Open Letter to Arsenal's Disability Liaison Team and Club Leadership
An impassioned and important letter from a sight-impaired Arsenal supporter reacting to in-person tickets collection challenges
Dear Arsenal Football Club, Disability Liaison Team & Club Leadership.
I hope this message finds you well.
I write as a lifelong supporter affected by the recent shift to mandatory in-person collection of away-match tickets—a policy clearly intended to deter ticket touts, but which has had unintended consequences, placing undue stress on disabled fans and, in many cases, leaving them isolated from the crucial support networks they rely on.
As a severely sight impaired fan, I’ve relied on a trusted network—friends using their memberships to secure extra tickets for carers or drivers—so I can attend matches safely and with dignity, especially on longer European journeys.
However, the new ticket collection rules have left many well-intentioned supporters unwilling to help, fearing sanctions if they cannot collect in person.
This has made travel planning fraught with anxiety and left many disabled fans feeling isolated.
I propose a fair and practical adjustment: allow disabled supporters to book necessary extra tickets using eligible memberships, with the disabled lead fan permitted to collect all tickets in person if collection is required.
This amendment would uphold the policy’s purpose—preventing touting—while restoring necessary flexibility for fans with access needs.
This adjustment aligns with the Equality Act 2010 duty to make reasonable adjustments for disabled individuals and responds to the growing cost barriers highlighted in the 2024 Level Playing Field Annual Fan Survey, where “cost of attending” saw the largest overall rise among barriers for disabled fans (UK Parliament, The Guardian, Level Playing Field).
To illustrate, my plans for the PSG away fixture collapsed.
Friends were ready to assist, but the policy made the arrangement unworkable.
I ended up booking a hotel, taking extra leave, and incurring significant unexpected costs—all despite having companions with valid memberships prepared to support me.
After raising this with the DLO, I was advised to escalate via the Fans’ Forum.
But with no confirmed forum date and no active chair for the Arsenal Disability Supporters’ Association, the issue remains unresolved—even as away ticket sales continue.
This has created an urgent situation: I’ve already overpaid for a ticket I may not even be able to use, and I’m being forced toward unofficial channels—ironically the very market the policy seeks to deter.
This situation is both unfair and counterproductive, isolating disabled supporters and undermining club-sanctioned support structures.
Questions for Arsenal Football Club on Fairness and Inclusion:
Do you consider it fair that the current policy disproportionately penalises disabled supporters—isolating them and causing undue stress by undermining their support networks?
Will the club consider amending the policy to allow a lead disabled supporter to collect all tickets booked under eligible memberships, ensuring fair and effective access?
What assurances can you provide that Disability Access
Members will not be put in untenable positions—forced to choose between compliance and having essential travel support?
How can the Arsenal Disability Supporters’ Association and Fans’ Forum be expedited or supported so this urgent issue can be discussed and resolved promptly?
Could this improvement be championed league-wide, perhaps via the Football Supporters' Association, ensuring consistent fair treatment of disabled fans across all clubs?
I deeply appreciate Arsenal’s efforts to enhance matchday accessibility over the years and would welcome the opportunity to help develop an inclusive, workable policy on this matter.
Thank you for your time, consideration, and ongoing support for all fans—especially those facing additional challenges.
DO THE WRIGHT THING!!
Yours sincerely,
Disabled Access Member