Football fans who rushed to secure tickets for the FIFA Women’s World Cup in a bid to snare seats close to the action feel duped over what they deem to be confusing information that has left them stuck in the nosebleeds.
Dozens of fans complained that a lack of transparency about how seats were allocated meant those who rushed to get presale seats at a higher cost are now stuck with obstructed views, away from the action.
Among those affected is Marcia Humble, of Launceston, who wanted to make the World Cup trip she organised for her kids as memorable as possible.
It was particularly important for the single mother, whose football-obsessed daughter, Katie Campbell, 15, has been dealing with a worsening heart condition.
“She’s been playing soccer since she was 10 years old. She loves it. It’s her thing. She knows all the statistics,” Humble said.
Katie has been offered a wish from the Make-A-Wish Foundation. She is hoping to use it to train with the Matildas later this year.
Football fanatic Katie Campbell, 15, pictured with Matildas player Lydia Williams.
Fans purchasing presale tickets in October were told the event’s ticketing system operated on a first-come, first-serve basis, so Humble took the day off work to buy tickets in the presale to secure the best seats.
While ticket holders could not choose where they sat, the assumption made by many fans, including Humble, was that the people who purchased tickets first would be given the best seats within their chosen category.
Fans were given the option to purchase seats from three categories: category one, the most expensive; category two; and category three.
Seats in category one stretched from the first rows of the stadium up to the top level, outlined in stadium maps provided by FIFA.
But because Humble bought the tickets early, she assumed she would be allocated seats close to the pitch.
“It’s very deceptive. People feel they’ve been duped, that it’s false advertising.”
Ticket holder Ann Murphy
She purchased three home packages that day for herself, Katie, 15, and her son Jack, 17.
On Tuesday, Humble, along with other ticket holders, received the seat allocation for the event: For all matches, they have been seated at the back of each stadium’s top tier.
“I was very hurt, very disappointed. I was actually in tears,” she said.
Humble was worried about telling Katie where their tickets have them sitting.
A FIFA spokesperson said the “first come, first serve basis” outlined in the information about ticket sales referred to the availability of the tickets, not the location of the seats.
FIFA did not disclose how seating allocations were made.
“From the very beginning of ticket sales back in October 2022, FIFA has clearly communicated through stadium maps where fans will be allocated seats based on the ticket category purchased,” the spokesperson said.
But Humble is not alone in her frustration. On Tuesday, 100 days out from the World Cup, various Facebook groups dedicated to the Matildas, the A-Leagues, and the World Cup were flooded with posts from fans with similar stories.
Self-confessed “superfan” Kris Gowan bought her tickets within 10 minutes of the start of the presale. She is also stuck in the nosebleeds.
“Some people took the day off work to get the tickets. They’ve done this in good faith, and they’ve been allocated seats in the sky,” she said.
“If I’d known I’d been seated in the gods, no way in hell would I have bought those tickets.”
Several dozen ticket holders who contacted The Age expressed similar stories.
“I was under the impression that people who get their hands on tickets in the earliest ticket phases would be rewarded with the best seats within their category,” Tala Salah said.
“I took that afternoon off work to make sure I could buy the best tickets.
“We’ve instead been assigned the worst possible seats within our category on level 6, where you can barely see what’s happening.”
Aside from missing out on the action, several of those affected by the ticketing allocation are worried about mobility issues.
Sydneysider Ann Murphy, 63, is concerned she will not be able to make it up the ramp.
“It’s very deceptive. People feel they’ve been duped, that it’s false advertising,” she said.
Stacy Ess, from country Victoria, is concerned that her knee issues will make it difficult for her to reach her seat.
Another fan, who did not want to be named publicly due to the nature of his occupation, bought tickets for his elderly parents.
“We’ve got serious questions as to whether Dad can realistically make it all that way up and back,” he said.
International fans have faced similar woes. UK resident Kim Ablett is travelling from her hometown of Gloucester for the tournament. She said the trip, which is supposed to celebrate the end of her 25 years’ service with the armed forces, is tainted.
“I feel completely ripped off, and disappointed, and the buzz I was feeling has elapsed somewhat,” she said.
Despite receiving an explanation from FIFA, Humble is hopeful there’s still time to make her daughter’s dream a reality.
“[I’m] hoping that something could be rectified,” she said. “Hoping that it might’ve been turned around, hoping that FIFA acknowledged that what they’ve done is wrong.”
Many of the complainants who contacted FIFA received the same response, which offered a refund of their ticket price and outlined the information that was provided to fans prior to their ticket purchase.
