Why the Broncos preventing ticket printing is evil

Broncos embrace mobile ticketing for 2018 season

In which by “embrace mobile ticketing”, they mean they’re taking away the ability for season ticket holders to print tickets from home, requiring you to use their ticketing system to broker not only re-selling the tickets but any transfers as well.  I always love the PR spin that acts like they’re giving you something when they take something away.

One one hand, I can understand their justification for doing this, and the selling point that this will cut down on high-margin scalping and counterfeit tickets, which is all well and good, but when I heard about this policy change, I couldn’t stop thinking about two formative stories that shape my view of mobile ticketing.

  1. Back in the fall of 2017, I purchased tickets to Mumford and Sons, only available as a moble ticket. It turned out that I had to travel for work the week of the show, and tried to transfer 2 of the four tickets to my wife and the other two my friend. The ticketing system was so shoddy that it ended up taking days of attempts before I believed the transfers went through. Fast forward to the night of the concert, when I got a call from both of them stating that the tickets I transferred to my friends weren’t coming up.  So there everyone was, in line and stressed out about not being able to get in, while I was far away and essentially powerless to help them out.  The concert attendants weren’t particularly helpful, and who can blame them when they have a compounding line of people eager to get in.  We finally solved the whole problem by me re-claiming the transferred tickets, screen shooting them from my phone and texting the image over to my friend – which I should have just done, to begin with.
  2. This time the last year, the Broncos went on a massive audit of season ticket holders, establishing a newly-formed policy that they would revoke tickets to people who didn’t go to any games that year. They used the only data point that was convenient at the time – the NFL Ticket Exchange and tracking the electronic tickets. I detailed my concerns about this last year, but the bottom line was that for all practical purposes, my tickets should have been revoked and the only thing that saved me was the wherewithal of “selling” (and by selling, it was at-cost to friends and family) the tickets through the printed tickets.

Make no mistake, this is about making sure the Broncos and the NFL have the data points for all ticket transactions and can harvest the data for their own purposes, especially for retroactively enforcing policies that they just made up.  I wouldn’t be surprised after next season they’ll take tickets away from someone who wasn’t able to go, transferring the tickets to friends and family. And yes, I understand that there are fans that abuse their tickets by massively upselling them and not attending any games for years at a time. It would be fair to call their fandom into question. However, there are also many other fans that simply may have had a life event (like a birth, a sickness, a temporary job relocation) disrupt a single year of their attendance, and despite devoutly attending games for a decade before, they’re subject to the same revocation.  The Broncos have every right to do that, but it doesn’t make it a complete jerk move and fan-hostile.

Mobile ticketing ENABLES season ticket audits. I’m all for preventing scalping, but if you were serious about punishing scalpers you could send an intern out on game day, pretend to consider a scalper’s ticket and note the seat #, call the ticket holder the next day.  Sure it takes a little more work, but it punishes those who are egregiously violating your policies, rather than the low-hanging fruit of new parents that sold the tickets to their next-door neighbors.

If you go read the article and the FAQ, they’ll tout that 35% of their fans used mobile ticketing last year, conveniently forgetting that 2/3 of their other fans have never used this process.  I’d get it if 80-90% of the fanbase were using their phones to get into games, but don’t pretend they’re not trying to ram something down fans throats that they didn’t even ask for. Don’t piss on my leg and then tell me that you’re making me fire-retardant.

What about for friends who buy my tickets or if I can’t go? Now they’re all going to need TicketExchange accounts and I will basically need to handhold their app experience. Where’s the convenience in that? Now the Broncos are making their season ticket holders your front-line support for your app. I imagine that many more fans are going to have a similar experience to my Mumford and Sons story from above. Emailing tickets to my friends wasn’t a problem that needed solving.

