AFC Bournemouth have compiled a list of FAQs for supporters to read before they apply for the upcoming ticketing ballots.
The club can now provide information on a return to Vitality Stadium in line with government, sports ground safety authority (SGSA) and SG02 guidelines in respect of the areas' Tier 2 status.
Will season ticket holders be eligible to apply for the ballot to attend a reduced capacity match?
Yes, but please do not contact the club in this respect. Please wait for the ticketing team to email you to invite you to attend.
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 from when it re-opens on 2nd December 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. Points holders should not contact the ticket office to check sales but will be contacted by the ticketing team if this situation should occur.
Are points earned 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.
I have already paid for my season ticket, why do I need to pay again?
All season ticket holders are set up to receive a full refund to the value of their 20/21 season ticket. This refund is done in monthly cycles and is on-going throughout the season. With this in mind, you are required to pay separately via your online account, for the balloted games.
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 up to four tickets, but all additional tickets must be in the name of fellow season ticket holders. If you have applied on behalf of others, those individuals won't be able to apply again on their own account.
In order to comply with the law, please ensure that everyone you apply for is either a member of your household or support bubble.
Why can I only purchase up to four 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 Vitality East Stand and the two lower ones located in the Vitality Steve Fletcher North Stand.
How long do we have to purchase our ballot tickets if we are successful?
Each game will have a unique sales window period for successful supporters to purchase their ballot tickets - please continue to check afcb.co.uk for updated timings.
Can I have a refund on my ticket if I can no longer attend?
If a supporter is successful in the ballot and can no longer attend, they must notify the club at least three days prior to matchday and this ticket is NOT TRANSFERRABLE under any circumstances.
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 (video guides will also be provided). 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.
Can I enter the ballot for every game?
Season ticket holders can apply for as many ballots as they choose but applicants are not likely to be successful until all applicants have attended at least once.
If I am not successful, will I be automatically entered into the next ballot?
No - all supporters must apply for each individual ballot and will not be automatically entered.
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.
What if I am not happy with my seat?
For these reduced capacity matches, 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.
How long do I have to enter each ballot?
This may change from match to match so please check the afcb.co.uk for updated timings.
Will away supporters be allowed to attend these reduced capacity matches?
No, away supporters will not be able to attend these matches until further notice.
Can supporters who live in Tier 3 areas attend matches at Vitality Stadium?
No, at this present time, travel from Tier 3 to Tier 2 areas in order to attend a football match is not permitted. Supporters should refer to the latest UK Government restrictions, both local and national, when considering travelling between areas in different Tiers (as designated by the Government from time to time.)
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 bubbles 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 bubble.
Can I purchase refreshments on a matchday?
No, but you can pre-book 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. More information will be available on how to purchase a matchday meal once the ballot has closed.
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 a 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 there be a Junior Cherries fan zone on a matchday?
The fan zone will not be open on matchday.
Will the Superstore be open on a 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.
This will include (but is not limited to):
- children under the age of 11
- people who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability
- where putting on, wearing or removing a face covering will cause you severe distress.
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.
Can I buy a matchday programme at the game?
Currently, the club are keeping programme sales online at the club's Superstore.