CLUB CHARTER SEASON 2013/2014
02 The Tottenham Hotspur Football Club Charter outlines our principal commitments and policies, including those for ticketing to ensure transparency and accountability.
Tottenham Hotspur is proud of its relationship with fans and constantly strives to improve supporters match day experience and day to day interaction with the Club. If you do have reason to complain on a match day, please speak to a steward or a uniformed member of staff. We find that 95% of all complaints can be resolved at the time of the initial problem. If your complaint cannot be resolved on the day or is concerning another matter, please contact us at the main Club address, by email to: customer.care@ tottenhamhotspur.com or call us directly on: 0844 499 5000. We will acknowledge receipt of all email correspondence and seek to respond to any communication within ten working days, though this may increase during peak periods. Should you be dissatisfied with the response you have received or feel your complaint has not been resolved and refers to a Club specific issue, you can escalate your complaint for final resolution to the Club s Customer Services Manager of, if your complaint refers to a particular competition, with the governing body (the FA, Football League, Premier League or UEFA ). Should you still remain dissatisfied with these responses, you can escalate the case to the Independent Football Ombudsman (www.theifo.co.uk). In the event of any supporter breaching the Terms and Conditions of One Hotspur Membership and/or the Ground Regulations (incorporating all applicable law), we reserve the right to exclude the supporter from the stadium for a defined period or indefinitely. Any supporter who is excluded from the stadium will be provided with details in relation to their exclusion and can write to the Club for further information at safety@tottenhamhotspur.com. The stadium remains the private property of the Club and the Club retains the sole discretion in allowing access to the grounds. The Tottenham Hotspur Football Club Charter outlines our principal commitments and policies, including those for ticketing to ensure transparency and accountability. Our history, heritage and tradition It s what we have become known for and we shall always respect our past. The matchday We aim to achieve the very best matchday experience in every aspect with the enjoyment and health and safety of supporters our utmost priorities. Our ticketing policies are outlined in full on pages four to ten. A smoke-free Stadium White Hart Lane is a totally smoke-free environment. Our community We recognise the important part we play within our local community and, as such, continue to invest in it through our growing Tottenham Hotspur Foundation by working closely with the London Boroughs of Haringey, Enfield, Barnet, Waltham Forest and Epping Forest District Council. Eliminating discrimination from football We do not tolerate discrimination of any sort at the Club, on the pitch or in the stands. As such, we participate in a number of initiatives, some in partnership with other organisations, aimed at eliminating discrimination from football permanently. Our nominated charities and the good causes we support. We recognise our corporate social responsibility and so each season the Club will nominate specific charities and other good causes that we will work with. Quality merchandise We aim to provide a range of quality merchandise for the benefit of all our supporters. Our merchandise refunds and exchange policy is as follows: If goods are not suitable, they are fully refunded* or exchanged provided they are returned promptly to the point of sale within 28 days in new and unused condition, with their original tags and wrapping intact and proof of purchase. Our replica range for Season 2013/2014 will have a one-season lifespan. Our staff The Club is an equal opportunities employer and all applicants for employment will be regarded equally and be given equal opportunities irrespective of their race, colour, nationality, religion, sex, sexual orientation, marital status, age, disability or ethnic origin. * Except special items (e.g. printed replica shirts). Please see specific reatil terms and conditions for further information. 03
Our ticketing policies are outlined below. Our guiding principles in determining ticket policies are that they should be fair and right for the majority of our fans and should reward those who attend most regularly. When the Club classes a game as being sold out, the ticket resale marketplace from StubHub will become active. One Hotspur Season Ticket Holders can resell their seat for matches they cannot attend, at a price they set. For more information visit tottenhamhotspur.com/tickets/ stubhub Ticket allocation Tickets are allocated differently for home League fixtures, home Cup fixtures, away League fixtures and away Cup fixtures. See the relevant section in the following pages for further information. Ticket purchasing methods Match tickets can be purchased in the following ways, subject to ticket allocation and on-sale dates. Please refer to the Club s Communication Channels for full ticket details of the relevant fixture. When the Club announces on-sale dates and times, the same on-sale date and time applies to the online ticket service (booking fees apply). Before booking home match tickets, please note that our online booking service is the fastest and most effective way of securing your tickets. Online Tickets may be purchased 24 hours a day, seven days a week. Log-on to our home page tottenhamhotspur.com and click on Ticket info and then the sub heading of Buy tickets. If you have not already done so, you will need to register and create an account before being able to purchase tickets. 04
