in the ballot. Any ticket without a seat number, or any email sent today confirming you been successful in the ballot, has been sent in error. We are afraid you have been unsuccessful.

Those who have valid tickets, selected via the ballot, received their confirmation on Friday. Only those contacted then, with tickets that included seat numbers, are eligible to attend the game on Sunday.

We are really sorry for any confusion and appreciate fans who received blank tickets today will be disappointed. We will confirm your unsuccessful application later today in order to avoid any confusion.

Best laugh of the day.
Got my hopes up but quickly realised everyone else had the same email so either the clowncil had changed their mind or it was a mistake.
Nobody died and it was appropriately corrected within 90 minutes.
**** happens.

[hibbyfraelibby]

Shouldn’t be a ballot for that game anyway

...if only we had a loyalty points scheme🙃

[Allez Hibs]

FYI calling people amateurs when they're not is libel. It's an unfortunate situation but not the end of the world.

Wow.

[AL-Qaholik]

FYI calling people amateurs when they're not is libel. It's an unfortunate situation but not the end of the world.

Ok, you can have the username back now. I've been keeping it warm for you. :faf:

[Stantons Angel]

No - mainly cos someone was working late tapping numbers into the system manually in the first place.

Also cos we had to select a preference with no “any” option - presumably there were areas chosen less so if you’d picked one of them you had a greater chance of winning.

And then they didn’t tell anyone they were unsuccessful instead they sent tickets out.

All a bit amateur really and if I’d been sitting smugly with a ticket i would’ve said the same. In fact the situation makes me wonder if they done the ballot correctly - given it’s so difficult for them there’s bound to have been other errors.


I think your comments in regard to the ticket office staff "working late typing in numbers" is being disrespectful to the staff concerned.

Like most of us who are unaware of the pressures put upon these guys by us fans wanting that wee download of ticket confirmation.

There must be only two or three full time staff in that office now due to recent cut backs and when a time like this falls no one is replaced either temporary or part time.

As you have all said mistakes happen and they will happen the more we miscry the staff.

They have been dealing with selling season tickets, then people wanting to move seats, while trying out the new ticket system (that totally confused me,) ballotting games we should never have had to do and all the while the season tickets have still been selling. its no joke waking up in the morning and thinking " here i go again" we have all felt like that at one stage in our lives.

I think the Ticket office staff should be thanked and appreciated more by us all. if the mistake that happened is the only mistake then we are lucky no matter how many ticket are on sale.

So lets back off and let them get on with the job and providing the service.

[Allez Hibs]

I think your comments in regard to the ticket office staff "working late typing in numbers" is being disrespectful to the staff concerned.

Like most of us who are unaware of the pressures put upon these guys by us fans wanting that wee download of ticket confirmation.

There must be only two or three full time staff in that office now due to recent cut backs and when a time like this falls no one is replaced either temporary or part time.

As you have all said mistakes happen and they will happen the more we miscry the staff.

They have been dealing with selling season tickets, then people wanting to move seats, while trying out the new ticket system (that totally confused me,) ballotting games we should never have had to do and all the while the season tickets have still been selling. its no joke waking up in the morning and thinking " here i go again" we have all felt like that at one stage in our lives.

I think the Ticket office staff should be thanked and appreciated more by us all. if the mistake that happened is the only mistake then we are lucky no matter how many ticket are on sale.

So lets back off and let them get on with the job and providing the service.

We are one of the biggest clubs in Scotland though. Issues like this shouldn't happen.

[Stantons Angel]

We are one of the biggest clubs in Scotland though. Issues like this shouldn't happen.


No one wants to make mistakes that let other people down but it has happened and we have got to make a better of it and solve to avoid any future problem.

[lucky]

It’s a terrible mistake and not acceptable. The TO staff are no doubt working hard and are under pressure but this is just not good enough.

[Danderhall Hibs]

I think your comments in regard to the ticket office staff "working late typing in numbers" is being disrespectful to the staff concerned.

Like most of us who are unaware of the pressures put upon these guys by us fans wanting that wee download of ticket confirmation.

There must be only two or three full time staff in that office now due to recent cut backs and when a time like this falls no one is replaced either temporary or part time.

As you have all said mistakes happen and they will happen the more we miscry the staff.

They have been dealing with selling season tickets, then people wanting to move seats, while trying out the new ticket system (that totally confused me,) ballotting games we should never have had to do and all the while the season tickets have still been selling. its no joke waking up in the morning and thinking " here i go again" we have all felt like that at one stage in our lives.

