2019/20 Remaining Fixtures and 2020/21 Renewals FAQs

*** Update 8 July 2020 - The Club has announced that Season Ticket renewals for the 2020/21 Premier League season will take place from 13 July until 7 August. Please see our FAQs for further details. ***

 

Given that, unfortunately but understandably, supporters will not be able to attend any remaining matches for the 2019/20 Premier League season, the following FAQs have been prepared to update fans on the five remaining home matches, any credits held on ticketing accounts and renewals for the 2020/21 season.

Our remaining home fixtures are against Manchester United, West Ham United, Everton, Arsenal and Leicester City.

 

Season Ticket Holders FAQs

 

One Hotspur Members & Ticket Purchasers FAQs

 

Premium Members FAQs

 

 

Season Ticket Holders 

 

Will Season Ticket Holders receive a credit for the final five home fixtures?

Yes. For the final five home fixtures we shall issue a pro rata credit to all Season Ticket Holders and 1882 Members. 

1882 Members' credits have been calculated based on all home league and domestic Cup matches. Season Ticket Holders who recently purchased a five game Season Ticket will be contacted directly about their credit.

 

What will happen to the credit in my account?

The credit, together with any amounts accrued via the Ticket Exchange platform up to and including the home match against Wolves on Sunday, 1 March will be placed in your One Hotspur Ticketing account.

These funds can be applied against your 2020/21 Season Ticket. You will not need to do anything – your seat will be secured and we will contact you in due course about completing your renewal.

 

When will I be able to renew my Season Ticket? (Updated 8 July)

The Club has announced that Season Ticket renewals for the 2020/21 Premier League season will take place from 13 July until 7 August. Please see our FAQs for further details.

 

Will I be able to withdraw my credit as a refund, rather than leave it in my account?

Yes, any Season Ticket Holder who wishes to request a refund instead of having this credit set against next season’s season ticket will be able to do so. Details on how to request this refund will be emailed to all Season Ticket Holders.

 

Why am I receiving a pro rata credit rather than the match category price for each game?

A season ticket is a single, seasonal product, priced and purchased as one transaction. The cost of the season ticket is based on 19 home Premier League matches, irrespective of match categories, and includes additional benefits such as priority access to Cup games, a Season Ticket pack, retail and tour discounts and access to One Hotspur Moments and partner benefits. We are crediting all Season Ticket Holders for the proportion of their season ticket that cannot be accessed as a result of five matches being played behind closed doors. This means that you will receive the pro-rata amount of 5/19th of the price you paid for your 2019/20 season ticket. 

 

I receive a match category credit when I sell my ticket through Ticket Exchange rather than 1/19th of my season ticket cost, so why don’t I get a match category credit when I can’t attend matches with my season ticket?  

In addition to the answer given above, the purpose of Ticket Exchange is to ensure that Season Ticket Holders can sell their ticket safely and securely for matches they cannot attend, with priority given to One Hotspur Members to buy it and support the team in their place. Use of Ticket Exchange this season indicates it is a valuable service for both parties. We credit the Season Ticket Holder with the full match category price because that is what is paid by the purchasing Member and because we want to encourage use of the Ticket Exchange platform. We believe our Season Ticket Holders value the current approach to Ticket Exchange and would prefer us not to change it.

 

I sold my seat for the Manchester United and / or West Ham United matches on Ticket Exchange. Will I still receive the match category price?

No. As the match is no longer taking place with supporters in attendance, the Ticket Exchange transaction has been voided and the Purchasing Member(s) will be refunded. The original Ticket Exchange credit, at the match category price, will be debited from your One Hotspur Ticketing Account, with the transaction clearly indicated. You will receive the pro-rata credit related to the game instead. This will apply regardless of whether the original Ticket Exchange credit was withdrawn.

 

What if I have already withdrawn my credit for the Manchester United and / or West Ham game?

As the match is no longer taking place with supporters in attendance, Ticket Exchange transactions have been voided and purchasing Members will be refunded. Season Ticket Holders will receive a single pro rata credit for the remaining five matches. The original Ticket Exchange credit, at the match category price, will be debited from your account, with the transaction clearly indicated. This will apply regardless of whether the original Ticket Exchange credit was withdrawn.

 

What if I have already transferred my ticket for Manchester United / West Ham through Ticket Share?

As the match is no longer taking place with supporters in attendance, all Ticket Share transactions have been cancelled. Season Ticket Holders who transferred their ticket originally will still receive a pro-rata credit. As it is free to transfer tickets through Ticket Share, no refund is due to the original recipients of the tickets. 

 

Can I change my season ticket seat?

Now that we have had a year at the new stadium, and as we look ahead to next season, we are keen that fans have an opportunity to change seats should they wish to do so and we shall use the time now available to plan possible moves. Relocation will be subject to availability.

All season ticket holders will have been emailed a relocation request form. Those wishing to apply for a relocation to another part of the stadium should complete and submit this form. Relocation will be confirmed following the completion of renewals. Please do not submit more than one form. 

Please see Season Ticket Relocations FAQs for further details.

 

Can I recoup any travel costs I incurred for the fixtures now being played behind closed doors?

We would recommend that you contact your travel provider directly to discuss any booked travel. Big Green Coach customers can retain a credit to be used in the future or request a refund by emailing customerservice@biggreencoach.co.uk stating your order number.

 

 

One Hotspur Members & Ticket Purchasers

 

I have already bought tickets for a game that is now being played behind closed doors. What happens now?

Supporters who purchased General Admission match tickets for any of the remaining home matches will receive an automatic refund to the debit or credit card used to make the original purchase. You do not need to do anything. If we cannot process your refund, we shall contact you to arrange it.

 

When will I receive my refund?

Refunds will be processed on a match by match basis and supporters with tickets for multiple matches will receive a refund for each match. We would politely ask for your patience as we shall be processing a significant volume of transactions. We are aiming to have all refunds processed no later than 10 July. As per our terms of purchase, booking fees cannot be refunded.

 

When will I be able to renew my membership for next season?

Full details regarding One Hotspur Membership renewals for next season will be communicated to current members in due course.

 

When will my current membership expire?

2019/20 One Hotspur membership subscriptions which were due to expire on 31 May have been extended in line with the extended 19/20 Premier League season. There is no need to do anything and you won’t be charged anything for this extension. As more information becomes available regarding the end of this season and the start of next, we will be in touch regarding membership renewals.

 

Can I recoup any travel costs I incurred for the fixtures now being played behind closed doors?

We would recommend that you contact your travel provider directly to discuss any booked travel. Big Green Coach customers can retain a credit to be used in the future or request a refund by emailing customerservice@biggreencoach.co.uk stating your order number.

 

 

Premium Members 

 

Will I receive a credit for the remaining five home games of the season?

Yes, Executive Members will receive a pro-rata credit for each of the remaining five matches. All Members will receive further communication from the premium account management team in due course detailing the process. Executive Members with a credit balance on Ticket Exchange from the 2019/20 season will also have this credit applied to their account. 

 

I purchased a Premium Matchday Package, what should I do?

You do not need to do anything; our Premium sales team will be in touch in due course detailing the process.

 

 

We share fans’ disappointment that they will not be present for our remaining matches. The safety of players, staff and fans is of paramount importance and we shall be working with all concerned as we seek to play the remaining matches when it is safe and appropriate to do so.

 

 

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