Let management know of problems

E-mail your letter to The Herald

WE extend apologies for the inconvenience experienced by the writer of the letter, "Better management needed" (March 1). Ideally we would have appreciated the opportunity to engage this reader directly as we request feedback from a sample of our royalty season ticket holders as a standard practice after each match.

We note with surprise that the reader found it a mission to secure a season ticket, and would have welcomed the chance to engage with him/her to ascertain exactly where and how the difficulty arose. There was a variety of different options available – including the establishment of a satellite ticket office at The Boardwalk as well as all Computicket outlets and direct telephonic ordering from the stadium ticket office.

Likewise with the difficulty in obtaining the food and drink vouchers for the royal lounge, given that our senior management representative, who was based in the royal lounge throughout the event, was roving around the lounge selling the vouchers, even equipped with a hand-held credit card machine for further convenience.

We certainly anticipated a crowd of 30000 supporters, hence the security which was deployed around the stadium, to ensure that these numbers were adequately catered for. The "splitting up of men and women" referred to by the reader was intended merely to ensure that any search conducted was done in the most dignified manner possible, with patrons being searched by security personnel of their own gender.

The tearing (or not) of a ticket stub was resolved in an instant by our senior management representative in the royal lounge once she became aware that there had been misunderstanding among security personnel at the gates with regard to which section of the ticket should be retained. We have subsequently addressed this matter.

We note with dismay that the temperature of the food received by the reader was not to his/her satisfaction and, again, would have liked to have been able to rectify this on the day. All food supplied is prepared by our kitchens which are in the stadium building.

The royalty season ticket package is part of a range of new and innovative season ticket plans introduced for the first time at the stadium and we remain mindful that there will be teething problems. We are not averse to rectifying any problems encountered by our season ticket holders.

I invite the writer to come to see me or engage me further on buli@accessmanagement.co.za

I also encourage him or her to approach our team (dressed in grey suits) on match day and alert us to any concerns.