Sunday night might have been a disappointing result on the park, but it was an example of Partick Thistle fans at their very best. A fully sold-out away end, a sea of red and yellow, a loud singing section from kick-off to the final whistle, and no crowd trouble.
What a contrast with events earlier in the day across the city. Thank you for being fantastic ambassadors for our football club.
Recap of ticketing issues
Fans got in touch with us late last week to raise two related concerns about the ticketing arrangements for the Scottish Cup quarter final tie at the SMISA Stadium.
Firstly, St Mirren FC had emailed a number of fans, who had bought tickets for the home end, advising that their tickets had been cancelled and that they would not receive refunds.
Secondly, St Mirren had advised that the cancellation of tickets was based on, among other things, home end ticket purchase history data held by Partick Thistle.
We called on St Mirren to issue refunds to those spectators whose tickets had been cancelled, and sought clarity as to the legal basis on which personal data had apparently been shared between the two Clubs.
We indicated that we would provide a further update to supporters once we had been given a detailed account by both St Mirren and Partick Thistle. We are now in a position to provide that update.
Outcome - Ticket Refunds
“With regard to the tickets that were cancelled, we recognise that different clubs may take different approaches depending on the circumstances involved. As you note, these matters ultimately sit within the terms and conditions under which tickets are sold. We are currently reviewing the relevant transactions and any associated refund requests, and these will be considered on a case-by-case basis in light of the circumstances involved and the applicable ticketing terms.”
While ticketing policy is ultimately a matter for the home club, TJF’s position remains that all cancelled tickets should be refunded. We would encourage anyone prevented from attending the game by the cancellation of a ticket to make a refund request.
Outcome - Data Sharing between Clubs
“In relation to the matters you have raised around supporter data, there is existing guidance within Scottish football which allows clubs to make limited enquiries of one another where there is believed to be a legitimate operational or safety consideration connected to the running of a match. Any such requests are intended to assist with matchday arrangements and are made with regard to applicable data protection legislation and the principles of legitimate interest.
We recognise, however, that this situation has highlighted questions around how these processes should operate in practice. We understand that Partick Thistle are reviewing their own internal approach and are seeking further clarity from the relevant football authorities on the appropriate framework for such matters going forward. We welcome that discussion and would support the development of a clearer framework for clubs in future.”
After a proactive internal review of the incident, Partick Thistle also provided us with the following update:
“There is existing guidance outlining how Scottish football clubs can request the sharing of personal data where there is a valid lawful basis connected to the safe running of a match.
On that basis, ahead of our Scottish Cup match last week, we responded to a request from St Mirren asking whether certain individuals were in our club database.
The only information shared by Partick Thistle was confirmation as to whether those individuals appeared in our records in relation to home end ticket purchases. No other personal data was disclosed, and we have acted within the law with what we provided, and how we provided it.
But having reflected on that request, the basis on which it was made, and how we responded, we now feel we should have acted differently, and are committed to a different approach moving forward.
It is not sufficient for clubs to be left to interpret loose guidance. Better procedures are required to protect and better serve both individuals and clubs in future. We are now reviewing our internal approach, and we will also ask the SPFL and the Scottish FA to replace the current guidance with proper rules and procedures backed by a clear legal framework.
Once that review is complete, our position will be straightforward. Partick Thistle will not share supporter personal data with another club or any other requesting party unless a higher and clearer legal bar is met. We will communicate the new policy once it is complete.”
Both Clubs have therefore indicated they are satisfied this instance, that there was a legal basis for sharing personal data. But as Thistle especially have rightly acknowledged, the bar for disclosure should be higher than simply what is legally permissible.
In our view, the culture at fan owned football clubs should be to protect supporters’ data vigilantly and to disclose it only (a) where required to by law or (b) with supporters explicit and informed consent.
We welcome the review of internal policy at Thistle. We would also welcome a more joined-up and consistent approach to personal data issues across the SPFL and SFA member clubs.
Despite being a fan-owned Club for some time now, as has been seen in other fan-owned clubs, there are challenges embedding a fans-first culture at Firhill. While lessons have been learned on the specifics of this situation, it could and should have been avoided.
As the Club works towards launching it’s Strategic Vision in the coming weeks, your TJF board will continue to engage positively with the Club in the weeks and months ahead to ensure that this message is understood across the whole Club.