By telephone 0844 844 0102, Monday to Friday 9.30am-5.00pm. You will require your postcode and house number, together with a valid credit/debit card. * Tickets purchased online and via the telephone service are subject to booking fees. Details of all booking fees can be accessed at tottenhamhotspur.com/tickets. One Hotspur The Official Membership Our popular Membership scheme has five tiers - Platinum, Gold, Silver, Bronze and Lilywhite allowing fans to choose a level appropriate to their needs and to reflect their support for the Club. One Hotspur Platinum A Home Season Ticket*, an Away Season Ticket** and registration to the Home and Away Cup-Tie Guarantee Schemes. One Hotspur Gold A Home Season Ticket* and registration to the Home Cup-Tie Guarantee Scheme. One Hotspur Silver A Home Season Ticket* One Hotspur Bronze Traditional Club membership, registration to the Season Ticket Waiting List and the opportunity to purchase multi-ticket packages during the season. One Hotspur Lilywhite Traditional Club membership including ticket priority over non-members. Further information and full details on the One Hotspur Terms and Conditions can be found at www.tottenhamhotspur.com/ ticketing. StubHub Every 2013/2014 One Hotspur Platinum, Gold and Silver Member will receive access to StubHub, the Official Ticket Resale Marketplace of Tottenham Hotspur. This will allow those Season Ticket holders who can t make a match to sell their ticket to the game securely online to other supporters at a price set by them. For more information visit tottenhamhotspur.com/tickets/ stubhub-faqs/ For full details of One Hotspur, how to take advantage of the related benefits and the associated terms and conditions, visit: tottenhamhotspur.com/onehotspur For season 2013/2014, terms and conditions apply to season ticket holders who hold more than one season ticket in their name or in the name of a registered business. The Ticket Office will write to all those supporters where the new terms and conditions are applicable. * A Home Season Ticket guarantees admission to all 19 home League fixtures, plus the first two Cup-Ties in either The FA Cup or the Football League Cup. ** An Away Season Ticket guarantees admission to all 19 away League fixtures, plus the first two Cup-Ties in either The FA Cup or League Cup. Details relating to season ticket holders access to seats for UEFA governed competitions will be announced prior to the fixtures. Please see www.tottenhamhotspur.com for up to date details on ticketing news for these fixtures. 05
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In person At the Ticket Office, open Monday to Friday 9.30am - 5.00pm, matchdays from four hours before kick-off through to the half-time whistle. Turnstiles close at the halftime whistle. Payment Options All major credit/debit cards are accepted with the exception of American Express and Diners Club cards. All card transactions are subject to booking fees and transaction charges as outlined. A maximum of six match tickets may be purchased on one credit/debit card number. Home League match tickets All tickets are subject to availability and prior commitments. Prior commitments include Club sponsors, League (or relevant governing body), players, coaches, Executive Club Members, Vice-Presidents and One Hotspur Platinum, Gold and Silver Members. Priority for match tickets within the Family (North) Stand will initially be offered to families (One Hotspur Junior Bronze and Junior Lilywhite Members. All accompanying adults need to be One Hotspur Members). On the tenth day of the One Hotspur Bronze and Lilywhite Members priority period, all One Hotspur Members will then have a one-day window to purchase one additional Guest Ticket. Guest Tickets are dependent on availability and are not guaranteed, and will not necessarily be near the One Hotspur Member s seat. Concession Guest Tickets are only available for family matches in designated areas (before tickets go on general sale). One Hotspur Bronze Members have an additional priority window to purchase one ticket per member prior to One Hotspur Lilywhite Member sale. Please see tottenhamhotspur.com/tickets/ ticket-on-sale-dates/ for further details. After the Club has fulfilled these obligations, One Hotspur Bronze and Lilywhite Members have a ten-day priority period to purchase one ticket. 07
