Yesterday, the Club emailed the 300 applicants at the top of that waiting list to advise that a number of additional tickets had become available and, as a result, the loyalty points required for this match had dropped to 171. We understand roughly 150 tickets were made available to purchase online on a first come, first served basis to those applicants with 171 points or above. However, owing to an error, the correct purchase restrictions were not properly applied to the site, meaning any One Hotspur member online at that time could purchase a ticket, regardless of whether they applied for the match originally and regardless of the number of loyalty points on their accounts.
We were alerted to the problem by fans on social media last night and sought immediate clarification from the Club, which they provided this morning. To their credit, the Club has told us human error was responsible and has confirmed that ‘a couple of dozen’ tickets were bought by ineligible One Hotspur members. The Club has said they will honour all of those purchases and have already implemented additional checking procedures to ensure this doesn’t happen again.
We are also advised that a further batch of tickets will be released today and they will be offered solely to the group who missed out yesterday.
All that said, we clearly understand the anger, frustration and disappointment caused and urged the Club to communicate this explanation directly with supporters. As this has not been forthcoming, we felt we should share this update with our fellow fans and hopefully clear up some of the confusion caused. We also asked the Club to consider suitable compensation for those affected.
Any One Hotspur member who wishes to discuss this matter further is asked to contact the Tottenham Hotspur Ticket Office directly on 0344 844 0102 or via email at firstname.lastname@example.org.
20 April 2017