Customer Charter 2015-16
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Introduction Welcome to Cardiff City Football Club’s Customer Charter for the 2015-16 season. Our Charter is designed to help you, the supporter, understand the Club’s many policies in order to make your experience with us as enjoyable and memorable as possible. This document covers a wide range of aspects. Cardiff City Football Club is dedicated to providing the best possible match-day experience for all fans that visit Cardiff City Stadium. At the heart of everything we do here at Cardiff City is our loyal and passionate fan-base, which is why we very much actively encourage fans to give us any feedback they may have. Whether it’s positive or negative, we want to hear from you as we strive to make our match-day experience the best it can be. If you’d like to give feedback, please contact the Club’s Supporter Liaison Officer (SLO) Adam Gilliatt (adam.gilliatt@cardiffcityfc.co.uk) All feedback and comments received are key to improving the service we deliver to you. We hope that this document further improves the communication channels between the Club and our fan base. Once again, we thank you for your continued support.
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Customer Service •
Complaints Procedure
It is the responsibility of staff at the Club to ensure that all correspondence received is responded to within ten working days of receipt. If a complaint requires additional investigation, then the supporter will be notified of this. All correspondence received is passed onto the relevant Head of Department (where necessary) in order for the relevant action/investigation to take place. Feedback received allows us to measure our success off the field, helping us to develop. It is not possible for all policies and procedures to appeal to all supporters of the Club; however, all constructive feedback is welcomed. Should a supporter have comments, suggestions, ideas, queries or complaints in regard to Cardiff City Football Club, they can contact our SLO Adam Gilliatt in the following ways: Email: adam.gilliatt@cardiffcityfc.co.uk Telephone: 0845 365 1115 Post: Cardiff City FC, Cardiff City Stadium, Leckwith Road, Cardiff, CF11 8AZ Twitter: @CardiffCitySLO If you are not satisfied with the reply you receive, then you are welcome to contact The Football League in compliance with the Complaints Procedure in the following ways: Email: enquiries@football-league.co.uk Telephone: 0844 335 0183 Post: The Football League Customer Service Department, Operations Centre, Edward Vll Quay, Navigation Way, Preston, Lancashire, PR2 2YF The Football League will strive to respond within five working days. If further information is required, they will send a comprehensive response within a further ten working days. Still not satisfied? Contact the Independent Football Ombudsman (IFO). •
Independent Football Ombudsman
The Independent Football Ombudsman was established at the beginning of the 2008-09 season. It has a clear remit to receive and adjudicate on complaints from football supporters and participants that have not been resolved by the football authorities, and to raise any policy issues which have been highlighted by those complaints, directly with The FA, Premier League and The Football League. The Ombudsman is an independent and final arbiter of football complaints. The Independent Football Ombudsman (IFO) is the final stage in the complaints process established by the English professional Football Authorities (FA), The Premier League and The Football League. The IFO comprises an Ombudsman, his Deputy and an Advisory Panel. This section explains the role of the IFO. Further information and guidance are available in a short leaflet, which may be requested, using any of the contact addresses given below.
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For further information on the IFO, please visit the website, www.theifo.co.uk or contact them using the details below: The Independent Football Ombudsman Suite 49 57 Great George Street Leeds LS1 3AJ Tel (Voicemail): 0800 588 4066 Email: contact@theifo.co.uk •
Supporter Consultation
Cardiff City publicises its position on major policies on its official channels. Using these various channels we aim to ensure that supporters are informed, wherever possible, of any decisions that may directly affect them. Our official channels are regularly updated with news, highlights and interviews, containing plenty of information regarding the Club, ticketing and other areas. The Football Club will endeavour to reply to every letter, fax or e-mail within ten working days of receipt. •
Staff Conduct
All staff members are aware of their roles and responsibilities as Cardiff City Football Club’s ambassadors. We expect our staff to carry out their duties professionally and to communicate with both supporters and stakeholders in a respectful, courteous and efficient manner at all times. If problems arise, we expect our staff to make every reasonable effort to solve them on the spot; however, we appreciate this is not always possible. •
Equal Opportunities
