Notes from our January meeting with Fulham FC
On Wednesday 8 January at 13.30, the Fulham Supporters’ Trust (FST) met with Fulham FC via video conference.
The Club was represented by:
* Alistair Mackintosh (Chief Executive, AM)
* Darren Preston (Chief Operating Officer, DP)
* Glen Sutton (Fulham Pier Director, GS)
* John D’Arcy (Safety Officer, JD)
* Jack Burrows (Marketing Director, JB)
* Katy Brecht (Head of Ticketing, KB)
* Jamie Nicholson (Head of Fan Engagement, JN)
* Nicola Walworth (Supporter Liaison Manager & Disability Liaison Officer, NW)
The FST was represented by:
* Steve Nicholson (Secretary, SN)
* Jakub Kruka (Board member, JK)
* Tamara Dragadze (Board member, TD)
* Dan Crawford (Board member, DC)
HOW IT WORKS
At our regular monthly meetings, Trust board members normally ask questions relating to as many topics as possible in the time available, based on responses from members to the advance notification of the meeting and our own observations from interacting with the wider supporter base. The Club then gives its position, which is discussed. These notes are therefore a statement of both points of view. The Trust continues to press both the Board’s and its members’ view at this meeting and in separate meetings.
Often members ask similar questions, and, in these cases, we try to summarise, provide the Club with feedback and gain as much useful information as possible in the time available. We also prioritise new and time-critical topics, whilst also seeking updates on longer running issues.
You can access notes of all previous meetings (https://www.fulhamsupporterstrust.com/news/category/club-meetings/) on our web site, including the most recent information on key topics not covered at this meeting.
TOPICS DISCUSSED
Items focussed on at this meeting were:
* Ticket pricing
* Loyalty points
* Away fan behaviour and away fans in home areas
* Safe standing
* Other Business
OPENING DISCUSSION
SN opening the meeting by congratulating the Club on the performance of the men’s first team, saying that the stylish nature of recent performances by Marco Silva’s side was greatly appreciated by Trust members and the wider Fulham fanbase. The wonderful Boxing Day victory at Chelsea was especially pleasing, given that many supporters had been waiting for such a historic day since 1979.
He also relayed the thanks of some supporters for the initiative allowing fans to watch that fixture at the Riverside Stand on the day as well as congratulating the Club on the implementation of reduced prices for drinks before and after matches with the post-match accessibility and atmosphere within the Riverside Stand generating positive feedback from Trust members.
He also congratulated Eleanor Rowland, the Club’s Director of Safeguarding, her team and the whole Club on their success in winning the bronze award in the Club of the Year category at the recent Sports Business Awards.
TICKET PRICING
SN asked whether any consideration had been given in discussing next season’s ticket prices with the Trust and whether the Club might follow Brentford’s lead in freezing prices?
AM replied to say that the Club were not in a position to be able to discuss the pricing for next season’s season tickets at this point. He reiterated that the Club will discuss these matters at a future meeting of the Fan Advisory Board and the Trust has representation on the FAB. He encouraged the Trust to send their ideas in writing and that all ideas are welcome, although the Club will eventually take a business decision on pricing. AM reiterated that the Club’s desire to duplicate discussion on this topic is limited as they have committed to discussing this through the Fan Advisory Board framework.
LOYALTY POINTS
SN asked what the Club’s policy will be on loyalty points for the remainder of the season after the Trust received further emails regarding the decision to scrap the implementation of loyalty points for the recent away fixture at Chelsea. The Trust were particularly concerned by the prospect of popular away trips to AFC Bournemouth, Southampton, Brighton, Arsenal and Brighton and Hove Albion scheduled before the end of the season. SN also asked if consideration had been given to other methods of implementing loyalty points, with the FA’s new approach of making 70% of tickets available through loyalty points and opening up the remainder of sales to a ballot of other members.
