The Supporter Charter is our commitment to the fans of Fulham Football Club. This document is a “Code of Best Practice”, containing important and useful information about our policies and procedures.
TICKETING - Availability & Accessibility
- Full details of Fulham’s ticket policies can be found on fulhamfc.com and are available upon request from the Ticket Office.
- Details of ticket availability and pricing can be found on fulhamfc.com under “Tickets”, in the match day programme, on the ticket information line (0870 442 1234) and from the Fulham Ticket Office.
- Our guiding principles in determining the ticket policies for the Club are that tickets should be accessible, affordable and fair.
- The dates of certain matches may change due to live TV or Cup commitments. It is the responsibility of the Ticket Holder to ascertain the rescheduled match date and kick off time, which will be communicated through the Club’s Communication Channels.
- Additional tickets for league matches that are not allocated as Season Ticket Holders (STH’s) seats will go on sale in the first instance to STH’s, to allow them to bring guests, tickets will then be made available to Members.
- Supporters are advised that there will be a number of fixtures where tickets will not go on general sale to non-members. Unless the Club advertises otherwise, Members will be restricted to one ticket per Member / STH / Cottage Stadium Card Holder.
- The Putney End is a neutral area which is not exclusively designated for home or away fans. Purchasing a seat in this area means supporters could be seated next to a home, away or neutral supporter. Seats in the Hammersmith, Riverside and Johnny Haynes Stands are exclusively available to home supporters, a portion of the Putney Stand is allocated to the away Club and the remainder is designated a neutral area.
- Any remaining tickets will be offered on general sale, providing the fixture has not been deemed “Members only”.
- Membership does not guarantee a ticket.
- An allocation of tickets will be given to our Community Department for various games throughout the season, giving local children the chance to come and support Fulham.
- At least 5% of tickets will be offered to non-STH’s. These will be offered in the first instance to STH’s guests.
- A Home Cup-tie pre-booking service is offered to all STH’s at a small administrative cost. All STH’s have 3 days after a Cup fixture is announced to apply for their tickets. Cup tickets will go on sale in the second instance to Club members as with the League tickets. The price for Cup tickets will be determined in agreement with the opposition.
Prices
- At Fulham Football Club, we continue to strive for wider accessibility by offering a broad range of ticket prices.
- Due to the age of the Ground, pillars affect a number of the seats within the Stands. All seats which have part of one goal obstructed are deemed to be restricted view seats, and as such, are sold at a discount. Where seats are affected by pillars but which do not obstruct the view of the goal itself, there is no reduction in price.
- As well as making tickets more accessible, the Club recognises the need to fill the stadium in the short term, and to grow the supporter base in the long term by introducing young fans to the Club. Subsequently it is essential that the whole family can afford to come along and FFC will run promotional offers during the season to specifically attract children to matches.
- The Club will offer all supporters the opportunity to purchase their season tickets by installments at a competitive interest rate (7% for 6 month plan and 8% for 9 month plan).
Refunds
- The Club will only provide refunds on tickets if the match is cancelled or postponed. Refunds will only be considered if tickets are returned to the Ticket Office at least 72 hours prior to kick off. Match package deals and bundle rule tickets are subject to their own terms and conditions.
- Refunds on Season Tickets will only be considered in exceptional circumstances and on a discretionary basis, and should be put in writing to the Ticket Office Manager, Fulham FC Ticket Office, Craven Cottage, Stevenage Road, London, SW6 6HH.
- If a match is abandoned before half time, a full refund or free admission to the re-arranged match will be offered on presentation of the abandoned match ticket by post at least 3 days prior to the rearranged fixture. If the match is abandoned after half time, supporters will be entitled to a 50% discount on the re-arranged fixture. There will be no refunds on the day of the match.
- The Club cannot be held responsible for cancelled or postponed matches and urge supporters who are travelling long distances not to book their travel too far in advance and/or to take out insurance that covers re-arranged travel.
Lost / Stolen Tickets
- For forgotten season tickets, a duplicate day ticket may be obtained at the discretion of the Ticket Office on production of the relevant ID.
