Many supporters have contacted us about the restricted bag policy now being implemented at Wembley Stadium, expressing concerns that it could, in many cases, prevent them from attending games. We have been talking to THFC and Wembley National Stadium Limited (WNSL) in order to voice supporter concerns and explore practical solutions.
We emphasised that we were not elevating convenience above security concerns, but we were concerned that the way policies were being applied would prevent people from attending games.
We had a very constructive conversation with officials from THFC and WNSL and it was agreed that a number of areas would be reviewed. WNSL has agreed to look at how to enable people who have to carry bags or laptops to do so without compromising the security advice they have received. Clear communication will be issued by WNSL and THFC once this has been decided. They clarified that fold-up umbrellas will be allowed into the stadium and the Spurs ‘Bag for Life’, issued with members’ gift packs this season, will be permitted despite being larger than A4 size*.
We put forward the view that security should be seen as a human extension of the customer service approach and we’re happy that WNSL shares this view and is willing to work with us to get the balance right. We have also passed on offers of help from members who work in organisations that have also implemented similar security policies.
The Club and Wembley will be issuing further clear communication around this issue over the coming hours, and we will all discuss how things have worked after the Chelsea game and ahead of the Inter Milan game next week.
We really want to emphasise that achieving the right balance between security and customer service means that we all need to play our part. That does mean arriving at the stadium earlier than we have been doing, and it does mean whenever possible not taking bags with us.
Please do bear this in mind, and please look out for and take note of official Club communication on this subject. In difficult circumstances, we’re encouraged that we are able to work properly together with WNSL and THFC for everyone’s benefit.
*Those Season Ticket Holders yet to receive their gift packs will be doing so in the next 2-3 weeks.
23 November 2018