On the evening of Tuesday 9 October 2018, representatives of the Trust Board met with representatives of the Spurs Executive Board and senior Club staff for a scheduled 'Board to Board' meeting. Notes from the session follow and have been signed off by both the Trust and the Club.
The additional ticketing questions referenced in the notes are attached as a PDF at the end of this summary.
The additional ticketing questions referenced in the notes are attached as a PDF at the end of this summary.
Tottenham Hotspur Supporters’ Trust
Tottenham Hotspur Football Club
Board to Board Meeting
Minutes and Report
Tuesday 9 October 2018
Tottenham Hotspur Football & Athletic Co Ltd, Lilywhite House, 6pm
THST Board:
Martin Cloake, Co-chair (MC)
Katrina Law, Co-chair (KL)
Adam Bailey, Treasurer (AB)
Pete Haine, Secretary (PH)
Martin Buhagiar (MB)
Rachel Martin (RM)
Michael Green (MG)
THFC Board:
Daniel Levy, Chairman (DL)
Donna-Maria Cullen, Executive Director (DMC)
Jonathan Waite, Head of Supporter Services (JW)
Ian Murphy, Head of Ticketing (IM)
Eileen Williams, Safety Officer (EW)
Simon Bamber, Director (SB)
Jon Babbs, Stadium Director (JB)
Simon Felstein, Head of Communications (SF)
1. Outstanding action points from last meeting on 20 February 2018
1.1 DMC to inform KL/ MC when WHL station renaming reaches public consultation stage
- MG referenced the proposed permanent closure of the ticket office at White Hart Lane station and the concerns the Trust has around the impact on match day staffing levels on both sides of the counter. THST will be submitting to the consultation process and wanted to hear the Club’s position
- DMC referenced a recent landowners’ meeting with Transport for London, where plans for the ticket office closure, along with the lack of planned toilets at White Hart Lane station, had been discussed. The Club has now written to TfL requesting more information on the proposed closure and what arrangements will be in place for a ticket office on match days and non-match days given the 365 days a year nature of the scheme. Letter shared with THST
- MG to compile THST response and share with JW ahead of submitting to the TfL consultation. Action: MG
1.2 JW to follow up with KL/ MC re: iSpurs social media functionality towards the end of 2018
- KL referenced the increased volume of fan interaction, customer service and ticketing queries across THST social media and the difficulties the Trust is experiencing managing that volume and providing the level of information required
- KL felt strongly that there was a void that the Club needed to fill. Fans deserved and needed better interactive communication directly from the Club
- JW reported far more traffic to AskSpurs which had been specifically set up to deal with this and should be the first point of reference for fans. DMC said the Club would prefer fans look here first. JW reported trials of a chat functionality on the AskSpurs platform. This would offer more interaction and access to more immediate information for fans. It was felt this was preferable to traditional social media accounts for the Club
- JW asked that the Trust direct fans to AskSpurs whenever possible as the more questions asked, the more informative and useful the platform would become
- KL explained that THST includes a link to AskSpurs at the end of each monthly newsletter and would be happy to promote the platform further. Action: KL
1.3 THST to liaise with JB re: shadowing safety team on a match day
- MC explained that THST had not pursued the offer made in February to shadow the Wembley team as we had thought we would be leaving the venue shortly afterwards
- THST has requested to shadow once we are settled into the new ground
- JB said this was an open invitation
- MC and the THST reps welcomed new Safety Officer, Eileen Williams
1.4 IM / THFC to issue comms on Ticket Share to fans - Ongoing
1.5 DMC / THST to align comms on Ticket exchange – and to encourage use - Ongoing
1.6 DMC to advise THST on test events. THST to help provide numbers - Ongoing
1.7 JB to respond to more technical questions in members’ question pack in writing via THST – Partial complete
1.8 DMC to update on recycling/ food waste etc. and include RM of THST in comms plan - Done
1.9 DMC to communicate heritage and history plans in new ground - Ongoing
1.10 DMC to share rationale and context for Season Ticket pricing with THST
- KL referenced that only 19% of the Season Ticket holders who’d participated in THST’s annual survey over the summer were satisfied with pricing. 49% had moved stands because of the pricing – threatening to disrupt the atmosphere of the new stadium. Only 7% considered facilities to be an important factor when purchasing a Season Ticket. The Trust was not alone in considering the pricing to be too high
- KL asked how the Club had arrived at those price points and how sustainable they thought they were
- DMC responded that the Club had applied the principle of stretch pricing and that there were many different price points to choose from
- KL said the Club’s definition of stretch pricing differed from the Trust’s
