Chester Disabled supporter

Chester fan Julie was shocked how a disabled Chester supporter was treated by the GTFC ticket office staff.

http://www.thefishy.co.uk/story.php?id=8502609

The GTFC ticket office staff displaying poor customer service?  Whatever next?

What is the definition of disabled in terms of football clubs?

Genuine question as it must be extremely difficult as to where you draw the line.

Doesn't excuse not treating anyone with respect though....

Sounds awful. Maybe the Trust could raise it with the Club.

Absolutely disgraceful. Doesn't matter how established a club or business is, this kind of service in 2014 is completely unacceptable.

That's very sad to read and I hope the club reimburse the supporters and makes a full apology.  It sounds like a terrible way to treat a guest; effectively calling them a liar and a cheat in front of their family and friends and a room full of strangers.

If the club isn't going to have a simple reciprocal arrangement with other clubs to ensure supporters with disabilities can get the correct tickets, then they at least need to make it clear what the qualifying conditions are, and to better train their staff.  Not a good reflection on the club at all.

I hope the club look at sorting it. I'll raise Shrewsbury as a beacon of how it should be done; When we last played there, my leg was in a bad way, being readied for a skin graft and other stuff. Whilst not disabled in any permanent sense, I called them in advance for advice, they were fantastic, arranging for us to park next to the stand and having someone escort me to my seat to make sure I got there safely. That's the standard GTFC should aspire to, not mealy-mouthness from Ticket Office staff.

Quoted from Theimperialcoroner

I hope the club look at sorting it. I'll raise Shrewsbury as a beacon of how it should be done; When we last played there, my leg was in a bad way, being readied for a skin graft and other stuff. Whilst not disabled in any permanent sense, I called them in advance for advice, they were fantastic, arranging for us to park next to the stand and having someone escort me to my seat to make sure I got there safely. That's the standard GTFC should aspire to, not mealy-mouthness from Ticket Office staff.

This is exactly how it should be - a common sense approach. If you'd bought tickets on row Z in advance for a match and broke your legs in the mean time you'd expect them to let you switch to a wheelchair slot if you brought one with you on the day wouldn't you?

You've got to have stone cold veins to make someone prove they're disabled. Sickening.

Surprise, surprise. There are a couple of idiots that work in the ticket office.

No surprise as our ticket office are / have always been second rate.

Quoted from Rodley Mariner

Sounds awful. Maybe the Trust could raise it with the Club.

Timing?

We held a meeting with the club on Friday to go through the results of the recent survey. Amongst the questions, some may recall was the perception of the ticket office.

We will now be discussing this particular incident .

Without hearing both sides I would say that the treatment of disabled supporters is laid down in the customer charter. From memory there are specific things that need to be produced to qualify BUT there seems to be a complete lack of common sense and humility in this case.

This will not be the first complaint about a certain couple of Girls women that work in the office.
UTMM

I have been in there loads of times to get tickets, and alto never had a problem getting tickets for where i wanted to be , smiles and a nice welcome do seem to be missing

When I first came out of hospital after my last operation in August 2011, I was given a disabled bus pass as the DVLA had revoked my driving licence for a year. I also now have a disabled railcard too and was told by another Mariners fan that many clubs allow you in for concession rate, just on production of a disabled railcard.

Although I don't see myself as disabled I did use this card on a couple of occasions at away games and was allowed in no problem just by showing my railcard (which incidentally has no photograph on it). However, I don't use it now as I do feel like I'm cheating a bit, if you know what I mean.

Name and shame

Quoted from Les Brechin

Although I don't see myself as disabled I did use this card on a couple of occasions at away games and was allowed in no problem just by showing my railcard (which incidentally has no photograph on it). However, I don't use it now as I do feel like I'm cheating a bit, if you know what I mean.

This.

It is a very difficult situation as to where you draw the line. Some people with exactly the same problem will see themselves as disabled and some will not.
As Chris pointed out if there is a club charter on this issue then was it followed in this instance? Also, as he pointed out both sides of the story need to be heard before rushing to a judgment.

