SUPPORTERS CHARTER.

Transcription

1 SUPPORTERS CHARTER /

2 CONTENTS SUPPORTERS CHARTER / 1 5 TICKETING 4 SAINTS FOUNDATION 6 SAFEGUARDING 7 HALO 8 MERCHANDISE 8 MATCHDAY HOSPITALITY 9 STAFF CONDUCT 10 IDENTIFICATION 11 ACCESSIBILITY 12 THE ENVIRONMENT 1

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4 TICKETING At Southampton Football Club we have adopted ticketing policies that we consider are transparent and fair, which aim to provide a level of services that our fans can be proud of. We have developed a Ticket Charter which outlines these commitments. 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. We have adopted a flexible pricing strategy to broaden supporter access with the introduction of three different pricing categories. We offer a number of concessionary priced tickets for Juniors, Senior supporters and Young Adults. We provide an exclusive area for family groups and Junior supporters. We have continued to improve our selling arrangements with the introduction of new systems and more transparent selling criteria in order to ensure easier access for all of our customers. We do not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. And we abide by the Premier League Rules governing the allocation of tickets to visiting clubs. We have a broad range of facilities available to supporters with accessibility needs. We have developed a comprehensive set of Ticket Terms and Conditions which outlines our rules regarding season and match tickets, access, behaviour, refunds, cup matches, away matches and online ticket sales. TICKET SALES OPENING TIMES: Ticket Office The Ticket Office at St Mary s Stadium is open:- Monday to Friday Saturday Sunday (unless matchday) Matchday Online Ticket Sales Our online ticket sales are open:- Ticket Hotline Monday to Friday Saturday Sunday (unless matchday) 9am 5pm non-matchday 9.0am 4pm Closed 9am kick-off and 0 minutes after games 24 hours a day, 7 days a week 8.0am 7.0pm 9am 4pm Closed SEASON TICKETS GENERAL TICKETS Season Ticket Holders continue to play a pivotal part in the development of Southampton Football Club both on and off the field, which is why we are committed to offering a pricing structure that is competitive and affordable. Season Ticket Holders can enjoy savings against the cost of buying on a match-by-match basis, as well priority on away and cup match ticket purchases. To improve our service for fans, we have invested in new systems which provide a quicker more efficient sales process. Home and away match tickets are available to purchase 24 hours a day through our website, and earn priority on future ticket purchases. We utilise a specialised dedicated third party Call Centre to process home match tickets sales on our behalf, with extended opening hours. And we have improved how we communicate and promote the sales information for our games. Home Match tickets can be purchased online at tickets.saintsfc.co.uk, by calling the Ticket Hotline on or by visiting the Ticket Office at St Mary s Stadium. On-sale dates and times will apply across all sales channels. Away Match tickets can be purchased online at tickets.saintsfc.co.uk or by visiting the Ticket Office at St Mary s Stadium. On-sale dates and times will apply across all sales channels. Purchasing tickets through the website at tickets.saintsfc.co.uk is the most convenient way of securing your tickets, with availability 24 hours a day, seven days a week.

5 TICKETING Category A games Arsenal Aston Villa Chelsea Liverpool Manchester City Manchester United Tottenham Hotspur Category B games Everton Newcastle United Queens Park Rangers West Ham United Category C games Burnley Crystal Palace Hull City Leicester City Stoke City Sunderland Swansea City West Bromwich Albion CUSTOMER RELATIONS Southampton Football Club have taken a positive approach to customer feedback, and while our main aim is to quickly resolve any issues, we welcome the feedback as an opportunity to identify ways and areas in which we can improve our services. It remains our aim to continue to ensure that customer service is at the forefront of everything we do. We have a dedicated Customer Service team who aim to respond proactively to all feedback as quickly as possible and in a direct manner. Supporters can contact the Customer Services team by , phone or letter and we will aim respond to the matter in the supporter s preferred method of communication. Customer feedback should be sent to: For Category A games, tickets will only be offered to supporters with a previous purchase history, and will be limited to 1 ticket per Customer Number. For the 2014/15 season, in the first instance tickets will go on sale to supporters who have purchased tickets for at least 1 home fixture from the current season. For Category B and C games, while supporters are able to purchase more than 1 ticket against their Customer Number, we would always advise that the Customer Number of each attending supporter is provided at the point of sale. There will be a maximum of 4 tickets that can be allocated to any one Customer Number. As purchases cannot be applied to different accounts retrospectively, purchasing more than 1 ticket against an individual Customer Number could affect your chances of obtaining tickets for the higher profile fixtures. The Customer Services Department. Southampton Football Club St Mary s Stadium. Britannia Road, Southampton. SO14 5FP Or customerservices@saintsfc.co.uk Or Call: We will aim to provide initial acknowledgement of contact within 5 working days and a final response within 28 days. AWAY GAMES Tickets for away games will usually go on sale -4 weeks before the game is played, and will first be offered to Season Ticket Holders who have attended a certain number of away games from this or last season. The numbers involved will vary from game to game, but will be published with the ticket sales information approximately 4-5 weeks before the game. When on sale to Season Ticket Holders, tickets will only be sold at the relevant rate of the Season Ticket Holder. For example, an Adult Season Ticket Holder is only entitled to an Adult match ticket, an Under-17 Season Ticket Holder is only entitled to the appropriate Junior ticket offered by the away club and so on. Junior Season Tickets cannot be used to purchase away Adult match tickets under any circumstances. All tickets for away games are strictly limited to 1 ticket per qualifying Customer Number, irrespective of whether or not the game makes general sale. DATA PROTECTION POLICY Southampton Football Club regards the lawful and correct treatment of personal information as very important to successful operations and to maintaining the confidence of those with whom we deal. We will always do our utmost to ensure that our organisation treats personal information lawfully and correctly. To this end we fully endorse and adhere to the Principles of Data Protection as enumerated in the Data Protection Act Southampton Football Club will never share or sell our customers data to a rd party company or organisation.