- DL referenced the introduction of the Young Adult category for 18-21 year olds, for which KL gave thanks on behalf of the Trust
- DL referenced the additional concessionary areas available in the new stadium
- DL felt that fans would be very pleased once they see the stadium and experience a match day there
- DMC felt it was unhelpful to link the Season Ticket pricing to the stadium delay
- KL felt the premium pricing had set higher expectations and so heightened impatience with the delay
- The 1882 offering was discussed. THST has made its view on the ‘premium lite’ offering in the heart of the home end clear previously
- DL stated the new stadium wanted to cater for everyone and that the 1882 offering had sold out
- KL suggested that was only after sales calls to anyone who had ever expressed an interest in a premium ticket at Spurs
- DL stated the 1882 seats had only been offered to those on the Club database
- KL referenced the outstanding ticketing questions submitted as an addendum to the agenda, and ticketing was to be discussed further in section 5
1.11 SF to speak with Vloggers to reiterate the impact of vlogging on fellow fans at matches
- SF had spoken to any relevant vloggers following the meeting in February
2. Stadium build: latest update
2.1 DL stated that every day was progress but the Board wanted certainty before coming out with a timeline
- The priority of the Board is to protect the Club at all times
- AB asked if the next statement would give a conclusive date for the opening of the stadium
- DMC responded that the next communication would be an update
- MB felt this was about managing expectations. The Club’s own website listed the Tottenham Hotspur Stadium as the venue for all home league games from Chelsea onwards. It may be wiser to change those to TBC
- KL flagged that the TV picks for December and January are scheduled for release on Friday (12 October). Would the Club not have to comment on venues at the same time?
- DMC and SF said the next Club update would be issued in the next 2-3 weeks
- KL explained that, once the TV picks were announced, fans made plans and any repeat of the City fixture would result in more compensation claims and more cost for the Club, as well as more inconvenience for fans
- KL referenced comments submitted by members ahead of the meeting around the quality and frequency of communication recently. Would the Club accept this has been an issue?
- DL, DMC and SF asked what they thought could be said when there was nothing to add to the last statement. It is an incredibly difficult situation
- MC said the Trust’s preference, and that of many fans, was to get information out early, even if it was to say there would be further delay
- DL and DMC said that doing this risked further delay
- RM referenced stories leaking in the press adding to the unrest amongst fans
- DL said the Club had confidential conversations all the time and it is always frustrating when details leak
- DL recognised that the fans needed to feel acknowledged in this situation and that many fans had written supportively to the club which was much appreciated
- DL confirmed that announcing the Liverpool game as the first game in the Stadium was not over ambitious and the stadium would have been ready if not for the safety issues. Much of the external work has been brought forward from next summer
2.2 MG asked about project financing and clarified that THFC did not have a turn-key contract with MACE
- MG asked if the delays were down to one contractor solely. DL confirmed they were down to several contractors
- MG asked about the current costs of the project. DL confirmed the costs had definitely risen and DMC added that the Club was cutting internal costs where possible (campaigns, marketing etc.)
- MG asked about a contingency in the budget. The Club confirmed that it had contingency in the budget
- DL felt everyone was going through a bit of pain right now but that we would be coming out with one of the best stadiums in the world. It may take longer to get there but we are on the journey
- MG asked for an update on the Banks and DL said all were being very supportive
2.3 MG asked for an update on refinancing the project
- MG noted that the structure means the Club is paying the interest only but assumes any refinancing will now be on a higher figure
- DL said the US Banks, especially, were used to build programmes of a similar scale overrunning
2.4 MC asked whether the Board thought the pricing policy was sustainable and if they were confident they would retain fans
- SB referenced the 98.5% of Season Ticket holders who had renewed this summer. KL was not surprised. Fans would sell their grannies to be in for the first season in the new ground
- KL was confident the ground would be full for the foreseeable future, but filled with who was the question. There was the increasing chance it would not be the traditional fans. KL felt it was very important to retain the fan base and heritage of THFC, and some of those fans were being and had been priced out
- The Club noted the Trust’s position
2.5 RM asked about catering plans, following on her work with Levy Restaurants (no relation)
- What would be the prices in the new ground?
