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Frequently Asked Supporters Questions

Frequently Asked Supporters Questions

FASQ

 

To provide some detail around some of the non-football issues at Swansea City, the club has introduced a new FASQ (Frequently Asked Supporters Questions) section where supporters can submit questions to key personnel at the Liberty Stadium.

The club will endeavour to answer any questions to the best of its ability so that supporters have a clear understanding to some of the decision-making policies.

This FASQ section is split into various topics covering the likes of travel, stadium, matchday operations and ticketing. It will be an ever-evolving section where we will add new questions and answers on a regular basis.

Supporters who have any questions for the club on a ‘non-footballing’ topic should email [email protected]


TRANSPORT

 

Q: Can the access to and from the Landore Park & Walk site be improved?
A: The club has increased the stewarding presence at the site and changed the road closure plan to try and improve ease of access and departure. While there has been an improvement, we will continue to monitor the situation.
 

Q: Why does the club close the roads around the stadium after the game?
A:
This is carried out in conjunction with South Wales Police on pedestrian safety grounds. These road closures are lifted as soon as it is deemed safe for pedestrians. The road closure programme is under constant review and assessment.
The club is also in constant dialogue with Swansea Council to improve the traffic light system around the stadium. For example, changes to the traffic light patterns at the Morfa Retail Park has seen an improvement in traffic flow around this area.

 

Q: Why can’t we turn left out of the Landore Park & Walk site and use the bus lane to link up with the new Hafod relief road?
A: The club has been in constant contact with Swansea Council to open the road to allow this to happen on a temporary basis to clear matchday traffic. Unfortunately, due to the configuration of the road, Swansea Council will not grant permission and cars using the bus lane will continue to receive a penalty fine from the active cameras in operation on this route.
 

Q: Why can’t the Landore train station be opened again?
A: The club has been in discussions with the Welsh Government and it is an option we are still pursuing. Ken Skates, the Cabinet Secretary for Economy and Transport, has informed the club that a proposal for reopening Landore station is being considered as part of a Welsh Government assessment of proposals for new rail stations. The Landore station proposal is being considered as one of 12 shortlisted locations as part of the second stage of a three-stage process. Please reach out to your local elected representative to voice your support for the re-opening of the Landore station.
 

Q: Why isn’t there more public transport, especially buses, servicing the stadium after a game?
A: We have been requesting First Cymru, who have the service contract for the area, to increase the number of buses in operation on a matchday for a number of years. Unfortunately, we have been unable to persuade them to improve the service.
As a result, we partnered with Zeelo in March 2018, an on-demand coach service, to provide specific routes around south west Wales to transport supporters to and from the stadium on a matchday. We currently have seven routes in operation with the view to expand the service to meet any demand going forward.
Further details on Zeelo are HERE 

 

Q: Why was the Tennis Centre car park closed?
A:
Unfortunately, it is a Swansea Council-owned parcel of land which is currently being sold to another party. This has been an on-going process for the last two years. Despite requests from the club to Swansea Council to keep it open until the land sale has been finalised, we have not been granted permission.
 

Q: Why can’t we have better park and ride options?
A: The club currently has two park and ride sites at the Recreation Ground (St Helens) and Velindre. Usage of these sites is low. We are therefore constantly reviewing other options and venues and hope to announce further details in due course.
 

Q: Can the footpath running via the Academy between Beaufort Road and the stadium be improved as it is dark, slippery and often flooded?
A: As we do not own the footpath, we have made requests to Swansea Council to improve the maintenance of the walkway and the lighting. The area also has an environmental ‘restriction’ placed on it as it is a designated corridor for bats, which restricts the use of lighting. However, we are continuing to pursue a suitable solution.

 

TICKETING

Q: Why is there a booking fee of £2.50 (per match ticket in person and phone) and £1.25 (per match ticket online)?
A: The booking fees are directly related to charges incurred by the stadium and football club in respect to the use of our ticketing system, operations and the costs associated with credit card transactions.
The fees charged by the credit card companies amount to a significant cost in addition to the ticket price. Whereas previously these costs have partly been recovered through fees applied by the stadium ticket office to credit card transactions, new Government legislation introduced on January 13, 2018, meant the stadium could not continue to charge ticket purchasers these fees.
While the new booking fee structure has been introduced to offset some of these costs, it is important to recognise that neither the club nor the stadium generates any incremental revenue from these changes. The booking fees simply helps to cover the costs charged by our ticket supplier.
The club does subsidise ticket prices for our supporters in other areas. For example, the £10 discount on all away ticket purchase for Jack Army members costs the club around £250,000 and is the cheapest in the Premier League.
There has also been no increase in home ticket prices, both from a season ticket and matchday perspective, for the last six seasons. Matchday prices have dropped for season 2018-19, while we now also offer further discounted tickets for Jack Army members. We are taking supporter feedback on board and will continue to look at ways of keeping matchday costs as low as possible.
 

