Club announcement

Reduced capacity fixtures - FAQs

Emirates Stadium

 

Ballot questions

Q - How will the ballot process work?
A - Starting with the Burnley game, Gold and Premium members who made their Initial Payment and registered for the ballot in September (“Ballot Registered Members”) will be entered into a ballot process, which will be run and communicated on a match-by-match basis.

The first ballot, for our match against Burnley, will take place on Monday, December 7. Shortly after this first ballot, you will receive an email communication informing you whether you have been successful or not. If successful, your registered payment card will be charged between Monday 7 and Tuesday, December 8. 

Q - Can I still enter the ballot process if I haven’t already?

A - Gold and Premium members on a season-ticket holiday can still become Ballot Registered Members for the Burnley ballot and beyond. By making the Initial Payment and registering for the ballot before the deadline at 12pm GMT on Friday, December 4 you will be entered into the ballot. Members will be sent an email detailing how they can do this. Please contact the Service Centre on 020 7619 500 if you have any questions. Opening times 9:30-17:00 (Mon-Fri) 

Q – I do not have a smart phone or a computer, but I would like to register in the ballots for the reduced capacity fixtures, how can this be done? 
 A – If this scenario applies to you, please call the service centre on 0207 619 5000 for further assistance. Opening times 9:30-17:00 (Mon-Fri) 

 
Q - Can I opt out of the ballot if I don’t wish to be included for certain games?
A - Ballot Registered Members will have the opportunity to opt-out on a match-by-match basis if they are unable to attend certain games. We have determined that this is beneficial to our fans while we are operating at such a significantly reduced capacity. Once capacities increase beyond 4,000, we will review our approach and communicate accordingly.
In order to remove yourself from the ballot for the Burnley fixture, you must access your eTicketing account withdraw your registration by Friday 4 December at 12noon. Deadlines to opt out of further fixtures will be communicated in due course. 
Please note if you choose to remove yourself from a ballot for any fixture, you must re-register on eTicketing in order to be included in ballots for future fixtures.

Q – What is the maximum number of members allowed in a group when registering for the ballot process?  
A – The maximum group size is four. You can register up to four people as long as you are all Ballot Registered Members and your season tickets are all situated in the same area of the stadium. It is your responsibility to ensure that your group is adhering to current UK Government guidelines on the mixing of households and social bubbles.

   
Q – Are you balloting each member in their registered groups or as individuals?  

A - We will be balloting Ballot Registered Members in groups (maximum 4) to give an opportunity to sit with other members if they wish to.  If your group is successful in the ballot, you will all be allocated seats together. Please note, it is your responsibility to ensure your group is adhering to UK Government guidelines on mixing households and support bubbles as the seats within a group will not be socially distanced from each other. 

The above will be true for Premier League and domestic cup fixtures. However, UEFA rules stipulate that all seats must be socially distanced from each other so for Europa League fixtures, if your group is successful you will still be seated together, but with unoccupied seats between you and then person next to you. 

If you register for the ballot as an individual, you will be balloted as an individual. 

Q – Can I amend my ballot registration online, after I have submitted my request. 
A – Yes, you can withdraw your online application and resubmit a new request on eTicketing.

Q - Why are we now balloting on a match by match basis?
A- We communicated in September that we would be balloting Premier League matches in batches of games. This is no longer the case as we need to ensure we can be flexible should COVID-19 restrictions change, leading to our capacity increasing or decreasing. 

Q - Will matches in the Emirates FA Cup, Carabao Cup and UEFA Europa League follow the same  ballot process as Premier League fixtures?
 A - Yes. Tickets for all matches, regardless of competition, will be allocated via the ballot while games take place at such reduced capacity. We have determined that this is the fairest and most efficient to allocate tickets. Ballot Registered Members may remove themselves from the ballot for certain fixtures via eTicketing if they do not wish to be included.  

Q – How will I be notified that I have been successful in the ballot?  
A – An email will be sent to the registrant with the ballot results once the ballot has taken place. 

