Planning for Arsenal away
Club sanctions and banning policy
Ticketing issues at Newcastle, Aston Villa and Inter Milan
Ticketing: Champions League, Exchange and away breakdowns
European Finals proposal: #FortheFans
Catering survey for August
Club Y Word survey
Club flag policy
On the Ball campaign
Thomas Cook Sport
Business and Community Liaison Group meeting
- Tottenham Foodbank – 14 September 2019
- THST Q3 Board meeting – 2 September 2019
- Upcoming Trust Members’ Event – 16 October 2019
- PCUK London to Amsterdam 2020 bike ride
- The Spurs Show
- Wingate and Finchley FC
- Zeelo coach travel
- Big Green bus coach travel
- One Hotspur moments
1. Planning for Arsenal away
This weekend sees the first NLD of the season, away at the Emirates. As is usual before high profile, Category C IR matches, members of the Trust Board spoke with the Metropolitan Police, both Clubs and our equivalents at Arsenal for a planning session in the run up to the match. This is standard practice to enable us to understand the policing approach and any specific plans for managing our fans on the day. We’ve posted headlines on our website. Please take a read if you are going to the match.
2. Club sanctions and banning policy
For several years now, THST has been lobbying THFC for more transparency and clarity around their banning policy, around the sanctions imposed on fans who have committed offences or broken Club terms and conditions and the subsequent appeals procedure. With the move into our new, bigger stadium, and with over 60,000 fans regularly attending matches, it’s even more important there are clear policies in this area. We’ve been working with the Club to develop and refine a set of policies that provides clarity and accountability, along with a robust and fair appeals process. And we’re grateful to the FSA for their help and advice.
Unfortunately, it has taken far longer than we would have liked for these policies to be finalised, particularly as there are a growing number of incidents that could and should be avoided happening at home games. We will continue to pursue this work and hope something is put in place before long. Keep an eye on our website.
The ticketing department has also published their policy on touting and ticket resale. This can be read on the Club’s website. We’re pleased the Club has been clear on the subject of resale, particularly of away tickets. However, we have asked for the Appeals procedure to be aligned with that for behavioural offences and for the Appeals panel to be comprised of more than solely Club staff. We’re awaiting further communication on this as we go to print.
As always, the Trust is happy to help facilitate any case where a fan feels there has been a miscarriage of justice or where they have been incorrectly accused of an offence. Any fan requiring our assistance should contact us on info@THSTOfficial.com. They are also welcome to contact the Director of Casework at the FSA, Amanda Jacks email@example.com and, as a last resort, the Independent Football Ombudsman.
3. Ticketing issues at Newcastle, Aston Villa and Inter Milan
The opening league game of the season against Aston Villa was marred by numerous issues with access cards and bar codes failing to scan at podium checks and turnstiles. This followed a smaller scale issue at the pre-season friendly v Inter Milan the previous weekend. THST was contacted by a large number of fans who’d experienced issues with their tickets and had spent upwards of one hour in a queue at the ticket office, many missing kick-off as a result. The Club acknowledged there had been serious issues in an email sent to those affected the following day. However, no blanket compensation has been offered for what was essentially a failure of Club technology.
THST has asked that the Club offer a gesture of good will to those who missed a portion of the match as a result of the technical fault, and asked for a full review of this incident to minimise the chances of a repeat in future.
It was also apparent that the management on the ground was lacking, with no communication given to those queueing at the ticket office and no moves to speed up the process. Supporter services has undertaken to ensure there is better communication to staff when there are issues such as this in future and for the Fanbassadors to be instantly redeployed to wherever they are needed. They have also undertaken to meet with the Club’s safety team to discuss contingency plans in more detail.
We appreciate that errors do occur and mistakes do happen but we are looking for assurances that lessons have been learned not only around the technical ticketing glitch, but around the on-the-spot situation management and around the after-care of those affected.
It was concerning that there were also issues at the Newcastle game, the third game running there had been entry problems, but this technology failure was speedily rectified, and we did see some of the promised measures brought into play. We continue to seek assurances that fans can enter their stadium efficiently.
4. Ticketing: Champions League, Exchange and away breakdowns
Ahead of the Champions League draw yesterday, the Club informed THST that it wouldn’t be offering a group stage multi-game ticket pack this season; a move which is extremely disappointing to not just the Trust Board but also to the 86% of fans who expressed backing for the pack in our recent Fan Survey.
We made our thoughts on the decision clear in our comment piece on 13 August, which can be read here. With our opponents now known, we imagine the Club may be reflecting on the wisdom of its decision.
