It’s no secret that the Philadelphia Sports teams are on fire this season, Eagles are 8-0, Flyers are doing well and how about those Phillies in the World Series. It is bringing me back to 2009, only this time I am struggling to stay awake to watch the full game, the ones that have an 8:00pm EST start time.
It was such an exciting time here in Philadelphia.
Championship tickets were the hottest ticket and talk of the town, however that wasn’t the only topic that made headlines. There was an on-line ticket release that was available as of Monday, 10/27at 10am EST, knowing this was an extreme hard ticket to get, I’m sure fans had multiple devices up and running, to have a better chance to score tickets. And then, not only one problem but two issues, users experienced on their ticket buying journey:
- Fans “got stuck in the virtual waiting room
- Fans passed the virtual waiting room, added tickets to their cart and was kicked out of the site and lost tickets.
Just as I write the second bullet point, I get a sick feeling in my stomach. I cannot imagine being one of those fans, especially in the latter circumstance. It reminds me of, when I am multi-tasking while trying to order concert times, I have the seats I want, but due to running out of time, I no longer have the tickets I originally wanted/had. The only difference being this was a user error and not a system error, but totally relatable in a sense.
Zero stars for user experience, many fans took all over social media channels to voice their disappointments, bringing even more exposure around this “on-line glitch”. OUCH!!!!
All wondering and some even voicing, with the expected volume, how could something like this happen? As of this post, the NLCS is yet to respond, however as digital marketers and even as people, we know that sometime things happen, especially with technology, that are out of our control.
As we all know, once trust is lost by a brand, it is difficult to restore, some users now may find other avenues for future ticket purchases, just like making it to the World Series in 2022, this experience is something that many people will not forget.