Q – Will my payment card be charged, and the tickets issued automatically for the game I am successful for or will I need to login and complete the purchase?  
A – Your card will be charged automatically once the ballot has been run and your Print at Home tickets will be emailed to you prior to the match. 

Q – Will I be notified before each ballot takes place so I know when my payment card will be charged if I’m successful?
A – Yes, an email will be sent prior to each ballot with the date the ballot will take place on, as well as the deadline for opting in or out of the ballot. While we remain in the current tiered restrictions we will be balloting games individually. 

Q – What happens if my registered payment card is declined once I’ve won tickets in the ballot?  
 A – If your card payment is not authorised, your allocated seats will be reserved for a 48hr period. We will attempt to contact you for payment, but if payment has not been successfully processed within this allotted time then your ticket reservation will be cancelled and offered to an unsuccessful member in the ballot for that specific fixture. We appreciate this could be disappointing for fans, however at such reduced capacities, it is crucial that every ticket is utilised. Please ensure the card you have registered is valid in order to prevent this from happening.

 
Q – How do I change my card details that I have registered? 

A – Please call the Service Centre on 0207 619 5000. Opening times 9:30-17:00 (Mon-Fri) 

Q - If I have outstanding Ticket Exchange funds from the 19/20 Season, can I use this to pay for tickets which are issued to me in the ballot?  
 A – No. You are required to enter a payment card when you register which will be charged once you have been assigned seat(s).   

 
Q – If I was  unsuccessful in the ballot, does this mean I have no chance of getting a ticket?  
A – In the event that government guidance changes, causing the permitted stadium capacity to increase once a fixture has been balloted, we will run a second ballot for all Ballot Registered Members.   

  
Q - How will we ensure some fans are not successful on multiple occasions when some are not successful at all?
A - Once you have been successful in the ballot, you will not be successful for a future game until all other Ballot Registered Members have won tickets to a game. This is to provide all Ballot Registered Members the fairest opportunity of attending a fixture.
 

Q – I hold seats which are not in my name. How can I inform the club of the person using my season ticket for the 2020/21 season? 
A – It is important that you provide the name of the person attending Emirates Stadium as photo identification will be checked against the ticket when gaining entry. 

If successful in the ballot, a Track & Trace and health questionnaire form will be sent to the email address assigned to each membership shortly after the ballot has been run. 
 
The information provided will only be used for match day checks and will not update the information held against your season ticket.   
 
 
Q – If I am successful in the ballot and I would like to use the Ticket Transfer service to send my ticket to a family/friend member, is this possible?   
A –While we are operating at reduced capacity, and the government tiered system remains in place, Ticket Transfer will not be available. Instead it is recommended that you amend the details of the person attending the match using the Track & Trace form that will be sent after your tickets have been processed. You will be able to assign the attendee on this form and forward the e-ticket onto them once received. Please note, it is your responsibility to ensure your group is adhering to UK Government guidelines on mixing households and support bubbles.

It is essential that the details provided on this form are correct as you may be required to show photo ID to prove you are the ticket holder before gaining entry to Emirates Stadium.

The information provided will only be used for match day checks and will not update the information held against your season ticket. 
  
 
Q - Can I remove members from my group after I have registered for the ballot?   
A – Yes, you may add or remove members from your group (up to maximum of four) if your circumstances change. Please contact the Service Centre on 020 7619 500 to do so. Opening times 9:30-17:00 (Mon-Fri) 

  
Q – If I do not enter the ballot process but my circumstances change, can I enter at any stage?  
A – We appreciate that people’s circumstances may change over this period so the opportunity to make your Initial Payment and register for the ballot will remain open indefinitely – however, please note you must complete both these processes far enough in advance of a fixture to ensure you are included in the ballot for the relevant game. Please contact the Service Centre on 020 7619 500 for assistance. Opening times 9:30-17:00 (Mon-Fri) 

 
Q – My season tickets are situated in the Family Enclosure, but I do not wish to bring my children into the stadium environment. Can I still register for the ballot without my children? 
A – We appreciate that this might be a concern for members situated in the Family Enclosure, so we are not applying the usual rules and are happy for you to register without your children for the ballot process. 
   

