Return of Fans - Matchday FAQs

We are looking forward to welcoming fans back to Tottenham Hotspur Stadium for our final home match of the 2021/21 season against Aston Villa. This game is due to be played at 6pm on Wednesday 19 May.

Health and safety measures in place will mean that your matchday experience will be somewhat different to what you would have been used to pre-COVID 19.

All match attenders will be emailed information about these new measures, but you can also learn more about them below. Please click on each topic to see our frequently asked questions about each one.

 

Before the Game

 

On the Day - General Information

 

At the Stadium

 

Digital Tickets

What is digital ticketing and where can I learn more?

As previously communicated and successfully implemented for our previous reduced-capacity matches last December, we have introduced a fully contactless digital ticketing operation.

In addition to making the matchday entry process as smooth as possible, the new system has been designed to help protect supporters’ health, safety and security by allowing us to reduce physical contact during the stadium entry process and understand who is inside the stadium on matchdays.

To learn more about digital ticketing, please refer to our Digital Ticketing FAQs.

 

Code of Conduct

What is it and where can I learn more?

Our updated Code of Conduct specifies the steps that fans can take to respect the health and safety of themselves and others in these situations. Supporters must adhere to the Code at all times and our stewards may take action against those who fail to do so.

 

 

Health Questionnaire

What is the health questionnaire and where can I learn more?

Before matchday, all match attendees will be emailed a link to complete a Health Questionnaire. Only once the questionnaire is complete will your digital ticket be activated for the match.

To learn more about our Health Questionnaire, please refer to our Health Questionnaire FAQs.

 

 

Check Your Seat and Entry Times

Why have I been given a specific entry time?

Your digital ticket is valid for a specific entry time to control the flow of supporters into the stadium and reduce the associated risks of most supporters arriving at the same time.

We strongly advise you plan your travel to arrive for your allotted entry time, otherwise you may be refused entry.

 

Will I be using the same Entrance I normally use?

As you may not be using your normal Season Ticket seat, please take note of your Entrance number and specific entry time stated on your digital ticket.

You are only permitted to enter the stadium at your designated Entrance.

 

 

Getting Here

We advise supporters to travel only in their social bubble and plan in advance to avoid busier public transport times.

Please check our official website, the Spurs Official app, social media or your match attenders’ email for the latest Travel Update before attending.

 

What public transport options are available?

The London Overground routes connecting White Hart Lane station to London Liverpool Street, Cheshunt and Enfield Town are now being served by a brand new fleet of trains.

All trains have increased capacity to assist social distancing. They also have real-time information screens, USB charging points, free Wi-Fi on board and additional wheelchair spaces.

We have worked with London Overground to ensure trains serving White Hart Lane will be formed of eight, rather than four carriages, to enable even greater levels of social distancing.

To avoid unnecessary congestion, we advise any supporters using the Victoria Line to walk to the stadium from Seven Sisters and  avoid interchanging between the Victoria Line an London Overground at Seven Sisters. Greater Anglia services will also be running from Northumberland Park station.

Please note, our Shuttle Bus and Regional Coach services will not be in operation for reduced capacity matches.

A reminder that face coverings must be worn at all times and hands should be sanitised regularly when using public transport, with a minimum of 1m social distancing to be observed on trains and platforms. Delays may occur at peak times.

Full guidance on staying safe while using public transport, visit: https://www.gov.uk/guidance/coronavirus-covid-19-safer-travel-guidance-for-passengers 

 

Will I be able to cycle to the stadium?

Many of our fans may have taken up cycling and walking by way of keeping fit during lockdown and may consider using these methods to get to matches.

Bike racks are located at the Tottenham Community Sports Centre and St. Frances De Sales School.

Although our Bag Policy still applies, stewards will be briefed regarding cyclists’ need to carry helmets and accessories into the stadium.

 

Will there be any parking available?

Designated parking is available for Blue Badge Holders and Premium guests with parking included in their membership.

Please note, our matchday Controlled Parking Zone around the stadium will be in operation.

 

 

Entering the Stadium

Where should I enter the stadium?

