Poor ticket policy
by CyKaz on Jun 23, 2008 1:25 PM EDT
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PrintI am posting this to share what I am writing to the Rays customer service department and also make you all aware fo the story.
I am writing you as a concerned Rays fan. Yesterday, June 22nd, I wanted to attend the Rays vs. Astros game. I went online to purchase tickets like I had about 15 times this season. Unfortunately, Ticketmaster was no longer selling tickets on-line, so I called them in an attempt to purchase tickets. This effort also went without success. Because of the rain, I did not want to go to the game without tickets in hand and be forced to stand in the ticket line and get soaked. Therefore, I tried one last thing before I abandoned the effort all together. I called the Rays office at Tropicana Field, and this is where I feel like you should be concerned as a business trying to attract customers.
My experience started as a positive one, as I was quickly helped by the young lady that pleasantly answered the phone. I told her about my previous efforts to get tickets and my predicament of the weather conditions and desire to attend the game without needing to wait in the rain. She quickly answered about how no longer selling tickets this close to the game was policy. I said that I understand the policy, but I feel that a team trying to increase attendance numbers would bend the rules for a person looking to purchase 6 tickets and is unwilling to go if forced to stand in the ticket line. She went back to the policy rehearsed line and quickly tried to exit the conversation.
I was not happy with the dismissal she was giving me, so I asked her the simple question, “shouldn’t a franchise trying to increase attendance be more flexible in providing tickets to customers?” Her answer was simply that the Rays had over 30K on Saturday night. I reminded her that Kool in the Gang was in concert and the numbers throughout the year have been over 30K when a concert followed the game and Friday only had about 14K. She was quick to point out that the Rays had a three game series during the week and drew over 100K. I told her that I attended all three of those games and there crowd was certainly over 50% Cubs fans.
I think she had enough and quickly asked, “did you call here to bitch and moan, or is there something I can help you with?” The only response that I felt was appropriate was, “I guess not” and I hung up.
I am a huge Rays fan and I will continue to attend games because of my love for this team and what the future holds in talent here in Tampa and as Peter Gammons recently said, “the ridiculous amount of talent” in the organization as a whole. My only concern is the casual fan who might be treated the same way and will not be willing to attend another game because of the bad experience. As a Rays fan, I know the importance of attendance and its relationship to the economic success and consequently the on field success of this franchise. I sincerely hope that your organization takes a strong look at your flexibility in providing tickets to fans that want to attend games.
Thank you for your time on this matter.
This post was written by a member of the DRaysBay community and does not necessarily express the views or opinions of DRaysBay staff.
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Damned if you do/damned if you don't
Ticket office is really in a bind. I was about 2 hours earlier to the Father’s Day game and it took forever to get a block of 3 seats because every time the ticket agent would select a section someone would buy them up online. You have to see where this leaves them 15 mins to game time, especially if it’s raining and everyone is trying to buy them online. This most likely isn’t the best way to deal with the situation, but is a short term solution until something more permanent can be put in place. As for the gal on the phone I would have done the same thing if you kept reiterating your point without seeing that it was pointless. As in almost all situations bureaucracy sucks and you can’t fight the machine. It’s Chinatown.
Be who you are and say what you feel, because those who mind don't matter, and those who matter don't mind.
When the only tool you have is a hammer, everything looks like a nail.
The Rays aren’t doing this simply to be a group of assholes; I think you should be aware of that. Customer service representatives do not want to get into an argument over customers about policies which they have no control over. Most of the time, reps feel that their actions are bound by these policies, but customers often misinterpret that as reps being enforcers of said policies, which you clearly took the approach of with your interrogation. You’ll never get anybody to help you or ‘bend the rules’ acting like that.
I’ve personally found that the best approach to take with a situation like that is to sympathise the representative to escalate the situation to a supervisor in a nice way, such as “I understand what you’re saying and I understand that you cannot do this for me. Is there a way I can speak to a supervisor about this situation?” The most common response is something along the lines of “I’ll let you talk to them but I don’t think/don’t know if they can do it either.” (FYI, if you don’t sympathise with the Rep, there is less of a chance that you’ll get help since they don’t need asshole customers telling their bosses that they think they’re being rude). You can ride this up the line as far and high as you want, until you get your way or give up, but ultimately, a customer service representative is not going to let you have your way if you try to get into a war of words with them over policies they didn’t create; it’s much easier to be rude and/or hang up on you.
