Listening to fans, we believe that the Club has really underestimated the strength of bad-feeling created with the handling of ticket sales. Many of these fans are season ticket holders and travelled away with the Club for decades. It further adds to the disatisfaction previously raised and affirms our stance regarding the poor ticketing communications.Here is a selection of the complaints and observations from fans who have contacted us.
A long standing Holte End season ticket holder who had the understanding that his son and himself had renewed. When trying to order tickets for the Walsall game, it came to light that the season tickets had not renewed. The reason given by the Club was an issue with the credit scheme. According to the Club the scheme provider had written to him. Though, he did not receive such a letter. He asked for a copy, the Club refused and advised him to join the waiting list. Coincidentally, their seats are in the Holte End Upper, in the locality of the Terrace View.
There may be a valid reason why the season ticket renewal did not process successfully. However, it does not excuse the way in which the Club communicated in this case.
The Trust has received evidence that fans on the 82 Lounge waiting list have been offered and taken Terrace View season tickets with away tickets allocated. This despite current 82 Lounge members being unable to get tickets for away games. Not to mention feeling snubbed when they pay significantly more when compared to the Terrace View.
To make matters worse, a Season Ticket Holder and his son in the 1874 Lounge have secured four tickets for the Newcastle game on Saturday, 12th August, despite only being two of them.
Terrace View ticketing continues to be raised by fans. Another example is of a fan who purchased three tickets in the Terrace View, has the option for away tickets for Newcastle and Burnley. However, he has not been to an away game for over four years. It has created ill-feeling amongst supporters, a them and us mentality.
There is a concern from some supporters in the management of the away criteria. For example, fans with 18 away games last season missed out on Burnley as the booking criteria dropped to 15+ away games from 17+. It may open away games to more fans. However, fans feel this is unfair on those with 18 games.
One long standing supporter of the Club commented, “I find it terrible that the real and loyal supporters who have been following Villa for decades are now missing out.”
This sentiment echoes the feedback received from other fans. There is a feeling amongst some fans that loyalty no longer rewards. The Club needs to be more transparent on its pricing and how they communicate to supporters.
We ask that the Club listens attentively and reaches out to the Trust to address the dissatisfaction amongst fans.
This is also an opportunity for Chris Heck, who is still relatively new to the Club, to really engage with fans. We are waiting to hear from you.