2024 Solheim Cup: LPGA addresses issues with fan transportation

The highly anticipated 2024 Solheim Cup began on a sour note on Friday due to significant transportation challenges, leaving many fans frustrated as they struggled to make it to the first tee on time. In a candid Q&A with media onsite at Robert Trent Jones Golf Club, LPGA Commissioner Mollie Marcoux Samaan addressed the situation, admitting the logistical failures and outlining the steps the LPGA has since taken to improve the fan experience.

A rocky start

Reflecting on the chaotic Friday morning, Marcoux Samaan acknowledged the frustrations of the fans: "We weren't trying to avoid questions, but we needed to move into triage mode to solve the problems." She openly admitted that the main issue was the lack of buses and inefficient staging. "There weren't enough buses, and the staggering of the buses wasn't at the right time. The staging and loading were not sufficient or efficient."

For many fans, the first day was marred by long waits and confusion, with some stuck in parking lots without transportation to the event. This resulted in diminished energy at the first tee. "It certainly was not what we anticipated, and we recognise that," Marcoux Samaan admitted.

The lack of manpower on the ground only compounded the issue. "We just didn't have enough manpower out there to load the fans or to handle the questions and comments," she explained. Along with the transportation issues, facilities like bathrooms were also left in poor condition and in some cases locked, creating further dissatisfaction.

Swift action for a better experience

Despite the rocky start, Marcoux Samaan emphasised the LPGA's efforts to address the issues swiftly. By the afternoon of the first day, the organization had already made significant changes, including adding more buses and adjusting the staging process. "We put a lot more bodies out there. I was out there, our senior staff was out there, and we were talking to customers and directing traffic," she said, highlighting the LPGA's hands-on approach to problem-solving.

Fans noticed the difference. By 6pm, most lines were cleared, and people were able to leave the venue much more smoothly than they had arrived. Marcoux Samaan also pointed out that the next morning saw a dramatic improvement in logistics. "We started the buses earlier at 4:30am, opened the gates earlier, and had many more buses lined up ready to go."

One important change was the segregation of volunteers into a separate lot, which alleviated some of the congestion issues from the previous day. "We moved the volunteers to a separate lot, and that helped quite a bit," she explained.

The LPGA also issued an apology to affected fans via email and offered two general admission tickets to those whose experience was impacted. "We're waiting to see who takes the tickets, but the offer stands," Marcoux Samaan confirmed.

Long-term impact and fan trust

While Marcoux Samaan believes that the overall fan experience improved as the day went on, the damage caused by the morning’s delays raised concerns about the long-term impact on the LPGA’s reputation. "Yes, it was extremely disappointing that we had any fan that didn’t have the perfect experience," she said. However, she remained optimistic, pointing out that once fans arrived at the venue, the energy was palpable. "The first tee at noon was hopping, and the players' energy was tremendous."

Addressing concerns about negative headlines surrounding the event, Marcoux Samaan stated, "I don’t think it’s going to cause long-term damage. We have to make sure our fans know how much we care about them and how much we whiffed."

The commissioner also stressed that the LPGA is committed to diagnosing the root cause of the transportation issues to ensure it never happens again. "It’s our responsibility to diagnose where the problems occurred, why they occurred, and to dig in. It wasn’t a cost-cutting issue, just a miscalculation."

Final Thoughts

As Saturday’s play got underway, it was clear that while the LPGA had faced significant challenges, doing their best to rectify what was a pretty disappointing and ultimately easily avoidable situation, they had at least taken ownership of the problem. Marcoux Samaan repeatedly emphasised that the LPGA team, including senior staff, had been out on the ground to address issues directly and to communicate with fans. "You always have to earn your trust. Every day you have to earn the trust of your fans," she said.

The commissioner concluded by assuring fans that the LPGA is focused on improving and learning from this experience: "All we can do is keep working on it. That’s all we can do."

With the improvements in place and a renewed focus on delivering an outstanding fan experience, the LPGA is hopeful that the remainder of the Solheim Cup will proceed smoothly, allowing fans to fully enjoy the excitement of the event. Whether it’s enough to win back the trust of many disgruntled, disappointed and dedicated LPGA golf fans remains to be seen.

Did you have trouble getting to the course and want to share your thoughts? Email Editor Emma here.