Below you'll find a range of frequently asked questions for the following topics:
Q: What is a restricted view seat?
A: Due to the age of Griffin Park there are a number of seats that have a restricted or severely restricted view of one or both goalmouths or partial areas of the pitch. These are categorized as having a 'Restricted View' or 'Severely Restricted View’. Restricted View is where you are able to watch the match but have to move your head/body to find the best view. Severely Restricted View is where you are able to watch the match but the view of one or more of the goals is obscured. These tickets are priced accordingly, with a discount on the advertised face value for that area. There are also other seats in the stadium where there is a roof supporting pillar in the viewpoint. Although no discount applies, the view from the vast majority of these seats is very good. Ahead of booking, please contact the Ticket Office directly if you would like information on any specific view in the stadium. Tel 0845 3456 442 (option 1) or email firstname.lastname@example.org
Q: What is the Club’s Ticket Exchange?
A: It's a service we offer to Season Ticket Holders who are unable to attend Sky Bet Championship home games. Season Ticket Holders can release their seat using the Ticket Exchange and that seat will be made available to other Brentford supporters to purchase once the stadium is at 90% capacity. Brentford supporters then have the opportunity to purchase returned tickets online.
Q: I released my seat via the Ticket Exchange but it hasn't been sold. Will I still receive a credit against the cost of my Season Ticket next season?
A: No, credit towards your Season Ticket for the next campaign will only be applied if your seat has been sold.
Q: How do I release my seat via the Ticket Exchange?
A: Visit the Ticket Exchange online here and follow the Ticket Exchange seat release instructions.
Q: Can a disabled supporter return their seats via the Ticket Exchange?
A: Disabled Season Ticket Holders are able to return their tickets via the Ticket Exchange. This can be done until Kick-Off on matchday. Please visit the Ticket Exchange online and follow the seat release instructions. Alternatively, contact the Ticket Office on 0845 3456 442 (option 1), they will gladly assist.
Q: I have released my seat on the Ticket Exchange for a game I now want to attend but my seat has been sold, what do I do?
A: You will need to purchase a match ticket (subject to availability) at full price. You will not be able to get your seat back for this particular match.
Q: How can I find out if the seat I released via the Ticket Exchange has been sold for a specific match?
A: You can check this by logging in to your online account and selecting 'Ticket Exchange' from the 'My Account' menu on the top right hand side of the screen. Follow the instructions to complete the process. Alternatively, contact the Ticket Office on 0845 3456 442 (option 1) who will gladly assist.
Q: I originally released my seat via the Ticket Exchange, I changed my mind and purchased an alternative seat as my seat had already been sold. Will my card be activated for that match?
A: No, you will be issued with a paper ticket.
Q: What is a Buyback?
A: This is known as Ticket Exchange, where a Season Ticket Holder can return their seat via the Ticket Exchange. The Club will make the seat available for sale to other Brentford supporters once the stadium is at 90% capacity. However, there is no guarantee that the seat will be released by the Club or will be purchased if released.
Q: I have released my seat via the Ticket Exchange for a game I now want to attend, what do I do?
A: If your seat is still available, you can re-book it by logging in to your online account and selecting 'Ticket Exchange' from the menu on the top right side of the screen. Follow the instructions to complete the process. Alternatively, contact the Ticket Office on 0845 3456 442 (option 1) who will gladly assist.
Q: How much credit will I receive against the cost of my Season Ticket next season?
A: Visit the Ticket Exchange online here for full details.
Q: If I don’t renew my Season Ticket can I redeem my Ticket Exchange credit for cash or transfer to another Season Ticket?
A: Ticket Exchange credit can only be redeemed by renewing the Season Ticket that the credit was earned on. Ticket Exchange credit cannot be redeemed for cash or transferred.
Q: I don’t know if I’m a Member?
A: Being a Member costs £20 Adults, £5 Juniors between 3 and 17 years and 0-2 year old Juniors are free. If you haven’t paid that, then you would not be a member. If you are still unsure, please email email@example.com and they will confirm for you.
Q. I have a Membership, what can I use this for?
A: Membership can be used for gaining Ticket Access Points by purchasing tickets. You can also get £5 discount on your ticket purchase for the home league games. Along with Season Ticket Holders, Members also get exclusive ticket/retail offers. Members will also receive priority access to home league match tickets.
Q: How many tickets can I buy with my Member’s priority period?
A: You can buy a maximum of four tickets per game with your member’s priority period. You will have to wait for tickets to go on general sale to purchase more than four tickets.
Q: Can I buy match tickets for a game on restricted sale if I purchase a Club Membership?
A: No, you must also have a booking/purchase history to be eligible for games which are not on general sale.
