Manchester United have come under fire from disabled supporters over “declining” stewarding standards and “highly unjust” rising parking charges.
The Manchester United disabled supporters’ association (MUDSA) have written to Sir Jim Ratcliffe to voice “grave concerns” about the treatment of fans with disabilities.
Principal among them are a “decline in stewarding standards” since the club implemented a series of cost-cutting drives.
MUDSA secretary Rick Clement has criticised the move towards “agency stewards”, whom they claim lack the training, urgency and communication skills required to cater to the particular needs of disabled supporters.
“I am writing to you as the secretary of the Manchester United Disabled Supporters Association to express grave concerns regarding the gradual exclusion of individuals with disabilities from attending matches to support our beloved Manchester United,” Clement said in an open letter to Ratcliffe, United chief executive Omar Berrada and other senior club officials.
“During my short tenure as secretary, I have witnessed a decline in stewarding standards. Stewards have been observed with poor communication skills and an unwillingness to engage verbally with our members.
“They are also lacking training in understanding the needs of individuals with disabilities. Furthermore, they have been found to be unprepared to respond promptly to alarms raised in disabled toilets.
“Individuals who require assistance entering the stadium have encountered additional challenges and anxieties.”
Clement said stewards were also failing to clamp down on the “unacceptable” issue of disabled fans’ views being obscured by the persistent standing of other supporters.
“Fans standing up around the ground has become so obstructive that some games result in missed action for long periods on the wheelchair platforms,” he said. “My members and I consider these issues unacceptable and demand immediate attention.”
Clement said that, while the MUDSA were prepared to help better train stewards, the responsibility ultimately lay with the club.
“While I am willing to assist in training stewards, I believe that the primary responsibility for addressing these concerns lies with the club and its decision to transition to a majority of agency stewards,” he said.
United announced this week that, on top of a third consecutive five per cent increase in season ticket prices, parking charges on matchdays at Old Trafford would increase by 15 per cent next season. Clement has urged United to provide discounted parking for disabled supporters, many of whom are unable to access public transport to the ground.
“I and my members are shocked to discover a 15 per cent increase in parking fees,” he said. “Using a car or mobility vehicle is essential for many of our members to attend matches. Public transportation is not a viable option for many of us. Train station access and assistance are among the numerous challenges we face. Therefore, I believe it is highly unjust to impose this price increase.”
Clement says he has been informed that some disabled supporters will be unable to renew their memberships unless parking concessions are introduced.
“Unemployment rates in the disabled community are significantly higher than the general population,” he said. “Many of our members are already struggling to afford to attend games. If these price increases are implemented, I have received numerous messages indicating that many members will be unable to renew their memberships.
“I urge you to consider implementing a disabled parking discount, which would be a reasonable adjustment under the Equality Act 2010 to ensure that disabled individuals are not disadvantaged.”
Clement also hit out at United’s decision to increase the minimum usage of season tickets next season to 16 of 19 home Premier League matches and the introduction of a £10 penalty for fans who fail to give at least two weeks’ notice if they are not attending a match.
“There are numerous health, carer/personal assistant, and kit/equipment reasons why an able-bodied person does not have to contend with the same challenges,” he said. “Consequently, it is not always feasible to provide two weeks’ notice to withdraw from attending a game. I propose that this be reduced and the £10 fee waived for our members.”
Clement also joined the chorus of disapproval from fans over the decision to slash the 50 per cent discount for seniors to an across-the-board 25 per cent rate. Some senior citizens are facing price hikes of up to 70 per cent on their season ticket renewals.
“This significant decrease in discount, coupled with the additional 5 per cent and 15 per cent parking surcharges for those who drive, is particularly burdensome for our loyal supporters who have consistently contributed financially to the club,” he said.
Clement warned United were there was a “growing disconnect between our club and its fans, particularly regarding the increasing emphasis on disability issues” and called on the club to engage in “meaningful conversations” with the MUDSA.
Meanwhile, a snap poll by Manchester United Supporters Trust revealed that 13 per cent of season ticket holders said they were “not at all likely” to renew their season tickets in the wake of the latest price increase. A total of 45 per cent said the changes will make them attend fewer games. MUST polled 3,300 fans within 48 hours of the news.
