The Arsenal Ticket Exchange
The Ticket Exchange
Speculation relating to official Arsenal Ticket Exchange has recently been brought to the attention of the Club. For clarity we would like to inform all Platinum and Gold members that using the service will not have any impact on your credit history.
This service is completely neutral in respect of credits and this will not count against you when purchasing either away match tickets or cup final tickets should we reach such an event. The Ticket Exchange is the official way to sell your spare season ticket seat on a match by match basis to Silver and Red members of the Arsenal.
The objective of the Arsenal Ticket Exchange is to allow more Red and Silver Level Members to attend matches by permitting them to purchase seats from Season Ticket Holders who are unable to attend.
The Arsenal Ticket Exchange will be located at https://www.eticketing.co.uk/arsenal/default.aspx and will serve as the Club’s only authorised ticket resale facility. It will provide a secure and convenient service for Season Ticket Holders to exchange tickets with Silver and Red Level Members.
We wish to encourage all current Arsenal Members to use the exchange as it provides the only authorised, and therefore legal, way for fans to exchange unused seats. We hope that this will assist us all in our objectives of eradicating the unauthorised and illegal sale of tickets through touts.
Ticket Exchange works in the following way: Season ticket holders, who find that they are unable to attend a game, may visit The Arsenal Ticket Exchange on Arsenal.com and post their tickets for sale to other Arsenal members once the game has sold out to members of the Arsenal. (subject to restrictions). Other Arsenal members looking for tickets may then visit the Arsenal Ticket Exchange to purchase tickets for Arsenal home matches. Importantly, the exchange will only come into operation on matches that have sold out. However, if fixtures go on general sale, to non members, the Ticket Exchange facility will NOT be in operation.
The Ticket Exchange transaction is entirely automated. Members of The Arsenal Membership Scheme purchasing tickets via the online Ticket Exchange facility will have their smart cards activated for entry via Emirates Stadium’s electronic turnstiles. Members will be reminded of seat location details by e-mail and text message, the seller will have the value of the sold tickets held in an online account.
Season Ticket holders who successfully sell their seat will have their smart card deactivated for that match. The value of all ticket(s) sold will be held in this account until the end of the season: this will be deducted from the following season’s membership fee (Season Ticket renewal). Only upon completion of each successful Ticket Exchange transaction is the seller’s smart card automatically disabled which then activates the purchaser’s smart card.
We are unable to guarantee that seats that have been offered for sale will be sold. The seller of the ticket will be charged a nominal administration fee of approximately 10% which will fund the development and operation of the Ticket Exchange. The seller will therefore receive approximately 90% of the paid ticket value.
Speaking about the new Ticket Exchange scheme, Head of Ticketing at Arsenal, Ivan Worsell said: “We want to ensure that our supporters have the best experience possible and this includes providing them with a facility to buy and resell tickets to genuine fans and avoid illegal and potentially fraudulent resellers. As all home matches at Emirates Stadium sold out last season, Ticket Exchange will offer members many more ticket buying opportunities.”
The Ticket Exchange pilot will run for a number of months before it is fully launched. During this time, the Club will be working closely with the developers to tailor the service to all Supporter and operational needs. We do apologise that we are unable to include all levels of membership within the pilot, however we believe the full service will benefit all supporters and will be worth waiting for.
Ticket Exchange Frequently Asked Questions
Seller
Q. Who is eligible to use the new Ticket Exchange service to sell their seat(s)?
A. Platinum (Club Level) or Gold (excluding Family Enclosure / Registered Disabled Season ticket holders) Level members of The Arsenal Membership Scheme can use this service to sell their seat(s) for a forthcoming fixture.
Q. I am a Silver / Red Member can I sell my ticket using this service?
A. No. Unfortunately, you will not be able to sell your tickets via this service,
Q. I am a Gold Level member in the Family Enclosure why can't I use the Ticket Exchange service?
A. Due to the complexities of membership in the Family Enclosure we regret that we are unable to extend this service to Family Enclosure Members during this pilot.
