Overview

Arsenal Football Club exists to make our fans proud wherever they are in the world and however they choose to follow us.

That pride is driven by success on the pitch but also comes through our style of play, our focus on developing youth talent, our magnificent stadium, our broader contribution in the community and our self-funding approach.

This Club Charter outlines our approach to handling a wide range of subjects which directly impact supporters.

Anyone with any queries about the Charter should email AskArsenal@arsenal.co.uk 

Ivan Gazidis
Chief Executive

1. ACCESSIBILITY

1.1.         The Club continues to strive for wider spectator access to matches by offering: 

1.1.1      A broad range of ticket prices according to the match grade and location within the stadium. 

1.1.2      At least 25% of tickets to each game to non-season ticket holders. 

1.1.3      Concessions for junior supporters, senior citizens and disabled supporters. 

1.1.4      Half price admission for disabled supporters and free admission for their accompanying person. Disabled supporters can communicate with the Club by calling 020 7619 5050 (open Mon to Fri 09.30 to 17.00) or by using the email address: disability@arsenal.co.uk 

1.1.5      Free admission for replays of abandoned games.  If a match is abandoned after spectators are admitted to the ground but before kick-off.  If there is abandonment after kick-off, ticket holders are entitled to half price admission to the rearranged match. 

1.1.6      An attractive finance package and balance transfer facility via the Arsenal Credit Card, which may help with season ticket payments. 

1.1.7      Tickets for cup competitions are priced no higher than the normal prices charged for the equivalent Premier League fixtures and are allocated in accordance with the rules and regulations of the competition. Season ticket holders (Gold Members) have the first seven cup ties played in UEFA Competitions or the FA Cup contained within their membership card. Remaining match tickets are sold to members of our other membership schemes.  

1.2            For Capital One home fixtures, admission charges are often reduced by up to 30% lower than our usual priced tickets. 

1.3            To obtain a refund for home match tickets supporters will need to send a letter, fax or email (from the registered email address of the lead client) to the Box Office, stating their membership numbers and details of how the tickets were purchased. 

Emails should be sent to boxoffice@arsenal.co.uk

Faxes should be sent to F/ 0207 704 4161 

Letters should be addressed to Box Office, Arsenal Football Club, Highbury House, 75 Drayton Park, London N5 1BU 

Any communication should arrive no later than 72 hours prior to a fixture in order to obtain a full refund. 

To obtain a refund for away match tickets supporters will need to send a letter to the Box Office at the above address enclosing the away match ticket(s) and details of how the tickets were purchased. The letter should arrive no later than seven days prior to a fixture in order to obtain a full refund. 

1.4                 General up-to-date ticketing information can be found on our website www.arsenal.com

2. AWAY SUPPORT 

2.1            The Club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for a comparable view. Our concessionary rates offered to senior citizens, junior supporters and disabled supporters all apply to followers of a visiting club. 

2.2            The Club abides by the Premier League Rules governing the allocation of tickets to visiting clubs.

3. LOYALTY AND MEMBERSHIP 

3.1 The Arsenal Membership

Under our membership scheme, ‘The Arsenal’, the Club is now providing an even wider range of benefits and opportunities to new members.  All our season ticket holders are automatically classified as Platinum or Gold Members. 

Silver Membership and Red Membership

The Arsenal Membership gives the opportunity to gain access to a range of exclusive benefits including priority ticket access, subscription to Arsenal Player, a welcome pack and access to member’s events with the first team squad.  The Club also offers discounted renewals should supporters opt for a direct debit or “late” version of the membership.  The lite version membership does not include a membership pack.

Red and Silver members can opt in for just an extra £4 per season, for three consecutive seasons, to be placed on the season ticket waiting list after the first £4 payment. 

3.2 Season Ticket Waiting List 

There is currently a waiting list for season tickets at Emirates Stadium. There is a one off fee of £15 which is redeemable against the purchase of the first season ticket.

 3.3 Junior Gunners (Birth – 16) / Cannon Club (17 – 18) / Senior Citizens (65 and over)

There are a range of concessionary membership packages for supporters who fit into these age brackets.

