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Frequently Asked Questions

If you're stuck for an answer to a question then you've found the right place. Below you'll find a range of frequently asked questions that we've tried to answer for you. If for some reason you can't find what you're looking for then it might be worth having a look at one of the following:

If this still doesn't answer your query, please find various contact details online here. One of our team will be pleased to help you.

For step by step help on a number of ticketing topics, please consult our 'How to' guides

Q: Can I buy Match Tickets online?
A: Match Tickets are sold online, however eligibility criteria will apply for most games.

Q: How do I log in to my account online?
A: You can log in here to your account.

Q: Which ticket category should I buy?
A: You should purchase the ticket that reflects your age as of 1 August in the given season. Our ticketing categories are as follows:

Adult - 25-64
Seniors - 65+
Young Persons - 18-24
Juniors - Under 18

Q: Can I purchase a ticket in the Away Stand at the stadium?
A: Please contact the visiting club's Ticket Office, they will issue all tickets for the Away Stand.

Q: How can I choose my seat online?
A: Once you are logged into your account and have chosen a particular game, choose the "Click here to select seats" button. This will take you to the stadium plan; here you can choose the stand, block and seats required.

Q: How can I buy a Family Area Match Ticket?
A: To purchase a Match Ticket in the Family Area, you must be accompanied by a Junior. Most of the tickets in the Family Area have been sold to Season Ticket Holders but there may be limited Match Tickets available. 

Q: When the Club uses Ticket Access Points to help manage access to tickets, can we purchase on behalf of our Friends and Family?
A: Fans who qualify (via their TAPs) will be able to Match Tickets for fans in their Friends and Family group who also qualify. For example, if fans need 2,000 Ticket Access Points to buy on the first day of sales and fan A has 2,200 TAPs and five other fans in their Friends and Family group; two of whom have 2,000+ TAPs and three have less than 2,000 TAPs. Fan A can therefore buy three Match Tickets – one for each of the people who have 2,000+ TAPs. If Fan A wants to buy for himself and all five Friends and Family in one group then he/she will need to wait until the fan with the lowest number of TAPs qualifies for access.

Q: What do I do if I don't know my login details?
A: If you do not know your login details and you know you have an account, please DO NOT register a new account as this may result in your Ticket Access Points for purchases being split between two accounts. Call or email the Box Office at tickets@brentfordfc.com with your name, address and fan number – you will then be sent temporary login details to access your account.

Q: Why can't I log in and buy tickets?
A: This could be for a number of reasons. The most likely reason is that you do not meet the criteria to purchase, i.e. you are not a Season Ticket Holder, Member or do not have required number of Ticket Access Points to purchase at that particular time. If that's not the case please do contact the Box Office on 0333 005 8521.

Q: How do I change Adult rate to Senior or Junior in the basket?
A: Select the drop-down menu where it says Adult, you'll see other options there. Select the one you require and update the basket. You should see the price and ticket type change.

Q: In my basket, it says "one or more customers do not qualify" what does this mean?
A: This means either you or someone in your Friends and Family group do not meet the criteria to buy tickets for that game. You will need to remove the ticket for those that do not qualify from your basket in order to proceed with your purchase.

Q: How many tickets can I buy?
A: Most games this season will be restricted to one Match Ticket per Member. There may be some cup games where this rule is changed - more details on those will be provided at the time.

Q: Will the Club be issuing new Season Ticket Cards ahead of the 2021/22 season?
A: Yes. The Club will issue new cards to all Season Ticket Holders and Club Members. 

Q: I have lost my Season Ticket Card. What should I do?
A: If you have lost your Season Ticket Card, you'll need to get a new one which incurs a £10 admin fee. We will process and upload all the fixtures onto your new Season Ticket Card. If you come along to the Box Office on the day of the game and haven't previously informed us you have lost your Season Ticket Card, there is a £5 admin fee for issuing a replacement ticket for that game together with the £10 admin fee for a replacement card. It is best to advise us at least 48 hours before a game if you have lost your Seson Ticket Card to minimise fees. If however, your Season Ticket Card has been stolen and you can provide a police report number, we will replace it for free.