Discretionary concession ticket prices are available in the North (Family) Stand for all fixtures and in the South Stand for nominated Family matches. For more popular fixtures, One Hotspur Members may take up the full ticket allocation and therefore tickets will not always be available to the general public. Should there be any tickets remaining after the priority booking period, these will go on-sale to the general public through the normal purchasing methods (see page seven for full details). When the Club classes a game as being sold out, our new Ticket Exchange system will become active. See page seven for more details on how to use the Ticket Exchange. Normally the Club will permit the sale of up to six tickets in one transaction. However, a maximum ticket restriction may be implemented by the Club for any match. Away match tickets inclusive of Cup-Ties As the Club is given different ticket allocation options from the host club, we are required to confirm our chosen option one month prior to the fixture date. Away match ticket information is advertised through the Club s Communication Channels approximately six weeks in advance of the match date so that the Club may gauge demand for tickets. To ensure the majority of supporters are facilitated, please submit your application early if you wish to purchase a ticket for the fixture. Successful applications will not be charged until the week leading up to the closing date. Allocation of away match tickets is given to the following groups in this order of priority: One Hotspur Platinum Members and the Club s prior commitments (outlined on page seven); One Hotspur Gold and Silver Members, One Hotspur Bronze and Lilywhite Members. In the unlikely event of any tickets remaining, these will go on-sale in person from the Ticket Office. For any occasion where demand exceeds availability, loyalty points will be used to determine priority (see page 12 for further details on loyalty points). Cup Finals or The FA Cup Semi Final Should the Club participate in a Cup Final or The FA Cup Semi-Final, the Club will provide details of all ticket application processes through its Communication Channels. However, the quality of the seat is not guaranteed and holders of higher-priced membership will not receive priority or preference for the better seats over holders of lower priced membership. As ordinarily the Ticket Office will only have two weeks from the receipt of the actual tickets to distribution to successful applicants, the allocation process has to begin immediately and makes any system of awarding priority by One Hotspur membership price a practical impossibility. 08
Multi-ticket packages One Hotspur Bronze Members can now buy multi-ticket packages during the season to give them a taste of what it s like to be a One Hotspur Platinum, Gold and Silver Member (season ticket tiers of the One Hotspur Membership). The multi-ticket packages available to One Hotspur Bronze Members will be announced through the Club s Communication Channels upon fixture confirmation. For more popular fixtures, One Hotspur Members may take up the full ticket allocation and therefore tickets will not always be available to the general public. Should match tickets for home League fixtures go on general sale, they can normally be purchased from 9.30am the Thursday preceding, three weeks in advance of the match date (this date is subject to change) through the normal purchasing methods (see page seven for full details). When the Club classes a game as being sold out, the StubHub ticket resale marketplace will become active. See page seven for more details on how to use the Ticket Exchange. Normally the Club will permit the sale of up to six tickets in one transaction. However, a maximum ticket restriction may be implemented by the Club for any match or at any time the Club deem it appropriate. Home Cup matches One Hotspur Platinum, Gold and Silver Members are entitled to free admission to the Stadium and to sit in their designated seat(s) for the first two Cup-Ties played by the Club at the Stadium in The FA Cup or Football League Cup. Should the Club be successful in reaching further home Cup-Ties, tickets for these games will firstly be allocated to One Hotspur Platinum and Gold Members and prior commitments (as outlined on page nine)*. Please consult tottenhamhotspur.com for ticketing details for these matches as and when they occur. One Hotspur Silver Members will be given a priority period in which to purchase their normal seat for the match subject to the Club s commitments as outlined. One Hotspur Bronze and Lilywhite Members will then also have a priority period in which to purchase a ticket for the game. Priority for match tickets within the Family (North) Stand will be initially offered to families (One Hotspur Junior Bronze and Junior Lilywhite Members. All accompanying adults need to be One Hotspur Members) subject to match schedules. The length of the priority periods for these matches will depend on the notice the Club receives before the fixture takes place. We will make every effort to ensure these periods are as convenient as possible and that they also allow for the opportunity to buy Guest Tickets. However, on some occasions this may not be possible. Should time allow as outlined above, all One Hotspur Members will then have a one-day window to purchase one additional Guest Ticket before tickets go on general sale. Guest tickets are dependent on availability and are not guaranteed, and will not necessarily be near the One Hotspur Member s seat. Where the demand for the higher-priced seats exceeds availability applications will be processed on a first-come-firstserved basis. Should the ticket allocation for the Cup Final not satisfy all the Club s prior commitments, ticket allocation will be carried out using the Club s loyalty scheme. * Please note, separate arrangements may apply for UEFA Champions or Europa League matches. 09
