Some FAQs as the ballot process opens for the play-off semi-final against Brentford.
How do I apply for the ballot?
Log in to your online account and season ticket holders only will see the option to purchase an entry at no cost on the main content page of the ticketing website. To complete the process follow the on-screen prompts.
How can I apply for the ballot if I do not have an online account?
If you do not have an online account, you can contact the ticketing team by calling 0344 576 1910 (option 1) or you can come into the AFC Bournemouth ticket office in the Superstore and one of the ticketing team will be happy to assist you.
Will Cherries Points Holders be eligible to apply for the ballot to attend a reduced capacity match?
If seats remain available after the season ticket holder’s window to purchase has expired, these will be offered to Cherries points holders, starting with those on maximum points and then on a sliding scale. Any such tickets will be available via an online ticket sale at 5pm on Friday 14th May. Points holders should not contact the ticket office to check sales.
Are points awarded if tickets are available for supporters with priority points?
You will not receive a point if you are successful in the ballot, points are frozen until the 2021/22 season.
What will be the capacity for this semi-final?
A reduced capacity of just over 2,000 is based on the requirement to work to SG02 guidance for this game, in the same way as for our previous games in December.
This sets out socially distanced attendance with mitigation such as face coverings, hygiene and one-way systems.
Why can I not sit in my season ticket seat?
Unfortunately, we are unable to guarantee ballot winners will be allocated a ticket for their season ticket seat.
In order to comply with the government guidelines, we have introduced additional health and safety measures which have been approved by our governing authorities to ensure they meet the required standards. Social distancing is an important part of these measures and therefore ballot winners will have their seats allocated to ensure they are at a safe social distance.
We will try our best to get you as close as possible to your preferred area but this is not guaranteed.
How many tickets can I apply for in the ballot?
Season ticket holders can apply for tickets in groups of 4, 2 or single seats. Please ensure that everyone you apply for is either a member of your household or support bubble.
Why can I only purchase up to 4 tickets?
Due to updated Government guidance and health and safety protocols around the ground, we can only offer up to four tickets per household due to social distance requirements, especially relating to concourse areas, to ensure that each supporter is safe within the stadium.
Do we have use of the wheelchair platforms?
The Vitality Main Stand platform will not be available on a matchday however we will be opening the three wheelchair platforms in the east stand and the two lower ones located in the north stand.
How long do we have to purchase our ballot tickets if we are successful?
The ballot opens at 3pm on Saturday 8th May and closes at 3pm on Monday 10th May.
If I am successful in the ballot, how do I pay for my ticket?
All supporters who are successful in the ballot will be able to use their online ticketing account to purchase their tickets. If you are struggling to pay for your ticket online, you can contact the ticket office where one of our staff members will be happy to assist you.
Can I bring my child to sit on my lap if they are under the age of three?
For the purposes of these matches, children under the age of three are not permitted to attend.
If I can no longer attend, when is the latest I need to return my ticket?
Supporters who are unavailable to attend a fixture after being successful in the ballot, or having purchased a ticket, must notify the club no later than three days before matchday to be able to receive a refund.
How much will I have to pay if I am successful in the ballot?
Supporters will pay the amount for the relevant price type and block. Pricing details will be available on the website.
If the club progresses to the Play-Off Final, will I be excluded from any potential ballot for that game by attending the Semi-Final at Vitality Stadium.
If the club were to compete in the Play-Off Final, you would not be disadvantaged by attending the home leg of the Semi-Final.
Can I choose where I want to sit?
Unfortunately, this isn’t possible. You can state where you would prefer to sit when entering the ballot but this is not guaranteed.
How will I be notified if I am successful in the ballot?
All successful ballot applicants will be notified via the email attached to your ticketing account on Wednesday 12th May.
What if I am not happy with my seat?
We are unable to change the seat allocated to you. If you do not wish to take up the opportunity to purchase the allocated seat, you should contact the ticketing team by three days before the matchday.
Will away supporters be allowed to attend this reduced capacity match?
No, away supporters will not be able to attend.
If I have accessibility requirements, can I request a certain seat?
Unfortunately, supporters will not be able to apply for specific seats but should note their accessibility requirements as part of the ballot process. The ticketing team will then try to accommodate these as far as possible but you should check the seat details allocated to you when you log on to make sure they are suitable.
Can I request a place on the elevated accessible platforms?
In this case, you should note your request for a platform place for you and your PA in the relevant section of the ballot online process. There is no guarantee that we can accommodate all requests and it may be that you are allocated a place elsewhere in the ground.
What time do I need to arrive at the stadium?
You will be allocated a time slot when you need to be at the ground, these time slots will be emailed out to supporters attending the game prior to matchday. You must make sure you are at the ground no earlier or later than your allocated time slot.
Can I socialise with other households when arriving at the stadium before kick-off?
Please refrain from socialising with people who are not in your bubble. Please ensure you keep a two-metre distance from anyone who is not in your household or support bubble.
Can I purchase refreshments on a matchday?
No, but you can prebook your refreshments online when paying for your ticket with collection on arrival on matchday. There will not be refreshments available at the stadium for general admission on the day of the game.
Where do I enter the stadium on a matchday?
All supporters who are successful will be notified on their specific entry point via email. Supporter services and the ticketing team will also be available on matchday to advise on where to enter.
Will parking be available on a matchday?
Parking will be available on matchday but it will fill quickly so you should plan an alternative.
Do I use my season ticket when entering the ground?
Yes, your ticket will be loaded onto your season ticket card, please note this will not be your usual season ticket seat and will be the one provided over email once successful. You can either note this down or you can print your order confirmation which will be emailed to you.
What do I do if I forget my season ticket?
We ask all supporters who are attending the game to make sure they have their season ticket before leaving home as it is your only means to enter the stadium.
Where do I go on the matchday if I have a ticketing query?
The ticket office itself will be closed on a matchday, however, members of the ticketing team and our supporter service team will be available to assist you on arrival at the match.
Will the the Junior Cherry fan zone be open?
The fan zone will not be open on matchday.
Will the Superstore be open on matchday?
The Superstore will not be open on matchday.
Will the ticket office be open on a matchday?
No, however the ticketing team will be available for support on matchday and will be found at the entry points in and around the stadium. The ticket office will be closed for face-to-face enquiries.
Can I use someone else’s season ticket to enter the ground?
No, this is vitally important in protecting the health and safety of all supporters and staff on matchday. If a supporter is successful with the ballot it must be the same supporter who comes to the game.
Can we bring our own refreshments into the ground on a matchday?
No, refreshments are not allowed to be brought into the ground on a matchday. There is a catering offer of a pre-paid meal deal which can be added to your match ticket purchase when you book online.
What if I forget my seat details on a matchday?
We ask all supporters to make sure they know their seat details before arriving at the stadium to help support the flow of entry. The seat information will be shown on the email confirmation of your booking that you will receive.
Do all supporters have to wear a face covering?
Supporters must wear face coverings from when they join the queue to enter the stadium and, in any case, when they pass through the green fence onto the external concourse area.
They should continue to wear face coverings when in the stadium bowl, including when watching the match, and when exiting until they are off the external stadium concourse area.
Are there any exceptions to the requirement to wear a face covering?
The club will consider where there may be any specific exemptions, based on individual circumstances.
If you believe yourself to be exempt from wearing a face covering, you will need to contact the ticketing team to discuss this by three days prior to matchday.
What is club protocol for vaccination/green passports/testing for the play-offs?
These are not required for this game.