- DL described these as being ‘competitive’ and ‘dynamic’. He was aware the Club would need to be smart to encourage fans to arrive early and stay later
- PH referenced the set-up at Brighton and how well leaving their bars open worked on final whistle
- SB was keen not to start pricing high, but to use dynamic pricing in a way the fans would appreciate
- SB was ready to accept the Club would get some things wrong but they would also get some things right, and they expected fans to tell them
- RM referenced the feedback group established to respond regularly to online surveys around the catering experience in the new stadium
- SB welcomed this initiative and thought a focus group would be an incredibly positive move
2.6 MG asked for an update on the residential and ancillary parts of the project
- DL confirmed there was nothing yet. The works for the basement of the Hotel had been funded but they were open-minded as to how to approach next steps. The residential building on Park Lane is long term
- DL clarified that all ancillary projects were on track and that the stadium delays were not affecting those
- PH asked for an update on the Goods Yard. DL said that the planning application had gone to appeal in June
2.7 Discussion now turned to the NFL
- PH referenced Shahid Khan’s potential purchase of Wembley Stadium and whether that would impact on THFC’s plans for the NFL
- DL said it wouldn’t but he was against the sale of Wembley regardless
- DL felt any London franchise was a long way off but the NFL still had the International Series so there was ample opportunity for Spurs
- DL wanted to point out that the second pitch wasn’t solely an NFL pitch. It was a multi-purpose pitch that was suitable for NFL
- PH asked for plans around the NFL tailgate events
- DMC clarified that Haringey Council was in discussions around the use of its parks. The NFL would provide legacy items such as improved access, improved fencing, improved lighting etc.
2.8 MG asked for an update on Naming Rights
- DL clarified that was still under discussion
- KL asked about sleeve sponsorship
- DL explained that any sleeve sponsorship may compromise the value of the naming rights deal, so the naming rights would come first
2.9 KL and MC shared feedback on the new website, which several members had reported difficulties navigating
- DMC explained the # navigation and how the website was next generation
- KL worried that some of our fan base weren’t this generation yet!
- A few improvements were suggested, including a simpler and quicker link to ‘My Account’
- DMC agreed to have suggestions explored. Action: DMC
- DMC said the Club was moving towards more personal communications with fans now, more email etc.
- KL explained that the Trust had been contacted by fans who had missed away ticket deadlines as a result of being unfamiliar with the website. Would it be possible to send emails informing fans when away windows had opened?
- IM agreed to explore this but JW warned of unopened emails causing hard bounces in the mailing platform, leading to mails being blocked. Action: IM
- DMC said that the Club was fine tuning the new app at the moment with the aim to launch in time for the first test event. THST offered to assist in a Beta test of the app. DMC to advise. Action: DMC
3. Wembley
3.1 PH asked about the cap on maximum capacity events at Wembley. Fans are aware the Club applied for an extension from Brent Council last season but had not done so so far this season and that the cap was set at 22 for sporting events each year. Looking at the calendar, that would not leave sufficient slots for many more Spurs games at full capacity
- DMC said the Club was in discussions with the FA and with Brent Council on a contingency basis
- KL asked how it was possible to leave ST holders in Level 5 and open Levels 1 and 2, as happened for Cardiff City, if the lower cap was 51,000
- DL explained the number of people inside the stadium needs to be under 51,000 but there are no restrictions as to where those people sit
3.2 MC asked for an update on the Premier League position on playing out of more than one home ground in one season
- DL responded that the Premier League was being very supportive. No other Clubs had expressed concerns
3.3 MC asked for provisional plans for Round 5 of the EFL Cup, should Spurs progress past West Ham
- DL and SB preferred to wait before committing
- KL suggested Stadium MK, with a capacity of 27,500, would potentially be too small for the fifth round of a cup considering we have 50,000 Season Ticket holders. Our de facto home, Wembley, would be available on potential fifth round dates
3.4 KL asked JB whether Spurs had been informed of Wembley’s new “no bag” policy and if so, if this might be introduced at Spurs matches
- JB responded that the Club was aware of the policy but not of an introduction date as yet. THFC would be supportive of the policy of our landlords
- JB referenced the system in place for dropping off bags for the NFL matches and how well that worked at Wembley
- There followed a discussion around current security considerations, which was acknowledged by all parties. However, KL felt Clubs and stadium operators needed to recognise that fans would be carrying laptops and iPads for evening games, which was also a reflection of the day and age in which we lived. It was not desirable to have to drop those off away from Wembley, pay £10 for the privilege and have to queue at the end of the match to retrieve them before joining another queue at Wembley Park tube. The customer journey needed to be as smooth, and as cheap, as possible
