Sunderland explain ticketing disruption and outline fixes as some concerns persist | OneFootball

Sunderland have explained recent ticketing disruption and outlined service changes, though some concerns remain. According to Sunderland Echo, senior club sources say the new system was tested, a go-live technical fault caused account-matching errors, no supporter data has been lost, and bulk fixes continue.

Fans reported wrong names, missing histories, Black Cat Points on the wrong accounts and problems accessing details. Supporters are advised to use their previous email, follow the FAQs, then contact the helpdesk, while complex cases still need manual attention.

Heavy demand saw supporters travel to the Stadium of Light, with some reporting queues of several hours. The ticket office remained closed on Wednesday. Response times lengthened, including for corporate clients, and many questioned whether capacity is sufficient when thousands need help at once.

Updates were issued via the website, social media and WhatsApp, but general notices do not help when an account needs manual fixes. Planned steps include extra senior resource, investment in technology and automation, changes to communication and clearer escalation routes, aiming to cut response times amid rising demand.

Separate issues remain unaddressed. Disabled supporters and carers say free personal assistant tickets leave carers without purchase histories, with some cases fixed individually but no sign of wider change. Quinn’s Bar regular Michael Campbell, who estimates a family spend of about £207,000, questions loyalty recognition, points transfers, away access in corporate areas and parking for his disabled father, arguing priority should be based on attendance, not spend.

Source: Sunderland Echo

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