Public Relations Superbowl 45

Superbowl 45

NFL's direct response to the public

The NFL continues its attempt to make amends to the 400 fans who couldn't sit in their seats at Super Bowl XLV.

In yet another example of compensation, the league e-mailed the fans an offer of either $5,000 or reimbursement for "actual, documented" Super Bowl XLV expensies, whichever figure is higher.

A total of 1,250 temporary seats were deemed unsafe just hours before the Super Bowl kickoff, and as a result, 400 fans were left without seats for the game.

This is the league's third offer to the fans, and it is a result of feedback from those affected. This offer represents an increase from the $2,400 in compensation offered last week.

here were even people who paid $200 per person to stand in the parking lot and watch the game on gigantic TV screens. In those cases, buyers beware. But it really goes to show you that the goal was not to provide an awesome experience. Rather, the goal was to set an attendance record.NFL spokesman Brian McCarthy said that when the league decided to relocate the 850 fans, it lost any shot of setting the attendance record.[27]

The NFL subsequently offered affected fans a ticket to the next Super Bowl in addition to the refund. It also offered fans the option of a ticket to any future Super Bowl, along with round-trip airfare and hotel accommodations. However, this wasn't enough to mollify several fans, who on February 9 filed a $5 million class-action lawsuit against the NFL, the Cowboys and Jones. In addition to Steelers and Packers fans left without seats, the suit includes Cowboys fans who paid $100,000 for personal seat licenses, only to have to watch the Super Bowl in metal folding chairs without a view of the stadium's giant video replay board. [28] The NFL at first offered $2,400 to fans who did not receive a replacement seat, but later offered a tickets to a future Super Bowl with airfare and hotels included.[29]

they got so carried away focusing on that Super Bowl attendance goal - they forgot about their customers, most importantly, their customers' experience and satisfaction

...