- JB explained how THFC is in discussions with local schools regarding bag drop facilities for the new stadium. THFC will allow small handbags in the ground but not rucksacks or holdalls. Each member has been provided with a transparent bag-for-life to use should they need to bring a bag into the stadium
- KL asked for consideration to be given to the cost of the bag drops at Spurs
- KL felt that no fan would bring a bag unnecessarily into a stadium as it was a hassle. MC said an increasing number of fans had to carry laptops to keep the jobs they needed to afford to get into the stadium in the first place
- DMC said thought would be given to circumstances around evening games
4. Transport for the new stadium
4.1 PH commented that the residents and local businesses Blue Book was impressive and congratulated THFC on a thorough job
- DMC said she would pass on THST’s thanks to those involved in producing the book. Action: DMC
4.2 Regarding match day travel, PH shared concerns sent to the Trust by fans with accessibility issues over the allocation of disabled parking spaces in the basement of the new stadium
- It was clarified that the parking provision for disabled fans in the new ground was far superior to that at White Hart Lane. Bays were historically allocated on a first come first served basis, which was felt to have merit by the Club for future seasons
- PH shared concerns around the impact of road closures up to 2 hours ahead of games on disabled fans using the basement car park, as they would need to be at the stadium in advance of those closures
4.3 MB queried access to the North and South podiums, which appeared to be accessible by stairs only. This would cause issues for not only disabled fans but those less able to climb stairs
- JB clarified that there were lifts in all cores right the way through to level 9 for all fans to use
- JW to add information on the external lifts onto AskSpurs. Action: JW
4.4 JW felt that the shuttle system for wheelchair users would also be vastly improved, including shuttle buses from Tottenham Hale
- KL reiterated THST’s request for the shuttle buses from Tottenham Hale to transport General Admission fans as well as Premium fans. She reported several instances of regular drivers contacting the Trust unhappy at the road and parking restrictions in place and hoped the offer of a shuttle service from a Victoria Line tube station, in addition to those from Alexandra Palace and Wood Green, may dissuade some from driving
- JW said they would monitor volume of Premium take up from Tottenham Hale and then reassess. Action: JW
- RM felt this service would be especially useful for anyone temporarily unable to walk distances (broken legs, operations etc.)
4.5 PH asked for an update on the redevelopment of White Hart Lane, Northumberland Park and Tottenham Hale stations
- DMC explained there was no fixed dates for completion. Tended to say ‘by Spring 2019’, for example, but whilst some stations may not be fully fitted out, all stations are operationally ready for the stadium opening
- JW referenced the improved rolling stock on the overground line, which would hold 1400 people as opposed to the current 800
4.6 PH asked when the Blue Book/Fan Guide for fans would be ready
- DMC said it was written and, whilst lengthy, would be the A to Z of the new stadium for fans
- DMC to share the copy with THST ahead of publication for proofing. Action: DMC
5. Ticketing
5.1 With regards to Season Ticket pricing for the new stadium, KL felt THST had made its position clear, however, wanted to go on record requesting a further discussion ahead of any pricing decisions for 2019-2020. Action: All
- KL asked for reassurance that the increased cost incurred by the stadium delay would not translate into increased ticket prices
- The Club said it was not practical to discuss that at this stage
5.2 KL asked when match day pricing would be confirmed. Had this not been registered with the Premier League in June, as required by the PL rulebook? IM clarified the Season Ticket pricing had been registered with the Premier League, however, the PL had accepted the Wembley match day pricing as the new stadium had not yet opened
- IM confirmed match day pricing would be announced along with the opening of ticket sales for the first game in the new stadium. Action: IM
- KL was aware match day pricing was very sensitive. It needed to be accessible, but it also could not be significantly less than a Season Ticket holder equivalent
- KL explained that without match day pricing, Season Ticket holders had no idea whether their ST represented value or not. A Season Ticket either represented the sum of 6 x category A games, 6 x category B games and 7 x category C games plus a little extra for guaranteeing your seat for each league match OR it represented the sum of the 19 games less a discount for loyalty and paying up front. The Club had never articulated which one it favoured and without match day pricing, the cost of Season Tickets was nebulous
- IM understood the case made
- KL asked for a future discussion about making Category C games more accessible for match day sales. It was important to give those less fortunate the opportunity to watch their team, too. Action: All
5.3 KL raised the subject of the metric for refunding matches played at Wembley
- There was an issue with using two different metrics which was causing discrepancies between the amount being refunded and the amount being charged for games, especially Cat A games
- KL thanked the Club for reducing the price of the Man City match to Cat B for Season Ticket holders as that had gone some way to relieving the frustration felt with Liverpool purchases
- KL understood that when the metric of 1/19th refund and last season’s match day pricing had been agreed, the Club had thought this was for the Fulham match only
- KL asked that, should games continue to be played at Wembley, that metric be revisited as she felt it wasn’t sustainable in the longer term. Some Season Ticket holders were effectively paying more for the same seat as last season in a ground they did not think they would be sitting in
- IM acknowledged this and clarified that the metric had been in place for the Fulham match originally. He understood the issue and agreed to revisit should this be necessary longer term. Action: IM
- IM also pointed to the change in refund mechanism from a credit to be used against that specific match, or against a future ST purchase, into a refund into your bank account
- KL thought that was down to Ticketmaster’s inability to attach the credit to an account rather than a seat, meaning once a ST holder choose to move elsewhere in the stadium the credit vanished
- IM said there were technical issues but the Club also felt it was wrong to hold onto fans’ money and wanted to offer a straight refund to Season Ticket holders
5.4 On the subject of refunds, KL referred to the numerous complaints over the length of time it was taking for BACS refunds to drop into bank accounts
- IM clarified that Ticketmaster co-ordinated the BACS process and that runs had been done every week around on sale dates and at least twice a month at other times
- KL explained not knowing when the BACS runs were was the issue
- JW said that the schedule is published on AskSpurs and is at the bottom of every ticketing email sent out by the Club
- KL asked for that link to be more widely shared as she had countless questions on this on social media and that link would have been highly useful
- JW to provide the link to the schedule of BACS payments. Action JW
5.5 Talking of Ticketmaster, MC asked if IM understood the issues with them from the fans’ point of view. There were problems with booking fees, admin fees, technical system errors, all of which caused significant discontent
- IM acknowledged that some fans had experienced issues on occasion with Ticketmaster and that the Club continually works with TM to improve functionality and performance. IM also noted that there was no other ticketing company that could have delivered what had been asked of them over the past few months
- MC said the issues were not just this season
- IM said that there had not been a ‘normal’ season at Spurs for some time as regards ticketing
- IM also stated the issues experienced by Spurs fans were common to all platforms working across football
5.6 KL shared the view of 81% of fans who’d completed the Trust’s annual survey who’d wanted a group stage pack for Champions League games
- KL asked how it was possible to offer a reduced group stage pack to Premium members but not General Admission ones
- KL acknowledged the concept of the packs was to go on sale before the draw was made and that the uncertainty over venue/s made it difficult to offer the pack this summer but the fact was fans who’d already paid top dollar for their Season Tickets in the new stadium were now being asked to pay up to 50% more for those 3 games than last season
- KL reiterated THST’s position on Category A pricing at the group stage of the competition. Last season, that had been cushioned somewhat by the group pack offer whereas this season, every fan was expected to pay top price for Barcelona. Pricing PSV and Inter at Category B was looking like a gamble given the first two results in the competition, too
- IM explained that it had been impossible to offer the group stage pack before the draw was made from a time perspective
- IM also explained that the Premium offering was possible because that was going out to far smaller numbers of fans and the package offered was limited compared to offering to all GA Season Ticket holders and One Hotspur members
- KL asked that the reintroduction of the group stage packs for European competition be added to the list for discussion ahead of next season. Action: All
5.7 KL flagged the expense front-loading the season with away games was causing fans who attended most matches at present, with over £300 coming out of bank accounts over the current two week period. It was a struggle for many and it was felt this wasn’t sustainable in the long run
- IM explained that the money for Barcelona away would not be debited until November in recognition of this issue
- KL asked that be communicated to fans as quickly as possible
- IM said the cut off would be announced in the next few days and this would be part of the communications. Action: IM
5.8 There was a discussion around the ticketing arrangements for PSV Eindhoven away, given security concerns. JW to pick up with THST around further comms ahead of the match. Action: JW
- IM shared how positively the ‘collect ticket in resort’ option had been received by some fans
5.9 KL referred to the THST ‘Wish List’ shared with the Club around compensation for the inconvenience of this season for fans, which included frozen ST prices for next season at a minimum, the reintroduction of the two cup credits, commitment to accessible pricing for domestic cup games for the rest of this season, a commitment to reduce the cost of tickets once the stadium debt has been paid off, goodwill gestures of attendance points and match day retail discounts, reviewing the refund metric and mechanism for future games at Wembley, commitment to a UEFA group stage pack next season, free stadium tours back in N17 etc.
