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2019/20 season card: FAQs

Find all the answers to the key questions ahead of the Bristol Bears 2019/20 season card sales period.

Existing season card holders and members will be offered the chance to renew first online from 10am on Tuesday, April 30th at 10am.

All the sales dates, pricing and full details can be found by clicking here.

Contact Us – Supporter Services

Phone – 0117 963 0600 option 2
Email – supporterservices@bristol-sport.co.uk
Website – tickets.bristol-sport.co.uk

Opening Times – Supporter Services
Monday to Friday 9am to 5pm (open until 8pm on seat move day)

Please note, all areas of the stadium are now reserved seating. During the 2018/19 season we've averaged over 16,000 and - on particularly busy games - have encountered issues in the unreserved areas with supporters arriving in large groups late, not being able to find anywhere to sit, standing in gangways or at the top of the Dolman Stand.

As a result, and taking into consideration fan experience, we've taken the decision to make all areas reserved.

PURCHASING YOUR SEASON CARD

  1. When can 2018/19 season card holders renew their season cards for the 2019/20 season?

Online – Tuesday, April 30th (10am)

Phone – Thursday, May 2nd (10am)

Please note: disabled supporters will be able to renew during the online sales period over the phone. Bristol Bears season card holders renewing in the same seat, at the same price type as the 2018/19 season, will not receive a new access card. Please do not throw away your current season cards.

  1. When will 2018/19 season card holder reservations be released?

On Wednesday, May 15th the reservations for season cards will be lifted and season card holders will be able to move into seats which have become available. This can be done over the phone from 12pm-8pm.

Following supporter feedback, all areas of the stadium will now be reserved.

  1. I have a 2018/19 season card but I want to choose a different seat for the 2019/20 season, when can I do this?

If you would definitely like to move then simply select a new seat from the stadium map, bear in mind that all 2018/19 seats will be reserved until May 15th at noon. Then between 12noon until 8pm on the 15th only supporters who have already purchased their 2019/20 season card will be able to move into any newly available seats. If you haven’t purchased by 12noon on Wednesday, May 15th then you will need to wait until 10am on Thursday, May 16th to select from the newly available seats which have become available after the reservations are lifted.

  1. When can new season card holders purchase for the 2019/20 season?
  • 2018/19 Forever Bristol Members Online – Tuesday, April 30th at 10am (Including Bristol City, Bristol Flyers and Bristol City Women’s season card holders)
  • 2018/19 Forever Bristol Members Phone – Thursday, May 2nd at 10am
  • General Sale Online – Thursday, May 2nd at 10am
  • General Sale Phone – Thursday, May 2nd at 10am
  1. How do I renew my season card?

Online:

If you are buying your season card online you will need to ensure you have created your Bristol Sport Club Account. To set up this account, please visit https://login.bristol-sport.co.uk. Please have your Supporter ID to hand as you will need to link your old ticketing account to your new Bristol Sport Club Account. Your Supporter ID number can be found on your current season card.

To view a step-by-step guide please click here - https://www.bristol-sport.co.uk/about/guide-to-bristol-sport-club-accounts/

From your given priority period, you can access your reserved season card seat by visiting https://tickets.bristol-sport.co.uk and logging in using your Bristol Sport Club Account. Once logged in and from your profile page, select the ‘season cards’ tab. From here, select your season card to renew and at the next screen you will be presented with everyone in your group. From there, you will have the below options for each individual.:

  • Yes, I want to renew now – this will take you through the process to buy the same seat you had for the 2018/19 season.
  • Not sure, keep my seat for the time being – this will hold your seat until you either purchase it, release it or the reservation deadline is reached.

Supporters moving seats to new areas can access the stadium plan directly from the season card tab on the ticketing website and select a seat from there.

Phone:

Season card holders who do not have access to the internet can call Supporter Services on 0117 963 0600 (option 1) to buy during the phone sales process. Disabled season card holders who require a carer can call Supporter Services during the online only sales period.

