There will be new signage on the approach to the stadium that will more clearly indicate which entrances lead to which level inside the stadium. From the Liverpool game onwards you can expect to see more stadium staff, dressed in hi-viz ‘Here to Help’ pink and blue tabards, in the areas immediately surrounding the stadium, and increased and better signage. This will hopefully enable fans to get information about entry points and ask any other questions much more easily than they have been able to so far.
We've asked that particular attention be given to queue management, so that build-ups can be addressed and any problems identified. Wembley search inside, rather than outside, the stadium and we've said that this means gates can often become blocked as queues back up from search points. WNSL have said this will be addressed and extra resources will be deployed for bag searching. Two no-bag lanes are to be introduced in the 10-trap entrances to speed entry up.
Ideally, the new staffing would be in place sooner, but it takes time to train people. WNSL are also adding detail to their staff briefing so that they are better able to help fans on the spot rather than directing them to the ticket office.
We also pointed out that WNSL's definition of a 'late walk-up' was not the one used by most fans. We said that there needs to be a balance between what WNSL terms 'educating fans' and planning to manage the reality of match day behaviour. They've noted the point. Obviously, more fans will now be getting used to the fact that approaching and entering Wembley does need more time than it did at White Hart Lane. It seems sensible to give 45 minutes between arriving at Wembley Park station and getting inside the ground.
We've asked for increased visibility of stewarding inside the ground, particularly in the west stand, after requests from supporters. We've said we want to see the issue of standing in seated sections managed sensibly.
You can also expect to see some of THFC's regular stewarding team from White Hart Lane outside and inside the stadium. We stressed the benefits of both stewards and fans being familiar with each other and this has been taken on board.
We're aware many of the issues outside the ground also relate to ticketing. Hopefully some of the information on ticketing will be out by the time you read this, and we're assured that issues so far have been recognised and measures put in place to improve matters. We'll give a more detailed update on ticketing next week.
We know it's been a hugely frustrating few months and we'll be making the Club's Executive Board very aware of our views on how the decisions they have taken have affected fans when we meet soon. For now, we know that frontline staff are doing their best to make the situation better, and we'd ask that fans appreciate that when dealing with them, however frustrated we all get.
15 September 2017
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