Season Ticket Renewals

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1 Season ticket 2017/18 FAQS Season Ticket Renewals 1. When can 2016/17 Season Ticket holders renew their season tickets for the 2017/18 season? Season Ticket holders can renew their existing seat from December 1 st to March 31 st. 2. I have not been notified that renewals are now available. What can I do? All season ticket holders will be sent details of their personalised website by and SMS on December 1 st. If you have not received a notification, please ensure you are subscribed to receive communications from Swansea City AFC and have up-to-date and mobile details in the ticket office system. To renew online or find more information about the renewal process, log on to with your surname and account number which is found in the bottom left hand corner on your current season card (disregard the first zero if there is one). Alternatively, you can visit the Ticket Office in person or phone * to speak with a member of staff. 3. What matches are included in the 2017/18 Season Ticket? All home League matches of the 2017/18 campaign. For avoidance of doubt, this excludes any home Cup fixtures. 4. How can I pay for my Season Ticket? All prices are below, and prices remain unchanged for the 2017/18 season. You can pay for your Season Ticket online through the personalised website, or you can pay in person at the ticket office or over the phone on *. The methods of payment accepted are Debit cards, Credit cards (with the exception of American Express), Instalment Plan (5 month or 10 month) and cash (in person only). Please note, there is a 2% charge on any transaction paid by Credit card and cheque payments are not accepted. CATEGORY STAND From 1st December to 31 st December From 1st January to 31 st January From 1st February to 31 st March PRICE ( ) PRICE ( ) PRICE ( ) Adult West East South / North U16's West East North South Senior Citizen / West Full Time Student East South / North Additionally, there is a 3.50 booking fee per Season Ticket when purchasing online and over the phone. 5. Is there a renewal discount price for securing my Season Ticket early? Yes, please see above the discounted rates for renewing early and price increase for each month. 6. What are the cut off dates for each age band? And what proof is required? * Calls to cost 7p per minute plus your standard network rate.

2 The cut-off date for each age band is August 1 st. For example, if you are 60 years old on August 1 st you qualify for a senior ticket, whilst if you are 16 on August 1 st, you would not qualify for a junior ticket. Junior/Senior applicants are required to show a proof of date of birth, such as a passport or birth certificate. 7. What happens if my chosen method of payment is declined? Two Instalment options are available for you with our 5 & 10 month (interest free) plans. All you need to do is choose the Instalment Plan when making your purchase. Upon selecting this option, supporters will receive their contract via which will need to be completed and returned to V12 Finance. The Season Tickets will only be secured once this contract is completed and returned to V12 Finance. 8. Will I have to show ID if I purchase a Student Season Ticket? Yes. All supporters who renew a student Season Ticket will be required to show a valid form of identification showing that they will be fulltime students for the duration of the 2017/18 season. A valid form of ID is a dated and signed letter from the school/university or a valid student card, which indicates both the applicable dates and fulltime status. Supporters can all relevant proof to the Ticket Office at ticketoffice@liberty-stadium.com or visit the Ticket Office in person and will have to do so by 31 st October Non-production of ID may result in further measures being taken. 9. For the 2017/18 season I'll be a student in full-time education - am I entitled to student discount? If so, why does my online personalised renewal page say I'm an adult? Yes, Swansea City AFC is committed to making season tickets affordable for students for the 2017/18 season. Prices available to full-time students can be found in the above season ticket price matrix and have been frozen for yet another year. Students for the 2016/17 season may notice their accounts have been automatically upgraded to an adult, which is a result of improvements the club has made to the way it regulates and monitors its concession scheme. If you're going to be a full-time student for the 2017/18 season, don't fret - you simply need to notify our Ticket Office, which can be done in one of the following ways: Phoning the Liberty Stadium Ticket Office on * Visiting the Ticket Office in-person between the hours of 10am and 6pm Monday to Friday or 10am and 4pm on Saturdays. Requesting a call back by ing ticketoffice@liberty-stadium.com (be sure to include your full name, account number and contact number) Supporters purchasing student season tickets will be required to provide proof of their enrolment in full-time education. Valid proof of eligibility is a dated and stamped letter from your school or university stating that you will be undertaking a full-time course during the 2017/18 season, or a valid date-specific student ID card. * Calls to cost 7p per minute plus your standard network rate. 10. Will I get a renewal application form for the 2017/18 Season Tickets in the post? The renewal process is now paperless, so fans will not be sent a renewal pack in the post this year. Instead, existing season ticket holders can access their own personalised Season Ticket website by visiting and logging in with their surname and account number which is found in the bottom left hand corner of your current season card. Season Ticket holders who do not have access to the internet can call the Ticket Office on * or visit the Ticket Office in person to renew. 11. Will I be sent my new 2017/18 Season Ticket in the post?

