Chris Heck - President of Business Operations

[exigo]

That is very good

I can't imagine who created this in a rage this morning.

[Chip Butty 111]

Henry Winter has described our ticketing policy as both folly and arrogance tonight.
Can't really argue with that.

[exigo]

This is what I wrote to the fancomplaints email, and Lee. Anyone debating whether it's worth it, please do.

Dear Lee, and whoever picks up the complaint inbox.
I know I'm not the first into your inbox. I probably won't be the last. And in all honesty, I've debated all day whether it's really worth the effort of my time or yours.
But here's the thing. When my dad took me to my first ever Villa game nearly forty years ago, I fell in love. An unconditional love, I thought. A 120x80m patch of grass that my dad worshipped for decades, and his dad, and before that my great grandad had his ashes scattered in front of the old Witton end terrace.
I never thought I'd question that loyalty. That love. Not when I had posters of the 81 and 82 squads on my first bedroom wall. Not when I listened to the radio in 1988, hearing us get promoted with an away draw at Swindon. Not in the trophy-lifting years of Big Ron and water-walking Brian.
When Martin O'Neil turned his back on us, I was cut deep. It made me more resolved to cheer the lads on. The day we were relegated, I was the last one off the Holte. The club's pain is my pain.
Lee, you've been here for decades. You know there are loads like me. And you've seen the backlash on social media too these last two days. I don't hold you in any way responsible, but as fan liaison officer, I need you to know just how far apart from the club I feel today.
Two weeks ago, I stood in the Holte car park. Not allowed in the Suite anymore, that's for the corporate shilling these days. I know my place. All I want is a pie and pint, somewhere out of the wet and wind of winter. The one shipping container did its best to keep us regular punters in pints. Get there early we were told, only for the queues to snake halfway to the station when the turnstiles wouldn't open. Not one tannoy announcement, not one megaphone, not one person taking ownership of the issue and avoiding the risk of crushes when the gates finally did open 45 minutes late.
I wasn't expecting the hanging gardens of Babylon once inside. But equally, when prices are now double digits higher (again) than last season, I expect more than toilets flowing with piss. I was there in the 80s, along with 12,000 fans. I was there in the Championship, when stands were closed. Now what exactly are we paying for off the pitch?
Chris Heck has one KPI as I see it. Get us to £400m income as quickly as possible. He's only here to make profit, not friends. His carefully choreographed appearances, infrequent and insincere do nothing to dispel that notion. First it was the suite, then it was the lack of consultation (as per FA rules) about the badge change, then the Terrace View. The charge sheet goes on. And speaking of charging, here we are.
I knew we'd get hit with big prices for the Champions League nights. That anthem should send shivers down all our spines. Instead it will send a reflux of bile back into our bellies. There was a chance to acknowledge the club simply got it wrong on this one. Just like Everton in the cup last year. But there's no sorry anymore. Just a corporate line on acknowledging the issues, while having no intention of actually engaging with them.
I'm privileged. I can afford these prices. And I'll probably pay them, because I watched with my own eyes the last time we played Bayern Munich. I know what it means. But I also know what it means for the thousands of others who went to Rotherham, Wigan and Barnsley. Who were there when we were shit. Who kept the club going when it was most in danger of going under.
The sense now, here, in 2024, is that actually you don't want me at the club. You'd rather have some day-tripper, paying twice the price and spraying cash at the club shop. Maybe that's what it will take to get to Heck's magical £400m bonus clause. But glory is temporary. And when the club misses out on Europe. Or has that blip in form. Or goes out of a cup early, the tourists won't want to sit in our seats any more. And who will fill Villa Park then? Not the likes of me. Not the kids who never got to see Bayern or even Bologna in real life, because their parents couldn't afford it.
It won't bother Heck. He'll be long gone by then. Just another in a line of club fanbases he's screwed over. And do you know what? It likely won't bother me either. I'll have found a new unconditional love.
And right now, that's what hurts the most. £320 for four matches of football. Let that properly sink in. It's not just the urinals that are taking the piss.
Doubling down on the prices today was a missed opportunity. This won't go away, not now it's being taken up by so many people, both Villans and football fans more broadly. We used to be a club with class. Now, it's not even just the working classes being pushed away.
120 miles away from Villa Park, I've never felt this far away from what was and has always been my club. Please heed to anger, not just from me, but thousands across Villa Park.
Don't miss this fleeting opportunity to put things right.
Regards.

[Villan82]

Exigo, brilliant and from the heart. Well said

[Clampy]

It's a fantastic letter, it's heartfelt and superbly written but will it achieve  anything if you just hand over your £320 anyway? I just hope it does.

[PaulMcGrathsNo5Shirt]

This is what I wrote to the fancomplaints email, and Lee. Anyone debating whether it's worth it, please do.