Q: On a matchday, I left my Season Ticket Card at home, or I forgot my print at home ticket, will I be charged extra to gain access to the match?
A: In this situation, you will need to visit the Box Office to obtain a paper ticket to enter the ground. All reprints incur a £5 admin fee.

Q: Can I change my Season Ticket to another age bracket?
A: Yes. The best way to do this is to call the Box Office at least 24 hours before a game. A new Season Ticket Card will be issued in replacement after paying an upgrade fee, which can be collected or posted for a £1 fee.

Q: Can I upgrade a Season Ticket to a different category for a particular game?
A: Yes, you can upgrade a Season Ticket to a different category e.g. if an Adult is attending for a particular game instead of a Junior. Please call the Box Office on 0333 005 8521, Monday to Friday from 10am to 4pm to arrange an upgrade. Please note, that the person attending will need to print a Match Ticket for the game - you will not be able to access the stadium using the Season Ticket Card in this instance. 

Q: When will home games go on sale?
A: Initially fans will receive information via the Club's online communication channels advising of Match Ticket details and specifically when tickets will go on sale to different types of ticket purchasers (i.e. Season Ticket Holders, Club Members, Previous Purchasers). We'd also recommend you check your email preferences to ensure that you have opted in for club communications by email and mobile. We aim to have Match Tickets on sale around six weeks before each game where possible.

Q: When will away games go on sale?
A: As soon as we have any information regarding Match Tickets from the away club, we will inform fans via the Club's owned digital channels. You can see all games that are now on sale here.

Q: I've booked online, how will I receive my ticket?
A: Please check the fulfilment section on your e-mail confirmation. This will tell you if your ticket has been uploaded to your Brentford Card (Club Members only), is being posted, held for collection or if you chose an e-ticket to print at home.

Q: I am from overseas, how do I receive my ticket?
A: If you have an address outside the United Kingdom your ticket will be left for collection at the Ticket Office (located on Braemar Road); on non-matchdays from Monday-Friday (10am-12pm and 1pm-4pm), midweek matchdays 6pm until kick-off and weekend matchdays 10am until kick-off. Ticket collections are from the Collection Point in Braemar Road in front of the Ticket Office.

Q: When is the Box Office open?
A: The Box Office telephone line (0333 005 8521) is open from 10am - 4pm Monday to Friday. The Box Office will be closed Monday-Wednesday when there is non weekend (3pm kick-off) and 10am - 10pm for mid-week games (7.45pm kick-off).

Q: Do you have any car parking available on matchdays?
A: We are unable to offer on-site car parking (other than very limited spaces for disabled parking). However, we are working with a car parking partner, Event Support Team to offer car parking at nearby locations. Please click here for more details and to book parking. Please note that additional car parks may be made available once those closest to the stadium have been filled so please check back nearer kick-off for further availability.

Q: I want to get the train to Brentford, where do I go?
A. The closest raillway station to to the stadium is Kew Bridge, which offers South Western Railway services into Waterloo. Alternatively, if you are planning to travel on the London Underground the closest stations are Gunnersbury (District Line and London Overground) and South Ealing (Piccadilly Line). More details are available in our Fan Guide and you are advised to always check for the latest timetables at tfl.gov.uk (or on other travel information apps or websites).

Q: Who do I need to contact for disabled tickets?
A: Please either call the Box Office on 0333 005 8521 or email us at accessibility@brentfordfc.com and we will be happy to assist you.

Q: What is a booking/purchasing history?
A: This is a record of past ticket purchases made online, over the telephone or in person from the Box Office.

Q: How can I print off my e-ticket/print-at-home ticket?
A: When you receive your email receipt, attached to that is a PDF file, this file is your match e-ticket. You can identify this as it has a bar code which is required for entry into the stadium. You will need to print this page and bring it with you to the stadium on matchdays.

Q: Can I collect my Away Match Tickets at the Away Club on matchdays?
A: This varies from Club to Club, typically these need to be collected from our Box Office or be posted to your home address.

Q: I have purchased a home Match Ticket and now find out I cannot make the game, can I get a refund?
A: All home Match Tickets are non-refundable unless the fixture is postponed or abandoned.

