Update: ‘Kick in the teeth’ – Man City ticket row goes up a gear amid new restrictions and fan frustration News

Manchester City announced a raft of changes to their season ticket policy this week, generating a mixed response from frustrated fans.

The ongoing row between Manchester City fans and the club over ticketing policies took an unexpected twist this week – and fans are split over what it means.

Supporters protested recently over season ticket prices and other Etihad Stadium issues, prompting the club to commendably freeze season ticket and matchday prices for the first time in six years. The protesting worked, yet supporters seeking more clarity over other issues announced further protests in the coming week.

When City dropped more details over season ticket renewals, the initial news looked positive. A small number of new season tickets would be made available to members of the controversial Flexi-Gold ticket who had attended enough games, while those members could also transfer three match tickets to friends and family.

Progress? It looked that way, yet the devil was in the detail and further restrictions were imposed on season ticket members over how many games they must attend to retain their ticket and who they could transfer their ticket to for games they can’t attend. From next season, season ticket holders must attend ten games in person and can only pass their ticket on to three fans who don’t hold a paid club membership rather than the previous unrestricted policy.

City have made the change to improve the atmosphere at the Etihad, increase the chances of all seats being filled, and allow more fans to attend games at the Etihad. They told Elected Fan Board, City Matters, that the average rate of season ticket holders not using their ticket in person, by transfering or by selling it back to the club, is eight per cent of their 37,000 tickets per Premier League game. The hope is the changes reduce that number.

City Matters chair Alex Howell acknowledged in a statement that the changes don’t help fans who cannot attend every game for reasons out of their control. However, he and City Matters have also pointed to progress made with price freezes, Flexi-Gold upgrades to full season tickets and other positive steps – and there should be some acknowledgement of the fact the club have listened to supporters on those issues.

City Matters have also asked fans affected by the transfer changes to contact them to raise with the club directly.

Other fans, though, have asked why fans who cannot attend ten games per season need a season ticket. It is a valid point, especially with City’s 140,000 matchday members dwarfing season ticket holders in numbers and still no new season tickets available for supporters without a Flexi-Gold ticket – and only a portion of those 1100 Flexi-Gold members will be able to upgrade.

Former player speaks out

On the other hand, season tickets are held for decades and personal circumstances can mean transferring it to friends and family is the only way to retain it. If a ticket is given up, there is no guarantee fans can ever get it back – especially with no way of getting a permanent season ticket unless you are one of the few Flexi-Gold members who suddenly qualify.

When MEN Sport asked fans for feedback on the changes, we were inundated with stories of different circumstances that will be affected by the new restrictions. The most high profile was former City defender and current England international Esme Morgan, who told us: “I’ve had a season ticket, sitting alongside my family for 20 years, since four years old. I’m a former Man City player, but I’m currently playing in the US [with Washington Spirit] and so cannot personally attend many games.

“My ticket is used every single game via transfer or exchange and when I’m home, I use it. Loyal fans shouldn’t be punished for circumstances which mean they are currently unable to attend games, when they may be able to in future. Especially if they make efforts to ensure their seat is not left empty! What happens in cases of illness, studying or living abroad etc?

“I don’t think this idea has been thought through especially well! Any revision [by City] would be appreciated!”

Football finance expert weighs in

Another external voice offering some balance was football finance Kieran Maguire, noting that a ten game minimum for season ticket holders would be more palatable when the fixture schedule is predictable.

City’s final three home games of the season are set for Tuesday evening, Friday evening and Sunday evening, and only 11 of their league games this season at the Etihad have been on a Saturday – only seven at 3pm.

Maguire said: “If clubs would agree to playing a minimum of ten games at 3pm on a Saturday I might have more sympathy for them. You buy a season ticket in good faith but are expected to effectively set aside [time] for a weekend match Friday evening, Saturday 12:30, 3pm, 5:30pm and 8pm, Sunday 2pm, 4pm and Monday evening.

“Can you imagine a restaurant treating you in a similar manner when you book a meal?”

That is a wider issue over the treatment of fans that City face alongside supporters of other clubs up and down the country. Their Champions League exit has seen a few more creative kick-off times (Friday night, Sunday night), while a Monday night game was scheduled before being moved for the FA Cup.

One area where fans are in agreement is there could be more flexibility to account for the erratic schedule, often at short notice. And plenty have told us that a key factor in not attending every game is the differing kick-off times – they have been given ten different kick-off times across six different days for their 19 league home games this season.

Fans fear giving up tickets for good

Matthew is a season ticket holder in the South Stand, and works shifts at a factory in Wythenshawe. He said: “I have been on every cup scheme for about the last 10 years, and came to the Etihad from Maine Road as a kid with my family, who also have season tickets. Going to City with my family and friends has been the biggest thing in my whole life. I don’t get weekends off so it is pot luck what games I can make.

“I regularly have to book holiday days just so I can to make it to home games. I can, and do, miss two home games in four days due to the shift pattern, especially given the constant fixture rescheduling which makes it harder to book time off. As a blue who has travelled all over Europe to watch us, it is a kick in the teeth that I might miss a couple of Premier League home games due to my shift patterns and get sanctioned by City for it, thanks to this new 10 game minimum personal attendance policy.

