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Post by kevkj on May 12, 2015 8:39:52 GMT
Im looking for some advice .My son took his 5 year old against Sunderland,i bought them the tickets on there membership cards as a treat.
The little lad was a little concerned about the turnstiles so told his dad to go first which he did.
The little lads membership card did not work so he couldnt get in,my son said to the turnstile operator theres obviously a problem and showed a paper copy of the ticket purchase and asked for him to be let in under the turnstyle ,the operator was sympathetic but a steward told him to refuse entry and the lad was frantic stuck in the turnstile alone as you would expect ,then a head steward arrived as my son wanted out the ground to the lad .This was refused as a silence was just starting,the lad just stood crying for two minutes.
Am i wrong in stating this could have been handled better.Would you complain?
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Post by Paul Spencer on May 12, 2015 8:44:46 GMT
Im looking for some advice .My son took his 5 year old against Sunderland,i bought them the tickets on there membership cards as a treat. The little lad was a little concerned about the turnstiles so told his dad to go first which he did. The little lads membership card did not work so he couldnt get in,my son said to the turnstile operator theres obviously a problem and showed a paper copy of the ticket purchase and asked for him to be let in under the turnstyle ,the operator refused to let him in and stewards arrived and the lad was frantic stook outside alone ,then a head steward arrived as my son wanted out the ground to the lad .This was refused as a silence was just starting,the lad just stood outside crying for two minutes. Am i wrong in stating this could have been handled better.Would you complain? Absolutely 100% complain. I've had it happen to me twice since the cards have come in and I've just stood my ground refusing to move until they let me in. 1. There's no way they could legally refuse to let your son OUT of the ground. 2. How was the situation resolved?
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Post by kevkj on May 12, 2015 8:49:01 GMT
Just He had to wait the full 2 minutes then was let out i believe whilst the child stood crying.The steward locked the internal turnstile and left tyhe child stuck y then had to go to the ticket office. Its not the fact the card didnt work,that can hgappen.Its the way it was handled with a small child.
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Post by metalhead on May 12, 2015 8:52:47 GMT
Sounds like you got a fucking jobsworth on the turnstyle. They are aware that the cards sometimes fail. I would absolutely complain. Speak to Josh Whittaker, he's a very approachable guy and I'm sure will want to resolve this.
Did they get in to see the game?
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Post by Paul Spencer on May 12, 2015 8:53:52 GMT
He had to wait the full 2 minutes then was let out i believe whilst the child stood crying.They then had to go to the ticket office. Its not the fact the card didnt work,that can hgappen.Its the way it was handled with a small child. Definitely complain Kev. I would send a letter by email to Josh Whittaker and cc. Tony Scholes in on it.
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Post by kevkj on May 12, 2015 8:57:11 GMT
Anybody have a email
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Post by towraytek on May 12, 2015 9:02:26 GMT
I that's a dreadful story Kev; if it had have happened to me I would have been apoplectic!
Your son and grandson deserve a grovelling apology at the very least.
Ek
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Post by metalhead on May 12, 2015 9:06:42 GMT
I'll get them for you as soon as I get to work.
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Post by kevkj on May 12, 2015 9:07:00 GMT
I have just spoke to my son who explains the lad was not locked outside but locked in the turnstile ,the steward shut the internal door and because the lad was trapped during the silence crying the turnstile operator took it upon himself to get the lad out the turnstiles and in through a door against the stewards will. I didnt know this bit until now ,thats shocking my grandson left trapped and crying.
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Post by Lakeland Potter on May 12, 2015 9:29:19 GMT
Im looking for some advice .My son took his 5 year old against Sunderland,i bought them the tickets on there membership cards as a treat. The little lad was a little concerned about the turnstiles so told his dad to go first which he did. The little lads membership card did not work so he couldnt get in,my son said to the turnstile operator theres obviously a problem and showed a paper copy of the ticket purchase and asked for him to be let in under the turnstyle ,the operator refused to let him in and stewards arrived and the lad was frantic stook outside alone ,then a head steward arrived as my son wanted out the ground to the lad .This was refused as a silence was just starting,the lad just stood outside crying for two minutes. Am i wrong in stating this could have been handled better.Would you complain? Absolutely 100% complain. I've had it happen to me twice since the cards have come in and I've just stood my ground refusing to move until they let me in. 1. There's no way they could legally refuse to let your son OUT of the ground. 2. How was the situation resolved? Correct - refusing to let anyone out of a football ground (unless they have been arrested) counts as false imprisonment and if this can't be resolved amicably I'd be tempted to press charges. The OP or his son should either ring Tony Scholes or email him on: tony.scholes@stokecityfc.com - also josh.whittaker@stokecityfc.com
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Post by kevkj on May 12, 2015 9:33:55 GMT
It seems the fact it was a silence hightened the issue they could have comforted my grandson otherwise, the steward told my son to shut up.Thank god the turnstile operator was human.
This could have been handled so differently and sensitively.
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Post by metalhead on May 12, 2015 9:45:26 GMT
Yep, get onto them with all the facts tony.scholes@stokecityfc.com and josh.whittaker@stokecityfc.com
Explain the situation and I imagine both will want to resolve this. Both Josh and Tony come across fairly decent blokes and will be appalled by this. I'm genuinely appalled by it though, fucking jobsworths seriously.
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Post by kevkj on May 12, 2015 9:48:10 GMT
Emails sent thanks for your help,it makes me feel sick hearing the story of my grandson trapped in a turnstile for 2 minutes frantic whilst no one can help him because of a jobsworth steward.