I think the staff in the ticket office are great. Never had any problem with them and they are usually very helpful.

This is absolutely disgusting and infuriates me. I am please that this will be addressed by the trust shortly but feel appalled that any supporter would be treated in this manner but especially a visiting fan. GTFC ticket office, sort it out! UTM

I do still use my disabled railcard to get the 34% off all train journeys though as I do officially qualify for one due to the fact that I have a medical exemption certificate for free prescriptions, as I have to take anti-epilepsy meds on an on-going basis. I just don't use it to get cheap entry into grounds, even though I could do at most places if I wanted.

I think the biggest lesson here is not that she needs to go on a course dealing with vulnerable customers (disabled, aged etc) but making her aware that she can not judge others as her family members act.

Really doesn't seem like this had been handled well, although it is a really tricky and very sensitive situation.

I don't think there's any doubt at all that the gentleman was disabled. Where it becomes difficult is assessing if a carer is required and if they should get free entry. This is something that I imagine is very difficult to prove.

It's not ideal but I wonder if the league could come up with a scheme whereby all disabled supporters present the correct documents at their home ground at the start of the season and are then issued with a formal ID that states they are disabled and lists specific 'carers'?

I've been a Town supporter all my life and for the first time I can remember I'm truly ashamed of my club.

What if the Fan is Registered Disabled due to a Mental health Issue and requires a carer to be with them in case of an anxiety attack? Should they be discriminated against because they are able bodied? Disabled fans should also be allowed to sit where they feel comfortable and not shepherded into an area where they can be easily evacuated in case of emergency, what about the autonomy of the individual?
There is a wider issue here and staff need to be made aware of remaining non judgemental regarding anti discriminatory practice. Just my opinion before the anti PC brigade start! UTM.

Following the complaint received by the unofficial website, "The Fishy", The Mariners Trust have taken the opportunity to discuss the incident with the club staff and management.

From a personal point of view I am slightly surprised that 'Julie' decided to contact an unofficial website rather than the CEO or even Directors of GTFC which is certainly what I would have done. Last season I made a complaint about an incident at an away game and wrote directly to the club secretary concerned as it was only them that I believed could take action and provide a satisfactory answer.

As always there are two sides to every story. Prior to every game GTFC send the visiting clubs details of ticket prices and concessions, which includes the qualification for the latter. Many clubs then post these on their Official web sites in advance so their own fans know what is, and isn't, available and what proofs may be required,before travelling.

The club staffs version of events from Saturday differs significantly from those reported on the 'Fishy' in particular in the area of 'obvious and clear disability'. It is further stated that a different member of the same group  tried to purchase an OAP ticket when clearly he was considerably less than 65 years of age and when refused became extremely rude. We are told there was no 'big' queue behind the Chester supporters at the time.

The club are clearly in a difficult situation with regard to concessions, and disabled supporters in particular. Most supporters who travel away will, if they are truthful, be aware that there are some supporters who try and gain entrance for concessions which they do not qualify for.

This is perhaps why the Clubs Customer Charter sets down the parameters for how every visitor is treated. A clear,consistent, laid down approach has to be the best way in my opinion.

It is difficult to be totally sure of the events unless one actually witnesses them, but suffice to say that perhaps some lessons can be learnt by all concerned. We will be asking the club to stress the qualifications for concessionary tickets when they contact each club, and when Town fans are visiting other clubs, and wishing to take up concessionary tickets, it is advisable to double check on the requirements prior to travel.

Thanks Chris I had added a link to your response at the bottom of the article.

Coolly and sensibly handled, Chris.  These things are seldom simple, whether in sport or business, but do provide interesting training points all round!

Quoted from BIGChris

Following the complaint received by the unofficial website, "The Fishy", The Mariners Trust have taken the opportunity to discuss the incident with the club staff and management.