Your digital ticket will state which Entrance number you should use on arrival.

This may be different to the one you normally use so please ensure you take note of where your Entrance is located using the below map.

 

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Can I choose to enter via a different Entrance?

You are only permitted to enter the stadium at your designated Entrance.

 

 

Face Coverings

Are face coverings required?

You must wear a face mask or face covering on entry to, exit from and at all times within the stadium, apart from when you are eating or drinking.  

Supporters are also reminded that face coverings must be worn at all times when using public transport, with a minimum of 1m social distancing to be observed on trains and platforms.

 

Do I have to wear a face covering if I am medically exempt?

Some fans may be exempt from wearing face coverings and we ask that all fans respect that this may be the case.   

 

 

Bag Policy

Will the Club's bag policy be in place for reduced capacity matches?

Our Bag Policy will continue to operate for reduced capacity matches. Please ensure you familiarise yourself with this before attending as only bags that comply with the policy will be permitted entry to the stadium.

 

Will there be a bag drop available? 

No bag drop facilities will be available.

 

What if I have a medical condition?

If you have a medical condition that requires you to bring a bag or other equipment, please email ourAccess team. Existing bag exemption certificates are still valid.  

 

Using Your Ticket

Where will I need to show my ticket?

As usual, your ticket will be scanned twice – once by a steward at the bottom of the steps leading up to your designated Entrance, and once on the turnstile.

Once it is stored in your digital wallet, you will not need internet access for your ticket to work, but your device will need to be switched on.

 

How will my ticket be checked?

On approach to your Entrance, locate your ticket held within your Apple Wallet or Google Pay app. Present your phone for the steward to scan from a safe distance. For Android devices, make sure the barcode is facing the steward.

At the turnstile your phone should be held, screen up, over the contactless reader. You may also scan the barcode shown on your ticket under the barcode reader. Our stewards will be on hand for any assistance you may require.

Please note, each ticket will only work once on the turnstile – it is not possible to pass your ticket onto anyone else once you have entered the stadium.

 

Will the process by the same for supporters registered on the Disability Access Scheme?

The digital ticketing and security process will apply at our accessible entrances as stated, with tickets being scanned just once by the designated steward, along with a temperature check, at your Entrance.

 

How do Junior supporters access their ticket?

Junior digital tickets will be emailed to the registered email address on the account.

As multiple tickets on the same device are prohibited, the ticket must be downloaded to the Junior supporter's device.

If the Junior is unable to do so, or if they do not have a compatible smartphone, please see our Digital Ticketing FAQs.

 

 

NHS Test and Trace

Will the Club be supporting NHS Test & Trace?

As with all public venues during this time, the Club is supporting the NHS Test & Trace scheme.  

QR codes will be found at all entrances and we ask that fans check-in by scanning, either using the NHS COVID-19 app or your phone’s camera, on arrival.   

 

 

Staying in one place

Can I move about within the Stadium?

Our stadium has prided itself on creating the ultimate matchday experience, providing fans the ability to visit all areas and places of interest regardless of where you are sitting.

During these extraordinary times, we have had to segment the venue to enable staggered arrivals and departures of different areas.

This unfortunately means there will be no free-flow within the stadium and fans will be restricted to their designated area.

Please be assured that you will find food and drink outlets, toilets (including accessible toilet facilities) and First Aid rooms within any area of the stadium in which you are located.

 

 

Social Distancing

What social distancing measures will be in place?

At Tottenham Hotspur Stadium, we are fortunate to have bright and spacious concourse areas that allow for social distancing.

We shall nonetheless ask that you please take note of the clear signage and floor markings as you move around, enabling you to keep your distance from others. A maximum of four people will be permitted in our lifts, reserved for fans with access requirements, at any one time.

Regular PA announcements will remind fans of their social distancing obligations. Our digital screens within the concourses will not be showing any football content that may encourage fans to gather and will only be showing useful instructional content around social distancing.

 

 

Food and Drink

Will food and drink be available?

Yes. As social distancing measures will be in place, our hot food options will consist of quick-serve items, including our usual matchday fan favourites.