3 No, as in previous seasons, existing Season Ticket cards will automatically be uploaded with your Season Ticket for the forthcoming season. For this reason, supporters are reminded to not discard or destroy their current season card. If a Season Ticket card is lost, please contact the Ticket Office to arrange a reprint* 1. Alternatively, for supporters concerned that the season ticket barcode is fading, these will be replaced free of charge at the Ticket Office on production of the existing card. 12. Can I cancel my Season Ticket? Swansea City AFC does not generally offer refunds on Season Ticket purchases. However, if you wish to be considered for a refund prior to the start of the 2017/18 season you must send a request in writing to Customer Services Department, Swansea City AFC, Liberty Stadium, Landore, Swansea, SA1 2FA, and each request will be reviewed on a case-by-case basis. Please note that Season Tickets cannot be cancelled after the 2017/18 season has commenced. 13. I have a concession Season Ticket. What happens if I cannot attend a home game? Upgrades can be done in-person at the ticket office or over the phone before 2pm on a matchday. In most cases, supporters will be required to pay the difference between the concession and non-concessionary ticket price, but for upgrades on a child's Season Ticket in the South Stand, supporters will be required to pay the face value cost of the ticket, due to the heavily discounted child s season ticket price. For a concession-to-concession upgrade we can issue a new paper ticket at no additional cost. 14. Will I be able to purchase an additional Season Ticket? At present, Swansea City is regrettably not in a position to offer additional Season Tickets at the renewal stage. For consideration after renewals, please fill your details on the Season Ticket Waiting list page Please note that this is not a guarantee and in the event of another Season Ticket being offered, you may be required to move to an alternative part of ground to fulfil the request. 15. I want to move seats. What do I have to do? If you would like to move seats for the 2017/18 season, you will have to renew your current seat first to secure your place. Once the renewal period is over, we will begin the moves process. Please fill in your details here to register your interest in moving. Please note that due to operating at full capacity, filling in the form does not guarantee your move; however, we will try and accommodate all move requests where possible. 16. How do I sell my ticket via the Ticket Exchange? The Ticket Exchange option is available when a home game is sold out and offers Season Ticket holders a secure and convenient service to resell their tickets. When logged in and a game is sold out you will notice under that game you can put your ticket up for ticket exchange by selecting the appropriate link. There will be a percentage offered to you before you confirm to release your seat, which is usually around 50% of what the ticket sells for. If sold, the money stays in your account until the end of the current season - the balance of which is deducted from your season ticket renewal price. For all those who have used ticket exchange, the cut-off date is November 30th 2016 any credit on your account will automatically come off your season ticket renewal price. For all those supporters that used the ticket exchange after November 30th 2016 your credit will remain on your account to use against your season ticket renewal for season 2018/19. For those supporters who choose to not renew their Season Ticket, credit will not be refunded and will be lost. *A 20 charge applies to each reprinted season ticket