AM encouraged the Trust to put forward constructive proposals on loyalty points and, if a proposal carried the support of the FAB and the wider fanbase, then the Club could look at implementing it. He felt that loyalty points is a difficult issue to resolve as it is difficult to define exactly what loyalty is – it may mean different things when discussed by different supporters. He felt that the FA’s new approach to selling tickets for England’s away fixtures and major tournaments, which was suggested by a Trust member, has some merit and may be worth considering.
In response to further correspondence from Trust members regarding the Club’s approach to ticket sales for the Boxing Day fixture at Stamford Bridge, AM reiterated that the Club were happy with the outcome. He disclosed that the Club have received some very positive feedback from season ticket holders who were able to take family members with them who might not have otherwise been able to attend an away local derby over the festive period.
KB confirmed that the Club were able to distribute some tickets for Chelsea via the Club’s waiting list. She explained that the Club do keep some tickets for away fixtures back for internal requirements, including complimentary tickets for players. These tickets do get released in the days leading up to the fixture and KB stressed the importance of supporters registering for the waiting list even if they have been unsuccessful in obtaining away tickets for future fixtures. The Club did have a number of happy supporters on the waiting list for Chelsea who did receive a ticket. The Club asked for the Trust’s help in promoting the waiting list option and KB encouraged supporters to register for the waiting list via the official website, make sure that their details are up to date and supporters will be contacted as and when tickets become available in the lead up to a fixture.
AM and KB confirmed that the Club have not settled on a definite policy regarding the implementation of loyalty points for the remainder of the season and that they would be seeking to decide the ticket selling arrangements for the rest of Fulham’s away fixtures on a game-by-game basis. The Trust’s representatives reiterated that there was significant disappointment and anger from Trust members and the fans regarding the decision taken on Chelsea sales and identified potential future fixtures at AFC Bournemouth, Brighton, Southampton and Brentford – for example – where loyalty points could be required to avoid a repeat of the Chelsea free-for-all for Season Ticket Holders. The Trust asked the Club for prompt communication of the ticket selling arrangements regarding these fixtures.
In response to a further question from the Trust, KB confirmed that the Club were not taking the full allocation of tickets for the forthcoming away fixtures at Leicester City and Newcastle United. She commented that these are business decisions largely related to wider issues like travel disruption and the amount of tickets likely to be sold and it is always a fine line but the Club could not afford to lose revenue due to unsold tickets.
LOYALTY POINTS FOR OVER 65s
The Trust received queries suggesting that supporters had been told that they would lose loyalty points when they turned 65 as their client reference number would change.
KB confirmed that there is no truth in the idea that people will lose their loyalty points when turning 65. The system is configured to update these details automatically and there should be no impact on any individual supporter’s loyalty points. Where there have been cases of loyalty points disappearing, these have been promptly investigated by the ticket office staff and the loyalty points have been restored as soon as possible. Any supporter experiencing any such issues should get in touch with the ticket office via email and their case will be thoroughly investigated immediately.
AWAY FANS IN HOME AREAS
When asked about how certain the Club were that tickets for home matches were only sold to Fulham supporters, KB confirmed that the Club made extensive checks when selling tickets for any Fulham fixture. In the case of season ticket holders placing their tickets on the ticket exchange when a home fixture sells out, the season ticket holder is credited with a fixed amount for their ticket – details of which can be found on the Club’s website – and immediately released from the Club’s terms and conditions regarding the sale of that ticket. If supporters have concerns about their seat being occupied by an away fan having listed their ticket for sale on the ticket exchange, they should contact the ticket office and the Club’s staff shall investigate.
SAFE STANDING
JK raised several members’ concerns about standing in some areas of the Hammersmith End and instances where that could become unsafe. As the Trust recognises that there are also many fans who are in favour of standing to help with the matchday atmosphere, the Trust enquired as to the progress regarding the installation of any safe standing areas within the Hammersmith End?
DP replied that the Club continue to the talk to the SGSA regarding the feasibility of installing a safe standing section as many other Premier League clubs have done in recent years. Fulham’s own plans have not progressed due to the prohibitive cost of installing safe standing at the Hammersmith End. DP said that the Club may look at other areas of the ground to see whether the introduction of a safe standing area will be more cost effective there, but given the financial outlay required it isn’t something the Club are progressing at present. DP confirmed that the Club keep the SGSA regularly updated on this matter.