- Lost season ticket cards should be reported immediately to the Ticket Office. Replacement cards will cost £5 unless a crime reference number can be given to verifying the loss/theft of the card.
Concessions
- The Club provides an area in Block H1 & H2 of the Hammersmith End exclusively for the use of families. The area is available to juniors who are accompanied by a full paying adult (subject to availability).
- We offer a minimum concession of 50% for our junior supporters (under 17’s) on both season ticket prices and match day tickets.
- Concession tickets are available to all supporters over the age of 65.
AWAY TICKETS & TRAVEL
- Season Ticket Holders are offered the opportunity to purchase an “away season ticket”. All remaining tickets for away matches will go on sale to STH’s, then Members, Cottage Stadium Card Holders and then to general sale (subject to availability).
- The Club will provide Coach travel (when appropriate) to supporters at the lowest available price. The cost of away travel on a coach is subsidised for the 2006/2007 season by the Chairman and costs can be found under ticket information on fulhamfc.com
- The Club abides by the FA Premier League Rules governing the allocation of tickets to visiting clubs. The flexibility of the stadium configuration at the Putney End allows the Club to give either 1900, 3000 or up to 6000 seats to the visiting team. The number allocated will be based on anticipated home and away demand.
- The Club does not charge admission prices to supporters of a visiting club which are higher than those charged to our own supporters for comparable accommodation. Concessionary rates are offered to supporters of the visiting club.
DISABLED TICKETING
- We have a total of 31 home wheelchair spaces and four away wheelchair spaces. These spaces are provided at half price and there is no charge for an accompanying PA.
- Ambulant disabled supporters & wheelchair users should contact the Club Disability Liaison Officer Jenny Christey on 0870 442 1222 (option 5) or email disability@fulhamfc.com| for details regarding disabled facilities and ticket prices available.
- Ambulant disabled supporters seated in the stands are entitled to a 50% discount on their match tickets.
MEMBERSHIP SCHEMES
The Club Membership Scheme cost is £28 per year.
Benefits include:
-
Priority ticket booking after Season Ticket Holders
-
A membership access card
-
Two “Members Matches” where members can buy 1 half price ticket when purchasing a full price adult ticket.
-
A subscription to Fultime magazine
-
Regular e-newsletters
-
Free coach travel for a minimum of 6 games per season.
Junior Membership is designed for under 17s. The membership costs £15. Benefits include:
-
Priority after STHs
-
A membership access card
-
Great goodies including a birthday card and scarf.
-
Halftime subscription
-
Junior Club vouchers
-
Free coach travel for a minimum of 6 games per season.
-
Two “Members Matches” where members can get one free junior ticket when purchasing a full price adult ticket.
SUPPORTER CONSULTATION
- The Club consults supporters on a regular basis through forums, questionnaires, the supporters club and focus groups. Anyone interested in attending a fans forum should contact Supporter Relations on 0870 442 1222.
- Major policy issues will be publicised in an easily digested format in the match day programme, on the website and occasionally by mail-outs.
- The Club welcomes any comments to assist in improving the services delivered to its supporters and regularly issues questionnaires asking for feedback.
CUSTOMER SERVICES
Whilst supporters are encouraged to contact the department relevant to their query, Jenny Gower in Supporter Relations has overall responsibility for customer care.
The Club responds to contact from a customer within a maximum of 14 days.
-
By Phone (0870 442 1222 option 4)
-
By e-mail (enquiries@fulhamfc.com)
-
By post (Fulham FC Training Ground, Motspur Park, New Malden, Surrey KT3 6PT).
Supporters are encouraged wherever possible to leave phone numbers and e-mail addresses, as this is the preferred method of communication. If a customer requests a response in writing s/he will receive one.
Standards That Our Supporters Can Expect
- Letters:
The Club will try to respond to complaints and written correspondence within 14 working days, with complaints treated as priority. The Club will try to keep you informed of any delays that may be experienced.
