SPURS Club Charter 2015-16

CLUB CHARTER
SEASON 2015/2016
The Tottenham Hotspur Football Club Charter outlines our principal
commitments and policies, including those for ticketing to ensure
transparency and accountability.
02
Tottenham Hotspur is proud of its
relationship with fans and constantly
strives to improve supporters’
match day experience and day to day
interaction with the Club. If you do
have reason to complain on a match
day, please speak to a steward or a
uniformed member of staff. We find
that 95% of all complaints can be
resolved at the time of the initial
problem. If your complaint cannot
be resolved on the day or is
concerning another matter, please
contact us at the main Club address,
by email to: supporterservices@
tottenhamhotspur.com or call us
directly on: 0344 499 5000.
We will acknowledge receipt of all
email correspondence and seek
to respond to any communication
within ten working days, though this
may increase during peak periods.
Should you be dissatisfied with the
response you have received or feel
your complaint has not been resolved
and refers to a Club specific issue,
you can escalate your complaint for
final resolution to the Club’s Head
of Supporter Services or, if your
complaint refers to a particular
competition, with the governing
body (the FA, Football League,
Premier League or UEFA ). Should
you still remain dissatisfied with
these responses, you can escalate
the case to the Independent Football
Ombudsman (www.theifo.co.uk).
In the event of any supporter
breaching the Terms and Conditions of
One Hotspur Membership and/or the
Ground Regulations (incorporating
all applicable law), we reserve the
right to exclude the supporter from
the stadium for a defined period
or indefinitely. Any supporter who
is excluded from the stadium will
be provided with details in relation
to their exclusion and can write to
the Club for further information at
[email protected].
The stadium remains the private
property of the Club and the Club
retains the sole discretion in allowing
access to the grounds.
The Tottenham Hotspur Football
Club Charter outlines our principal
commitments and policies, including
those for ticketing to ensure
transparency and accountability.
Our history, heritage and
tradition – It’s what we have
become known for and we shall
always respect our past.
The matchday – We aim to
achieve the very best matchday
experience in every aspect with the
enjoyment and health and safety
of supporters our utmost priorities.
Our ticketing policies are outlined in
full on pages four to ten.
A smoke-free Stadium –
White Hart Lane is a totally
smoke-free environment.
Our community – We recognise
the important part we play within
our local community and, as such,
continue to invest in it through
our growing Tottenham Hotspur
Foundation by working closely with
the London Boroughs of Haringey,
Enfield, Barnet, Waltham Forest and
Epping Forest District Council.
Eliminating discrimination from
football – We do not tolerate
discrimination of any sort at the
Club, on the pitch or in the stands.
As such, we participate in a number
of initiatives, some in partnership
with other organisations, aimed
at eliminating discrimination from
football permanently.
Our nominated charities –
and the good causes we support.
We recognise our corporate social
responsibility and so each season
the Club will nominate specific
charities and other good causes
that we will work with.
Quality merchandise – We aim
to provide a range of quality
merchandise for the benefit of all
our supporters. Our merchandise
refunds and exchange policy is
as follows: If goods are not suitable,
they are fully refunded* or exchanged
provided they are returned promptly
to the point of sale within 28 days in
new and unused condition, with their
original tags and wrapping intact and
proof of purchase. Our replica range
for Season 2015/2016 will have a
one-season lifespan.
Our staff – The Club is an equal
opportunities employer and all
applicants for employment will
be regarded equally and be given
equal opportunities irrespective
of their race, colour, nationality,
religion, sex, sexual orientation,
marital status, age, disability or
ethnic origin.
* Except special items (e.g. printed replica shirts).
Please see specific reatil terms and conditions
for further information.
03
Our ticketing policies are outlined below.
Our guiding principles in determining ticket
policies are that they should be fair and right
for the majority of our fans and should reward
those who attend most regularly.
When the Club classes a game as
being sold out, the ticket resale
marketplace from StubHub will
become active. One Hotspur Season
Ticket Holders can resell their seat for
matches they cannot attend, at a price
they set.