This, from a former customer service representative who certainly has a good idea of how that complaint probably happened in real life.
by kericr on Jun 23, 2008 2:11 PM EDT reply actions 3 recs
Agreed
No point in arguing a policy with a person who has no power to change it. Better to carefully document the situation, and bring it to the attention of people who can.
I couldn’t agree more that their pre-game ticketing policy is ridiculous and inconvenient. At the same time, what this guy did makes as much sense as yelling at a vendor for the price of beer.
by GomesSweetGomes on Jun 23, 2008 2:28 PM EDT up reply actions 1 recs
Really...
He wasn’t asking for a change in the price of tickets, so I don’t see how it’s relative at all. If you read the post clearly the Rays front office worker was the one who was condescending to him initially.
by Ryan Gilliss on Jun 23, 2008 3:01 PM EDT up reply actions
I won't argue over the sequence of events, or who acted rudely first
But I had a similar situation happen last summer with a Rays stadium ‘policy’ which I felt was being made up by an overbearing usher on the spot. Instead of disobeying the policy, or questioning the circle of his authority, I took down his name, took my seat, and began writing a detailed narrative of everything that had just transpired, and how this had ruined my trip to the park. The next day I sent a letter to fan services. Not only did they side with me on the issue, they also gave me an autographed Johnny Gomes baseball and an autographed Scott Kazmir lithograph. The usher still sucks up to me pretty much every time he sees me.
Again, I think the policy should be changed. But in life, as in baseball, a patient approach gets you a lot farther than swinging all you anger at the first pitch you see.
by GomesSweetGomes on Jun 23, 2008 4:33 PM EDT up reply actions
The old adage..
A lack of planning on your part does not constitute an emergency on my part.
When it is that close to gametime, the conveniences of ordering online and such go by the wayside. Her last response was not very business like, but when you’re dealing with tens of thousands of customers, once you make an exception for one, everyone else will want it as well. If you want the convenience of ordering by phone or online, the day before is the latest it should be done. If you wait until gameday, you’re at the mercy of the system.
HUH?
So if I were to "argue with the vendor about the price of beer" should he not point me to the proper person to talk to it about rather than cuss at me? These employees represent the organization as a whole and when they are talking to a customer they should treat them with respect and sympathy. When they instituted a poor ticketing policy and then hired a person to answer the phones on that day they better have a better plan of dealing with fan than going on the offensive telling how great ticket sales are when clearly the facts show otherwise.
I did not once insult or attack this girl personally but rather questioned the policy. If she was not qualified to discuss the Rays ticket policy then she should not have continued the discussion but rather given me to a supervisor or taken my name and number and had somebody call me back.
The Rays made a decision to hire this girl for the job of answering the phone and dealing with ticket sales. Once they made that decision this employee represents their organization and they have to stand by her actions.
I think this policy is the norm through all of sports. Although I do think they should be more accomodating. Even if it was just to reassure you about the lines being short with cover so you wouldn't get wet.
they actually did bypass the “ropes” and bunched everyone under cover so nobody would get wet
I'm not siding with her last response
No matter how annoying your persistence was becoming with her, her last comment to you was out of line. Rather than get into a semantics battle with her about attendance, you should have asked for a supervisor. Reps are trained to handle as much as they can without escalating issues and to leave escalation requests up to the customer. Up until her last statement, she was likely doing exactly as she was trained to do.
From your details, she twice stated the company policy regard same day phone/computer sales. Given she is the lowest person on the totem pole, she does not have the ability to alter policy so your first mistake was wasting your time with her. If you politely asked twice for an exception and she refused, you should have requested the supervisor who may or may not have been able to help you. Getting into a spat about the Cubs series or the Kool and the Gang appearance was not going to get you anywhere. All it did was raise your anxiety level as well as hers. She broke first and called you a whiner and you took the high road by just hanging up rather than chewing her out which a lot of people would have done.