Fixture changes The complex combination of TV, the Premier League, European fixtures and International weeks, added to Cup fixtures for both the League Cup and The FA Cup, means certain matches may be subject to change of match date and kick-off time. It is the responsibility of the ticket holder to ascertain the rescheduled match date and kick-off time, which is communicated through the Club s Communication Channels. The Club is not liable for any travel or accommodation costs incurred or lost as a result of these fixture changes and no refunds or compensation will be paid in these circumstances. NB - FIXTURE CHANGES ARE OFTEN MADE AT SHORT NOTICE SO PLEASE CHECK THE CLUB S COMMUNICATION CHANNELS AND NATIONAL PRESS REGULARLY, INCLUDING OUR TICKET OFFICE TODAY SERVICE AT TOTTENHAMHOTSPUR.COM Fixture dates The Club does its best to avoid religious holidays where possible but as fixtures are influenced by a number of different parties, in some circumstances, it is unavoidable. Restricted views Due to the age of the East Stand, two pillars affect a number of the seats within the Upper and Lower Tiers of the stand. All seats which have one or both goals obstructed are deemed to be restricted view seats and as such, are sold at a discretionary discounted rate. Other seats within the East Stand are affected by pillars without a differential price, as the obstruction does not affect the view of the goal itself. It is possible that, from time to time, additional pieces of infrastructure may be added to the stadium that may affect spectators view of one or both goal areas. The Ticket Office will endeavour to inform all supporters if their seat has a restricted view and the ticket will be clearly marked with the text Restricted View. Throughout the Stadium there are safety barriers/ hand rails to ensure customer safety. Seats surrounding these barriers are not deemed to have restricted views. The Family (North) Stand In line with our continued commitment to attract younger supporters and to provide an enjoyable matchday experience for them, the North Stand will again be designated for family groups and Juniors. As such, supporters will only be able to purchase match tickets and any available Season Tickets in the North Stand if they are accompanied by Juniors. Abandoned home matches In the event of the match being postponed or abandoned, your ticket is valid for the new date. For abandoned matches, the admission charge for the new fixture is dependent on how much of the abandoned game has been completed. If the match is abandoned after spectators are admitted, but before kick-off, admission to the re-arranged match is free. If the game is abandoned after kickoff, admission to the rearranged match is at half-price. Persons wishing to gain a ticket for the re-arranged match must produce their ticket stub or email confirmation from the postponed or abandoned match in order to do so. The Club s liability The Club is not liable for any loss, damage or injury sustained or incurred (howsoever arising) by any individuals or groups of individuals whilst on Club premises. 10
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Loyalty Points The loyalty point policy has been established to be fair and appropriate for all of our fans and to reward those who attend most regularly. Loyalty point totals are accumulated from points awarded over the four previous seasons and the current season. Loyalty points will go towards your ticket priority for matches where demand for tickets exceeds availability (Arsenal away or The FA Cup Final for example). For these games, all One Hotspur Platinum, Gold and Silver Members are matched against fellow One Hotspur Platinum, Gold and Silver Members, with One Hotspur Platinum, Gold and Silver Members still receiving priority over One Hotspur Bronze and Lilywhite Members. One Hotspur Bronze and Lilywhite Members are matched against fellow One Hotspur Bronze and Lilywhite Members. Should you select to apply for a ticket as a group, each person s total number of loyalty points will be considered separately. For example if five supporters apply as a group to sit together and the minimum number of loyalty points required was 100 and one person has 90, that person would be unsuccessful. This is different to previous years where a group average was taken. Loyalty points awarded for each match will be advertised prior to tickets going on-sale with the number allocated to that fixture depending on the opposition and nature of the game. For example (for illustration purposes only) Arsenal = one point, Sunderland = three points and an Accrington Stanley evening Cup match = five points. Accumulated loyalty points for One Hotspur Members may be viewed 24 hours a day, seven days a week, by logging on to tottenhamhotspur.com, clicking on to Ticket Info and then the sub-heading of Buy Tickets. You will need your Client Reference Number (found on your One Hotspur Membership card), date of birth and postcode. Children/Senior Citizen Concessionary Priced Match Tickets One Hotspur Senior Bronze, Senior Lilywhite (65 or over) and One Hotspur Junior Bronze and Junior Lilywhite Members qualify for up to half-price tickets (subject to availability). These are available in the Family North Stand and Blocks A and 24 in the East Stand. Additional half-price tickets are available in the South Stand for designated Family Matches. These Family Matches are advertised through the Club s Communication Channels. Family Matches The Club will select a number of Family Matches to encourage families to attend Premiership football matches and enjoy the atmosphere at White Hart Lane. Purchase in advance (subject to availability) one adult ticket in the South Stand and you can purchase one junior ticket (holder must be under 16 years of age, only persons aged under 16 years of age will be allowed access into the ground with a junior ticket) per adult for half-price. Details of these designated matches will be advertised through the Club s Communication Channels. 12
Supporters with disabilities Details of all ticketing arrangements and our disabled support services can be obtained from our Disability Liaison Officer, by contacting: 020 8365 5161, by fax: 0870 420 5001, by e-mail to: support@tottenhamhotspur.com or by post to: Disability Liaison Officer, Tottenham Hotspur Football & Athletic Co, Bill Nicholson Way, 748 High Road, London, N17 0AP. We also have a text phone service which has been installed for fans who are hard of hearing. Please call 0870 420 5002 for this service. Match ticket upgrades If a supporter has purchased a One Hotspur Junior or Senior Platinum, Gold or Silver membership match ticket and the individual for whom it was purchased is unable to attend the match, at the Club s discretion the Ticket Office will upgrade the specific match ticket for adult admission to a home supporter on the match date for the differential matchday price. Refunds policy No refunds will be issued on Season Tickets once the season has commenced. In order to obtain a refund on a Home match ticket, the ticket must be returned to the Ticket Office no later than seven days prior to the date of the game. In the event of a virtual ticket being loaded on to the Stadium access card, notification must be provided to ticketoffice@ tottenhamhotspur.com, with the original booking reference number no later than seven days prior to the fixture. Tickets bought through the Guest Ticket scheme will not earn loyalty points. One Hotspur Platinum, Gold and Silver Members Loyalty points are awarded for the length of time a member has consecutively held his or her tickets, up to a maximum of nine years. These are awarded at a rate dependent on tier of membership and are added once per season. Additional tickets purchased for away matches and home and away Cup matches, not included within the relevant One Hotspur Membership, are also awarded points. The Club issues a renewal deadline to all One Hotspur Platinum, Gold and Silver Members. If One Hotspur Platinum, Gold and Silver Members do not renew their seat(s) prior to this date, they will lose their loyalty points. One Hotspur Bronze Members Loyalty points are awarded for tickets for each home and away match purchased, provided they were purchased prior to the fixture going on general sale, as well as for their registration to the Season Ticket Waiting List. One Hotspur Lilywhite Members Loyalty points are awarded for tickets for each home and away match purchased, provided they were purchased prior to the fixture going on general sale. The Season Ticket Waiting List All One Hotspur Bronze Members are registered on the 2013/2014 Season Ticket Waiting List. Should they reach such a position on the list that a seat becomes available, our Ticket Office will contact them and offer them the chance to buy a 2013/2014 Season Ticket and therefore become a One Hotspur Platinum*, Gold or Silver Member (the Season Ticket tiers of One Hotspur). * A waiting list, at no charge, may apply to join the Platinum tier. 13
