Statement on Ticketing

The club had been waiting for official confirmation from the Premier League on the remainder of the current season, with an announcement being made on Thursday afternoon that it will be concluded behind closed doors.

The club’s aim is to give supporters as many options as possible during this difficult time. With this in mind, supporters have the following options available to them:

Season Ticket Holders

Season Ticket Holders have the option to donate their refund to the Cherries Community Fund, waive their refund, receive a refund or claim monies owed as a credit against their 2020/21 season ticket.

Supporters will receive information on how to indicate their preferred option via e-mail and will have the next ten working days (until Friday 12th June) to advise the club of their preferred option. If you do not advise the club of your preferred option by this date, you will receive a full refund.

Match by Match Ticket Purchasers

Match ticket purchasers have the option to donate their refund to the Cherries Community Fund, waive their refund or receive a refund.

Please note, if a friend or family member purchases tickets for a group, only the supporter who placed the order will be required to indicate the chosen option for the whole group.

The supporter who placed the order(s) will receive information on how to indicate their preferred option via e-mail and will have the next ten working days (until Friday 12th June) to advise the club of their preferred option. If you do not advise the club of your preferred option by this date, you will receive a full refund.

Supporters who have opted to donate, or waive, their refund will receive a confirmation e-mail from the club in this respect once the option window has closed.

Once the option window has closed on Friday 12th June, the following refund process will apply for those supporters who have selected a refund as their preferred option:

Supporters who purchased their season ticket or match tickets, or coach travel, by credit/debit card:

Supporters who purchased their season ticket or match-by-match ticket(s) using a credit or debit card will be automatically refunded, to the original payment card, via the club’s ticketing system.

These refunds will be processed automatically; you do not need to contact the club to claim your refund.

Season Ticket Holders will receive a single payment. Supporters who purchased several tickets across a number of transactions will receive multiple payments equivalent to each ticket order.

Supporters will receive their refund within 13 working days of the option window closing on Friday 12th June. Once the refund has been completed a confirmation e-mail for each order will be sent.

This group represents the vast majority of supporters; the club asks that supporters in this group do not contact the club during this period as this will slow down the process of providing other supporters with a refund in a timely manner.

Supporters who purchased their season ticket or match tickets, or coach travel, by cash, cheque or V12 Season Ticket Finance:

Supporters who purchased their season ticket or match-by-match ticket(s) using cash, cheque or v12 Season Ticket finance will be refunded via bank transfer (BACS).

In order to complete BACS transfers as efficiently as possible, the club ask that all supporters who purchased tickets via cash, cheque or finance, complete the secure form provided during the option window above; this form will provide the club with the required details to complete the transfer.

Supporters are strongly advised to complete the option form to ensure their refund is processed as quickly as possible.

All supporters who are refunded via BACS bank transfer will receive a single payment which will be the sum of all monies owed. Supporters will receive their refund within 13 working days of the form closing on Friday 12th June; Once the refund has been completed a confirmation e-mail will be sent.

Please do not attend Vitality Stadium in person to request a refund. The stadium and its customer-facing functions remain closed at this time, in line with Government advice. This is to ensure the health and wellbeing of employees and supporters.

We appreciate that this an unprecedented moment for Cherries supporters and the wider footballing community and supporters may have ticketing questions relating to the conclusion of the 2019/20 season. To assist supporters, we have provided answers to these key questions below:

What is the Cherries Community Fund?

The Cherries Community Fund supports local organisations and individuals and is directly funded by supporters via the matchday draw. The Cherries Community Fund recently issued £1,000 grants to five local hospices.

When will information on the 2020/21 season ticket be released?

Season Tickets for the upcoming season have traditionally been released for renewal once the previous season has ended. The club will provide more information on season ticket renewals once the 2019/20 season has concluded.

When will I receive my refund?

Supporters who do not opt for a credit/donation/waiver, should receive their refund within 13 working days of the option window closing on Friday 12th June.

Supporters who purchased tickets via cash, cheque or finance, and who do not fill in the BACS transfer form, may have a longer wait for any refund as the ticketing team will be required to contact them for their transfer details.

I have a season ticket and away match tickets, how will I receive my refund?

If you are a season ticket holder who has purchased additional match-by-match tickets for away fixtures by credit/debit card, you will receive one payment for your season ticket, and then multiple payments for additional tickets or travel.

If you are a season ticket holder who has purchased additional match-by-match tickets for away fixtures by cash, cheque or finance, you will receive one payment for your season ticket, and then one BACS transfer for additional tickets or travel.

I bought match-by-match tickets, will I keep my Cherries Points once I am refunded?

All supporters who purchased tickets for fixtures now being played behind closed doors will retain any Cherries points accumulated.

Why can’t I keep match-by-match ticket refunds as credit?

The process of crediting payments on to account for potential future purchases is not one that the club are able to offer.

The season ticket credit will be handled at the pricing stage for a set number of supporters purchasing a single, set product. Unfortunately, the variables involved for match-by-match tickets make this impracticable.

I purchased a hospitality package, when will I receive a refund?

If you have purchased a hospitality package for one of the refunded fixtures, or as a seasonal package, the Hospitality and Events team will be in touch with you with your options.