All I’m saying is that you’re venting your anger in the wrong direction. Using your beer analogy, it would be akin to yelling at Stan the Beer man about the $8 prices for beers. Stan does not set the prices nor the policies; he just sells the beer. If you have a problem with the prices, talk to Stan’s boss.
by Jason Collette on Jun 23, 2008 6:12 PM EDT up reply actions
Condoning what she said
is just plain stupid. It doesnt matter what CyKaz said, the ticket vendor is best not to cuss back at a paying customer. Her job is to sit there and take it, and I’m pretty sure that was in the job description along with the millions of other people who get paid to answer phones at customer service shops. There are two issues here: a poor policy that needs to be fixed, and someone that needs to be fired because they can’t do their job.
My father's day experience.
My wife and I took my twin two year old girls to the Trop for Father’s Day. We arrived about 45 minutes prior to the start of the game. I bought cheap seats in the upper deck because I didn’t know how my girls would react and I didn’t want to spend my usual $40 per ticket if we had to leave early. We ended up having to leave just before the first pitch because I’m not one that will let my kids misbehave and ruin everyone’s good time.
We walked by the customer service desk and just for the hell of it told the rep my situation and she offered to move me to the outfield free of charge. I politely declined and told her it was nap time and I didn’t want my kids to be an annoyance and she gave me two cards for two free tickets to either a Royals or A’s game that is coming up soon, box seats at that.
Just thought I’d share a good experience.
www.citadel-insurance.com
by SeanDubbs on Jun 23, 2008 6:51 PM EDT reply actions 1 recs
Thank you for parenting
Too many parents at the ballpark don’t these days.
by GomesSweetGomes on Jun 23, 2008 7:04 PM EDT up reply actions
My pleasure
Every foul ball I grab I’m always sure to give it to the most behaved Rays fan (typically between 3 and 10 years old). You can always tell who would appreciate it the most and actually be thankful.
www.citadel-insurance.com
Rec'd
for actual parenting
Do not think that what is hard for you to master is humanly impossible; but if a thing is humanly possible, consider it to be within your reach.
by Orlando Rays on Jun 24, 2008 7:50 AM EDT up reply actions
I agree with everything that has been said above
About the need to re-direct to a supervisor. Arguing with the ticket agent is futile, and rebutting her explanations of the policy is even worse. Her job is to defend the policy, whether she agrees with it or not, and she has no control over it. I would talk to someone that could make a change.
I will add in somewhat along the lines of what Sean said. I have found the Tropicana Field customer service people to be extremely helpful multiple times with getting me whatever I needed. One time in particular two years ago they were especially helpful. I had lost my tickets for the following day’s game against the Marlins after having used a voucher to get them. Now, given that the tickets were free, that they were for the cheap seats, that they have no way to verify what I’m saying, and that it isn’t their responsibility anyways to replace lost tickets, they could have blown me off. Instead, they replaced the tickets at no charge, and even upgraded our seats to the outfield in the process. An exceptionally nice thing to do.
In any case, I find that the people at the Trop want to do the right thing and they want to make your game experience better. You just have to do things the right way to get what you want.
by Patrick L. Kennedy on Jun 23, 2008 7:40 PM EDT reply actions
Ever heard of an umbrella?
Good for the Rays rep.
Good for the Rays Rep?
So you are saying that telling customers that you don’t need them is a good idea? You probably don’t even go to the games.
I too work in the Customer Service industry (don’t we all?), and if one of my employees acted this callously they would more than likely be fired.
by Ryan Gilliss on Jun 23, 2008 8:56 PM EDT up reply actions
Rays policy or MLB policy
It sounds like the Rays customers service tries to do their best. What I wonder is if the ticket policy is a Rays policy or an MLB and/or Ticketmaster policy. I’m assuming a MLB/ticketmaster policy. And if that’s the case the policy makes sense for teams that are going to sell out…it’s a bad idea for people to be standing in line outside the stadium while the game is being sold out to others buying tickets online. However, this is currently not a concern for the majority of Rays games. It would be nice if the team could divide available tickets into 2 groups…then sell one group online only and one group at the ticket office only. I assume the Rays would prefer to do something similar to this to allow for the most access to tickets when they are sure the game won’t sell out. But MLB/Tickmaster policy or contractual relationship probably prevents this.
Hopefully this won’t be an issue for the Rays soon because all games will be sellouts.
wow
All this guy was trying to do was to explain a bad experience he had with customer service and try to prevent it from happening in the future.. and everyone wants to correct him when he obviously wasn’t the one in the wrong. first off customer service means serve the customer not piss them off. second off they should be kissing any fan’s ass who wants to buy a ticket, let alone six. good post glad to know the policy for future reference.