Cardiff City Football Club is committed to ensuring that all fans enjoy the experience of attending a match at Cardiff City Stadium. Cardiff City Football Club is committed to confronting and eliminating discrimination on the grounds of race, nationality, ethnic origin, colour, religion, disability, sex or sexual orientation. Although cases are extremely rare, as a Club we do not condone any sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal. The Club works with others to ensure that such behaviour is met with the appropriate action in whatever context it appears, ensuring that the vast majority of fans who follow Club policies and ground regulations can enjoy every moment that they share with us. As a Club we support the Football Association and the other football bodies in their commitment to developing on-going training and awareness-raising activities in order to promote the eradication of discrimination. The Club is an active participant of the ‘Get on with the Match' campaign. Although these instances are extremely rare, we encourage fans who witness any unsatisfactory behaviour to call and report on 0845 365 1115. 4
Ticketing At Cardiff City we have a dedicated ticket office team working tirelessly to ensure that purchasing tickets with us is as simple and easy as possible. Should you have any queries, please call our Ticket Office on 0845 345 1400. •
Season Tickets
2015/16 Season Ticket Benefits • A guaranteed seat for all league fixtures. • Season Ticket finance options for cost spreading, including 0% interest monthly payments.* • Priority pricing & seat reservations for home cup/play-off fixtures (subject to area availability). • Priority booking for all away fixtures, subject to individual fixture sales criteria. • Exclusive 10% discount off home and away kit. • Free entry to all home Development Squad fixtures. • Invitation to Season Ticket Holder events, including open training sessions and more. • Exclusive store discounts, money can’t buy experiences, competitions and more. • Exclusive Season Ticket Holder hospitality upgrade opportunities. • Exclusive Season Ticket Holder privileges and discounts via Club partners and sponsors. • Pre-sale opportunities for allocated Cardiff City Stadium events (Wales games, concerts etc.). • Discounted Park & Ride at Cardiff West (Cardiff City Stadium). • Priority access to renew Season Ticket seats for 2016/17. * Finance subject to acceptance. Terms & conditions apply. Further details and finance options to follow. 6% finance arrangement fees apply. A juvenile is defined as a person under 16 years of age as at 1 August of that season when purchasing a Season Ticket. A senior is defined as a person 60 years of age as at 1 August of that season when purchasing a Season Ticket. A 16-21 is defined as a person between the ages of 16 and 21 as at 1 August of that season when purchasing a Season Ticket. The Club reserve the right to cancel a Season Ticket reservation/seat if a finance agreement is not signed and submitted by a specified date and time.
The map below shows the Stadium Zones & Prices for 2015/16 Season Tickets.
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Memberships
Adult Gold Membership (Ages 22-59 - £25.00) Benefits include: 1. Ticketing Purchase Priority – Gold Members have the opportunity to purchase match-day tickets two days before general sale at our reduced ‘early bird’ price. 2. Away Matches – Gold Members and Season Ticket Holders alike have the opportunity to purchase tickets for away fixtures (subject to sales criteria). 3. Hospitality – Gold Members receive a 10% discount when booking hospitality (equivalent to Season Ticket holder discount). 4. Discounts – Gold Members receive a £5 discount when booking their fifth home league match (available through the ticket office directly). 5. Sytner Lounge Upgrade - when booking your tenth home league game during the season. Senior Gold Membership (Age 60+ - £20.00) Benefits include: 1. Ticketing Purchase Priority – Senior Gold Members have the opportunity to purchase match-day tickets two days before general sale at our reduced ‘early bird’ price. 2. Away Matches – Senior Gold Members and Season Ticket Holders alike have the opportunity to purchase tickets for away fixtures (subject to sales criteria). 3. Hospitality – Senior Gold Members receive a 10% discount when booking hospitality (equivalent to Season Ticket holders discount). 4. Discounts – Gold Members receive a £5 discount when booking their 5th home league match (available through the ticket office directly). 5. Sytner Lounge upgrade - when booking your tenth home league game during the season. Young Adult Gold Membership (Age 16-21 - £20.00) Benefits include: 1. Ticketing Purchase Priority – YA Gold Members have the opportunity to purchase matchday tickets two days before general sale at our reduced ‘early bird’ price. 2. Away Matches – YA Gold Members and Season Ticket Holders alike have the opportunity to purchase tickets for away fixtures (subject to sales criteria). 6
3. Hospitality – YA Gold Members receive a 10% discount when booking hospitality (equivalent to Season Ticket holders discount). 4. Discounts – YA Gold Members receive a £5 discount when booking their 5th home league match (available through the ticket office directly). 5. Sytner Lounge upgrade - when booking your 10th home league game during the season. Terms & Conditions apply: Age of membership holder is determined on 1st August. All memberships are non-refundable. Ticket discount and priority booking is limited to one per member. To get the reduced ticket price, the ticket must be purchased within the advertised 48-hour time frame. Card reprints are charged at £5 if lost or damaged. By purchasing a membership you are agreeing to our fans customer charter.
