Latest Ticketing News

West Ham United were delighted to welcome back 2,000 supporters for our home match with Manchester United on 5th December 2020. Since then, the Government has introduced new Covid-19 restrictions in London in order mitigate the spread of the virus, meaning supporters will, regrettably, not be able to attend matches in the capital until further notice.

Any Season Ticket Holders who were successful in the ballot for the visit of Crystal Palace on 16th December will automatically be allocated a ticket for the next home Premier League fixture when at least 2,000 supporters are permitted to attend. We will be in touch with supporters personally by email at the appropriate time.

When supporters are permitted to attend matches once again, we anticipate that it will occur gradually and in stages, and we will continue to see a limit to the number of supporters inside all stadiums across the country under Government regulations. However, of course we hope that it won’t be too long before we can once again see you back regularly at London Stadium, once again providing the team with your superb support in person.

We will continue to use the ballot system in order to allocate tickets in general admission areas to our Season Ticket Holders, for matches where there is a limit to our stadium capacity. Club London members should contact their account manager for further information.  

As always, we welcome and value your feedback, and our Ticketing and Supporter Services teams continue to be available for you to contact. We take note of all the feedback supporters provide to us, using your calls, emails, letters, survey responses, tweets, and of course the discussions we have with supporters’ groups, to form a measured understanding on any views and suggestions relating to Club policy and services. Your feedback helps us to identify the matters that are most important to the fanbase, so get in touch! We want to hear from you.

Thank you for your patience and understanding in these unprecedented times.

• Is the ballot system fair?

At the time of writing, when supporters are permitted to return to matches, we would expect to see a maximum of 2,000 tickets available to us under current Government guidelines. Sadly, the demand for tickets far exceeds supply. 

We appreciate all of the feedback received to the Club and have created new channels for supporters to be able to contact us directly and share their views. We know it is not possible to keep everybody happy in these circumstances, and so our only aim is to provide the fairest process across the board for our supporters. The Club has chosen to implement a ballot process for Season Ticket Holders, drawn entirely at random. There are ring-fenced ticket allocations available to Season Ticket Holders, Club London members and Bondholders.

Ticketing processes for Season Ticket Holder and Bondholder applications are treated separately in line with their respective ticket allocations.

To ensure fairness, Season Ticket Holders who are successful in applying for a ticket to a match will not be able to join the ballot for future matches until all Season Ticket Holders have secured a ticket to a game.

Following consultation with the Executive Bondholders Committee regarding the ticket allocation for Bondholders, we have implemented their request to enable Bondholders to purchase a ticket from their allocation on a first-come-first-served basis. All tickets are strictly subject to availability.

We recognise that there are many different ways to apportion tickets amongst our various membership schemes and both our Ticketing and Supporter Services teams continue to speak with supporters over this challenging period about our ticketing system.

• Why do Season Ticket Holders, Club London members and Bondholders receive separate allocations of tickets in the ballot?

Ticket allocations are distributed proportionately amongst Season Ticket Holders, Club London members and Bondholders based on the demand for each membership scheme, with allocations assigned to specific areas within the stadium in order to maintain social distancing and the Covid-19 guidance issued by the Sports Ground Safety Authority (SGSA). For any matches played with a capacity of 2,000 supporters, we will open the West Stand and Billy Bonds Stand Lower Tier.

Our largest membership base are our Season Ticket Holders and therefore, the ticket allocation assigned to them covers our largest stand – the Billy Bonds Stand Lower Tier. Bondholders are allocated a very small number of tickets, proportionate to their membership base, also in the Billy Bonds Stand Lower Tier. Club London members require access to our hospitality areas and are allocated tickets in the West Stand. Any supporters using our wheelchair accessible spaces are allocated tickets in the West Stand Upper Tier.

• I’ve been unsuccessful in both the Manchester United and Crystal Palace ballots. When will I be successful? 

With only 4,000 tickets available in total across those two matches, we appreciate that the vast majority of Season Ticket Holders will have missed out so far. We understand that there is no perfect solution for everyone while we have such a limited number of tickets available, however, we hope to see capacities increase as soon as it is safe to do so.

In order to increase your chances of securing a ticket to a game, each Season Ticket Holder who has been successful will not be able to apply for future matches until all other Season Ticket Holders have been successful for one game. To ensure fair process, the Season Ticket Holder ballot is drawn entirely at random for each game, taking into account your household bubble.