Sometimes bad experiences are the result of going to somebody that really cannot help you
See my post below.
Do not think that what is hard for you to master is humanly impossible; but if a thing is humanly possible, consider it to be within your reach.
by Orlando Rays on Jun 24, 2008 7:48 AM EDT up reply actions
Next time, brave the line, dude
Although I agree that her candor was lacking, the Rays Front Office cannot help you with buying single-game tickets day-of.
I went to the last game of the first Yankees series. Due to the queue just to park, I didn’t get parked until 4:00 (10 min. before game time). At that point, the giant queue by the main ticket windows was half-used and being further expanded, and I was at the very end of the line, at least 250 people in front of me.
I was through the gate, ticket in hand, by first pitch.
Do not think that what is hard for you to master is humanly impossible; but if a thing is humanly possible, consider it to be within your reach.
To clarify, it took me over 45 minutes to get from I-375 at 9th St. N to my parking spot.
Do not think that what is hard for you to master is humanly impossible; but if a thing is humanly possible, consider it to be within your reach.
by Orlando Rays on Jun 24, 2008 7:47 AM EDT up reply actions
Does the girl making $8/hr give a damn?
Its not the rays policy, its ticketmaster and MLB. Did you really think she was going to say…oh i’ll waive the policy for you sir, you are buying 6 tickets. man up, stand in line, or buy the tickets the day before…either way its not her problem. she told you the policy twice. After that, you’re just another guy trying to tell her how to do her job, and she is not getting paid enough to hear it.
BOHICA
Actually...
she is getting paid enough to hear it. Her job is “Customer Service Rep”. If she felt like the guy was not understanding the policy she is trained to ask if he would like to speak to a supervisor.
And the word you are looking for is “it’s”.
Boom. Outta Here.
by Ryan Gilliss on Jun 24, 2008 11:11 AM EDT up reply actions
Missing the Point
I love how so many of you tell me how I should have handled the situation after the fact. Maybe I was a quality control analyst for the Rays and I wanted to see how she handled the situation. Any of you that have ideas for my behavior, let’s start a new post about that and I am willing to take suggestions. The point of my post and reason for taking the time out of my day to make the post is an attempt to understand their policy. I hardly would call myself an expert on MLB and Tampa Bay Rays ticket policy and I posted so that I might have a better understanding.
I think that we are all on here because we care about this team and the franchise. I have been to many games this year and will go to many more no matter how I am treated. I am more worried about the success of this franchise and how that success is jeopardized by poor hiring decisions by the Rays. I am not looking for free tickets, sympathy, or least of all your people skill suggestions. I am just trying to point out what I feel is a flaw in the ticket policy that could possibly be fixed and make it a more enjoyable experience for many fans.
So Mr. “man up, stand in line, or buy the tickets the day before,” your backhanded insults are noticed, discounted and then forgotten because you are not worth it. You strike me as a an $8/hour guy that complains about his job and customers that actually expect you to perform that job. So when you have something constructive to add to the conversation or better yet when you understand the point of the conversation try your best to contribute. Until then, don’t forget my fries with that burger.
by CyKaz on Jun 24, 2008 3:29 PM EDT reply actions 1 recs
As you explained in your initial post...
The system was not flawed. It worked as it was designed to work. It just did not meet your individual needs while at the same time successfully serving tens of thousands of others.
by Jason Collette on Jun 24, 2008 5:24 PM EDT up reply actions
Again totally missing the point. You make the argument that it served tens of thousands of fans. This is a team that is constantly on the bottom of the attendance rankings and you make an argument that they are properly serving their fans, they have to do more than other franchises. Let’s face it, it is hot as hell in the summer and rains almost every afternoon in the Bay area. If a fan decides that he or she wants to see a game last minute there should be a policy in place that does not make the fan take into consideration weather conditions. How would that hurt attendance numbers? That is the point here
Systems...
