Corporate Information

Emirates Stadium

Emirates Stadium

Club Charter

1. ACCESSIBILITY

1.1. The Club continues to strive for wider spectator access to matches by offering:

1.1.1 a broad range of ticket prices. Supporters buying more expensive seats or packages enable us to charge other supporters less for their tickets.

1.1.2 at least 25% of tickets to each game to non season ticket holders.

1.1.3 concessions for junior supporters, senior citizens and supporters with a restricted view of the pitch.

1.1.4 an area of the stadium for the exclusive use of family groups and junior supporters.

1.1.5 half price admission for disabled supporters and free admission for their accompanying person. Disabled supporters can communicate with the club by calling 0207 704 4490 or by using the email address: disability@arsenal.co.uk

1.1.6 free admission for replays of abandoned games. If a match is abandoned after spectators are admitted to the ground ticket holders are entitled to free admission to the rearranged match.

1.1.7 the Arsenal credit card provides an attractive balance transfer facility which may help with season ticket payments.

1.1.8 free admission to all home FA Premier League Reserve fixtures (which are played at Barnet Football Club).

1.2 Tickets for Cup Competitions are priced no higher than the normal prices charged for FA Premier League fixtures and are allocated in accordance with the rules and regulations of the competition. Season Ticket holders (Gold members) have the first seven cup ties played in UEFA Competitions or The FA Cup contained within their membership card. Remaining match tickets are sold to members of our other membership schemes.

1.3 For Carling Cup home fixtures, admission charges are often reduced by up to 30% lower than our usual ticket prices.

1.4 To obtain a refund you will need to send a letter to the Box Office, stating your membership numbers and details of how you purchased/paid for your ticket(s). The letter should arrive no later than seven days prior to a fixture in order to obtain a full refund.

1.5 General up-to-date ticketing information can be found on:

* Our website www.arsenal.com
* Our 24 hour phone line 020 7704 4242
* And in our Matchday Programmes.

2. AWAY SUPPORT

2.1 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. Our concessionary rates offered to senior citizens, junior supporters and disabled supporters all apply to followers of a visiting club.

2.2 The Club abides by the FA Premier League Rules governing the allocation of tickets to visiting clubs.

3. LOYALTY AND MEMBERSHIP

The Arsenal Membership
Under our membership scheme, ‘The Arsenal’, the Club is now providing an even wider range of benefits and opportunities to new members. The membership scheme is considered to be integral to the future of the Club. All of our season ticket holders are automatically classified as Gold members.

Silver Membership & Red Membership (waiting list to Silver)
Whether supporters are renewing their membership or signing up as a new member, they have the option to receive a special membership pack celebrating ‘The Arsenal’. The membership pack includes an official Access-All-Areas DVD, Building for Success: an Access-All-Areas magazine, an Arsenal bottle opener and a 2007/08 Club Yearbook.

Additional benefits include:

Between 10,000 and 20,000 members having the opportunity to attend Members Day at Emirates Stadium.

Access to Membership website and Monthly Newsletter — This includes an online ticket facility, all of the latest membership news and a members community message board. The newsletter features Arsenal highlights of the month and competitions.

Membership Magazine - Each full member receives a limited edition Arsenal magazine at the end of every season. The magazine contains membership news, features and exclusive player interviews.

Access to match tickets - Tickets go on sale to silver members approximately 8 weeks prior to a league fixture. If any tickets remain after being offered to silver members they are then made available to red members approximately 4 weeks prior to the fixture. The most up to date ticketing news can be found on www.arsenal.com

The ‘online box office’ allows members to purchase tickets, has a state of the art seat locator and a live ticket availability indicator.

At Emirates Stadium membership cards double up as stadium access cards for gold members and for silver and red level members (where match tickets have been purchased).

Red membership costs £30. For further details or to sign up please call 08703430870.

Season Ticket Waiting List — There is currently a waiting list for season tickets at Emirates Stadium. There is a one off fee of £15 which is redeemable against the purchase of the first season ticket (phone 0870 343 0870 for further details).

Junior Gunners
All Junior Gunner members will receive a souvenir pack including a wash bag, bath jellies, voucher book and cap.

Additional benefits include:

* A newsletter three times each season containing news and views from around Emirates Stadium (including some great prizes to be won).

* Discounts on match tickets within the family enclosure, travel club membership and Arsenal soccer schools.

* A membership card, birthday card (with a voucher to spend in the club shop or through home shopping) and a Christmas card.

* Christmas party at Emirates Stadium. This is competition based and the lucky winners get to come and join in the festivities at the stadium and meet with members of the first team.

* Ballboy/girls for Emirates Stadium are chosen from our Junior Gunners members, who attended trials.

* Only Junior Gunners can become club mascots. Home mascots are drawn at random from all the existing Junior Gunners. Away mascots are also drawn at random from Junior Gunners who elected to go on a separate list (which is now closed).

The cost of membership is £20 per season for UK residents and £25 per season for overseas based supporters.

