Boards›Esports

Update on 2018 NA LCS Spring Finals Tickets

Riot·2/23/2018, 2:58:34 AM·0 votes·11,578 views

Hey NA LCS fans,

This morning, several fans reported issues around purchasing tickets for the 2018 NA LCS Spring Finals in Miami. This was an unacceptable experience for our fans, and, after talking to Ticketmaster, I wanted to give an update of what happened around ticketing and next steps. I’ll go into more detail below, but here’s the two core issues:

  • The quantity of Verified Fan codes should’ve been limited to ensure that any recipients were guaranteed inventory and could have been calculated based on the number of tickets requested during registration. However, Ticketmaster released a few thousand more codes than they should have.
  • Ticketmaster sent broken links, forcing fans into a workaround through the Ticketmaster site itself.

What actually happened with Finals tickets?

Too Many Codes / Links Sent

  • Shortly after onsale, we discovered that the number of codes sent out was far greater than what we anticipated. We expected that Ticketmaster would release a number of links and codes to Verified Fans that would be based on the quantity each fan selected during registration, but it appears that Ticketmaster released too many in an effort to guarantee event sell out. By the time this was brought to our attention, tickets had already sold out. In the future, our goal is the number of codes issued should be agreed upon between Riot and the ticket vendor to create a better ticketing experience for fans.

Broken Links

  • Earlier this week, Ticketmaster sent our Events team a set of links to test ahead of the release to Verified Fans. Our internal reviews indicated that the links would work when sent to the randomly selected Verified Fans.
  • Early on the morning of Feb 22, Ticketmaster sent out codes to randomly selected Verified Fans, along with links to purchase tickets at 7:00 AM PT. Shortly after onsale, we received reports that the links weren’t working. After we confirmed the issue, we immediately contacted Ticketmaster and they then confirmed that all links sent out did not work. After approximately 30 minutes, Ticketmaster fixed the issue. Before the links were fixed, some Verified Fans went directly through Ticketmaster website to use their codes to purchase tickets.

General Public Access

  • The event page was visible to the general public, which led to confusion around whether or not the codes were necessary at all (tl;dr: they were). Ticketmaster confirmed that all fans who purchased tickets used a Verified Fan code, and that all purchases were in accordance with our ticket limit policy.
  • Knowing that our policies were upheld in regards to the completed purchases, we will be honoring those sales.

I had a code and I couldn’t get Spring Finals tickets. What happens now?

Unfortunately, we are now sold out for Spring Finals. We know this is disappointing, especially to those who followed the instructions and were failed by the process. We’re looking for ways to make it right (stay tuned to Lolesports). In the meantime, if you were sent a Verified Fan code and were unable to purchase tickets, email [email protected] from the same email used for Verified Fan and include the code you were issued along with the subject line "Spring Finals Verified Fan Link."

What are you doing to make sure this won’t happen for Summer Finals?

As mentioned above, there were two core issues that impacted this ticketing experience. First, broken links from Ticketmaster created a confusing experience for fans. In the future, we’ll work more closely with ticket vendors to ensure that the links that we’re sent for review are the same as what’s provided to fans. Second, the number of codes sent out exceeded the capacity of the venue. Moving forward, we will be working with ticket partners to better determine the final number of codes sent.

Why did you pick Ticketmaster to sell Finals tickets? Why use Verified Fan?

Venues typically have exclusive contracts with ticket vendors, and in the case of The Fillmore, that vendor was Ticketmaster. We’ve seen similar issues with other ticketing companies, and are using these instances as learning opportunities for us to improve the experience in the future, regardless of which vendor we work with.

We decided to use Verified Fan for Finals after introducing it at last year’s Summer Finals in Boston in an attempt to limit the number of bots and scalped, second-hand tickets. We’re committed to improving the ticketing experience for fans to ensure that as many fans can secure tickets at a reasonable price.

We appreciate your patience and we’re listening to your feedback while we work on finding a solution. It’ll take a couple of days for us to figure out how we can make it right and will share an update about what we can offer to affected fans.

Chris “RiotChopper” Hopper is the Head of Esports for North America. Formerly, he was focused on the global development and international operations of competitive League of Legends. Chopper is a decent poker player, sports fanatic who wins (almost) every Fantasy League among the Riot esports team, and always cheers for his alma mater, Duke. Questions about NA esports or want to chat about Magic: The Gathering? Reach out to him on Twitter via @RiotChopper.

