Liverpool Football Club Information Charter 2013-14
Since its formation in 1892, Liverpool Football Club always has - and continues to - enjoy a unique relationship with its loyal and dedicated supporter base. It recognizes and respects the invaluable contribution made by each and every supporter to the ongoing success and longevity of the Club. As such, Liverpool Football Club endeavours to be open and accessible to its supporters, communicating information via the appropriate channels in a clear and effective manner.
Liverpool Football Club is proud of its relationship with fans and constantly strives to improve supporters' matchday experience and day-to-day interaction with the Club.
Getting to Anfield - Liverpool Football Club, Anfield Road, Liverpool, L4 0TH.
We aim to achieve the very best matchday experience in every aspect, with the enjoyment and health and safety of supporters being our utmost priority. Any fan visiting Anfield for the first time, attending a match or wanting more information on how to purchase tickets can visit our 'First Time to Anfield' page for more information: www.liverpoolfc.com/travel/first-time-to-anfield or print off one of our 'Visit Anfield Guide' ahead of your visit http://www.liverpoolfc.com/travel/visiting-anfield
Equality and Diversity
Liverpool Football Club is fully committed to eradicating all forms of discrimination within football and endeavours to ensure that Anfield provides an environment free of racist, homophobic or discriminatory behaviours both on and off the pitch. In order to work towards this, the Club works closely with inclusion organisations such as Kick It Out.
Liverpool Football Club (the "Club") recognises the importance of Safeguarding children and adults who may be at risk, and believes that all vulnerable individuals and groups have the right to access Club services without risk of abuse, neglect or maltreatment. Liverpool Football Club believes that within the provision of all Club services, that Safeguarding Matters, that the principles of Safeguarding will be given the appropriate and due consideration within all services operated across the Club.
Any individual who has concerns related to safeguarding are advised to contact a member of Club staff without delay, individuals may also directly contact the Club Safeguarding team via email email@example.com
The Family Zone
In line with our continued commitment to attract younger supporters and to provide an enjoyable matchday experience for them, the Upper Anfield Road stand is designated for family groups and juniors. As such, supporters will only be able to purchase match tickets and any available season tickets in the Upper Anfield Road stand if they are accompanied by juniors. We have made provisions for a dedicated sales day for adult and child and those details can be found on our website once sales days have been agreed.
The Family Park & Food Village
The Family Park and Food Village is situated on Anfield Road. It is a dedicated area for families who attend the game to meet up before every home game. It opens three hours before kick-off and includes activities such as a five-a-side inflatable football pitch, speed cage, target cage a stage that hosts local artists and much more.
The food village offers hot and cold food, as well as alcoholic and non alcoholic beverages. We welcome home and away supporters and our official Club Mascot 'Mighty Red' will be on hand to welcome all visitors to the park. The park was launched in September 2012 and opened by the legend Ian Rush: http://www.liverpoolfc.com/news/latest-news/rush-helps-reds-open-family-park
This is your football Club and we want it to be accessible to as many of you as possible. Our current capacity is 45,276, although on occasions this can be reduced with certain seats becoming unavailable for public sale due to areas having to be segregated for public safety reasons. For the majority of games at Anfield, demand for tickets significantly exceeds supply, with almost every fixture selling out well in advance of the actual day of the game
General tickets: Latest ticket information, ticket sale dates and ticket availability can be found on our website: www.liverpoolfc.com/tickets/latest-ticket-news
For ticket terms and conditions visit: www.liverpoolfc.com/tickets/ticket-terms
Matchday hospitality: Matchday hospitality packages are available for all Barclays Premier League home fixtures. Bookings can be made via our website: www.liverpoolfc.com/tickets/hospitality. Specific selling arrangements apply to all category A matches. Please call the hospitality team on 0151 263 9199 for more information.
Match breaks: Thomas Cook Sport offer match breaks for all Barclays Premier League home matches and domestic cup home matches. These can be booked at: www.thomascooksport.com/liverpoolfc or by calling 0844 800 9900.
Domestic Cup Matches
Ticket information concerning the FA Cup and League Cup allocations will be advertised on our website, www.liverpoolfc.com/tickets, and in the Liverpool Echo as soon as possible after each draw has taken place.
Barclays Premier League Home Matches
All dates of sale are subject to change and we recommend that supporters check the ticket office line 0843 170 5555 or the website, www.liverpoolfc.com/tickets, for dates and match announcements. Please note that cup competitions may also impact the dates of Barclays Premier League matches and their dates of sale.