 Q – What is my chance of success in the ballot?  
A – As we are giving Ballot Registered Members the opportunity to opt-in to ballots on a match-by-match basis, the number of people in the ballot for each fixture will fluctuate from game to game. This means the chances of success for each ballot will change so we are not able to advise on the likelihood of winning a ticket. 

However, it is our intention to make the ballot as fair as possible, meaning once you have been successful in the ballot, you will not be successful for a future game until all other Ballot Registered Members have won tickets to a game. This is to provide all Ballot Registered Members the fairest opportunity of attending a fixture.

Q – Will I be allocated seats in my regular block or  could  I be balloted into an alternative block at the same price point?  
A – While we are operating at such a reduced capacity, only certain areas of the stadium will be open. Gold members will be balloted into seats in the lower tier and Premium members will be balloted into seats on Club Level. This means that if successful in the ballot, we cannot guarantee you will be sat in your usual seat or area of the stadium. There will be one price point for lower tier, and one for Club level – these are based on the equivalent season ticket match-by-match pricing for the relevant category of games You can see full details of pricing for these fixtures here.

Once we are able to welcome a higher capacity of fans back to Emirates Stadium, it is our aim to allocate you seats in the same price band as your usual season ticket. This could be in an alternative block or row and in some cases, a slightly higher price point but we will communicate further details prior to this coming into effect.
 
 
Q – If I am successful in the ballot can I request that my allocated seat is moved so I can sit near friends/family members?  
A – No unfortunately we will not be able to offer seat moves. The stadium will be fully utilised and configured within safe distancing guidelines, so we will not be able to move your seats.  

  
Q – I  cannot attend the fixture which I have been successful for, can I get a refund?  
A – We will not be issuing refunds for tickets won in the ballot.  You will be able to transfer the ticket to a family or friend by changing the name of the match attendee using the Track & Trace webform and forwarding them the Print at Home ticket if you are unable to attend a fixture. Please note, if you are attending as part of a group, changes to the group must adhere to current Government guidelines with regards to mixing households. You must ensure the new attendee fills in the Health Questionnaire by the required deadline.
 
 
Q – If I am a disabled supporter, what happens if my Personal Assistant or I cannot attend a game? 
A - If this scenario occurs, please contact the Disability Liaison Team on 020 7619 5050 (9.30 - 17.00 Monday to Friday) or on a matchday, please call the Arsenal Switchboard on 020 7619 5003.

Ticket pricing questions

Q - How much will match tickets won in the ballot cost?
A- Ticket prices are based on the equivalent season ticket match-by-match pricing for the relevant category of games. More detail on pricing for each fixture can be found here.

Q - Will the ticket prices remain the same if Emirates Stadium is moved into Tier 1, meaning we have a 4,000 capacity?
A- If this happens, we may have to open more areas of the stadium, meaning more price bands may become applicable. We will communicate any changes if / when that happens.  

Q - If one or more of my group has a concessionary membership (senior citizen or child) will I be able to apply for a concessionary priced ticket?    
A – If you are a Ballot Registered Member you will be balloted into the Lower Tier (Gold members) or Club Level (Premium members).  You should only register as a group with people who have seats in a similar area of the stadium. If you hold a concessionary priced season ticket within the Family Enclosure, you will automatically be charged the concessionary price for your seat in the Lower Tier.

COVID-19 and attending a match

Q - Do I have to fill my health questionnaire and Track & Trace details or can someone else do this for me?
A – Each ticket holder will be emailed a webform for them to fill in a health questionnaire and Track & Trace details. This must be filled in by each individual attending the match. This is a Premier League requirement and tickets will not be activated unless this information is provided. 

Q – I have received my Print at Home ticket does that mean I’ve provided all the necessary information?
A – No, you may receive your Print at Home ticket by email even if your details have not been provided. However, this ticket will not be valid unless you have filled in the health questionnaire and Track & Trace webform. 