I went back & forth on Twitter with one of their PR reps (and to their credit, they were at least responding – unlike last year), and he was quick to justify that other teams were doing this and that the NFL is moving over to this.  However, the Avalanche, Nuggets, and Rockies are still providing paper tickets with nice commemorative designs.  Even if many more teams were using this system, just because others (don’t) do it, doesn’t make it right. This is a race to the bottom for the fan experience. Commemorative tix aren’t the issue – introducing a barrier (preventing printing) to my “honest fan” experience, all to collect data to possibly punish me later on – is.

This isn’t about being a luddite or not embracing technology, this is about protecting yourself from data harvesting that is only going to be used to punish you, as the Broncos and NFL continue to squeeze blood out of turnips for their money-printing machines.

More proof that the NFL doesn’t love you back

Good news for those at the front of the Broncos’ nearly 75,000 season tickets wait list:The team is not renewing season tickets for those who didn’t attend a game in 2016

Good news everybody! The Broncos want to make sure those greedy bastard season ticket holders won’t be able to make profits off of their tickets any more!

Oh shit, we actually didn’t go to any games last year.

Granted, we sold all of our tickets at face value, to friends and family. In fact the whole time we’ve bought four tickets, two of the seats have always gone to other people. In all the years we’ve been buying tickets, we’ve never sold a ticket for more than face value, and have made every effort to avoid selling them to fans of the other team. I realize that not every season ticket holder is as altruistic. There are people who make quite a bit of money off of their tickets, rarely go to any games and probably laugh all the way to the bank.  The problem is that those people won’t be punished.

The people who will be punished will be the poor saps that used the NFL’s Ticket Exchange.  If you’re not familiar with the service, Mike Shanahan will tell you all about it.

Over the last few years, the NFL and the teams have made huge efforts to get season ticket holders to use the Exchange to broker tickets. They’ll tell you it’s to ensure authenticity and combat scalping, but the reality is that the teams want to double-dip ticket revenue and take a cut for selling your tickets again. The irony here is that all the fans that thought they were doing right by using the Exchange, when now all they’ve done is give the teams ammunition to build a revocation case against them.

Right now my family is in the dark period of our season ticket stewardship.  With two kids under 4, it’s become increasingly difficult to go to games.  Between the packing, traveling, tailgating and finally seeing the game, seeing the Broncos is easily an 8-10 hour event. With the kids that gives us three options: cash in one of our coveted “free babysitting” cards, one of us leaves the spouse watching the kids all day while the other goes and parties (and feel really guilty about it, despite that we’re both happy to watch our own kids), or stay at home with the kids on one of the two family days we get each week. In addition, there are no more family events and obligations that prevent us from going to games. The one game we were planning on attending (the Patriots game), conflicted with Clara’s first dance recital.

However we know that before we know it the kids will have grown to a game-attending age (although stadium behavior now convinces me that it’s now 25, but that’s a post for another day), and our “dark period” will be followed up with a game-going renaissance where we’ll romantically pass our fandom onto our kids.  In the end, isn’t this the point of season ticket ownership? Rather than invest in a team for a single season, fans are taking stock in the family experience that spans multiple years, hopefully into generations?

The other aspect that’s not considered is the fact that the NFL jacks up playoff ticket prices as well. A playoff run (of 2 games, mind you) typically cost season ticket holders 1/4-1/3 of what they paid for the season, which is always due right around Christmas when money is already tight for folks. A lot of people resort to selling next year’s tickets to recover the costs for the previous year’s playoff glory.

I get that there are people who abuse their season tickets, but these tactics aren’t going to punish those guys. If the Broncos wanted to punish them, they would be conducting stings of people selling on Craigslist or even on the street corner outside the stadium.  You don’t even need to buy the tickets, just look at the seat numbers and flag the owners.  Instead the Broncos are going to go with the low-hanging fruit and punish people that likely mean well and used their sanctioned scalpin-errrr-ticket-reselling tool.

More proof that the sport you love doesn’t love you back.

The ridiculous new NFL bag policy

Reacting to this story on ProFootballTalk: League alters bag policy for safety, convenience

What an absolutely stupid rule change.  It only becomes more obvious that the NFL doesn’t give a crap about the fan experience.  I love how their primary reason for this change is to reduce the wait times for fans entering the stadium.

