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. Pricing some seats at higher levels enables us to charge other supporters less for their tickets.

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 supporters with a restricted view of the pitch.

1.1.4    An area of Emirates Stadium for the exclusive use of family groups and junior supporters.

1.1.5    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

1.1.6    Free admission for replays of abandoned games.  If a match is abandoned after spectators are admitted to the ground, ticket holders are entitled to free admission to the rearranged match.  

1.1.7    An attractive balance transfer facility via the Arsenal credit card, which may help with season ticket payments.

1.2    Tickets for Cup Competitions are priced no higher than the normal prices charged for 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.  

1.3    For Carling Cup home fixtures, admission charges are often reduced by up to 30% lower than our usual ticket prices.

1.4    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.

1.5         General up-to-date ticketing information can be found on:
Our website www.arsenal.com
Our 24 hour phone line  020 7619 5000 ( option 1 for ticketing , option 1 for recorded information)
And in our matchday programmes.


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 comparable accommodation. 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

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.  The membership scheme is considered to be integral to the future of the Club. All of our season ticket holders are automatically classified as Platinum or Gold Members.

Silver Membership and Red Membership (waiting list to Silver)

By signing up as a new member, supporters will receive exclusive ticketing entitlements for matches at Emirates Stadium and a special membership pack with several souvenirs and publications celebrating ‘The Arsenal’. The Club also offers discounted renewals should supporters opt for a direct debit or “lite” version of the membership.

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.

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.

For more information on how to join any of The Arsenal membership schemes call 0844 277 3625 or visit www.arsenal.com/membership


Arsenal Travel
The Club provides transport to all away matches outside London.  Services provided include fully escorted coaches, including a wheelchair accessible coach, trains and planes at competitive prices with a friendly atmosphere.  This also includes organised travel to Champions League away matches.  Up to date information can be found on www.arsenal.com (under ‘the match’ dropdown) or by contacting The Arsenal Contact Centre on  020 7619 5000 (open Mon to Fri 09.30 to 17.00)


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/   Anyone interested in establishing a Supporters Club should be aware that Clubs cannot be set up within a 50 mile radius of another Club. 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, Jill Smith - jsmith@arsenal.co.uk


4.    CONSULTATION AND INFORMATION

4.1    Since season 2001/2002, the Club has hosted regular ‘Fan’s Forums’.
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 .

4.2    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.

4.3         The Club has a Supporters Liaison Officer whose role is to work closely with Supporters Clubs and to extend the network of Supporters Clubs in the UK and overseas.

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 and the subsequent home matchday programme, to notify supporters of any fixture changes as soon as they are confirmed.
    In addition to this, the Club runs an email service which notifies supporters about fixture changes as soon as they happen. To subscribe, please send a blank email to join-fixtures@list.arsenal.co.uk
    An email service is also available which is specifically 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 islingtonresidents@arsenal.co.uk

4.8    The Club undertakes research on the design and quantity of new playing strips.

4.9    The Club has a dedicated online supporters centre (on Arsenal.com) which is designed to answer any query that a supporter may have in a timely manner.


5.    COMMUNITY ACTIVITY

Celebrating 25 Years of Arsenal in the Community in 2010, the department has been at the forefront of innovative sports development in the local community and the Arsenal community worldwide.

Arsenal in the Community is committed to offering a range of sporting, social inclusion, educational and charitable projects; the success of which is testament to the commitment and dedication of its staff and the power of football and Arsenal Football Club to touch people’s lives on a local, regional and global scale.

For further information on Arsenal in the Community, please call 020 7704 4140 or visit the ‘Club’ section of Arsenal.com.


6.    GOOD CAUSES POLICY

Arsenal Football Club is committed to offering its support to charitable projects and good causes wherever possible. Primarily, the Club will offer support to requests from the local community, with particular focus upon initiatives operating within the Islington area.
The Club also endeavours to support all other charities and good causes throughout the UK and beyond. However, due to the overwhelming demand for assistance throughout the course of a season it is not always possible to do so.
(Please contact Lynne Chaney at the above address or email charity@arsenal.co.uk for further details).


7.    MERCHANDISE

7.1    Home replica kits will have a minimum lifespan of two seasons with the exception of special circumstances.  Season 2010/11 will be one such occasion and will see a one season lifespan on the home and away kits to enable a special 125 year anniversary kit to be launched in season 2011/12.  At least one new change kit will be released every year. When a new home kit is released in the same year as a change kit, the change kit will have a lifespan of one season only. When the change kit is being released in a year without a new home strip it will have a lifespan of two seasons (i.e. it will be first choice change strip in year one of the lifespan and the second choice change strip in year two). 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    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.

7.7    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: delawarenorth@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 plc seeks to categorically 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 grantors 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.  
All complaints must be made in writing to the relevant Department at the Club.
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.

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 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, Penny Downs, has overall responsibility for customer service.  (020 7619 5003). However, in the first instance, the Club encourages customers to contact the Department relevant to their particular query: 

Contact numbers

Box Office 02076195000
Hospitality / Conference and Banqueting 02077044550
Museum and Stadium Tours 02076195000
Football in the Community 02077044140
Junior Gunners / Travel Club 02076195000
Stadium Management (incl. stewards) 02077044030
Supporters Liaison Officer 02077044949
Disability Liaison Team 02076195050
Retail stores  02077044123
Retail online or home shopping (mail order) 02076195000



Furthermore, the Club has a dedicated online centre whereby supporters are welcome to make any enquiries. Please visit the online centre at www.arsenal.com

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 9 Jul 2010