From a personal point of view I am slightly surprised that 'Julie' decided to contact an unofficial website rather than the CEO or even Directors of GTFC which is certainly what I would have done. Last season I made a complaint about an incident at an away game and wrote directly to the club secretary concerned as it was only them that I believed could take action and provide a satisfactory answer.

As always there are two sides to every story. Prior to every game GTFC send the visiting clubs details of ticket prices and concessions, which includes the qualification for the latter. Many clubs then post these on their Official web sites in advance so their own fans know what is, and isn't, available and what proofs may be required,before travelling.

The club staffs version of events from Saturday differs significantly from those reported on the 'Fishy' in particular in the area of 'obvious and clear disability'. It is further stated that a different member of the same group  tried to purchase an OAP ticket when clearly he was considerably less than 65 years of age and when refused became extremely rude. We are told there was no 'big' queue behind the Chester supporters at the time.

The club are clearly in a difficult situation with regard to concessions, and disabled supporters in particular. Most supporters who travel away will, if they are truthful, be aware that there are some supporters who try and gain entrance for concessions which they do not qualify for.

This is perhaps why the Clubs Customer Charter sets down the parameters for how every visitor is treated. A clear,consistent, laid down approach has to be the best way in my opinion.

It is difficult to be totally sure of the events unless one actually witnesses them, but suffice to say that perhaps some lessons can be learnt by all concerned. We will be asking the club to stress the qualifications for concessionary tickets when they contact each club, and when Town fans are visiting other clubs, and wishing to take up concessionary tickets, it is advisable to double check on the requirements prior to travel.

Thats no good Chris, the witch hunt was in full progress and an order had been put in for a ducking stool at Chapmans Pond.....and now you tell the Fishy readers the ticket office staff could be innocent and it is in fact the almost Scousers on a cheap ticket scam !!

I have NEVER had any problems with the staff at the club and always found them very obliging . I get tickets for some friends who live away , sometimes they can't make it or numbers change , the staff change or refund with no problem .
Being an ex shop steward I have had to deal with many problems , and as said there are always 2 sides of the story . I find it hard to believe  of what was said and done , in the heat of the moment , it would seem to be not getting what I want when I want it . The louder you shout the more you get  ? Plus how it was basically advertised by this supporter .

I have been in the shop and witnessed myself customers pratting around looking for discounts reductions and holding up people behind them , it isn't an easy job for the girls , who also get abused for a bad display by the team .

If anything it's a rant from the supporter , and a training issue on our side .

Always 2 sides to look at before you start throwing stones .

Quoted from Tinymariner

This is absolutely disgusting and infuriates me. I am please that this will be addressed by the trust shortly but feel appalled that any supporter would be treated in this manner but especially a visiting fan. GTFC ticket office, sort it out! UTM

I have always found the ticket office staff to be efficient and helpful. I book all tickets over the phone and have never experienced any problems. Any errors are usually mine.

2 examples also illustrate this:
For the Huddersfield game, a ticket had been left at home for my 17 year old nephew.   (Due mainly to buying 2 or 3 tickets in advance for games).  I went into the ticket office and they gave me a replacement with no questions asked, accepting my statement.

Another time I was allocated a broken seat in the UF.   (Not facing away from the pitch though).   I contacted the ticket office and they gave me 2 free tickets for future home games.

I have never been ask to prove I am an OAP.

Maybe I just look old.

I have always found the ticket staff polite and helpful,

Apart from when they put me on the front row at Wembley.

Julie has sent me this response:

After reading some of the responses to my previous article I would like to thank your supporters for their support in this matter. Can I please assure you that I was only bringing this to your attention in the hope that it saves any similar incidents in the future. I am sorry to hear that another supporter tried to pass as a pensioner (this certainly puts the rest of us in question)but he genuinely was not anything at all to do with us. I think it only fair to add that your stewards were very helpful, friendly and sympathetic to our experience and on the advice of the chief steward I have written to Mr Nick Dale in the hope of saving others upset and embarrassment. Wishing you all the very best in your fight for promotion.