14 Comments

Overcoming2/23/2018, 3:40:39 AM16 votes

As a current Florida resident and League enthusiast, and someone who attended the summer finals in Boston, I have to say I am extremely disgusted by how this process has gone. I watched the video that first announced the lcs finals for spring 2018 and was so excited because I know there is a large player base in Florida. I was dumbfounded when it was stated that the event was going to be held at a venue only seating 2000. Some league fans in been Florida have been waiting forever for the chance to experience a League event on their doorstep and it should have been obvious that this would leave a lot of people without tickets that wanted them. As a company that always states: “we want to make as many people happy as possible” you might have well just done the opposite here. This was a showing of utter stupidity and something I am very displeased with, and honestly surprised by. The finals is meant to be an event for the fans, or else it would just be held in the regular studio in LA in my opinion. So why did you decide to randomly attempt to satisfy this niche for a large community you know would easily sell out at 2000 seats? It literally makes no sense to me, even having heard your reasoning for it. Not to mention how late the finals were actually announced. A little less than 3 months notice, and a poorly, scarcely advertised way of purchasing tickets, all in a very short window. FYI if you want summer to be a success it has better be announced well before the summer split even starts.

Gamrenny2/23/2018, 4:23:59 AM4 votes

This is so stupid. I was planning to go down to Miami with a few friends to watch both the first and third place match. After being notified I would be allowed to buy tickets, I immediately rented a hotel room for a lot of money. With tickets being released, I couldn't even buy them at 10:30. This is such a disgrace that this happened and additionally a waste of my money and time. Good job riot, pulling a classic.

Tamakins2/23/2018, 1:26:50 PM3 votes

I was unable to get tickets to the finals because of this egregious error on Riot and Ticketmaster's behalf. This was my ONLY chance to go see an LCS event and I was so excited for it. Why you chose such a small venue is beyond all the fans, and then to mess up those few tickets like this?! I've always touted Riot as one of the best companies and most loyal to it's fans, that even when they make a decision that upsets fans at first glance, it is always in better service to the fans in the long-term. But this has completely shaken my faith in Riot. I hope you guys do better in the future and learn that "intimate" venues for a "different" fan experience is not a fair trade-off to accommodating as many fans as possible in different regions. THAT should be your first priority plain and simple when it comes to hosting these events outside of LA. I'm at a loss for words Riot.

anvilhands2/23/2018, 4:03:24 PM3 votes

What a massive disappointment, everything about the organization of the spring finals has been a complete failure. I don't blame Riot entirely but they've made several missteps during this process, and I bet that "looking for ways to make it right" will eventually just be swept under the rug.

B Ó2/23/2018, 4:44:52 AM3 votes

I couldn’t agree more. I’ve been playing since 2013 and watching lcs since 2015. I was so excited that finals was going to be held in my hometown of Miami since I had to fly to Boston for summer finals. Sucks that I won’t be able to go cause of Ticketmaster didn’t handle the situation correctly. I was buying tickets and it kicked me out of the page cause “an error occurred. “ devastating.

Marcsterlord2/23/2018, 2:40:57 PM2 votes

As a Miami resident, It makes me disappointed knowing that I can't go to the Finals because of an error like this. I don't know if this is too much, but I hope the next big game would be hosted in South Florida or somewhere in the Southeast.

Waifu No Laifu2/24/2018, 4:23:18 PM2 votes

I just want to point out that I am extremely disappointed with the ticket sales for this event. I don’t really see a reason to hold the finals of the most played video game in the 3rd most populous state at a 2,000 person theater when you have the American Airlines arena just a 5 min drive away. I don’t want to push all the blame onto riot but this was truly unacceptable and I understand how sorry riot may be. However, I don’t have enough money to fly out to LA or Canada for the finals so just when I thought I was going to be able to go, it got shut down and so I ask riot, please host the summer finals at the American Airlines Arena to show your Floridian fans that you are truly sorry about this.

1 800 Comcast2/26/2018, 3:46:40 AM2 votes

As Miami,FL resident, its shame, that first time an LCS is near me, they use Ticketmaster for tickets. Group of us we're all planning to go together, since it would be our first and be able to cosplay. Now we see the tickets on off websites selling for double the original price. Its truly disheartening and a shame, I understand if I didn't get a code, but in the case where thousands and over limit went out is not good. Its known in this city Ticketmaster is horrible, for almost any event hosted here. Also, they're many open areas to host an LCS with more than 2000 seats. AAA, BB&T Center, Marlins Stadium, Bayfront Park, and even the Opera Houses, but the Filmore, which has a bad rep, is beyond me why Riot chose them. Which is a shame on Riots part. Maybe I am just a salty person, but its truly sad to have an LCS final in my city and not be there as a loyal LCS viewer.

Richard Thick2/26/2018, 3:28:43 PM1 votes

Got my tickets! Can't wait!

ItsFreakinHarry3/23/2018, 2:54:09 AM1 votes

Been exactly 1 month since his happened and no updates whatsoever... so much for “It will take a couple of days for us to figure out how to make it right.” Unless they are trying to finalize contract stuff for Summer Finals as the plan then I guess they don’t care anymore :/