Key information for supporters
CUSTOMER CHARTER 2012
Bristol City Football Club has been at the heart of south Bristol since 1897. Our ambition is to be the top sporting club in the West of England, and to play at the highest possible level. Through our association with the Bristol City Community Trust we want to bring people together to share in that ambition.
We have a commitment to provide excellent customer service, maintain a safe family environment in our stadium and provide the best possible value to our supporters.
During the 2012/13 season we aim to prepare the club for the impact of the Football League's impending Financial Fair Play regulations whilst remaining competitive in the npower Championship.
Our Club and Supporter Liaison is David Lloyd. He is there to answer any questions you may have about any aspect of the way in which the club is run. If he can't answer your question directly, he will refer it to the appropriate member of staff. You can contact him via e-mail at email@example.com, by phone on 0117 963 0683.
Alternatively you can write to David at Ashton Gate Stadium, Ashton Road, Bristol BS3 2EJ.
They will respond to any enquiry within five working days. If they are not able to provide an immediate response, they will aim to have dealt with the issue within 21 working days.
If you are still not happy with the response you receive, please refer to our Complaints Procedure.
The club expects its staff to be polite, courteous and responsive to the needs of supporters and customers at all times.
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.
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.
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.
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
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.
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.
All staff who work closely with children and young people receive appropriate training and are CRB checked where appropriate.
Engagement with the community is vital to our development. We work closely with the Bristol City Community Trust to achieve this aim. The Trust is a registered charity, and its Mission, Vision and Values are as follows:
Mission: A Trust based at the heart of its community
Vision: Improving lives through football and learning
Values: Dedicated, innovative and inspirational.
You can get more information on the Trust and its work at bristolcitycommunitytrust.org.uk.
We consult widely with supporters and welcome input on all aspects of our operations. Our Supporter Liaison has regular monthly meetings with representatives of the Supporters Club and Trust and attends their meetings.
We hold approximately six Open Forum sessions per year, where all supporters have the opportunity to meet with key members of our administrative team. The first team manager and chief executive will attend at least one of those meetings.
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 with sensible arrangement fees.
At least five per cent of tickets to each game will be made available to non-season ticket holders.
Concessionary prices are available to junior supporters (under-16s), senior citizens (over-65), under-21s (season card holders and members only) and disability (season card only).
The club provides:
Family season cards in all areas of the stadium.
Support for disabled spectators and their carers.
Facilities 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. Prior liaison with the club's disability officer, Jayne Maggs, or via matchday steward is essential.
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.
The allocation of ticket priority for away games will be announced when allocations are known.
In all circumstances priority will be provided to season ticket holders, followed by those who have enrolled in the club membership scheme.
Information regarding games will be conveyed to supporters via a press release, the match programme, a recorded message on a dedicated ticket hotline (this is not a premium rate number), club website, e-mails and matchday announcements.
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.
Match tickets are non-refundable due to exceptional circumstances, in which case the ticket office manager will assess each case on its individual merits. In the event of a refund being agreed the club must receive the tickets back prior to the day of the game. NO refunds will be given after the purchase of a season ticket.
In the event that season ticket holders either leave their card at home, or have lost or misplaced it, the following procedure will be applied:-
Season ticket holders must purchase a match ticket - incurring a £5 non-refundable admin free - from the main matchday office (opposite BCFC Megastore) and retain the part ticket. On presentation of this ticket, together with the appropriate season ticket, a refund can be claimed within seven working days after the match. Most refunds will be made payable by cheque and could take up to 14 days. Card payments will be refunded direct to the cardholder.
No refunds will be given to season ticket holders who cannot present the club with the part ticket and the card together, or who purchase a match ticket from any other outlet than the main ticket office (opposite BCFC Megastore).
Season tickets that have been damaged, defaced or lost will be replaced subject to an admin charge of £10.
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 matchday 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, families and junior supporters apply to supporters of a visiting club.
STADIUMWe undertake to provide a safe, secure environment in our stadium. Matchday staff are fully trained in all aspects of safety and security and ensure that the Football League's official ground regulations are followed. The regulations are as follows:
Notice: Entry to the Ground is expressly subject to acceptance by the visitor of these Ground Regulations and the rules and regulations of FIFA, UEFA, The Football Association, The F.A. Premier League and The Football League in respect of the relevant competition. The Ground Regulations incorporate the Club's Customer Charter (if any). Entry to the Ground shall constitute acceptance of the Ground Regulations.
"Ground" means this football stadium and all locations owned, occupied or utilised by the Club.
"Club" means this football club.
"Match" means any association football match taking place at the Ground.