For more information visit
tottenhamhotspur.com/tickets/
stubhub
Ticket allocation – Tickets are
allocated differently for home
League fixtures, home Cup
fixtures, away League fixtures
and away Cup fixtures. See the
relevant section in the following
pages for further information.
04
Ticket purchasing methods –
Match tickets can be purchased
in the following ways, subject to
ticket allocation and on-sale dates.
Please refer to the Club’s
Communication Channels for full
ticket details of the relevant fixture.
When the Club announces on-sale
dates and times, the same on-sale
date and time applies to the online
ticket service (booking fees apply).
Before booking home match
tickets, please note that our online
booking service is the fastest and
most effective way of securing
your tickets.
Online – Tickets may be purchased
24 hours a day, seven days a week.
Log-on to our home page
tottenhamhotspur.com and click
on “Ticket info” and then the sub
heading of “Buy tickets”. If you have
not already done so, you will need
to register and create an account
before being able to purchase tickets.
By telephone – 0344 844 0102,
Monday to Friday 9.30am-5.00pm.
You will require your postcode and
house number, together with a valid
credit/debit card.
* Tickets purchased online and via the
telephone service are subject to booking fees.
Details of all booking fees can be accessed at
tottenhamhotspur.com/tickets.
One Hotspur –
The Official Membership
Our popular Membership scheme
has five tiers - Platinum, Gold, Silver,
Bronze and Lilywhite allowing fans
to choose a level appropriate to
their needs.
One Hotspur Platinum
A Home Season Ticket*,
an Away Season Ticket**
and registration to the Home and
Away Cup-Tie Guarantee Schemes.
Further information and full
details on the One Hotspur
Terms and Conditions can be
found at tottenhamhotspur.com/
ticketing.
One Hotspur Gold
A Home Season Ticket* and
registration to the Home Cup-Tie
Guarantee Scheme.
StubHub – Every 2015/2016
One Hotspur Platinum,
Gold and Silver Member will
receive access to StubHub,
the Official Ticket Resale
Marketplace of Tottenham
Hotspur. This will allow those
Season Ticket holders who
can’t make a match to sell their
ticket to the game securely
online to other supporters at
a price set by them.
One Hotspur Silver
A Home Season Ticket*
One Hotspur Bronze
Traditional Club membership,
registration to the Season Ticket
Waiting List and the opportunity to
purchase multi-ticket packages
during the season.
One Hotspur Lilywhite
Traditional Club membership
including ticket priority over
non-Members.
For full details of One Hotspur,
how to take advantage of the
related benefits and the associated
terms and conditions, visit:
tottenhamhotspur.com/onehotspur
For season 2015/2016, terms and
conditions apply to season ticket
holders who hold more than one
season ticket in their name or in
the name of a registered business.
The Ticket Office will write to all those
supporters where the new terms and
conditions are applicable.
For more information visit
tottenhamhotspur.com/tickets/
stubhub-faqs
*
A Home Season Ticket guarantees
admission to all 19 home League fixtures,
plus the first two Cup-Ties in either
The FA Cup or the Football League Cup.
**
An Away Season Ticket guarantees
admission to all 19 away League fixtures,
plus the first two Cup-Ties in either
The FA Cup or League Cup. Details relating
to season ticket holders access to seats
for UEFA governed competitions will be
announced prior to the fixtures. Please see
tottenhamhotspur.com for up to date details
on ticketing news for these fixtures.
05
06
In person – At the Ticket Office,
open Monday to Friday 9.30am 5.00pm, matchdays from four hours
before kick-off through to the
half-time whistle. Turnstiles close
at the halftime whistle.
Payment Options – All major
credit/debit cards are accepted
with the exception of Diners Club
cards. All card transactions are
subject to booking fees and
transaction charges as outlined.
A maximum of six match tickets
may be purchased on one credit/debit
card number.
Home League match tickets –
All tickets are subject to
availability and prior commitments.
Prior commitments include Club
sponsors, League (or relevant
governing body), players,
coaches, Executive Club Members,
Vice-Presidents and One Hotspur
Platinum, Gold and Silver Members.
Family (North) Stand will initially be
offered to families (One Hotspur
Junior Bronze and Junior Lilywhite
Members. All accompanying adults
need to be One Hotspur Members).