I just went through the current day schedule and randomly sampled 10 games. Only 3 sites would let me choose a ticket while the rest said tickets are no longer available for online purchases. The 3 teams that said yes were the Mets, Pirates, and Nationals. If a majority of the teams have the same policy the Rays do, I’m guessing there is a very good reason for this. Miami has the same policy as we do as I can’t buy a ticket online or the phone for the game 40 minutes from now. There is no clear reason why a team that is hurting for attendance would be making life difficult for people to buy tickets which leads me to believe it is a systems related issue (something with credit card processing perhaps?).
My whole point is the system is designed perfectly for you up to one day prior to the event. If you wait until the last second to make a decision, you have to be accommodating because the gameday process is designed to serve tens of thousands of people in a short amount of time.
by Jason Collette on Jun 24, 2008 6:25 PM EDT up reply actions
Those who were telling you you'd do better by changing your tone...
were trying to be constructive. Good luck changing policy the way you are going about it.
by GomesSweetGomes on Jun 25, 2008 9:01 AM EDT up reply actions
It's absolutely ridiculous....
the customer service rep’s attitude should be apologize not antagonize.
Boom. Outta Here.
by Ryan Gilliss on Jun 25, 2008 4:22 PM EDT up reply actions
Here's an idea, of sorts...
PRE-BUY TICKETS!!!
Gasp! Did you ever believe you’d see the day in which you’d actually have to buy tickets ahead of time?
C’mon, sometimes Floridians confuse me with their “but it’s (insert weather phenomenon) outside…you expect me to stand in line for tickets?”
Guess what, it happens everywhere else except for FL and KC it seems.
I can't remember where you said you lived, but in metropolitan areas you will find...
...many people decide to go to a ballgame on a whim. I often find myself in downtown St. Pete at the end of the work day. Last year when I had nothing going on that night I would just stop at Publix and then go to the game. This year I am punished for doing that because of the parking and the ridiculous “go to games on a whim” surcharge.
People going to games on a whim is only going to happen more frequently as the stadium moves further into the core of downtown. To expect people to pre-buy tickets and punish them for not doing so doesn’t exactly ingratiate the team to the fanbase, and it’s not like the Rays are a constant sell-out threat. Christ almost 1/3 of the real capacity of the stadium is tarped.
I don’t know about this “but it’s (insert weather phenomenon)” comment, I just know that the Rays are punishing fans for going to ball games on the spur of the moment.
by Top Gun Numba 1 on Jun 25, 2008 2:00 AM EDT up reply actions
Boo to the Two (Dollar Surcharge) and Other Public Floggings
I also question the $2 surcharge for last minute purchases as being a wise policy, but it is one being recommended by MLB with most teams following suit. Maybe MLB is trying to create business for the cottage industry of ticket re-sales (ie stub-hub) with whom they are partners (I say that factiously … but you always have to follow the money in any policy decision).
IMO the surcharge is detrimental to the Rays and their fans. Contrary to the theme and tenor of this thread, the Rays’ organization has been remarkable in its efforts to build a fan friendly and entertaining environment in an effort to build up its core fan base. The surcharge does not help.
Perhaps it’s the weather and competing activities, perhaps its people emigrating here from other states with team loyalties intact, but this area is traditionally full of fair weather fans. Win and they will come (eventually), lose and there’s plenty of options for how to spend one’s leisure. Now that the Rays are producing on the field and excitement is building around the community people who heretofore were not motivated to come out to a game are now considering it. For many of them it will be a spur of the moment decision. Any barriers negatively impacting that choice are not good. A $2 surcharge is just such a barrier.
Phil Espisito once said about hockey’s chances in Florida. "Let me get them in the door just once and they’ll be hooked". The same can be said about this young, talented, hustling Ray’s team.
Now the comment about feeling punished for having to pay for parking? Give me a break. That’s lame. That’s like saying I felt like I was publically flogged and put in stokes because I paid $5 for a hotdog Saturday when they were only $1 on ‘Dollar-dog Friday’. The Rays have the most lenient and inexpensive parking of any team in MLB. They are not punishing you.
$2 surcharge
I have no problem with the $2 surcharge for last minute purchases for Rays games. I do however, have a problem with the $7.75 surcharge for Lightning tickets. That is crap.
Thank you for your comment on the Lightning, on this blog devoted to the Lightning
by Top Gun Numba 1 on Jun 25, 2008 1:34 PM EDT up reply actions
If I had the time I'd so do a Lightning blog.
