During the exclusive period for season ticket holders to purchase tickets at the counters 3,196 were sold onSaturday 17
May 2008 and 1,152 on Sunday 18
May with the maximum queuing time two hours. Inrespect of the exclusive period for members only 1,882 were sold on the 19
May and 880 over thecounters. Advance Applications and Online BookingsThere were over 17,000 tickets applied for using the above method which was more than we had expectedand more than we could practically deal with in the short period of time.The advance applications were only taken to assist the club as a result of the short period of time availableand we would repeat the process for future games. However, the cut off time for applications would have tobe far earlier to allow time to process all the applications so not as to panic fans who had not received themat the time they went on general sale. This combined with more automated checks would alleviate anumber of the problems that occurred and allow us the time to deal with genuine queries. A shorter application period will also have the effect of increasing the number of fans coming to the counterswhere we had the capacity during the exclusive periods to deal with many more applications than we did.It is also worth noting that we did not receive the tickets from Wembley until 24 hours after the Semi-Finalwin which lost time that we had been informed would be available to process some of the advanceapplications without the counters open.Posted ApplicationsWe posted over 5,910 envelopes with varying numbers of tickets in each of which 3,025 were sent bySpecial Delivery and 2,885 by 1
class post. Of these, less than 0.5% failed to reach the correctdestination. In most cases we were able to supply duplicate tickets in advance of the game.In the future, the only option offered to fans when posting out tickets will be by Special Delivery so we cantrace them through the postal system and also the fan can.Inevitably, we did make a small number of mistakes processing the tickets for which we apologise. Wehope to minimise these even further in the future by achieving a better split of applications between counter and online so allowing staff not to have to work under the same time pressure.Customer ServicesThe enquiry e-mail address that was set up to deal with enquires because we were unable to both answer the phones and process the outstanding tickets. It was these outstanding ticket requests that caused themajority of the queries.We will review the way we handled queries from fans in the future to try and limit the amount of frustrationfelt by fans, which hopefully would be less as a result of the improvements referred to elsewhere in thisreview.We were not able to open the counters for customer enquiries the day before the final due to the stadiumbeing used for the Kaiser Chiefs concert.