Junior Bluebirds (Age 0-15 - £15.00) Benefits include: 1. Ticketing Purchase Priority – Junior Bluebirds have the opportunity to purchase matchday tickets two days before general sale at our reduced ‘early bird’ price. 2. Away Matches – Junior Bluebirds and Season Ticket Holders alike have the opportunity to purchase tickets for away fixtures (subject to sales criteria). 3. Soccer Schools – Junior Bluebirds receive a 10% discount when booking Soccer Schools with the Cardiff City Community & Education Foundation. 4. Certificate – Junior Bluebirds certificates will be given out for each member to proudly display. 5. Competitions – Exclusive prizes and experiences will be up for grabs over the course of the season, with a Player Escort competition running throughout the 2015/16 campaign. 6. Discounts – Junior Bluebirds receive a £5 discount when booking their 5th home league match (available through the ticket office directly). 7. A Christmas Wish – Junior Bluebirds will receive a signed Christmas card from the Cardiff City squad! 8. Sytner Lounge upgrade - when booking their 10th home league game of the season. 9. Junior Bluebirds Online – A specific section of the official cardiffcityfc.co.uk website will be dedicated to Junior Bluebirds members (coming soon)! 10. Junior Bluebirds members will also receive an exclusive free gift! Terms & Conditions apply: Age of membership holder is determined on 1st August. 10% Soccer School discount can be obtained by e-mailing Dean Pymble directly on dean.pymble@cardiffcityfc.org.uk. All memberships are non-refundable. Ticket discount and priority booking is limited to one per member. To get the reduced ticket price the ticket must be purchased within the 48-hour time frame. Please note that home ticket priority booking and early bird discount is not available to Season Ticket Holders. Card reprints are charged at £5 if lost or damaged. By purchasing a membership you are agreeing to our fans customer charter.
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Ticket Purchase Process
Purchasing Home Tickets Tickets go on sale on a set date before the fixture in question. We do not sell any tickets before the published ‘on sale’ date. Tickets will only be available for Gold Membership holders to purchase during the first 48 hours of sale. After this point, tickets will then be released for general sale. A juvenile is defined as a person under 16 years of age at the time of purchase. A senior is defined as a person 60 or over at the time of purchase. A 16-21 year-old is defined as a person between the ages of 16 and 21 at the time of purchase. Tickets can be purchased in the following ways: •
Telephone – 0845 345 1400. 7
24 Hour Online Booking – www.eticketing.co.uk/cardiffcity In person – (Stadium Ticket Office) situated in the Grandstand next to Corp. Entrance 2.
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Ticket Office Opening Hours • • •
Monday: 9.30am – 5.30pm Tuesday - Friday: 9am to 5:30pm Non-Match Day Saturdays: 9am to 3pm
*Ticket Office is open up until half time on match-days
Please regularly check www.cardiffcityfc.co.uk/tickets for all ticketing information and ‘on sale’ dates. For further details please tickets@cardiffcityfc.co.uk
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If you are an away supporter looking to purchase tickets for your team’s visit to Cardiff City Stadium, please purchase your tickets through your Club directly. Pricing Cardiff City FC will continue to promote greater accessibility of tickets for matches, with a range of prices and facilities that encourage the widest possible support. The Club reserves the right to reduce prices for certain games during the season for promotional purposes. The fixture categorisations and pricing table can be found below. •
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Championship Fixture Categorisation 2015/16 GOLD
SILVER
BRONZE
Birmingham City Bristol City Derby County Leeds United Nottingham Forest Queens Park Rangers Sheffield Wednesday Wolverhampton Wanderers
Blackburn Rovers Bolton Wanderers Brentford Brighton & Hove Albion Burnley Fulham Hull City Reading
Charlton Athletic Huddersfield Town Ipswich Town Middlesbrough MK Dons Preston North End Rotherham United
Pricing Table 2015/16 GOLD
ZONE 1 Adult Seniors 16-21 Juniors (U16) ZONE 2
SILVER
BRONZE
Gold Member
General Sale
Match Day
Gold Member
General Sale
Match Day
Gold Member
General Sale
Match Day
ZONE 1 £27 £22 £22 £20 ZONE 2
£29 £24 £24 £22
£32 £27 £27 £25
£26 £21 £21 £19
£28 £23 £23 £21
£31 £26 £25 £24
£24 £19 £19 £18
£26 £21 £21 £20
£29 £24 £24 £23 8
Adult Seniors 16-21 Juniors (U16) ZONE 3 Adult Seniors 16-21 Juniors (U16) ZONE 4 Adult Seniors 16-21 Juniors (U16) ZONE 4F Adult Seniors 16-21 Juniors (U16) Family Ticket ZONE D Adult Seniors 16-21 Juniors (U16)
£23 £25 £28 £22 £18 £20 £23 £17 £18 £20 £23 £17 £15 £17 £19 £14 ZONE 3 £22 £24 £27 £20 £17 £19 £22 £15 £17 £19 £22 £15 £13 £15 £16 £12 ZONE 4 £19 £21 £24 £18 £14 £16 £19 £13 £14 £16 £19 £13 £10 £12 £15 £9 ZONE 4F (Family) £18 £18 £18 £16 £10 £10 £10 £10 £10 £10 £10 £10 £5 £5 £5 £5 £40 £40 £40 £38 ZONE D (Disabled Enclosures) £18 £18 £18 £16 £10 £10 £10 £10 £10 £10 £10 £10 £5 £5 £5 £5
