SYNOPSIS: The following is an official report of a ticketing meeting earlier this month (September 2024) between the Club, Trust and FAB (Fans Advisory Board). A wide range of ticketing subjects was discussed. The issue of not being able to share or sell concession tickets is an emotive subject for supporters contacting THST this season. THFC explained the safeguarding problems arising. However, the Trust challenges THFC to find solutions to these to ensure that juniors cannot be seated separately from the adults accompanying them. Such solutions are readily available on other sales platforms; we do not see this as an impossible question for a football club.
Representatives from THST and the FAB supporter representatives met with THFC club officials on 12 September to discuss ticketing. The following points were confirmed, and THFC replied to several queries.
SEASON TICKETS
The renewal rate for season tickets for the men’s team was at a record high. A limited number of new season tickets were issued to those at the very top of the waiting list. THFC had made the decision to reduce the number of overall season tickets by around 200 to increase the availability of matchday tickets, and all had been offered in general admission areas. However, in view of the current high demand, this would not make a noticeable difference to One Hotspur Members.
The pattern of renewals was largely the same as in previous seasons with an initial spate of renewals followed by a lull. Renewal numbers then remained fairly static until 1-2 weeks before the deadline when there was a dramatic increase.
THFC confirmed that new season tickets were only offered to those on the waiting list and said that no new season tickets were offered to friends of existing season ticket holders not on the waiting list, as had happened last season when single seats became available.
In relation to those who held season tickets for both the men’s and women’s teams, THFC confirmed that they were now viewing these as separate products within the “One Hotspur Family”. Effectively, this means that those season ticket holders will only receive one retail voucher whereas previously they had received two.
SEASON TICKET PRICING FOR 25/26
THFC confirmed its commitment to meet with THST and FAB representatives to discuss pricing (including concessions) in December 2024, in accordance with the ways of working document agreed between THST, the FAB and the Club.
ROLLING QR CODES
As part of its continuing battle against touting, THFC confirmed it was working on introducing rolling QR codes for its season tickets with effect from the 25/26 season. If successful, all season ticket holders will be issued with a new digital pass ahead of next season.
The rolling QR code will mean that any screenshot of the digital pass will be out of date within seconds and certainly before anyone would have chance to pass on the screenshot and gain entry to the stadium.
THFC was not keen to trial use of QR codes on a staggered introduction. The operation of a dual system could itself cause problems and there were examples of this at other clubs. It was preferred to introduce the system for all season ticket holders simultaneously.
AWAY TICKETING
The Premier League was likely to require away tickets to be all digital with effect from the 25/26 season. THFC was lobbying for rolling QR codes to be included on away tickets as a means to inhibit the unauthorised sale or passing on of away tickets. Unfortunately, this was dependent upon clubs adopting the necessary technology.
We have long lobbied for more measures to be put in place to ensure that the named ticket holder is the person who uses the ticket. The current situation means it is effectively a closed shop for away attendance and ways need to be found to make the process fairer. There is a percentage of our membership who want part of the allocation to be by ballot and it becomes increasingly difficult to support the current situation when it is clear that tickets are being passed on.
Away ticket allocations were discussed and, broadly, 80% of each allocation goes to general admission with the remaining 20% being for premium season ticket holders, sponsors, staff and players.
The allocation for sponsors, players, staff etc was not a fixed number, THFC confirmed, so for smaller allocations, there are fewer tickets for this category just as there are fewer general admission away tickets.
THFC are able to track every away ticket according to the ticket number and should therefore be able to determine every case of a ticket being passed on. Whilst there were some attempts to identify misuse of away tickets (for example, by requiring a proportion of away tickets to be collected at the stadium by the original purchaser whose ID documents would be verified), there remained concern that tickets were being purchased for ticketing points by those that may have no intention to attend the match personally. THFC confirmed that it took steps to investigate and pursue websites and individuals purporting to sell away tickets and to identify and pursue any season ticket holders whose tickets were listed for sale in this way. THST fully supports these measures.
There was widespread surprise at the announcement that only those with 309 loyalty points had secured an unrestricted view seat at the Coventry Carabao Cup match. It was likely that a very high proportion of supporters with the highest number of ticketing points had applied for tickets.
THST suggested that the club could do more to raise awareness of its sanctioning and banning policy. In THST surveys of supporters, it was clear that a large proportion were not aware of the policy. THFC agreed that more could be done to make the policy more accessible and communicate the key points through social media that would not require fans to access and read a formal policy document.
CUP GAMES
Fan reps welcomed the availability of Ticket Share for the Qarabag Europa League game. They asked how ticket sales were proceeding for that game and requested that the pricing of future Europa League group games take into account the level of ticket sales for the Qarabag game.
TICKET SHARE AND EXCHANGE
The availability of Ticket Share (TS) to OH members was discussed. THFC presently considers that using the TS platform is a benefit for season ticket holders. It was felt that season ticket holders were unlikely to object to members also being able to share their tickets, primarily whilst demand remained as high as it was currently.
THFC was concerned that the proliferation of access to the TS platform would inadvertently attract more ticket touts, but it agreed to explore further opening up of the platform.
THFC now enables season ticket holders to list tickets for all matches on the Ticket Exchange (TX) platform from the start of the season. It was still too early in the season to assess whether this positively impacts the volume and pattern of tickets listed on TX. It was felt that generally speaking, season ticket holders would be reluctant to list a ticket until the match was 1-2 weeks away, given how often match days and kick-off times were changed at the last minute. It was also noted that season ticket holders may have personal plans or circumstances that could not be accounted for until late.
It was proposed that the club consider purchasing tickets listed on authorised reselling platforms to identify any supporter illegally reselling. It was noted that some sites were offering tickets for Europa League matches that weren’t yet for sale. THFC explained that, in many cases, these were simple scams selling tickets that did not exist. In these cases, any attempt to purchase these tickets – by anyone – would be pointless.
There was a long discussion about the club’s new “upgrade” facility whereby a concession ticket holder could sell a ticket via TX to a full-paying member who paid the difference. It was noted that there was no similar ability to “downgrade” a ticket from a full-paying ticket holder to a member entitled to a concession. Fan reps pushed for equivalence and data on how many full-price season ticket seats in concession areas were being shared with juniors at full price.
THFC responded that a Season Ticket is a commitment to attend all home Premier League matches by the named holder. It is a season-based product, and THFC provides options for season ticket holders to officially re-list or share their tickets should they not be able to attend any match.
THFC said that seniors’ requirement to upgrade their ticket to an adult is a different circumstance from requesting a flex-season ticket product, which could be passed to anyone at any price or moment.
The ability to upgrade from senior to adult ensures that the Season Ticket product, which belongs to the named holder and is therefore purchased at a discounted rate, is paid for and used accordingly.
THFC could not monitor ticket downgrading in real-time, which creates safeguarding concerns should juniors be left unaccompanied inside the stadium. THFC experienced this issue when previously trialling the sale of concessions on tickets.
BABES IN ARMS
There was some confusion over the club’s current policy. THFC communication suggested both that under 2s were not permitted entry to the stadium; and that they would be permitted entry but would need their own ticket. THFC have since clarified that all supporters entering the stadium, regardless of age, will have to hold a ticket. This includes babes in arms. This is a safety requirement which THFC must adhere to to remain compliant with licensing conditions.
Whilst THFC do not prohibit babes in arms from entering the stadium, they do ask parents and guardians to carefully consider if a football stadium is an appropriate environment before bringing a very small child to the ground.