Order of Sale

Premier League Home matches

Members will be given an exclusive sales period in which to purchase a ticket for the respective game. After the period of sale to Members has passed, and should tickets remain, the game will go on General Sale to supporter’s subject to meeting the qualifying sales criteria and any restrictions advised by the police or licensing authorities.

Premier League Away matches

Bondholders will receive priority access to tickets as per the Bondholder Agreement.

Following this, all Away Season Ticket Holders tickets will then be processed. Any remaining tickets will then be made available to Season Ticket Holders, who are not on the Away Ticket Scheme, in order of number of priority points held (descending order).

Should tickets remain, Claret Members will be given a priority window, and finally, tickets will be made available on General Sale, subject to availability.

Due to high demand, tickets for Premier League Away matches will likely sell out to Season Ticket Holders or Members. All tickets are subject to availability.

Tickets are strictly non-transferrable as expressed in the Terms and Conditions of Ticketing.

Any away match ticket must be used by the named Season Ticket Holder or Claret Member who qualified for a ticket in accordance with the Priority Points system. Should that Season Ticket Holder or Claret Member no longer be able to attend the match they will need to contact the Club at least 72 hours prior to the game in order to request a refund, subject to the discretion of the Ticket Office (match ticket holders only). The Club will then use the Priority Points system to reallocate the ticket to any unsuccessful applicants in descending order.

This is to provide a fair application process for all of our fans across the board and, in turn, preventing the misuse of our match tickets and the potential for Season Ticket Holders/Claret Members to obtain Priority Points for matches that they have no intention of attending.

Home cup matches

Bondholders have first option on ticket purchases as per the Bondholder Agreement that is in place.

Tickets will then go on sale to Season Ticket Holders not registered to the Home Cup scheme.

(Bondholders & Season ticket Holders will receive will receive first priority on their Season Ticket seats where possible).

Claret Members will be given an exclusive sales period in which to purchase a ticket for the respective game. After the period of sale to Members has passed, and should tickets remain, the game will go on General Sale to supporter’s subject to meeting the qualifying sales criteria and any restrictions advised by the police or licensing authorities.

Due to certain mandatory regulations associated with each cup competition, some supporter’s may not be guaranteed their seasonal Premier League seat for a home cup game. Should this be the case supporters will be relocated to other seats or given a separate window to purchase seats.

All tickets are subject to availability.

Away cup matches

Bondholders will receive first priority. Away Season Ticket Holders bookings will then be processed. The remaining seats will be sold to Season Ticket Holders in order of number of priority points held (descending order) followed by Members and finally, subject to tickets remaining, on General Sale to supporters.

Due to high demand, tickets for Premier League away matches will likely sell out to Season Ticket Holders or Members. All tickets are subject to availability.

Tickets are strictly non-transferrable as expressed in the Terms and Conditions of Ticketing.

Priority Points

Priority Points are used for Season Ticket Holder’s applications when away fixtures are oversubscribed.

For each first team home cup tie, away cup tie and away league fixture attended, one Priority Point is added to the Season Ticket Holder’s account. All Priority Points are valid for the previous and the current season combined. When demand for an away fixture exceeds the number of tickets available, those with the greatest number of Priority Points will be processed first working downwards until the allocation is sold out. Where possible, the Club will ensure that there will be enough tickets for all supporters to purchase in the first Priority Points window.

If applying with other Season Ticket Holders, to ensure being seated together, supporters will need to apply with the Season Ticket Holder with the lowest number of Priority Points.

The Priority Points scheme is only applicable to first team competitive fixtures. Friendlies or Academy fixtures are not included in the current Priority Points scheme.

Upgrading tickets

It is important that supporters have purchased, and are in possession of, the correct ticket and that it is activated to allow access in to the stadium. If the supporter who originally purchased the ticket is no longer able to attend the match, they should contact the Ticket Office on 0333 030 1966, option 3 to discuss and, where appropriate, upgrade the ticket. Tickets can be upgraded at each Premier League home match at a cost variable based on the category of the match.

We are happy to provide a complimentary personal assistant (PA) ticket to any of our disabled supporters should they require. A PA is responsible for the supporter’s care and assistance while at London Stadium. Should the disabled supporter no longer be able to attend the match, the accompanying complimentary personal assistant ticket becomes void. Personal assistants can enquire about upgrading or purchasing a ticket for the game, subject to availability.

We will provide a personal assistant with a paper ticket. Should the disabled supporter then decide to attend the match after the upgrade has been processed, any refunds will fall in line with the Club’s refund policy.

Please note that failure to upgrade a ticket may result in the supporter being refused entry to the stadium.

Refunding Tickets

Season Tickets and match tickets are strictly non-refundable.

Any refund requests are only considered in exceptional circumstances and on a discretionary basis via written confirmation. Match ticket refund requests will need to be received no later than 72 hours prior to kick-off of the match in order for the request to be taken into consideration (change of date is not an exceptional circumstance).

A Club Cash credit may be made available for use against future ticket purchases during that respective season. Club Cash credit expires on 31st May 2018.

Match dates and/or kick-off times may be subject to change at short notice for reasons beyond the Club’s control. It is the ticket holder’s responsibility to ascertain the date and kick-off time of any match as refunds will not be given to supporters who arrive late. The ticket shall remain at all times the property of the Club.

Please keep in touch with all official Club communication channels for the latest updates.

Ticket Forwarding

The Club have facilitated a Ticket Forwarding system available to Season Ticket Holders and Claret members who wish to gift their match ticket to a friend or family member if they are unable to attend the game. Once each game sells out, the Ticketing Forwarding feature will become active at the Clubs discretion, in the lead up to the match, and announced on the Club website.

Accessing the Stadium

Season Tickets

Please use the Stadium Access Card supplied in order to gain entry into the stadium. All Season Ticket Holders will receive new Stadium Access Cards for the 2017/2018 season.

Members

Please use the Stadium Access Card supplied upon entry to the stadium. If you are an existing Member, please re-use the card supplied from the previous season as this is re-activated for continued use. Should this change, supporters will be notified through official Club communication channels.

Replacement Stadium Access Cards

Any Season Ticket holder or Member who has lost, misplaced or forgotten to bring their Stadium Access Card will need to contact the Ticket Office in advance of the match on 0333 030 1966, option 3 for assistance. Lines are open Monday – Saturday, 09:00 – 17:00. Please note that a £10 replacement card fee will apply.

Paper ticket holders

If you have not enrolled in either a Season Ticket or Membership or you have purchased an extra ticket in addition to your Season Ticket or Membership during the General Sale period, please note that paper tickets or e-tickets will be issued. Supporters will be advised at point of purchase as to how they will receive their tickets.

UK and EU

Any paper tickets will be sent to the address registered to the lead supporters membership account. Tickets should arrive no later than 48 hours before the match. If tickets have not arrived by this stage supporters should call the Ticket Office on 0333 030 1966, option 3.

Non EU

Due to uncertainties in delivery times and standards with postal systems outside of the EU, all paper tickets purchased by supporters outside of the EU will be retained by the Ticket Office and can be collected on production of photographic identification on matchday.

We would recommend collecting these tickets two hours before kick-off to avoid possible delays or congestion upon entry to the stadium.

The Order of Sale is subject to change at any time and will be communicated through the Club's official channels.