Q: When will I receive my Membership pack and Brentford Card?
A: If you are renewing the same membership as last year, a new card will not be issued but a welcome pack will be received in the post shortly afterwards. If you are a new member or there is a change of category, a new card and welcome pack will be received.
Q: Can an adult purchase a ticket with a Junior/Bee Team Membership?
A: Junior members will be able to buy up to four tickets for home league match games and one ticket will have to be a junior ticket.
Q: What is the difference between loyalty rewards and ticket access points?
A: If you are a season ticket holder you will collect ticket access points based on your ticket history purchase. For high demand games (both home and away games), tickets will be on sale based on ticket access points and history of purchase. Only Members and Season ticket holders can collect loyalty rewards to spend with the Club on merchandise and more.
Q. Who is able to earn Loyalty Rewards?
A. Season Ticket Holders and Club Members.
Q. What is the difference between Loyalty Rewards and Ticket Access Points?
A. Loyalty Rewards are generated from spending on identified products and services. Ticket Access Points are only earned through purchasing match tickets both home and away – Season Ticket Holders and Members must now attend home matches to gain Ticket Access Points.
Q. What can I earn Loyalty Rewards on at Brentford FC?
A. Season Ticket Holders and Club Members can earn Loyalty Rewards for purchasing Merchandise from the Stadium Shop and the Online Shop. Season Ticket Holders earn 10 rewards and Club Members earn 3 rewards for each full £1 spent respectively. We intend to increase the range of products that fans can earn Loyalty Rewards on so keep checking brentfordfc.co.uk for further information as we progress through the season.
Q. How do I collect Loyalty Rewards at Brentford FC?
A. Simply present your Brentford Card at the point of purchase in the Stadium Shop or login to your Online account and your Loyalty Rewards will be awarded based on what you purchase. Loyalty Rewards cannot be awarded at a later stage.
Q. Where/how can I redeem my Loyalty Rewards?
A. You can redeem your Loyalty Rewards for payment or part-payment of merchandise in the Club Shop. In time we anticipate being able to put them towards items such as selected Home match tickets. Please note that the minimum redemption value for each transaction will be £1 (equivalent of 100 points).
Q. Why would I want to collect Loyalty Rewards?
A. With every Loyalty Reward you earn, you help lower the cost of selected Club products and Merchandise in the first instance. All Loyalty Rewards are redeemable at the Club. (see ‘Where/how can I redeem my rewards?’ for more details).
Q. How much is a Loyalty Reward worth?
A. Each Loyalty Reward earned is worth 1p – so if, for example, if you’ve earned 1,000 Loyalty Rewards you can redeem £10.00 off your future purchase(s). For more info see ‘Where/how can I redeem my points?’ for further details.
Q. Where can I check my Loyalty Rewards balance?
A. Login to your Brentford Card account in the new Online Shop and you will see you balance in your account summary. Also, we will be including your total in any email communications we send through to you from when you are able to begin redeeming your Loyalty Rewards. Over time we expect to show your Loyalty Rewards total within your Ticketing account online.
Q. Is there an expiry date on my Loyalty Rewards?
A. All reward points will expire 6 months after the end of the season. So, for example, all points collected up until 30th June 2015 will expire on 31st December 2015. All points collected from 1st July 2015 up until 30th June 2016 will expire 31st December 2016.
Q. What do I do if my Brentford Card is lost or stolen?
A. If your Brentford Card is lost or stolen contact the Club on 0845 442 3456 (Option 1) or visit the Ticket Office. There is an admin charge of £5 for a replacement Brentford Card.
Ticket Access Points
Q. What is the difference between Ticket Access Points and Loyalty Rewards?
A. Ticket Access Points are only earned through purchasing match tickets both home and away – Season Ticket Holders and Members must now attend home matches to gain those Ticket Access Points. Loyalty Rewards are generated from spending on identified products and services.
Q. What about next season (2016/17), will my Ticket Access Points that I earn this season roll over?
A. Yes, all Ticket Access Points earnt previously, have carried over into the 2016/17 season.
Q. How will I collect Home Ticket Access Points?
A. Each match that has Ticket Access Points allocated will be awarded to Members for their own ticket, Season Ticket Holders will be allocated their Ticket Access Points on presenting their Brentford Card to the reader as they enter the ground.
Q. Can I earn Ticket Access Points by purchasing Merchandise or Food and Beverages?
A. No. The Club will allocate Loyalty Rewards for these types of purchases on selected items.
Q. How can I keep track of my Ticket Access Points?
A. We're hoping to include these in all of our email communications to you and they'll also be available in the same way we tracked your previous Loyalty Points.