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FAQs: Advice for fans during postponement period

UPDATED: JUNE 24, 2020

During this testing time for the club and supporters, we are committed to providing fans clarity on all matters based on the information we have available.

As the situation evolves, we will continue to update supporters.

At this stage, Premiership Rugby fixtures are postponed and European Rugby quarter-finals suspended until further notice. No matches have been cancelled.

Tigers Staff are on hand to assist supporters during this period and we appreciate your patience throughout the postponement period as the club operates with a skeleton staff, who are working from home.

GENERAL ENQUIRIES

Q: Has the club shut down for the postponement period?
A: Welford Road and Oval Park are closed to visitors but supporters can still speak with Club Staff during normal business hours. For more information visit: LeicesterTigers.com/contact to find the relevant contact for your enquiry.

Q: Is the Ticket Office still operating?
A: Tigers Ticket Office staff are still available to speak with season ticket holders and supporters during this period over the phone (0116 319 8888 - option 2) or by emailing [email protected], Monday-Friday, between 9.00am and 5.00pm. The Ticket Office at Welford Road is closed to visitors and all enquiries must be dealt with over the phone or via email.

Q: Is the Club Shop at Welford Road open?
A: The Club Shop at Welford Road is now closed. However, supporters can still browse and purchase merchandise online via LeicesterTigers.com. To speak with a member of the Shop's Customer Service team CLICK HERE for contact information.

SEASON TICKETS & MATCH TICKETS

Q: Now that my Direct Debit payments for the current season have been fulfilled, with the current campaign postponed, why have next seasons payments commenced?
A: To continue to allow supporters to spread payments over a 12 month period, the club has progressed with the planned payment scheme and will continue to do so for all renewing season tickets. Should you wish to stop payments for next season, you can do so over the phone with a member of the Ticket Office.

Q: Do I still need to renew my seat by the June 14 Deadline Day, to keep my seat for next season?
A: No, the club has removed the June 14 deadline, to allow Season Ticket Holders to renew their seat ahead of the 2020/21 season in their own time - without any worry of losing their place at Welford Road.

Q: When will rescheduled fixtures be played?
A: At this stage, we are unaware of any rescheduled dates for postponed fixtures and will continue to work with Premiership Rugby, European Rugby and broadcast partners on re-arranged dates for all fixtures. The intention is to play all remaining fixtures.

Q: What if I can’t make the rearranged fixture?
A: As per the club’s Terms & Conditions: “It is the ticket holder's responsibility to ascertain the date and kick-off time of the rearranged match. The club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, loss of enjoyment or travel costs.”

Please note: Supporters are welcome to speak with a member of the Ticket Office regarding moving their purchased ticket to another postponed fixture, should they not be able to make the rescheduled date, when these are announced.

Q: What if I have spent money on travel or accommodation for the match?
A: See above.

Q: We are coming to the match as a group and some of us cannot make the match now or may not be able to make the rearranged match?
A: Our Ticket Office team will be happy to talk through options for getting the whole group to a match in the future.

Q: Will I be refunded for tickets purchased to fixtures that have been postponed?
A: The club has confirmed the options available to Season Ticket Holders and match ticket purchasers, as well as all other supporters who have have made matchday bookings. This must be done online and you can find the information HERE.

Q: As a season ticket holder, will I get a refund for postponed fixtures?
A: Seasonal products will be credited with a pro-rata figure (5/16th) in respect of the remaining games, with match products credited on the purchase cost.

Q: What are my options for the money I have spent with the club on fixtures that have not been played?
A: If fixtures are cancelled, played behind closed doors or moved to other venues, supporters with 2019/20 season tickets or match tickets for any affected home fixture will have the option to Donate, Credit or get a Refund. For all the information, including how to choose the option for you CLICK HERE.

Q: As a season ticket holder, can I choose to use the credit for next season's season ticket?
A: Yes, if you opt to leave your money in credit with the club, it can be used against any future season or match ticket purchase. For those who have already begun payments for the 2020/21 season, via direct debit, you will need to email the Ticket Office with this request and it will be only credited after a confirmation of remaining 2019/20 fixtures to be played behind closed doors or cancelled.

