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The RLWC website ticket buying experience

The Ghost of 99
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The Ghost of 99

The Ghost of 99

Posted
Posted

This isn't about prices, although God knows there's plenty to be said about that.

I'm trying to place orders for seven games, I've got a list and I know what I want and I'm going to try and buy my last batch now so as to minimise those oh-so reasonable booking fees.

So let's just walk through the experience:

1. Go to rlwc2021.com

2. Click 'Buy tickets' from the top menu.

3. So far so good. List of games appears.

4. Login to my account - seems a needless step at this stage, remember  every click is a barrier to some people so hiding availability and  options behind a login isn't great. But OK, done.

5. First game I want is NZ vs Jamaica at Hull. Find this game in the list, click on 'tickets'.

6. Get the 'pardon our interruption' holding screen.

7. It takes me through to a screen for tickets for NZ vs Ireland at Headingley. THIS ISN'T THE GAME I'M TRYING TO BUY TICKETS FOR! Now I know there's another way into a different list on the website but does a casual buyer know that? How could they know that? The website leads them down this dead end. How many people just give up?

8. So let's skip that game. Happily I can successfully if awkwardly buy tickets for the remaining group games on my list.

9. So on we go to the knock out games. Scroll down to QF1, the Huddersfield one. Click on 'Tickets'; it takes me to the My Account section. Click around a bit on this screen, absolutely nothing takes me through to my desired game.

Again, following the website I am taken to a dead end. How does anyone with less time or patience buy tickets for this match? The same applies to all the other knockout games. The website is actively working against people buying tickets.


I know there's been a lot of stuff thrown at Dutton the last week. But if I was running this tournament, I'd be personally or at the very least getting someone on my team to check this stuff, to run through the customer experience, to actually see if their website is doing what they think it's doing. They probably wonder why some games are selling even worse than they expect - perhaps it's because people simply can't find out how to buy tickets. How many people are just giving up?
 

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Damien

Damien

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It's terrible and as Dave said we have discussed it many times going back months. If the company I worked for rolled out a system like that to a client then I'd be certain the client wouldn't accept it and would flag up several things to change or be streamlined. While the organisers may not have made the system the blame certainly lies with them for signing off on it and not doing their due diligence and UAT testing.

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Guest

Guest

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2 minutes ago, The Ghost of 99 said:

It's ok for some games but for others it's just fundamentally broken.

I also got my tickets early on - so might not be representative

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Ragingbull

Ragingbull

Posted
Posted (edited)
54 minutes ago, The Ghost of 99 said:

This isn't about prices, although God knows there's plenty to be said about that.

I'm trying to place orders for seven games, I've got a list and I know what I want and I'm going to try and buy my last batch now so as to minimise those oh-so reasonable booking fees.

So let's just walk through the experience:

1. Go to rlwc2021.com

2. Click 'Buy tickets' from the top menu.

3. So far so good. List of games appears.

4. Login to my account - seems a needless step at this stage, remember  every click is a barrier to some people so hiding availability and  options behind a login isn't great. But OK, done.

5. First game I want is NZ vs Jamaica at Hull. Find this game in the list, click on 'tickets'.

6. Get the 'pardon our interruption' holding screen.

7. It takes me through to a screen for tickets for NZ vs Ireland at Headingley. THIS ISN'T THE GAME I'M TRYING TO BUY TICKETS FOR! Now I know there's another way into a different list on the website but does a casual buyer know that? How could they know that? The website leads them down this dead end. How many people just give up?

8. So let's skip that game. Happily I can successfully if awkwardly buy tickets for the remaining group games on my list.

9. So on we go to the knock out games. Scroll down to QF1, the Huddersfield one. Click on 'Tickets'; it takes me to the My Account section. Click around a bit on this screen, absolutely nothing takes me through to my desired game.

Again, following the website I am taken to a dead end. How does anyone with less time or patience buy tickets for this match? The same applies to all the other knockout games. The website is actively working against people buying tickets.


I know there's been a lot of stuff thrown at Dutton the last week. But if I was running this tournament, I'd be personally or at the very least getting someone on my team to check this stuff, to run through the customer experience, to actually see if their website is doing what they think it's doing. They probably wonder why some games are selling even worse than they expect - perhaps it's because people simply can't find out how to buy tickets. How many people are just giving up?
 

It's very basic User Acceptance Testing. I'd expect it to be completed for even a minor system change in a small organisation never mind a ticketing website for a world cup.  The system in place is very poor with multiple uneeded clicks and numerous dead-end and loops. 