We’ll continue to lobby for the reintroduction of the European group stage pack next season and for the reinstating of the two home cup credits into the season ticket package, should this not be forthcoming. As always, fans wishing to make their thoughts known to the Club should email them directly on firstname.lastname@example.org. It helps for the Club to hear different voices, as well as ours, on issues of significance to match-going fans.
On a more positive ticketing note, we were pleased to see that the Club had taken on board our request from our June meeting to open up the Ticket Exchange to non-members a few days out from a league game, starting with the Newcastle United match. Previous matches had seen a number of tickets fail to sell on the Exchange, simultaneously leaving Season Ticket holders out of pocket and denying members and ST holders a chance to buy more tickets for friends and relatives. By opening up the Exchange to general sale 48-72 hours ahead of a match, this gives both the sellers and buyers a better opportunity to either recoup the cost of their ticket or to acquire tickets, and at a stage late enough in the process not to detract from One Hotspur membership benefits. A positive move.
Finally, we have been lobbying for the Club to publish a full breakdown of tickets allocated for away matches for some time now. We were buoyed by the positive reaction to the Club providing these figures for the Champions League Final and had hoped that would provide the evidence needed to reassure the Club that publishing breakdowns of broadly where the tickets went per away match would be not only valuable to fans, but also best practice. The Club has decided against providing this information at present; a decision we find short sighted as we are sure the Club has nothing to hide but, naturally, declining to publish this information will result in people assuming the opposite.
For the record, the average away Premier League allocation is 3,000 tickets. Premium ST holders take 13-14% of those tickets, so that’s c 400 tickets. Staff, player, sponsor and partners take c 150-200 tickets with the rest allocated to General Admission Season Ticket holders in ticketing point order.
The Club tightening up those figures per game would also remove the social media frenzy after each ticketing points cut off is announced, which would be a very welcome move in our book!
5. European Finals proposal: #FortheFans
To coincide with the UEFA European competition group stage draws in Monaco on 29 August, THST once again joined forces with fan groups of last season’s finalists, Arsenal Supporters’ Trust, Chelsea Supporters’ Trust and Liverpool’s Spirit of Shankly, to revisit our #FortheFans campaign, calling on UEFA to take action on the management of the Champions League and Europa League finals. As a reminder, the fan groups launched a six-point plan around allocation, capacity, affordability, accessibility, infrastructure and equality in June in a motion which was adopted by Football Supporters Europe. Those points can be read in full here.
We now call on UEFA to strengthen its dialogue with fans and to engage with recognised groups to discuss the proposals put forward. We’ll keep you posted.
6. Catering survey for August
Thank you to everyone who has completed the regular Trust catering surveys since we moved back home. This month’s is out now so it’s not too late to have your say on the provision for our opening home games of the season.
We have had huge responses to previous surveys and the very detailed feedback you have provided means that we are able to attend meetings with the Club’s catering team armed with very powerful and useful information. This is largely welcomed by the Club and used to inform future priorities.
It’s clear that the vision of providing a wide range of food and drink to meet all needs and to compete and complement the provision on the high street has been largely met. Compared with most stadia, our provision is amazing. However, the demand has been bigger than anyone could have anticipated and managing the sheer scale remains a challenge in some areas of the stadium.
The Inter Milan match caused considerable anxiety because of a hike in prices, despite promises to us that they would remain broadly the same for the coming season. Fortunately this was an exception due to it being an International Champions Cup game and, as we saw at the Aston Villa and Newcastle games, the price pledge has indeed been kept.
Most queries we pass on to the catering team relate to availability of different options in different points around the stadium – for example hot drinks in some areas of the East Stand, healthy options away from the Market Place and, of course, the less than successful start to the 1882 provision.
At our meetings with the catering team, we find everyone to be genuinely open to feedback and honest in holding their hands up when things aren’t good enough. However, it’s important to also acknowledge the excellent work that has taken place. In particular, we are absolutely delighted that we were listened to and that the humble but much loved potato chip can now be purchased on its own, without the need for accompanying burger or fish!
As well as urging the Club to provide healthy food in more areas around the stadium, retain the gluten free options it served last season and to accelerate its single use plastics policy, we will be trying to get a better understanding of how to access other stadium areas before and after the game. We’ll update again next month.
7. Club ‘Y-Word’ survey
At the start of the month, the Club issued a survey as part of a consultation process on the use of what it terms ‘The Y-Word’ at Spurs matches. We were asked not to comment when the survey was live, for fear of prejudicing any results. The survey closed on 18 August and so we wanted to take the opportunity to explain our position on this incredibly sensitive issue, and on the Club consultation process now the survey has closed.