Q: How do I add Friends and Family?
A: Log in to your ticketing account and select "Friends and Family" under the Account Summary list on the right-hand side of the screen. Select ‘New’ to add a fan to your Friends and Family. If they are an existing fan with a fan number, you will need to enter this and their surname in order to add them. If they are a new fan without a registered account, you can add and register them under the New Contact option.

Q: How do I check how many Ticket Access Points I have?
A: TAPs can be viewed in your account summary when you first log into your account.

Q: Why didn't I get the rest of my Ticket Access Points, I purchased more than one ticket?
A: You only receive Ticket Access Points for one Match Ticket per game. If you are buying for others who are Members, you need to ensure you allocate the Match Tickets to their accounts too, to ensure the correct Ticket Access Points are added. This cannot be amended after the purchase has been made.

Q: I chose for my Match Tickets to be collected, can I change that to print at home?
A: No, once you have picked either post or collect, we cannot reverse your order unless we refund your purchase.

Q: What is a restricted view seat?
A: "Restricted view" is where you are able to watch the match but the view of one or more of the goals is obscured. These tickets are priced accordingly, with a discount on the advertised face value for that area. Restricted view tickets will only become available once all unrestricted view tickets have been sold. Ahead of booking, please contact the Box Office directly if you would like information on any specific view in the stadium. Call us on 0333 005 8521 or email tickets@brentfordfc.com.

Q: What is the Club's Ticket Exchange?
A: It's a service we offer to Season Ticket Holders who are unable to attend any Sky Bet Championship home games. Season Ticket Holders can release their seat using the Ticket Exchange and that seat will be made available for other Brentford supporters to purchase online once the home areas of the stadium are sold out. Tickets on the Ticket Exchange are offered in the first instance to Club Members before being released on general sale. However, there is no guarantee that the seat will be released by the Club or will be purchased if released.

Q: How can I find out if the seat I released via the Ticket Exchange has been sold for a specific match?
A: You will receive an email informing you that your seat has been sold on the Ticket Exchange. 

Q: How much credit will I receive against the cost of my Season Ticket next season if my seat is sold on the Ticket Exchange?
A: When you put your seat onto the Ticket Exchange, your credit will be displayed in your "Resale Summary".

Q: I released my seat via the Ticket Exchange but it hasn't been sold. Will I still receive a credit against the cost of my Season Ticket next season?
A: No, credit towards your Season Ticket for the next campaign will only be applied if your seat is sold.

Q: How do I release my seat via the Ticket Exchange?
A: Please read the Ticket Exchange 'How to' Guide for a step-by-step guide to using the Ticket Exchange.

Q: Can a disabled supporter return their seats via the Ticket Exchange?
A: Yes, disabled Season Ticket Holders are able to return their tickets via the Ticket Exchange. This can be done until kick-off on matchday. Please visit the Ticket Exchange online and follow the seat release instructions. Alternatively, contact the Box Office on 0333 005 8521 and one of our team will be happy to assist you.

Q: I have released my seat via the Ticket Exchange for a game I now want to attend, what do I do?
A: If your seat is still available, you can re-book it by logging in to your online account and selecting 'My Tickets' from the menu on the top right side of the screen. Find the game you want to attend and click 'Cancel Resale' to remove your seat from the Ticket Exchange. Alternatively, please contact the Box Office on 0333 005 8521 and one of our team will be happy to assist you.

Q: I have released my seat on the Ticket Exchange for a game I now want to attend but my seat has been sold, what do I do?
A: You will need to purchase a Match Ticket (subject to availability) at full price. You will not be able to get your seat back for this particular match once it has been sold via the Ticket Exchange.

Q: I originally released my seat via the Ticket Exchange, but then changed my mind and purchased an alternative seat as my seat had already been sold. Will my card be activated for that match?
A: No, you will be issued with a paper Match Ticket.

Q: If I don't renew my Season Ticket can I redeem my Ticket Exchange credit for cash or transfer to another Season Ticket?
A: Ticket Exchange credit can only be redeemed by renewing the Season Ticket on which that the credit was earned. Ticket Exchange credit cannot be redeemed for cash or transferred.

Q: What’s included in my Season Ticket?
A: Season Tickets at our new stadium provide access to all home league matches, plus priority access to away league games and all cup games and priority access to additional home Match Tickets (after Club Members have bought their own ticket/s – subject to availability). Season Ticket Holders will also receive exclusive Match Ticket offers for friends and family and exclusive discounts and benefits.