£24 £19 £19 £16
£27 £22 £22 £18
£20 £15 £15 £13
£22 £17 £17 £15
£25 £20 £20 £17
£22 £17 £17 £15
£25 £20 £20 £15
£19 £14 £14 £11
£22 £17 £17 £13
£20 £16 £16 £15
£20 £15 £15 £11
£23 £17 £17 £14
£16 £11 £11 £8
£18 £13 £13 £10
£21 £16 £16 £13
£18 £10 £10 £5 £40
£18 £10 £10 £5 £40
£16 £10 £10 £5 £38
£18 £10 £10 £5 £40
£18 £10 £10 £5 £40
£18 £10 £10 £5
£18 £10 £10 £5
£16 £10 £10 £5
£18 £10 £10 £5
£18 £10 £10 £5
Returns and Refunds If requesting a refund for a Season Ticket, this will need to be done in writing and addressed to Head of Ticketing, Mona Sabbuba. Please note, a £20 cancellation fee per season ticket will be deducted. Please be aware that all fixtures are subject to change. No refunds will be issued due to tickets not arriving in the post or being sent to a wrong address. We ask supporters to ensure address details are up to date before confirming a booking. If you have not received your tickets please contact the Ticket Office. In the case of an abandoned or postponed fixture, ticket holders are entitled to use their original ticket to access the re-arranged game. Refunds will not be considered unless the ticket is returned to the Ticket Office at least 24 hours prior to match day. This is listed on the T&Cs on the reverse of a match ticket. Purchasing Away Tickets Season Ticket holders will get first priority to purchase away league tickets followed by Gold Members and/or Junior Bluebirds (subject to any pre-determined sales criteria).
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Tickets are sold on a ‘first come first served’ basis. If there are any remaining tickets left after this period, tickets will go on sale to gold members. Tickets for away fixtures are never made available for general sale. Concession categories for away fixtures may vary, as determined by the away club’s concession policy. Further Information The following charges apply at the Ticket Office: • • • • •
£1 per ticket booking charge and a £1 transaction charge. Lost Season Ticket Card - £10 replacement fee. Forgotten Season Ticket Card - £5 charge for a barcoded paper ticket issue. Lost Membership Card - £5 replacement fee. Stolen Season Ticket Card – Printed free of charge on production of a valid crime number.
The Club reserves the right to move a season ticket or match day ticket if deemed necessary (e.g. system error resulting in a seat issue). There is no compensation or refund issued in this instance. To seek further clarification on this matter please email the Ticket Office Assistant Manager Peter Mota on peter.mota@cardiffcityfc.co.uk Season Ticket cards may only be used to gain entry to the ground by the person named on the card. If a card is misused (e.g. an adult uses a senior card), the Season Ticket will be confiscated upon entering the ground. The card will only be returned upon payment of the relevant upgrade charge plus an administration charge of £8. Family Stand Cardiff City Football Club strives to be the best in class when it comes to bringing families to football. This has been recognised by winning the Football League’s ‘Family Club of the Year’ award on two occasions along with the Family Excellence Award multiple times. We have a dedicated family section in the Peter’s Family Stand with an overflow section available if demand requires. We are always looking for the next generation of Bluebirds and, as such, we need to implement policies and procedures that will keep the conveyor belt running. On this basis, we have to make sure that the stand has the right mix of adults, concessions and children. To this effect: a. There must be at least one juvenile and one adult per group and a maximum of two adults to one juvenile in their group. b. We implement a strict policy in this area to keep the integrity of the stand. There are no children without adults and no adults without children. Juvenile, senior and 16-21 year old applications will be accommodated upon production of a passport or birth certificate. If the ratio of adults to children no longer meets the Club policy, the family will not be able to renew/purchase their Season Tickets or purchase match tickets in the Family Stand. They will need to relocate to another area of the ground with the Ticket Office team there to help find the best available seats. 10
Family Stand tickets are not available online. This is to protect the integrity of the Family Stand. Concessions Concessionary prices are available to Juniors (15 & under), Senior Citizens (60+), 16-21 year olds and disabled supporters. The concession is applied if you are under 16 or over 60 before the 1st of August prior to each season commencing. We acknowledge that this may mean some people will just miss the cut off dates. For further clarification, contact Adam Gilliatt (adam.gilliatt@cardiffcityfc.co.uk) We do not offer a student discount, but we have implemented a 16-21 year-old category for younger adults.