Dear Lee, and whoever picks up the complaint inbox.
I know I'm not the first into your inbox. I probably won't be the last. And in all honesty, I've debated all day whether it's really worth the effort of my time or yours.
But here's the thing. When my dad took me to my first ever Villa game nearly forty years ago, I fell in love. An unconditional love, I thought. A 120x80m patch of grass that my dad worshipped for decades, and his dad, and before that my great grandad had his ashes scattered in front of the old Witton end terrace.
I never thought I'd question that loyalty. That love. Not when I had posters of the 81 and 82 squads on my first bedroom wall. Not when I listened to the radio in 1988, hearing us get promoted with an away draw at Swindon. Not in the trophy-lifting years of Big Ron and water-walking Brian.
When Martin O'Neil turned his back on us, I was cut deep. It made me more resolved to cheer the lads on. The day we were relegated, I was the last one off the Holte. The club's pain is my pain.
Lee, you've been here for decades. You know there are loads like me. And you've seen the backlash on social media too these last two days. I don't hold you in any way responsible, but as fan liaison officer, I need you to know just how far apart from the club I feel today.
Two weeks ago, I stood in the Holte car park. Not allowed in the Suite anymore, that's for the corporate shilling these days. I know my place. All I want is a pie and pint, somewhere out of the wet and wind of winter. The one shipping container did its best to keep us regular punters in pints. Get there early we were told, only for the queues to snake halfway to the station when the turnstiles wouldn't open. Not one tannoy announcement, not one megaphone, not one person taking ownership of the issue and avoiding the risk of crushes when the gates finally did open 45 minutes late.
I wasn't expecting the hanging gardens of Babylon once inside. But equally, when prices are now double digits higher (again) than last season, I expect more than toilets flowing with piss. I was there in the 80s, along with 12,000 fans. I was there in the Championship, when stands were closed. Now what exactly are we paying for off the pitch?
Chris Heck has one KPI as I see it. Get us to £400m income as quickly as possible. He's only here to make profit, not friends. His carefully choreographed appearances, infrequent and insincere do nothing to dispel that notion. First it was the suite, then it was the lack of consultation (as per FA rules) about the badge change, then the Terrace View. The charge sheet goes on. And speaking of charging, here we are.
I knew we'd get hit with big prices for the Champions League nights. That anthem should send shivers down all our spines. Instead it will send a reflux of bile back into our bellies. There was a chance to acknowledge the club simply got it wrong on this one. Just like Everton in the cup last year. But there's no sorry anymore. Just a corporate line on acknowledging the issues, while having no intention of actually engaging with them.
I'm privileged. I can afford these prices. And I'll probably pay them, because I watched with my own eyes the last time we played Bayern Munich. I know what it means. But I also know what it means for the thousands of others who went to Rotherham, Wigan and Barnsley. Who were there when we were shit. Who kept the club going when it was most in danger of going under.
The sense now, here, in 2024, is that actually you don't want me at the club. You'd rather have some day-tripper, paying twice the price and spraying cash at the club shop. Maybe that's what it will take to get to Heck's magical £400m bonus clause. But glory is temporary. And when the club misses out on Europe. Or has that blip in form. Or goes out of a cup early, the tourists won't want to sit in our seats any more. And who will fill Villa Park then? Not the likes of me. Not the kids who never got to see Bayern or even Bologna in real life, because their parents couldn't afford it.
It won't bother Heck. He'll be long gone by then. Just another in a line of club fanbases he's screwed over. And do you know what? It likely won't bother me either. I'll have found a new unconditional love.
And right now, that's what hurts the most. £320 for four matches of football. Let that properly sink in. It's not just the urinals that are taking the piss.
Doubling down on the prices today was a missed opportunity. This won't go away, not now it's being taken up by so many people, both Villans and football fans more broadly. We used to be a club with class. Now, it's not even just the working classes being pushed away.
120 miles away from Villa Park, I've never felt this far away from what was and has always been my club. Please heed to anger, not just from me, but thousands across Villa Park.
Don't miss this fleeting opportunity to put things right.
Regards.

Brilliant post

[Stu82]

Great letter Exigo

[Chip Butty 111]

This is what I wrote to the fancomplaints email, and Lee. Anyone debating whether it's worth it, please do.