Q: Can something be done to stop away fans frequently obtaining tickets in the home sections of the ground, especially for the games against the ‘top’ clubs?
A:
As a club we regularly check all ticket purchasers against our databases and that of opposition clubs to analyse ticket purchase history. A number of supporters at each fixture will have their ticket cancelled if we feel they have purchased in the wrong part of the stadium to the team they support. However, if a spectator passes on their season ticket, for example, or are locally-based away supporters, then the situation is very difficult to avoid. The stewards will also monitor supporter behaviour throughout the game.
 

SAFE-STANDING

Q: What is the club’s view on safe standing areas at the Liberty Stadium – and in general?
A: The club’s stance has remained the same for a number of years. If safe-standing has the approval of the Government and the EFL, then as a club we would be happy to work with the relevant bodies to investigate whether it is something that could be implemented. It would also require further in-depth consultation with our supporters. The club is currently monitoring the situation and, in the meantime, safe-standing is not an option.

4G & WIFI

Q: Can the club improve the 4G signal in the stadium and introduce wifi?
A:
The club has been in discussions with a number of mobile carriers in relation to placing additional antennas at the stadium. This is ongoing but is proving extremely expensive. It is a similar situation regarding adding an improved wifi option across the stadium to supplement our current hospitality wifi provision. Costs for a basic stadium installation start at a minimum of £500,000 which would also have to be re-worked with additional finance if a potential stadium expansion progressed.

TANNOY / PA SYSTEM

Q: Can the club improve the tannoy / PA system in the stadium on a matchday as it does not work effectively in certain parts of the ground?
A:
Unfortunately the tannoy / PA system that was installed by Swansea Council when the stadium was first built was never up to standard and fit for a 20,000-capacity stadium.
The club is aware of its failings, but the cost to rectify the situation is extremely expensive. Rather than invest in replacing the system immediately, it was felt to be more cost effective to build it into any future stadium expansion. Otherwise the club would have to pay for it twice. However, we are currently revisiting the issue to implement a potential short-term solution.

SMOKING

Q: Are there smoking areas at the stadium?
A: The Liberty Stadium is a no-smoking venue. However, the club has introduced an area outside the East Stand to ease congestion in the concourse at half-time. This area is available to smokers to utilise.

CATERING

Q: Is the club in charge of catering at the stadium?
A:
Not directly. The catering at the stadium, including hospitality lounges and concourse outlets, are franchised to an outside catering company, which is not uncommon throughout major sporting venues. The company that currently holds the franchise is FMC, which is part of Compass Group. The club receives a percentage of their sales throughout the stadium. The catering contract comes up for renewal at fixed stages.

FAN FEEDBACK

Q: What is the club doing to receive feedback from supporters?
A: We hold supporter Q&A events throughout the year where fans have the opportunity to question members of the football team management, players and senior officials from the club. Additionally, we are implementing a series of fan focus groups across different areas of the club to cover matchday experience, digital and community/charity to get better supporter insight. Senior officials of the club also meet on a weekly basis with representatives of the Supporters Trust. We are also happy to receive queries from supporters directly via email on [email protected]

LIVE STREAMING

Q: Can I live stream ALL the Swans games via the club’s new SwansTV service?
A:
No, there are limitations on what games you can watch depending on where you live in the world and whether the likes of Sky Sports or other international rights holders are showing the full game live on TV. Due to EFL broadcast restrictions, the full international live streaming service is unavailable to fans in the United Kingdom and Ireland. However, those domestic supporters will be able to watch all live games that kick off outside the 3pm Saturday window, with the exception of Bank Holiday fixtures and those shown live on Sky Sports. The club has made a major investment in their infrastructure to deliver supporters an improved multi-camera service that will also include commentary, replays, additional graphics and a pre-match, half-time and full-time studio show. Again, under EFL rules, the club’s live streaming and audio commentary can only be made available via a paid subscription model. All the club’s league fixtures will also be covered by live audio commentary at home and abroad, plus cup games where permitted, via subscription.
You can find more details HERE with FAQs and prices HERE and T&Cs HERE

EQUALITY

Q: Has the club got an equality policy?
A: The club is committed to promoting equality of opportunity to everyone who wishes to be involved in the club. It is committed to avoiding and eliminating unfair discrimination of any kind and will, under no circumstances, condone unlawful discriminatory practices. The club strives to ensure it provides an environment where everyone’s rights, dignity and individual worth is respected.
You can view the full policy HERE  together with the Club Charter, Data Protection Policy, Privacy & Cookie Policy, Safeguarding Policy, Ground Regulations, Season Ticket Conditions, Health & Safety Policy and Action Plan.