Official Members' Ticket Sale
LFC Official Members are able to buy their home Barclays Premier League tickets in two sales periods. All games played up until December 31, 2013 will go on sale in July 2013 and games played from January 1, 2014 to the end of the season will go on sale in November 2013. Members have the choice to buy individual matches or up to all the games in the sales period, subject to availability. The Members' Ticket Sale will remain open until all tickets have been sold or until a general sale is announced.
The Club operates requisite criteria for category A and B games, which ensure that half of all tickets in the Members' sale period will be dependent on the number of games a member has attended during the 2012-13 season. Full details on the dates of sale are available by visiting: www.liverpoolfc.com/tickets/lfc-members-tickets.
New memberships must have been purchased at least 72 hours before the Members' tickets can be purchased. Applications are by telephone and online only for Members' sales and Members can purchase one ticket per qualifying Membership for up to a maximum of four Memberships per match per transaction during the Members' sale period.
Following the Members' sale period, any remaining match tickets for Barclays Premier League home matches will go on a general sale. Liverpool Football Club reserves its right to change the dates of sale at any time for any reason. All changes to the dates of sale will be published on the Club website: www.liverpoolfc.com/tickets.
Tickets can be purchased online by visiting: www.liverpoolfc.com/tickets/latest-ticket-news.
Telephone bookings can be made by calling the ticket office line on 0843 170 5555 overseas +44 151 907 9399, Monday-Friday 8.15am-5.45pm and Saturday 9.15am-3pm.
In the event that tickets are still available 11 days before the match, tickets can also be purchased from either the ticket office in person (Monday - Friday 8.15am-3.45pm and Saturday 9.15am-3pm) or from the L1 Club store (4pm-8pm Monday-Friday, Saturday 9am-7pm and Sunday 11am-5pm).
A minimum booking fee of £2.50 per ticket will be charged across all sales channels with the exception of sales at the ticket office windows.Tickets booked online or by telephone within the period up to three days prior to the match will be forwarded by post. Tickets booked after this period will have to be collected and signed for at the ticket office. Name and address ID and the card used for the booking must be produced on collection.
A maximum of four tickets may be purchased in one transaction. However, the Club may at any time implement a maximum ticket restriction. Recent history has shown that for the majority of Barclays Premier League home matches, the available match tickets have been sold via online or telephone bookings, and that no tickets have been available within the 11-day period for personal applications.
Please note: the Barclays Premier League home matches against Everton and Manchester United are subject to specific selling arrangements. Eligibility to apply for match tickets for our fixtures against Everton and Manchester United will be dependent on previous attendance criteria that have been recorded on a Fan Card or members' card registered against the applicant. The attendance criteria that the Club will apply to each application will be announced in advance of the sale of match tickets for the Everton and Manchester United fixtures.
For match categories and 2013-14 ticket prices please visit: www.liverpoolfc.com/tickets/ticket-prices.
The concessionary rate for children is applicable to children aged 16 and under.
Please note for adult/child combined tickets a maximum ratio of two adults to one child, or two children to one adult are allowed.
Barclays Premier League Away Matches
Due to the limited number of tickets available for all Barclays Premier League away matches, LFC gives priority to Season Ticket Holders, Members and Fan Card holders who have attended a specified number of Barclays Premier League away matches from the previous season. The required number of matches attended is determined from the information held on the ticket office database. In the unlikely event that qualifying members do not take up the full allocation, LFC will reduce the qualifying criteria to enable us to maximise the number of supporters eligible to apply for tickets. Full individual selling details for each away fixture are advertised on www.liverpoolfc.com/tickets and in the Liverpool Echo.
Supporters are advised that they should quote their Membership/Fan Card number for all ticket purchases in order to record their purchase history. Supporters are also advised to retain their ticket stubs as these may be used in the event of a home fixture being abandoned, and also if there are any queries regarding purchase history.
Full terms and conditions of entry can be found at www.liverpoolfc.com/tickets/ticket-terms.
Assistance is provided for all disabled supporters and their personal assistants. Every Club steward has, or if newly-appointed will receive, training on disability issues to help and assist disabled supporters (both home and away) who attend games at Anfield. Tickets for wheelchair user supporters, visually impaired supporters, ambulant supporters and their personal assistants are available from the ticket office. There is an additional low level accessible counter for all disabled supporters. Details of ticket prices can be obtained from information posted on the notice board outside the ticket office or on the Club's website.