1 Permission to enter or to remain within the Ground (notwithstanding possession of any ticket) is at the absolute discretion of the Club, any police officer or authorised steward. On no account will admission be granted to a person who is the subject of a current Banning Order.
2 The Club excludes to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the Ground.
3 No guarantees can be given by the Club that a Match will take place at a particular time or on a particular date and the Club reserves the right to reschedule the Match without notice and without any liability whatsoever.
4 In the event of the postponement or abandonment of the Match, refunds (if any) will be made in accordance with the Club's Customer Charter. The Club will have no further liability whatsoever, including (but not limited to) any indirect or consequential loss or damage, such as (but not limited to) loss of enjoyment or travel costs.
5 All persons seeking entrance to the Ground acknowledge the Club's right to search any person entering the Ground and to refuse entry to or eject from the Ground any person refusing to submit to such a search.
6 The following articles must not be brought within the Ground - knives, fireworks, smoke canisters, air-horns, flares, weapons, dangerous or hazardous items, laser devices, bottles, glass vessels, cans, poles and any article that might be used as a weapon and/or compromise public safety. Any person in possession of such items will be refused entry to the Ground.
7 Further, you may not bring into the Ground any sponsorship, promotional or marketing materials save in respect of official club merchandise and/or other football related clothing worn in good faith nor may you offer (either free or for sale by any person) any goods (including literature) of any nature without the express written approval of the Management.
8 The use of threatening behaviour, foul or abusive language is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
8.1 Racial, homophobic or discriminatory abuse, chanting or harassment is strictly forbidden and will result in arrest and/or ejection from the Ground. The Club may impose a ban for one or more Matches.
8.2 The following acts are offences under the Football (Offences) Act 1991, as amended:
8.2.1 The throwing of any object within the Ground without lawful authority or excuse.
8.2.2 The chanting of anything of an indecent or racialist nature.
8.2.3 The entry onto the playing area or any adjacent area to which spectators are not generally admitted without lawful authority or excuse.
Conviction may result in a Banning Order being made.
9 All persons entering the Ground may only occupy the seat allocated to them by their ticket and must not move from any one part of the Ground to another without the express permission or instruction of any steward, officer of the Club and/or any police officer.
10 Nobody may stand in any seating area whilst play is in progress. Persistent standing in seated areas whilst play is in progress is strictly forbidden and may result in ejection from the Ground.
11 The obstruction of gangways, access ways, exits and entrances, stairways and like places is strictly forbidden. Nobody entering the Ground shall be permitted to climb any structures within the Ground.
12 Football League stadia are smoke-free and smoking is not permitted inside the Ground.
13 Mobile telephones are permitted within the Ground, provided that they are used for personal and private use only.
14 Under the Sporting Events (Control of Alcohol etc) Act 1985, the following are offences for which a person can be arrested by a police officer and conviction could result in a Banning Order being made:
14.1 Attempting to enter the Ground or being inside the Ground whilst drunk;
14.2 Being in possession of any intoxicating liquor, or bottle, can or other portable container and which could cause damage or personal injury, when entering the Ground or in a public area of the Ground from which the event can be directly viewed.
15 Any individual who has entered any part of the Ground designated for the use of any group of supporters to which he does not belong may be ejected from the Ground either for the purposes of his own safety or for any other reason.
16 No person (other than a person who holds an appropriate licence) may bring into the Ground or use within the Ground any equipment, which is capable of recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data in relation to the Match or the Ground. Copyright in any unauthorised recording or transmission is assigned (by way of present assignment of future copyright pursuant to section 91 of the Copyright, Designs and Patents Act 1988) to the Club.
17 No goods (including literature) of any nature may be offered either free or for sale by any person within the Ground without the express written permission of the Club.
18 Tickets are not transferable and may not be offered for sale without the prior written permission of the Club. Any tickets offered for sale may be confiscated by any steward, officer of the Club or any police officer.
19 CCTV cameras are in use around and in the Ground and the Club may itself use or pass to the police or any Football Authority, any recordings for use in any proceedings.
20 At all times whilst present in the Ground, persons must comply with any and all instructions of any steward or officer of the Club and/or any police officer. Failure to comply with any instruction may lead to immediate ejection from the Ground.
21 Entry to the Ground signifies your express consent to the use of your actual or simulated likeness in connection with the production, exhibition, advertising or exploitation of any film, video and/or audio recording of the Match, and/or any element thereof in any/all media throughout the World.
22 The Club reserves absolutely the right to eject from the Ground any person failing to comply with any of the Ground Regulations or whose presence within the Ground is, or could, reasonably be construed as constituting a source of danger, nuisance or annoyance to any other person. This could lead to further action by the Club including, but not limited to, the withdrawal of any season ticket (without reimbursement) and other benefits.