*Cannon Club membership is only offered to Junior Gunners who are aged 16; you cannot join the Cannon Club as a new member.

Digital Membership

Digital Membership is a new membership offering which launched at the start of the 2013/14 season.  This membership is available to Arsenal Fans free of charge and includes full access to our online video service Arsenal Player and exclusive membership e-newsletters.

For more information on how to join any of The Arsenal membership schemes call 0844 277 3625 or visit www.arsenal.com/membership.  The Club reserves the right to change or alter the terms and conditions of membership at any time. 

Arsenal Travel

The Club will provide transport to all domestic away matches outside London.  Services provided include fully escorted coaches, including a wheelchair accessible coach and sometimes trains, at competitive prices with a friendly atmosphere.

Up to date information can be found on www.arsenal.com (under the tickets and membership dropdown, selecting either Domestic or European travel) or by calling the Arsenal Contact Centre on 020 7619 5000 (open Monday to Friday from 09:30 – 17:00)

 4. CONSULTATION AND INFORMATION 

4.1           Arsenal Supporters’ Club

Contact details for our worldwide family of officially recognised Arsenal Supporters’ Clubs can be found on Arsenal.com by using the following link - http://www.arsenal.com/supportersclubs/. The guidelines for establishing and operating Supporters’ Clubs can be obtained either by telephoning the Supporters’ Clubs Hotline on 00 44 (0) 20 7704 4949 or emailing the Supporters’ Liaison Officer Mark Brindle - mbrindle@arsenal.co.uk 

4.2           The Club has hosted regular ‘Fans’ Forums’ since season 2001/2002. Approximately 18 supporters attend three or four forums per season and represent different supporter groups by discussing various issues concerning Arsenal with senior members of staff and Club Management. 

4.3           In addition, the Club consults supporters on an occasional basis through liaison groups, the Premier League annual Fans’ Survey and Supporter Panels. The Club also occasionally uses Arsenal.com, the matchday programme and email surveys to consult on various issues. 

4.4           The Club publicises its position on major policy issues in the Club matchday programme       and on Arsenal.com. 

4.5            The Club has in place, and continues to develop, ways of consulting sponsors, Islington Borough Council and other interested parties. 

4.6            The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for such changes. 

4.7            The Club utilises Arsenal.com, social media and the subsequent home matchday programme, to notify supporters of any fixture changes as soon as they are confirmed.

            An email service is also available for local residents, whereby news of any planned fixture / event that might impact on the local community is emailed as soon as details are confirmed. To subscribe, please send a blank email to localresidents@arsenal.co.uk 

5. ARSENAL FOUNDATION AND COMMUNITY ACTIVITY 

5.1             The Arsenal Foundation is the Club’s charitable and grant-making organisation.  Money raised through The Arsenal Foundation is used to support a variety of UK and international community and charity projects that transform the lives of young people, including those of its official partners, Save the Children and Willow Foundation. To find out more, visit: www.arsenal.com/thearsenalfoundation

5.2            The Arsenal in the Community department has been at the forefront of innovative sports development in the local and global community and the Arsenal community for more than a quarter of a century. Arsenal in the Community is committed to offering a range of sporting, social inclusion, educational and charitable projects primarily designed to give young people opportunities and help them to fulfil their potential. For further information on Arsenal in the Community, please call 020 7704 4140 or visit www.arsenal.com/community

6. GOOD CAUSES POLICY 

Arsenal Football Club is committed to offering its support to non-affiliated charitable organisations and good causes in the UK and beyond wherever possible, by donating one signed item per season directly to the charity.  To find out more, please email charity@arsenal.co.uk 

7. MERCHANDISE 

7.1              The Club will issue up to 3 kits per season. The kits will have a lifespan of one season. In the event of a change of Club sponsor, the new sponsor’s name may appear on the playing kit immediately, even if this is during the lifespan of a replica kit.

7.2               All replica strips that are sold by the Club clearly state the date upon which the kit was launched. 

7.3            Details of the next intended change of kits are available from the Club’s retail outlets and on Arsenal.com

7.4            The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica strip 

7.5.1      The club offers refunds on merchandise in accordance with its legal obligations

 7.6            The Club will consider its traditional values, along with commercial considerations, when producing new playing strips. 