The Cannon Club (Silver) is a membership scheme for 17 and 18 year olds who were members of the Junior Gunners during the previous season or two. Each member can continue to purchase tickets in our Family Enclosure at a reduced rate. Cannon Club members are entitled to purchase tickets in the Family Enclosure for themselves alone, as part of a group which includes a Junior Gunner member or with a Senior Citizen member. Subject to availability, tickets go on sale two calendar months before a fixture.

Supporters of a senior citizen age (65 or over) can enjoy the benefits of the Family Enclosure once they become a silver member. Until this time, they must join the red membership. They also receive a concessionary rate for Travel Club membership and for travel to away matches.

For more information on how to join any of The Arsenal membership schemes call 0870 343 0870 or visit www.arsenal.com/membership

Arsenal Supporter Services- Supporter Services is a new department that has been created to provide the following services to supporters:

Arsenal Membership, Junior Gunners, Supporters Club, Tours and Travel Club
The Supporter Services centre is located in the All Arsenal shop in Drayton Park. The centre acts as a one-stop shop where Club services can be purchased and questions answered face-to-face by Arsenal representatives. Open seven days a week, the centre sells memberships, travel to away games (both domestic and European), stadium tours and Arsenal Museum entry tickets. The service also provides information on matchday hospitality, the Arsenal Ladies, Arsenal Soccer Schools, ticketing matters and birthday parties within Emirates Stadium for young supporters.

Arsenal Travel Club- The travel club provides transport to all away matches outside London. Services provided include fully escorted coaches, trains and planes at competitive prices with a friendly atmosphere. This also includes organised travel to Champions League away matches. Up to date information can be found on www.arsenal.com (under the ‘Tickets’ dropdown) or by contacting Supporter Services on 0207 704 4160.

Seasonal Membership fees cost £10 for adults, £6 for concessions (U16’s and Over 65’s) and is free for gold members.

Arsenal Supporters’ Club
A full list of Supporters Clubs is available on Arsenal.com (under the ‘fanzone / supporters clubs’ drop down). Anyone interested in establishing a Supporters Club should be aware that Clubs cannot be opened within a 30 mile radius of another Club. The Guidelines for operating Supporters’ Clubs can be obtained either by telephoning the Supporters Clubs Hotline on 020 7704 4949 or emailing: supportersclubs@arsenal.co.uk

4. CONSULTATION AND INFORMATION

4.1 Since season 2001/2002, the Club has hosted regular ‘Fans Forums’. Approximately 17 supporters attend four forums per season and represent different supporter groups by discussing various issues concerning Arsenal with senior members of the administration team and the Club’s Managing Director.

4.2 In addition, the Club consults supporters on an occasional basis through supporter panel liaison groups, the FAPL annual fans’ survey and FAPL Supporter Panels. The Club also uses Arsenal.com, the Matchday Programme and email surveys to consult on various issues.

4.3 The Club has a Supporters Liaison Officer whose role is to work closely with existing Supporters Clubs and to extend the network of Supporters Clubs in the UK and abroad. (Phone Jill Smith on 020 7704 4453 for details).

4.4 The Club publicises its position on major policy issues in the Club matchday programme and on the official website.

4.5 The Club has in place, and continues to develop, ways of consulting sponsors, the Local Authority and other interested parties.

4.6 The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for such changes.

4.7 The Club utilises arsenal.com and the subsequent home Matchday Programme, to notify supporters of any fixture changes as soon as they are confirmed. In addition to this, the Club runs an email service which notifies supporters and local residents about fixture changes as soon as they happen. To subscribe, please send a blank email to join-fixtures@list.arsenal.co.uk

4.8 The Club undertakes research on the design and quantity of new playing strips.

4.9 The Club has a dedicated email address (info@arsenal.co.uk) which is designed to answer any query that a supporter may have in a timely manner.

5. COMMUNITY ACTIVITY

Since its conception in 1985 Arsenal in the Community has been at the forefront of innovative sports development in the local community and the Arsenal community worldwide.

The Community Department is committed to offering a range of sporting, social inclusion, educational and charitable projects; the success of which is testament to the commitment and dedication of its staff and the power of football and Arsenal Football Club to touch people’s lives on a local, regional and global scale.

For further information on Arsenal in the Community, please call 020 7704 4140 or visit the ‘Club’ section of www.arsenal.com

6. GOOD CAUSES POLICY

Arsenal Football Club is committed to offering its support to charitable projects and good causes wherever possible. Primarily, the Club will offer support to requests from the local community, with particular focus upon initiatives operating within the Islington area. The Club also endeavours to support all other charities and good causes throughout the UK and beyond; however, due to the overwhelming demand for assistance throughout the course of a season it is not always possible to do so. (Please contact Alexia Christoforidis at the above address for further details)

7. MERCHANDISE

7.1 All replica strip designs have a minimum lifespan of two seasons. A new change kit will be released every year, whereby it will be the first choice change strip in year one of the lifespan and the second choice change strip in year two. In the event of a change of Club sponsor, the new sponsor’s name may appear on a replica strip within its lifespan.