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Accessibility & Disabled Supporters We work hard as a Club to provide first-class facilities for our disabled supporters. We work closely with the Cardiff City Disabled Supporters Association, whose details can be found below. The Club's Disabled Liaison Officer is Adam Gilliatt. Cardiff City Football Club has a dedicated team of Disabled Liaison Stewards who are on hand to assist you with any match day needs you may have. Accessible Toilets Cardiff City Stadium has accessible toilets located all around the stadium. Should you require assistance, please see your nearest steward. All accessible toilets operate using a ‘radar’ key system. We would advise you to bring your ‘radar’ access key with you. Temporary Mobility Restrictions Supporters suffering from temporary mobility restrictions (e.g. broken ankle) that could affect their access to the stadium or seating areas should contact the Ticket Office prior to the game to arrange alternative seating. Please note this is subject to availability. Season Tickets & Match-Day Tickets Disabled Supporters can purchase a ticket (subject to availability) at the appropriate price band, which will include a complimentary ticket for their Personal Assistant. Subject to meeting the below criteria: • •
Higher or middle rate care component – Disability Living Allowance. Presentation of a Doctor’s note stating you require a personal assistant to attend.
Cardiff City Disabled Supporters Association Cardiff City Football Club has a Disabled Supporters Association. Their aim is to assist all disabled Cardiff City supporters and those supporters from visiting clubs to fully enjoy the matchday experience. The Cardiff City Football Club Disabled Supporters Association welcomes all supporters with disabilities. It holds an annual general meeting every year at which a committee to represent the association is appointed. The committee organises functions during the year to which all members are invited to attend. The group welcomes all new members. Enquiries regarding membership should be made to the club secretary Maggie Verrinder - maggie.verrinder@googlemail.com All new members are welcome to attend any of the events to find out more about how we can accommodate you.
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Cardiff City Foundation The Foundation caters for a wide range of disabilities and impairments, from children aged five to adults aged fifty plus. They hold weekly specific sessions that are run for the following groups, with 220 registered participants. Groups include: • • • • • • • • •
Wheelchair Football sessions Blind and visually impaired sessions Learning difficulty football sessions Physical disability (Cerebral Palsy) Deaf and hearing impaired football Down’s Syndrome Football Walking Football Sessions Mental Health & Well being sessions Active Mum Sessions
Players from within the programme have been selected for a number of National Disability Squads in recent months and the schemes have proved extremely popular in engaging those with a disability. The programme is continually growing with the addition of provision in schools, more club sessions and summer camps. The programme has grown to become the largest disability sport provision from a club in Wales and the second largest disability football provider in the UK. The Cardiff City Foundation works with seven of the Special Disability Schools in Cardiff and have partnerships with Viva Wales Project & Communities First. For general enquiries regarding all aspects of the Community Foundation, please email fitc@cardiffcityfc.co.uk
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Cardiff City Stadium Cardiff City Stadium was opened in 2009 following the Club’s move from Ninian Park. The full capacity is 33,280 following the Ninian Stand extension of 2014. The Stadium has hosted a number of non-CCFC events including Welsh International fixtures, music concerts, the Amlin Cup Final and the UEFA Super Cup. It will host the Women’s Champions League Final in the summer of 2017. Stadium Seating Plan
Ground Regulations A copy of the ground regulations can be found online by clicking here. They are also available to view outside each set of turnstiles when entering the ground.
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Bans and Appeals Procedure •
Section A
Banning orders Any Cardiff City fan arrested and subject to a banning order by the courts will also be subject to a further ban by the Football Club. The length of the bans will be as follows: For a court issue, a ban of 3 years – Cardiff City will add 2 years (Total ban 5 years) For a court issue, a ban of 5 years – Cardiff City will add 5 years (Total ban 10 years) For a court issue, a ban of 10 years – Cardiff City Life Ban
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Cardiff City will not support any appeal against a court banning order, but will accept its outcome and possible reduction subject to the Club’s own terms and conditions. Appeal procedure The right of appeal against a Club ban is open to all fans when their original banning order has been served. Fans who appeal against any additional club ban will then have to: Pass a Police assessment. Pass a Club interview. Become a Season Ticket Holder or Member.
