Customer service

I recently bought two lawn tickets for a Tanglewood performance on line. The web site advised I could purchase the tickets as a guest, and I proceeded to select them. Only after reaching the payment page was I advised that the purchase of two $30 lawn tickets would be subject to an additional $13 service fee, but I went ahead with it anyway. When I attempted to access my tickets after receiving an e-mail confirmation with instructions, I was presented with a log in page for the account I didn’t have and was implicitly told I would not need. Fortunately, after the waste of some time, I was able to figure out how to establish an account and access the tickets, but I certainly don’t feel I received anywhere near $13 worth of service.

I had an even worse time buying tickets for Belmont Park a while back. I was unable to get any response from the NYRA ticket office. At least the NYRA web site provided a link to Ticketmaster, through which I was able to purchase the tickets and which charged a relatively reasonable service fee. I’ll see if things go any more smoothly when I make my first trip to Saratoga this summer.

I understand that the loosening (at least for now) of Covid restrictions has created a large demand for experiences such as concerts and sporting events. Those putting on such events have not hesitated to raise their ticket prices to recoup their restriction-based losses. But I also think that an “experience” begins with the purchase of the tickets, and a bad experience at that stage can poison the well and make what follows less enjoyable. I am sure I will experience a great concert at Tanglewood; if not, I’m not likely to give them a second chance, though I was a regular in the past when buying tickets was easy and the cost reasonable.

Saratoga improvements

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I recently read that some changes are in store for this season’s Saratoga meet, all of which seem to me negative from the fan’s perspective.  Already paying more for admission, fans now will be asked to pay for reserved seats at some new picnic tables and in the Carousel.  Several old trees will be removed to make way for a museum, despite the presence of one of national stature across the street.  And a way of getting young people to the track, and maybe converting some of them into fans — the open house — will be no more.

What we don’t see, and I’m sure never will, is anything that recognizes that the track competes with other gambling venues.  Improve the quality of racing on non “marquee” days?  Lower the takeout?  Provide free handicapping information?  Throw your own account holders a bone by offering free admission to those showing NYRA rewards cards, even if only on weekdays?  Not on your life.  It’s all about squeezing the lemon.

I understand that NYRA is under pressure to be self-sustaining, and that it will not be easy for it to do so.  I also understand that the amusement park model with which Mr. Kay is familiar is based on getting the “guests” to pay for everything.  But amusements parks are sustained by many, many casual visitors who may visit a few times in a lifetime, or maybe once or twice a year.  Racing is sustained by year-round bettors, who are finding it more and more difficult to stay in the game.  What you can get out of the casual Saratoga fan, even if you squeeze the lemon really hard, isn’t going to keep the lights on at the Aqueduct tote board, and the few hundred lemons on the grounds there in January or February don’t contain much juice.