7.2 All Replica Strips that are sold by the Club clearly state the date upon which the kit was launched.

7.3 Details of the next intended change of kits are available from the Club’s retail outlets and on Arsenal.com.

7.4 The Club carries out its obligations under the Premier League Rulebook to prevent price fixing in relation to the sale of replica Strip.

7.5 The Club offers refunds on merchandise in accordance with its legal obligations.

7.6 The Club will consider its traditional values, along with commercial considerations, when producing new playing strips.

7.7 At each of our retail outlets, the Club offers the service of printing the name of a current Arsenal player onto one of our current replica shirts. However, should any such player cease to be a member of our first team squad, we will be unable to offer a refund or make any alterations to the shirt.

8. THE STADIUM

The Club endeavours to ensure that Emirates Stadium is maintained to the highest standards ensuring that it is a safe, functional and pleasant environment for supporters and all other users.

9. CATERING

The Club’s Caterers, Delaware North, are fully committed to providing high quality catering operations. They will seek to continue to improve their operations by regularly monitoring customer thoughts and feedback. Comments and suggestions regarding catering at Emirates Stadium are welcomed at the following email address: delawarenorth@arsenal.co.uk

10. STAFF CONDUCT

10.1 Arsenal Football Club expects and requires all employees to conduct themselves in accordance with the highest ethical standards. Employees are expected to maintain these standards on and off Club premises.

10.2 All Club members, supporters and all applicants for employment will be regarded equally and be given equal opportunities in all aspects of contact irrespective of their race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

11. DATA PROTECTION

Arsenal Football Club plc seeks to categorically adhere to all data protection guidelines. We will only hold supporter data and pass on data if we have your permission to do so. If you wish to know what data we hold on you we are happy to provide it. Likewise, if your information changes or if you wish us to stop using your data at any time, you can email us at dataprotection@arsenal.co.uk.

Subject to your agreement Arsenal Football Club plc and its group companies will use your information together with other information for administration, marketing, customer services and profiling your purchasing preferences.

We may search the files of credit reference agencies (who will record any credit searches on your file) for one or more of the following purposes:

(i) To help us make credit decisions about you;
(ii) To prevent fraud;
(iii) To check your identity and to prevent money laundering

We may also disclose details of how you conduct your account to such agencies. The information will be used by other credit grantors for making credit decisions about you and members of your household as well as fraud prevention, money laundering prevention and occasionally for tracing debtors.

We may make your information available to other persons and/or organisations who are our business partners or with whom we do business (“third parties”). We or they may contact you by mail, telephone, SMS, fax or e-mail to let you know about any goods, services, credit or promotions which may be of interest to you.

We may pass information about you for the above purposes to other companies associated with us or to third parties in countries which do not provide the same level of data protection as the UK. If we do so we will enter into contract to ensure your information is protected.

12. CUSTOMER SERVICE

12.1 The Club responds to any contact from a customer within a maximum of 14 days. All complaints must be made in writing to the relevant department at the Club. If it is felt that a complaint cannot be resolved within 14 days, an acknowledgment of the communication will be made as an interim measure.

12.2 The Club responds by email, fax or letter dependent upon the nature of the request. If a customer requests a response in writing he or she will receive one.

12.3 If a customer is not satisfied after having complained to the Club, and having given the Club sufficient time to respond, their complaint should be referred to the FA Premier League (The FAPL Charter can be found at www.premierleague.com or upon request by calling 020 7864 9000). If the customer is still not satisfied after having consulted the FAPL, the complaint should be forwarded to the Independent Football Commission. The IFC’s contact details can be found at www.theifc.co.uk or upon request by sending a fax to 01642 342 751 or writing to The Independent Football Commission, Victoria Court, 82 Norton Road, Stockton-on-Tees TS18 2DE.

12.4 David Miles, Company Secretary, has overall responsibility for customer service. However, the Club encourages customers to contact the department relevant to their particular query:

Box Office - IVAN WORSELL 02077044040
Commercial & Marketing - ADRIAN FORD 02077044180
Hospitality / Conference and Banqueting - STEVE BRICE 02077044556
Museum and Stadium Tours - KELLY ORBELL 02077044504
Football in the Community - ALAN SEFTON 02077044140
Junior Gunners / Travel Club - SUE CAMPBELL 02077044160
Stadium Management - JOHN BEATTIE 02077044030
Disability Liaison Team - ALUN FRANCIS 02077044490

Furthermore, the Club has a dedicated email address whereby supporters are welcome to make any enquiries. Please address your emails to: info@arsenal.co.uk

The Club Charter can be made available in an alternative audio format. Should an audio copy be required, please contact Alun Francis on 0207 704 4490.

[ Friday, June 22, 2007]


Email this page to a friend






Arsenal TV Online


What's in Store

Pre-order your new third kit online now!

Arsenal Mobile