TICKET FREQUENTLY ASKED QUESTIONS
For our 2012/2013 Ticket Charter - View Here
How do I book match tickets?
Available 24 hours a day, 7 days a week CLICK HERE.
Call the One Hotspur Ticketing and Membership Hotline on 0844 844 0102 (option 1), now open 24 hours a day. If you are calling from outside the UK, please call +44 207 998 1068.
From the Ticket Office situated on corner of Park Lane and Tottenham High Road, open Monday to Friday 9.30am - 5.00pm.
The Ticket Office is open Monday to Friday 9.30am - 5.00pm. On matchdays, the Ticket Office will be open 4 hours prior to kick-off, until half-time.
How do I collect purchased tickets at the Ground on a Match Day?
Please bring the card used for the purchase (where applicable) along with photographic identification to the Paxton Road Ticket Collection Windows. We would ask supporters collecting pre-paid tickets to arrive at the Paxton Road Ticket Collection Windows at least 90 minutes prior to kick-off.
What is Ticket Exchange and how does it work?
Ticket Exchange allows Season Ticket Holders to register their seat for re sale whenever they are unable to attend a home league match.
Once a fixture is declared as a sell out by the Club, we will make available any seats that have been registered for re sale by Season Ticket Holders. These seats will be sold at the full rate match ticket price for that particular match, with between 75%-85% (dependant on membership type) of this amount being given directly back to the Season Ticket Holder if another supporter purchases their seat.
It is important to note that a rebate is only awarded if the seat is sold. Seats will be sold as dictated by demand by purchases, ie, price/location/opposition. Seats cannot therefore be sold on a first submitted, first sold basis.
Season Ticket Holders can register their seat for re sale by accessing their Eticket account. In the event that you later find that you are able to attend the match, you can reclaim your seat if your seat remains unsold. If your seat has already been sold you will not be able to reclaim it.
Any credits you accrue for re sold tickets, will automatically be deducted from the cost of your next renewal, however, if you wish to receive a rebate onto a payment card of your choice you can simply contact the Ticketing and Membership Team.
Ticket information for supporters with disabilities
Supporters with disabilities should contact our Disability Liaison Officer Shirley Osborn on 020 8365 5161, or e-mail firstname.lastname@example.org
How do guest tickets operate for One Hotspur Members?
One Hotspur Members will have a one day window to purchase ONE additional guest ticket for any home league fixture. This day will usually be on the tenth day of the booking period for One Hotspur Members - the day before any remaining tickets go on General Sale. Tickets are dependent on availability, are not guaranteed and can be purchased through the channels listed above.
As One Hotspur Season Ticket Holders already have their match ticket, they cannot purchase tickets during the One Hotspur Member booking period, with the exception of the Guest Sale day, whereby they will be able to purchase ONE guest ticket for each Season Ticket held.
Subject to availability, One Hotspur Season Ticket Holders have the opportunity to move from their usual seat to be seated adjacent to their guest ticket for any home league fixture. This facility may only be used by calling the One Hotspur Ticketing and Members Hotline on the Guest On-Sale date on 0844 844 0102 and selecting option 2.
How do I book Away Match Tickets?
One Hotspur Season Ticket Holders are first to be invited to apply for away match tickets. Subject to availability, One Hotspur Bronze and Lilywhite Members are then invited to submit an application. If there are tickets remaining after both application periods, tickets will then go on general sale. In some cases the general sale will be on a controlled basis to supporters with a booking history with the Club (depending on any security implications surrounding the fixture).
Application dates can be found by clicking on the 'See Details' tab on the relevant fixture on the Latest Ticket News section of the website.
If a match is oversubscribed with applications, tickets will be allocated using our loyalty points system. Applications from One Hotspur Season Ticket Holders will take priority over One Hotspur Bronze and Lilywhite Members. Tickets will be allocated on an individual supporter's loyalty points as opposed to a group average. (e.g. If one supporter out of an application for a group of five has the required loyalty points for a fixture, one ticket will be allocated).
Applications for away matches can be submitted in the following ways:
Forms can be handed in to a member of Ticket Office staff at the Park Lane Ticket Office during the above opening hours or sent in to us. We would recommend that any forms that are posted to the Ticket Office are sent in by Special Delivery so that the delivery status of the item can be tracked as well as ensuring payment details are kept secure.
What happens if I lost my card or left it a home?
If Platinum, Gold or Silver One Hotspur Members arrive at the Stadium without their Season Stadium Access Card they will be able to obtain a replacement match ticket from the Ticket Office at a non-refundable cost of £10.00, provided that they have with them proof of identity at the time*. Permanent replacement Season Stadium Access Cards will not be issued on a matchday. If a Bronze or Lilywhite One Hotspur Members arrive at the Stadium without their Members Stadium Access Card they will be able to obtain a replacement card from the One Hotspurs Members Office at a non-refundable cost of £10.00 provided that they have with them proof of identity at the time*.
