SEASON TICKETS 2020/21: Your Options and Frequently Asked Questions
More detailed information on rolling your season ticket payments over to 2021/2022, or obtaining a refund, from 2nd November
Further to our announcement to season ticket holders earlier this month, we now have additional information on your options to roll your 2020/2021 season ticket to the 2021/2022 season, or obtain a refund.
Firstly and as always, we would like to thank you for your ongoing support.
We fully appreciate that our season ticket holders have either paid in full for the 2020/21 season, or continue to purchase their seat(s) via the rolling Direct Debit scheme.
The club and the Premier League are in continued discussions around supporters being allowed back to the stadium in a COVID safe way. In the meantime we would like to offer an update on options regarding your season ticket - which includes a full refund - if requested.
We value your support now, more than ever, and guarantee that whatever decision you make, your seat for the 2021/22 season will continue to be reserved until June 2021; at that point, we would hope that some form of normality has returned and season ticket sales can restart.
In summary, any monies paid for your 2020/2021 season ticket (or if you continue to complete your Direct Debit payments) will be held on your account and will automatically guarantee your seat for the 2021/2022 season, with nothing extra to pay. By retaining your season ticket, you will also be the first priority to have a chance of getting a ticket to home games during this current season if the stadium reopens at a reduced capacity.
If you choose to retain your 2020/2021 season ticket, you are also all set for the 2021/2022 season when we hope to have all fans back at Turf Moor.
If you have a specific question regarding your account, please email our ticketing team on firstname.lastname@example.org.
Corporate season tickets
Corporate season ticket holders will be contacted directly by the commercial team about their specific options over the coming weeks.
Alternatively, we understand that in these uncertain times that some supporters may need to take the option of a refund for their 2020/2021 season ticket.
The club now has a system in place for those supporters to be able to take a refund if they wish. Again we reiterate that your 2021/2022 seat will still be secured if you take this option.
The value of your season ticket, whether you paid up front or have kept up with your direct debit payments, will soon be shown in your online account 'OnAccount' at tickets.burnleyfc.com .
Simply log in, head to the 'MyAccount' link and you will have the option to take a refund for your current season ticket, if you wish. Please note that you may have to add a saved credit/debit card to your account for this to be done. The 'Saved Card' link is in the same menu.
If you have any questions/issues with this, in the first instance email email@example.com with the names, Clarets Number(s) and seat details of all the relevant season tickets you are trying to refund. A member of staff will then be able to guide you through the process.
If you continue to have difficulty obtaining a requested refund, you may also call the ticket office by phone on 01282 446800, option 2 or 3 (Mon-Friday, 10am-4pm)
In order to facilitate this refund process and the updated national lockdown restrictions the ticket office doors will remain closed to walk-ups until further notice.
I understand the pros and cons and would still like to take my refund for the 2020/21 season. When will I be able to do this? The value of all current season tickets holders tickets will begin to be uploaded to their 'OnAccount' from 5pm on Monday, 2nd November. This process may take a couple of days to get through all season ticket holders. If the value of your season ticket doesn't show at first, please check again a little later.
If I request a refund, why will I not be able to enter a ballot to get a match ticket if the stadium reopens in 2020/2021? If Turf Moor re-opens to supporters for the 2020/21 season it will, very likely at first, be at a limited capacity. The priority at that time will be for current season ticket holders to get the opportunity to attend, until such time that the stadium opens up enough to allow for general admission sales. If we are allowed to open to a more significant numbers of fans we will, of course, try and ensure you also receive a priority before general admission sales.
If I request a refund, how long will it take? If you have an online profile with the club and choose to take the funds from your ‘OnAccount’, the funds should be with you between 3-5 working days. If you are not aware of your online profile you may need to reset your details using your Clarets Number. For assistance please email firstname.lastname@example.org
I currently pay for my season ticket via direct debit. If I request a refund, will the DD payment option be available for the 2021/2022 season? There is a huge amount of uncertainty which affects the normal planning for tickets here at Turf Moor. While we cannot at this time 100% guarantee that a 'normal' direct debit option will be available for the 2021/2022 season we will do everything we can to ensure that there is a suitable 'pay-over-time' option for supporters. We understand and want to continue to offer supporters the most convenient option for them to pay for a season ticket.
I pay for my ST via Direct Debit. I do not want a refund but would like to pause my monthly payments. Can I do this? Yes. However, please be aware that all payments would have to be caught up if you would like your seat automatically renewed for the 2021/2022 season. There will be a form you need to fill in on the OnAccount page which allow you to request a pause of your future payments.
If I choose to keep the funds for my season ticket ‘OnAccount’ will there be anything extra to pay going in to the 2021/2022 season? No, by paying for a 2020/2021 season now you are effectively guaranteeing your seat for the lowest possible price for the 2021/2022 season.
I would like my monies back for this season, but I have every intention of coming back to the Turf in the 2021/22 season. When can I renew and secure my seat again? If you choose not to attend the 20/21 season and have no monies in your account after we have refunded you, we intend to open a short renewals period pre 21/22 season, which will allow previous season ticket holders to resecure their 19/20 season seat. The date of this window will be determined by the Government’s decision regarding the return to the stadiums in the coming months.
I chose not to renew in the Early Bird period for 20/21 due to the uncertainty surrounding the season. Can I still retain my seat for the 21/22 campaign, purchase a season ticket now, and is it possible for me to be entered into a potential ticket ballot? We want to reassure you that your seat will be available to renew. We also fully appreciate that your choice not to renew may have been based upon the uncertainty of the upcoming season back in the early bird renewal window (for 20/21). In such cases we would ask supporters to contact the ticket office team, preferably by email, and provide an outline of your request and we can talk you through your options on a case-by-case basis. Please contact email@example.com
I chose not to renew in the Early bird period for 20/21. Will you re-sell my seat this season? If and when we are permitted to welcome supporters back to Turf Moor in the 20/21 season, it's anticipated it will be in much reduced numbers and will be by strict adherence to social distancing policies. In these circumstances, no supporter will be able to retain or request their ‘usual seat’. So it may be that your usual seat could be allocated to another supporter on a match-by-match basis in the 20/21 season, This is will a temporary measure and will not affect your ability to secure your 21/22 season ticket
Will the prices for 2021/2022 season tickets be frozen again? While we are proud to have been able to keep season ticket prices frozen for the past seven seasons, in the current climate we cannot guarantee this will continue. This is reviewed on an annual basis and will be looked at again as we approach the 2021/2022 season. By paying your frozen price now you are guaranteeing you will have no higher price to pay for a new season ticket for the 2021/22 season.
I have paid for my own, plus my two children’s season tickets on the same card. Do I need to go into each account to request refunds? Answer updated 2nd November Yes, you will need to go into each account in order to access the OnAccount as they are personal for each supporter. Multiple accounts can be attached to the same email address to make this process easier.
However moving forward we would strongly advise for all supporters to have their own email address as this may be required in the future to be able to email contactless ticket access to Turf Moor.
I have a zero-value season ticket (for example a personal assistant or child's ticket). Do I need to do anything to this account? No action is needed on a zero-value season ticket. We will reserve the seat as normal. We do ask that if you intend not to renew for the 2021/2022 season to please let us know so we can put this seat back on sale at the appropriate time.
I have been given a season ticket as a gift, or someone else pays for my season ticket. Can I ask for a refund to my bank account? No, refunds will be processed to the card you have as your ‘saved card’ in your online ticket profile.
How long do I have to decide whether to take a refund or not. Will you impose a deadline? A deadline will need to be set to end the refund process. However, currently we have not set a fixed date.
How do I check and or update my card details on my clarets account? Login to the ticket website HERE and click on the ‘My Saved Cards’ option or contact the ticket office team: firstname.lastname@example.org
I’ve chosen to cancel my direct debit payments already so I am not currently a season ticket holder or my situation isn’t covered above. What advice can you give? Can I still get a refund of the monies I’ve paid? All supporters will be eligible to request a refund. However supporters who have broken their direct debit agreement will not be able to be handled using the automatic 'OnAccount' process explained above.
In this scenario the 'refund request' will be looked at on a case-by-case basis, after the club has dealt with the 'OnAccount' refund process.
We recognise there are a lot of different scenarios and payment methods and individual circumstances to factor in, which we acknowledge, and in such cases the ticket office team can advise and deal with any supporters queries on a case by case basis if needs be.
Please watch out for further updates and bear with us when replying as we are still working through some options and listening to supporter feedback.
Sat, Dec 5, 2020