PUBLISHED
10:00 05 August 2012
By @OfficialQPR
CUSTOMER CHARTER SEASON 2012/2013
CUSTOMER SERVICE
- The Club has appointed a dedicated Customer Services Officer. Andy Rees can be contacted by e-mail – andyr@qpr.co.uk
- The Club will endeavour to respond to any letter, telephone call, e-mail or fax within seven working days of receipt. If a full response cannot be made within that time scale, an acknowledgement will be sent and a detailed reply will follow within 21 days of receipt of the original communication.
STAFF CONDUCT
Mission Statement
The Club’s aim is that all customers attending matches at Loftus Road do so in the knowledge that they will be treated in a civil and courteous manner by a team of professional personnel on duty around the Stadium.
Anti-Discrimination Policy
1. The Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, religion or disability.
2. The Club is an equal opportunities employer. This means that in none of its activities will it 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. This includes:
- The advertisement of jobs
- The selection of candidates for employment or promotion
- Pay and employment terms and conditions
- Internal training and development activities
- External education activities and awards
- Football development activities
3. The 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.
4. The Club supports The Football Association and The Football League in its commitment to develop a programme of ongoing training and awareness-raising events and activities in order to promote the eradication of discrimination.
CONSULTATION AND INFORMATION
- The Club consults supporters on a regular basis through the Official Supporters Club and Fans Forums which are attended by QPR Staff and Directors.
- The Club publicises its position on major policy issues in the matchday programme and on its website (qpr.co.uk)
- The Club has and continues to develop ways to consult with Shareholders, sponsors, the local authority, local residents associations, community groups and other interested parties.
- Comments and suggestions from supporters are welcomed and can be addressed to the individual departments or via the Official Supporters Club or the Club email on feedback@qpr.co.uk
- The Club will give the earliest possible notice of any changes to its ticketing policy and the reasons for the changes.
- The Club will, where possible, consult supporters on kit design and number of new strips.
TICKETING
Pricing
- The Club offers a broad range of ticket prices to encourage access for as many people as possible.
- The Club offers the best possible pricing for its Season Ticket Holders with considerable discounts for Season Tickets including Season Tickets for U’8’s accompanied by an adult in Silver and Bronze areas.
- An allocation of tickets will be given to the Community Department for various games allowing school and community groups the opportunity to support QPR during the season.
Matchday Ticket Prices - 2012/13 Season
| Category A | Platinum | Gold | Silver | Bronze | |
| Manchester Utd, Chelsea, Manchester City, Arsenal, Tottenham Hotspur, Liverpool |
| Adult | £70.00 | £55.00 | £50.00 | £45.00 | |
| Junior U16 | £35.00 | £25.00 | £22.00 | £20.00 | |
| Kids U8 | n/a | n/a | Free | Free | |
| Senior Over 60 | £60.00 | £50.00 | £45.00 | £40.00 | |
| Young Adult 16-21 | £60.00 | £50.00 | £45.00 | £40.00 | |
Category B | Platinum | Gold | Silver | Bronze | |
| Reading, Fulham, Aston Villa, Sunderland, Newcastle Utd, West Ham, Everton |
| Adult | £60.00 | £45.00 | £40.00 | £35.00 | |
| Junior U16 | £30.00 | £20.00 | £17.00 | £15.00 | |
| Kids U8 | n/a | n/a | Free | Free | |
| Senior Over 60 | £50.00 | £40.00 | £35.00 | £30.00 | |
| Young Adult 16-21 | £50.00 | £40.00 | £35.00 | £30.00 | |
| | | | | | |
| Category C | Platinum | Gold | Silver | Bronze | |
| WBA, Wigan, Stoke, Norwich, Swansea, Southampton | | |
