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Club releases comprehensive statement for Millwall supporters

16 September 2020

Millwall Football Club has today (Friday 11th September 2020) contacted 2020/21 season ticket holders by email with information on how to confirm details of their social bubbles ahead of the anticipated return of supporters to The Den in October.

If you are a 2020/21 season ticket holder but have not received an email then please contact tickets@millwallplc.com and include your full name and membership number so staff can provide all relevant information and guidance.

Existing season ticket holders have until next Wednesday 16th September to link family and friends to their accounts before confirming their bubbles which cannot be amended once finalised. In a new socially-distanced stadium map, club staff will then manually allocate seats which will be as close as possible to fans’ regular positions.

Please note that season ticket holders will be able to return to their usual seat when it is possible for the club to revert back to its pre-COVID stadium map. If you were a season ticket holder in 2019/20 then you will not lose your seat, even if you cannot renew for whatever reason this coming campaign, when the regular stadium map comes into use again.

The club aims to then make an initial batch of around 2,000 more season tickets available to supporters on a loyalty points basis next Friday 18th September. Please note these will only be available to fans who held a season ticket in 2019/20. The exact number of points required to be in that batch and the selling process will be confirmed in due course.

Once those 2,000 are allocated and fans notify the club of their bubbles then additional batches of season tickets will be released – again using the loyalty points scheme - until the point when the club reaches its new reduced capacity, which will be announced when confirmed. The total number will be determined by a range of different factors, including the size of social bubbles confirmed by supporters. It is therefore imperative that fans confirm theirs as quickly as possible as per the above guidelines because until that process is complete the club cannot certify exactly how many season tickets will be available elsewhere.

The club’s hope is that all 2019/20 season ticket holders who wish to renew will be able to do so, though this cannot be guaranteed. If it becomes apparent during the selling process that this is unlikely to be the case then the club will review its procedures moving forward in order to find a way of allowing all remaining 2019/20 season ticket holders who haven’t purchased at that point, but who are wishing to renew, access to games, even if only on a match-by-match basis.

More key information is as follows:

Password Resets

You will not be able to purchase anything on the club’s updated ticketing website – www.millwalltickets.com – until you have reset your password.

Find out how to do so by following our handy step-by-step guide here.

Reset your password here.

Terms and Conditions

As a result of the COVID-19 pandemic, the club has reluctantly taken the decision to amend its terms and conditions around the selling of season tickets and more. As always, fans will need to agree to these before making a purchase.

View the new terms and conditions by clicking here.

Loyalty Points

The club has decided to suspend the accruement of loyalty points while the stadium is only open at a reduced capacity. The decision ensures that supporters who cannot attend matches for health, financial or any other reasons are not penalised when normal procedures resume.

Therefore, when loyalty points can once again be earnt, supporters will start with the amount of points they currently possess on their accounts.

Refunds

The club would like to thank supporters for their patience and understanding regarding match ticket refunds from the games against Derby County, Barnsley, Swansea City and Charlton Athletic, as well as the Community Trust fundraising dinner, which were all postponed when the 2019/20 season was suspended.

The process of issuing refunds to fans who requested one – including pro-rata season ticket claims - will begin next Friday 18th September. Because of the change of ticketing system over the summer this will be a manual process which will involve club staff calling supporters to arrange their refund over the phone. There is unfortunately no alternative method and the club wishes to assure supporters that its staff will work through the list of refund requests as quickly as possible.

Ticket Office and Lions Store

The Ticket Office and its call centre will remain closed while staff complete the process of allocating seats to season ticket holders and also that of issuing refunds as per the above information. Emails, however, can be responded to.

The club will notify supporters as soon as it is set to re-open for personal visitors or those needing to phone in.

The Lions Store will not re-open until October and an exact date will be announced when confirmed.

Fans can continue to buy items online at www.mfcshop.co.uk. This season’s home and away kits, as well as the new training wear, is all currently available to buy.

iFollow

With the season starting behind-closed-doors and reduced capacity matches set to be permitted from October, the only way for many fans to continue watching fixtures during the next few months will again be on iFollow.

The club will receive 100% of the revenue generated by Match Pass sales in 2020/21 which will be a crucial income stream and go some way to offsetting monies lost by hosting matches at around 30% of The Den’s total capacity.

As such, Millwall wish to urge fans – where possible – to continue to support the team and the club in this way.

You can buy a Match Pass to watch Millwall v Stoke City by clicking here.

As previously communicated, 2020/21 season ticket holders will receive streaming codes to watch any home games behind-closed-doors. Please note that codes will not be sent for any away fixtures but they will be available to season ticket holders – as they are for all other fans – to watch by purchasing Match Passes.

Latest Government Guidance

The club notes the Prime Minister’s public address on Wednesday 9th September where it was confirmed that the plan to open stadiums to supporters at reduced capacities from 1st October would be reviewed in light of an increase in Coronavirus cases.

Throughout the summer the club has worked incredibly hard to monitor and implement exhaustive Sports Ground Safety Authority guidelines which are understood to have been developed in conjunction with the government to create COVID-secure environments inside football stadiums. This has presented monumental strategic and logistical tasks which the club believes have helped to ensure that its own protocols are far more comprehensive than any leisure or hospitality sectors which have been open to the public during recent months. As such, Millwall believes that the return of supporters to The Den – and other grounds across the country – is essential for clubs, communities and local economies.

As has been the case throughout the past six months, this is a fluid situation and the club will continue to work with the SGSA and the governing bodies in order to ensure it is fully prepared for the moment fans are allowed back into The Den.

The club will advance with its plan for the visit of Luton Town on Tuesday 20th October to be its first fixture with Lions supporters in attendance and, as such, will progress the ticket selling strategy detailed above.

Millwall will continue to keep fans updated as and when the situation develops.


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