I think the Ticket office staff should be thanked and appreciated more by us all. if the mistake that happened is the only mistake then we are lucky no matter how many ticket are on sale.

So lets back off and let them get on with the job and providing the service.

You make a number of fair points. I’m sure the person who made this mistake feels bad about it - I hope they don’t dwell on it for too long.

The fact that someone was sitting manually allocating tickets at the back of 10 on Thursday night is the clubs fault for putting pressure on - the late hours, weekend working and pressure are likely to have contributed to the mistake. The club have known there is likely to be a ballot since the STs were released for sale and they’ve not put a process in place to help the TO not did they consider an effective communication plan. I only got told I didn’t have a ticket after they sent me the ghost tickets and they had to follow it up.

In previous dealings with the TO folk like Mel have been really helpful - it’s the process I think is wrong. I’d love them to get on with their job and provide a service - the club management need to make it easier for them.

[flash]

It’s a terrible mistake and not acceptable. The TO staff are no doubt working hard and are under pressure but this is just not good enough.

You say not acceptable. Does that mean you want someone to lose their job?

[Hermit Crab]

You say not acceptable. Does that mean you want someone to lose their job?


No chance he wants that.

[flash]

No chance he wants that.

Good to know. It's a bad situation and I feel for those affected but it's pretty clear the TO staff are busting a gut just now.

[Hermit Crab]

Good to know. It's a bad situation and I feel for those affected but it's pretty clear the TO staff are busting a gut just now.


Aye, must be hellish the now dealing with all the restrictions and ballots as well as folk complaining etc

[Irish_Steve]

Aye, must be hellish the now dealing with all the restrictions and ballots as well as folk complaining etc

I can't tell if you are being sarcastic or not but from what I remember, the TO staff are actually working from home and are not in the office, hence emails going out late into the night

So, after a day of trying to sort out all kinds of problems, one poor employee accidentally presses the wrong button and all chaos breaks out of here. They get called allsorts, maybe some of the most outspoken may offer to help but I think I know the answer to that one.

[Danderhall Hibs]

I can't tell if you are being sarcastic or not but from what I remember, the TO staff are actually working from home and are not in the office, hence emails going out late into the night

So, after a day of trying to sort out all kinds of problems, one poor employee accidentally presses the wrong button and all chaos breaks out of here. They get called allsorts, maybe some of the most outspoken may offer to help but I think I know the answer to that one.

What do you want me to offer to do?

[Irish_Steve]

What do you want me to offer to do?

Ask if there is any way you could help the TO out. It's probably not as simple as that but it shows willing on your part instead of denigrating them over this. You may actually get to see how much grief they get

[Billy Whizz]

Ask if there is any way you could help the TO out. It's probably not as simple as that but it shows willing on your part instead of denigrating them over this. You may actually get to see how much grief they get

Good point but absolutely no idea

[Keith_M]

This isn't the fault of the TO staff... it's a problem created by lack of planning higher up.


Large parts of the process should be automated (or if it already is, it needs to be done properly) and then there would be little need for staff working such long hours.

[Hermit Crab]

I can't tell if you are being sarcastic or not but from what I remember, the TO staff are actually working from home and are not in the office, hence emails going out late into the night

So, after a day of trying to sort out all kinds of problems, one poor employee accidentally presses the wrong button and all chaos breaks out of here. They get called allsorts, maybe some of the most outspoken may offer to help but I think I know the answer to that one.


Nah I'm being straight up. Can't be easy for them.

[Danderhall Hibs]

This isn't the fault of the TO staff... it's a problem created by lack of planning higher up.


Large parts of the process should be automated (or if it already is, it needs to be done properly) and then there would be little need for staff working such long hours.

Spot on. Apologies if I wasn’t articulate enough with my point on previous posts.

[Billy Whizz]

This isn't the fault of the TO staff... it's a problem created by lack of planning higher up.


Large parts of the process should be automated (or if it already is, it needs to be done properly) and then there would be little need for staff working such long hours.

Keith, why don’t you offer to go in and help them, I’m sure any help would be appreciated

[Danderhall Hibs]

Ask if there is any way you could help the TO out. It's probably not as simple as that but it shows willing on your part instead of denigrating them over this. You may actually get to see how much grief they get

I would want stuff done at a level that makes the job easier for TO staff - we pay people at the club to do that. By the looks of things they’ve done nothing and inevitably a mistake was made.

[Danderhall Hibs]

Keith, why don’t you offer to go in and help them, I’m sure any help would be appreciated

Billy - there’s folk paid to do a job. They should be able to do it without a load of volunteers coming into do what they’re paid for.

