Man Utd have decided to reinstate a dementia-suffering fan’s season ticket after backlash from family and the fanbase online this week.
A screenshot of a message from Sam Waters reads: “Alright mate, just wondering if you could raise and spread a bit of awareness, so that people know how much of a joke the club is actually becoming to proper fans.
“My grandad has had a season ticket for over 45 years and hasn’t missed a home game in 20 years.
“He has dementia and also doesn’t own a mobile phone so he has a paper season ticket where the QR code hasn’t worked all season, we have emailed the club, phoned the club and been into the ticket office and have had back and forth emails with Sam Kelleher (Head of ticketing).
“The last 5 games the stewards have been letting my grandad in due to his ticket not working.
“It has come to our attention that due to his ticket (that doesn’t work) not being scanned for 5 games that they have cancelled his season ticket and sold his seat in ballot today to someone else.
“Sam Kelleher has not been helpful, he said that if we carry on contacting them about the issue they will raise a full investigation into safeguarding on my own…”
This is a disgrace @ManUtd pic.twitter.com/vowCAc5uyY
— Paul Manc Bald and Bred (@MufcWonItAll2) January 19, 2025
The MUST Independent Supporter Liaison Officer put this to the Premier League side, who replied: “Thank you for taking the time to email us and for your concern for a fellow supporter.
“Please be aware that the information shared online does not reflect the situation accurately, and has been posted by someone unaware of the background information. Whilst we cannot share information with you specifically relating to another fan, we can reassure you that as soon as we were notified by the family that there was a problem yesterday, we have been working with them to resolve this to ensure the Season Ticket holder can continue to attend matches and support the team.
“Our Supporter Services and Supporter Care teams are always on hand to assist fans if they encounter problems and are awaiting the family being free to resolve this for them.”
Sam Waters replied: “My response to that is what is not accurate from my message? All season they have known about this issue, and have been unhelpful. They said they would raise an investigation into safe guarding if we persisted to contact them.
“They choose to contact my grandad with dementia to ask if he is happy about his ticket situation, by the time he gets home and been contacted he has would have forgotten his ticket situation and the club are aware of him having dementia.
“That is why we contact them instead of my grandad being the focal point. When we have contacted they said the matter has been resolved as they contacted my grandad knowing fine well he has dementia: they then threatened that if we carried on to contact them to sort it out that they would raise an investigation into safe guarding.”
@MufcWonItAll2 wrote: “Update for everyone asking. The club have now given him the season ticket back after being shamed on Twitter. It should never have got this far in the first place but at least he’s now got it back.”
@UnitedAways: “Good to hear this has now been resolved, but it should never have happened in the first place. Well done to everyone who reached out and played their part. Football is nothing without fans.”
Sam Waters: “Hopefully get a plastic ticket sorted now like all season ticket holders use to have, not only for my grandad but for all fans who don’t want or have a mobile device. Thanks all for sharing and shining light on the issue.”
As per Mail Sport, they have been told that ‘the club have spoken to the family involved and plan to send a paper ticket out in advance of games to prevent further issues in future.
‘The family have told Mail Sport that the issue is definitely not resolved and continues to cause distress to the elderly fan who saw his ticket initially cancelled.’
I wonder if @ManUtd will reinstate my season ticket? I’m still paying for a season ticket due to suspending me (my last game was Liverpool in September) and United sold my seat for £100 vs Brighton only yesterday! Cesspit of a club. pic.twitter.com/26y21q3PPH
— UNOhome . co . uk (@Anton_James) January 20, 2025
It really is, the grandson has been trying for months to get it sorted then the morning after being shamed on Twitter they all of a sudden respond to him, disgraceful the way a life long fan was treated
— Paul Manc Bald and Bred (@MufcWonItAll2) January 20, 2025
Definitely mate, I’ve had so many msgs from fans in a similar position to your grandad. Hopefully shaming them will make them think twice before doing it in the future.
— Paul Manc Bald and Bred (@MufcWonItAll2) January 20, 2025
Twitter users reacted as Man Utd reinstate a dementia-suffering fan’s season ticket after backlash from family and online…
@scousehelen: Glad he has his season ticket back but hope the whole ticket issue is now 100% fixed. If the printed tickets will not work, causing the problem and knock on affect it would be nice if the club gave him a free tour or hospitality ticket for the inconvenience and upset at least.
@mcfraud1: Not enough I’m afraid. That gentleman should have a season ticket free for the rest of his time now.
@Scotwolf2Steve: That’s great news, I bet the fella and family were devastated. Dementia is a horrible disease and football can be a great escape. I was fuming when I read it I still am. But happy he’s got tickets back. Clubs don’t seem to care about fans just TV, Sponsors & selling merch
@awaveacrossabay: This looks awful for Man Utd, but all PL clubs are heading this way. None of them want loyal ST holders anymore, they all want the tourists, spending money like it’s going out of fashion. The treatment of loyal, proper supporters is disgusting.
@Pablo___93: Well done twitter good to see loyalty amongst the fans 🙏🏼
@Nel_Powell: Should never have happened in the first place!
@joshcowley1998: Great to hear this has been resolved
@ConradWiacek: This club is infuriating. Have to be shamed into acting right.
@GeorgeWrl: Something that’s semi normal back in the club. Well done to whoever did this to that poor fella
@DAF_MUFC: Shamed into it more like
@Rory_Bond: oh that’s good of them.
@mufc4thefans: The fact they did that in the first place or the wording used was ridiculous but that’s how they treat supporters now
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