West Ham United would like to thank all the Season Ticket Holders who have been giving their views on the Club's new Stadium via our dedicated Founders Feedback email service.
Hundreds of you have been in touch to let us know your views on all aspects of London Stadium. Every email has been carefully read, and wherever possible, the Club have acted on your views, or raised them with other responsible parties.
Below you can see a list of the main areas our Founders have commented on so far. Click on each link to see what your fellow Founders have been saying, and how the Club are reacting to continually improve your matchday experience.
The Shuttle Bus
There has been an overwhelmingly positive response from Founders to the Stadium shuttle bus service, funded by West Ham, and superbly run by staff from the West Ham United Foundation and the Queen Elizabeth Olympic Park volunteer service.
All communication we have received regarding the service has commented on how much easier the bus service makes travelling to the Stadium for older fans or others less able to walk – with much praise given to the professionalism and friendliness of the service's staff and volunteers.
Many asked if (where feasible) the carers, family or friends of fans using the service could walk to meet them at the bus arrival point, leaving seats free for those who need them most. This query, of course, was not in relation to adults looking after young children, or disabled fans needing constant care.
The Club is assessing the best way to implement this suggestion, in order to make the Shuttle Bus service an even faster and more efficient way for our fans to access the stadium.
Stewarding and Policing
West Ham United engage in daily discussion with LS185 and their contractors responsible for stewarding to ensure that the efficacy of our stewards is maximised, in order to continually secure and improve the safety of all matchday visitors.
In terms of the bigger picture of the safety and security of our fans around and inside the Stadium- which is always the Club’s top priority, we maintain constant dialogue with the police and other expert bodies, and we are guided in everything we do by their instructions and expertise. All feedback received regarding the Founders’ views on police presence at London Stadium games is passed onto the police and Safety Advisory Group.
We can report that following the match against AFC Bournemouth, the Club revoked the Season Tickets of a number of individuals who not only engaged in persistent standing throughout the match but were also abusive to West Ham supporters who were asking them to sit down. The offenders have been banned from the Stadium for the rest of the season. We thank our fans for helping to bring such incidents to our attention; with your help, London Stadium will remain a safe and secure venue to attend matches, where all members of the West Ham family can experience games with unimpeded views and enjoyment.
The Club are extremely grateful to our supporters for providing us with such detailed feedback which we will continue to use coupled with the best surveillance technology available to pinpoint any issues in order to identify the individuals responsible and continue promoting a safe environment for our supporters to enjoy.
Catering Kiosks
Many Founders have been in touch to say how much they appreciate the expanded choice of food and drink available at London Stadium compared to the Boleyn Ground.
The Club are very pleased to inform supporters that the Board have not only secured a strong service level agreement but also have a watertight contractual clause which ensures that the prices are locked in at a certain level and will always remain in line with that of comparable clubs in London.
As part of the Club’s commitment to affordable football for all it is imperative that fans can enjoy excellent value for money and great service, wherever they sit in the ground, yet another demonstration of the Clubs determination to prioritise the needs of fans over maximising profit. We are confident that as fans settle in and establish their matchday routines, all stadium visitors will also start to benefit from shorter queues for refreshments.
West Ham will be discussing all aspects of Catering Kiosks, and have implemented the suggested improvement of cash only/card only signage in conjunction with catering contractors, Delaware.
Persistent Standing
The Club is grateful to our Founders for providing us with detailed, constructive feedback regarding persistent standing. Thanks to your correspondence and understanding of why persistent standing cannot be tolerated, we have seen great improvement in this area and have thus made excellent progress in ensuring all our fans, including young elderly and disabled supporters, enjoy our matches with unrestricted views. We are satisfied that the persistent standing that was occurring in the upper bowl of the Stadium has now been resolved and eradicated.
This is an exciting new chapter in West Ham’s proud history, and our supporters have a vital role in helping us to become one of the biggest and best Clubs in the world. In order for our stadium capacity to continue growing and for us to progress as a Club, we urge our fans to play their part and stay seated so everybody can enjoy the game and come together in propelling the Club to ever greater heights.
West Ham is more than a football club; we are a family. And we want every single one of our family members to join together and enjoy their matchday experience as much as absolutely possible.
Ticketing and Upgrades
West Ham have been pleased to hear from a number of Founders that the new Club ticket office has been very well-received, and is providing a much quicker, more efficient service than we were able to provide at the Boleyn Ground. We have passed that feedback on to the ticket office staff.
Segregation of fans
We have been working tirelessly behind the scenes together with the Stadium operator LS185 and are confident that issues in this area will be swiftly resolved.