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FAQ

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Here are some frequently asked questions to guide you and help you make the most of your new Scarlets season membership package in 2015/16.

SEASON TICKETS

Is there an early bird price this year?
There is an early bird price this year, which is available until May 30th, 2016. Half Season Tickets will become available later in the year.

How do I renew my Season Ticket?
If you have previously purchased tickets online, click the Renew Season Ticket option in the main navigation menu at the top of the page and follow the on screen instructions to renew your season ticket. If you are not already logged in, you will be prompted to do so. If you have not yet purchased online then we will need to set up your account for online use, to do this please call the ticket office on 0871 871 8088. Please note that not all products are available for online renewal including special discounts. For all out of hours support please email
seasontickets@scarlets.wales and we will do our best to get back to you as soon as possible.

When will any non-renewed seats at Parc y Scarlets become available to purchase?
The renewal period for existing season members ends May 30th 2016. Any seats not renewed after that date will be released on general sale on a first come first served basis.

What is the difference between Standard and Premier seating?
Premier seating is closer to the half way line and as such has a more central view of the pitch. Standard seating starts at £205 with a conventional stadium/theatre pricing band that values "better" seats at a slightly higher level thereafter.

Can I upgrade my package for increased benefits but keep my same seat, which is outside the seating areas that include benefits?
Unfortunately we are unable to mix and match benefits and seats, the season ticket packages are designed and costed based on their location in the ground and as such have to be fixed. We have worked hard this season to give as much flexibility and as many added benefits as possible to ensure value for money and a series of price points to suit a range of supporters pockets and needs. All bars, lounges and entertainment areas at Parc y Scarlets have set capacities that we are not able to exceed on strict health and safety and licensing grounds which are there to ensure the safety and comfort of all our supporters.

Where can I get a Season Ticket application form?
Every household who purchased a half or a full season ticket last season will receive a renewal pack and we are encouraging all supporters to renew online wherever possible. Forms can also be filled in at the ticket office.

MATCHDAY

What will the match day prices be?
The structure of general sale tickets has been changed for 2016/17 click here for further information.

What age range is included in junior price?
Children under the age of 5 gain free admission. 17-21 can take advantage of our YAFTS (Young Adults and Full Time Students) price bracket too.

Can I buy a pass for The Heart & Soul on match days?
Priority is given to supporters that have The Heart & Soul access as part of their package which this season includes Stradey and 1872 Season Ticket holders. Should there be any of the allocation free we may release passes later in year. If you are interested in going on a list for allocation should any become available please leave your details at the ticket office.

Where are my tickets?
Tickets purchased up to 3 days before a match or event will be sent to you directly.

For tickets purchased less than 3 days before an event then please be aware that the last postal date is 3 working days prior to the event. All tickets booked after this time will be held for collection at the ticket office. If you are buying online or on the phone, please allow at least 12 hours before collecting your tickets, however we would recommend you pick them up on the event day itself. Tickets collected on an event day itself will be available for collection three hours before kick-off/event start time.

We urge those customers that are collecting to do so at least an hour before kick-off/event start.
If you plan on purchasing tickets on an event day, the ticket office opening times vary depending on kick off/event start time, please call 0871 8718088 for current opening times. We recommend purchasing your tickets in advance of event days to avoid queues.

Can I order tickets without using the website?
Yes, you can order tickets by phone by calling the ticket office on 0871 871 8088. We suggest you book your tickets as early as possible to give you the best choice of seats in the stadium.
You can also purchase tickets in person at any time during ticket office opening hours. These hours are generally Monday to Friday, 9am to 5pm. Match day opening hours may vary depending on the time the event is due to start.

Is this service safe?
Yes. All order information is collected by our secure server. Our secure server software (SSL) encrypts all your information before it is sent to us. This means that unauthorised persons cannot access it and once your order is completed.

Is my seat undercover?
This depends on the wind direction. Generally, seats in the upper and middle section are covered.

Is the stadium accessible for all?
Yes, Parc y Scarlets has extensive wheelchair and easy access facilities, to book please contact Debbie in reception on 01554 7983 900. The wheelchair section is located in N99 North block.

OTHER QUESTIONS

Where are Scarlets programmes available from?
Scarlets programmes are sold on matchday from our programme sellers and designated locations (up to 2 hours before kick-off). Sellers can be located at the Main Entrance Gate, East Entrance Gate, BT Sport Arena and in the stands on bigger games. The Ticket Office, Scarlets Store and Scarlets Trailer also have programmes available to buy. You can also download a digital programme to your phone or tablet by visiting the app store and searching 'Scarlets Official'. If you're using the latest Apple operating system, the programme will appear under the 'Newsstand' icon.

Will there be a Clwb Cochyn this year?
Yes, however we have re-branded it to CiC Membership. Hatch, paw, claw your way into the Scarlets family - join the new membership club CiC today! Click here for further details.

Are you forming a new Scarlets Supporters Association?
No, the Scarlets have a very well supported and thriving Supporters Trust in existence called Crys16. We work closely with Crys16 to provide support for their events throughout the season and consult with its membership on key new initiatives at the region. We are very grateful for their feedback and support and look forward to working with them during an exciting new season. We do have our own supporter's package for next season as part of the season ticket offer that will allow access to exclusive Scarlets events and offers. For more information and contacts please visit http://www.crys16.co.uk/.

The event's been cancelled or postponed. Do I get my money back?
Unfortunately due to unforeseen circumstances, there is always the possibility that events may be cancelled or postponed. We will always try to contact you by email or telephone as soon as we are aware of any such cancellation or postponement. When an event is cancelled you're entitled to a refund to the face value of the ticket within Terms and Conditions.

I'm under 18 years old. Am I allowed to go to events sold on your website?
Some events impose an age restriction. If an event is specified as for over 18's only, no refunds will be issued to ticket holders under the age of 18. We recommend checking with the ticket office directly before booking if you are in any doubt.

Is there a booking fee for tickets?All bookings by post or phone are subject to a £1.50 booking fee. Bookings made online and in person will not be subject to the booking fee.
Please be aware that when paying by credit card a fee of £1.50 will be applied to all transactions over the phone and in person. When purchasing online the fee is £1 per ticket.

Do you send tickets outside the United Kingdom?
Yes, we do process orders from outside the UK. We can send tickets overseas but please ensure that you've left enough time for your tickets to get to you before you leave for the UK. We however recommend that for international orders you choose to collect your tickets from the ticket office directly, just in case.

How do I change the address to which my tickets are sent?
Please contact the ticket office on 0871 871 8088 to change any details we hold for you. We would advise having as much booking information as possible to hand when making a query.

What do I do if I lose my ticket before the event or forget to bring it with me?For lost season tickets and member cards please contact the ticket office at least 48 hours in advance of the event (if possible) by contacting tickets@scarlets.wales or calling 0871 871 8088.

If you have forgotten your ticket you will be able to get a replacement for the day. Please visit the ticket office to arrange this. We would advise having as much booking information as possible to hand when making a query.

Is your question still unanswered?
If you feel that your question is still unanswered please contact us by phone on 0871 871 8088, email tickets@scarlets.wales or visit us directly during the ticket office opening hours and we'll try to help. We would advise having as much booking information as possible to hand when making a query.

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