In response to a question regarding incidents of persistent standing in the away section and dangerous activity by Brighton supporters after their equaliser during the home fixture last month, DP and JD replied to advise that the Club had been in contact with Hammersmith and Fulham Council and Brighton and Hove Albion regarding the behaviour of some of their supporters during this fixture. The Club and the Trust both noted that Brighton and Hove Albion had written to their supporters regarding the poor behaviour of their away supporters following this fixture.
AOB
FLARES – In response to a question regarding the use of flamethrowers prior to fixtures, JB confirmed that these were environmentally friendly and the Club had introduced a flare element prior to the home match against Brighton. The Club were concerned to hear the reports of an issue for an asthmatic supporter during a recent fixture and JB committed to pick this up with JD and review the position as soon as possible.
RIVERSIDE STAIRCASES – In response to a member enquiry regarding problems navigating the Riverside Stand’s exit and entry staircases during fixtures in December, DP replied to say that for recent fixtures, the Club have been using some staircases in the Riverside Stand differently to how they might eventually be used when the stand is fully occupied. The Club admitted that some supporters had experienced some wayfinding issues during recent fixtures but this had been reviewed and additional guidance had been issued to stewards regarding which staircases could be used to enter and exit certain sections of the Riverside Stand.
USE OF BLUESKY – The Trust had received several enquiries as to whether the Club were intending to begin posting on BlueSky as their account now has more than 1,000 followers.
JB confirmed that the Club do have a BlueSky account that is currently dormant. The Club are currently monitoring the success of such a platform before taking a decision on when they might go live with a BlueSky account. JB commented that some newer social media mediums take longer than others to become widely used, but that the Club are keen to engage with supporters across many forms of social media and will be keeping their position under constant review.
CLUB BADGE – The Trust had received a question from a member asking whether the Club would consider changing their badge, given that the previous chairman Mohamed Al-Fayed’s conduct might have bought the Club into disrepute, having changed the badge during his tenure. AM confirmed that there are no plans to change the Club’s badge at present.
SOUND LEVELS – TD relayed a members’ question regarding the decibel levels of the public address system before recent home matches. Another member asked whether there could be a reduction in the noise level as they claimed it makes conversing with your nearest neighbour impossible and adds nothing to their matchday experience.
AM replied that, whilst some supporters do not like the levels of music played prior to kick off and during half time, other supporters do and he has been asked by Marco Silva to consider methods of generating as high a level of vocal support as possible from the beginning of each match.
TOILETS – TD raised members’ concerns about the Putney End gentleman’s toilets nearest the turnstiles on Stevenage Road having no running water from the taps during home fixtures and a dangerous bottleneck both there and at the north end toilets in the Riverside Stand.
AM replied that the Club keeps all these matters under review, especially given the popularity of recent offers reducing drinks prices before matches. There are some constraints regarding the layout of the ground, but he confirmed DP and the Club’s staff will urgently investigate the issues reported regarding the toilets in both the Putney End and Riverside Stand to ensure that these are rectified as soon as possible.
DRINKS AVAILABILITY – In a response to questions regarding the availability of 0.00% strength alcohol and a lack of wine and Prosecco in certain parts of the ground during recent home fixtures, DP confirmed that all these drinks were available at concession stands throughout the ground but that some stocks had sold out during recent fixtures. The Club will review their orders and distribution of these items ahead of forthcoming fixtures as a result.
SHIRT SIGNS – In a response to a question about the prevalence of home-made shirt signs and whether these could be banned, AM replied that the Club has to balance the joy that young supporters get from receiving shirts from their favourite player after a match, and the memory that will stay with that supporter for the rest of their life, with the Club’s agreement with a third party to auction off match worn shirts. The Club does have an auction opportunity, but it is sometimes difficult to prevent individual players from offering one of their two match-issued shirts either to a Fulham fan or a member of the opposition to swap. AM advised that it would be helpful if the Trust would like to offer a position on this matter.
