Page 72 - 2017, SEPT 24 - LIONS VS FALCONS - SHOP 1

Ticket Office / Advance Ticket Office

Question Shopper 1

1 Section/Location: Will Call outside Gate A Staff Name: Helen Time: 10:50AM
Mrs. Shopper arrived at the Will Call office at 10:50AM. Two windows were occupied but a third window was open with no wait. Helen asked Mrs. Shopper how
she could help her and Mrs. Shopper asked for her ticket. Helen asked for ID and quickly retrieved the envelope with the tickets. Helen gave one ticket to Mrs.
Shopper and left one in the envelope for Mr. Shopper to pick up later as he was parking the car. Helen crossed out Mrs. Shopper's name and put his name on the
envelope. In all, the transaction to under 5 minutes. Helen was pleasant and professional and easy to work with. Overall, Mrs. Shopper had a favorable ticketing
experience.
2 Section/Location: Will Call outside Gate A Staff Name: Audrey Time: 11:00AM
Mr. Shopper arrived at the Will Call office at 11:00AM. The waiting line was unorganized and no one was there to direct it. There were 8 people ahead of Mr.
Shopper with two people being helped at the window. Everyone had formed one line and as new people approached they didn't follow along and made their own
lines resulting in a 15 minute wait just to get to the ticket window. Audrey could not locate Mr. Shopper's ticket and it took another 7 minutes before he had his
ticket. It appeared that there was so much writing on the envelope it could not easily be found.

3 Section/Location: 111 Ticket Window Inside Staff Name: Lucas Time: 12:12PM
Mrs. Shopper asked Lucas about the new Loge seating. He explained it was sold out for the year but seats might open up for next year. He suggested other seating
options or even renting a suite for a game sometime during this season. Lucas was polite and friendly and gave his card to Mrs. Shopper so she could follow up with
him on a future game.
Shopper 2
1 Section/Location: Gate B Time: 12:40PM
Using the Flash Seat app was very easy to get into the game, there was no issue with scanning. It was also very easy to transfer tickets to another user.

2 Section/Location: detroitlions.com
Ms. Shopper searched for tickets on the detroitlions website, she found it is very easy to navigate and purchase tickets.
3 Section/Location: Veritix Staff Name: Tau
Ms. Shopper called the Veritix number listed above and essentially went through the same menu options twice. Then she was on hold for about 5 minutes before
she was able to speak with someone. Once a person came on the line, she inquired about the Lions/Bears game on December 16th. She confirmed that the event
was at Ford Field. There was a bad connection so we had difficulty hearing one another, would definitely choose to purchase tickets online over calling in.

Woodward Avenue Travel (for client use only) Page 142 2017, SEPT 24 - LIONS VS FALCONS - SHOP 1 - Ticketing