It would be easy to say, ‘I told you so.’

For thirty minutes, it’s estimated that some 30,000 fans were stranded outside the stadium for the first game of the season against Forest, with many calling it chaos and a shambles.

Who could have guessed that the new digital technology would fail?

In fact, throughout the entire process, when supporters’ groups like AISA (Arsenal Independent Supporters’ Association) were asked to work with the club on its plans to go to digital ticketing, we have been worrying about system failures. 

And with our members quizzing us about why the club was pressing ahead with it, we asked as long ago as May, ‘Is there a contingency for a failure of the system?

We all have so little faith in technology - and have experience of when systems go down - that we're being asked what'll happen in the event of a systems failure.’

Clearly, the only contingency the club had was to delay kick-off.

The original idea of going digital was introduced to supporters’ groups back in January when we were invited to join a workshop with the cub.

‘We've spent some time working through some tactical and strategic changes to ticketing next season,’ we were told.

Groups like AISA were asked to hear what they’d come up with and to offer ‘new ideas that we may not have thought of.’

It was not a discussion where we could change the decision to go digital.

The new system was presented as the only way forward.

The justification was sound - mainly in response to the issue of ticket touting and the outrageous prices for tickets being sold on the internet.

And going digital was also seen as a natural evolution for stadium entry since many other venues and sporting stadia have already changed over.

Probably all supporters’ group delegates were doubtful for numerous reasons, including how tickets are shared, supporters without mobile phones, and reliability of the technologies being used. And the club listened. In response to lobbying by the delegates, changes were made to the Ticket Transfer and Exchange processes and many other concerns were covered.

And at 1215pm on the day of the match, all seemed to be working remarkably smoothly. We had reports that tickets sometimes weren’t recognised, and that some supporters had come unprepared.

But in response to the supporters’ groups concerns, the club had worked hard to cope with such eventualities, including extra stewards and a help desk. Issues like people without mobile phones or with older models had been resolved.

Improved communications had gone out and the club (and we) had been urging people to come early, to avoid any crushes at the turnstiles if people were struggling with the technology.

A 1230pm kick-off wasn’t ideal, as offering discounts on drinks to encourage people to arrive early might not be attractive at 1030am in the morning. But all the planning and work seemed to be paying off still. The only thoughts we had were of the Arsenal line-up and the match to be played. 

And then disaster struck.

We expect the club will be issuing an explanation and apology, and by the time you read this, they may already have done so. We imagine that there will be much gnashing of teeth and abject disappointment internally.

The club’s team working on this was dedicated to making it all work and, while there are still unresolved issues faced by individuals around ticket allocations and Silver and Red memberships, the club has been committed and responsive to making digital entry work for the majority of supporters. 

We are also relieved that those trapped outside - and in a sudden monsoon downburst - seemed to have remained patient, to their immense credit, and that, as far as we know, there were no injuries caused by the crush. (Gooner Ed: There was a casualty treated by paramedics at the Emirates today, we are still trying to acertain the cause.]

But what remains, and must be resolved before the Fulham game is to know that the problem has been identified and rectified.

And beyond that, an answer to the question we posed back in May. Is there a contingency for a failure of the system?

AISA represents its members and presents their views to the club.  They concentrate on ‘off the field’ issues that supporters are unhappy about. They are an independent voice for fans, supportive of the club, but ready to act as a critical friend when necessary. AISA is a regular member of the Arsenal Fans’ Forum that meets three times a season with members of the club’s board.

For more information on AISA click here