• • •
If unsuccessful in an appeal, the supporter will have to wait a further 12 months before any new application to have any club ban lifted is made. Any persons not complying with this club ban (i.e. gaining or attempting to gain entry to any ground where Cardiff City are playing) will have a further 12 month club ban imposed on them at the discretion of the safety management team. •
Section B
Ground regulations / Misconduct - Bringing the club into disrepute Any Cardiff City fan that breaches the ground regulations shall be warned and/or banned depending on the nature of the offence. The length of ban shall be determined by Cardiff City F.C. using the points below for guidance. Club bans extend to all home games and prevents those banned from purchasing any tickets to away games through the club ticket office. Therefore any Cardiff City fan that by his/her conduct breaches ground regulations, brings the club into disrepute or disrupts the club from its normal procedures will, depending on the nature of his/her conduct be banned for a period of time as determined by Cardiff City Football Club. The length of bans will normally be as follows: •
Following warnings for minor offences/ breaches of ground regulations - 5 Games 15
• Following significant offences or further disruption of club procedures - 10 Games • Following continued disruption of club procedures - 18 Month Club Ban • Supporters threatening or intimidating Club Staff can expect to receive an immediate club ban of at least 18 months. The appeals procedure for the above will be as follows: • Less than 5 games – No appeal • More than 5 but less than 10 games – Appeal after 7 games • More than 10 games – appeal after 10 matches or 75% of ban is completed as decided upon by safety management team. In line with the principles established by the Steering Group against Hooliganism and our Cooperation Agreement with South Wales Police, all parties including the Football Licensing Authority, the Football League and the Safety Advisory Group Police and Football authorities will be informed on each and every occasion a club ban is served. Any person issued with a club ban will not be eligible for any refunds or discounts in relation to individual, season ticket or membership purchases. Club bans of more than one year will result in cancellation of tickets, membership and the club discounts involved. Club bans will extend into stadium operated or managed by the club and may be published within Club or other media publications. For and on behalf of Cardiff City FC. Banners and Flags Policy Cardiff City welcomes fan support as demonstrated by homemade signs and banners. To ensure these articles do not upset or distract others, we ask that Supporters adhere to the following guidelines. • Banners should not be more than 8ft x 4ft (other banners including crowd surfing banners allowed only by prior consent). • Banners should have an appropriate fire certificate. • Banners are not placed in the eyesight of other fans. • Banners do not obstruct any signage or advertising. • Banners should not be of a discriminatory, commercial, political, contentious or obscene nature. • Banners that are likely to cause alarm or distress to other groups of supporters and/or either participating clubs, its directors and/or staff will not be allowed. The Stadium Manager and The Safety Officer reserve the right and sole discretion to allow or remove banners at Cardiff City Stadium. Stewarding The Club has a dedicated pool of match-day stewards with various skill sets, many of who have been working for the club for a number of years. All stewards are required to undertake a comprehensive training programme and must have either achieved, or are working towards, NVQ Level 2 in Crowd and Spectator Safety. Many of the staff have undertaken other specialist training, 16
with many of the Supervisors and Team Leaders achieving NVQ Level 3 as part of their personal development plan. The primary function of the stewards is to ensure that all supporters have a safe and enjoyable visit to the stadium. This task often requires staff to enforce the ground regulations. All stewards are required to be considerate and to ensure that any tasks undertaken are done so in a respectful manner so as not to detract from the customer experience. Nevertheless, Stadium Management has the right to refuse entry or ban any supporters who do not adhere to the ground regulations; a copy of the regulations can be found outside each set of turnstiles. Stadium Parking Cardiff City Football Club provides parking facilities on match days. We have 78 disabled parking bays, which are sold on a seasonal basis to Season Ticket Holders. Seasonal parking permits cost £149 and can be purchased via the Ticket Office in person or on 0845 345 1400. To add your name to the waiting list for a disabled parking permit, please ring the Ticket Office or email Heather Mitchell via heather.mitchell@cardiffcityfc.co.uk We offer match day parking permits at a cost of £8 per vehicle. These are available at the main entrance with our dedicated car park stewarding team on