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Manchester United has agreed to change its season-ticket terms and conditions to make them fairer for fans after being shown the red card by the Office of Fair Trading – but many fans will be disappointed the consumer watchdog did not order more radical changes.
The world's richest football club is amending its terms after the OFT decided they were "potentially unfair". It intervened following a complaint from the independent Manchester United Supporters Trust (Must), which claimed that since 2005 season-ticket prices have soared by between 50% and 60%.
Must also claimed the club was acting unfairly by "forcing" season-ticket holders to buy tickets for all home cup ties. It alleged the club was making fans sign a "blank cheque" for home cup matches.
The OFT said it had identified a number of potentially unfair terms with the club's season-tickets under the Unfair Terms in Consumer Contract Regulations. It had concerns about a number of issues, including season-ticket holders' rights to a seat at all home games, and the potential for fans to be moved from their usual seats for cup games without a proper explanation.
It also felt the club was not providing enough information to supporters about the amount they may have to fork out.
The OFT said the changes being made – which will take effect in time for fans considering season-tickets for next season – would "greatly improve" the protection offered to them.
The club did not agree with the watchdog's verdict but had responded positively and agreed to amend its terms, said the OFT.
The changes mean :
• Every season-ticket holder is now guaranteed a seat at every home league and cup game.
• The club will provide clearer information about when they are likely to be moved from their seats for cup matches.
• The club will give clear and upfront information to supporters before they buy their tickets, so they can work out the maximum total cost over a season, based on the club reaching the final stage in all competitions.
• If fans' season-tickets are cancelled because of non-payment for cup games, they will get a refund of the money they have paid. And a clearer appeal process will be set up to deal with disputes relating to this.
• Replacement tickets will be issued where the original has been lost or stolen.
Mike Haley, the OFT's head of consumer protection, said: "We have worked closely with Manchester United and are pleased the club has amended its season-ticket terms to the considerable benefit of its fans. These changes greatly improve the protection for season-ticket holders at all stages of the process, from upfront transparency on potential costs to a guarantee of a ticket to all home games in all competitions."
In December, the OFT secured an agreement from Tottenham Hotspur to change its terms and conditions relating to ticket refunds, and wrote to the football associations of England, Wales, Scotland and Northern Ireland, calling on clubs to ensure their terms are compliant with the law.
United said it was "pleased to announce that discussions have been concluded with the Office of Fair Trading" after its investigation into the club's terms and conditions of sale for season-tickets.
United's chief operating officer, Michael Bolingbroke, said: "We are very pleased that a season-ticket will continue to include cup matches. That is central to our strategy and we have made the necessary changes for next season to avoid the situation where holders of one-year season tickets were not guaranteed tickets for some cup games. While the number potentially affected was small, we accept that all season-tickets should come with that guarantee in future.
"Most of the other changes to terms and conditions reflect existing practice, but their inclusion in the terms provides fans with greater reassurance and transparency."
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