Ed’s note - A different type of story from Tuesday night. John started his email by stating…

A friend sent me your article asking for fans to share their experiences with you regarding the ticketing fiasco the other night so here is my mail to the club. Personally what p***es me off more than anything is that I don't think anybody gives a toss at Arsenal. They treat us like cattle and getting a straight and honest answer from them is almost impossible. The club has lost its soul and its relationship with the fans.

Anyway – here’s what I wrote to Arsenal...

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I went on-line on the 14th or 15th of December to purchase my own seat for this game. I received a message on the website to confirm I had successfully purchased the ticket. I must confess that I do not (now) recall seeing a separate email confirmation and having checked my bank statement it does not appear I was debited for the £20 cost. Needless to say, upon trying to gain entry last night I could not get in. I had to go to the box office and queue and then purchase another seat in row 1 in section 119.

I spoke to a large number of other fans who had exactly the same problem as me. Some were with young children and all of us missed at least half of the first half. I got in after 30 minutes play. The staff on duty tried saying that the bulk of people who couldn't get in had a problem with paper tickets but I spoke to many including the two who ended up sitting next to me that had exactly the same problem as me.

This raises the question of what is wrong with your website. It is simply not right to brush this off and try to blame the fans. I was told I should have brought a paper confirmation with me but given I did not I still do not feel it is fair that my whole evening is ruined by gaining late entry to the ground and having to sit in a seat with a poor view that is soaking wet rather than my usual seat. I would appreciate a full investigation and explanation and to hear how the club intends to compensate me for the inconvenience and frustration I suffered.

Based on previous experiences I am not holding my breath but I am fed up with being treated like a commodity rather than a customer. I have been a loyal fan for over 40 years and expect better than this from England’s number one club.

I hope to receive a positive response in due course.

Regards John Froud.

John emailed us subsequently to inform us of the feedback he received from the club…

Thought you'd be interested that I received a call from a very nice lady at Arsenal named Penny. She explained that I had been one of a large number of season ticket holders who had been outwitted by the confusing ticket exchange system. When you go in to book the seat (your own) for a Carling Cup game it shows as reserved. She said that many people had thought this meant they could use their entry cards to go to the game. What it actually means is that for the window where Gold members have priority to buy their seats it is reserved but not purchased. I recall going through all the tedium of putting in my credit card details but then not being sure it had worked (I cannot recall why but I know I had a doubt). When I went back in to check I guess it must have shown as reserved and I took this as being purchased. My advice to her was to make the process clearer. My advice to anyone else is to be very aware that this is an easy error to make and to double check and make sure they get a system email confirmation.