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Premier League clubs begin refund process – with one exception

Premier League clubs have begun opening up refunds for games cancelled during the pandemic – with Newcastle United the only club to remain silent on the issue.

Over the last month, clubs have started to get in touch with their supporters to offer refunds on single match tickets and partial refunds on season tickets for games that were cancelled or are due to be played behind closed doors.

Below you’ll find a list of what’s happening at each club across the division – it is important to remember, however, the default legal position is that if you’ve paid for a game that won’t admit spectators then you are entitled to a full refund.

Most clubs have begun to offer refunds for matchday tickets and pro-rata refunds to season ticket holders, or have detailed the mechanisms for fans to claim their money back. For example, Burnley and Brighton & Hove Albion hope to have every eligible supporter refunded this month. 

Anger on Tyneside has been growing, however, at Newcastle United’s refusal to say anything about the issue – the club have kept silent on refunds for this season, while continuing to take direct debit payments for next year’s season tickets.

Newcastle United Supporters’ Trust (NUST) have been lobbying for better communication and action from the club, but are growing increasingly frustrated.

NUST board member Thomas Concannon said: “The stance has been to ignore the concerns of fans, some of whom are in a difficult position financially having lost their jobs or income.

“Despite the well publicised takeover, Newcastle United fans do not deserve to be the only set of supporters in the Premier League yet to hear from their club on this matter. Once again, a dereliction of duty to supporters by this current ownership.”

Newcastle United fans are entitled to refunds for upcoming league fixtures to be played behind closed doors, an FA Cup tie at home to Manchester City, and an away trip to Bournemouth.

Thomas said: “We have been more than willing to support the club on this matter to try and find a solution, but this has proven to be a complete waste of time.”

We contacted Newcastle United for comment and they said their plans were to be confirmed.

Most clubs in the division have acted quickly during the pandemic to postpone season ticket renewals and communicate to their supporters about what they can expect in the refunds process. 

Sheffield United are the only other club in the division not to have a live refund process, but they have said they are currently working on refund options for supporters.

Newcastle aren’t the only club to come in for criticism from their own fans, however. West Ham United supporters have been critical of their club’s handling of the refund process, too. 

According to FSA affiliates West Ham United Independent Supporters’ Association (WHUISA), the refund process created by the club is overly-complicated and the group are asking West Ham fans for feedback.

“We are unhappy with the convoluted nature of this refund process and will be contacting the club to make our views known,” say WHUISA. 

“We understand the club is emailing season ticket holders with a phone number to claim refunds. Supporters should ring the number in the email to request a form to fill in to claim a refund. Once the Club receives the form it will take 30 days to process.”

WHUISA are calling on West Ham to make the application process easier and available online.

If you are having trouble getting information from your club on refunds, or need support, get in touch with us and we’ll see what we can do to help.

Club-by-club: Premier League refunds

Arsenal: Arsenal have contacted season ticket holders with details of refunds for league and cup credits on a per-game basis, depending on seat location. More here.

Aston Villa: Offering refunds or future credit to season ticket holders, with the option of a charitable donation made available instead. Supporters are advised to check their online accounts.

Bournemouth: Season ticket Holders have the option to donate their refund to the Cherries Community Fund, waive their refund, receive a full refund or claim monies owed as a credit against their 2020-21 season ticket. Refunds also available on match-day tickets.

Brighton and Hove Albion: The club have written to supporters about the refunds they can expect and are aiming to refund all season ticket and match ticket holders by the second week of June.

Burnley: Club emailed all season ticket holders at the end of May about the refund process for all cancelled home games. The club is aiming to process all claims by Friday 26th June

Chelsea: Chelsea say they will be contacting all season ticket holders by the end of the week regarding refunds – full refunds, credit options and charitable donations will be made available.

Crystal Palace: Season ticket holders will receive a pro-rata refund for the four home games missed and applications are opening from Monday 8th of June. Away ticket and match ticket holders can already apply for a full refund.

Everton: Everton all also offering refunds for their home games and supporters can use that as credit towards next season’s season ticket. The deadline for renewals was extended to Sunday 28th May and has now passed.

Leicester City: Applications for refunds are now open at the King Power and all current season ticket Holders will retain priority over their seats until further information on the 2020-21 season is announced. 

Liverpool: Season ticket holders will receive a full pro rata refund for all remaining home games, while Members who have purchased tickets on a match-by-match basis will receive a refund for any of the matches that they have purchased tickets for. The club will be contacted those eligible – so supporters are asked to wait for correspondence from Liverpool.

Manchester City: Season ticket holders should receive automatic refunds for the home games they can no longer attend. Likewise, matchday ticket holders will receive an automatic refund to the card they used to pay.

Manchester United: Manchester United say refunds will be offered for behind closed doors games and the season ticket renewal deadline for next year is being postponed, awaiting details of start date for next season. Affected fans should expect contact from the club.

Newcastle United: Currently not issuing refunds of any kind on matchday, away, cup or season tickets. Additionally, payments for next year’s season tickets are still being taken by the club.

Norwich City: Started the rebate process back in early-May offering Canaries fans various options for their refunds. The club have written to all relevant ticket holders who have until Tuesday 30th June to get their applications in. The club are still awaiting news about the 2020-21 season before publishing season ticket details. 

Sheffield United: Currently has no refund process in place. Told the Independent today they are weighing up options regarding refunds, with fans set to be offered either a pro-rata refund on their four remaining home fixtures or the option to use the money against their season ticket cost for the 2020-21 season. Keep an eye on their website for any announcements.

Southampton: Southampton will be announcing their refund process for season ticket holders the week commencing Monday 15th June. All fans who have purchased match day tickets via the club will have their booking refunded directly. Season ticket renewals remain on hold.

Tottenham Hotspur: Pro-rata refunds for all season ticket holders will be provided for the final five home games of the current season. This can be applied as credit towards your seat for the 2020-21 season. The club are also accepting applications from fans who wish to move seats at the Tottenham Hotspur Stadium.

Watford: Watford say they will be getting in touch with all ticket holders about their refund options – if you haven’t heard anything by Monday 8th June you should get in touch with the ticket office.

West Ham United: Hammers fans should expect contact from the club about the refund application process. Any fans who haven’t received correspondence from the club should contact supporter services.

Wolves: Supporters can now get their refund as credit towards their 2020-21 season ticket or can request a full refund for the missed games instead. Season ticket sales for next year remain on hold but currently there are no plans to refund fans for their remaining Europa League fixtures until UEFA has issued a decision about the future of the tournament.  

Outside the Premier League – Our EFL Networks have discussed this issue but it’s a longer process as there are more clubs and less publicly available data, in many cases. The legal position remains that all fans are entitled to season ticket refunds for games which will now take place behind closed doors (or which may never take place). If you are a fan or supporters’ group at any level with concerns about how your club has approached this, then please contact the FSA.

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