Managing Real Madrid Fan Complaints: Individualized Approach – RTHK
The Consumer Council has urged the organizers of a recent meet-and-greet event featuring former Real Madrid stars to handle complaints from fans on a case-by-case basis. Last Friday, disgruntled fans voiced their dissatisfaction after paying HK$6,880 for the opportunity to meet the veteran players, only to be unable to secure autographs or take photos with them.
Addressing Individual Complaints
In response to the outcry, the Consumer Council revealed that they had received a total of 16 complaints regarding the event. Gilly Wong, the council’s chief executive, emphasized the need for a personalized approach in resolving the issues raised by fans. She stated, “The incident this time was special and has to be addressed in a more individual and targeted manner, because every case is different. If it was a big case involving lots of people, it might have to be handled in a standard manner. But here, each complainant’s case can be addressed separately, and they can try to coordinate with the organizers.”
Fan Frustration
One fan, identified only by the surname Wong, recounted his disappointment during the meet-and-greet session. Wong revealed that by the time he gained entry, some of the players had already departed, depriving him of the chance to interact with them. Expressing his dissatisfaction with the organizers’ attempts to make amends, which included a group photo opportunity before the Real Madrid vs. Barcelona match at Hong Kong Stadium, Wong lamented, “We’re obviously dissatisfied. Actually, the arrangement just kept getting worse. The incident made us really sad.”
Apology and Resolution
In light of the backlash, the event organizers issued an apology, attributing the players’ early departure to match preparations. To address fan grievances, a dedicated WhatsApp hotline has been established for individuals dissatisfied with the event’s handling.
As fans seek redress for their disappointment, the organizers are under pressure to rectify the situation and restore confidence among Real Madrid supporters. The incident serves as a reminder of the importance of effective event management and customer engagement in ensuring a positive fan experience.