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Match prices Season 2013/2014 There are three pricing categories for matchday admission prices for the 2013/2014 Season A, B and C. For match category information please visit tottenhamhotspur.com. Cup matches The admission prices listed below are generally those applicable for all Cup matches, unless otherwise notified by the Club through our Communication Channels. STAND CATEGORY A CATEGORY B CATEGORY C West Stand Upper 81.00 58.00 47.00 West Stand Lower 71.00 54.00 44.00 East Stand Upper 71.00 54.00 44.00 East Stand Upper (Restricted View) 59.00 47.00 39.00 East Stand Lower 61.00 45.00 40.00 East Stand Lower (Restricted View) 48.00 39.00 35.00 South Stand Upper 54.00 41.00 37.00 South Stand Lower 48.00 37.00 32.00 North Stand Upper 54.00 41.00 37.00 North Stand Upper (Senior Citizen) 31.00 24.00 22.00 North Stand Upper (Junior) 28.00 22.00 20.00 North Stand Lower 48.00 37.00 32.00 North Stand Lower (Senior Citizen) 28.00 21.00 19.00 North Stand Lower (Junior) 25.00 19.00 17.00 Arsenal Chelsea Liverpool Manchester City Manchester United West Ham Aston Villa Everton Fulham Newcastle United Norwich City Southampton Sunderland Cardiff City Crystal Palace Hull City Stoke City Swansea City WBA BOOKING FEES MEMBERS SALES PHASE GENERAL SALES PHASE Online 1.75 3.50 Phone 2.25 3.50 Supporters with disabilities: All tickets in our disabled areas are sold at the relevant price for the stand and category of fixture. Each disabled supporter can be accompanied by one carer or assistant free of charge. Concessionary prices are available to those under 16 and over 65. 15
Stadium plan Season 2013/2014 16
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How to get to White Hart Lane Train White Hart Lane and Northumberland Park mainline stations are five minutes walk from the stadium, which joins the Victoria Line tube service via Seven Sisters and Tottenham Hale respectively. There is an excellent bus service from Seven Sisters running past the stadium entrance. Trains run from both Seven Sisters and Tottenham Hale to Liverpool Street Station and direct trains take about 20 minutes. A taxi rank is available at Tottenham Hale Station, which is also on the Victoria Line. Road The stadium is located on the A1010 (Tottenham High Road) and is one mile south of the A406 (North Circular). You can easily join the A406 from the M25 (junction 25), the M11 and the A10. The M25 is 15-20 minutes from the stadium. From the City follow the A10 to Bruce Grove then straight on to the A1010. Air Stansted Airport is approximately 30 minutes away with direct access by train to Tottenham Hale. White Hart Lane Northumberland Park Bruce Grove Seven Sisters Tottenham Hale London Underground Mainline Station 18
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Frequently asked questions and answers What happens if I forget my One Hotspur Platinum, Gold or Silver Season Ticket on the day of a match? If a One Hotspur Season Access Card has been forgotten, a duplicate match ticket may be issued by the Ticket Office for a charge of 10 to enable the One Hotspur Member to enter the ground. This system is felt to be fair and preferable to that previously in force, namely of not letting the individual concerned into the Stadium. This is an anti-touting and a safety issue. What happens if I forget/lose my matchday ticket? Matchday tickets may not be duplicated or re-printed. Your match ticket or access card is essential to gain admission into the Stadium. Please ensure you keep it safe. No match ticket or access card means no admission. How can I change my existing Season Ticket seat(s)? Transfer requests must be made by completing the transfer request form, prior to the season commencing. It is not possible to apply for a seat transfer when renewing online. I am a One Hotspur Member, how can I buy an additional ticket? One Hotspur Members will have a one-day window to purchase one additional Guest Ticket for any home League fixture. This day will be on the tenth day of the priority-booking period for One Hotspur Bronze and Lilywhite Members the day before any remaining tickets go on general sale. Guest Tickets are dependent on availability and are not guaranteed and will not necessarily be near the One Hotspur Member s seat. Concession Guest Tickets are only available for family matches in designated areas. When am I entitled to a refund on my Season Ticket? No refunds will be given unless a One Hotspur Platinum, Gold or Silver Member returns their Season Ticket before the start of the season. Am I able to spread the cost of my One Hotspur Silver Membership across the season? The Club offers an easy payment scheme where the cost of your One Hotspur Silver Membership may be paid in monthly instalments. Further details will be sent to supporters requesting this option. Why can t I transfer my loyalty points between Season Tickets and Club Membership? The loyalty is calculated quite differently between the two schemes. As in all ticketing procedures, Season Ticket Holders will always have priority over Club Members. Points are therefore calculated and applied within each associated group. Does the Club offer supporters the opportunity of official travel to away matches? If you are a One Hotspur Member you may apply for the official travel, through Thomas Cook Sport at thomascooksport.com/ tottenhamhotspur. Coaches are operated for all away matches excluding the London and local matches, subject to demand. Coach times and charges are advertised through Thomas Cook Sport. On occasions, for popular away domestic or European Cup-Ties, the Club will operate coach, rail and, if applicable, flight options. These packages will be advertised through the Club s Communication Channels. 20