Q: I would like to take some money back but not all of it, so can I split my balance between Donate, Credit or Refund?
A: Yes, it is possible to make a separate decision for each product purchased. 
For example, if you are a season ticket holder and you have bought extra match tickets for family and friends or bought any tickets for the European Challenge Cup quarter-final against Castres, and/or car park or bus passes, you could choose to Donate, Credit or Refund the ticket cost and make a different choice for extra tickets or travel. 
Similarly, if you hold your tickets as a couple/family and would like to Donate the cost of one ticket and Refund the rest, you can do this by completing a separate form for each ticket.
Please note, if you pay for multiple tickets (as a couple, family or other group) and you list the other season tickets on the form, then the Ticket Office will automatically copy the purchaser’s option. For example, if you name 2 parents and 2 children on the form and select Donate then the cost of all 4 tickets will be donated unless you choose to split among the options outlined above. 
In this instance, if you would like to split the options 50/50 you will need to submit 2 forms (Parent 1 & Child 1 Donate, Parent 2 & Child 2 Credit/Refund). You will still be able to make other choices on your additional products – match tickets and car park or bus passes.

Q: What do I do in regards to away tickets I have purchased through Leicester Tigers Ticket Office?
A: In line with Tigers policy, the host club have communicated that these fixtures have been postponed – not cancelled – and all purchased tickets will be honoured on rescheduled dates.

CLUB EVENTS

Q: How can we find out if a scheduled event, during the postponement period, is still going ahead?
A: Supporters can see updates on scheduled events HERE.

Q: Will I be refunded for tickets purchased to club events that have been postponed?
A: All tickets purchased to upcoming events will be honoured on rescheduled dates. This includes but is not limited to the Hall of Fame, Business Club events, the annual Tryline / Clubhouse Dinner, Supporters’ Awards.

HOSPITALITY & CORPORATE BOOKINGS & GROUP SALES

Q: Can I be refunded the cost of my booking purchased for a fixture at Welford Road?
A: If you have made a Group Booking or have purchased Matchday Hospitality, including TryLine Club and Clubhouse, a Tigers representative will be in contact as soon as possible. Club Partners are being contacted to discuss how their packages would be affected for the remainder of the season.

Q: What if I cannot make the rescheduled date of the fixture?
A: In the event that you cannot attend the re-scheduled fixture we will do everything in our power to find an alternative fixture to transfer your booking to, subject to availability.

Q: What if I wish to cancel my hospitality booking for a forthcoming fixture at Welford Road?
A: Please refer to our Terms & Conditions for more information or contact your corporate sales account manager.

Q: If I have won hospitality or event tickets how will this postponement affect me?
A: We will honour your complimentary tickets on the re-scheduled date of the fixture/event.

COMMUNITY PROGRAMMES & RUGBY

Q: What is happening with upcoming Rugby Camps?
A: In the uncertainty around the next steps in combating the Coronavirus and the suspension of junior rugby, Leicester Tigers have made the decision to cancel this summer’s Tigers Rugby Camps. Find out more information about Rugby Camps HERE.

Q: What is happening with the scheduled Tigers Challenge events at Butlin’s Bognor Regis (17-20 April) and Butlin’s Minehead (8-11 May)?
A: These events have been cancelled. See the official statement HERE.

Q: The RFU have announced that rugby has finished for this season, what does this mean for Matchday Coaching Clinics?
A: At the moment, we are still planning to run meaningful coaching clinic sessions at matches, but we will keep in contact with the leaders of our groups to make sure they have the most up to date information.

EVENTS AT WELFORD ROAD

Q: If I have a scheduled event at Welford Road in the coming weeks, how do I find out if it is still taking place?
A: We recommend you contact the Event Organiser or alternatively email [email protected] for more information.

RUGBY

Q: When will players return to training?
A: In line with advice from the club’s Medical Staff and Government advice, the squad will commence Phase One of return to training on Monday, June 15 with strict social distancing protocols in place.

Q: Can supporters visit Oval Park to see the team train?
A: No, Oval Park is closed to the public to ensure that social distancing protocols can be maintained.

Q: Will we still hear from coaches and /or players during this period?
A: The club will continue to provide supporters with interviews and rugby content during the postponement period, including a weekly show on Friday evening's (LTTV WEEKLY) including an update from Geordan Murphy on the latest news, announcements and with special guests. As well as LTTV WEEKLY, interviews and features with the players and coaches will appear across the club's online and social media channels.

Q: When will the season re-commence?
A: At this stage, Premiership Rugby has proposed a return date of August 15. Please note that this remains a proposal and when a date is confirmed, the club will communicate this to supporters.

Q: When the season re-commences, will supporters be able to watch matches at the stadium?
A: The club is continuing to work with the Government, Premiership Rugby and stakeholders on what is safe to do when rugby re-commences. At this stage, no decision has been confirmed and when it is, the club will communicate it to supporters.

If your question was not answered above, please submit it via the online contact form HERE