On the tenth day of the One Hotspur
Bronze and Lilywhite Members’
priority period, all One Hotspur
Members will then have a one-day
window to purchase one additional
Guest Ticket. Guest Tickets are
dependent on availability and are not
guaranteed, and will not necessarily
be near the One Hotspur Member’s
seat. Concession Guest Tickets are
only available for family matches in
designated areas (before tickets go
on general sale).
One Hotspur Bronze Members have
an additional priority window to
purchase one ticket per member
prior to One Hotspur Lilywhite
Member sale. Please see
tottenhamhotspur.com/tickets/
ticket-on-sale-dates
for further details.
After the Club has fulfilled these
obligations, One Hotspur Bronze and
Lilywhite Members have a ten-day
priority period to purchase one ticket.
Priority for match tickets within the
07
Discretionary concession ticket prices are
available in the North (Family) Stand for
all fixtures and in the South Stand for
nominated “Family” matches.
For more popular fixtures,
One Hotspur Members may take up
the full ticket allocation and therefore
tickets will not always be available to
the general public. Should there be any
tickets remaining after the priority
booking period, these will go on-sale to
the general public through the normal
purchasing methods (see page seven
for full details).
When the Club classes a game as being
sold out, our new Ticket Exchange
system will become active. See page
seven for more details on how to use
the Ticket Exchange. Normally the
Club will permit the sale of up to six
tickets in one transaction. However, a
maximum ticket restriction may be
implemented by the Club for
any match.
Away match tickets inclusive of
Cup-Ties – As the Club is given
different ticket allocation options
from the host club, we are required
to confirm our chosen option one
month prior to the fixture date.
Away match ticket information is
advertised through the Club’s
Communication Channels
approximately six weeks in advance
of the match date so that the Club
may gauge demand for tickets.
To ensure the majority of supporters
are facilitated, please submit your
application early if you wish to
purchase a ticket for the fixture.
Successful applications will not be
charged until the week leading up
08
to the closing date. Allocation of away
match tickets is given to the following
groups in this order of priority:
One Hotspur Platinum Members
and the Club’s prior commitments
(outlined on page seven); One Hotspur
Gold and Silver Members, One Hotspur
Bronze and Lilywhite Members.
In the unlikely event of any tickets
remaining, these will go on-sale in
person from the Ticket Office.
For any occasion where demand
exceeds availability, loyalty points
will be used to determine priority
(see page 12 for further details on
loyalty points).
Cup Finals or The FA Cup
Semi Final – Should the Club
participate in a Cup Final or
The FA Cup Semi-Final, the Club will
provide details of all ticket application
processes through its Communication
Channels. However, the quality of the
seat is not guaranteed and holders of
higher-priced membership will not
receive priority or preference for the
better seats over holders of lower
priced membership. As ordinarily
the Ticket Office will only have two
weeks from the receipt of the actual
tickets to distribution to successful
applicants, the allocation process
has to begin immediately and makes
any system of awarding priority by
One Hotspur membership price a
practical impossibility.
Multi-ticket packages –
One Hotspur Bronze Members can
now buy multi-ticket packages
during the season to give them a
taste of what it’s like to be a One
Hotspur Platinum, Gold and Silver
Member (season ticket tiers of
the One Hotspur Membership).
The multi-ticket packages available
to One Hotspur Bronze Members
will be announced through the
Club’s Communication Channels
upon fixture confirmation.
For more popular fixtures,
One Hotspur Members may take up
the full ticket allocation and therefore
tickets will not always be available
to the general public.
Should match tickets for home League
fixtures go on general sale, they can
normally be purchased from 9.30am
the Thursday preceding, three weeks
in advance of the match date (this
date is subject to change) through the
normal purchasing methods (see page
seven for full details). When the Club
classes a game as being sold out, the
StubHub ticket resale marketplace
will become active. See page seven for
more details on how to use the Ticket
Exchange. Normally the Club will
permit the sale of up to six tickets in
one transaction. However, a maximum
ticket restriction may be implemented
by the Club for any match or at any
time the Club deem it appropriate.