7.3.1      At each of our retail outlets, the Club offers the service of printing the name of a current Arsenal player onto one of our current replica shirts. However, should any such player cease to be a member of our first team squad, we will be unable to offer a refund or make any alterations to the shirt. 

8. THE STADIUM 

8.1            The Club endeavours to ensure that Emirates Stadium is maintained to the highest   standards ensuring that it is a safe, functional and welcoming environment for supporters and all other users. 

8.2            The Club provides over 100 free match day parking spaces for disabled supporters holding valid Blue Badges.           

 9. CATERING 

The Club’s caterers, Delaware North Companies, are fully committed to providing high quality catering operations. They will seek to continue to improve their operations by regularly monitoring customer thoughts and feedback.  Comments and suggestions regarding catering at Emirates Stadium are welcomed at the following email address: dnc@arsenal.co.uk

10. STAFF CONDUCT 

10.1            Arsenal Football Club expects and requires all employees to conduct themselves in accordance with the highest ethical standards. Employees are expected to maintain these standards on and off Club premises. 

10.2        All Club members, supporters and all applicants for employment will be regarded equally and be given equal opportunities in all aspects of contact irrespective of their race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

11. DATA PROTECTION

Arsenal Football Club seeks to adhere to all data protection guidelines. We will only hold supporter data and pass on data if we have your permission to do so. If you wish to know what data we hold on you we are happy to provide it. Likewise, if your information changes or if you wish us to stop using your data at any time, you can email us at dataprotection@arsenal.co.uk.

Subject to your agreement Arsenal Football Club plc and its group companies will use your information together with other information for administration, marketing, customer services and profiling your purchasing preferences. 

We may search the files of credit reference agencies (who will record any credit searches on your file) for one or more of the following purposes: 

(i)  To help us make credit decisions about you;

(ii) To prevent fraud;

(iii)To check your identity and to prevent money laundering 

We may also disclose details of how you conduct your account to such agencies. The information will be used by other credit agencies for making credit decisions about you and members of your household as well as fraud prevention, money laundering prevention and occasionally for tracing debtors. 

We may make your information available to other persons and/or organisations who are our business partners or with whom we do business (“third parties”). We or they may contact you by mail, telephone, SMS, fax or e-mail to let you know about any goods, services, credit or promotions which may be of interest to you.

We may pass information about you for the above purposes to other companies associated with us or to third parties in countries which do not provide the same level of data protection as the UK. If we do so we will enter into contract to ensure your information is protected.

12. CUSTOMER SERVICE 

12.1            The Club responds to any contact from a customer within a maximum of  5 working days. 

Complaints can be submitted via Email to feedback@arsenal.co.uk or alternatively in writing to the Arsenal Contact Centre. If it is felt that a complaint cannot be resolved within 5 working days, an acknowledgment of the communication will be made as an interim measure. If the response to the complaint is deemed unsatisfactory by the complainant, the matter can be escalated to the Customer Services Manager; Anita Crowley. This can be done either by letter or Email (feedback@arsenal.co.uk) marked for her attention. 

12.2            The Club responds by email, fax , letter or telephone dependent upon the nature of the request. If a customer requests a response in writing he or she will receive one. 

12.3            If a customer is not satisfied after having complained to the Club and escalated the matter, and having given the Club sufficient time to respond, their complaint should be referred to the Premier League (The PL Charter can be found at www.premierleague.com or upon request by calling 020 7864 9000). If the customer is still not satisfied after having consulted the PL, the complaint should be forwarded to the Independent Football Ombudsman. The IFO’s postal address is The Independent Football Ombudsman, Suite 49, 57 Great George Street, Leeds LS1 3AJ. 

12.4      Customer Service Manager, Anita Crowley, has overall responsibility for customer service. 

Copyright 2014 The Arsenal Football Club plc. Permission to use quotations from this article is granted subject to appropriate credit being given to www.arsenal.com as the source 10 Jul 2014