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Post by KevinWhimper on May 12, 2015 9:54:19 GMT
Wankers, utterly disgusting. Will be good to hear what Scholes/Whittaker have to say about it kev if you'd be up for sharing.
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Post by pottersalt on May 12, 2015 9:59:30 GMT
This happened with my little brother too. He went in first fine but my dad couldn't get in and they wouldn't let him back out. I was running a bit late but ran to the ground and got in there to be with him but he was probably on his own for about 10 minutes.
He was a bit older than this lad but still bloody awful.
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Post by kevkj on May 12, 2015 10:30:10 GMT
The good news is i have already received two calls from different people regarding the complaint,will keep all informed .Seems this has happened to a few people maybe double size turnstiles in family stand.
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Post by Lakeland Potter on May 12, 2015 10:36:35 GMT
Kev, a few weeks back the bloke in front of me was so slow in getting through the turnstile that it locked up when I tried to get through and the bloke who scans the tickets opened the door and let me through his cubicle into the concourse. It seems the turnstile operators ofen have more common sense than the stewards.
To be honest the turnstile operator is in the best position to know if there has been a mechanical error or if someone is "trying it on" as he will have seen the card accepted by the bar code scanner. To my mind, for this reason, the turnstile operator should always make the decision not a steward.
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Post by enuntio on May 12, 2015 11:09:49 GMT
They should brief the stewards and turnstile operators. It is stressful enough taking a 5 year old out at he best of time, but taking them to a football match can be a nail biting experience. The Boothen end gets extremely busy on the concourse. The Q-railing Stand was much easier, they even form an orderly queue at the bar :-) I think they owe them a bit of hospitality, a box would be good ;-)
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Post by foster on May 12, 2015 11:13:14 GMT
I know it's done, but I generally email every personal address I can find when I have a complaint. Not only will you get a reply, but everyone will see what a crap job the person I'm complaining about did too.
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Post by skip on May 12, 2015 12:05:25 GMT
Very similar situation happened to me and my nippers for the QPR match. The stewards are utterly hopeless. I was told to back to the satellite ticket office to get the cards checked. "I've not driven 180 miles with my kids to miss kick off." I showed him the receipt on my phone email and we were finally let in."Please don't look at me in front of my kids as if I'm trying to rip Stoke off" was my parting shot. The stewards were acting like total wankers that day too.
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Post by kustokie on May 12, 2015 12:08:27 GMT
F***king jobsworth should be fired!
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Post by elystokie on May 12, 2015 13:52:31 GMT
Glad your problem has been addressed. I rang Anthony Emmerson a couple of weeks ago on the number on the link below, he answered pretty much straightaway and couldn't have been more helpful. www.stokecityfc.com/fans/liaisonofficer.aspxMight be worth remembering if anyone has anything they want to talk to the club about.
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Post by kevkj on May 12, 2015 14:44:54 GMT
Spoken Anthony Emmerson today seems i will receive an email of apology.
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Post by robwahlmann on May 12, 2015 14:47:31 GMT
This shouldn't happen! Everybody at the club should be adviced to use common sense!
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Post by slpmarc on May 12, 2015 14:48:31 GMT
Spoken Anthony Emmerson today seems i will receive an email of apology. Anthony always replies to every email and will hear your problems
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Post by PerCyfilth ....Captains Log on May 12, 2015 16:14:25 GMT
They should be able to identify the turnstile and thereby whatever steward via the operator and sack the twat. Using an agency means we get a number of tossers stewarding who are off the patch and there are a few absolute bell ends amongst them.
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Post by ianstokie on May 12, 2015 16:15:56 GMT
Im looking for some advice .My son took his 5 year old against Sunderland,i bought them the tickets on there membership cards as a treat. The little lad was a little concerned about the turnstiles so told his dad to go first which he did. The little lads membership card did not work so he couldnt get in,my son said to the turnstile operator theres obviously a problem and showed a paper copy of the ticket purchase and asked for him to be let in under the turnstyle ,the operator was sympathetic but a steward told him to refuse entry and the lad was frantic stuck in the turnstile alone as you would expect ,then a head steward arrived as my son wanted out the ground to the lad .This was refused as a silence was just starting,the lad just stood crying for two minutes. Am i wrong in stating this could have been handled better.Would you complain? Absolutely complain. But they don't really seem to get it. I had a similar problem last year and I found it very difficult to get through to SCFC that this is a problem. They seem to want to tar all football supporters with the same brush and treat us all like scum, when actually 99% of us are fairly normal, decent people. There is a child protection issue here, which needs to be taken seriously. Last season my 11-year old was refused entry, luckily he had tried to go first (which is the slightly better solution). It seems that sometimes they scan the card, forget they have done it, then try to scan it again, making it look like the card has been used twice. This could and should have been better managed for you. Eventually I had a reasonable response from Josh Whittaker for my problem, but I had to nag. I would take it up with him, and ask for something in compensation for the lad.
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Post by mywaydesolzan on May 12, 2015 16:23:20 GMT
Absolutely appalling to hear.
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Post by Skankmonkey on May 12, 2015 16:41:22 GMT
Definitely within your rights to complain. Shocking treatment of a young 'un.
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Post by stantheman on May 12, 2015 17:02:12 GMT
Spoken Anthony Emmerson today seems i will receive an email of apology. And hopefully a couple of free tickets wouldn't go amiss.
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