6 SAINTS FOUNDATION The Saints Foundation uses the passion for Southampton Football Club and professional football to inspire, support and deliver a wide range of educational and social projects in order to make a difference to people s lives. The charity works with over 25,000 individual participants each year, accumulating to over 200,000 visits across a range of projects. Year on year the charity invests over 1million supporting disadvantaged young people and vulnerable adults in the region. Saints Foundation is committed to:- Sustaining and growing the range of projects delivered, working within the core themes of: sports participation, education, disability sport, young people and homelessness. Working in partnership with organisations that demonstrate synergy with the charity s objectives. Creating a range of opportunities that engages with the Southampton Football Club fanbase raising funds and awareness for good causes. An innovative and creative approach that uses the power of football and the brand of Southampton Football Club as a catalyst that makes a difference to people s lives. For further information on the work of the Saints Foundation; w: saintsfoundation.co.uk e: foundation@saintsfc.co.uk t:

7 INFORMATION SAFEGUARDING Southampton Football Club is committed to protecting all children and young people that are in our care or attending at our premises. Providing a safe and positive environment for everyone involved in sport is a vital aspect of the Club. SAFEGUARDING POLICY AND PROCEDURES The Club has in place comprehensive safeguarding policies and procedures which meet the requirements of The Premier League, The FA and Government legislation to ensure the national standards for safeguarding are met and implemented throughout the Club. Safeguarding is everyone s responsibility and we all have a duty to safeguard the welfare of children, young adults and adults at risk. Full details of our safeguarding policy can be found on the Club website. MERCHANDISE 2014/15 Season Targets: to offer first class customer service, reduce queue times and provide better quality products for our supporters. All replica strips have a minimum lifespan which will be clearly marked on the swing tag. This lifespan will also be announced via our Club media before the strip goes on sale. The Club carries out its obligations under the Football League Rulebook to prevent price fixing in relation to the sale of replica strip. The Club offers exchanges and refunds on merchandise above its legal obligations. Our aim is to provide a range of quality products that will appeal to all fans. These products will exceed the minimum legal manufacturing standards. If you have a concern contact: Margaret Sainsbury Safeguarding Manager msainsbury@saintsfc.co.uk RETAIL To contact the Club with any suggestions or feedback on our Retail Department, customerservices@saintsfc.co.uk putting Retail as the subject. HALO If you are worried about the immediate safety or welfare of a child or vulnerable adult you can also contact: The Police or 999 in an emergency The NSPCC Child Line The Children First Team children.first@southampton.gov.uk Local Authority Vulnerable Adults Safeguarding Team The public concourse has been developed to improve the overall environment, speed of service and quality of the products offered to our supporters. We aim to establish St Mary s as the premium venue for all Conferences and Events in the South. Our experienced Events team will support clients to develop and tailor their events to their own unique needs and requests, while offering a unique service and guidance throughout the journey.

8 MATCHDAY HOSPITALITY MATCHDAY EXPERIENCE Menu Half Time Refreshments BOXES 10 Guests Sharing Course Choice Menu MARKUS LIEBHERR LOUNGE Course Choice Menu PRESIDENT S SUITE Buffet SAINTS BAR Seasonal Pub Food* With exhilarating Premier League football and sell-out crowds, we offer some of the most sought after and talked about hospitality packages in the corporate entertainment calendar. Full Time Refreshments Tea and Coffee Coffee Bar Inclusive Drinks Package Invite key clients, business contacts or friends and family to enjoy the ultimate matchday experience with some of the best seats at St Mary s and mouthwatering food and drink. For more information on any of our hospitality packages please call: or hospitality@saintsfc.co.uk Inclusive Premium Drinks Package Matchday Magazine Matchday Entertainment Player Appearances Betting Facilities SFC Host & Hostesses Car Parking Only Seasonals 2 1 (Only Seasonals) ** ** (*) Cash basis (**) Available for purchase