  1. Can I renew more than one season card at a time?

Yes, you will be able to renew the season cards of friends/family in your linked group on the Bristol Sport ticketing website. In most cases you will already be linked to the supporters you attend with. In the circumstances that you are not, then you are able to link yourselves together by calling Supporter Services with your Supporter ID number as well as the Supporter ID number of the person(s) you would like to be linked to. 

  1. How can I pay for my season card?

This can be done online or over the phone only, there will be no in person sales from Ashton Gate. You are able to pay for your season card either in one full payment via Debit or Credit Card or by spreading the cost over a number of months (please note: we do not accept American Express). If you chose to spread the cost of your season card there will be a fee of £25 per application and payments will be split across ten months. There is a maximum of four season cards per pay monthly application. Further terms and conditions of our pay monthly scheme can be requested.  

  1. Is there a renewal discount price for securing my seat early?

Yes, if supporters renew in the advanced sales period they will get the cheapest priced season card. Prices are likely to increase if purchased outside of the advanced ticket sales period which ends on Friday, May 31st at 5pm.

  1. What are the cut off dates for each age category and what proof is required?

The cut-off date for each age band is August 1st 2019. For example, if you are 65 years old on August 1st 2019 you qualify for a senior ticket, whilst if you are 12 on August 1st 2019, you would not qualify for an Under-12 ticket. Concessionary applicants are required to show a proof of date of birth, such as a passport, driving licence or birth certificate. You will need to email a copy of a proof of date of birth to supporterservices@bristol-sport.co.uk. If you have previously provided us with this proof, you will not be required to provide it again.

  1. Can I get a refund on my season card if I cancel it?

No. Season cards are non-refundable so there will be no refunds on season cards should you choose to cancel. (Please see terms and conditions).

  1. Will I be able to purchase an additional season card?

Yes, you will be able purchase additional season cards, subject to availability. If the new season card holder is a 2018/19 Forever Bristol Member they will be able to purchase a season card from Tuesday, April 30th at 10am. If the new season card holder is not a 2018/19 Forever Bristol Member they will be able to purchase a season card from the general sale period of Thursday, May 2nd at 10am.

  1. Where is the Family Area at Ashton Gate? Do I qualify to purchase season cards in the Family Area?

Due to its popularity, the family area will move to the Dolman Stand wing (E28) for the 2019/20 season. This increases the amount of available seats and is closer to community corner, the activities area run by our award winning community team on matchday. There are no unreserved seating areas, and everyone will have an allocated seat from 2019/20.

To be eligible for a season card in the Family Area, the group must contain a minimum of one Under-19 or Under-12.

  1. When will I receive my season card?

Supporters will all be sent a new season card for the 2019/20 season in the summer. Concessionary season cards will be sent once we have seen proof of age. You can send a copy of proof of age via email to supporterservices@bristol-sport.co.uk - this can be a birth certificate, driving licence or passport. We will accept high-quality photographs as well as scanned documents.

  1. When will the weekly prize draws be announced?

Two prize draws will take place in the first week (29 April – 1st May). The first will be the chance to win your 2019/20 season card for free. Details of future prize draws will be announced in due course.

Please note the earlier you renew your season card, the more prize draws you will be entered into.

CAR PARKING

  1. How can I renew my parking for the season?

 Supporters with current seasonal parking will be contacted during the closed season to renew their parking.

  1. I would like to move to a different car park, how can I do this?

 If you would like to express an interest in moving to a different car park then please email supporterservices@bristol-sport.co.uk. However, we would recommend that you renew in your current space, in order to secure your parking for the 2019/20 season and if a transfer to your desired car park becomes available then we will be in touch with you to arrange this.

  1. How do I get parking for the season?

 You can ask to be put on our waiting list should any parking become available by emailing supporterservices@bristol-sport.co.uk.

DISABLED ENQUIRIES

  1. Do the season card renewal dates still apply to disabled supporters?

Yes, the renewal dates for disabled supporters still apply, however you will need to call Supporter Services on 0117 963 0600 as online renewals are currently unavailable for disabled supporters. This can be done during the online sales period.

  1. Do disabled supporters get a discount on 2019/20 season cards?

Yes. The discounted rate is 10 per cent off the full price of advertised Adult 2019/20 season cards only. This discount will drop to five per cent for the 2020/21 season.

  1. Do disabled season card holders receive a free carer?

Yes, providing proof of eligibility is met, disabled season card holders can receive a complimentary carer’s season card if required.

  1. Will I be required to provide proof of eligibility in order to receive the complimentary carer season card for the 2019/20 season?

Yes, you will need to provide us with a copy of your DLA letter stating you are in receipt of medium to high rate care/mobility or your PIP entitlement letter stating you are in receipt of the enhanced rate. This can be emailed into supporterservices@bristol-sport.co.uk along with your Supporter ID.

GENERAL ENQUIRIES

  1. What matches are included in the 2019/20 season card?

The Bristol Bears season card includes fourteen games (Gallagher Premiership and European pool stages. Premiership Cup fixtures are NOT included in the package).

  1. I have forgotten my season card for a match. Will I be able to watch the match?

Yes. Match tickets can be printed at the South Stand ticket office for a £5 charge. Ticket will only be reprinted on production of the ticket owner’s ID.

  1. I have a concession season card. What happens if I cannot attend a home game?

If you can’t attend a game and wish a friend of the same age category to use your season card you must let the club know (see terms and conditions). If the season card needs to be upgraded, e.g. from an Under-12 to an Adult, you must contact the club and pay for the upgrade prior to the fixture. The upgrade cost will be calculated as the full price ticket minus the pro-rata rate of the season card. Please be advised that we will need to create a ticketing account for all supporters that wish to attend a game in place of the season card holder.

  1. I want to bring a friend to a game and would like to sit with them, can I move my seat for a match?

Yes, each season card holder can have three free seat moves per season to accommodate a friend they bring along. Seat moves for matches over and above the three free moves will be charged at the rate of a full price ticket minus the pro-rata price of the season card. To move seats for a particular match you will need to contact the Supporter Services team.

  1. During the 2019/20 season I decide I would like to move seats, what do I have to do?

You must contact the Supporter Services team to discuss options. Permanent seat transfers made during the season will incur the following fees:

  • Reprint fee - this costs £10 per season card and applies to all season cards which need to be reprinted.
  • Seat Move Admin Fee - This costs £10.

Supporters are entitled to one move per season without incurring the above Seat Move Admin Fee. Supporters will also pay the difference between the current seat and the seat they are moving to, if their current seat is more expensive than the seat being moved into then no refund will be offered by the club.

  1. What happens if I have an issue and want to complain?

If you have any issues that you wish to discuss, you can either call Supporter Services on 0117 963 0600 or email supporterservices@bristol-sport.co.uk. If they cannot deal with your query directly they will pass it on to the relevant department.

  1. Who do I speak to if I have a problem on matchday?

There are plenty of stewards at the stadium who will be able to assist. Alternatively, if you go to the South Stand ticket office then a member of the Supporter Services team will be able to assist you, prior to kick-off.

ADVANCED SALES PERIODS

Renew your seat from: Tuesday, April 30th (10am)

Lose your seat deadline: Wednesday, May 15th (12pm)

Move your seat: Wednesday, May 15th (12-8pm)

Members purchase: Tuesday, April 30th (10am)

General sale: Thursday, May 2nd (10am)

Deadline: Friday, May 31st (5pm)

VIP HOSPITALITY

If you are interested in VIP seasonal hospitality, our Lansdown Restaurant offers the ultimate hospitality experience. For all queries please speak to one of the team on 0117 963 0630 or email hospitality@ashtongate.co.uk