What happens if I forget/lose my matchday ticket?
Matchday tickets will be duplicated at the discretion of the Ticket Office Manager. On the matchday you will need to visit the Ticket Collection Point on Paxton Road with a form of photographic identification. If you do not have relevant documentation with you, a duplicate ticket will not be issued.
How can I change my existing Season Ticket seat(s)?
Transfer requests must be made by completing the transfer request form on the reverse of our renewal form, prior to the season commencing.
I am a One Hotspur Season Ticket Holder or Member, how can I buy an additional ticket?
One Hotspur Season Ticket Holders and Members will have a one-day priority window to purchase one additional guest ticket for any home League fixture. This day will be on the tenth day of the priority-booking period for One Hotspur Bronze & Lilywhite Members - the day before any remaining tickets go on general sale. Tickets are dependent on availability and are not guaranteed.
As part of our commitment to develop Spurs fans of the future, an allocation of tickets will be made available for all One Hotspur Season Ticket Holders and Members to make bringing kids to matches easier and more accessible. These tickets are located in the North Stand (Family Area) and the junior ticket (Under 16) will be discounted in price. These young fans do not have to be One Hotspur Members themselves and the offer is open to all levels of One Hotspur. This means that a One Hotspur Season Ticket Member can move their seat position to the North Stand for this match to sit with the young fan they are bringing along! To apply for these tickets you will need to pre-register your interest through our online ticketing and membership service - CLICK HERE - in a window before tickets go on sale to Bronze Members for each Barclays Premier League game. There is a maximum of 2 Adult One Hotspur Members to each Junior fan attending in one application.
When am I entitled to a refund?
A refund for the cost of a match ticket will only be issued if the One Hotspur Member has notified the Ticket Office no less than 7 days prior to the matchday, to enable the Ticket Office to remove the fixture from their Stadium Access Card. If a match ticket has been issued to a non member, the ticket has to be returned to the ticket office no less than 7 days prior to the fixture. Refund requests made less than 7 days prior to the match date will not be considered.
I am unable to afford a Season Ticket as a one-off payment, but I would like to attend every game. What can I do?
The Club offers an Easy Payment Scheme where the cost of your Season Ticket may be paid in ten monthly installments. See the Season Ticket application form for more details.
Why can't I transfer my loyalty points between Season Tickets and Bronze/Lilywhite Membership?
The loyalty is calculated quite differently between the two schemes. As in all ticketing procedures, Season Ticket Holders will always have priority over Members. Points are therefore calculated and applied within each associated group.
Does the Club offer supporters the opportunity of official travel to away matches?
If you are a One Hotspur Season Ticket Holder or Member you may apply for the official coach travel, which is operated by the Club for all away matches excluding the London matches. Coach times and charges are advertised through the Club's Communication Channels. On occasions, for popular away Cup-Ties, the Club will operate coach, rail and plane packages. Again, these packages will be advertised through the Club's Communication Channels.
I applied for an away match ticket. How do I know if I have been successful?
All match tickets are posted out by the Ticket Office at least three days in advance of the match date. If demand for tickets has exceeds the supply, the tickets will be issued on a loyalty point basis. This information will be posted on the Club’s website once the application period has closed. If you have not received a match ticket, and you believe your application has been successful, three days prior to the match date, please contact the Ticket Office on 0844 844 0102. If you require a duplicate ticket the Ticket Office will confirm to the away club that you have not received your original tickets through the post. You will need to visit the away club's Ticket Office on the matchday with I.D. to collect a duplicate set of tickets. These tickets may only be collected if the Ticket Office has been informed the last working day prior to the match date, so they can forward relevant information to the away club. Please note that the Ticket Office is not open on a Saturday and Sunday (excluding home matchdays), unless otherwise stated.
Why does it take a longer time to get through on the Tottenham Hotspur Ticketline on the morning of an on-sale date?
Unfortunately with all sporting, pop or music events, there must be a date and a time when the tickets first go on-sale. Our call centre is always fully-manned, with additional support staff, in preparation to accept supporters' calls on these dates. However, with thousands of supporters all attempting to purchase match tickets at 9.30am on the first day of sale, all calls may not be answered simultaneously. For the majority of fixtures, the initial large call volume has cleared after the first two hours of sale. If you are a One Hotspur Member calling to book tickets, please have your Client Reference Number to hand, together with a valid Credit/Debit card, to speed up the sales process. Please note: If you are booking for other One Hotspur Members, you will also require their Client Reference Numbers. We recommend visiting the online service here during these times to avoid call queue.
* Tickets will be re-issued at the discretion of the Ticket Office Manager and subject to the Club’s terms and conditions.