9 STAFF CONDUCT Southampton Football Club expects and requires all staff members to conduct themselves in accordance with the highest ethical standards. All staff members, supporters and all applicants for employment will be given equal opportunities in all aspects of conduct irrespective of age, disability, gender reassignment, pregnancy, race, religion or belief or sex and sexual orientation, marital status, colour, nationality or ethnic and national origin. Supporters can expect to be dealt with in a friendly and professional manner at all times. Providing a first class customer service is our aim and appropriate staff training will be undertaken. Southampton Football Club will endeavour to ensure its staff work in a professional, pleasant, illustrious and safe environment. Southampton Football Club will not tolerate its staff being either verbally or physically abused and/or harassed and will act to protect its staff on all occasions. Furthermore, Southampton Football Club will take an active stance on antisocial behaviour on matchdays and non-matchdays to ensure we remain a safe environment where supporters can enjoy their football. Our staff will respect your privacy and use confidential information only for the purpose for which it is intended. The Club employs a number of highly qualified Health and Safety professionals. The Club take a proactive attitude to all safety related issues and with this in mind has an internal Health and Safety committee who report directly to The Board. The Crowd Safety Management Team are led by the Safety Officers who are qualified to the highest professional level. There will always be at least two qualified Safety Officers during any major event at St Mary s Stadium. The Crowd Management Team then consists of the Safety Officer, Deputy Safety Officers, Chief Stewards, Supervisors, and Safety Stewards who are all fully qualified or working towards NVQ Level 2 or in Spectator Safety and Level 2 qualification in Understanding Stewarding at Spectator Events. Both of these qualifications include Training in Conflict Management, Customer Service, First Aid and Pre Training. All training is carried out by St Mary s Training Centre, the inhouse training company which is an accredited training centre. The Crowd Safety Management Team will work consistently to promote a safe and friendly environment for all supporters. To contact the Club with any suggestions or feedback on our Health and Safety policy, please customerservices@saintsfc.co.uk with Health and Safety as the subject.

10 IDENTIFICATION Please see the types of stewards below who are there to assist you on a matchday, these stewards will do their best to ensure that everyone has an enjoyable time in a safe environment at St Mary s Stadium. SUPPORTERS WITH ACCESSIBILITY NEEDS Southampton Football Club prides itself on our commitment to working positively with all of our supporters. Our Disabled Liaison Officer is based in the Supporter Relations Department and works in conjunction with the Saints Disabled Supporters Association to develop policies and procedures. We employ Customer Service stewards in all areas who have portable electronic devices to assist supporters with accessibility needs around the stadium. CHIEF SENIOR DEPUTY SENIOR SAFETY The policy has been produced with the objective of achieving a fair and consistent approach to ensuring the stadiums facilities are made available to those supporters who need them the most. Supporters with Access Needs wanting to purchase tickets, please call the Disabled Ticket Line or tickets@saintsfc.co.uk. To contact our Disabled Liaison Officer with any questions or feedback relating to Disabled Supporters please supporterrelations@saintsfc.co.uk Chief /Deputy Chief Steward Orange with Black Senior Steward Orange with Green Deputy Senior Steward Orange with Purple Safety Steward Orange with Navy Blue SUPPORTER RELATIONS RESPONSE ACCESSIBILITY FIRE HOSPITALITY At Southampton Football Club we value our loyal and dedicated supporters. We work hard to ensure that every contact they have with us is positive, and aim to provide an outstanding service to our own fans and to everyone else that comes into contact with our Club. Response Steward Orange with Yellow Accessibility Steward Orange with Royal Blue Fire Steward Orange with Red Hospitality Steward Black We have a dedicated Supporter Relations and Customer Service Team, who are often the best first port of call for questions, feedback, requests and information. We liaise directly with all departments to ensure a quick and comprehensive response. You can contact our team by supporterrelations@saintsfc.co.uk By phone:

11 FA F L MILY T 2 STA ND K IN G SLAND C ENTR E K IN GSLAND PREMIU M K IN GSLAND C ENTR E DIS A BLED SE AT IN G K INGSLA ND NO R T H C HAPEL ST AN D DI SA BLED SEA TI NG NO RTHAM ST AN D ITC HE N 12 S O UT H IT C HEN C ENTR E IT C HEN PREMIU M DIS A BLED SE AT IN G HO SPIT ALIT Y ITC HEN C ENTR E ITC HE N N O R T H Wheelchair access available at all turnstiles.

12 As a responsible business and member of the local community, Southampton Football Club fully accepts its corporate social responsibility with regard to environmental policies. We aim to conserve natural resources by minimising the use of non-renewable materials, by recycling materials, by minimising energy use and by using recycled products and packaging. We will continually reduce waste and losses by being efficient. We will regularly audit our compliance with legislation and with this policy, measure progress and continually improve wherever economically practicable. USING RECYCLED PRODUCTS MINIMISING ENERGY USAGE CONSERVING NATURAL RESOURCES RECYCLING WASTE MATERIALS To contact The Club with any suggestions or feedback on our environmental policy, please customerservices@saintsfc.co.uk with Environmental as the subject.

13 #WEMARCHON Southampton Football Club, St Marys Stadium, Britannia Road, Southampton, SO14 5FP. Telephone: Ticket Office: