TICKETING

The club's customer service contact is Manager of the Ticket Office, Jayne Maggs. She is available from Monday to Friday 10am to 3pm and all home matchdays. Contact is via the Ticket Office on 0871 222 6666 (option 1).

PRICING

The Club continues to strive for wider access to matches by offering a broad range of ticket prices both in terms of match day tickets and season tickets. The Club operates a scheme to enable supporters to pay for season tickets by instalment at a reasonable rate of interest.

ALLOCATION

At least five per cent of tickets to each game will be made available to non-season ticket holders.

CONCESSIONS

Concessionary prices are available to junior supporters, senior citizens (over-65), full-time students and disability.
The club provides:
An area of the ground for the use of family groups and junior supporters.
Support for disabled spectators and their carers.
Facilities are available for blind supporters to receive a match commentary. Blind season ticket holders are issued with a radio receiver and listen to a broadcast from hospital radio. On a match day (where no receiver is available) supporters can be located in the vicinity of the hospital radio broadcaster to listen to the commentary. A minimum of seven days notice is required to arrange this facility.
Given the structural nature of the Williams Stand a number of seats do have a pillar in view; however the club sell these tickets at full price as the view is not severely impaired. The club does not sell seats that are impaired by a restricted view.

AWAY TICKETS

The allocation of ticket priority for away games will be announced when allocations are known.
In most circumstances priority will be provided to season ticket holders, followed by those who have enrolled in the membership scheme.
Information regarding games will be conveyed to supporters via a press release, the match magazine, a recorded message on a dedicated ticket hotline (this is not a premium rate number), club website and matchday announcements.

CUP COMPETITIONS

Tickets for cup matches are priced dependent upon the opponents, the profile of the fixture and the competition.
Ticket priority for home games will rest with season ticket holders and those who have enrolled in the membership scheme, followed by general sale.
Tickets for away fixtures will be allocated as above.

RETURNS/REFUNDS

The Club's policy on the return and distribution of unwanted tickets is as follows. Tickets purchased by supporters who find they are unable to attend will only be refunded in full provided:
* A suitable reason is provided for being unable to attend.
* The club is notified in writing and receives the tickets back prior to the day of the game
* Refunds will not be made after the game unless exceptional circumstances exist.
Should such a situation arise the Ticket Office Manager will assess the case on its individual merits.

NB No refunds will be offered for season tickets

ABANDONED MATCH POLICY

In the event that a match has to be abandoned for whatever reason the following club policy will apply:
If a match is postponed after spectators have been admitted to the ground but before the match has kicked off, ticket holders and any spectators having entered the ground will be offered free admission to the re-arranged game.
If a league match kicks off but is abandoned before the commencement of the second half, spectators in attendance will be offered admission to the rearranged fixture for 50% of the admission price they paid to attend the original fixture.
If a cup match kicks off but is abandoned before the commencement of the second half, the club will endeavour to provide spectators in attendance with the opportunity to purchase tickets for the rearranged fixture at 50% of the admission price they paid to attend the original fixture. This will be subject to the agreement of the opposing team and fulfilling the requirements of the official bodies governing the competition.
Due to different methods of admission to the four stands within the stadium it will be necessary to issue vouchers to some spectators.
All spectators in the Williams, Dolman, Family Enclosure, Atyeo and Wedlock Stands will be advised by use of the P.A. system to retain their tickets as proof of their admission to the game and to claim their seats for the rearranged game. All away spectators in the Wedlock Stand will be advised by use of the P.A. system to collect a voucher at the exit gates when leaving the stand (provided the game is not "all-ticket"). This voucher will be necessary to claim their seats for the re-arranged fixture.
The vouchers will be individual to that stand and will be retained in the control room for issue by the Safety Officer.

ACCOMMODATING AWAY SUPPORTERS

The Club abides by Football League Regulations governing the allocation of tickets to visiting clubs.
The Club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. In particular our concessionary rates offered to senior citizens, students and junior supporters apply to supporters of a visiting club.

CONSULTATION AND INFORMATION

The Club consults supporters on a regular basis through meetings with the Fans Consultative Forum.
The Club publicises its position on major policy issues through the matchday programme, website and regular e-mails to its customer database.
It will also provide press releases to the local media on all key issues affecting the club.
The Club has and continues to develop ways to consult with shareholders, sponsors, the local authority and other interested parties.
The Club gives the earliest possible notice of any changes to its ticketing policy and the reasons for the changes. The Club undertakes research on the design and number of new strips.

MERCHANDISE

The Club is presently operating a scheme of replacing all playing kits at the commencement of each season. 
The Club will aim to provide swing tickets attached to replica strip stating its season issue. Details of the next intended change of kits are available from the club shop.
The Club carries out its obligations under Football League Regulations to prevent price fixing in relation to the sale of the replica strip.
The Club offers refunds on merchandise in accordance with its legal obligations.

COMMUNITY ACTIVITIES

The club is committed to playing a full and active role within the local community.
To achieve these aims the Club is developing an expansive structure that includes a Community Affairs Manager, a Football in the Community Officer and a Study Support Centre Manager.

BCFC COMMUNITY AFFAIRS

The aim of Community Affairs is to encourage and develop partnerships at all levels regardless of age, ability, ethnicity, or gender.
To work with all members of the community including, business and commerce and charitable and voluntary organisations.
To develop and assist groups in improving opportunities for young people to participate in sport.
Community Affairs is a partner, a resource, a neighbour and a teammate in the community.

COMMUNITY PROGRAMME

Aims and objectives of the scheme are as follows:
To encourage more people (especially children) to play football.
To encourage more people (especially children) to watch football.
To promote closer links between Professional Football Clubs and the Community.
To encourage more people to become interested and support their local football club.
To maximise community facilities and their community usage at football clubs.
Where appropriate, club projects are encouraged to provide temporary and/or gainful employment and training for unemployed people.

BRISTOL CITY STUDY SUPPORT

Bristol City Study Centre aims to combine education and football, and is helping hundreds of young people to improve their numeracy and ICT skills.
The Centre focuses on raising standards amongst key stage 2 and 3 pupils at schools city of Bristol and surrounding area.

STAFF CONDUCT ANTI-DISCRIMINATION POLICY

1. Bristol City Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
2. Bristol City Football Club is an equal opportunities employer. We are committed to equal opportunity within our own organisation and to encouraging similar commitment from every organisation or individual acting within the game.
3. Equality of opportunity at Bristol City Football Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
This includes:
The advertisement of jobs
The selection of candidates for employment or promotion
Job location or working environment
Pay and employment terms and conditions
Internal training and development activities
External education activities and awards
Football development activities
Selection for representative teams
Appointments to honorary positions
4. Bristol City Football Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.
5. Bristol City Football Club supports The Football League and The Football Association in its commitment to develop a programme of on going training and awareness-raising events and activities in order to promote the eradication of discrimination.

CUSTOMER SERVICE

The Club will acknowledge contact from a customer within five working days.
Every endeavour will be made to address any concern raised by a supporter at the initial point of contact.
The Club will respond by telephone, email, fax or letter depending on the most appropriate means. If a customer requests a written response, one will be provided.

DISABLED POLICY

Bristol City Football Club fully supports the principle of equal opportunities and opposes all forms of unlawful or unfair discrimination on the grounds of disability.

The Club operates a specific ticketing policy for disabled supporters and will ensure that the scheme does not discriminate between disabled people with differing impairments.

The Club recognises that not all of its facilities are fully accessible to disabled customers and confirms that it is committed to making the necessary reasonable adjustments described by the Disability Discrimination Act and its relevant codes of practice to ensure full compliance with the legislation.

DEFINITION OF DISABILITY

As a fundamental principle the Disability Discrimination Act states that disabled people should not be treated "less favourably, without justification" and "reasonable adjustments should be made to make goods, facilities and services accessible".

Bristol City Football Club aim to comply with both the provisions and spirit of the Act.

For the purposes of this policy only, the definition of a disabled supporter is:- "Any person who, because of their disability or impairment, is unable to use ordinary stand seating without contravening Health and Safety Regulations, Guidelines or Policy or where the club has provided a "reasonable adjustment" to enable that supporter to attend the venue. Any such person will be considered for use of the "designated areas" of the stadium in line with the procedures set out in this policy".