Q. Is this service available over the telephone?
A No unfortunately due to the number of exchanges that are likely to take place and the need for automation this is an online service only available through www.arsenal.com.
Q. I am a Gold Level member in the Disabled Enclosure can I use this service?
A. Unfortunately you will not be able to use this facility online, however, please contact the Disability Team on 020 7704 4490 for more details.
Q. I am a Gold Member, can I post my seat for sale via the Ticket Exchange service for Champions League fixtures?
A. No. we are unable to offer this service for Champions League fixtures as we are contractually obliged to supply UEFA and the visiting club a number of tickets for media/sponsors/VIP requirements which are normally used by our Gold season ticket holders.
Q. How do I view my account?
A. A full step-by-step guide to this new service will be available on www.arsenal.com.
Q. How do I use the Ticket Exchange service?
A. A full step-by-step guide to this new service will be available on www.arsenal.com.
Q. My friend does not have access to a computer can I trade on his behalf via the Ticket Exchange service?
A. Yes. Members will also have the facility to trade other members’ tickets as long as the relevant security information is provided.
Q. How much will I be charged for the Service?
A. The seller will be charged a nominal fee of approximately 10% of the match ticket value which will contribute to the development and maintenance of this service.
Q. When will I receive the sum credited to my account for the matches I have traded?
A. The balance of your account will be deducted from your 2008-2009 membership renewal charge.
Q. Can I use Ticket Exchange for any Arsenal home fixture?
A. The Ticket Exchange service will only be made available for certain fixtures once all tickets have sold. (Please check www.arsenal.com for availability)
Q. What can I do if I have registered my seat for sale and then change my mind?
A. If your seat remains unsold you will have the facility to cancel.
Q. I have sold my seat through the Ticket Exchange service and now wish to attend the fixture that I have sold the ticket for, is there anything I can do?
A. Unfortunately not.
Q. I am a Platinum member; can I use the service to resell ticket(s) for Carling Cup fixtures?
A. Unfortunately, the service will not be available for Carling Cup fixtures.
Q. What is the latest I can register my seat for sale?
A. Ticket Exchange registrations will close the Wednesday prior to the fixture at 12 noon.
Q. When can I put my seat up for sale?
A. You will be able to register your seat once all tickets have sold out for a fixture.
Q. Is there a limit to how many times that I can trade a seat in a season?
A. Subject to Ticket Exchange being ‘live’ for a fixture, you can trade as many times as you wish.
Q. Are there any other ways that I can resell my ticket?
A. No, Ticket Exchange is the only official and legal way for Platinum/Gold members to resell their seats.
Q. Can I check the status of my posted seat(s) online?
A. Yes, you can view the status by entering your membership number & password into the online Box Office (ticket hub), under the Ticket Exchange section select 'click here to use Ticket Exchange'.
Buyer
Q. Who is eligible to use the new Ticket Exchange service to buy a ticket?
A. Silver and Red Level members of The Arsenal.
Q. I am a Platinum/Gold Level Member can I buy a ticket using this service?
A. Only Silver/Red Level members can currently buy tickets via this service.
Q. How do I use the Ticket Exchange service?
A. A full step-by-step guide to this new service will be available on www.arsenal.com
Q. What will I be charged to use this service?
A. There is no additional charge over the standard booking fees that are in place for an online booking.
Q. When will the Ticket Exchange service be available for a fixture?
A. The Ticket Exchange service will only be made available for certain fixtures once all tickets have sold out.. Please check www.arsenal.com for availability.
Q. What happens after I have purchased a ticket?
A. You receive a confirmation email containing the relevant seat information; simultaneously your card will be activated with the relevant fixture.
Q. I have purchased a ticket via Ticket Exchange but am no longer able to attend the match can I get a refund?
A. No, unfortunately during the pilot stage you will not be able to get a refund.
Q. Who do I call if I have a problem?
A. A customer help line will be available for Ticket Exchange (020 7619 5000)
Ticket Exchange Step by Step User Guide
Welcome to the new Ticket Exchange Online Service. This new service has been developed to give Gold and Platinum Members the opportunity to post their ticket for resale on a match by match basis.