4 General Season Ticket & Match Enquiries 1. What is the total number of Season Tickets which will be available for fans to purchase for the 2017/18 season? This figure depends entirely on Season Ticket renewal rates for the 2017/18 season, as all existing Season Tickets holders will have the opportunity to renew their Season Ticket. Should any seats become available, all details on how to purchase these seats will be made available on 2. I have been on the waiting list; will I be offered a Season Ticket for the season 2017/18 campaign? All details will be made available after the renewal deadline window has closed. All prices and details will be announced via 3. Can I join the 2016/17 Jack Army membership now in order to purchase a Season Ticket? No, this cannot guarantee that you will be offered a Season Ticket. However, by joining the Jack Army membership you will have priority to purchase match day tickets and may be offered a season ticket for the following season (2018/19) depending on the number of Jack Army points you have. Becoming a Jack Army Member will also allow you to earn & redeem Loyalty Cash. Jack Army Members earn 5% of Loyalty Cash back on purchases made on merchandise online & in stores which can then be used back on future purchases. 4. What are the match day prices? In line with our Season Ticket prices, match day tickets will also remain the same for the forthcoming season. 35 adult / child, senior and students (Cat B games) 45 adult / child, senior and students (Cat A games) 5. Match day reprints There will be a charge of 5 for all match day reprints for the season 2017/ Can I be put on a waiting list for Season Tickets? Yes, please enter your details here please state what ticket type(s), name, age and quantity you would like. Please note, being on the waiting list does not guarantee you will be offered a Season Ticket, if you are successful the club / Ticket Office will contact you. 7. What happens if I have an issue and want to complain? Swansea City AFC takes all complaints very seriously and depending on the nature of the complaint, should be directed accordingly: - Complaints regarding ticketing should be directed to the Liberty Stadium Ticket Office who are contactable either by (ticketoffice@liberty-stadium.com) or phone ( *) - Fan misbehaviour should be reported on a match day to the nearest available steward. If this is not possible, the incident should be recorded via & sent to (m.daniel@libertystadium.com). For miscellaneous complaints or general feedback, please contact Lucy Norman at lucynorman@swanseacityfc.co.uk or call We will endeavour to acknowledge receipt of your complaint within 48 hours to respond. Where a complaint requires an investigation, please allow up to 14 working days to respond. Please ensure that a contact telephone number is included on all correspondence. 8. Who do I speak to if I have a problem on match day?

5 Match day stewards are recognisable by their uniforms of bright orange jackets. They are located in and around the stadium to ensure the health and safety of the crowd, as well as assist with any queries or problems that supporters have. Disability stewards are recognisable by their uniforms of bright green jackets and are there to specifically assist disabled supporters. If you have any problems during a game, please approach the nearest available steward for assistance. Reports of fan misbehaviour will be reported if deemed appropriate and dealt with accordingly. 9. What happens if the date of fixture changes? Due to live TV broadcasting or Cup fixtures, the dates of certain matches may change. All efforts will be made to announce any changes through the Club s main communication channels, including the website, ticket office and direct , if relevant details are held on file. Ultimately, it remains the responsibility of the Season Ticket holder to ascertain the rescheduled match date. Season Tickets for disabled supporters 1. Do the renewal dates still apply to disabled supporters? Yes, the dates apply for all supporters from December 1 st 2016 to March the 31 st Will I be required to provide proof of eligibility in order to receive the complimentary personal assistant for the 2017/18 season? Swansea City AFC offers a complimentary personal assistant season ticket for supporters who require assistance in accessing its services and facilities. If you are currently in receipt of a complimentary personal assistant season ticket under this scheme, we will require up-to-date proof of disability to ensure compliance with our criteria of eligibility. This can be submitted by ing all relevant proof to the Ticket Office at disabilityofficer@liberty-stadium.com or visiting the Ticket Office in person. 2. Who can I speak to in regards to disabled Season Tickets or purchasing match day tickets? Depending on the nature of your enquiry, you can call the ticket office on * who can process your renewal, or assist with any queries regarding ticketing. Alternatively, to discuss your proof of disability in confidence, you are welcome to contact Swansea City's Customer Service Manager on with any queries or concerns. Swansea City AFC also has a Disabled Scheme that is available for registration for all wheelchair and ambulant supporters who are wanting to purchase away tickets in the 2016/ /18 season. This scheme also applies for home games for those supporters who are not Season ticket holders. Everyone who applies must be a Jack Army member. To apply, send an to disabilityofficer@liberty-stadium.com with the following information: - Name - Account Number - Ambulant or Wheelchair - Home or Away - Up-to-date phone numbers Disabled Supporters Association The club also has a Disabled Supporters Association which can be contacted via at dsa@swanstrust.co.uk.