THST recognises the sensitivities of this debate, and our position has always been that we would help facilitate any credible and constructive conversation on the issue. We did not feel, however, that the survey was worded neutrally, with many leading questions: a point we made robustly to the Club.
We fully understand the debate about anti-Semitism is particularly pronounced at the moment. Therefore, it is essential that any discussion on ‘The Y-Word’ is conducted sensitively and in a balanced and credible fashion. Anything that risks further entrenching positions or clouding the issue must be avoided. Unfortunately, we see the Club survey as doing precisely this.
We have asked for reassurances around how any findings will be progressed and implemented, and are awaiting a response from the Club on this. Clearly, we are keen to be involved in future discussions.
8. Club flag policy
Following reports from fans around the removal of an Israeli flag from the stands at the Aston Villa home match, we followed up with the Club to ascertain what exactly constituted their official flag policy. After several back and forths, it was clear there wasn’t an official policy, so we pushed for one to be drawn up as a priority and for the position on national flags to be especially clear. As we went to press, we were still awaiting confirmation of what any policy might be. Once we get that information, we will publicise it and make appropriate comment.
9. On the Ball campaign – update
As reported in last month’s THST News, we were contacted about the On the Ball campaign back in September 2018: a campaign which has gained widespread media and club attention working to get free period products in female bathrooms at football grounds. The campaign already has support from 29 clubs including Fulham, Brighton, Barnsley, Dulwich Hamlet and Huddersfield and has featured in the Guardian, Independent and on Sky News. They wanted our help getting Spurs to support the campaign at the new stadium.
We’ve had another update from Supporter Services and the stock has now arrived, along with the product holders. The Club is hopeful of being able to trial this at the Crystal Palace home game on 14 September, if not before.
10. Thomas Cook Sport update
Following on from our report in July’s newsletter, we understand that Thomas Cook Sport has been awarded the contract for domestic travel for the coming season. We’re awaiting clarification of what that means for international travel and whether TCS has been awarded ‘official travel partner’ status, after having direct discussions on the subject with the Club.
11. Business & Community Liaison Group meeting – 20 August
August’s B&CLG meeting was attended by Pete Haine on behalf of THST. As referenced last month, the NFL UK gave a presentation on their plans for the two upcoming games at White Hart Lane: Chicago Bears v Oakland Raiders on 6 October and Carolina Panthers v Tampa Bay Buccaneers on 13 October.
A Welcome Zone will be set up along the High Road, necessitating road closures which will be in operation for a longer period than for football matches, and the CPZ will be in place. It’s expected that half of the ticket holders will arrive by underground to Seven Sisters and walk up the High Road. A bag buffer zone around the stadium will be in place (NFL have their own heightened security protocols). Underground parking at the stadium will not be allowed.
Local residents will be leafleted with details of the difference to event days for NFL in due course.
Following the issue of wet spots surrounding the stadium referenced in last month’s newsletter, urinals have now been installed in various locations in the vicinity of the ground. It was reported that, owing to the demand for temporary toilets during the summer festival season, open urinals were the only option available.
- TOTTENHAM FOODBANK – 14 SEPTEMBER
On Saturday 14 September 2019 between 11.30am and 3pm, the day of our game against Crystal Palace, they will be hosting a Food Donation Drive outside Tottenham Town Hall, a short walk from Seven Sisters Station.
If you are passing, why not pop into a local shop, buy one (or more) of the items listed and make a donation? Shopping wish-list is as follows: Cereal, Soup, Pasta, Rice, Tinned Tomatoes/Pasta sauce, Lentils, beans, pulses, Tinned meat, Tinned vegetables, Tea/coffee, Tinned Fruit, Toiletries/Sanitary products.
For more information, please contact Crutch Haringey at www.crutchharingey.com or on Twitter @CrutchHaringey and Crutch Haringey on Facebook.
Thank you very much in advance for your support. While we are pleased to publicise this initiative, the fact that any foodbank is needed in 2019 is not something we see as a positive.
- THST Q3 BOARD MEETING – 2 SEPTEMBER
- UPCOMING TRUST MEMBERS’ EVENT – 16 OCTOBER
In this meeting, we’ll be covering the key topics affecting fans both at home and on the continent, including the European Super League proposals, the latest on safe standing, European price cap, broadcast scheduling and VAR. There’ll be ample opportunity to ask questions!