Wheelchair User Supporter: The stadium has availability for up to two assistants to support each wheelchair user supporter. Wheelchair user supporter places are situated in the Kop, Paddock, Main Stand raised platform and Anfield Road Stand with full disabled access into and out of the stadium as well as to disabled toilet facilities and catering facilities. Any supporter who has not previously applied for tickets in this section of the stadium will be asked to provide the Club with documentation confirming the level of care required.
Visually Impaired Supporter: The Club will ask supporters to supply the relevant documentation which will then be held on file for future reference. Seats are available in the Paddock enclosure, with availability for up to two assistants to accompany them to a game. The Club also provides headsets offering full match commentary with two different commentary stations. Please ask a steward for these upon arrival.
Ambulant Disabled Supporter: We have a dedicated area in the Main Stand Paddock where the majority of ambulant supporters are seated with full disabled access into and out of the stadium. Ambulant disabled supporters can sit in other areas of the ground although these requests will be looked at on an individual basis where the Club will endeavour to cater for that request.
Facilities for disabled supporters are also accessible. Any supporter who has not previously applied for tickets in this section of the stadium will be asked to provide the Club with the documentation confirming the level of care required.
Applications for home league matches are sold in conjunction with the non-disabled supporters sales. The tickets will become available on an Official Members sale. Late availability applications should be made in writing five weeks prior to the game including credit or debit card details or enclosing a cheque made payable to Liverpool Football Club.
For cup games, prices and selling arrangements can vary and will be announced via the selling notice which is published in the local media and on the Club website. Again tickets will be sold in conjunction with the non-disabled supporters sales. Tickets will be available via telephone and postal application. All postal applications should be addressed for the attention of the disabled ticket coordinator, at the address below.
Applications for away league matches are sold in conjunction with the non-disabled supporters sales. The amount of wheelchair user tickets and ambulant disabled tickets will be published in the selling notice. All tickets are sold through postal applications only. All postal applications should be addressed for the attention of the disability ticket team, at the address below.
In the event that you should have a query regarding disabled supporters tickets/admission, supporters should contact the Club's designated disability ticked team, whose contact details are set out below:
Disability Ticket Team: Liverpool FC Ticket Office, PO Box 204, Liverpool, L69 4PQ. Telephone: 0843 170 5555, option 1 and then option 0.
Email: firstname.lastname@example.org. Text phone: 0151 264 2020
Abandoned Games and Refunds
In the event that a first-team match at Anfield is abandoned, the policy of Liverpool Football Club is as follows:
Should a first-team match be abandoned before kick-off then ticket holders will be entitled to receive free admission on the date of the rearranged game. In the event of a first-team match being abandoned at any time after the game has started then ticket holders shall be entitled to half-price admission for the rearranged date. It is imperative that non-season ticket holders retain their original ticket stubs to present to the Club for when they purchase another ticket for any game that has had to be abandoned after it has kicked off.
Refunds for tickets to all home matches are given to supporters provided that the tickets are returned to the ticket office not less than 14 days prior to the advertised kick-off time.
Away Matches (Domestic)
At the beginning of the 2003-04 season, the Club introduced a new priority scheme to reward those supporters who travelled most regularly to watch the team play in domestic competitions. This scheme will continue to operate throughout the current 2013-14 season.
Initially tickets may go on sale to Season Ticket Holders, Official Members or Fan Card Holders who have purchased tickets for a specified minimum number of games played during the previous season. All data covering matches attended by supporters will be held on their season ticket, members' or fan card. Ticket stubs will only be applicable/required if and when requested in any selling notice issued by the Club.
Details of the number of games that supporters will need to have attended will be included on the selling notice issued by the Club for each domestic away fixture.
On any occasion when tickets are still available after all priority sales have been completed then these shall be placed on sale to the general public.
The host Club will always be responsible for setting admission/ticket prices for all domestic away games.
Away Matches (European)
Any supporters wishing to apply for tickets for an away game in any European competition played under the jurisdiction of UEFA must either be a Season Ticket Holder, Official member or Fan Card Holder. The possession of any of these entitles the holder to apply to the ticket office, subject to meeting the qualifying sales criteria, for a ticket (one per person) or to book on an organised trip with a recognised tour operator.
Please note that the Club will endeavor to give supporters the earliest possible notice of any changes that are made to our ticketing policies and the reasons for such changes.