[Billy Whizz]

Billy - there’s folk paid to do a job. They should be able to do it without a load of volunteers coming into do what they’re paid for.

DH, I’m sure there are. I don’t know anything about these sort of things, not my skill, but Keith seems to know
We are very light on staff at Hibs, so unless we start employing more people, we aren’t going to fix all these problems without some help, with as a volunteer or as a consultant

[Danderhall Hibs]

DH, I’m sure there are. I don’t know anything about these sort of things, not my skill, but Keith seems to know
We are very light on staff at Hibs, so unless we start employing more people, we aren’t going to fix all these problems without some help, with as a volunteer or as a consultant

If it’s needed they should employ. They knew a ballot was going to be a thing as it was well covered in the ST stuff - test were apparently unprepared for how difficult it’d be.

Horse has bolted now - gives the CEO an idea of the off field side of the club though.

[wookie70]

I want the TO staffed at the appropriate level. I don't want employees working at all times of night. There has been over a year to prepare for this and we simply haven't done a good job. The comms have been terrible with incorrect information, ghost tickets and email sent out telling fans things were on sale coming after they went on sale and we ended up having fans worried about not getting a ticket for the game last week when there were more tickets available than fans that wanted to go.

Ticketing desperately needs looked at and if the solution is extra staff then hire them. If getting tickets becomes a pain and comms continue to be poor all it will take is a slight dip in form and fans will start doing something else at the weekend.

Hopefully we can get back to using our virtual or plastic STs and the hard working staff in the TO can get a breather. The failings of the last few weeks in terms of ticketing do need looked at though and we have to do better. Other clubs don't have these issues and I suspect that is because they run loyalty schemes and have structure to ticketing.

[CMurdoch]

People seem to be in a constant state of disproportionate anger about everything.
Frustration brought on by the length of pandemic restrictions explains some of it but it isn't healthy and it needlessly hurts others.
Folk should try to imagine a loved one or even themselves making a minor faux pas at work before kicking out. A blank ticket template was sent out in error and the ripples spread wide.

The communications head acted quickly and put it right as soon as possible and they apologised.
It's bad enough getting pulled up by your boss for a mistake without people publicly piling in.
None of us lost anything we just got our hopes up for 90 mins before being put right.
Just like going to cup finals until 2016!
Be nice to fellow workers when they make honest mistakes, think good thoughts and save your anger for something or a manipulative someone who deserves it e.g. Alec Salmond!

[blackpoolhibs]

It’s a terrible mistake and not acceptable. The TO staff are no doubt working hard and are under pressure but this is just not good enough.

I agree some people will have purchased train tickets etc on the back of this. Its only 5000 tickets we are talking about, and these people will be getting paid to work late, they are not doing it for nothing.

[CMurdoch]

Hopefully the ticket office staff can get back to normal on Tuesday.
Send the new season ticket cards out to those who have moved seats and not have the headache of another ballot to deal with in the short term.

[gramskiwood]

People seem to be in a constant state of disproportionate anger about everything.
Frustration brought on by the length of pandemic restrictions explains some of it but it isn't healthy and it needlessly hurts others.
Folk should try to imagine a loved one or even themselves making a minor faux pas at work before kicking out. A blank ticket template was sent out in error and the ripples spread wide.

The communications head acted quickly and put it right as soon as possible and they apologised.
It's bad enough getting pulled up by your boss for a mistake without people publicly piling in.
None of us lost anything we just got our hopes up for 90 mins before being put right.
Just like going to cup finals until 2016!
Be nice to fellow workers when they make honest mistakes, think good thoughts and save your anger for something or a manipulative someone who deserves it e.g. Alec Salmond!

:top marks

[Irish_Steve]

I agree some people will have purchased train tickets etc on the back of this. Its only 5000 tickets we are talking about, and these people will be getting paid to work late, they are not doing it for nothing.

So, if it's that easy, tell us what you would have done it. Remember to show your working out, it is only too easy to say, they should have done x or y. Tell us how you would have implemented the whole ballot scheme

[blackpoolhibs]

So, if it's that easy, tell us what you would have done it. Remember to show your working out, it is only too easy to say, they should have done x or y. Tell us how you would have implemented the whole ballot scheme

Not sure what they had to do, but it is their job to do it correctly. I will have a guess that they put everyones name who applied onto a table tennis ball, then popped them all in a big bag, and got Ron to pick one out at a time. That was then written down and given to someone to email the successful applicants to give them the good news.

I might be off a bit with some of that, but you get my drift.