Home Cup matches –
One Hotspur Platinum, Gold and
Silver Members are entitled to
free admission to the Stadium
and to sit in their designated seat(s)
for the first two Cup-Ties played by
the Club at the Stadium in The FA
Cup or Football League Cup.
Should the Club be successful in
reaching further home Cup-Ties,
tickets for these games will firstly
be allocated to One Hotspur Platinum
and Gold Members and prior
commitments (as outlined on
page nine)*. Please consult
tottenhamhotspur.com for ticketing
details for these matches as and
when they occur. One Hotspur Silver
Members will be given a priority
period in which to purchase their
normal seat for the match subject to
the Club’s commitments as outlined.
One Hotspur Bronze and Lilywhite
Members will then also have a priority
period in which to purchase a ticket for
the game. Priority for match tickets
within the Family (North) Stand will
be initially offered to families
(One Hotspur Junior Bronze and Junior
Lilywhite Members. All accompanying
adults need to be One Hotspur
Members) subject to match schedules.
The length of the priority periods
for these matches will depend on the
notice the Club receives before the
fixture takes place.
We will make every effort to ensure
these periods are as convenient as
possible and that they also allow
for the opportunity to buy Guest
Tickets. However, on some occasions
this may not be possible. Should
time allow as outlined above, all One
Hotspur Members will then have a
one-day window to purchase one
additional Guest Ticket before tickets
go on general sale. Guest tickets are
dependent on availability and are not
guaranteed, and will not necessarily be
near the One Hotspur Member’s seat.
Where the demand for the
higher-priced seats exceeds
availability applications will be
processed on a first-come-firstserved basis. Should the ticket
allocation for the Cup Final not satisfy
all the Club’s prior commitments,
ticket allocation will be carried out
using the Club’s loyalty scheme.
* Please note, separate arrangements
may apply for UEFA Champions or
Europa League matches.
09
Fixture changes – The complex
combination of TV, the Premier
League, European fixtures and
International weeks, added to Cup
fixtures for both the League Cup
and The FA Cup, means certain
matches may be subject to change
of match date and kick-off time. It
is the responsibility of the ticket
holder to ascertain the rescheduled
match date and kick-off time, which
is communicated through the Club’s
Communication Channels.
The Club is not liable for any travel
or accommodation costs incurred
or lost as a result of these fixture
changes and no refunds or
compensation will be paid
in these circumstances.
NB - FIXTURE CHANGES ARE
OFTEN MADE AT SHORT NOTICE
SO PLEASE CHECK THE CLUB’S
COMMUNICATION CHANNELS AND
NATIONAL PRESS REGULARLY,
INCLUDING OUR ‘TICKET
OFFICE TODAY’ SERVICE AT
TOTTENHAMHOTSPUR.COM
10
Restricted views – Due to the age
of the East Stand, two pillars affect
a number of the seats within the
Upper and Lower Tiers of the stand.
All seats which have one or both
goals obstructed are deemed to be
restricted view seats and as such,
are sold at a discretionary discounted
rate. Other seats within the East
Stand are affected by pillars without
a differential price, as the obstruction
does not affect the view of the goal
itself. It is possible that, from
time to time, additional pieces of
infrastructure may be added to the
stadium that may affect spectators
view of one or both goal areas.
The Ticket Office will endeavour to
inform all supporters if their seat
has a restricted view and the ticket
will be clearly marked with the text
“Restricted View”. Throughout the
Stadium there are safety barriers/
hand rails to ensure supporter safety.
Seats surrounding these barriers are
not deemed to have restricted views.
The Family (North) Stand – In line
with our continued commitment
to attract younger supporters and
to provide an enjoyable matchday
experience for them, the North
Stand will again be designated
for family groups and Juniors.
As such, supporters will only be
able to purchase match tickets
and any available Season Tickets
in the North Stand if they are
accompanied by Juniors.
Abandoned home matches – In the
event of the match being postponed or
abandoned, your ticket is valid for the
new date. For abandoned matches,
the admission charge for the new
fixture is dependent on how much
of the abandoned game has been
completed. If the match is abandoned
after spectators are admitted, but
before kick-off, admission to the
re-arranged match is free. If the game
is abandoned after kickoff, admission
to the rearranged match is at
half-price. Persons wishing to gain a
ticket for the re-arranged match must
produce their ticket stub or email
confirmation from the postponed or
abandoned match in order to do so.
The Club’s liability – The Club
is not liable for any loss, damage
or injury sustained or incurred
(howsoever arising) by any
individuals or groups of
individuals whilst on Club
premises.
11
Loyalty Points – The loyalty
point policy has been established
to be fair and appropriate for all of our
fans and to reward those who attend
most regularly. Loyalty point totals
are accumulated from points awarded
over the four previous seasons and
the current season. Loyalty points
will go towards your ticket priority for
matches where demand for tickets
exceeds availability (Arsenal away
or The FA Cup Final for example).
For these games, all One Hotspur
Platinum, Gold and Silver Members are
matched against fellow One Hotspur
Platinum, Gold and Silver Members,
with One Hotspur Platinum, Gold
and Silver Members still receiving
priority over One Hotspur Bronze
and Lilywhite Members. One Hotspur
Bronze and Lilywhite Members are
matched against fellow One Hotspur
Bronze and Lilywhite Members.
12
Should you select to apply for a
ticket as a group, each person’s
total number of loyalty points
will be considered separately.
For example if five supporters apply
as a group to sit together and the
minimum number of loyalty points
required was 100 and one person has
90, that person would be unsuccessful.
This is different to previous years
where a group average was taken.
Loyalty points awarded for each
match will be advertised prior to
tickets going on-sale with the number
allocated to that fixture depending on
the opposition and nature of the game.
For example (for illustration purposes
only) Arsenal = one point, Sunderland
= three points and an Accrington
Stanley evening Cup match = four
points. Accumulated loyalty points for
One Hotspur Members may be viewed
24 hours a day, seven days a week, by
logging on to tottenhamhotspur.com,
clicking on to “Ticket Info” and then
the sub-heading of “Buy Tickets.”
You will need your Client Reference
Number (found on your One Hotspur
Membership card), date of birth
and postcode.
Children/Senior Citizen
Concessionary Priced Match Tickets
– One Hotspur Senior Bronze, Senior
Lilywhite (65 or over) and One Hotspur
Junior Bronze and Junior Lilywhite
Members (under 18) qualify for up
to half-price tickets (subject to
availability). These are available in
the Family North Stand and Blocks
A and 24 in the East Stand. Additional
half-price tickets are available in the
South Stand for designated Family
Matches. These Family Matches
are advertised through the Club’s
Communication Channels.
Family Matches – The Club will
select a number of Family Matches
to encourage families to attend
Premiership football matches and
enjoy the atmosphere at White Hart
Lane. Purchase in advance (subject
to availability) one adult ticket in the
South Stand and you can purchase one
junior ticket (holder must be under 18
years of age, only persons aged under
18 years of age will be allowed access
into the ground with a junior ticket)
per adult for half-price. Details
of these designated matches will
be advertised through the Club’s
Communication Channels.
Supporters with disabilities –
Details of all ticketing arrangements
and our disabled support services can
be obtained from our Disability Liaison
Officer, by contacting: 020 8365 5161,
by fax: 0870 420 5001, by e-mail
to: [email protected]
or by post to:
Disability Liaison Officer,
Tottenham Hotspur
Football & Athletic Co,
Bill Nicholson Way,
748 High Road, London,
N17 0AP.
We also have a text phone service
which has been installed for fans
who are hard of hearing. Please call
0870 420 5002 for this service.
Match ticket upgrades – If a supporter
has purchased a One Hotspur Junior
or Senior Platinum, Gold or Silver
membership match ticket and the
individual for whom it was purchased
is unable to attend the match, at the
Club’s discretion the Ticket Office
will upgrade the specific match
ticket for adult admission to a home
supporter on the match date for the
differential matchday price.
Refunds policy – No refunds
will be issued on Season Tickets
once the season has commenced.
