CPST meeting with the Club 25 May 2023
NOTES OF THE MEETING WITH THE CLUB – 25 MAY 2023
CONGRATULATIONS – Congratulations were conveyed to the club on retaining Premier League status and to all those that received awards at the Awards Ceremony.
TICKETING
The ticketing system – the system experienced an untimely breakdown prior to the West Ham match. This was an IT issue, related to overload on the server and something the club could not help. The match was delayed for 15 minutes and everyone was able to enter the ground and safely.
There are a variety of contingency plans for various situations that are signed off by the emergency services. The turnstiles usually have two back-up systems but both failed. At 11.45 am there was a problem with one turnstile, then by 12.15pm it was realised there was a wider problem with the system and that contingencies would have to be put in motion.
The experience provided a good learning exercise, to review and see what might be done better. Some staff were exemplary and did well, others require training. Police were content with how the situation was dealt with in line with the rule book. An apology was communicated on social media and the delay to the kick off. The club recognise that the PA system was not good enough and there was insufficient loudhailers – more have since been purchased. More measures have been put in place and some software has been rewritten. An email was sent to all ticketholders to explain and apologise for the inconvenience. This incident has alerted other Premier League clubs to consider reviewing their own systems.
Ticketmaster – the new ticket provider for next season will give a better service for supporters, using Apple/Google pay for purchasing, multiple language paths and providing views from the seats. Areas are being developed on an app. If there are any difficulties or issues the box office should still be contacted,
Season Tickets – The season ticket renewals were the best ever with 94% renewed. The club were now selling season tickets to the 3500 on the waiting list. Season ticket holders wishing to change seat have taken the opportunity to move and about a third of season ticket holders have taken advantage of the direct debit option.
Resale Platform – the club were particularly keen to promote their resale platform, as a safe method to enable season ticket/ticket holders to sell their tickets to others. This was particularly important for sell out matches, to ensure all seats were occupied and to prevent disappointment for those wishing to attend. The club would look to producing some videos to promote the resale platform and to show how the platform operates.
Family season tickets – are available for families. The adult and junior rates are discounted: Tickets have to be bought with an adult ticket.
· Adult – £440 rather £500
· Junior – £100
· U/18 – £200
The Family season tickets are available for A and J in the Main Stand, which are now near full, and for the White Horse Lane Stand where spaces are still available.
Women’s Season Tickets – these are sold by the box office. Clarification was requested on whether both League and Cup matches would be included. The club were awaiting the new General Manager for the Women’s Teams, Grace Williams, to come on board on 1 June 2023 before considering and making announcements.
Ticket Prices – There will be a slight increase in match day ticket prices, These will not be advertised until they go on sale, possibly around the first week in July. This may be influenced by Sky/BT Sport selections.
Tottenham Away Tickets – concern was raised about 2 out of the 5 blocks available were for digital mobile phone tickets, and the 3 non-digital blocks sold out quickly, so displacing those with qualifying points. The match was advertised as digital tickets and most people had digital tickets. A handful came back for physical tickets. It was an away digital trial. Tottenham want all ticketing to be fully digital in the future.
The topic has been discussed by the Premier League – the transfer of tickets are not safe and can encourage touting, With digital ticketing this can be locked down and the purchaser can give the ticket back to the club or attend the match. The club would not wish supporters to loose loyalty points or block other supporters, Where people have disabilities there will always be something done to assist. There will be more digital trials next season.
Away seating plans – as those provided to away clubs often failed to reflect reality, it was requested that this be raised by the SLO at the next SLOs’ network meeting. Premier League (PL) SLOs meeting had yet to take place.
Away Allocations – a full allocation of seats were taken for Southampton Tottenham and Fulham, but not for Wolves and Leeds which did not sell-out.
Coach – clarification was sought as to whether liaison was taking place with other clubs about away travel arrangements for supporters with disabilities. This was being undertaken including confirming details of drop off points and parking for ease of access on exiting.
Academy tickets – queried why pdf and paper ticket options were not available when buying online for matches such as the U21 Cup Final. Supporters could get pdf and paper tickets from the box office – by emailing or phoning. There were concerns that pdfs were easily manipulated by ticket touts.