A "reasonable adjustment" in the context should include (but is not limited to), the need to use a wheelchair platform, the need to bring a "personal assistant" for either personal care or safety reasons, or the use of an auxiliary service (eg match commentary for visually impaired supporters).

A "designated area" is any area (including specific seats around the stadium) that the club shall, in its sole discretion determine as being available for the disabled ticket price.

A person has a "disability" if he/she has a physical or mental impairment which has a substantial and long term adverse effect on his/her ability to carry out normal day-to-day activities.

Bristol City Football Club reserves the right to request "proof of a disability" before issuing any concession.

Such proof shall include:-
Receipt of the middle or higher rate of the Disability Living Allowance (mobility or care component)
Receipt of either the Severe Disablement Allowance or Attendance Allowance. A personal letter from your GP.
NB Receipt of a Blue badge will not be considered sufficient proof of disability.

CONTACT WITH EXISITING DISABLED SUPPORTERS

Bristol City Football Club has an open dialogue with its disabled supporters and encourages them to contact the club on a regular basis to discuss facilities and improvements etc.

The disabled supporters themselves have appointed a person to act and/or speak on their behalf.

The club's ticket office manager is their disabled liaison representative, and also serves on the National Association of Disabled Supporters Committee. The club is a member of NADS.

The club have also undertaken a review of its DDA position, both internally and via NADS and have taken due notice of any suggestions/recommendations.

FACILITIES FOR SUPPORTERS USING WHEELCHAIRS

The club has the following positions for wheelchair supporters and, if required, a personal assistant:-

Home Section
Atyeo Stand - 31
Dolman Stand - 28
Wedlock Stand - 17
Away Section
Wedlock Stand - 10

It is the club policy that one helper with any disabled person using a wheelchair receives their admission to the ground free of charge. The wheelchair-bound fan is required to pay the normal wheelchair admission price for that particular game. Season tickets will be available for both the wheelchair supporter and their personal assistant.

Please note if the disabled person cannot attend we will allow a carer access provided they pay for a full price seat.

In conjunction with the proof of disability (as previously mentioned) this concession will only be available to those people who meet the eligibility criteria described below:-

* Wheelchair using applicants must be largely confined to a wheelchair, or not capable of walking a distance further than that required to reasonably and safely access any other part of the stadium.
* Wheelchair using applicants should ideally, also be accompanied by a person who is capable of supporting the disabled person's needs in the event of an emergency. For this reason the club strongly recommend that a person is sixteen years of age or over and not be infirm.

FACILITIES FOR SUPPORTERS WITH VISUAL IMPAIRMENTS

The club allow visually impaired supporters and if required, their personal assistants to choose their seats in the stadium. The pricing of tickets will be the same as supporters using wheelchairs.

Match commentary is provided by the local hospital radio service. The headsets to receive this commentary are provided by the club. The supporters must ensure that adequate insurance cover is in place for the headset.

Eligibility for this concession requires proof of disability as described previously or each person can provide a copy of their registration document which certifies they are Registered Blind or Registered Partially Sighted or provide qualifying documentation from their optician equivalent to registration requirements.

The club strongly recommends that each visually impaired person attending a match should be accompanied by as person who is fully able to support their needs in an emergency.

Guide Dogs are allowed into the stadium but the club insist that supporters with guide dogs contact the club before the match so that we can discuss with them access to the ground, facilities inside the ground and the welfare of the guide dog before, during and after the match.

FACILITIES FOR SUPPORTERS WITH AMBULATORY DISABILITIES

The club recognise that there are considerable numbers of people in the community who use wheelchairs mainly for outdoor mobility purposes but are not necessarily confined to their wheelchair. There are also many people suffering severe walking difficulties who may wish to watch a match.

For the purposes of this policy and the administration of the concessionary ticketing policy both categories of people will be termed ' ambulatory disabled supporters' and those supporters with ambulatory disabilities of a severe nature will qualify for the concessionary treatment and have access to seating nearest the entrances/exits.

Eligibility to these areas will be dependent on providing proof of disability as described previously or will be decided on individual merit.

FACILITIES FOR SUPPORTERS WITH INFIRMITIES

Supporters with physically restricting medical conditions can sometimes have difficulty in reaching seats in some parts of the stadium.