Visiting Supporters to Anfield
Supporters of clubs visiting Anfield can be allocated up to 3,000 seats for Barclays Premier League games in the Anfield Road lower stand. Prices will be the same as those paid by our own supporters for comparable accommodation in the same stand, including concessionary rates. The Club offers tickets for visiting disabled supporters at the same admission prices as home disabled supporters. Similarly, we will offer tickets for visiting visually impaired supporters at the same admission price and with the same facilities as home supporters. Visiting wheelchair supporters will be located with home wheelchair supporters in an area adjacent to those sections reserved in the Anfield Road stand for visiting supporters.
Reserve Team / U21 Matches
Our reserve team / U21 play our home games in the Barclays U21 Premier League at St Helen's Langtree Park, Anfield and the Academy, The Liverpool Way, Kirkby, Merseyside, L33 7ED. For safety reasons some games may be played behind closed doors. We advise supporters wishing to attend any reserve-team fixtures to check the website, www.liverpoolfc.com, for up-to-date information as to whether the match is still being played on the scheduled date as well as to confirm the venue and kick-off time and any admission costs.
It is anticipated that all our home games in the Barclays U21 Premier League will be played at the Academy. However, on occasions it is possible that these matches may have to be rescheduled and played at an alternative venue such as Anfield. Upon a reserve-team fixture being rescheduled, details of such change to the date of a game or venue or kick-off time will be immediately advised to supporters via the Club website and local media outlets.
Due to first-team commitments it is common practice for the reserve-team / U21 games to be rescheduled at relatively short notice. Supporters are recommended to always check that any fixture is being played as announced by contacting either the Club website or the Club on 0151 263 2361 at least 48 hours prior to each game.
Consultation and Information
Regular dialogue and meetings with local community groups.
Four annual meetings with the LFC Supporters' Committee www.liverpoolfc.com/news/latest-news/contact-the-committee.
Meetings with recognised supporters' associations/groups upon request.
A twice-yearly community news brochure.
Premier League supporter panels.
The annual Premier League fan survey.
LFC customer experience surveys, forums and panels which will be ongoing throughout the year.
Details of any major policy decisions or changes at the Club will be published in the matchday programme and on the Club website at www.liverpoolfc.com.
The Club is in regular consultation with former shareholders, sponsors and the local authority. We also consult with members of the local community, residents' associations and organisations concerned with the development and regeneration of the Anfield area, such as the North Liverpool Stakeholders Group, Anfield Breckfield Partnership Forum, Anfield Breckfield Community Partnership, Anfield Breckside Community Council and Breckfield North Everton Community Council. The Club recognises its role as a major investor in the Anfield and Breckfield areas and as such it plays a key role in the regeneration plans for these communities.
All replica strips have a minimum lifespan of one season. Swing tickets are attached to each replica strip stating the season that the strip is in use. Details of the next intended change of kits can be obtained from the Club shop. The Club carries out its obligations under the Barclays Premier League rulebook to prevent price fixing in relation to the sale of replica strips. We offer refunds on merchandise in accordance with our legal obligations.
Liverpool FC aims to partner with best-in-class brands and is committed to working seamlessly with our partners to craft innovative and measurable marketing programmes that consistently meet and surpass their business objectives. The partnerships team is also committed to ensuring that fan reward and engagement is at the forefront of these programmes.
Our current official partners are:
Thomas Cook Sport
Bank of America
Regional Marketing Partners
Courts (Malaysia & Singapore)
Liverpool Football Club is committed to equality and diversity and applies to this to our recruitment process. The Club is an equal opportunities employer and all applicants for employment will be regarded fairly and be given equal opportunities irrespective of their race, religion, gender, sexual orientation, age or disability.
Liverpool FC Foundation
The Liverpool FC Foundation has been working in the Community, both at home and overseas, for over 20 years. Originally developed by former LFC player Brian Hall, the Foundation has helped thousands of young people and adults over the last two decades.
Our goal is to provide opportunities that inspire positive change and help build better futures for people from a range of backgrounds and abilities, regardless of their race, religion, sexual orientation, disability, gender or age. Our programmes provide opportunities to develop life skills, increase confidence, raise aspiration and actively promote health and wellbeing.
Football is at the heart of what we do. Our programmes promote grass roots football across all age ranges, ethnic groups and abilities. We aim to bring young people back into the habit of playing team sports. Football is a fun and healthy activity and we actively encourage everyone to take part, whether they are an individual, a group of friends, part of a youth group or a member of a School Club, we promote Football for All.