COMMUNICATIONS
Website – it was queried whether there had been any progress on the suggestion of developing a calendar of matches/events for ease of reference, so integrating information. It was uncertain whether this was possible, as any official match changes, would create an automatic change on the InCrowd system. A check would be made to see whether feeds can be brought together.
Programmes – the club was commended on retaining the standard of the programme and asked if there had been any consideration of content and price for next season. There was no plans as yet – a meeting would be held with printers and on pricing. Features would be discussed during the summer.
Palace TV – there is free to watch and TV plus – both are very popular including press conferences, highlights, and training ground views. Palace TV has performed well and grown with live broadcasts, successfully highlighting the Academy and double streaming since last year. The quality is high for supporters and engagement is good.
Socios – the programme regularly advertised Socios, but other than reference to a QR code there was no warning about crypto tokens and what supporters receive for their interest. Sponsors lead on advertisements in the programme and the information provided is their responsibility. Further information on Socios tokens would be for reference to the Socios partnership team. Supporters can email Supporter Services on customer.service@cpfc.co.uk and it will be forwarded on.
STADIUM
The Main Stand development – it was hoped to start on the development next summer. Currently there was enabling and testing going on. There was much planning involved.
Rest of the Stadium – the club is looking at refurbishment opportunities for the toilets in the Arthur Wait Stand over the summer and decisions will be made soon as to what works will be carried out, and there would be work on improving the PA system. There may also be other changes which would be noticed on return next season.
Rail Seating – had been installed in row 35 at the back of the Lower Holmesdale for a trial period to the end of the season The Council and SGSA would like to extend the trial with more rows – but there was no final decision.
Family Provision – there are children’s offerings in the food areas and for young people with special needs, sensory items.
MERCHANDiSE
Next Season’s Kit – the club were working on the launch of the kit – but could not confirm too many details. The club were ahead of the last few years and no delays in deliveries were expected. Cinch had a multi-year contract and would continue as shirt sponsor. (Since the meeting the club have displayed the new kit, the team have worn it, and it has been announced on the website: https://www.cpfc.co.uk/news/announcement/crystal-palace-unveil-2023-24-home-kit/site
Scarf Campaign – the club engaged with the suggested scarf campaign two weeks before the proposed match, selling scarves at a reduced price to help motivate support The scarf campaign event went well.
ACADEMY/WOMEN
Academy completion – is now expected to be delayed further from the expected August timeline due to changed layout for the women’s team and office space. The club made it clear that contrary to some rumours the women’s teams were using the Academy to train.
Second Stadium – the club were looking for a stadium for Academy and Women’s Team matches. The club are waiting on Grace Williams to join as Women’s General Manager before progressing. There have been no decisions made on the use of other venues for Academy or Women’s matches Options where the women may play for next season will be reviewed. The club are keen to build on attendances for Women’s team matches and to build a girl’s Academy if a long term home can be found.
Academy Tours – the Academy tours have been stopped for the present but are expected to be revived following completion of the Academy.
AOB
TRAINS
Southern Rail – when Norwood Junction Station in closed, rather than running extra trains to Selhurst or Thornton Heath, Southern had cancelled trains and closed the stations for hours before and after the matches. The club was asked if representationhad been made to Southern Rail. The club has made contact with the rail service, but there is nothing Southern can do and with the strikes it is out of their hands.
FAN ENGAGEMENT STANDARD
Fan Engagement Standard – The club have announced its commitment to the Standard and to setting up a Fans’ Advisory Board. The club have not worked out the logistics, but will try to make it as varied as possible including international and away supporter representation. It is likely there will need to be elections. The club will have to consider during the summer and release their plans before the start of next season. (The initial announcement – (https://www.cpfc.co.uk/news/announcement/club-commitment-supporter-engagement/)
TESTIMONIAL
Joel Ward – the club were asked whether Joel Ward would be offered a testimonial, but the club were unable to confirm this would be given.
CONGRATULATIONS/THANKS
Congratulations – were offered for Eberechi Eze, Sam Johnstone and Marc Guehi on their England call ups.
Thanks – were conveyed for Luka Milivojevic and James McArthur for their service to the club
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