In order to obtain a refund on a
Home match ticket, the ticket must
be returned to the Ticket Office no
later than seven days prior to the
date of the game. In the event of a
virtual ticket being loaded on to the
Stadium access card, notification
must be provided to ticketoffice@
tottenhamhotspur.com, with the
original booking reference number
no later than seven days prior to the
fixture. Tickets bought through the
Guest Ticket scheme will not earn
loyalty points.
One Hotspur Platinum, Gold
and Silver Members – Loyalty points
are awarded for the length of time a
member has consecutively held his or
her tickets, up to a maximum of nine
years. These are awarded at a rate
dependent on tier of membership and
are added once per season. Additional
tickets purchased for away matches
and home and away Cup matches,
not included within the relevant
One Hotspur Membership, are also
awarded points. The Club issues a
renewal deadline to all One Hotspur
Platinum, Gold and Silver Members.
If One Hotspur Platinum, Gold and
Silver Members do not renew their
seat(s) prior to this date, they will
lose their loyalty points.
One Hotspur Bronze Members –
Loyalty points are awarded for
tickets for each home and away
match purchased, provided they were
purchased prior to the fixture going
on general sale, as well as for their
registration to the Season Ticket
Waiting List.
One Hotspur Lilywhite
Members – Loyalty points are
awarded for tickets for each home and
away match purchased, provided they
were purchased prior to the fixture
going on general sale.
The Season Ticket Waiting List –
All One Hotspur Bronze Members are
registered on the 2015/2016 Season
Ticket Waiting List. Should they reach
such a position on the list that a seat
becomes available, our Ticket Office
will contact them and offer them the
chance to buy a 2014/2015 Season
Ticket and therefore become a One
Hotspur Platinum*, Gold or Silver
Member (the Season Ticket tiers
of One Hotspur).
* A waiting list, at no charge, may apply to
join the Platinum tier.
13
14
Match prices
Season 2015/2016
There are three pricing categories for
matchday admission prices for the
2015/2016 Season – A, B and C.
For match category information
please visit tottenhamhotspur.com.
STADIUM AREA
Cup matches – The admission
prices listed below are generally
those applicable for all Cup
matches, unless otherwise
notified by the Club through our
Communication Channels.
CATEGORY A
CATEGORY B
CATEGORY C
West Stand Upper
£81.00
£58.00
£47.00
West Stand Lower
£71.00
£54.00
£44.00
East Stand Upper
£71.00
£54.00
£44.00
East Stand Upper (Restricted View)
£59.00
£47.00
£39.00
East Stand Lower
£61.00
£45.00
£40.00
East Stand Lower (Restricted View)
£48.00
£39.00
£35.00
South Stand Upper
£54.00
£41.00
£37.00
South Stand Lower
£48.00
£37.00
£32.00
North Stand Upper
£54.00
£41.00
£37.00
North Stand Upper (Senior Citizen)
£31.00
£24.00
£22.00
North Stand Upper (Junior & Young Adult)
£28.00
£22.00
£20.00
North Stand Lower
£48.00
£37.00
£32.00
North Stand Lower (Senior Citizen)
£28.00
£21.00
£19.00
North Stand Lower (Junior)
£25.00
£19.00
£17.00
Aston Villa
Arsenal
Everton
Chelsea
Newcastle United
Liverpool
Watford
Manchester City
Southampton
Manchester United
Sunderland
West Ham
BOOKING FEES
AFC Bournemouth
Crystal Palace
Norwich City
Leicester CIty
Stoke City
Swansea City
WBA
MEMBERS SALES PHASE
GENERAL SALES PHASE
Online
£1.75
£3.50
Phone
£2.25
£3.50
Supporters with disabilities:
All tickets in our disabled areas are sold at the relevant price for the stand
and category of fixture. Each disabled supporter can be accompanied by
one carer or assistant free of charge. Concessionary prices are available
to those under 18 and over 65.
15
Stadium plan
Season 2015/2016
IMPORTANT - NEW STADIUM ACCESS ROUTES 2015/2016
This season the Club announced the closure of Paxton Road for general
access, as we continue to progress our new stadium development.
From the start of the 2015/2016 Season there are new designated stadium
access routes that are recommended to ensure there is minimal disruption
to your matchday experience. Visit tottenhamhotspur.com/stadium to see
new stadium access routes to help you identify the recommended way to
get to your area of the stands on matchday.