- DMC acknowledged the Club was aware of the Trust’s view
- KL asked when the points would be added on for attendance at Fulham, Liverpool and Cardiff
- IM confirmed in the next 48 hours, if not already done. Action: IM
- IM was aware members points were missing as well and assured those would be added prior to the cut off for the League Cup, which would go to members. Action: IM
5.10 KL asked IM to explain the rationale for not including the points awarded for joining the automatic cup scheme in away match cut offs. When would they be included?
- IM explained that when the cup scheme opened, it was thought all cup games would be held at the new stadium. During the registration window, it was announced the UCL games and the League Cup Third Round would not be at the new stadium. This deterred many from signing up for the scheme. So, a decision was made that until the first cup game is announced in the new stadium, any additional ticketing points won’t be included in calculations. When the first cup game is known, the scheme will open for registration again and from that point onwards, those points will count towards calculations for away games and showpiece games etc. The Club will be really clear as to which games from then onwards the additional points will count for. Moving the goalposts now would create more confusion, so it was agreed keeping to the current process was preferable. Action: IM
5.11 KL asked for more information around Ticket exchange and Ticket Share
- IM said the copy was ready but had been put on hold until we move into the new stadium
- IM was happy to send the copy over to THST now, however. Action: IM
5.12 MC referenced Football Supporters Europe’s UEFA ticket pricing campaign
- THST had asked for a conversation with THFC ahead of the pricing of Barcelona away, which hadn’t happened
- JW felt the FSE campaign was for occasions when prices had been inflated for specific European matches, whereas Barcelona was in line with their normal match day pricing so there hadn’t been any inflation on that occasion
- DMC appreciated that the Trust would like the Club to push back in instances where ticket prices for visiting Spurs fans were out of kilter with the host’s normal pricing and agreed to speak with THST should that happen in future. Action: DMC
- DMC said this had been discussed earlier today and that the Club was committed to constantly reviewing their loyalty point system and how it operates
- IM felt there had been an anomaly regarding the individuals upgrading to Premium and that there would not be such an influx in future seasons now the initial tickets had been sold
- MC asked what the policy for issuing away tickets to premium members was. No one present from the Club Board knew the final details. It was agreed to review. Action: IM/ DMC
- KL reiterated the need for one point of contact for all of ticketing – one holistic view, which was not available at present. IM was that point of contact for GA but Premium was overseen by sales staff and account managers
5.14 IM and JW agreed to answer the outstanding ticketing questions, provided as an addendum, in the next few days. Action: IM/ JW
6. Membership
6.1 KL relayed questions that had been sent to the Trust questioning the value of their One Hotspur Memberships
- It was agreed membership will be needed for match day tickets in the new ground given the capacity compared to Wembley
- DMC shared that there are currently 162k members, including Season Ticket holders, at present with a proportion of those based overseas. This was larger now than ever
6.2 RM enquired as to why some of the membership fee refunds had taken so long to process when fans upgraded to Season Tickets this summer
- IM explained this was down to a unique set of circumstances, where the membership purchase and the ST purchase were made on two separate databases which did not talk to each other. Matters were especially complicated for those who paid for their membership by direct debit. IM acknowledged this took too long and that communication could have been better
6.3 RM asked why the despatch of the Season Ticket gift packs was taking so long
- IM explained the Club wanted to include the access cards with the packs
- As they had effectively sold 50,000 seats off plan, IM wanted to be sure every seat sold physically existed against the inventory before sending out the access cards
- Once that process was completed, Ticketmaster had to export the data to Fourth Wall who had to print off the cards
- This could only be done when Wembley tickets were not being printed off
- Each access card now has a sticker on it explaining it is not for use at Wembley
- Season Ticket holders will be receiving emails with despatch details later this week
7. Policing and Safety
7.1 MC said after writing to Haringey twice, there had been no response regarding THST reconnecting with Haringey SAG
- EW explained that, whilst informal SAG discussions were taking place, there had been no formal SAG meetings but that Bob McIver was very happy for THST to take its place on the group again once those meetings recommenced
- EW to ensure MC is aware of Haringey SAG meeting dates when available. Action: EW
