Customer Service Charter

"By 2013, we will be recognised as a venue of excellence and the number one Rugby Club on and off the field."

Aims

The Leeds Rugby Ticket Sales Office will contribute towards this vision by:

• Being a complete Customer Service Support Centre, able to answer all customer queries or direct them to the appropriate department.
• To provide an enjoyable customer experience and surpass expectations.

Ticketing

The Ticket Sales Office is open for business:

• 9am- 5pm Monday to Friday
• 9am - 12pm Saturdays

Orders can be taken in person or on the telephone between these hours. Please have your customer number ready before you commence your transaction.

• By Telephone
• In person in the Ticket Sales Office
• Online

Tickets purchased online will be processed the following working day.

Tickets will be posted out unless ID is required (you will be notified by email if this is the case) or if it is less than 72 hours before the fixture, these will then be placed in collections in the ticket sales office. If your order is for more than 10 tickets we would recommend you collect the tickets as on occasions large numbers of tickets have been lost in the post.

• Collections

Any tickets placed in collections will be available from the Leeds Rugby Ticket Office. When collecting your tickets you will need to confirm the name the tickets were booked in and the booking address. Also if ID has been requested you will need to evidence this.

• Busy Periods

At peak times such as Season Ticket Renewals and Cup Match sales every effort will be made to resume normal service but customers may experience longer waiting times. Every effort is made to keep this to a minimum. Customers who visit the ticket Office in person will be given priority.

Payment

Tickets can be purchased by cash (please do not post), credit or debit card (excluding AMEX and visa electron), cheque (with card details on reverse) and with Leeds Rugby Gift Vouchers.

Tickets cannot be reserved without payment.

**Please note there is a £1.50 booking fee to be added to all orders, this is only exempt when paying with cash or cheque in the ticket office.

Home Matches

• Season Ticket Holders

Season Ticket Holders have access to all home engage Super League fixtures (Leeds Rhinos) or home RFU Championship and B&I Cup games (Leeds Carnegie) in their designated area of the ground. All additional benefits are detailed on documentation received with the season ticket.

• Membership

Leeds Rugby Membership Scheme entitles customers to a branded card that can be loaded with matches of their choice. The membership card will only admit the member.

• Concessions

Concessions offered by Leeds Rugby are for juniors (persons 15 years of age or under), Senior Citizens (persons 65 years of age or over), Students and Disabled customers. To receive a concession price, the customer must show appropriate proof (i.e. valid Student card or Blue Badge)

• Disabled Supporters

Headingley Carnegie Stadium offers several areas for Disabled supporters within the ground. There are spaces available in the South Stand, Carnegie Stand and Carnegie Terrace.
There is an allocation of disabled parking spaces and 20 wireless audio units available for each match. It is advisable to book 7 days prior to the match to avoid disappointment. Please contact Stephanie Kinghorn on 0113 2033 271.

• Car Parking

Car parking at Headingley Carnegie Stadium is very limited. Please contact the ticket office for further details.

• Away Team Supporters

An allocation of terracing is provided for away supporters. These are sent to the club 1 month before the fixture.

Leeds Rugby Ltd does not charge away clubs a premium price; they are charged the same as home supporters.

Away Matches

• Provision of Away Tickets

The club will request tickets for away fixtures 2 months before the match, but clubs are not obliged to send them within a dictated time period. Where Junior Swap tickets (Leeds Rhinos) are available we always advise customers exchange them in advance of travelling. If a game becomes a sell out vouchers will not be accepted for entry.

• Travel

Leeds Rugby offers travel to most of its away fixtures. Please contact the Ticket Office on 0871 423 1315 for further details.

Refunds

In the event that you cannot make a fixture a match exchange can be arranged upon return of the tickets prior to match day. If this is not possible they must be sent with a letter to the manager, Sian Jones who will grant a match exchange at her discretion.

• Re- arrangement

For any home match played at Headingley Carnegie Stadium, if the customer cannot attend the match at the new time they will be eligible for a match exchange upon return of the tickets (not applicable for Season Ticket Holders). For Cup Matches if the customer cannot attend the match at the new time they will be eligible for a refund or a match exchange upon return of the tickets prior to the match.

• Abandonment

If any home match at Headingley Carnegie Stadium is called off after kick off the customer's ticket will be valid for the re-arranged game. For Cup Matches if the game is called off after kick off no refunds or exchanges will be available.

• Lost or Forgotten Season / Match Tickets

Leeds Rugby accepts no responsibility for lost or forgotten season tickets or match tickets.

Complaints and Feedback

Please address your feedback to Sian Jones (either by letter to the address below or email) All complaints will be dealt with or passed to the relevant person within a maximum of 48 hours.

All Feedback both positive and negative is greatly received; we welcome your opinions and suggestions.

Please address all mail to: Sian Jones, Head of Customer Experience, Headingley Carnegie Stadium, St Michaels Lane, Leeds, LS6 3BR or sian.jones@leedsrugby.com.