The club are conscious that some elderly people suffering from an infirmity may have difficulty climbing large numbers of steps. Should their infirmity be so severe, they may be entitled to the concession offered for ambulatory disabled supporters.

FACILITIES FOR SUPPORTERS WITH LEARNING DIFFICULTIES

Supporters with learning difficulties can normally be accommodated in any part of the stadium in normal seating. However if for whatever reason any such supporter feels that ordinary seating would be unsuitable for them, they will be entitled to sit in the disabled concessionary areas and receive the appropriate concession. Tickets should be arranged in advance through the clubs ticket office.

FAMILY SEATING

The club recognise that disabled people have families who may wish to attend matches as a family unit. The club will try and accommodate such requests although this may not always be possible.

Please contact the ticket office for assistance in obtaining tickets as close as possible to the designated areas.

CAR PARKING FACILITIES

The Club have a limited number of parking places, which are allocated to disabled people with the most severe mobility difficulties. These places can be purchased on a seasonal basis on a concessionary basis. Applications can be made to the ticket office and each request will be judged on its individual merits. Seasonal passes will be issued depending on availability.

In addition, the club provides three disabled parking bays for away disabled supporters and these are available on request on a first-come, first-served basis.

Requests on a match by match basis will be considered depending on availability. The club will try and accommodate requests from away supporters.

LINES OF SIGHT

The wheelchair viewing areas located in the Atyeo and Wedlock Stand have unobstructed views of the pitch. The club appreciate that those areas in front of the Dolman Stand can on occasions have obstructed views due to the passage of supporters.

We would like to remind supporters to consider the needs of those disabled supporters in wheelchairs and ensure that their view is not obstructed.

CATERING FACILITIES

Match day catering for disabled people is provided in the kiosks located near to the wheelchair areas. The club stewards have been instructed to assist people getting refreshments if required.

DISABLED PERSONS TOILETS

The club have provided disabled toilets adjacent to those areas occupied by wheelchair users. Each of the toilets is alarmed.

If you experience any problems with the use of the disabled toilets please contact the nearest steward on the day or the club safety officer after the match.

ACCESS TO OTHER FACILITIES

The club has many facilities on matchdays and non matchdays which are not directly linked with actually watching the match. Whilst a number of the facilities are currently accessible the club accept that some areas do present a problem to the disabled. The age and structure of some areas do prevent improvement.

DEVELOPMENT OF THE STADIUM

Any future redevelopment of the stadium will always be planned, taking into account the needs and requirements of the disabled. The club will liaise with its disabled supporters to ensure their views are taken into account.

ACCESSIBLE WEBSITES

A useful website for disabled supporters to find out about facilities at grounds around the country can be found on the NADS website - www.nads.org.uk.

Opportunities for disabled supporters to attend away matches on the club's official coaches are limited due to the facilities available on the coach. It will be the responsibility of the disabled person travelling to ensure that they are accompanied by someone who is fully capable of supporting their needs.

The club cannot undertake to provide 'personal care' or 'moving and handling' assistance to people travelling because of the Health and Safety implications, but will use their best endeavour to assist in whatever way possible.

STEWARD TRAINING

The club's stewards are trained in the FSQ modular system, which includes a disability module. The club have nominated specific stewards to work in the disability designated areas to assist wherever possible.

CONCLUSION

Every reasonable adjustment is being made to all the services provided by the different departments at the club in order to comply with the provisions of the Disability Discrimination Act.

The clubs ticket office manager is the dedicated Disabled Liaison Officer and together with the operations manager have responsibility for overseeing and pushing through disability related issues.

BRISTOL CITY FOOTBALL CLUB OPENLY WELCOME COMMENTS ON THIS POLICY AND WOULD ENCOURAGE ANY PERSON TO CONTACT THE CLUB WITH THEIR COMMENTS OR QUERIES

BRISTOL CITY FOOTBALL CLUB - CONTACT NUMBERS

Jayne Maggs - Ticket Office Manager/Disabled Liaison Officer - 0871 222 66 66
Suzanne Purchase - Assistant Ticket Office Manager - 0871 222 66 66
Keith Draisey - Operations Manager - 0871 222 66 66
Mike Pratt - Safety Officer - 0871 222 66 66