Supporter groups voice concerns over ticketing policy
Manchester United is facing criticism from several supporter groups, including the Manchester United Supporters Trust (MUST), The 1958, and the official Fans’ Forum. These groups have collectively expressed dissatisfaction with the club’s recent actions regarding season ticket suspensions, stating that fans are being “treated as suspects” in an effort to combat illegal ticket reselling.
The club initiated contact with fans who had used six or more devices to access club-linked accounts or forward tickets. This activity was interpreted by the club as potentially indicative of purchasing tickets for resale, which violates their ticketing terms and conditions. The club’s policy permits members to forward tickets only to other members or to sell them back to Manchester United directly.
Fans who were flagged received an email from Manchester United, which stated that a detailed review of activity across their ticketing and digital platforms had identified “sustained activity associated with your account, or with accounts that appear to be connected to or controlled by you, which may indicate a breach of the club’s ticketing terms and conditions.” These individuals were asked to explain the use of multiple accounts, identify the devices used, and provide photo identification to verify their validity.
In a joint statement, the supporter groups acknowledged the need to address professional touting and automated purchasing, stating that such practices “have no place at Manchester United and deserve robust action.” However, they emphasized that any action taken must be “fair, proportionate and transparent.” The groups highlighted that long-standing supporters, some of whom have followed the club for decades and across generations, should not feel treated as suspects without clear evidence, due process, or a meaningful opportunity to respond to allegations.
The current approach has led to a perception among supporters of a “ban first and ask questions later” policy. The Fans’ Forum has called for the club to pause further suspensions and halt any season ticket cancellations to allow for meaningful discussions.
Fan reactions and club’s stance
Fans have expressed anger regarding the restrictions placed on their season ticket accounts. One season ticket-holder for over 35 years, identified as Andy, described feeling “angry” after his account was restricted. He noted that his father had been a season ticket-holder since 1974, emphasizing the personal significance of attending matches.
Andy also stated that the club had already taken his season ticket money and suggested a lack of empathy for how the situation affects individuals and their relationships. He felt that loyal fans were being punished, implying the club prioritizes customers over supporters.
Reasons provided by fans for using multiple devices include managing tickets for groups of friends or assisting elderly family members who may have difficulty with technology. Manchester United’s position is that no formal bans or sanctions have been applied yet. The club intends to reissue any season tickets that have been revoked before the team’s first home game of the season.
The club has applied restrictions to accounts and provided a three-day window for appeals once a decision is reached. This shorter appeal period, compared to the usual 14 days, is reportedly due to the club’s belief that some accounts are being used for illegal resale, and a longer period could be exploited to sell tickets on.
While Manchester United has not revoked any tickets at this stage, an appeals panel is set to make final decisions on each case before the Premier League season commences on 22 August. The club previously conducted a crackdown on touting last season, resulting in the cancellation of 22,000 tickets for the first five home games. They view this figure as a small part of the problem, estimating that approximately 10-15% of season tickets are controlled by touts.
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Source: theguardian.com
George Hartwell is the Senior Football Correspondent at News-GB.org, covering the Premier League, the EFL and the England national side with twelve years of reporting experience. He reported on West Country football before national coverage. He holds a degree in Sports Journalism from the University of the West of England and completed an NCTJ diploma. Based in Bristol, he watches grassroots football and writes a tactics column. “Tactics tell you more than any scoreline.”