[jeffers]

Not going to have a go at the ticket office staff, they’ve always been very helpful and efficient. But it was a big F up, though I can’t quite believe anyone would have made plans to attend today’s game on the back of receiving an email with no tickets in it.

Going to sound like a broken record here, but I’d like to see Hibs do something for those of us who missed out today. Doesn’t have to be a free ticket for next week, but heavily discounted. Would Killie not be reasonable if we were to put it to them ? Or even say £10 off a purchase at the club shop. Just something to say we aren’t taking your support for granted.

I know some will disagree….

[Danderhall Hibs]

Not going to have a go at the ticket office staff, they’ve always been very helpful and efficient. But it was a big F up, though I can’t quite believe anyone would have made plans to attend today’s game on the back of receiving an email with no tickets in it.

Going to sound like a broken record here, but I’d like to see Hibs do something for those of us who missed out today. Doesn’t have to be a free ticket for next week, but heavily discounted. Would Killie not be reasonable if we were to put it to them ? Or even say £10 off a purchase at the club shop. Just something to say we aren’t taking your support for granted.

I know some will disagree….

If there’s only 1 ballot to take place the club should be looking to do something for the 5000 who are out of pocket.

[Irish_Steve]

Not sure what they had to do, but it is their job to do it correctly. I will have a guess that they put everyones name who applied onto a table tennis ball, then popped them all in a big bag, and got Ron to pick one out at a time. That was then written down and given to someone to email the successful applicants to give them the good news.

I might be off a bit with some of that, but you get my drift.

So you can’t actually come up with anything constructive yet you are only too ready to have a go at those who are. Nice

[HUTCHYHIBBY]

So, if it's that easy, tell us what you would have done it. Remember to show your working out, it is only too easy to say, they should have done x or y. Tell us how you would have implemented the whole ballot scheme

Are you not being a tad ridiculous here, do you think the people in the ticket office have just been dragged in off the streets and told to get on with it. I'm in no way having a go at the current TO employees when asking this question.

[Irish_Steve]

Are you not being a tad ridiculous here, do you think the people in the ticket office have just been dragged in off the streets and told to get on with it.

I’ve supported the TO the whole way through this.

[HUTCHYHIBBY]

I’ve supported the TO the whole way through this.

That's all very good, not sure what you're expecting from BH though.

[Irish_Steve]

That's all very good, not sure what you're expecting from BH though.

I’m not to one attacking the TO tho, am I? It’s only too easy to say they should have done this or that. I think the TO has been excellent given the circumstances

[jeffers]

I’m not to one attacking the TO tho, am I? It’s only too easy to say they should have done this or that. I think the TO has been excellent given the circumstances

The ballot could have been handled better, the emailing those who missed out suggesting they’d got a ticket was a F up and just added insult to injury. I don’t think any of that is up for debate. Someone screwed up the organisation at a higher level than the ticket office staff IMO. I don’t really see any direct criticism of the ticket office staff themselves.

[Rumble de Thump]

Ok, you can have the username back now. I've been keeping it warm for you. :faf:

I wasn't really expecting someone to respond with a libellous comment, but that's online forums for you.

[blackpoolhibs]

I’m not to one attacking the TO tho, am I? It’s only too easy to say they should have done this or that. I think the TO has been excellent given the circumstances

What circumstances, it's not Armageddon they are working through, it's a bloody ballot?

[007]

I want the TO staffed at the appropriate level. I don't want employees working at all times of night. There has been over a year to prepare for this and we simply haven't done a good job. The comms have been terrible with incorrect information, ghost tickets and email sent out telling fans things were on sale coming after they went on sale and we ended up having fans worried about not getting a ticket for the game last week when there were more tickets available than fans that wanted to go.

Ticketing desperately needs looked at and if the solution is extra staff then hire them. If getting tickets becomes a pain and comms continue to be poor all it will take is a slight dip in form and fans will start doing something else at the weekend.

Hopefully we can get back to using our virtual or plastic STs and the hard working staff in the TO can get a breather. The failings of the last few weeks in terms of ticketing do need looked at though and we have to do better. Other clubs don't have these issues and I suspect that is because they run loyalty schemes and have structure to ticketing.

Looks like other clubs do have similar issues after all.

https://www.dailyrecord.co.uk/sport/football/football-news/club-1872-demand-rangers-answers-24737785

In fact, probably worse issues.

[Irish_Steve]

What circumstances, it's not Armageddon they are working through, it's a bloody ballot?

I meant the consequences of the pandemic but you crack on

[wookie70]

Looks like other clubs do have similar issues after all.

https://www.dailyrecord.co.uk/sport/football/football-news/club-1872-demand-rangers-answers-24737785

In fact, probably worse issues.