 

Where should I consume my food and drink?

Food and non-alcoholic drink can be consumed in the stadium bowl but please note that alcohol cannot. Alcohol must be consumed instead at one of the additional seating areas provided in our concourse areas, as per our licensing agreement.

 

What health and safety measures will be in place?

Face coverings will be worn by catering staff with touch points regularly sanitised. Food will be served boxed with pre-wrapped cutlery.

Catering staff will take food and drink orders from supporters located in our accessible areas and bring their order to them.

 

 

Matchday Programmes

Will matchday programmes be available to purchase?

All match attenders will receive a digital copy of our matchday programme free to download onto their mobile device and read ahead of kick-off, including all the usual exclusive interviews and features.

Although we are offering a digital programme to reduce social contact where possible, a physical copy of the programme will still be available to purchase on the day for the collectors amongst you. 

It's also possible for you to purchase a copy online here.

 

 

Cashless Payments

What methods of payments will I be able to use?

We are proud to have a fully cashless stadium for increased speed of service and improved hygiene.

Payments can be made using the following methods:

  • All major contactless debit and credit cards – the payment limit is £45
  • Mobile and wearable payment, including Apple Pay and Google Pay - this method supports high-value contactless payments

 

 

Increased Hygiene

Will hand sanitiser be available within the stadium?

Additional hand sanitiser stations have been installed throughout the concourses that we encourage fans to use, as well as in all washrooms. 

 

Will I be able to bring my own hand sanitiser?

We encourage fans to bring their own hand sanitiser with them if possible, in bottles no larger than 50ml.   

 

What cleaning measures will be in place in the stadium?

Enhanced cleaning measures – including infection control fogging, electrostatic spraying and disinfecting – will be taking place pre, during and post event  

 

 

Entertainment - In Your Seat

When should I take my seat?

On arrival at the stadium, get in your seat early as we bring you a full 90 minute programme of pre-match entertainment in the bowl.

 

What entertainment will there be?

From 16:30, there will be a live DJ set, with a matchday playlist to build the atmosphere up to kick-off.

You'll be able to watch our popular N17 Live broadcast on our big screens, bringing you all the build-up in the company of special guests.

This special edition broadcast will also reveal our One Hotspur Player of the Season, Junior Player of the Season, Official Supporters' Club Player of the Season and our Goal of the Season, as voted for by our fans.

 

Etiquette

Is there any matchday etiquette I should observe?

Although our seating plan will ensure fans are spaced appropriately to allow social distancing within the stadium bowl during the match, there will inevitably be times when fans unavoidably come into close proximity with each other.

Our Code of Conduct specifies the steps that fans can take to respect the health and safety of themselves and others in these situations. Supporters must adhere to the Code at all times and our stewards may take action against those who fail to do so.

We kindly request fans take note of the following etiquette:

  • if seeking to pass another spectator on the same row in order to access or leave your seat, you should ensure your back is turned as you pass in order to avoid close face-to-face contact
  • if you do need to leave your seat at any stage, please wait for a clear gangway
  • always cover your mouth and nose if needing to cough or sneeze
  • avoid hugs, high-fives and any close contact with anyone who is not in your social bubble
  • take care when shouting, singing or celebrating

Furthermore, all attendees MUST occupy their allocated seat when in the stadium bowl and should not relocate to any other location in order to sit closer to friends or family.

The aisle seats in every row will be removed from sale to facilitate safe passing on the gangways. 

 

 

Leaving the Stadium

Will there be any post-match entertainment?

After the final whistle, as is tradition for our last home match of the season, the team and coaching staff will show their appreciation for your incredible support throughout what has been a challenging time for all.

When you do decide to leave the stadium, please continue to follow social distancing guidelines and keep your face covering on.  

Social distancing measures on public transport may mean a longer than expected wait to board trains. In the event of queues, supporters are requested to be patient and wait to enter stations. Stewards will be present at stations post-match to ensure any queues can be managed as safely as possible. Supporters are asked to respect and work with staff at our stations.

 

 

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