I realize that NFL brass are used to going through their VIP entrances, so let me enlighten them on the typical fan experience: there are already express lines for fans who don’t bring bags to the games! The fans that do bring back already choose to sacrifice their time by standing in a longer line.

There are good reasons why fans choose to bring a bag:

  • Trying to gear up for a cold weather game. In Denver, there’s always at least 1 game that requires a multitude of blankets, layers and hand warmers.
  • You somehow have an aversion to paying $4 for a bottle of water, electing to bring in the same bottle that costs 1/10th as much – same is to be said for snacks.
  • You have young kids that require a diaper bag

The NFL can hide behind “safety” they want, but the reality of the situation is that bags cost the NFL money: be it in the form of additional security that screens them and lost revenue from outside food sales.  For them to claim safety being the issue is deplorable – they just want more Coin.  Let’s be honest: anyone who is looking to bring or do something terrible would already be causing plenty of damage outside of the stadium, or find another way in – just like how two random guys managed to wander their way into the Super Bowl.

I don’t blame the NFL for wanting to operate like the business they are, but I do take offense when they do it in the guise of safety, showing little regard for their customers.  I wonder if their “Fan Conduct Committee” actually includes any paying fans. It’s only a matter of time before the NFL’s customers grow tired of repeatedly being kicked in the ass.

$250k for mailing it in

stern

Basketball Players’ Night Off Makes a Stand for Sitting Out

David Stern’s heart is in the right place, but as usual, his methods make a mess of everything.

I appreciate Stern’s coming from, and as a paying fan, I am grateful that he’s at least appearing to look out for his paying customers.  We sold our tickets to the last Broncos game against the Chiefs (the last game of the season) and right now I’m scared about the prospect of the team having nothing to pay for, and the tickets my friends are using for family Christmas presents won’t look as great without Peyton and Von Miller in the game.

Ultimately sports is in the business of entertaining people, more so in the NBA who actively markets their stars to the point of charging more for visiting teams with more famous players.  It’s not unreasonable for a fan to expect to see said stars when they buy tickets to this game.

Coach Popovich’s best interest is the well-being and competitiveness of his team, and I do respect his decision to limit the number of minutes for critical players. However, the ultimate error was when he had those players fly home and not even attend the game.  At least have these guys come in and sit on the bench, or even better: play them 2 minutes and throw the fans a bone.  It’s also one thing if you give one player a night off, but when four of your five starters aren’t even in the building – that’s a problem.

Stern, a business leader, is trying to serve his best interests: his paying customers (both the fans and TV partners).  Where Stern went wrong was with his tactics, by threatening the team before the game with an “or else”, then slamming the gauntlet and trying to set a precedent. The problem is that David Stern doesn’t have a lot of room to talk when he says “disservice to the league”, when he presides over a league that schedules 4 games in 5 nights, that experienced a lockout where games were missed last year, as well as belittling those who have the audacity to question the legitimacy of a lottery awarding their top draft pick to the league-owned team. David Stern shouldn’t be casting stones from his glass house.

All of this mess could have been avoided if one guy stepped in and did his job: Peter Holt, the owner of the San Antonio Spurs.  While Popovich acts in the best interest of the team’s competitiveness, Holt’s job is to straddle the line between competitiveness and entertainment enterprise.  Wearing his “enterprise” hat, he should have stepped in and canceled those plane tickets, forced the players to at least go to the arena: either in shorts or suits. It’s his job to look out for the greater good of his organization, and avoid a PR mess like this. Popovich may not have been happy, but would accept this compromise, because his boss – who is looking out for bigger interests – told him to.

Hopefully good can come from this. It’s time for the NBA to have a serious conversation about an 82-game schedule, and whether these crazy road-trips are really worth it.  People don’t start paying attention to the NBA until your 10-week playoffs start anyway.