- The relationship between THFC and Haringey SAG was considered a very positive one by JB and all concerned
7.2 MC flagged the creation of the new Metropolitan Police Independent Advisory Group, established with the help of Amanda Jacks of the Football Supporters Federation
- THST will be represented on the group
- MC to share the Terms of Reference with EW and JB. Action: MC
7.3 KL referenced complaints following Liverpool and Barcelona at Wembley of away fans in home areas (and pyrotechnics at Liverpool)
- EW asked to be kept informed from now on around such incidents
- JW to check for response to pyro at Liverpool. Action: JW
7.4 KL referenced fan complaints around the general experience of Wembley this season: reduced catering outlets in Club Wembley, increased food and beverage prices, no Spurs merchandise discount days so far this season
- JW to follow up on catering comments with WNSL and Delaware North. Action: JW
- DMC said fans should still be getting a good experience considering the Club is paying for all services at Wembley and agreed to look into concerns. Action: DMC
8. Transfer Policy
8.1 With reference to the summer transfer window just gone, AB stated that the common perception was that we did not need to make wholesale changes to the squad but that we would bring some people in. The fact we had not caused some concern
- Do the funds still exist? What should we expect in the January window?
- DL explained that the Club had based the summer window on certain assumptions that some players might be leaving and certain targets would be available
- MP didn’t want to sign someone for the sake of it. He felt there were sufficient players in the squad, and that those coming back from injury would be like new signings
- DL said that, concerning budgets, the stadium won’t directly impact on the transfer policy. There is a certain amount earmarked for transfers and the Club can only spend what is available
- DL also said that transfers were complicated with several variables so it was not possible to work out in advance how much you could spend in a given window
8.2 MG asked if DL was happy with the performance of the Academy
- DL said it was important to look at this across more than one season and that, on the whole, he was very pleased
- DL stated a huge amount had been spent on the Academy and that THFC’s strategy was different to other Clubs because it had to be. We had to take a different approach in the transfer market in order to compete with other top teams
8.3 MC felt that Spurs fans liked to see players being coached rather than solely bought, and that was one reason why MP was so well liked by the fan base. However, MP had made comment around ‘getting business done early’, and that hadn’t happened. There had also been no window wrap from the Club despite it becoming the first Club ever to sign no one in the summer window in the Premier League era. Fans were not expecting a lot of signings, but would appreciate clarification of the general transfer strategy. This was why the Trust wrote the open letter to the Club when the window had closed
- SF explained that MP had covered all of the questions raised in THST’s letter in a press conference and that there was nothing more to add
- KL explained that fans expected a comment from DL and the Board, not from MP in a press conference; a medium many fans do not engage with on a regular basis
- The Club's position was that window wraps had predominately featured only the manager previously. MP preferred to express his views through the questions raised at his press conferences
8.4 AB asked for an update on the scouting network after Paul Mitchell’s departure
- DL clarified that Steve Hitchin has taken over and that he works very closely with MP
8.5 DL felt that a bit of luck was needed in the transfer window
- Spending big did not guarantee success
- DL said the Club could not do more than it was doing, that they had come a long way and that they needed to be mindful not to stretch themselves too far sometimes
9. AOB
9.1 AB enquired about Mascot charges, following an article published recently in a national paper comparing the prices charged by all Premier League clubs
- IM explained prices varied dependent on match categorisation and at least half were free places for Junior Members, who applied to be a mascot. KL asked whether it was possible to revisit the number of free mascots per match
- IM agreed to take a look at that possibility. Action: IM
9.2 RM extended thanks to the Club for the limited edition Cycling Jerseys produced by the Trust using the Club’s IP
- Would there be an appetite to produce more? Or offer as official Club merchandising?
- DMC said there had been interest as Lord Sugar is a keen cyclist and has encouraged production in the past
- The concern was selling the minimum order of 1500 units. It was felt this was a niche product
9.3 PH referenced the Antwerp Arms, a community pub in which the Club has shares
- The pub has lost £29,000 whilst the team has been playing away from N17. It is not just the money but also physically getting bodies into the pub that was an issue. Was there anything the Club could do to help?