Ticketing processes for Season Ticket Holder and Bondholder applications are treated separately in line with their respective ticket allocations.

Following consultation with the Executive Bondholders Committee regarding the ticket allocation for Bondholders, we have implemented their request to enable Bondholders to purchase a ticket from their allocation on a first-come-first-served basis. All tickets are strictly subject to availability.

• I have been successful in the ballot for the Crystal Palace match. What happens to my ticket?

Any Season Ticket Holders who were successful in the ballot for the Crystal Palace home match will automatically be allocated a ticket for the next home Premier League fixture when at least 2,000 supporters are permitted to attend. We will contact you personally by email with further information at the appropriate time.

If you were initially successful in the Crystal Palace ballot and subsequently withdrew your availability to attend the match owing to a Covid-19 related option, then you will be automatically assigned a seat for the second match after supporters are able to be admitted. This ensures that we are able to accommodate supporter numbers within a restricted capacity.

• Will the system change?

At this time, we do not anticipate any changes to the ballot system while matches are played with a limited number of supporters in attendance. However, we are listening to and noting feedback from supporters through phone, email, letters, social media and by consulting several West Ham United supporters’ groups in regular meetings, with the assistance of the Football Supporters’ Association.

We will of course continue to monitor the ever-changing situation and the guidance issued by the Government and authorities and will work with our supporters every step of the way.

• I am not receiving emails from the Club. How do I fix this?

We are contacting all of our Season Ticket Holders, Club London members and Bondholders directly and even more frequently during these challenging times to ensure that you’re the first to hear from the Club on any of the latest and most important information.

We kindly ask that you check your details are correct and up-to-date on your West Ham account, including your name, address, email address and telephone number.

1. Check your details are correct and up-to-date by logging in to your West Ham account

2. Edit your preferences on your West Ham Account to ensure you are opted into ticket information and club news 

3. Add westhamunited@communicatoremail.com to your list of known/safe senders

4. Check your spam/junk folders. If the email has been sent there, you can mark the email as a known/safe sender

5. If you have unsubscribed, please follow the link to re-subscribe here

If you have tried all of the above steps, email supporterservices@westhamunited.co.uk and we can look into this for you. If it is not possible to identify the issue, we will run some tests to ensure you start to receive emails from us again as soon as possible. Your patience and understanding is appreciated.

• I have been unsuccessful in the ballot. Will I receive a refund?

If you are unsuccessful in the ballot, we will email you a form on a match by match basis to give you the choice of selecting a cash refund or Club Cash credit. If you wish to receive a refund to your original payment method, this will be processed automatically 30 days after each fixture, and you do not need to declare this to us.

• I’ve been successful for one match. How will I know when I’m due to enter the ballot again?

We will make contact with all Season Ticket Holders personally by email to advise if you are to be entered into the ballot for each match.

Season Ticket Holders who are due to enter the ballot will first receive an email with an option to declare themselves exempt from entering the ballot for the fixture.

If you have already been successful, we will continue to keep you updated as to when you will enter the ballot again in the future. 

Hammers Help Centre

For further information visit the Hammers Help Centre. You may find the answer to your question on the Help Centre, our 24/7 self-service portal designed to provide help to supporters on a broad range of topics.

Alternatively contact us at:

Email: supporterservices@westhamunited.co.uk 

Twitter: @westhamhelp

Online: Hammers Help

If your question is for a specific department, you can find their contact details here.

Please note that Supporter Services and the Ticketing team are available to contact from Monday to Friday, 09:00 – 17:00. Christmas and New Year opening hours are listed below:

Date

Opening Hours

Monday 21st December 2020

9am-5pm

Tuesday 22nd December 2020

9am-5pm

Wednesday 23rd December 2020

9am-5pm

Thursday 24th December 2020

9am-3pm

Friday 25th December 2020

CLOSED

Saturday 26th December 2020

CLOSED

Sunday 27th December 2020

CLOSED

Monday 28th December 2020

CLOSED

Tuesday 29th December 2020

CLOSED

Wednesday 30th December 2020

9am-5pm

Thursday 31st December 2020

9am-3pm

Friday 1st January 2021

CLOSED

Saturday 2nd January 2021

CLOSED

Sunday 3rd January 2021

CLOSED