| Adult | £50.00 | £35.00 | £30.00 | £25.00 | |
| Junior U16 | £25.00 | £17.00 | £15.00 | £12.00 | |
| Kids U8 | n/a | n/a | Free | Free | |
| Senior Over 60 | £40.00 | £30.00 | £25.00 | £20.00 | |
| Young Adult 16-21 | £40.00 | £30.00 | £25.00 | £20.00 | |
| Members Prices (within 2 week priority period) | | | |
| | | | | | |
| Category A | Platinum | Gold | Silver | Bronze | | |
| Manchester Utd, Chelsea, Manchester City, Arsenal, Tottenham Hotspur, Liverpool |
| Adult | £65.00 | £50.00 | £45.00 | £40.00 | | |
| Junior U16 | £33.00 | £23.00 | £20.00 | £18.00 | | |
| Kids U8 | n/a | n/a | Free | Free | | |
| Senior Over 60 | £58.00 | £48.00 | £43.00 | £38.00 | | |
| Young Adult 16-21 | £58.00 | £48.00 | £43.00 | £38.00 | | |
| | | | | | | |
| Category B | Platinum | Gold | Silver | Bronze | | |
| Reading, Fulham, Aston Villa, Sunderland, Newcastle Utd, West Ham, Everton | |
| Adult | £55.00 | £40.00 | £35.00 | £30.00 | | |
| Junior U16 | £28.00 | £18.00 | £15.00 | £13.00 | | |
| Kids U8 | n/a | n/a | Free | Free | | |
| Senior Over 60 | £48.00 | £38.00 | £33.00 | £28.00 | | |
| Young Adult 16-21 | £48.00 | £38.00 | £33.00 | £28.00 | | |
| | | | | | | |
| Category C | Platinum | Gold | Silver | Bronze | | |
| WBA, Wigan, Stoke, Norwich, Swansea, Southampton | | | |
| Adult | £45.00 | £30.00 | £25.00 | £20.00 | | |
| Junior U16 | £23.00 | £15.00 | £13.00 | £10.00 | | |
| Kids U8 | n/a | n/a | Free | Free | | |
| Senior Over 60 | £38.00 | £28.00 | £23.00 | £18.00 | | |
| Young Adult 16-21 | £38.00 | £28.00 | £23.00 | £18.00 | | |
All tickets issued are subject to the rules and regulations of FIFA, UEFA, The Football Association, The FA Premier League and The Football League in respect of the relevant competition and Queens Park Rangers Ground regulations, available to view at
www.qpr.co.uk.
We would remind you that any home supporter wishing to obtain a refund on match tickets not subsequently required must ensure that the tickets are in possession of QPR no later than 24 hours prior to the time of the advertised kick-off.
QPR accepts no responsibility to replace lost, stolen or damaged tickets.
QPR exclude to the maximum extent permitted by law any liability for loss, injury or damage to persons/property in or around the ground.
If tickets are resold or transferred without prior written consent of QPR it will become void and the holder may be refused entry or ejected from the stadium.
The use of tickets to enter the ground constitutes acceptance of such rules and regulations and the Ground Regulations and QPR reserves the right to eject from the stadium any person who fails to comply with such rules and regulations.
Please respect the No Smoking Restrictions, Alcohol and Behaviour Policies. Other than the two defined ‘smoking areas’ at the rear of the Loft and Ellerslie Road Stands there is no smoking permitted in any other area of the stadium.
Please note the Smoking Areas are limited in space and we apologise if not all who wish to smoke can be accommodated. The Stadium is within a Controlled Drinking Zone. Consuming alcohol in view of the pitch is a Criminal Offence (refer to Ground Regulations) and offenders may be subject to ejection from the Stadium and arrest by the Police.
Contravention of these Stadium Ground Regulations may result in police action as well as ejection and banning from the ground.
The Club currently operates a scheme to enable supporters to pay for season tickets by instalments. We endeavour to ensure that we can offer as competitive an APR as is possible given the financial and commercial criteria. The Club has also offered supporters the option of a four-month interest free repayment plan on season tickets for the upcoming campaign.
Season Cards - No refunds will be issued after the season has commenced.
Allocation
- At least 20% of tickets to each home game will be made available to non-season ticket holders for the foreseeable future.