- DMC thought maybe she could move a Quiz due to be held at the Club to the pub
- DMC to follow up with PH and the Antwerp Arms on this possibility. Action: DMC/ PH
9.4 KL referred to a question in the members pack asking for reassurance that the Board wouldn’t sanction Spurs playing either a home or away league game abroad in the future, in light of La Liga’s decision to move a match to the USA
- DMC said that would be a decision for the Premier League and, as always, the devil would be in the detail
- MC referenced contact from overseas supporters clubs registering objections to English Premier League games being played abroad. DMC noted that
9.5 KL referred to a question in the members pack asking for the Club to lobby the FA to lobby UEFA/ FIFA against the September international break, feeling it came too soon into the season and too soon after tournaments had finished
- JW and SF said this was down to the international calendar and that MP had recently made public comment on that, feeling it was too gruelling and there were too many matches
9.6 KL referred to a question in the members pack asking for female representation in match day entertainment
- DMC reassured that the Club was an equal opportunity employer and as soon as there was a vacancy, women would - of course - be considered
ACTION POINTS
1.1 Closure of WHL ticket office: MG to compile THST response and share with JW ahead of submitting to the TfL consultation
1.2 KL to promote AskSpurs more widely via Trust channels
2.9 DMC to speak with digital team re: website improvements
2.9 IM to arrange for emails to be sent notifying ST holders/ members of the opening of away application windows
2.9 DMC to notify THST when help needed BETA testing the new app
4.1 DMC to extend THST’s thanks and congratulations on the residents and local business Blue Book to relevant colleagues
4.3 JW to add information on external lifts in the new stadium to AskSpurs
4.4 JW to monitor take up of shuttle buses from Tottenham Hale with a view to opening up to GA fans
4.6 DMC to share copy for Blue Book/Fan Guide with THST
5.1 Future discussion on Season Ticket pricing for 2019-2020 - All
5.2 IM to release match day pricing for 2018-2019 season once stadium opening match is confirmed
5.2 Future discussion on match day pricing of Category C games - All
5.3 IM to review the refund metric for future league games at Wembley
5.4 JW to provide KL with a link to the BACS schedule on AskSpurs - https://i.tottenhamhotspur.com/hc/en-us/articles/360000429185
5.6 Future discussion on reintroducing European group stage packs for next season - All
5.7 IM to include Barcelona payment date in further communications on that match
5.8 JW to liaise with MC/ KL around comms for PSV Eindhoven away
5.9 IM to ensure Wembley attendance points and members points be added onto all accounts in the next 48 hours
5.10 IM to clearly articulate when the ticketing points for the automatic cup scheme will start to count in points calculations, and when the registration window for the cup scheme re-opens
5.11 IM to share copy on Ticket Exchange and Ticket Share with THST
5.12 DMC to speak with THST on instances where pricing for Spurs fans at UEFA away matches are higher than normal host pricing, in line with the FSE campaign
5.13 DMC/ IM to clarify the process for allocating away tickets to Premium members
5.14 IM/ JW to answer outstanding THST ticketing queries in the coming days
7.1 EW to keep MC informed as to dates for formal Haringey SAG meetings
7.2 MC to provide JB and EW with the Terms of Reference for the Metropolitan Police IAG
7.3 JW to respond to KL re: pyrotechnic at the Liverpool match
7.4 JW to follow up with Delaware North regarding match day tariff at Wembley and reduced number of catering outlets this season
7.4 DMC to look into Wembley concerns further
9.1 IM to explore possibility of offering more free mascot places per match
9.2 PH to liaise with DMC re: orders for cycling jerseys
9.3 PH to liaise with DMC re: Quiz at the Antwerp Arms
The meeting closed at 8.45pm
DL and SB left the meeting at 20:00 and were not present for items 5.6, 5.7, 5.8, 5.9, 5.10, 5.11, 5.12, 5.13, 5.14, 6.1, 6.2, 6.3, 7.1, 7.2, 7.3, 7.4, 9.1, 9.2, 9.3, 9.4, 9.5 and 9.6.
The next meeting to be scheduled for February 2019.
| outstanding_ticketing_questions_-_9_october_2018.pdf |
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