You will also see that as part of the road’s permanent closure, all ticket
collection points will be relocated to opposite the Ticket Office on the other
side of the High Road. Please note that to make way for the ongoing new
stadium works Tottenham Square and the Members’ Club have also been
closed. We will continue to provide further details concerning stadium
access arrangements for supporters across Club communication channels
throughout the season.
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17
How to get to
White Hart Lane
Train – White Hart Lane and
Northumberland Park mainline
stations are five minutes walk
from the stadium, which joins
the Victoria Line tube service via
Seven Sisters and Tottenham Hale
respectively. There is an excellent bus
service from Seven Sisters running
past the stadium entrance. Trains run
from both Seven Sisters and
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Tottenham Hale to Liverpool Street
Station and direct trains take about
20 minutes. A taxi rank is available
at Tottenham Hale Station, which is
also on the Victoria Line.
from the M25 (junction 25), the M11 and
the A10. The M25 is 15-20 minutes from
the stadium. From the City follow the
A10 to Bruce Grove then straight on to
the A1010.
Road – The stadium is located on the
A1010 (Tottenham High Road) and is
one mile south of the A406 (North
Circular). You can easily join the A406
Air – Stansted Airport is
approximately 30 minutes away
with direct access by train to
Tottenham Hale.
19
Frequently asked
questions and answers
What happens if I forget my
One Hotspur Platinum, Gold or
Silver Season Ticket on the day
of a match?
If a One Hotspur Season Access Card
has been forgotten, a duplicate match
ticket may be issued by the Ticket
Office for a charge of £10 to enable
the One Hotspur Member to enter
the ground. This system is felt to be
fair and preferable to that previously
in force, namely of not letting the
individual concerned into the Stadium.
This is an anti-touting and a safety
issue.
What happens if I forget/lose
my matchday ticket?
Matchday tickets may not be
duplicated or re-printed. Your match
ticket or access card is essential to
gain admission into the Stadium.
Please ensure you keep it safe.
No match ticket or access card
means no admission.
How can I change my existing
Season Ticket seat(s)?
Transfer requests must be made by
completing the transfer request form,
prior to the season commencing. It
is not possible to apply for a seat
transfer when renewing online.
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I am a One Hotspur Member,
how can I buy an additional ticket?
One Hotspur Members will have a
one-day window to purchase one
additional Guest Ticket for any home
League fixture. This day will be on
the tenth day of the priority-booking
period for One Hotspur Bronze and
Lilywhite Members – the day before
any remaining tickets go on general
sale. Guest Tickets are dependent on
availability and are not guaranteed and
will not necessarily be near the One
Hotspur Member’s seat. Concession
Guest Tickets are only available for
family matches in designated areas.
When am I entitled to a refund
on my Season Ticket?
No refunds will be given unless a
One Hotspur Platinum, Gold or Silver
Member returns their Season Ticket
before the start of the season.
Am I able to spread the cost of my
One Hotspur Silver Membership
across the season?
The Club offers an easy payment
scheme where the cost of your One
Hotspur Silver Membership may be
paid in monthly instalments. Further
details will be sent to supporters
requesting this option.
Why can’t I transfer my loyalty
points between Season Tickets
and Club Membership?
The loyalty is calculated quite
differently between the two schemes.
As in all ticketing procedures, Season
Ticket Holders will always have
priority over Club Members. Points
are therefore calculated and applied
within each associated group.
Does the Club offer supporters
the opportunity of official travel
to away matches?
If you are a One Hotspur Member
you may apply for the official
travel, through Thomas Cook
Sport at thomascooksport.com/
tottenhamhotspur. Coaches are
operated for all away matches
excluding the London and “local”
matches, subject to demand.
Coach times and charges are
advertised through Thomas Cook
Sport. On occasions, for popular
away domestic or European Cup-Ties,
the Club will operate coach, rail and,
if applicable, flight options. These
packages will be advertised through
the Club’s Communication Channels.
21
I applied for an away match ticket.
How do I know if I have been
successful?
All match tickets and unsuccessful
match applications are posted out
by the Ticket Office at least seven
days in advance of the match date.