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I applied for an away match ticket. How do I know if I have been successful? All match tickets and unsuccessful match applications are posted out by the Ticket Office at least seven days in advance of the match date. If you have not received a match ticket or your returned application three days prior to the match date, please contact the Ticket Office on 0844 844 0102, selecting option two from the menu. If you have been successful, and not received your match tickets, the Ticket Office will confirm to the away club that you have not received your original tickets through the post. You will need to visit the away club s Ticket Office on the matchday with I.D. to collect a duplicate set of tickets. These tickets may only be collected if the Ticket Office has been informed prior to the match date, so they can forward relevant information to the away club. Why is it difficult to get through to the Ticket Office on the morning of an on-sale date? Unfortunately with all sporting, pop or music events, there must be a date and a time when the tickets first go on-sale. Our call centre is always fully-manned, with additional support staff, in preparation to accept supporters calls on these dates in addition to our online ticketing servers having upgraded capacity. However, with thousands of supporters all attempting to purchase match tickets at 9.30am on the first day of sale, all calls or online requests cannot be actioned simultaneously. For the majority of fixtures, the initial large call volume has cleared after the first two hours of sale. If you are a One Hotspur Member calling to book tickets, please have your One Hotspur Membership number to hand, together with a valid credit/ debit card, to speed up the sales process. Whilst the information contained within the Customer Charter covers most enquiries relating to ticketing, access and safety at Tottenham Hotspur, it does not supersede the Ground Regulations, Stadium Licences and/or Terms and Conditions. Full details of our Terms and Conditions can be accessed at tottenhamhotspur.com/ticketing or can be provided on request by emailing ticketoffice@tottenhamhotspur.com. All supporters are advised that the Terms and Conditions of entry also encompass the Ground Regulations. Full details of our Retail Terms and Conditions can be accessed at http://shop.tottenhamhotspur.com/ termsandconditions.php. Privacy Statement The Club is registered under the Data Protection Act, 1998 and complies with the Act in all its dealings with your personal data. Your personal information will not be passed to a third party without your explicit consent. The Club will keep your name, address, email address, phone numbers and other personal details including credit/debit card information and use this information to fulfil your order(s) for Season Tickets plus Membership and for customer service purposes. We will disclose your information to our service providers and agents for these purposes. Unless you advise us, we will also use your contact information to advise you of similar offers in the future. If you wish to register for additional offers from the Club, and have not already done so, please refer to the application form. If you have already registered for such additional offers and wish to change your preferences, just email details to or send a postcard with your details to The Data Controller, Tottenham Hotspur Ltd, FREEPOST NAT7219, Bill Nicholson Way, 748 High Road, Tottenham, London N17 0BR. When you give information about another person, you confirm that they have appointed you to act for them, to consent to the processing of their personal data and to receive on their behalf any data protection notices. You have a right to ask for a copy of your information and to correct any inaccuracies, please write or email to the addresses shown. 22
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TO DARE IS TO DO Club Communication Channels and telephone numbers Telephone: One Hotspur Members and Ticket Office: 0844 844 0102 Main Club enquiries: 0844 499 5000 Other useful Club contact information: Customer Service: customer.care@tottenhamhotspur.com Retail Mail Order: mailorder@tottenhamhotspur.com Charitable Requests: charities@tottenhamhotspur.com Fax No. (Ticket Office): 0870 420 5001 Overseas callers for ticket enquiries: 00 44 207 998 1068 Co-ordinator for supporters with disabilities: 020 8365 5161 Text phone service for hard of hearing: 0870 420 5002 Co-ordinator for supporters with disabilities email: support@tottenhamhotspur.com Ticket Office email address: ticketoffice@tottenhamhotspur.com One Hotspur email address: onehotspur@tottenhamhotspur.com Website: tottenhamhotspur.com EMAIL NEWSLETTER Free weekly e-mail newsletter to get yours, visit tottenhamhotspur.com, and select sub heading register. DESKTOP NEWS ALERTS Stay one step ahead with free news alerts sent straight to your desktop. To download yours, visit tottenhamhotspur.com, and click on news and select heading desktop alert. Tottenham Hotspur Football Club Bill Nicholson Way, 748 High Road, London N17 0AP Telephone: +44 (0)844 499 5000 Facsimile: +44 (0)870 420 5001 TOTTENHAMHOTSPUR.COM facebook.com/tottenhamhotspur @spursofficial spursofficial