Doing what is right for you

When it comes to Bristol City, let’s admit it, we don’t always make rational decisions. Your 2019/20 season card was an emotional purchase where family, friendship, socialising, feeling part of something bigger, the promise, with no guarantee, of moments of joy, brilliance, frustration and pride. That’s why we made the purchase, because we love our Club and its part in our lives.

When weighing up your options on the back of Friday evening’s announcement, we’re encouraging supporters to think about Benik, Fam and Nahki about to be unleashed, Korey’s swivel and Lee swinging the ball boy, Aden disagreeing, Scott cupping his ear, Christian’s injury time winner, Tinman’s arm aloft, and all your other favourite memories made and still to come, and to lose yourself in how you feel about our football team.

We know from social media and from our own discussions as members of the SC&T board that many supporters are unhappy with the way the Club has handled the season ticket refund issue. However, City will always be our Club and for reasons outside of its control, its finances have been badly hit. If you go for Options 1 or 2, you will be helping the Club. But whether you take option 1, 2, 3 or the cash refund, you must naturally do what is right for you.

We know that some supporters are not aware that a cash refund is an option, as it appears only in the Questions & Answers and not as a clear Option 4. The club are saying that the cash refund is available only if requested by midday on Tuesday. We are concerned that many supporters, particularly those without access to emails may get an even shorter time to respond than the three days given to those with email access. We believe that consumer protection affords a minimum of 14 days to request a refund in cash from the day you become aware of these options.

We have therefore been in discussion with the Club on this point and we are encouraging them to apply discretion to requests for a refund in appropriate circumstances. If your request for a cash refund is submitted after Tuesday midday but within 14 days of you receiving notice of the offer you should ask the Club to honour your consumer rights. If the Club refuse to do so and you haven’t used a Robins TV voucher, we will take up your case with them on your behalf.

8 thoughts on “Doing what is right for you

  1. Kirsty Field says

    I have not yet received an email from the club about the 2 season tickets I have for myself and my daughter so I have less time to decide on an option than fans who received their emails yesterday

    • Jon Darch says

      From Jerry, the club SLO:

      If any season card holders are yet to receive the email I can send you the link so you can submit your option. If required please email me slo@bcfc.co.uk or message on Twitter @BristolCitySLO and I’ll send the link. I suggest you also email supporterservices@bristol-sport.co.uk to advise non receipt of the email this will enable us to check why and also help us make sure you get your code should you haven chosen an option qualifying you to receive one.

      • Alison Hamlin says

        I have sent emails to both addresses have not yet received an email with my options on

        Regards Alison

        • Jon Darch says

          Best to wait a while longer. I know that Jerry had 400 e-mails to deal with last night alone. With most of the back-office employees furloughed, they only have a skeleton staff to deal with this. Hopefully you will hear back in good time for the Tuesday deadline.

    • Jon Darch says

      From Jerry, the club SLO:

      If any season card holders are yet to receive the email I can send you the link so you can submit your option. If required please email me slo@bcfc.co.uk or message on Twitter @BristolCitySLO and I’ll send the link. I suggest you also email supporterservices@bristol-sport.co.uk to advise non receipt of the email this will enable us to check why and also help us make sure you get your code should you haven chosen an option qualifying you to receive one.

  2. Sara Jones says

    We have 2 under 12 season ticket holders… What are their options? Can they get a partial refund?

    • Jon Darch says

      I believe that they can get a partial refund, yes. This extract from the club website doesn’t say that anyone is excluded from the refund offer:

      “Q. None of the above options are suitable, can I have a refund instead?

      A. If you would like a pro-rata refund please email bristolcityrefundSCH@bristol-sport.co.uk no later than midday, Tuesday, June 16th. Please note you will need to email separately for each Season Card refund requested and include details of your Supporter I.D. Beyond this date any supporters we do not hear from will automatically receive Option 1 from the choices above. Please note by receiving a refund you will NOT receive free access to City’s remaining matches in 2019/20 via Robins TV. Should you choose the pro-rata refund option you will forego your status as a season card holder and all associated benefits for the current season.”

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