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Inaccessible ticketing trends raised by Level Playing Field & DSAs

Disabled supporters’ associations (DSAs) from across England and Wales have joined Level Playing Field, to raise concerns on ticketing trends, which are causing increases in the inaccessibility of some sporting events for disabled fans.

A letter, which has been sent to clubs, venues and governing bodies, details emerging issues and calls to action.

The letter can be read below in full:

Level Playing Field urges sports clubs, venues and governing bodies to make the access requirements of disabled supporters a priority, when considering the implementation of digital ticketing and ticketing procedures as a whole.

The leading charity for disabled sports fans, is pleased to be joined by disabled supporters’ associations (DSAs) from across England and Wales to raise concerns on ticketing trends, which are causing increases in the inaccessibility of some events for disabled fans.

The rise of digital ticketing – particularly since the pandemic – has seen the emergence of new barriers to attending live sport for many disabled supporters. There are potential benefits of digital ticketing systems, but it is deeply troubling to see instances where changes have had a negative the impact on accessibility, as disabled fans have largely been overlooked or ignored.

Many clubs and venues are in the process of implementing changes in the summer months. It is therefore urgently important that the following issues are considered and factored into any decisions and implementation.

·       Cost of Physical Tickets: The imposition of a charge for requesting physical tickets disproportionately affects disabled fans, as they are an access requirement for many. This adds to additional disability-related costs associated with attending live games for more than half of disabled supporters, as identified by the 2023 Level Playing Field Annual Fan Survey, which revealed those supporters experienced additional disability-related costs averaging £66 for home games and £111 for away matches.
·       Digital Exclusion: All clubs are urged to waive the fee for physical tickets for disabled supporters where the use of digital ticketing systems is not a reasonable expectation. Examples of this could include blind and partially sighted fans and supporters with learning disabilities or reduced mobility. Being disabled should not be a barrier to enjoying live sport, so ticketing policies should not ask fans to choose between additional costs or additional barriers to overcome.
·       Charging PAs: There have been instances of discriminatory practices where clubs have proposed to charge not only disabled fans, but also their Personal Assistants (PAs), for requesting physical tickets. PAs play a vital role in ensuring an accessible and enjoyable matchday experience for the disabled supporters who require them. This is comparable to charging disabled fans for other accessible services and facilities that they require, which should be recognised as a significant barrier to equality and inclusion.
·       Lack of Education and Support: The transition to digital ticketing is likely to require additional time and support for some disabled fans. Clubs that are transitioning to digital ticketing are encouraged to establish dedicated hubs, offering both in-person and online resources, to help fans learn how to use the new technology.
·       Under-Resourced Ticket Offices: In some cases, the pandemic resulted in reduced staffing levels and a move to digital ticketing and online purchasing. There are instances where previous staffing levels have never returned. Disabled supporters have reported waiting long periods on phone lines that eventually just cut off, leaving them frustrated and unable to purchase tickets. Furthermore, some clubs have implemented premium phone numbers for ticket office enquiries. Disabled fans, who often rely on phone services due to inaccessible online ticketing systems or current club/venue requirements, should not be subjected to additional financial penalties.
·       Difficulty Purchasing Tickets: The 2023 Level Playing Field Annual Fan Survey revealed that 24% of disabled supporters identified ‘difficulty purchasing tickets’ as a major barrier to attending live sporting events. This means nearly a quarter of disabled fans could be excluded due to these ticketing issues.

Call to Action

All clubs and governing bodies are urged to take immediate action to address these concerns. Specifically, Level Playing Field and disabled supporters’ associations from across England and Wales call for:
·       Review of Digital Ticketing Policies: Conduct a thorough review of digital ticketing policies to ensure they are accessible and inclusive for disabled supporters.
·       No Fees for Physical Tickets for Disabled Supporters: Publicly announce that no disabled supporter or their PA will be charged a fee for a physical ticket if they cannot access or use digital ticketing systems.
·       Investment in Digital Upskilling: Invest in resources to provide accessible education and support to help disabled fans learn how to use digital ticketing platforms.
·       Eradication of Premium Phone Lines: Eliminate the use of premium phone lines for disabled fans to purchase tickets.
·       Review of Ticket Office Operations: Conduct a review of ticket office operations and create an action plan to ensure swift response times and appropriate support for disabled supporters.
·       Improvements to Online Ticketing Systems: Invest in improvements to online ticketing systems to ensure accessibility for disabled fans and their PAs.
·       An End to Early Online Ticket Sales: Eliminate the practice of releasing tickets online before phone lines open, without suitable alternatives for all disabled fans. This practice discriminates against those who rely on phone or in-person purchases due to the inaccessibility of ticketing systems.

These changes are essential for fostering an inclusive and equitable environment for all supporters. Level Playing Field is committed to working collaboratively with all stakeholders to improve the matchday experiences of disabled fans.
Level Playing Field is pleased to report that positive discussions have already been held with some governing bodies, to address the call-to-action points outlined in this letter.
By taking these steps and working more closely with disabled supporters’ associations at a local level, live sporting events can become more welcoming and accessible environments for everyone who wants to attend.

Signatories
Access Albion – West Bromwich Albion
AFC Bournemouth DSA
Barrow DSA
Bolton Wanders DSA
Bristol Rovers DSA
Chelsea DSA
Coventry City DSA
Crystal Palace DSA
Derby County Disabled Club
Everton DSA
Fulham DSA
Huddersfield Town DSA
Hull City DSA
Leeds United Disabled Organisation
Lincoln City DSA
Manchester City DSA
Newcastle United DSA
Oldham Athletic Disabled Inclusion and Diversity
Pompey DSA – Portsmouth
Plymouth DSA
QPR DSA
Rotherham United DSA
Saints DSA – Southampton
Seagulls DSA – Brighton & Hove Albion
Sheffield United Disabled and Carers Association
Spurs Ability – Tottenham Hotspurs
Watford Enables
West Ham United DSA
Wolves DSA
Wycombe Wanderers DSA

The charity is pleased to confirm positive discussions have already been held with some governing bodies, to address points outlined in this letter.

Disabled fans can get in touch with Level Playing Field, regarding ticketing and other accessibility matters, via email: info@levelplayingfield.org.uk