a ‘first come first served’ basis. We offer a dedicated away compound for visiting fans to park on a match day. This is again a cost of £8 per vehicle. This parking area is located outside the away turnstiles. Parking permits purchased on a seasonal basis from Cardiff City FC can only be used for Cardiff City FC fixtures, including cup fixtures and friendlies. They do not apply to other events such as FAW fixtures or concerts. For parking information on other events or for further information, please contact SLO Adam Gilliatt – adam.gilliatt@cardiffcityfc.co.uk Smoking Policy As stated within the Ground Regulations, smoking is not permitted within the stadium. We do allow supporters to exit at half time for a smoking break. They will meet a Customer Support Steward who will stamp their hand before leaving via the exit turnstile at their gate. Supporters will be able to re-enter after showing their stamp to the Customer Support Steward. Gates will close 5 minutes after the start of the second half. After this point, entry to the ground will not be permitted. We currently allow e-cigarettes to be used at Cardiff City Stadium. This will continue to be the Club’s policy until guidelines are given to employers by the Welsh Assembly Government - or a final position is made by the BMA. If we receive a complaint in a seated area, we ask the user to politely refrain in respect of their fellow supporter(s). If the complaint is in the concourse or a lounge, we would not ask the user to refrain from using as the complainant has the option to move away. Environmental Policy We acknowledge that our activities impact the environment; therefore we strive to be as environmentally friendly as we possibly can. As part of this, at the stadium we have integrated waste management systems that achieve the maximization of the recovery of recyclables and the minimization of residual waste for disposal. 17
Systems are put in place to manage: • • • •
The stands and spectator areas The concourses The corporate hospitality areas The car park and precincts
In addition to this, the Club works closely with Council to ensure that the operations are properly integrated and efficient channels of communication are maintained. The Club also fully supports the Council’s ‘Clean Cardiff’ initiative. For further information on wayne.nash@cardiffcityfc.co.uk
our
environmental
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Retail The Cardiff City Stadium Superstore is located at the Stadium in the Grandstand next to the Ticket Office, with plans for further outlets coming into effect. We also have an online store where you can shop from the comfort of your own home, offering a delivery or collection service to make sure you get the service that you want, when you want it. Should you buy online we will allow you to collect your items the same day from our store. In addition should you wish to collect on a match day, let us know where you sit and your products will be left for you to collect from your nearest merchandise stall. To improve service levels, we also have a number of retail booths in the ground on a match-day that are situated in each Stadium stand. If you are visiting us in store but do not wish to queue pre-match, one of our dedicated team will take your products and ensure that they are in your nearest merchandise stall for you to purchase at half- time. The full range of merchandise is available online at: www.cardiffcityfcstore.com Superstore Opening Hours: Monday to Friday: 9.00am – 5.30pm Sat: 9.00am – 4.00pm (closes at kick-off on a match day and is open for half an hour after final whistle) Sun: 10.00am – 2.00pm (closed out of season)
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Hospitality At Cardiff City we strive to be the best in every area and our hospitality areas are no different. We are proud to offer award winning hospitality packages and one of the finest match day hospitality experience’s in the Championship. Whether you are entertaining valued customers, rewarding staff or simply treating yourself, friends or family, Cardiff City Football Club has a range of fantastic hospitality packages available to suit your needs with prices starting from as little as £59+VAT. For full details on the hospitality packages on offer please visit our commercial website: www.cardiffcityhospitality.com or call the Commercial department on: 0845 345 1405. Match Day Hospitality Sony Suite From £59+VAT per adult • • • • • •
Pre-match hot buffet First drink on us* Private pay bar Complimentary match-day programme and team sheet Latest Sony Products to enjoy, including PS4 with FIFA 16 Executive seating directly outside the glass fronted suite
Captains Lounge From £69+VAT per adult • • • • • • • •
Entrance through VIP reception A superb three-course Chefs Table First drink on us* Executive seat behind the home dug out, directly on the half way line Complimentary match-day programme and team sheet Half time refreshments Waitress service Private pay-bar facility
*Pint of Fosters, Strongbow or Brains, small glass of wine, house spirit and mix or any soft drink.
