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Club News

Club statement on season tickets, refunds, iFollow and more

23 September 2020

Following on from yesterday’s statement in relation to the government confirming a further delay in the return of spectators to stadiums, Millwall Football Club can confirm its plans around compensation for the 2,984 fans who had purchased 2020/21 season tickets.

As the situation remains fluid and there is yet no clarity on when supporters can return to The Den, the club has worked on providing a solution which is flexible and ensures that those possessing season tickets could continue to do so in preparation for their attendance at home matches once more.

Therefore, the club will reimburse all season ticket holders by way of a pro rata refund based on the total number of games missed relative to the price paid, which will be added as credit to their accounts. That amount – whatever it proves to be – can then be redeemed against the purchase of a 2021/22 season ticket, assuming of course that they will be on sale as normal for that campaign.

Season ticket holders will also receive free iFollow streaming codes for all home League games played behind-closed-doors so that they can continue to watch without any additional outlay.

The club currently has no plans to put season tickets back on sale while there is no clarity on when fans can return to The Den. Millwall appreciates those who have expressed a desire still to buy despite the current circumstances as a way of supporting the club but there are alternative schemes being devised which will allow for this, with further details below.

If you are a season ticket holder for 2020/21 and have any queries relating to the above then please contact Shona Groves, supporter liaison offer, by email to slo@millwallplc.com.

Refunds update

On Friday 18th September the club began the process of issuing refunds to supporters who had requested one from last season’s cancelled games against Derby County, Barnsley, Swansea City and Charlton Athletic, as well as the Community Trust fundraising dinner and any pro rata 2019/20 season ticket claims.

The total amount being returned to fans from refunds is £318,877.

As previously communicated, this is a manual process involving club staff calling supporters by phone to arrange their refund. Unfortunately there is no alternative method and the club wishes to assure supporters that its staff are working through the list of refund requests as quickly as possible and thanks everyone concerned for their ongoing patience.

iFollow

The club is fully aware and conscious that the iFollow platform has not been up to the required standard often enough and will continue to put pressure on the EFL to ensure greater consistency of service from their providers.

However, while matches are played behind-closed-doors, which regrettably looks set to be the case for the foreseeable future, iFollow subscriptions and Match Pass sales remain the club’s primary source of income.

As such Millwall pleads with all fans, where possible, to continue to support the club during an unprecedented and concerning period of financial uncertainty by watching matches on iFollow. The club retains 100% of revenue generated from Match Pass sales, which will go some way to offsetting large operational losses resulting from having no crowds.

It is forecasted that should fans return in March – the end of the government’s new six-month long measures – then playing behind-closed-doors for what will have been a year will end up having lost the club between £1m and £1.5 per month during that period. 

Illegal streaming is an issue which transcends multiple industries and remains a huge problem in football, particularly for EFL clubs who receive a maximum of just 6% in TV rights money compared to what the lowest-placed Premier League side does. The only streaming feed leaving EFL stadiums on matchdays is the one for iFollow which means that any IPTV or similar service provider is stealing directly from the club and eating into revenues which are crucial to its future. Millwall therefore calls on Lions supporters – and football fans generally – to help their club during a sustained period of financial crisis by not watching matches via these channels and instead buying on iFollow.

Next steps

The club is currently putting together a plan for a new membership scheme which will allow fans to support Millwall financially while also receiving a range of exclusive benefits.

More details about this new initiative will be revealed in the coming days when finalised.

Millwall will continue to keep supporters fully up-to-date with developments on all of the above and more as and when they happen. The club will also maintain its pressure on the government to better consider the perilous state of football clubs outside of the Premier League, highlighting the very real risk of losing many community assets.

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Wednesday's Carabao Cup tie with Burnley will be exclusively streamed on carabaocup.live. To purchase your Match Pass for the game, priced at £10, click here.


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