Add to the fact that for some of the games in the bigger stadiums you couldn't pick which stand you wanted never mind block or seat,  it's one of the worst ticketing experiences I've encountered and I've used a few having been lucky enough to go to large sporting events all over the world. 

The 'best available' option is quite frankly appalling as well.  'Best available' for who?   How does the site know if I have mobility issues so don't want to be tracking half way up a stand or if I have visual issues in which case I don't want to be sat low down at pitch level. 

Now I'm I die hard Rugby Leaguenfan  fan so would  persever untill I got sorted.  Can the same be said of a casual sports fan just wanting to go to a game as a one off? I'm not sure

Edited by Ragingbull
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Spidey

Spidey

Posted
Posted (edited)
12 minutes ago, Rugbyleaguesupporter said:

Front page you can't login it to tickets via login- it won't recognise you. 

Every time I've wanted to access my tickets I've had to go via ticket link. 

I have alot, and I mean alot of sympathy for RL admin, but this stuff is basic and is costing money with people just giving up 

I came foul of that. I think there are different accounts for the main website (where their shop is)  and the ticketing one. Which in itself is bonkers. I know now to click on buy tickets first to get tot the right login screen 

Edited by Spidey
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Bedfordshire Bronco

Bedfordshire Bronco

Posted
Posted
14 minutes ago, Spidey said:

I came foul of that. I think there are different accounts for the main website (where their shop is)  and the ticketing one. Which in itself is bonkers. I know now to click on buy tickets first to get tot the right login screen 

The different log in think is ridiculous 

Follow me ages to work out where to download my tickets as i thought I had logged on already but it was the wrong area 

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Damien

Damien

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32 minutes ago, Rugbyleaguesupporter said:

Front page you can't login it to tickets via login- it won't recognise you. 

Every time I've wanted to access my tickets I've had to go via ticket link. 

I have alot, and I mean alot of sympathy for RL admin, but this stuff is basic and is costing money with people just giving up 

After not being on the website for a while I was on that page trying to log in for ages and couldn't. I knew I had an account but couldnt work out what was going on. By fluke I then ended on the ticket page and logged in fine. Stuff like this just shouldn't happen.

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Mattrhino

Mattrhino

Posted
Posted
13 minutes ago, Damien said:

After not being on the website for a while I was on that page trying to log in for ages and couldn't. I knew I had an account but couldnt work out what was going on. By fluke I then ended on the ticket page and logged in fine. Stuff like this just shouldn't happen.

Ah that's what must of happened to me, thought I was going mad. 

I've had to register several times and updated my account because I could never log on. Like you say after a fluke I got on the right page and was able to buy tickets.

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Dave T

Dave T

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8 minutes ago, Northern Eel said:

Log into your account and click the 'My Tickets' tab.

https://tickets.rlwc2021.com/accountRegister.html

That link is a perfect example of bad design. 

You end up at your ticket account page and you don't know where to go. It isn't highlighted that the drop down Nav has changed as you are effectively on a different website at this point. 

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Northern Eel

Northern Eel

Posted
Posted (edited)
8 minutes ago, Dave T said:

That link is a perfect example of bad design. 

You end up at your ticket account page and you don't know where to go. It isn't highlighted that the drop down Nav has changed as you are effectively on a different website at this point. 

One of a number of quirky avenues this website has. Not up to scratch, I agree. You can also do it from this more conventional address: https://tickets.rlwc2021.com/accountLogin.html

Having navigated it daily these last few weeks, I am now an expert, but that doesn't help sell tickets to wannabe attendees. 

You do get an email with your ticket sales which, I believe gives you the direct link to the correct page.

That said, it is a tiresome business all this ticket-gate stuff.

Having bought over 100 tickets for the England v Greece match for a club trip, I am currently sat here assigning tickets so they can be downloaded and emailed to everyone. They will need to print theirs off by the looks of it?

Edited by Northern Eel
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Dave T

Dave T

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4 minutes ago, Northern Eel said:

One of a number of quirky avenues this website has. Not up to scratch, I agree. Having navigated it daily these last few weeks, I am now an expert, but that doesn't help sell tickets to wannabe attendees. 

You do get an email with your ticket sales which, I believe gives you the direct link to the correct page.

That said, it is a tiresome business all this ticket-gate stuff.

Having bought over 100 tickets for the England v Greece match for a club trip, I am currently sat here assigning tickets so they can be downloaded and emailed to everyone. They will need to print theirs off by the looks of it?

Yeah, I now don't have too many issues, and I wasn't sure whether they had improved it or I had just figured out the quirks! 

I've only ever had for groups of four, I don't envy you with 100+ 🤣

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