I can't really work out from that why they couldn't get in. It mostly sounds like the complaint is about only communicating through social media which is obviously not ideal for some older fans. We have had complaints like that too. It would be interesting to see if those turned away had valid tickets, the stickies have a habit of printing their own.

[wookie70]

I can't really work out from that why they couldn't get in. It mostly sounds like the complaint is about only communicating through social media which is obviously not ideal for some older fans. We have had complaints like that too. It would be interesting to see if those turned away had valid tickets, the stickies have a habit of printing their own.

Had a look on FF. Seems that plenty were locked out and missed big chunks of the game because smart cards with tickets loaded didn't work. A fairly common thing at ER in the early days of the people free turnstile. At least that has resolved itself for the most part and hopefully the digital tickets will work this year.

[jeffers]

Had a look on FF. Seems that plenty were locked out and missed big chunks of the game because smart cards with tickets loaded didn't work. A fairly common thing at ER in the early days of the people free turnstile. At least that has resolved itself for the most part and hopefully the digital tickets will work this year.

Wonder if it’s a new system at Ibrox.

Hope they got in on time to see the Malmö goals :greengrin

[CMurdoch]

Looks like other clubs do have similar issues after all.

https://www.dailyrecord.co.uk/sport/football/football-news/club-1872-demand-rangers-answers-24737785

In fact, probably worse issues.

"Fan engagement does not only cover marketing and the sale of a myriad of new products to supporters, it also means meaningful engagement"
I liked that bit which rings true for Hibs as well.
The most recent elephant in the room being the use of two stands and the allowable capacity and whether there was a link between the two.
Too date the club have still not been forthcoming with a full joined up explanation despite having all manner of vehicles for doing so which leads to the obvious conclusion that they see us as customers rather than supporters with a valid interest in issues which affect us.

[blackpoolhibs]

I meant the consequences of the pandemic but you crack on

Does covid get the blame for everything in your house, it was a ballot for 5000 fans, not trying to split the atom.

[marinello59]

Does covid get the blame for everything in your house, it was a ballot for 5000 fans, not trying to split the atom.

It does in mine.
Haven’t painted the bathrooms? Covid.
Haven’t fixed the cupboard door? Covid.

[O'Rourke3]

If there’s only 1 ballot to take place the club should be looking to do something for the 5000 who are out of pocket.In what way? The game was available to watch. The fan limit was set by The Council.

Sent from my SM-G965F using Tapatalk

[Irish_Steve]

In what way? The game was available to watch. The fan limit was set by The Council.

Sent from my SM-G965F using Tapatalk

Typical of today's thinking. I didn't get what I want so I want compensation.

[Argylehibby]

Not sure if I missed it but why do people think the staff were working late and the process was manual? Email releases are set up with a time and when numbers are high released in smaller sets. Internet providers have processed in place to prevent large spam emails reaching people and staggered releases reduces the chances of that happening. I don’t think the staggered approach would have been needed for these numbers though.

Just a guess but my thoughts are that separate e mail templates were set up one would link to the file with ticket detail to be allocated and that’s worked perfectly. The unsuccessful group would be in a different data file and should have received the 2nd template but instead got the same template but as the file with ticket details didn’t have any data for them the ticket attached was blank. Yes with appropriate checks that would have been caught but far bigger companies than Hibs have got that type of programming wrong and not caught it.

[Danderhall Hibs]

Typical of today's thinking. I didn't get what I want so I want compensation.

It’s a bit different - call it compensation if you like but I didn’t get what I paid for. They provided me with a stream though - which cut out on 39 mins.

If there’s another ballot and we’re all square then fair enough - if not I paid for 3 tickets I couldn’t use.

[Danderhall Hibs]

Not sure if I missed it but why do people think the staff were working late and the process was manual? Email releases are set up with a time and when numbers are high released in smaller sets. Internet providers have processed in place to prevent large spam emails reaching people and staggered releases reduces the chances of that happening. I don’t think the staggered approach would have been needed for these numbers though.

Just a guess but my thoughts are that separate e mail templates were set up one would link to the file with ticket detail to be allocated and that’s worked perfectly. The unsuccessful group would be in a different data file and should have received the 2nd template but instead got the same template but as the file with ticket details didn’t have any data for them the ticket attached was blank. Yes with appropriate checks that would have been caught but far bigger companies than Hibs have got that type of programming wrong and not caught it.

I think it’s the way it was being done - almost one at a time. There were no comms to explain so could all be assumption and perception. If it was all programmed they need a new programmer.