6 Hospitality for 2017/18 season 1. Can I buy an Executive Suite for the season? Executive Suite packages are all sold on a 3 year contract basis. Although, there may be circumstances where they do become available. To register your interest, please contact the hospitality team on or hospitality@swanseacityfc.co.uk. 2. I m a Season Ticket holder, can I upgrade my seat to hospitality for a game? Yes, Season Ticket holders can upgrade to hospitality for a game from depending on the lounge availability. Your Season Ticket seat will then be cancelled for that fixture and you will be issued a ticket for hospitality match seating. The cost of the ticket will be deducted from the hospitality package price. 3. Is hospitality suitable for children or people with disabilities? All Suites and packages welcome children and are wheelchair accessible, subject to available wheelchair or ambulant disabled seating. Please make it known at the point of booking whether you require a wheelchair space or have any other needs we should be aware of to ensure you have the best experience with us. 4. What happens to my booking if the fixture date changes? If you are unable to make the new fixture date then we will transfer your booking to another game of your choice, subject to availability. 5. How do I book hospitality? The 2016/17 season saw the launch of all new hospitality packages. We have various packages to suit different tastes and budgets. Hospitality can be booked online via the usual e-ticketing route or by contacting the hospitality team on or via hospitality@swanseacityfc.co.uk. Please feel free to contact us for information, with hard sell. Supporter Conduct 1. Ground Regulations Swansea City AFC is an inclusive Club, which strives to provide a welcoming environment for all attendees at the Liberty Stadium. Official Ground Regulations are provided to ensure a safe and secure environment for those attending the Liberty Stadium and we kindly ask supporters to follow these simple rules to ensure everyone has the best possible experience. Should a supporter be found to contravene the Ground Regulations they will be ejected with possible further sanctions, such as a fixed or indefinite banning order. Should serious offences be committed in breach of Ground Regulations, this may constitute as a criminal offense and Swansea City AFC, along with the Swansea Stadium Management Company, will support the police in their enquiries and

7 any possible prosecutions as a result. An unredacted and comprehensive version of the Ground Regulations is available on our website. 2. Official Sanctions The Official Sanctions matrix below depicts minimum and maximum sanctions which will apply if the stated Ground Regulations are breached either on a matchday or non-matchday. This is a guide only and it is important to note that no two incidents will be treated the same. Each incident will be judged upon its own merit and the outcome determined by the stadium's Safety Officer, as a result of the evidence presented and the investigation undertaken. These sanctions have been review and jointly approved by Swansea City AFC and Swansea Stadium Management Company. OFFENCE Unacceptable conduct Persistent standing, away fans in the home areas CRIMINAL OFFENCE EJECTION WRITTEN WARNING 3 MATCH BAN 6 MATCH BAN SEASON BAN INDEFINITE BAN Discrimination of any sort i.e. Racism, homophobia, anti-semitic language Language, gestures, songs and chants General disorder Fighting, physical assault Missile throwing Objects thrown onto the pitch, in stand, flares, pyrotechnics and smoke bombs (including the lighting of) Pitch incursion Unauthorised access onto the pitch at any time Abuse / aggression to any person at the stadium in a working capacity Stewards, club personnel, contracted personnel, such as ST Johns Ambulance, etc. Drunk inside the stadium In any area within the stadium Drinking alcohol in view of the pitch In the seating areas, hospitality areas or relevant concourse areas Foul and abusive language Towards staff, players or other supporters Ticketing misdemeanours Ticketing touting, misuse of concessions. Smoking policy Non-compliance this includes the use of e- cigarettes Optional action Minimum suggested action Maximum suggested action 3. Appeal Process

8 Swansea City AFC recognises there may be instances where the sanction may have been incorrect or too severe, and we recognise the right of reply for any individual who has been issued with a stadium ban, received a written warning or been ejected from the ground. If you have been subject to a sanction, you can lodge an appeal by writing to Supporter Services, Swansea City AFC, Liberty Stadium, Swansea, SA1 2FA setting out the reason for your appeal. You will receive written acknowledgement within 7 days of receipt of your appeal and a thorough review will be undertaken of all available evidence, CCTV and relevant witnesses. The review will be conducted independent of our Safety Officer and you can expect to receive a final decision relating to your appeal within 28 days of our acknowledgement. There is no right to appeal a final decision, but if an individual remains dissatisfied with the outcome of an appeal, we would recommend they contact Supporter Services at the Premier League, who have further authority to investigate the matter and the Club s findings. Where necessary, the Premier League can also refer unresolved cases to the Independent Football Ombudsman. You can find out more about their jurisdiction and services at

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