Think of the puns I could make with names like Prospal.
by R.J. Anderson on Jun 25, 2008 1:41 PM EDT up reply actions
Agreed...
...and not just because you are my older son. I work in downtown St. Pete but I don’t get off till 7 pm. Last year, I would sometimes decide at the last minute to go to a game - the Trop is half a mile or so from where I work - sometimes alone, sometimes with a friend or coworker. This year, I have just not been doing that; if I want a “social” experience, I head for the Midtown and watch the game on TV. Otherwise, I just go home and watch it.
It’s not that the $2 surcharge is gonna break me; it’s the principle of the thing. Plus, add in the $10 for parking, and it’s a real show-stopper, as far as I am concerned. (I work close enough to walk to the Trop and I will, during daylight. Not so fond of making the reverse trek after the game, in the dark, past all those seedy boarding houses, etc.)
Was talking to Someone Who Knows Something About This, and he told me that the object of the surcharge was to “change the culture” of buying tickets at the last minute. Phooey. I hate being nickeled and dimed. Aren’t we getting enough of that cr@p from the airlines these days?
Baseball, it is said, is only a game. True. And the Grand Canyon is only a hole in Arizona.
~George F. Will, Men at Work: The Craft of Baseball, 1990
There's no crying in baseball
What a bunch of fucking babies.
Be who you are and say what you feel, because those who mind don't matter, and those who matter don't mind.
by Sandy Kazmir on Jun 25, 2008 9:16 AM EDT reply actions 2 recs
"I don't understand why the Rays have such low attendance"
“Stop complaining about policies designed to lower attendance”
by Top Gun Numba 1 on Jun 25, 2008 1:35 PM EDT up reply actions
How can you say the policy is designed to lower attendance?
It is designed to maximize revenue. If you walk up to the gate and balk at buying a ticket because an hour earlier it cost $2 less, you might be an idiot. Get your life together and order the tickets earlier or beat up some kid and EARN the $2 like a man. Bitch about the parking or call a couple of friends and park for free? Hmm let me think about that one. I live in Orlando so it takes me about $20 in gas alone to get to the Trop and when I see this team on the field I’m not thinking, “Aw man if I had gotten here sooner I’d have a whole extra $2 in my pocket.” That’s a quarter of a beer. Y’all are spoiled living so close. 
Be who you are and say what you feel, because those who mind don't matter, and those who matter don't mind.
by Sandy Kazmir on Jun 25, 2008 4:36 PM EDT up reply actions
I think the Rays should adopt this attitude too.
“Fuck you customer, you have no grievance”
Why don’t you go out and enjoy one of the many fun leisure activities Orlando has to offer, like theme parks, or chain restaurants?
People don’t walk up to the ticket booth and then go away because of the $2 surcharge. They just don’t come back. There is such a thing as deciding to go to the game on the spur of the moment and this policy discourages it.
Also,
Get your life together and order the tickets earlier or beat up some kid and EARN the $2 like a man.
by Top Gun Numba 1 on Jun 25, 2008 4:52 PM EDT up reply actions
I’m a 23 year old grad student that works full time. Most of my friends make similar amount of money as I do and we simply do not have money growing on trees. Likewise we are extremely busy. I go to lots of games because I budget for them, but I have no idea if my schedule is going to allow me to go to certain games so I am almost always forced into buying tickets day of. Also the parking policy hurts people like myself. We get off work around 5 and me and my friends go to the games. Well I’d love to carpool but it is near impossible to find a central location and get everyone to car pool. We end up taking 2 or 3 cars to the game out of neccessity with none of them having the 4 needed. Thankfully we’ve found some free spots right near the Trop so we never pay for parking, but if we had to pay for parking every time I would go to significantly less games. Currently I probably go to 60% of all home games, and if I had to pay to park everytime I would probably make it to about 20 to 30%.
Last minute customers cost more than those that buy in advance.
Like anything else, planning and preparation are key to these ball clubs. Have you ever been to a restaurant when they are short a cook? Typically not a pleasant experience if they don’t fill his spot. If the restaurant gets a replacement he may hit overtime and instead of his usual $10 an hour he’s getting $15.
I know this isn’t exactly apples to apples, but the Rays may have similar problems. Just a thought.
www.citadel-insurance.com
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