Disability and Equality Football Coaching
The Liverpool FC Foundation currently runs two disability football centres, one in Liverpool and one in Wirral. The aim of the programme is to engage young people, with a variety of complex needs, into sporting opportunities to encourage participation, self confidence and independence. The programme also provides a vital network for both the young people and their parents to socialise and forge new friendships with families sharing similar experiences. To find out more or if you would like to take part in this free programme please contact us at LFCFoundation@liverpoolfc.com
We also host regular evening coaching projects that aim to engage young people aged 4-19 from a diverse range of backgrounds. The purpose of the projects is to break down social barriers across our communities and make sport fun for all those who take part.
Liverpool FC Foundation Football College
The Liverpool Foundation Football College provides a full-time unique and innovative learning experience for 16-19 year olds who had not quite made the grade at a professional club or simply have a passion for football and want to pursue their dreams. The programme, based on the Academy model, allows them to achieve GCSE and A-Level and FA Coaching qualifications.
If you would like more information on the college courses please contact them on 0151 724 4983.
One of the Foundation's newest projects is the Military Veterans programme which aims to re-engage ex-service personnel with physical activity and recapture their spirit of service and comradeship. The project also promotes health, education and employment. For more information on the programme or if you would like to take part in this free programme please contact Steve Hollis via email on email@example.com.
Our international programme provides unique opportunities to a diverse range of individuals and community groups. By providing professional coaching clinics, educational workshops and with support from our partners globally we aim to establish a legacy in every country we visit, by delivering and supporting projects that can be sustained over the long term. We work closely with Standard Chartered on their Seeing is Believing campaign and as part of the 2013 LFC pre-season tour legacy the Foundation will also support three charities in Jakarta, Bangkok and Melbourne.
To read more about some of our International visits please read our blog
Our Goal is Better Men's Health
The Liverpool FC Foundation's Men's Health programme aims to improve the lives of men aged 18 years+ through the power of football and the Liverpool Football Club badge.
The Programme was developed in 2005 in response to the high levels of poor health in the local community. Through our extensive partnership agreement with Liverpool Clinical Commissioning Group it aims to tackle issues such as poor diet, obesity, heart disease, low physical activity levels, cancer prevention as well as mental health and wellbeing. The programme offers a wide range of activities to suit everyone including:
- Men's Health Course
- Cookery Courses
- One-Off Health Talks
- Dads & Lads Football Coaching
- Cycling Events
- Take A Stand Comedy Confidence Course
- Educational Opportunities
- Workplace Health Programmes
- LFC NHS Health Trainer Service
For more information on our projects and services please contact Christine on 07999 857272 or email firstname.lastname@example.org
LFC TV recognises the importance of ensuring that no job applicant or employee received less favorable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion. Liverpool Football Club aims to promote a welcoming, inclusive and open environment through all of its activities and interactions, and this message will be further demonstrated through ongoing Equality and Diversity training for all employees. The Club has now adopted the 'Embracing Difference Regardless' strapline for all of our Equality and Diversity activities. This is a Club-wide initiative which will include LFC TV staff. The Club principles of equality outlined above will also be included in our programming and content decisions.
Queries and FAQs
If you have queries on any of our products and services we offer, please visit our Q&A section of our website which can be found at: http://help.liverpoolfc.com
If you do have reason to complain on a matchday, please speak to a steward or a uniformed member of staff. We find that most complaints can be resolved at the time of the initial problem. If your complaint cannot be resolved on the day or is concerning another matter, please contact us at the main club address - Liverpool Football Club, Anfield Road, Liverpool, L4 0TH - by email or call us directly on 0843 170 5000.
We will acknowledge receipt of all email correspondence and seek to respond to any communication within 10 working days, though this may increase during peak periods. Should you be dissatisfied with the response you have received or feel your complaint has not been resolved and refers to a Club specific issue, you can escalate your complaint for final resolution to the Club's Customer Services Manager or, if your complaint refers to a particular competition, with the governing body (the FA, Football League, Barclays Premier League or UEFA). Should you still remain dissatisfied with these responses, you can escalate the case to the Independent Football Ombudsman (www.theifo.co.uk). The Liverpool Football Club Charter outlines our principal commitments and policies, including those for ticketing to ensure transparency and accountability.