- E-mails & the Website:
The Club will try to respond to e-mails within 14 working days, with complaints treated as priority. If this time limit is unrealistic, the supporter should be informed of such delay and any progress. The Club will respond to popular queries by posting answers on our website under the “Supporter FAQ” page, emails responded to via the website will not necessarily receive a personal response.
- In Person:
If a supporter has a particular wish to arrange a meeting with Supporter Relations, this needs to be pre-arranged with the relevant Supporter Relations Representative. The Club will try to accommodate such requests but there may be circumstances in which such a meeting is not possible, practicable or is delayed or cancelled.
COMMUNITY SPORTS TRUST
Our Vision
“Using sport to deliver inspirational, accessible and inclusive initiatives, promoting educational and social opportunities, improving the quality of life for disadvantaged young people to make a positive, real and lasting difference to the local community”
Fulham FC Community Sports Trust became a registered charity in October 2005 with three main objectives:
-
To promote community participation in healthy recreation
-
To provide facilities for sport, recreation or other leisure time occupation for all members of the community regardless of age, infirmity or disablement, poverty or social and economic circumstances
-
To advance the education of children and young people
-
The Community Sports Trust come into contact with and improves the lives of 250,000 participants each year with a range of diverse sporting activities.
CHARITY
The Fulham FC Community Sports Trust has been formed to facilitate all community and charitable initiatives on behalf of Fulham FC. The Community Sports Trust is a registered charity and delivers sporting and educational programmes to raise participation levels, particularly amongst disadvantaged young people and disabled children.
The Community Sports Trust has been nominated as Fulham FC’s selected charity of the year and all fundraising activities will be aimed towards this project for the forthcoming season. Fulham FC is part of a Premier League that collectively contributed around £80 million worth of goods and services into community projects during the 2007/08 season and redistributed more than £20 million a season into grass roots football through the football foundation.
MERCHANDISE
- The Club carries out it’s obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica kit.
- Under the current kit manufacturing contract all replica strip designs have a life span of one season.
- If there is a sponsorship change the Club will endeavour to inform the supporters through match day programmes, the website and mailouts as far in advance as possible.
- Information regarding our kit cycle policy is readily available to any persons requiring it.
- Swing tickets are on both home and away replica kits stating the lifecycle of the kit.
- Fulham’s retail outlets and direct mail refund policy is displayed in the outlets and in the catalogue.
- Merchandise will only be accepted if presented within 28 days of the original purchase. All returns must be accompanied by a receipt or credit card statement. Only the Retail Buyer or the Club Shop Manager can make exceptions.
The Club’s Retail Outlets can be found at:
Fulham Football Club Shop
959 –961 Fulham Rd
Fulham
London
SW6 5HY
Stadium Shop
Craven Cottage
Stevenage Road
Fulham
London
SW6 6HH
SPONSORS AND COMMERCIAL OPPORTUNITIES
- The Club offers a wide variety of sponsorship, promotional and advertising opportunities to various members of the local and national community for charities and commercial businesses alike. Sponsorship opportunities may include advertising in the match programme, Fultime and around the stadium, sponsorship of matches, match balls etc.
For further details of the benefits and opportunities available, please contact the Corporate Sales Department on 0208 336 7555.
HEALTH AND SAFETY
Supporters are assured that the Club is in communication with the police and local authority to ensure that crowd safety in the stadium and its surrounds on match days is not compromised so far as matters are within the Club’s control.
POLICIES IN RELATION TO STAFF CONDUCT
All staff are seen as ambassadors of Fulham Football Club and are expected to adhere to the Club's policies and procedures. All new staff received a comprehensive induction and any other relevant training is given to match day staff.
Fulham Football Club is fully committed to equal opportunities for all individuals regardless of race, colour, religion, nationality, ethnic or national origin, sex, marital status or disability. It is the aim of the Club that no employee, potential employee, player, applicant or customer receives less favourable treatment on the grounds of race, colour, religion, nationality, ethnic or national origin, sex, marital status or disability.