If you have not received a match ticket
or your returned application three
days prior to the match date,
please contact the Ticket Office on
0344 844 0102, selecting option
two from the menu. If you have been
successful, and not received your
match tickets, the Ticket Office will
confirm to the away club that you
have not received your original tickets
through the post. You will need to
visit the away club’s Ticket Office on
the matchday with I.D. to collect a
duplicate set of tickets. These tickets
may only be collected if the Ticket
Office has been informed prior to
the match date, so they can forward
relevant information to the away club.
Why is it difficult to get through to
the Ticket Office on the morning of
an on-sale date?
Unfortunately with all sporting,
pop or music events, there must be
a date and a time when the tickets
first go on-sale. Our call centre is
always fully-manned, with additional
support staff, in preparation to accept
supporters’ calls on these dates in
addition to our online ticketing servers
having upgraded capacity. However,
with thousands of supporters all
attempting to purchase match tickets
at 9.30am on the first day of sale, all
calls or online requests cannot be
actioned simultaneously.
22
For the majority of fixtures, the initial
large call volume has cleared after
the first two hours of sale. If you are a
One Hotspur Member calling to book
tickets, please have your One Hotspur
Membership number to hand, together
with a valid credit/ debit card, to speed
up the sales process.
Whilst the information contained
within the Customer Charter covers
most enquiries relating to ticketing,
access and safety at Tottenham
Hotspur, it does not supersede the
Ground Regulations, Stadium Licences
and/or Terms and Conditions.
Full details of our Terms and
Conditions can be accessed at
tottenhamhotspur.com/ticketing or
can be provided on request by emailing
[email protected].
All supporters are advised that the
Terms and Conditions of entry also
encompass the Ground Regulations.
Full details of our Retail Terms
and Conditions can be accessed
at shop.tottenhamhotspur.com/
termsandconditions.
Privacy Statement
The Club is registered under the
Data Protection Act, 1998 and
complies with the Act in all its
dealings with your personal
data. Your personal information
will not be passed to a third
party without your explicit
consent. The Club will keep your
name, address, email address,
phone numbers and other
personal details including
credit/debit card information and
use this information to fulfil your
order(s) for Season Tickets plus
Membership and for customer
service purposes. We will
disclose your information to our
service providers and agents for
these purposes. Unless you advise us,
we will also use your contact
information to advise you of
similar offers in the future. If you
wish to register for additional
offers from the Club, and have
not already done so, please refer
to the application form. If you
have already registered for such
additional offers and wish to
change your preferences, just
email details to or send a
postcard with your details to
The Data Controller,
Tottenham Hotspur Ltd,
FREEPOST NAT7219,
Bill Nicholson Way,
748 High Road, Tottenham,
London N17 0BR.
When you give information
about another person, you
confirm that they have
appointed you to act for them,
to consent to the processing
of their personal data and to
receive on their behalf any
data protection notices.
You have a right to ask for a
copy of your information and
to correct any inaccuracies,
please write or email to the
addresses shown.
23
TO DARE IS TO DO
Club Communication Channels
and telephone numbers
Main Club enquiries: 0344 499 5000
Telephone:
One Hotspur Members’ and Ticket Office: 0344 844 0102
Other useful Club contact information:
Supporter Services: [email protected]
Retail Mail Order: [email protected]
Charitable Requests: [email protected]
Fax No. (Ticket Office): 0870 420 5001
Overseas callers for ticket enquiries: 00 44 207 998 1068
Co-ordinator for supporters with disabilities: 020 8365 5161
Text phone service for hard of hearing: 0870 420 5002
Co-ordinator for supporters with disabilities email: [email protected]
Ticket Office email address: [email protected]
One Hotspur email address: [email protected]
Website: tottenhamhotspur.com
Supporters’ Clubs email address: [email protected]
Hospitality email address: [email protected]
Events email address: [email protected]
Tottenham Hotspur Football Club
Bill Nicholson Way,
748 High Road,
London N17 0AP
Telephone: +44 (0)344 499 5000
Facsimile: +44 (0)870 420 5001
TOTTENHAMHOTSPUR.COM
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