My attempt at being constructive

[Gray - YPC]

The FA has a complaints procedure, and this is linked with the customer charter they produce annually. This charter records the number of complaints recieved around different issues, and also reviews any big issues that came about.

 

With this in mind I'm hoping to be a pain in the ass, keep on nagging until I get some attempt at an answer, and perhaps get it highlighted in the charter for the future.

 

Anyway... here's what I sent:

 

Re: Refusal to issue duplicate tickets to innocent fans who have had their FA Cup Final tickets stolen. This complaint is regarding the fact that 1,600 Liverpool fans who qualifed for, and were being sent an FA Cup Final ticket will not be getting a ticket due to the refusal to issue duplicate tickets. This is due to them being stolen from the Royal Mail - a matter out of the hands of these fans.

 

A someone who travels home and away to watch my beloved team, spending thousands of pounds, traveling hundreds of miles, and making numerous sacrifices for the sake of "The Beautiful Game", I have a number of questions regarding the above situation that I feel need to be answered. Please note that I actually have my ticket, and am one of the lucky ones.

 

1) Why aren't duplicate tickets being issued considering the details of the tickets that have been stolen are available.

 

2) What is The FA's position regarding The Millennium Stadium's refusal to issue duplicate tickets?

 

3) Assuming The FA disagrees with The Millennium Stadium and their own policies, what sanctions are The FA to take against them, considering the FA is supposed to represent the fans?

 

3) What has changed since previous finals where duplicate tickets were issued?

 

4) How does The FA feel this situation fits in with the commitments outlined in the Customer Charter?

 

5) What would the policy have been had the tickets that were stolen have been intended for

"The Football Family"?

 

6) What would the policy have been had the tickets that were stolen have been intended for

FA Sponsors?

 

7) Does the FA feel it has achieved its key aims from the 2003-2004 Customer Charter, which included "Improved Customer Service support"?

 

8) Would you please arrange for a copy of the 2005-2006 Customer Charter to be sent to my address, as detailed below, so as I can review the findings of The FA regarding this situation, as per the guidelines The FA sets out around accountability.

 

I look forward to hearing from you with answers to all of the above questions, within the timescales given in the Customer Charter.

 

Regards,

 

Paul Gray

 

 

 

 

 

 

 

 

 

 

Complaints go to:

Customercharter@TheFA.com

 

 

 

Do your worst!!

[Spike]

great letter. I'd also have added the fact that liverpool put a £2.50 surcharge on each ticket to ensure recorded delivery and thus reduce any fraud / thefts on an individual level.

 

If I was one of the 1600 that missed out I'd sue the a*** out of royal mail.

[L19red]

royal mail are liable for the face value of the ticket. unless you specificaly identify the higher value fo the goods and pay extra insurance. Best you can hope for out of them is that they refund the ticket price.

[Molby]

well done Gray - good letter

[Gravy]

Apparently the Millennium Stadium told all semi finals teams that their policy was now that they do not issue duplicate tickets under any circumstances. They changed to this policy at the beginning of the year, so all clubs knew the position. Doesn't make it right though.

[Gray - YPC]

And I finally got a reply from The FA, having sent 3 further e-mails asking where my reply was!!

 

Dear Mr Gray

 

 

 

Many thanks for taking the time to write to us. I have just left my details on your answer phone so please do feel free to give me a call (please note that I am liable to be away from desk during the early part of next week). Please accept my apologies again for the apparent lack of response ? as indicated in my voicemail I have no record of your previous e-mail but in any event this is clearly unacceptable.

 

 

 

As per our statement issued at the time, after the theft of a substantial number of FA Cup Final tickets allocated to Liverpool FC and their supporters, The FA looked at every way of helping the fans affected.

 

 

 

The final decision on all safety and security measures at The Millennium Stadium rests with the Stadium Safety Advisory Group, which consists of the stadium management, The South Wales Police and Cardiff City Council. Since becoming aware of the stolen tickets The Football Association discussed a number of alternatives with the stadium authorities in an attempt find a solution that would allow those fans effected to enter the venue.

 

 

 

The options considered included reducing the segregation areas and allowing fans to occupy those seats, issuing replacement tickets on alternative ticket stock to enable easier identification of the replacement tickets or to install an additional cordon outside the stadium to screen all supporters and identify those with stolen tickets to prevent entry to the venue.

 

 

 

After taking all of these options on board and holding a number of meetings on this matter, the Safety Advisory Group maintained its no-duplicates policy for the match. The South Wales Police strongly endorsed this policy and also stressed that anyone found in possession of a stolen ticket would be arrested.

 

 

 

The FA has enormous sympathy for those genuine fans whose tickets were stolen. However, we had no option but to follow the advice and policy of the Safety Advisory Group in the interests of all fans attending the match.

 

 

 

Naturally you are more than welcome to a copy of our Customer Charter ? please note that one is in the post for you today. You can view the Charter in advance by following this link - http://www.thefa.com/NR/exeres/4FB11342-34...2,frameless.htm

 

 

 

Thanks again for taking the time and trouble to write.

 

 

 

Kind regards,

 

 

 

Alex Howells

 

Customer Relations Officer

 

The FA

 

020 7745 4545

[R A Softlad]

Paul, ask them if the no duplicates policy was also extended to members of the media as they were informed in an FA letter days before the final that should they lose their tickets duplicates would be issued.

[Gray - YPC]

Paul, ask them if the no duplicates policy was also extended to members of the media as they were informed in an FA letter days before the final that should they lose their tickets duplicates would be issued.

Where did you get this from? Any proof I can use?

 

Ta

[Redwire]

Where did you get this from? Any proof I can use?

 

Ta

 

In a further blow to the Millennium Stadium's credibility the FA's welcome pack to journalists attending Saturday's game includes the following statement: "Nobody will be admitted into the stadium without a valid ticket. Should you lose your ticket, then a duplicate can be arranged."

 

http://icliverpool.icnetwork.co.uk/0500liv...-name_page.html

[Gray - YPC]

Cheers mate.

 

I'm looking forward to this now

[jon_hall]

Aye that was one thing that pissed me off, as i was one who had his ticket stolen, and then to read that the press w*****s were able to get a duplicate if they lost it or whatever, didn't exactly endear me to the double standards of the stadium or the fa.

[Guest sniffer]

great letter. I'd also have added the fact that liverpool put a £2.50 surcharge on each ticket to ensure recorded delivery and thus reduce any fraud / thefts on an individual level.

 

If I was one of the 1600 that missed out I'd sue the a*** out of royal mail.

 

Recorded delivery does NOT reduce fraud or thefts on an individual level, I can assure you of that. The only way to sent anything secure is by Registered Mail. Recorded Delivery is a waste of time.

[Guest Jack Bauer]

Recorded delivery just means you get compensation if it goes missing.