You will receive the Season Ticket Match price minus an administration fee.
Please note that this facility will not be made available until the specified match has sold out.
Should you wish to post for more than one match click on the ‘sell your tickets’ tab, this will list all events that Ticket Exchange is currently switched on for.
Step by Step Guide Posting Your Own Tickets for a Match
Step 1 — Logon to Arsenal.com and click the tickets link. When you arrive at the Online Box Office, enter your membership number and password. If you have forgotten your password click the Forgotten Password link and the password will be emailed to you. Select the Ticket Exchange link.
Step 2 — If a match is sold out and Ticket Exchange is applicable then a SELL button will appear next to the relevant match. Click on the sell button to post your seat for sale.
Step 3 — You will be presented with details of the seat and match that you wish to post. Contained within this screen will be the value that you will receive for the seat should it be sold and with a date when the posting will automatically be cancelled. If you wish you can change this date so the posting cancels sooner but NOT later than the default date. Should the seat not be sold your Season Ticket will remain in place for the match.
Step 4 — A final confirmation screen will appear with full details of the seat to be posted, click SELL TICKETS. You will receive an email confirming the posting.
Step 5 — Should the seat be sold then a confirmation email will be sent and your Platinum/Gold Membership Card will be de-activated for the match. A credit will be made against your account for the value of the ticket as stated in Step 3.
You can also view the status of your posted seat(s) by entering your membership number & password into the online Box Office (ticket hub) & under the Ticket Exchange section select 'click here to use Ticket Exchange'
Should your seat NOT be sold then your Platinum/Gold Membership will become valid once the posting expires, It is therefore the seller’s responsibility to ascertain whether the seat has not been sold as no e-mail confirmation will be sent in this instance.
Step by Step Guide Posting Your Multiple Tickets for a Match
Step 1 — Logon to Arsenal.com and click the tickets link. When you arrive at the Online Box Office, enter your membership number and password. If you have forgotten your password click the Forgotten Password link and the password will be emailed to you. Select the Ticket Exchange link.
Step 2 — If a match is sold out and Ticket Exchange is applicable then a SELL button will appear next to the relevant match. Click on the SELL button to post your seat for sale. At this point you can now select ADD ADDITIONAL CLIENTS.
Step 3 — Add the clients Membership number and surname and click the ADD MEMBER button.
Step 4 — You will be returned to the ticket hub screen, repeat step 2 and you will now see all seats listed for posting.
Step 5 — You will be presented with details of the seats and match that you wish to post. Contained within this screen will be the value that you will receive for the seat(s) should they be sold (with a date when the posting will automatically be cancelled). If you wish, you can change this date so the posting cancels sooner but NO later than the default date.
Should the seat not be sold your Season Ticket card will remain active for the match.
Step 6 — A final confirmation screen will appear with full details of the seats to be posted, click SELL TICKETS. You will receive an email confirming the posting.
Step 7 — Should the seat be sold then a confirmation email will be sent and your Platinum/Gold Membership Card will be de-activated for the match. A credit will be made against your account for the value of the ticket as stated in Step 3.
Should your seat not be sold then your Platinum/Gold Membership will become valid once the posting expires.
Should your seat NOT be sold then your Platinum/Gold Membership will become valid once the posting expires, It is therefore the seller's responsibility to ascertain whether the seat has not been sold as no e-mail confirmation will be sent in this instance.
Step by Step Guide Cancelling Posted Tickets
Step 1 — Logon to Arsenal.com and click the tickets link. When you arrive at the Online Box Office, enter your membership number and password. If you have forgotten your password click the Forgotten Password link and the password will be emailed to you. Select the Ticket Exchange link.
Step 2 - In the Manage Season Ticket area click on Manage Tickets. This will list any seats that have been posted for sale. You will have an option to edit; by selecting this you can remove the posting by clicking the link to take the ticket off sale. Confirming this cancellation will re-activate your Gold Membership card. You will receive an email confirming the above.
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