Q – Will my Gold card will be activated for any tickets that I am successful for in the ballot, or will I be sent e-tickets to gain entry? 
A – Print at Home tickets will be sent as a PDF to the lead booker. Match attendees must either print their ticket or scan it on their mobile device in order to gain entry to Emirates Stadium. Season cards will not be activated for use at these reduced capacity matches. 

Q - I am a Gold member; will I be allocated tickets on Club Level if successful in the ballot?
A - No, Gold members will only be balloted into the Lower Tier area of the stadium. 
 

Q - I am a Premium member; will I be allocated tickets on the lower tier if successful in the ballot?
A - No, Premium members will only be balloted into the Club Level area of the stadium.    

Q - I have been notified that I’m successful for a fixture but I live in a part of the country that is currently in Tier 3, can I still attend?
A – In accordance with current UK Government guidelines, you cannot attend the match if you live in tier 3. You should not enter the ballot if you are living in a Tier 3 area, you may withdraw your registration via your eTicketing account.  

In the event you are successful for a ticket but you are living in a Tier 3 area, please transfer your ticket to someone living outside of a Tier 3 area by changing the details on the Track & Trace webform and forwarding them the Print at Home ticket. Please ensure the new attendee fills in the Health Questionnaire by the required deadline. 

 
Q - Will food and drink be available at the stadium?

A – Yes. In the lower tier, we will have soft drinks and limited food available. On Club Level we will be operating table service only. In accordance with government guidance, no alcohol will be served in General Admission areas. 

Q – Will away fans be able to attend matches?    
A – In accordance with Premier League guidelines, away supporters will not be permitted to attend matches during the initial stage of supporter return. The admittance of away supporters will be reviewed by the Premier League on a regular basis and we will communicate any changes to this policy in due course.

Q – Apart from Premium and Gold season ticket holders, will other members be able to get tickets?  
A – We hope to be able to safely increase the capacity during the 2020/21 season and we will share further information if we are able to allocate tickets to other member groups. This will constantly be under review as we aim to maximise the number of supporters able to safely attend matches at Emirates Stadium.  
 

Initial Payment questions
  
Q – Can I use my Initial Payment against my season ticket if full renewals open during the 2020/21 season? 
A- Our intention is to renew season tickets during the 2020/21 season if the UK Government and Premier League guidelines enable us to return to full capacity. In this scenario, you may use your Initial Payment as a credit against your 2020/21 season ticket. You can also use your Initial Payment against your 2021/22 season ticket if we are not permitted to return to full capacity during the 2020/21 season. Importantly, the Initial Payment is also fully refundable if you later choose not to renew your season ticket for either the 2020/21 or 2021/22 season.   

Q – If I do not wish to make the Initial Payment and apply for tickets in the ballot, can I wait and renew my season ticket once we are back to full capacity?   
A – Yes, you are not obliged to make the Initial Payment towards your 2020/21 season ticket or register for the ballot, and you have the option to take a season ticket holiday. If you have opted to take the holiday, you will retain the option to renew your season ticket if/once we return to full capacity in the 2020/21 season or if you want to wait until the 2021/22 season before returning. 

Q – Do I need to pay my Initial Payment with the members with whom I plan to enter the ballots as a group? 
A – No, you can pay your Initial Payment as individuals, but if you want to sit together, you are required to register as a group when registering for the ballot.  Please note, if you are intending to attend as a group it is your responsibility to adhere to UK Government guidelines on mixing households and support bubbles.
 

Q – I have paid my Initial Payment, when will I be able to access the ballot registration process for reduced capacity fixtures for myself and any group members? 
A – There will be a be a short validation period between paying the Initial Payment and when you can register yourself and any group members for the ballot process.  We will be running activations Monday- Friday daily at 11am, 12noon, 1pm and finally at 2pm.
 
  
Q – Can I pay the Initial Payment even if I do not wish to enter ballots?   
A – Yes, but this is not a requirement. Please call the service centre on 0207 619 5000 for further assistance. Opening times 9:30-17:00 (Mon-Fri) 
 

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