Arsenal apologise to dying fan after i story highlights ‘totally unacceptable’ response

The Arsenal supporter, Alys Courtney, who was told she could not transfer her Red Membership to a family member and was wished the best for her recovery, despite telling them she had terminal cancer and less than a year to live, has received a profuse apology from the club.

Arsenal’s Fans Services Manager, Anita Crowley, reached out to Courtney after i contacted the club on Monday asking them to explain Courtney’s awful treatment and the callous response.

Last week, a club official replied to Courtney’s email saying “we are very sorry to hear that you have been diagnosed with breast cancer, we wish you the best with your treatment and recovery process”, despite her informing them she has less than 12 months to live.

‘Totally unacceptable’

On Tuesday, the email to Courtney said: “This response was totally unacceptable and I make no excuses for this error. One of my team made a terrible mistake and I can see that this has caused you unnecessary worry.

“I can assure you that I will deal with this internally to ensure that the team member is given any training necessary to ensure that [they provide] our fans with the level of service that they deserve. I appreciate that this does not make things better for you but all at the club are truly sorry. I can not apologise enough for any distress that this has caused you.”

Arsenal had said it was against policy to transfer memberships but they are now allowing Courtney to pass her Red Membership on to a family member when she dies. It takes on average a decade of Red Membership to be promoted to a Silver Member, with increased benefits, and Courtney, a lifelong Arsenal fan, wanted to pass on her hard-earned years to her nephew.

The club also extended an offer for Courtney to attend a match at the Emirates Stadium as their special guest.

Courtney told i on Monday: “I was more upset with the blasé response wishing me a speedy recovery – I’m not going to recover.”