Sport
Manchester United reinstate season ticket of fan with dementia after fury over cancellation
Fans rallied quickly and the club have now corrected their heavily criticised mistake.
Danny Jones -
21st January 2025 
Manchester United have quickly reinstated the season ticket of a lifelong fan suffering from dementia after it was cancelled following confusion over his attendance.
The Premier League was met with huge backlash this week after a fan account on social media posted a message from a fellow supporter explaining how their grandfather had been stripped of his season ticket for supposedly failing to attend the last five games – only that wasn’t the case at all.
As detailed in the lengthy text shared countless times on X, the elderly fan who not only struggles with the neurological condition but also doesn’t own a mobile phone, has been using a paper ticket with a QR code printed on it ever since the majority of stadiums transitioned to largely digital ticketing systems.
Not only were many quick to point out that e-ticketing can be excluding for fans of a certain age and/or accessibility needs but the result in this instance could have been avoided had they taken into account an issue no doubt many other supporters face week in and week out.
@MUSTChair @MU_ST can you guys investigate this? I am not surprised but this is disgusting behaviour. Granted it's no doubt an automated IT system but the club need to make arrangements for the older/non IT fan
— Si 🔰🏴🇾🇪🤘🏻 (@TheMadBumble) January 20, 2025
As the message goes on to explain, the QR code itself “hasn’t worked all season” and the stewards have simply been making an exception and letting him in on good faith and discretion, along with the presumption that there may have just been an error during the printing of the ticket.
However, since had and could not be scanned on each of these occasions, there was no real record of his entry on their database whatsoever, meaning that he unknowingly hit the limit of games supporters are allowed to miss before a season ticket can be removed.
As a result, not only was his season ticket of more than 45 years cancelled but his seat was immediately relisted for the ballot and quickly sold to someone else ahead of the Brighton game on Sunday, 21 January – at a now inflated price, no less.
Understandably, United supporters and various other clubs were left shocked by the error of the club, damning the decision as “shameful” and disgusting”, with many claiming that they are once again turning their back on so-called ‘legacy fans’.
One person replied: “Man United failing in their duties under the Disability Discrimination Act / Equality Act 2010, with regard to reasonable adjustments, and the club is now vulnerable to legal action […] Scandalous that clubs cannot just do the right thing anymore and only see fans as cash cows to exploit and (effectively) abuse as they see fit.”
What’s even more alarming is the worry that this has already or will happen again to other fans in similar situations, as a fellow Red responding to a response from the club reinforced the same concerns, claiming that they were unwilling to make reasonable adjustments for a family member with Alzheimer’s.
I'm the same. My mum has alzheimer's and I can't always go, especially to night matches but it maybe short notice so can't sell ticket. I asked if this could be taken into consideration at the end of the season and they said no. If you miss games then sell your ticket.
— Lesley.CR7.GB (@shortielady7) January 20, 2025
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Thankfully, as per multiple outlets, the club has now at the very least rectified this particular mistake and although the club’s Director of Supporter Services had been “unhelpful” up until that point, the right steps have finally been taken.
On the other hand, as the original poster wrote following the update, “Good to hear this has now been resolved, but it should never have happened in the first place.”
He quite rightly added, “Well done to everyone who reached out and played their part. Football is nothing without fans.”
Moreover, it’s clear that better measures and safeguarding practices need to be put into place when it comes to contingencies like this because although the Premier League has stated a full switch to digital e-tickets must be complete by the end of 2027 at the latest, there will always need to be exceptions.
As for ticket prices themselves, another banner up at Old Trafford after the club adjusted ticket prices and removed concessions across all categories for the remainder of the season – it read: £66 of your debt, not ours”. It’s not the first time fans have already protested since Sir Jim Ratcliffe’s tenure began.
“£66 you’re taking the p*ss” sing those protesting behind the banner. There are also chants of “you’re forcing us out.” pic.twitter.com/L34l36uvXk
— Chris Slater (@chrisslaterMEN) December 1, 2024
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Featured Images — The Manc Group
