Further to our announcement of our processes for season and match ticket value redemption for the 2019-20 season we have constructed answers to some questions we anticipate you may have.
OVERVIEW
Q. How long do I have to decide on my options?
You will have the entire of month of July to make your decision – the deadline is 5pm on Friday 31st July. However, to ease the strain on our currently reduced work force, we ask that you try not to leave this to the last minute.
Q. How is the outstanding balance on my Season Membership calculated?
The refundable value is calculated as a percentage of the total season membership price you paid. This is worked out in relation to how many games your season ticket allows vs how many games were left unfulfilled (four).
Q. Can I split my balance across the three options?
Unfortunately not. We would love to accommodate flexibility, but this is not possible with the systems we have and the reduced workforce as a result of COVID-19.
Q. What happens if I didn’t receive an email?
Firstly, check your “Junk Mail” or “Clutter” folders in your inbox and search for [email protected]. If it’s not there, then there are a few things you should know:
- You might share an email address with another member. If this is the case, they will have been contacted about this and will be responsible for your balance. We have encouraged all members in this position to confirm with each of their associated members before making a decision, so they’ll likely let you know about this soon.
- We might not have a valid email address for you, or you might have unsubscribed. Don’t worry though, we’re committed to contacting every member so expect to receive something in the post.
SUPPORT
Q. If I choose to donate, where will my money be going?
The money will be used to support the immediate survival and long-term sustainability of Cardiff Blues through this challenging time.
Q. If I choose to donate my refundable value, will I be rewarded in any way?
Yes. We are exploring a number of options to recognise and reward fans, who opt to ‘Support’ Cardiff Blues.
REFUND
Q. When can I expect my refund?
The redemption options for Season Members and match ticket purchasers are available for the entirety of July. From August, once this deadline has passed, we will begin to process refunds. This is an extremely manual process and can take up to 6 weeks to complete with a limited workforce. Please allow for this time prior to contacting the Ticket Office regarding the state of refunds. Your patience is greatly appreciated.
Q. How will I be refunded?
If you select the refund option, refunds will be processed from the start of August for 6 weeks.
If you are a Season Member, you can expect to receive a phone call from a member of our Ticket Office who will process your refund for you.
If you have purchased match tickets via debit/credit card and selected a refund, your outstanding balance will be automatically refunded onto the original payment card.
If you have purchased match tickets via an alternate payment method, you can expect to receive a phone call from a member of our Ticket Office.
Q. What if I no longer have that payment card or the refund bounces?
If your refund ‘bounces’ e.g. because the card you used to purchase your ticket(s) has expired we will be notified and will endeavour to contact you as quickly as possible to process the refund manually. If you no longer use that card/account, you may have to contact your bank.
Q. What if I paid for my membership with cash, cheque or via a finance package (V12)?
If you have opted to receive a refund our Ticket Office will contact you as soon as possible to arrange a repayment method.
Q. What if me and my associated members want to do something different?
You will need to contact the Ticket Office to explain how each individual member associated with the account wishes to redeem their remaining value. Please contact the Ticket Office here
Q. I am a Gold Member. Is this factored into my Membership balance?
It is not. We’re committed to hosting our final event of the season as soon as it is safe to do so, which all Gold Members will be invited to. More information for this will be shared as soon as possible.
Q. Will my booking fees be refunded?
No, as part of the Ticketmaster refund, booking fees will not be refunded.
Q. I have hospitality, what is the refund policy on this?
If you have a hospitality booking with us, you will be contacted by telephone to explain your various options. Members of our commercial team have now returned from a furlough on a part-time basis and will begin to contact all corporate clients.
Q. I purchased a ticket through my local rugby club or school. How do I receive my refund?
If you purchased a community ticket to any of our remaining fixtures through your local rugby club or school, the refund will be sent directly to those who made the group ticket purchase. Therefore, please get in touch with the admin from your local rugby club or school who will manage the refund accordingly.
GENERAL
Q. What is happening to the remaining games for 2019/20?
PRO14 have announced 22nd August as the target date for the recommencement of the 2019/20 season behind closed doors. You can read more about the competition restart here (link).
Q. When are Season Membership renewals happening?
PRO14 are working to conclude the scheduling of the 2020/21 season and we look forward to providing further information as soon as it is available. We are also exploring alternative packages should crowds not be permitted for the foreseeable future.
Q. When might we be allowed back into the stands at Cardiff Arms Park?
The 2020/21 season may be impacted by Covid-19 and social distancing requirements. We are investigating all possible options to accommodate social distancing regulations and will do everything we can to be able to welcome you back to Cardiff Arms Park as soon as possible. We will provide further information in due course.
Q. What if I have also purchased match tickets for the remaining games this season, how will the value of these be dealt with?
We will communicate directly with Match Ticket Purchasers in the coming days where we will outline the various options.