Opening Night Make-Good

On Opening Night, Friday, April 13, many Seattle Mariners fans were frustrated by long lines at concession stands throughout Safeco Field. The poor service was created by a failure of the software system that operates the cash registers and processes credit cards, resulting in a poor ballpark experience.

As both an apology and to ask for a second chance, the Mariners are offering free tickets to any game in April or May and a credit for concession stands to all fans who attended Opening Night.

“We always want our fans to have a positive experience with the Seattle Mariners and Safeco Field. What happened Friday night was unacceptable and I offer my sincere apology to all of the fans who suffered through the long lines and inconvenience. The guest experience on Opening Night was nowhere close to meeting our standards and we want to make it up to our fans,” said Chuck Armstrong, Mariners President and COO.

There are 18 home games in April and May fans can choose from. Here is how the make-good offer will work:

  • The tickets will be for any Mariners home game in April or May beginning Wednesday, April 18.
  • The locations will be in the same seating level as the guests’ Opening Night tickets.
  • Those seated in Suites, Diamond Club, All-Star Club and Hit It Here Café will get the choice of Main or Club Level tickets.
  • Each make-good ticket will come pre-loaded with a $5 TicketPlu$ credit that can be redeemed at Safeco Field concession stands.
  • The Mariners have email addresses for most people who purchased tickets for Friday’s game. They will receive information by email on how to receive their free tickets.
  • Fans who were at the game can claim their free tickets by showing their ticket stub or proof of purchase at any Mariners Team Store or the Safeco Field Box Office.
  • Anyone who does not have a ticket stub or proof of purchase can call 206-346-4001, the Mariners Customer Service Hotline, between 8:30am-5:30pm for assistance.
  • More information about the Opening Night ticket make-good offer is available at www.mariners.com/OpeningNight.

The technology provider of the system that operates point of sale transactions at Safeco Field began experiencing isolated problems soon after the gates opened to the public on Friday afternoon. As the evening continued, about half of the 400 point of sale locations were experiencing problems and many were unable to process credit cards. The system was rebooted, but wasn’t up and running until the 8th inning and by that time fans were understandably frustrated and angry with the long lines at concession stands and cash machines.

Staff from the software provider have been doing a thorough review of the system since Friday. “We promise our fans that we will get to the bottom of what caused the failure so that it doesn’t happen again. We hope our fans will give us a second chance to provide a great experience at Safeco Field,” said Armstrong.

- RH

6 Comments

I wasn’t at the game but I have to say this is how you take care of your customers. Most businesses would just apologize and leave it at that. This goes above and beyond. Very good job.

I *was* at the game and this is an appropriate response to what truly was an unpleasant experience for everyone involved. I am going to take them up on the free tickets and return to Safeco soon to erase the bad memories.

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We always bring food to the games. Walking in with a Costco pizza seems to make many fans envious. :)

i was not planning on going to a opening night again, but since the mariners are taking care of their fans, in this case me. i will go next year. in the mean time thankyou for the free tickets and $5.00 food credit.
GO MARINERS!

I was there & luckly we had our food by the 1st inning when the machines just went down. We got to watch the whole game & will now enjoy another on the Mariners! Thanks!

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