Concessions
- PROOF OF AGE IS REQUIRED* to obtain a Kids U’8 concessionary price (photocopy of birth certificate/passport). To qualify, Kids must be under 8 on 1st August 2012 (born on or after 01/08/2004)
- PROOF OF AGE IS REQUIRED* to obtain a Junior U’16 concessionary price (photocopy of birth certificate/passport). To qualify, the Junior must be under 16 on 1st August 2012 (born on or after 01/08/1996)
- PROOF OF AGE IS REQUIRED* to obtain a Young Adult 16-21 concessionary price (photocopy of birth certificate/passport). To qualify, the Young Adult must be under 21 on 1st August 2012 (born on or after 01/08/1991)
- PROOF OF AGE IS REQUIRED* to obtain a Senior Citizen Over 60 concessionary price (photocopy of birth certificate/passport). To qualify, the Senior Citizen must be over 60 on 1st August 2012 (born on or before 01/08/1952)
Disabled Tickets:
The Club provides support for disabled spectators and their carers, including facilities for the visually impaired. Our Box Office can be contacted for details of our disabled facilities and ticket allocation on 020 8740 2502.
Restricted Views
The Club’s policy for the reduction in prices of restricted view seats is as follows and the tickets are clearly marked accordingly:
- £2.00 off the normal price for a restricted view on the adult price, £1 off concession price.
Membership Scheme
The Club runs a Membership scheme, the prices of which per season are as follows:
Adult: £40.00 Junior Hoops: £25.00
The benefits for Members are as follows:
Adults
- Membership Smartcard
- Access to the exclusive Members’ Presale for all home league matches
- Ability to purchase tickets in the Upper Loft Members-only area
- Exclusive ‘Discount Days’ in the Club Superstore
- 30 Loyalty Points
- Automatically become a member of the OSC
- Membership E-Newsletter
- Special offers throughout the season
- Super Hoops Membership Pack consisting of:
- Washbag
- Baseball Cap
- Membership Card Wallet
- Keyring & Badge Set
- Window Scarf
- Pen
- £5 discount off a home league match ticket if the Member is an Adult*
- £2 discount off a home league match ticket if the Member is a Concession (Senior Over 60 / Young Adult 16-21 / Disabled)*
- £10 Club Superstore voucher (valid until 31 May 2013 and redeemable with a spend of over £50)
- 20% discount off a Stadium Tour ticket
- *This ticket discount is ONLY valid during the Members’ Presale
Junior Hoops
- Membership Smartcard
- Access to the exclusive Members’ Presale for all home league matches
- Ability to purchase tickets in the Upper Loft Members-only area
- Exclusive ‘Discount Days’ in the Club Superstore
- 30 Loyalty Points
- Automatically become a member of the OSC
- Membership E-Newsletter
- Special offers throughout the season
- Junior Hoops Membership Pack consisting of:
- Drawstring Kit Bag
- Baseball Cap
- Headphones
- Window Scarf
- Rubber Duck
- Bam Bams
- £2 discount off a Junior Under 16 home league match ticket*
- NEW: Free Stadium Tour when accompanied by a paying adult
- 10% discount on advanced bookings made for junior activities run by the QPR in the Community Trust Football Development Outreach Programme, including ‘Little Rangers’ courses, weekday and weekend ‘Super Hoops’ courses and QPR Soccer Schools
- Opportunity to become a QPR Mascot at a home or away match
- Birthday and Christmas cards from QPR
- *This ticket discount is ONLY valid during the Members’ Presale
All Benefits are subject to availability
Away Matches
The Club operates a Loyalty Scheme for away matches. The loyalty points vary for each game based on factors such as location and which day of the week the match is played (games played midweek at Sunderland, for example, would score highly).
170 loyalty points Renewals – Season Ticket purchased during renewal period with the Super Hoop Upgrade
140 loyalty points Renewals – Season Ticket purchased during renewal period
120 loyalty points Members’ Pre Sale – Season Ticket purchased during Members’ Pre Sale
30 loyalty points Official QPR Membership
1-10 loyalty points Away matches
Supporters with the highest number of loyalty points across the season will therefore be first to have the option of tickets for the big matches across the season.
Team Loyalty Points
- Norwich City 5
- Manchester City 6
- Tottenham Hotspur 1
- West Bromwich Albion 2
- Arsenal 1
- Stoke City 6
- Manchester United 5
- Sunderland 10
- Wigan Athletic 7
- Newcastle United 10
- Chelsea 2
- West Ham United 1
- Swansea City 7
- Southampton 4
- Aston Villa 5
- Fulham 1
- Everton 5
- Reading 3
- Liverpool 5
Cup Competitions
- An Automatic Cup Tie Ticket service is available for home and away games
- Tickets for Cup Competitions are priced and allocated the same as for League matches (referred to on page 2). The Visiting Club is entitled to claim the following tickets although we would expect a Visiting Club to reduce its claim taking into account the demand from its own supporters.
