The Real Fan Problem at Manchester City

The Real Fan Problem at Manchester City

After watching City overcome Monaco in one of the most exciting European nights imaginable, it’d be easy to think the next article will be wax lyrical about Pep Guardiola’s side. Or, perhaps to fit in with the mainstream media, it will take away from the spirit shown and focus on the many faux pas we saw and bemoan two poor defences. It will do none of these things but it will attack a certain element of Manchester City, while defending its most important aspect: The fans.

When Willy Caballero saved from Falcao’s penalty, this writer celebrated like City had won the Champions League, such was the level of tension and passion in the stadium. It was a night where the Etihad took it up a notch. The fans feeding off the team’s fight, the buzz energising the players. The perfect example of the symbiotic relationship that should exist between those in the blue shirts and those in the stands.

If the people that have the direct say in City’s success – the men on the pitch – can see the importance of the fan base, why can’t the people that organise the club’s affairs do the same?

The official line from Manchester City will be that the fans are the number one priority: #Together. It’s great marketing, and on some level, there’ll be people that work for the club who believe it. But constant oversight and a lack of corrective action makes one doubt how genuine the words are at corporate level.

Of course, the example last night, and reason for this article, is the continued problem of gaining entry to Etihad Stadium on match day – especially European nights.

To have it happen once is forgivable, twice is disconcerting but no major issue, for it to happen constantly with no cure in sight is sacrilege.

Just like the Celtic game at home, queues zigzagged around the concourse, patiently waiting in lines that needn’t be there but the club refuse to address. Thousands of fans – that have paid full price for their ticket – are expected to miss up to twenty minutes of the first half. All because of City’s arrogance.

Before we go any further, let’s nip the two favourite retorts in the bud once and for all.

Get to the ground with plenty of time to spare.

Fans shouldn’t have to arrive one hour prior to kick-off to ensure access to their seat.

Increased security measures will cause delays.

The extra searches do not slow down or hinder access to turnstiles. They mean the person(s) being searched are delayed by thirty seconds. The queue moves past them, the turnstile never stops turning.

Another, weakly spoken, response, is fans arriving at the wrong gate cause delays. This does happen, and cup games mean new guests or people in different seats, but it does not equate to thirty minute delays. If there is any argument for ticket issues, it’s staff not directing supporters quick enough when their card or ticket is repeatedly jammed into a turnstile that’s displaying a red light. Patience, in this moment, actually saves time.

No, none of the diatribe aimed back at the fans adds up. A main contributory factor is clear: unnecessary redesigns have purposely limited the volume of traffic at preferred gates.

Take the M2 to M1 situation. Once upon a time – before the club started their final corporate solution of hospitality clubs and glass tunnels – allowed fans in the third tier of the South Stand to use both turnstiles. And the traffic flowed, not a queue in sight.

Fast forward to the present day, a wall has been built meaning those gaining entry via M2 can’t walk across to the stairwell for the upper tier. The preferred upper class customer no longer need worry about the upper tier riff raff sharing their turnstile. They can watch them queue instead.

If there’s one thing we’ve learned from Donald Trump’s comments, it’s that people don’t like walls being built.

The annoying thing about this wall is that it has a lovely set of double doors. The same doors that are opened post-match to speed-up everyone’s exit from the stadium. But, for reasons known only to City – those doors must remain closed until the ref blows his whistle for the last time.

etihad-stadium-the-problem-doorIt’d make no sense to allow the queue to dissipate and direct people once inside. Best to keep lots of people disgruntled, right? And it means staff manning the M2 side get to stand around and avoid work based stress. Excellent for all involved…

etihad-m2-empty-gate

Maybe United fans not being in the Champions League have gotten the last laugh: it gives them a free night to take jobs at the Etihad and help run City’s European nights.

It’s not as if City don’t know how many people to expect or can’t call upon vast experience of running match days. No fan should have to wait thirty minutes to gain entry to a ground. And it keeps happening. Against Everton, as reported here, the staff at the turnstile broke procedure and opened the exit gates to allow fans in. That, obviously, can never be the solution, but by now there should have been one.

Instead City show signs of madness, repeating mistakes, expecting a different outcome, and continue to neglect the working class fan. You can put your mortgage on the fact that if ten corporate visitors were made to queue outside in the cold for twenty minutes into the first half, there’d never be anything that resembles a line of people within a mile radius of Eastlands ever again.

Traditional fans, worried about becoming marginalised, continue to see basic consideration diminish. There’s no suggestion here it comes right from the top – Sheikh Mansour has gone to great pains to maintain inclusion for all City fans, all over the world – it’s the daily heads of office that are guilty of mismanagement, oversight, and a lack of care.

The current entry system (not security checks, the poor use of all turnstile resources) is not fit for purpose. If the people responsible for direction and management of City match days do not use some common sense to remove the current façade, they make themselves as effective as the crippled system they stand by.

Before the decision makers in Abu Dhabi consider further expansion, player acquisitions or ground improvements, they should look at the basic running of Etihad Stadium. There’s a lot of deadwood that needs removing.