Seasonal Hospitality Memberships Cardiff City’s executive hospitality membership scheme offers the perfect mixture of football, business and pleasure. Our seasonal offerings span hospitality two levels of our main grandstand which include, our RICOH Diamond Membership and our Sytner BMW Lounge memberships, which allow us to host over 2,000 corporate guests on a match day. RICOH Diamond Membership 20
Our RICOH Diamond Suite merges fine dining in our Bistro with an superb executive lounge / bar area, as well as providing exclusive access to our post-match man of the match presentation and access to a wide array of businesses from the South Wales area. Sytner BMW Membership Our Sytner BMW lounge offers the stadium’s premium concourse area, access to our Legends bar and grill, and provides you with the perfect area to relax in and soak up the pre-match atmosphere. To find out more about these package please view the different packages through the links below or contact a member of our commercial team on 0845 345 1405 or sales@cardiffcityfc.co.uk
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Charities & Good Causes Policy Cardiff City Football Club understands the positive impact it can have in helping generate much needed funds for charities and good causes. The Club aims to support the hard work of charities and fundraising groups across the country, but particularly in the local area. The Club’s recognised charity partner is the Cardiff City Football Club Community & Education Foundation that received charity status in 2009. The Foundation is responsible for thousands of children participating in grassroots football, both in and out of school curriculum time, bringing the professional game closer to the community. The Club believes that young children should benefit from the positive influence that the power of football can deliver. The Club receives over 1,000 charitable requests during a season and, whilst we do our best to fulfil everyone’s wishes, unfortunately we cannot guarantee a successful application. On a number of occasions throughout the season, the Club will accommodate bucket collections at the Stadium on a match-day from selected registered charities. Applications for the 2015-16 season are open and you can get in touch via the contact details below. As we receive a huge quantity of applications, the Club will seek to fulfil requests from organisations in the local area prior to any national groups. However, the Club may make special provisions for exceptional cases and some national campaigns. Applications should be made to helen.kay@cardiffcityfc.co.uk or by post to: Helen Kay Cardiff City Football Club Cardiff City Stadium Leckwith Road Cardiff CF11 8AZ
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Safeguarding Cardiff City Football Club is committed to safeguarding the welfare of children and vulnerable adults who engage in Club organised activities. Whether it is at the Stadium, the Academy or the Cardiff City Foundation, the Club will strive to keep children and vulnerable adults safe and free from harm. The Club takes its responsibilities seriously in this area and we are committed to: • Getting the right people involved through safe recruitment and training. • Creating a safe environment for all visitors, participants and staff. • Having and promoting clear systems to deal with any issues or concerns. Safeguarding Children and Vulnerable Adults Policies and Procedures The Club has in place comprehensive safeguarding policies and procedures for all staff and volunteers, which meet the requirements of The Premier League Rules, The FA Safeguarding Children Rules and Government legislation. The Club adheres to Affiliated Football’s policies and procedures for safeguarding. For further information, click here. Safeguarding is everyone’s responsibility and all staff and volunteers have a duty to safeguard the welfare of children and other vulnerable groups. If you require a full version of the Club's Safeguarding policies, you can contact the Club Safeguarding Manager (see contact details below). If you have a concern… Cardiff City Football Club has a number of people trained and ready to deal with matters of abuse, harassment or bullying involving vulnerable groups. If you have a concern about your own safety or the safety or welfare of a child or vulnerable adult who engages in Club activities, you can speak to one of the Safeguarding Team by calling 0845 365 1115 or emailing the one of the staff members below: •
Safeguarding Manager
Helen Kay – 029 2064 3787 / safeguarding@cardiffcityfc.co.uk •
Safeguarding Officers
Academy Matthew Griffiths – matt.griffiths@cardiffcityfc.co.uk Community Foundation Joel Hutton – joel.hutton@cardiffcityfc.co.uk Commercial Tessa Evans – tessa.evans@cardiffcityfc.co.uk
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Data Protection Cardiff City Football Club has a legal obligation under the Data Protection Act 1998 to ensure that all information held and processed about our supporters complies with the principles of the Act. The Act requires all personal data and information to be treated in the strictest confidence, and only used for the purposes of which supporters are aware. Under the terms of the Act, supporters have a right to obtain a copy of the information we hold about them.
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Cardiff City Foundation Cardiff City Foundation is a registered non-profit charity that enables all people within the local community to engage with the brand that is Cardiff City Football Club. The Foundation provides and assists in the provision of football, sporting and educational activities to over 36,000 people every year, and has played a central role in improving lives and providing opportunities, irrespective of age, ability or gender using Cardiff City FC as the initial hook, and vehicle for success. The Foundation has a successful track record of working in partnership with schools, social regeneration agencies and other sporting bodies to bring about long-term change. The Foundation currently employs over 40 full time staff, over 30 part time staff and is fortunate to have the support from over 100 volunteers who all work extremely hard towards achieving the Foundation’s key objectives. Year on year, the Foundation aim to do more and will continue to strive toward engaging with even more individuals during the 2015/16 Academic Year. For further information on the Foundation please contact via the below details: Email: fitc@cardiffcityfc.org.uk Telephone: 029 2064 3653 Online: www.cardiffcityfcfoundation.org.uk Twitter: @CardiffCityFITC
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