Last month we published an article from season ticket holder Ryan Douglas who was delayed due to a traffic accident and turned up at the start of the second half of the Manchester United match and the club officials wouldn’t let him into St.James’ Park, then we published a follow up which included Newcastle United’s less than brilliant response (Read Here).

To summarise very briefly, stewards/officials told Ryan it was impossible to let a season ticket holder in after half-time though if he’d had a match ticket they could have. In the initial club response they said if he’d turned up before half-time then the box office would still have been open and they could have sorted it out…which kind of missed the point…he turned up just after half-time!

Bearing in mind the Manchester United match was on the 7th October it has taken a month but at last we can bring the conclusion to the story.

The complaint has eventually reached Newcastle United’s ‘Head Of Safety & Security’, Steve Storey, and he’s brought a bit of common sense the the situation.

Hi Ryan,

I apologise for the delay in getting in touch with you regarding this.

I have reviewed your complaint and the actions of the stewards involved. It is clear that you have received a sub standard level of customer service from the stewards, something which I am extremely disappointed at and that I can only apologise to you. All of the stewards involved have been spoken to and reminded of the correct procedures in such instances. The supervisor, who is one of my more experienced supervisors has also been given advice about his actions and in particular his lack of customer focus.

Once again, I would like to apologise to you for your unsatisfactory experience. I am happy to reimburse you with the cost of this match from your season ticket, or if you would prefer, I am willing to offer you some complimentary tickets for a forthcoming cup match of your choice.

Please let me know if either would be acceptable to you ?

Steve Storey

Head of Safety & Security

NUFC

  • glasshalfempty

    it’s unacceptable that an “experienced supervisor” is unable to know what to do in such a circumstance…hardly bodes well for setting a good example to those inexperienced staff they are supervising really does it!!
    ‘Lack of customer focus’ is the key here…bloody jobsworths the lot of em in my experience, unable to think rationally without someone sensible holding their hand!!!
    At least you got an apology and some sort of compensation, however meaningless it is likely to be now.