23 Entry to the Ground shall constitute acceptance of the Ground Regulations.
Published by The Football League Limited 2007
MERCHANDISING AND RETAIL
The Bristol City Megastore is open at the following times, as well as every matchday
Mon - 10am - 5pm,
Tue, Wed, Thu & Fri - 9am - 5pm,
Sat - 9am - 1pm,
Sun - Closed
If you need to contact Bristol City Megastore, use the details below - if you are making an order related enquiry, please include your Order Number.
Ashton Gate Stadium
Telephone Number: 0117 9630 600 (option 0 then 1)
bcfcmegastore.co.uk: Ashton Gate Ltd, Registered No 5450440
TRANSPORT LINKS AND PARKING IN AND AROUND THE STADIUM
To find your best route to Ashton Gate, visit betterbybike.info. A number of covered bicycle racks are available in the Old Hirerite building on a matchday. The area is stewarded.
SAT NAV: BS3 2EJ
Directions By Road
FROM M5: Leave the M5 motorway at junction 18, travel along the Portway (A4) following the signs for Bristol Airport/Taunton (A38). Over the swing bridge (Brunel Way), branching left into Winterstoke Road, and left again at the traffic lights for Ashton Gate. Street parking is limited so please arrive early and adhere to parking restrictions.
FROM M4: At junction 19, exit onto M32 towards Bristol. Continue on A4032. Turn left at A4044/Bond Street. Continue to follow A4044. At Temple Circus Gyratory, take the 2nd exit onto A4/Templegate. At the roundabout, take the 2nd exit onto A370/York Road. Continue to follow A370. Go through one roundabout. Slight left to merge onto Brunel Way. Take the next left at traffic lights for Ashton Gate.
Season: Car parking is available at the ground on a seasonal basis (renewals only).
Other sites also offer parking options - details found below.
- HMS Flying Fox on Winterstoke Road, just before Sainsbury's on the left.
The car park is also available on a seasonal basis only. It opens between 1pm and 6pm on Saturday matchdays, and 6pm and 10.30pm for midweek fixtures.
There is NO pay on the day entry at this car park.
Sat Nav post code: BS3 2NS
- Clanage Road car parking, off Clanage Road next to the Bedminster Cricket Club.
This car park is available on a season basis and match-by-match.
Seasonal passes can be purchased from the club's ticket office on 0871 222 6666, with prices starting from £100 (disabled £80).
Alternatively, supporters can pay on the day of a game at the car park for £5.
The car park opens between 1pm and 6.30pm on Saturday matchdays, and 6.30pm and 11pm for midweek games.
Sat nav post code: BS3 2JX
- Avoline PLC
This car park is available on a match-by-match basis. Supporters can pay on the day of a game at the car park for £5 on a first-come, first-served basis.
Sat bav post code: BS3 2AX
Disabled car parking is available on a match-to-match basis - phone the ticket office on 0871 222 6666 for availability - first come, first served basis. If anyone arrives in a wheelchair/electric vehicle and doesn't need to sit in it for the game they should make themselves known to a steward and who will find a safe place to store it during the match.
Click on the map for a larger PDF download
For ABus fairsaver call 01179 776126. It runs from Brislington approximately one hour before kick-off. Stops include: Bath Road, Temple Gate, Temple Way, Haymarket, St Augustine's Parade, Hotwell Road. Service 'A' costs £1. For more information vist abus.co.uk or download Abus Faresaver Service A PDF.
Park & Ride
There is no agreement for City fans to use the Park & Ride facility on matchdays.
Only the opposition club is guaranteed matchday parking. Please make clear on your accreditation request whether you need parking or not, and this will be considered. Check with the Media Department (0871 222 6666) before travelling to see if you have parking for the game.
Only ten minutes, by car from Bristol International Airport. Call 0871 334 4344 for flight times.
Only five minutes by car from Bristol Temple Meads railway station. For information on train times please call the National Railway Enquiry Services on 08457 484950.
1. Supporter complaint to the football club
2. If the complaint is satisfactorily resolved by the club, then no further action is necessary.
3. If the complaint cannot be resolved satisfactorily, then the club or the complainant should contact the Football League Customer Services Department
Operations Centre, Edward VII Quay, Navigation Way, Preston, Lancashire PR2 2YF
E-mail: firstname.lastname@example.org Telephone: 0844 335 0183
4. If the complaint can be resolved satisfactorily by the Football League, they will inform the club and the complainant . No further action is necessary.
If the Football League is not able to resolve the issue, the complainant should contact the Independent Football Ombudsman
Independent Football Ombudsman
Suite 49, 57 Great George Street
Leeds LS1 3AJ
Email: email@example.com Telephone: 0800 588 4066