Dear Lee, and whoever picks up the complaint inbox.
I know I'm not the first into your inbox. I probably won't be the last. And in all honesty, I've debated all day whether it's really worth the effort of my time or yours.
But here's the thing. When my dad took me to my first ever Villa game nearly forty years ago, I fell in love. An unconditional love, I thought. A 120x80m patch of grass that my dad worshipped for decades, and his dad, and before that my great grandad had his ashes scattered in front of the old Witton end terrace.
I never thought I'd question that loyalty. That love. Not when I had posters of the 81 and 82 squads on my first bedroom wall. Not when I listened to the radio in 1988, hearing us get promoted with an away draw at Swindon. Not in the trophy-lifting years of Big Ron and water-walking Brian.
When Martin O'Neil turned his back on us, I was cut deep. It made me more resolved to cheer the lads on. The day we were relegated, I was the last one off the Holte. The club's pain is my pain.
Lee, you've been here for decades. You know there are loads like me. And you've seen the backlash on social media too these last two days. I don't hold you in any way responsible, but as fan liaison officer, I need you to know just how far apart from the club I feel today.
Two weeks ago, I stood in the Holte car park. Not allowed in the Suite anymore, that's for the corporate shilling these days. I know my place. All I want is a pie and pint, somewhere out of the wet and wind of winter. The one shipping container did its best to keep us regular punters in pints. Get there early we were told, only for the queues to snake halfway to the station when the turnstiles wouldn't open. Not one tannoy announcement, not one megaphone, not one person taking ownership of the issue and avoiding the risk of crushes when the gates finally did open 45 minutes late.
I wasn't expecting the hanging gardens of Babylon once inside. But equally, when prices are now double digits higher (again) than last season, I expect more than toilets flowing with piss. I was there in the 80s, along with 12,000 fans. I was there in the Championship, when stands were closed. Now what exactly are we paying for off the pitch?
Chris Heck has one KPI as I see it. Get us to £400m income as quickly as possible. He's only here to make profit, not friends. His carefully choreographed appearances, infrequent and insincere do nothing to dispel that notion. First it was the suite, then it was the lack of consultation (as per FA rules) about the badge change, then the Terrace View. The charge sheet goes on. And speaking of charging, here we are.
I knew we'd get hit with big prices for the Champions League nights. That anthem should send shivers down all our spines. Instead it will send a reflux of bile back into our bellies. There was a chance to acknowledge the club simply got it wrong on this one. Just like Everton in the cup last year. But there's no sorry anymore. Just a corporate line on acknowledging the issues, while having no intention of actually engaging with them.
I'm privileged. I can afford these prices. And I'll probably pay them, because I watched with my own eyes the last time we played Bayern Munich. I know what it means. But I also know what it means for the thousands of others who went to Rotherham, Wigan and Barnsley. Who were there when we were shit. Who kept the club going when it was most in danger of going under.
The sense now, here, in 2024, is that actually you don't want me at the club. You'd rather have some day-tripper, paying twice the price and spraying cash at the club shop. Maybe that's what it will take to get to Heck's magical £400m bonus clause. But glory is temporary. And when the club misses out on Europe. Or has that blip in form. Or goes out of a cup early, the tourists won't want to sit in our seats any more. And who will fill Villa Park then? Not the likes of me. Not the kids who never got to see Bayern or even Bologna in real life, because their parents couldn't afford it.
It won't bother Heck. He'll be long gone by then. Just another in a line of club fanbases he's screwed over. And do you know what? It likely won't bother me either. I'll have found a new unconditional love.
And right now, that's what hurts the most. £320 for four matches of football. Let that properly sink in. It's not just the urinals that are taking the piss.
Doubling down on the prices today was a missed opportunity. This won't go away, not now it's being taken up by so many people, both Villans and football fans more broadly. We used to be a club with class. Now, it's not even just the working classes being pushed away.
120 miles away from Villa Park, I've never felt this far away from what was and has always been my club. Please heed to anger, not just from me, but thousands across Villa Park.
Don't miss this fleeting opportunity to put things right.
Regards.

Wonderful stuff..
Are we going to have any fans left...
One rotten apple...

[Stu82]

I think the club is fortunate the biggest game is first as more people will swallow it.  I cant see it changing - maybe the will do a discount for one of the games if demand isnt what is expected.

It doesnt make it right - im pretty sure they would have factored in this backlash into there decision making

I don’t, it’s not business smart.

They have to make unpopular decisions - as they cant think purely long term due to PSR / UEFA's restraints.  They would have probably modelled it and worked out the optimum price.  Its not good from a PR perspective - but that doesnt mean its not business smart.  Not defending it.

I don’t think the owners made the decision, I don’t understand why people think that multi billionaires with multiple business interests would get involved in ticket pricing.
Now there is a problem and they are aware of it but they would have not wanted it this way.
It damages the brand, why do you think they went to all the trouble with the kit launch and the megastore opening. They want the brand to have a feel good factor, pissing loads of people off and getting negative national TV and Newspaper coverage is not good brand management.

That’s how I see it, their portfolios are wide and varied, and they employ people to do the day to day running of business’s.
 I think the reaction to the prices will not be fitting in with their brand plans. They will be hearing the noise it has created.

[Gareth]

We should have a vote of confidence/ no confidence in Heck!

[wozwebs]

Wonderful post, exactly as I and most of us are feeling eloquently put.

Check this post from 4 years ago from someone in the U.S.

[Toronto Villa]

If the club lets this go on through to next weekends nationally televised game vs Everton it’s going to be a massive PR disaster. I mean it already is. How they have not addressed this yet is beyond me. If they think sticking to their guns and hoping it blows over is the way to they are beyond ignorant or naive.

[edgysatsuma89]

I can easily see them sticking to their guns, Bayern tickets will fly like hot cakes and they will not give a shit. This will only really come back to haunt them if it goes to crap on the pitch, the goodwill has been firmly cashed. Let's hope Emery is here for a while!

[purpletrousers]

It's a fantastic letter, it's heartfelt and superbly written but will it achieve  anything if you just hand over your £320 anyway? I just hope it does.

It is indeed.  Thank you for writing it, sending it and sharing it Exigo. And yes what more can you do…

[PaulWinch again]

They’ve made a big misstep here. It’s really poor and disrespectful to the fans, it’s bad PR more broadly, and it’ll look really bad if the stadium isn’t full for these games as well.