CSR QUESTIONS/COMMENTS FROM FANS – SEPTEMBER 2025

Ticketing

Q -Following on from digital system can you request the club allows any supporter wanting to switch back to card to allow them please.

A- The club is encouraging anyone who has an appropriate device to use digital ticketing. If anyone is struggling with digital ticketing, they are able to contact the club directly for assistance.

Q - Could you ask if the club is going to do something about the long queues caused by the new digital ticketing system. My mum cannot stand for long because of a back problem and last game the queue took over 20 minutes. She was in a lot of discomfort by the time we got to our seats.

A - While the digital ticketing is new, this is the same technology in terms of turnstiles and instead uses the NFC chip in mobile devices rather than the physical card. Issues identified at the turnstiles appear to be individual device or user issues rather than issues with the technology. Turnstiles open 90 minutes before the match and we would encourage supporters to arrive in good time ahead of kick-off. If there are any individual access requirements, please email accessibility@canaries.co.uk.

Q - A few seasons ago they released the on-sale dates for every match for each group. This was great as I could print it out and put a reminder in my calendar for each day. Can this be done again?

A - Following feedback from fans, on-sale dates are no longer released in this way. Instead, these are released by the ticket office roughly three to four weeks before each match as it allows more flexibility for ticket selling dates and the ticket office can (where allocations allow) combine sales groups so that friends and family can purchase tickets together more easily. An up-to-date list of currently announced on sale dates can be found on the ticketing homepage and also on the home games and away games pages of the website. Sales dates are also announced via a news article, social post and also an email to members.

Q - I don’t like that away match picks were given to effectively home fans. I went to over 10 away matches with my son and we weren’t able to get an Ipswich away ticket guaranteed which was really frustrating. Away fans should get first pick!

Q - With a minimum allocation for the Ipswich away, why match picks seem to have got priority over other members who may in category 2. Previously match picks were not available for this fixture.

A - Match Picks are capped at 50% of the allocation and the remaining allocation of tickets will then go on sale to supporters in order of the priority sales groups. Tickets for Ipswich went on sale to group 2 members.

Q - Given that away games are well attended can they possibly release more blocks for sale to the first priority groups? We always seem to end up in the corner which is frustrating when we see better blocks appear later!

A - This is not possible as tickets are sold in blocks by the away club. We do this ourselves at Carrow Road for visiting supporters, otherwise there would be large amounts of empty seats in the away end, and we sell remaining away tickets that have been returned to our own fans.

Q - Why can’t they go back to emailing us print at home tickets for games we can’t make? Passing them on has been and will continue to be a nightmare. I think when that is because we can’t make a game and it needs an upgrade etc then it becomes a problem for them.

A- Tickets can be forwarded to friends and family via your OneCity Account and upgrades can also be made. When transferring you can select to forward this as digital ticket or print at home ticket. A guide can be found here: https://www.canaries.co.uk/content/guide-to-forwarding-digital-tickets

Q - A few issues obviously with the digital tickets. My problem has been with the possibility of transferring mine occasionally to a grandchild who is not a member and does not have a e mail address. Their parents do not have access to printer and haven’t found out how to do this yet.

A - We would recommend forwarding the ticket to the adult accompanying the child attending. Two tickets are able to be on one device.

PA System

Q - Are they getting the PA system sorted? Sounds like they have their head in a bucket can’t understand a word in the Joma.

A - The back-end work has now been completed on the PA system. A phased review/replacing of external speakers is now underway.

Transport

Q- There was talk of a link up with the Park & Ride sites in Norwich, is there any news on this please and thank you?

A - There was a trial for the first two fixtures of the season. Any decisions going forward on this would be a business decision for the Park & Ride on whether they would consider this route viable.

Stadium

Q - I honestly think that the time has come to put another tier on the stand where the players come out. This needs to happen we would fill another tier and that brings in more money to the club yes it would take time, but you have to speculate to accumulate.

A - A separate announcement on this will be made in due course.

Q - Can there be better facilities/room to meet friends in the Regency Stand? It’s so cramped and no space to socialise. Totally agree - it’s inadequate.

A - This is an old/tight stand; however, supporters can access Yellows Bar from the Regency Security Stand (Lower).

Q - Was there not a thing about taking over Carrow Road and expanding the main stand?

A - There will be a separate update given in terms of Carrow Road development.

Q - Can there be more Toilet access outside stadium? - There's only one in Bottle Bar. More toilets outside would encourage people to buy more from vendors outside.

A - Wider plans will be announced in due course for external fan areas.

Q - The gents toilets in the South Stand need renovating or decorating. As a pensioner who has to use the cubicle there is always a queue and not much room. When is this going to happen?

A - There will be a separate update given in terms of Carrow Road development.

Q - Any chance of the screen rotating round when the line ups are on, and rotating round, when we score at the river end, so the Barclay and Snake Pit can see the replays?

A - The screen will no longer rotate in game due to technical issues.

Food & Drink

Q - Can we have more bars for home fans like Yellows around the stadium?

A - There will be a separate update given in terms of Carrow Road development.

Q - Can we possibly have more variety of food in Snakepit - pies, sausage rolls, and hot dogs is all there is. What about some chips?

A - This is one of our smallest and oldest stands. Unfortunately, this is one of our most limited ranges for food and beverage owing to the serving space. There is no space for chip fryers in this area.

Q - Can there be a continuation of the drinks promotion?

A - This is being reviewed internally and any updates on future promotions will be communicated to supporters.

Q - Can there be vending machines in the ground, so you don’t have to queue at the bar for a soft drink please?

A - This is being actively considered internally and by the club’s external food and beverage group made up of supporter representatives.

Q - Secondly, can the catering in the South Stand concourse improve? Staff try hard but the organisation is poor, and they are constantly walking behind to get things. Nothing seems to hand.

A - Could the supporter please provide more specific feedback to supporterrelations@canaries.co.uk

Q - Can you please ask why have they changed the pie supplier as they don’t do ordinary beef pies anymore, only beef and cheese as I used to have pie and chips and a pint. This was my ritual before the game but now, I will have to go somewhere else.

A - We recently announced Willy's Pies as our new men's sleeve sponsor for the 2025/26 season. As well as featuring on the sleeve of the men's kits this season, Willy's Pies will be available in all concourse kiosks on matchdays at Carrow Road in three flavours; beef mince and Westcombe cheddar, roast chicken & sage and onion or curried potato, pea and mango chutney.

Q - Can we have more variety of crisps and chocolate, especially in the Snake Pit?

A - Following supporter feedback from our matchday surveys we have added new chocolate bars, confectionary and drinks to our kiosks. These should now be in place, including in the Snake Pit.

Q - Can we have good old-fashioned coffee back please – no frills. This season’s is not nice.

A - Following supporter feedback from our matchday surveys we have a new hot drink provider in South East Coffee who have been added to our regional partners. South East Coffee are a family-run business based in NR4 since 2012 by City fans Carl and Rebecca Chilton.

Q- Can there been some other milk alternatives for those that are lactose intolerance?

A - This will be considered internally and by the club’s external food and beverage group made up of supporter representatives. However, we are limited in kiosk space and the limited half-time serving window.