“I make sure my seat is filled by friends and family as often as I can, who can’t afford the mad cost of match day tickets, which is now also under threat with the transfer being limited to three people without a paid Cityzens membership. I’ve been to Istanbul, Belgrade, Munich, and more to back the club in Europe. I’m City though and through. I’m only in my 20s so I have years and years left to give to this club. Why am I being put under threat by the club because of my current work shifts?”

John Seed said: “I’ve had a season ticket for 20 years. I used to go every home game without fail. I now have a young son so childcare commitments have meant I’ve missed several games this season, especially those which are midweek. The seat is never empty though. This news is a kick in the teeth.”

As well as childcare and family issues, work commitments are a common theme in why fans can’t attend every game. Season ticket holder Danny told us: “I started my own business last season that meant more unsociable and weekend hours so I had to transfer many games to a friend. Now I have to choose between my business or losing my season ticket which I’ve had for 18 years. My seat was always filled, why does it matter who by?

“It’s more a case of highlighting there will be loads of people whose circumstances change, and they’ll lose out as a result. People who have been going longer than me who’ve given the club their loyalty when we were s***. They’ve earned the right to use their ticket as they like.”

Health issues or pregnancy are a factor for some fans, with City Matters urging fans to get in touch over individual cases. MEN Sport has seen stories of supporters who have suffered sudden illness or injury that has prevented attendance, or older lifelong fans who cannot get to as many games due to declining health. Long-distance fans may be impacted by the new changes too, as will families who share tickets between themselves.

As City Matters chair Howell posted on Friday: “The ten game policy might be alright in a vacuum, but football doesn’t operate in a vacuum. It’s real life and things legitimately get in the way. Let alone the fact that TV companies often dictate fixture changes to odd times and at short notice.

“The City Matters Families representative made this point really eloquently to the club. I added that the season ticket policy exacerbates this as people know there is little chance of them getting one back should they decide to give it up.” He added that the large number of fans speaking out over the changes shows how ‘impractical’ the policy is.

“Given the club have spoken about having every seat filled on every matchday, there is a perverse sense of irony in adopting changes that make it more difficult to ensure your ticket is occupied,” he continued.

The non-season ticket holders speak out

It’s a debate that requires nuance, with nobody benefitting from fans criticising other fans. A season ticket is often something passed through generations, that brings families together and – as has been pointed out – can be lost for good when given up. They also belong to legitimate City fans.

However there is also a fair question that if ten games is too many to commit to, could that ticket go to somebody who can commit to almost every game? The next generation of fans have not been able to buy new season tickets for six years, and only a handful will be able to get a new one next season through their current Flexi-Gold membership.

A theme of replies to MEN Sport coverage of this week’s announcement followed the same message and there is notable support for the ten game minimum as well as the backlash. Perhaps the more pressing issue is allowing more fans to become new season ticket holders – something not expected to change for next season aside from the Flexi-Gold upgrades.

And if season ticket holders don’t meet the ten game minimum, losing their ticket, it remains to be seen whether those tickets will be resold as new season tickets or put back into general admission allocations. Those supporting the changes equally don’t have the chance to get a season ticket themselves at present.

In his statement, City Matters chair Howell also said: “There still isn’t a choice between Flexi-Gold and a traditional season ticket. I would be very worried if this became the precedent of the only way to become a traditional season ticket holder.”

One Flexi-Gold member, who asked not to be named, told us: “I think it’s a step in the right direction but there are still underlying issues with the club’s ticket policies. Like the £150 charge on top just to have the ‘privilege’ to reserve your seat for the price it is for season ticket holders.

“I was luckily enough to get a Flexi-Gold after being a matchday member for years and meeting the criteria to get one, but there will be lots of blues out there who are getting fleeced by the club trying to work their way up the ladder.

“I don’t think its right that only certain Flexi-Gold members are being offered to upgrade. I think all Flexi members should be able to upgrade as I imagine out of the 1100 Flexi-Gold holders, there will be quite a few who wont meet the criteria of attending 16 out of 19 games.”

Lewis Hindle said: “I don’t agree with the friends and family restriction, if the seat is left empty for 10-12 games a season it shows massive disregard to people sat on waiting lists [official members] who would attend more regularly but can’t afford to pay for individual matchday tickets at a much higher price.

“It’s all about bums in seats for me, the holder should be able to give or sell their ticket to someone that can make it if they can’t but if they can’t be bothered to do that and just leave it empty for the smaller games I think they should lose their ticket to someone who will go more.”

The City news has also been picked up by supporters of other clubs, hoping their season tickets are not subjected to similar restrictions. City fans will protest the latest developments at the next two home games, hoping to showcase the level of anger they feel exists at the unexpected season ticket changes.

Whichever side of the fence fans sit on, it’s clear many are unhappy and any goodwill earned from freezing prices and listening to fans on Flexi-Gold issues is overshadowed by the frustrations with season tickets. Just when it looked like progress was being made on the ticketing front, another battle has emerged between City and their fans.