School End Lower: 1,300
School End Upper: 1,800
The Club reserves the right to reduce prices as appropriate for certain Cup matches, in consultation and agreement with the opposing Club and in accordance with the Rules of the Competition in question.
Returns/Refunds
The Club’s policy on the return and distribution of unwanted tickets is as follows:
- If a match is postponed prior to the day of the match the ticket will be valid for the re-arranged date.
- If a match is postponed on the day but before kick-off, ticket holders are entitled to free admission to the re-arranged game on production of a ticket from the postponed match.
- If a match is abandoned after kick-off spectators are entitled to half price admission to the re-arranged game on production of a ticket from the abandoned game.
- If a match is postponed and the customer cannot attend the re-arranged date a full refund will only be considered if the ticket is received no later than 24 hours prior to kick-off of the new date. Refunds will not be available on the day of postponement.
- If a supporter cannot make a game for any reason they will only receive a refund if the ticket has been returned 24 hours prior to kick off. Away Supporters must apply to the Visiting Club for a refund if purchased in advance.
IN ALL CASES WHEN A MATCH HAS BEEN POSTPONED OR ABANDONED AND PART OF THE TICKET HAS BEEN TORN OFF AT THE TURNSTILES THE HOLDER OF THE TICKET MUST PRODUCE IT AT THE BOX OFFICE AT LEAST 24 HOURS IN ADVANCE FOR THE TICKET TO BE RE-ISSUED FOR THE RE-ARRANGED MATCH.
ACCOMMODATING AWAY SUPPORTERS
- The Club abides by Premier League Regulations governing the allocation of tickets to visiting Clubs.
- The Club does not charge admission prices to supporters of a visiting Club, which are higher than those charged to its own supporters for comparable accommodation. In particular, the concession rates offered to QPR senior citizens, junior and disabled supporters apply to supporters of a visiting Club.
Merchandise
- The Club will provide a published, well-communicated kit cycle policy with all fans being aware of kit change dates.
- Details of the next intended change of kits will be available from the Club Superstore or on qpr.co.uk as soon as these are determined.
- The Club carries out its obligation under Football League Regulations to prevent price fixing in relation to the sale of replica strip.
- The Club offers refunds on merchandise provided proof of purchase is available and is within its legal obligations.
QPR in the Community Trust
Mission Statement
To use the power of the football club to forge stronger & deeper connections with its community.
QPR in the Community focuses on creating progressive, vibrant hubs of sporting & social activities, leading to enhanced life experiences.
The Club has operated a Community Programme since January 1994. Its main objectives are:
- Maintain QPR FC reputation as a “true” Community & Family Club
- Use QPR FC brand as a high profile vehicle to tackle social issues that affect youth.
- Be innovative and progressive in the sporting community
- Build a national & international community sport profile
- Provide inspiration, encouragement, excitement and guidance to young people leading to enhanced health, education and career opportunities.
- To be a “best practice model” and leader in the field of community development.
- Be a community partner with local authority to develop premier community facilities.
- Ensure clear pathways to excellence for local talented footballers.
The Club’s Community Programme currently works in conjunction with the following London Boroughs:
- Hammersmith & Fulham
- North Kensington & Chelsea
- Westminster
- Brent
- Hillingdon
QUEENS PARK RANGERS CONTACT DETAILS
Loftus Road Stadium, South Africa Road, Shepherds Bush, London W12 7PJ
Main Switchboard: 020 8743 0262 Fax: 020 8749 0994
Box Office: 08444 777 007 Fax: 020 8740 2505
Club Shop: 020 8749 6862 Fax: 020 8749 6862
Community: 020 8740 2509 Fax: 020 8740 2573
Commercial Sales: 020 8740 2588 Fax: 020 8740 2512
CEO: Philip Beard
Football Secretary: Terry Springett
Investor Relations: Laressa Kelly
Operations Manager: Jenny Winstanley
Safety Officer: Clive Doyle
Box Office Manager: Jenny Elliott
Head of Media & Communications: Ian Taylor
Retail & Merchandise Manager: Francis Atkinson
QPR in the Community Trust CEO: Andy Evans