Match Ticket Usage Information

HOME TICKETS

All tickets are only to be used by the Season Ticket Holder or Member who the ticket is assigned to. If any Season Ticket Holder or Member is unable to attend a game, they are able to use Ticket Exchange to resell their ticket to fellow Arsenal members. Ticket Exchange is the only authorised platform that Members are permitted to buy and sell Arsenal tickets on. Season Ticket Holders can also use Ticket Transfer which gives them the ability to electronically transfer their ticket to friends & family, within their Network, for a game they cannot attend. 

We understand how frustrating it is when tickets appear on unauthorised websites at exorbitant prices.  As tickets for our matches are only available through official Arsenal channels and we stress how important it is that you do not buy tickets from unauthorised sites, as many are purely speculative and will often be a scam. In our attempt to do everything we can to put tickets in the hands of our supporters, we’ve significantly increased the level of bot protection on our ticketing platform. 

We also take action on matchdays by holding tickets for collection if we suspect they may have been sold illegally. We hold tickets for collection every home game, enabling us to do the relevant ID checks. The majority of these are often not collected, and if that’s the case, the memberships are subsequently cancelled leaving more tickets for genuine supporters in the long term. Whilst we appreciate that a genuine supporter may be inconvenienced by having to collect a ticket, this is an important tool for us in identifying touted tickets. We also perform in-person checks within the Family Enclosure at each home match. This has resulted in identifying many instances of touted tickets which has enabled us to block and cancel multiple memberships. 

The introduction of the ballot has helped Arsenal address the issue of illegal ticket touting and bot activity as the system identifies suspicious activity before tickets are allocated. Any suspicious accounts which are identified as bots or Touts attempting to obtain a ticket via the ballot or Ticket Exchange will be cancelled and their membership will not be refunded. So far this season, this has enabled us to identify and cancel more than 25,000 accounts attempting to obtain tickets in unauthorised ways.

Away tickets

As part of our continued efforts to improve the ticketing experience for our supporters and to ensure all tickets are used by genuine Arsenal supporters, there will be a higher number of tickets held for collection at away fixtures from the 23/24 season onwards. 

Physical photo ID must be presented by those collecting tickets on the day of the fixture. ID must match the name on the booking and photographs of ID are not valid.

We have introduced an Away Ticket Transfer service with full details here for supporters who have a ticket purchased for the game, but cannot attend.

Supporters who are required to collect their ticket will be contacted prior to the away fixture, ensuring the supporter has at least 48 hours notice. 

If a supporter fails to collect their ticket as requested, there will now be sanctions in place - this is to ensure highly sought after away tickets are being utilised by genuine, eligible Arsenal supporters.

Tickets will be held at random, and supporters will be asked to collect their ticket with photographic ID to ensure the supporter who purchased the ticket is the person attending. Supporters will be informed by email prior to the game if they are required to collect their ticket with a minimum of 48 hours notice.  We recommend that all supporters travelling to an away game bring photographic ID. Only physical copies of photographic ID will be accepted (e.g. no photographs or photocopies) and tickets will not be given to anyone other than the assigned supporter.

- If a supporter does not collect their ticket, they will lose their away point for the relevant game

- If a supporter does not collect their ticket at a subsequent game within the same season, they risk losing a further 10 away points

- If a supporter does not collect their ticket 3 times in the season, they will risk losing all of their away points or incur other sanctions to ensure that as many supporters are able to attend away games

We are also working with other clubs in relation to scanned ticket data and if we are notified by the host club regarding any unused tickets, we will remove the away loyalty point in this instance also. This would not count towards the sanctions detailed above.

We understand that unforeseen circumstances can occur and supporters who are no longer able to attend a game are encouraged to contact us via our Enquiry Form before the day of the game. 

TICKETING SANCTIONs

Supporters are reminded that selling or taking steps to sell their ticket is a breach of our Ticketing Terms and Conditions and if a supporter is found to have resold their ticket for significantly more than face value, the supporter risks losing:
- Their membership and all future match tickets
- All their away points 
- Their Season Ticket (The length of the season ticket ban will be decided on a case by case basis)

Any Season Ticket Holder who is banned for touting may appeal this decision by contacting the club within 21 days of the date of the banning communication.  The appeal will be heard by the Club’s ‘Appeals Committee' which is comprised of a group of senior Club executives. The appeals committee will meet within 30 days of receiving the appeal and communicate its decision via email within 14 days of that meeting.

Our full ticketing terms and conditions can be found here.