You can book your place via Eventbrite from Monday 2 September.
- PCUK LONDON TO AMSTERDAM 2020 BIKE RIDE
First then, our fundraising. 2019 has seen our record year to date. The total raised, £36,260 surpasses the previous best and brings our four-year total to just under £112,000. Further, the Trust’s End of Season BBQ in support of PCUK was the best yet and boosted the COYS fund by £2,750. A massive heartfelt thanks to all Trust members and friends for your support.
Now to 2020. Are you already a bit of a cyclist? Perhaps you cycle to work, or to Spurs. Perhaps you are looking for a way to increase your fitness and realise cycling would be a good way to go. Then there are two more reasons you might want to join us.
First of all, there’s the cause. Prostate Cancer will affect 1 in 8 men at some point; in the course of a football match two men will die from the disease. It is the third highest killer amongst all forms of cancer. One way or another it touches so many lives, directly or indirectly. To add funds to PCUK’s research into early detection is the way to bring this figure down.
Oh yes, and secondly there’s the fun. You might question whether cycling 150 miles in two days is for you. Well, in the last four years all 60 or so of our cyclists have rolled into the Ajax stadium. And all can vouch for the great time they have had. These are the reasons we keep coming back. Come and join us.
Go here to get in the queue to register. Email Kev Fitzgerald for more information or to have your questions answered.
- THE SPURS SHOW
The Spurs Show holds regular, intimate events in Central London with ex-players and Club legends. These entertaining and informative nights are extremely popular with fans of all ages, are always well attended and have become a cornerstone of the Spurs social calendar.
Now’s your chance to be at all Spurs Show Live events for the coming season with your very own Spurs Show Live season ticket and, as a THST member, you’ll get a 20% discount! Full details can be found at http://season.spursshow.net/
- WINGATE AND FINCHLEY FC
For any of Wingate and Finchley’s home matches, adults presenting a proof of membership of THST at the gates will gain entry for half price. That’s just £6. And any juniors under the age of 16 will be allowed in for FREE. For Senior Concessions (over 65) and Students (proof required for both), the charge is a modest £3. More information can be found here.
THST members are welcome at these matches. Keep an eye on Wingate & Finchley’s social media for latest news.
We’d like to clarify that this is not an exclusive arrangement with Wingate and Finchley, and should we be approached by other local teams with a similar offer, we’d be very happy to explore similar partnerships.
- ZEELO COACH TRAVEL
- BIG GREEN BUS COACH TRAVEL
Low cost return coach travel is available from: Amersham, Aylesbury, Basildon, Bedford, Braintree, Brentwood, Cambridge, Chelmsford, Colchester, Dartford, Gillingham, Grays, Hadleigh, Hatfield, Hemel Hempstead, Hitchin, Huntingdon, Luton, Maidenhead, Maidstone, Milton Keynes, Rickmansworth, Shefford, Slough, Southend, St Albans, Stevenage, Trumpington, Watford, Welwyn and Wycombe.
Adult return seats start from £14 and child prices are available. Single journeys are also available for mid-week games if you only need to get home after the match. Big Green Coach will run these services to all Spurs games held at home.
Get dropped off in plenty of time before kick-off in the Official Coach Park – exclusively used by Big Green Coach – and enjoy all the facilities the new stadium has to offer. Coaches are timed to leave one hour after the final whistle (or as soon as they are full).
Season Travel Passes are available for Season Ticket Holders, staff are on site to make sure your journey is a smooth one and a dedicated Customer Service team available. For more information or to book click here. To sign up to hear more click here.
- ONE HOTSPUR MOMENTS
One Hotspur Junior members were given the opportunity of a lifetime at the annual Junior Fans’ Forum last Tuesday, which this year was held at the Club’s new stadium. Moussa Sissoko and new signing Tanguy Ndombele joined 60 lucky junior members as an amazing One Hotspur Moment. You can read more about the event here.
Members and Season Ticket Holders are being invited to the Tottenham Experience next Tuesday for the launch of the Third Kit with EA SPORTS. Apply soon as entries close on Friday morning!
Lastly, Members and Season Ticket Holders now have the chance to enjoy the stunning Heineken rooftop bar that sits above the Tottenham Experience, with the added bonus of £50 spending money. Register your interest here.
Champions League Ticket Package
Ticketing Business News
UEFA Finals – Six point plan
The Spurs Show 13 August
Last Word On Spurs 15 August
The Un-Official Partner 28 August
TalkSport 28 August
30 August 2019
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