Notes from July meeting with FFC
On Wednesday 31 July 2024 at 13.30, the Fulham Supporters’ Trust met with Fulham FC via video conference.
The Club was represented by:
- Alistair Mackintosh (Chief Executive, AM)
- David Daly (Non-Executive Director, DD)
- Darren Preston (Chief Operating Officer, DP)
- Glenn Sutton (Chief Profit Officer, GS)
- Carmelo Mifsud (Communications Director, CM)
- Aimee McKenzie (Operations Director, AMcK)
- John D’Arcy (Head of Safety, JD)
- Jack Burrows (Marketing Director, JB)
- Katy Brecht (Head of Ticketing, KB)
The FST was represented by:
- Simon Duke (Chair, SD)
- Jerry Cope (Treasurer & Membership Secretary, JC)
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 on our web site, including the most recent information on key topics not covered at this meeting.
TOPICS DISCUSSED
The following topics were discussed:
TICKETING
SD opened the meeting by thanking KB and JB for sharing early FAQs for the new digital ticketing system and taking on board constructively many of the points raised by the Trust. SD added thanks to the whole ticketing team for helping supporters through queries and issues with the new system.
SD asked for the Club’s general perspective on the launch of the new digital ticketing approach and the transfer of ticketing to the Ticketmaster platform. KB responded that it had, behind the scenes, been a challenging time eg with the Microsoft outage and a few bugs, which had been quickly corrected, but she was generally please with how things were going. Very many supporters had updated their details, input their Friends & Family, and generally taken on board the messages in the Club communications, which she emphasised contained all the detail that supporters needed. Exemption requests are being worked through.
In responses to questions by SD, KB confirmed that away tickets would not be digital yet, the “choose your seat” option would still be available, members would be able to get a discount on a single ticket for all games this season, and that members would be able to purchase up to 2 tickets for non-Category A/A+ games. The games that would be Category A or A+ had not been finalised, this would be decided as in previous seasons on a match-by-match basis.
In addition the Club confirmed that retail discounts for season-ticket holders and Members would for the first time be available online.
JC asked whether it would be possible to have a longer period for season ticket moves in the light of heavy demand on phone lines this year. KB responded that this would be considered in 2025, alongside perhaps allowing a gap after the closure of season ticket renewals. KB added that with a few normal peaks, eg for the first few hours on the first day of renewals, otherwise phone lines had not been more busy than usual during the renewal process.
JC asked about the match attendance data, much of it incorrect, sent to supporters on use of season tickets last year. JB apologised that although the base data was correct, there had been an IT error in transferring the data to the emails – he emphasised that the data was just for supporters’ interest and would not be used for any other purpose.
GROUND UPDATE
SD asked what changes supporters could expect within and around the ground for the new season. AMcK, JB and JD outlined a number of areas:
- There would be more food options across more areas, but no changes to beer provision, although it was intended to re-introduce re-usable cups;
- The Riverside areas would look different, with the exception of 2 remaining bars, the area had now completed its refurbishment on level 0;
- The River Walk would be open, as would the turnstiles in Bishops Park
- Capacity in the Riverside would be around 6k for Matchday 1 (up from c4.5k), c7k for matchday 2, with the remainder opened by Christmas, all subject to endorsement by the authorities;
- The in-ground mobile phone signal would be significantly upgraded, both to 4G and with multiple carriers, and work was ongoing on a Wi-Fi facility within the Riverside;
- VAR announcements would be increased in line with new Premier League protocols related to those decisions that took a long time only, and with semi-automated offside introduced;
- Mobile bike racks, which would need to be pre-booked, will be introduced in the bag drop off area (detail/price to follow on the Club website) and a £5 charge, payable to the Fulham Foundation, introduced for the bag drop – prams etc would however be exempt. (In addition in 2025 once Bishops Park had been cleared of building works, the old bike racks would be restored giving more capacity);
- The front barrier to the Johnny Haynes Stand had been removed giving more movement space;
- 100 new in-house stewards had been recruited, and were being trained, bringing the balance of agency to in-house stewards to around 50-50.
OTHER BUSINESS
- Away coaches – In response to SD, KB confirmed there were no anticipated changes to away coach arrangements for the coming season, and that in response to a request from the Trust, the senior away steward’s mobile phone number would be provided to coach travellers. KB emphasised this steward would only be able to handle travel issues, with ticketing enquiries still going through current normal channels ie Fulham ticket office or the host club.
- Away kit – DD confirmed that the away kit would be launched tomorrow (1 August) and the 3rd kit on 22 August. In response to a question from JC on bringing back at some stage a variant of the old black red checked ‘GMB shirt’ in the future, DD said ‘watch this space!’
- FFC Women – DP said that an objective for the Club is to increase the profile of FFC Women and with the success of two matches at the Cottage last season, we all hope fans will get behind the team with matches at Motspur Park and occasionally at Craven Cottage when announced.
- Safety Advisory Group – Finally DP thanked the Trust and its Board Member Gavin Megaw, for the support the Trust gave to the Club on the Safety Advisory Group (SAG) with the authorities.
The meeting closed at 14:20.
