‘I wouldn’t go again’: Pensioner’s stadium view obscured by flame thrower

Saturday, 20 June 2026

A retiree paid $172 for two tickets to a Crusaders rugby match at the new One New Zealand Stadium in Ōtautahi.

The 70-year-old says an inconveniently located flame thrower tower partially obscured his view of scrums, lineouts, tries, and kicks during the game.

The spectator’s complaints to the Crusaders, Ticketmaster, and Venues Ōtautahi were either unanswered or unresolved.

After Stuff contacted the relevant organisations, the Christchurch resident received a direct apology from the Crusaders and an assurance the flame thrower locations will be revisited.

Solving stuff is where we investigate reader complaints and push for answers. You can read more about the project here, and submit your story for consideration at the end of the article.

In this instalment: A pensioner’s view of a rugby game at the new One New Zealand Stadium in Christchurch was compromised, so he took photos and complained. But as Natalie Akoorie reports, it was a slow process.

The problem

When Murray Pashby paid $172 for two tickets to see the Crusaders play the Hurricanes at Christchurch’s brand new One New Zealand Stadium, he didn’t expect to have obstructed views of the Super Rugby clash.

But in multiple photos he took of the May 29 game, Pashby’s view is partially obscured by an inconveniently located flame thrower.

Pashby and his wife were sitting in Section 132, Row E, where the lower level should have provided a close-up of the action.

But instead, Pashby said they couldn’t see crucial parts of the play because of the obstructed view.

“I wouldn’t go there again unless the flame throwers are gone,” Pashby said. “It really was that bad.”

The flame throwers, known as flame blazers, were positioned around the stadium throughout the match.

“When they get excited, the flames go up in the air,” the 70-year-old said.

But because of one box tower’s location in relation to Pashby’s seat, he said he had an obstructed view of scrums, lineouts, two tries and a couple of kicks.

“I was so pissed off by the second half. Where we were sitting that box was just there, and so our view of the sticks was impaired.”

For at least one conversion and one penalty kick, they couldn’t even see the kicker, Pashby said.

Asked whether he could see those obstructed moments on a big screen instead, the retired accountant said he could.

“But if I wanted to watch it on a big screen I’d watch it at home.”

What went wrong

After the game Pashby said he emailed the Crusaders with his photos but didn’t get a reply.

Pashby then tried to contact Ticketmaster, eventually managing to make contact through the ticketing platform’s Facebook page.

He said the tickets were not sold with a warning of a restricted view and were not discounted.

Instead of filling in a form for Ticketmaster, Pashby contacted Venues Ōtautahi, which manages the stadium.

Venues Ōtautahi initial reply came within an hour, acknowledging Pashby’s experience and asking to see the photographs.

But after sending a follow-up message, Pashby then didn’t hear back for a week.

Pashby told Stuff he didn’t want a refund, just an apology for the lack of response and acknowledgement of the problem.

“What I’m really peeved off with is the silence of it all.”

What we did

Stuff contacted Venues Ōtautahi, Ticketmaster and the Crusaders with questions.

Soon after, Pashby said he was contacted by Crusaders chief executive Colin Mansbridge and offered an apology.

Venues Ōtautahi chief executive Caroline Harvie-Teare said she understood Pashby’s frustration.

“While we always endeavour to do what we can to ensure a remarkable experience for our guests, there are some limitations on what we can do in this situation.”

She said the addition of supplementary event enhancements such as the flame boxes, and their positioning, were a decision made by the venue hirer and changed from event to event.

“We can confirm at the Crusaders’ games this season, flame boxes which are 48 centimetres by 30cm by 28cm were installed around the field at a height of two metres for the safety of the players and those working on the sidelines.”

She said ticket sale categories, including any restricted views, were defined by the venue hirer or promoter for each event.

“With regard to the consideration of a refund for Mr Pashby’s ticket, it is important to note Venues Ōtautahi do not collect or hold the ticket revenue for these events, so a refund is not something that we are in a position to issue.”

Venues Ōtautahi had not received any other similar complaints, she said, but continued to encourage guests to provide feedback “as we all become familiar with our city’s new home”.

Ticketmaster said it understood the concerns raised and would look into the circumstances surrounding the seats and Pashby’s experience.

“We understand Mr Pashby's frustration and we're sorry that his experience seeking assistance did not meet expectations.

“We've reviewed our records and are looking into the interactions he had with our customer service channels.”

In reply to Stuff’s questions, Mansbridge said there were 12 flame blazers around the perimeter of the field.

“The current location of these devices is the safest spot for both players and staff working on the field.

“These devices require a two-metre exclusion zone – which is the distance from the ground to the top of these devices, hence why they need to be at the height they are.”

He said although the Crusaders had only received one complaint, he said they took every complaint about people’s match-day experience very seriously.

“And we, alongside Venues Ōtautahi, will review the location of these devices for next season.”

Mansbridge said the Crusaders had looked forward to the stadium opening for 15 years, and wanted everyone to love their experience.

He said any complaint was disappointing and he acknowledged the lack of initial response to Pashby’s email, which went to a generic inbox address “at a time when our small team was preparing to host a home qualifying final”.

“We apologise to Mr Pashby for missing this complaint – it’s not the standards we hold for ourselves, and we are sorry we missed this email.”

Did we solve it?

Pashby said he was happy the Crusaders were reviewing the location of the flame throwers for next year.

And he and his wife still planned to use and support the venue.

They already had tickets to Robbie Williams at One New Zealand Stadium in November and had also bought tickets to go on a tour of the stadium.

Mansbridge said Pashby’s contact was helpful.

“Mr Pashby was at pains to explain he was most concerned about the Crusaders getting this right than he was about his own situation.

“We appreciate the mindset and thoughtfulness of people like Mr Pashby.”

The New Standard: If it’s unfair to you, it’s fair game for us.

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