Q: Will there be anything special to mark the first Season Ticket Holders?
A: Buying a Season Ticket in our first season at our new stadium will give you ‘From Day One’ status. These Season Ticket Holders will be recognised by name at our stadium.

Q: Will there be any more Season Tickets going on sale for the 2021/2 season?
A: We have taken the decision not to sell any more Season Tickets for the 2021/22 season. This will enable us to have a good number of tickets on sale on a match-by-match basis for Members and is also a prudent decision in the light of the recent restrictions on ground capacity.

Q: If I don’t like my seat after a few matches, will I be able to move?
A: We tried to provide as much information and support as possible to help and advise fans on where to sit when they bought their Season Ticket. Prior to renewal next season, we will have a period of time where seat moves can be requested but it is likely that availability will be extremely limited. 

Q: If I want to bring along a friend, is there a way for us to sit together?
A: It won't be possible to move your Season Ticket for a particular match. Most of the available Match Tickets for this season will only be available to Members so your friend would need to become a Member to have a good chance to be able to buy a Match Ticket.

 

 

Premium Season Tickets details

Q: What is a Premium Season Ticket?

A: Premium Season Tickets are the first Season Tickets available to purchase at our new stadium (excluding Hospitality). On our stadium map here, they are located in blocks S103, S104 and S105 (in dark blue) and referred as Band P. Premium Season Ticket Holders will get exclusive access to the Dugout and more information including benefits and prices can be found here

Q: What is the Dugout?

A: The Dugout is an exclusive sports bar concourse for Premium Season Ticket Holders with a dedicated entrance.  There will be lots of TV screens in the concourse area so you can stay in touch with all the action from other matches and watch the build-up to the game and there will be plenty of food and drink options available.

Q: Will the Premium Season Ticket area be corporatein feel?

A: We expect most of the Premium Season Ticket area to be sold to existing fans, so it won’t have a corporate feel. It will however offer an enhanced matchday experience in terms of the comfort of the seat, location of seat and the sports bar concourse.

Q: Are there options for disabled fans in the Premium Season Ticket area?

A: Yes, we will have options for fans with disabilities and special access requirements in all parts of the ground. Please contact a member of our Reservation Centre team when you receive your appointment time and they will be delighted to assist you.

 

Sales process

Q: Who can buy a Premium Season Ticket?

A: Premium Season Tickets are available to existing Season Ticket Holders who have expressed an interest in buying before they go on wider sale to other fans on the waiting list (if tickets are still available). It’s very important to ensure you are on the list if you are interested in buying a Premium Season Ticket so please make sure you join the list here if you haven’t done so already.

Q: When can I buy my Premium Season Ticket?

A: Premium Season Tickets are now on sale. Existing Season Ticket Holders who have expressed an interest in buying a Premium Season Ticket before the deadline on Friday 27 September* will be contacted by email with an appointment time to come into our Reservation Centre to discuss and buy Premium Season Ticket/s.

*Note: it’s still possible to join the list after this date but your appointment time may be delayed as appointments may have already been allocated.

Q: When will my appointment be? Why haven’t I heard anything yet despite registering my interest online?

A: To ensure the process is as fair as possible and rewards our most loyal fans, appointments will be offered to fans in the order of how many seasons you’ve been a Season Ticket Holder. Those who’ve been with us for 8 consecutive seasons or more will be invited in first, followed by those who’ve been with us for 7 seasons and so on. Within those groups, appointments will be sequenced by the number of Ticket Access Points you have.

Q: When will the Reservation Centre be open?

A: Appointments will be offered at the Reservation Centre at the following times:

  • Monday, Tuesday, Wednesday, Friday – from 10am to 6pm
  • Thursday – from 10am to 7pm
  • Saturday – 10am to 4pm on non-matchdays (10am to 1pm on matchdays)

Q: I’m not sure how long I’ve been a Season Ticket Holder for – can I find out?

A: We are contacting fans on the Premium Season Ticket waiting list to let you know which group you will be in. (Season Ticket Holders who are not interested in upgrading to Premium Season Tickets will be contacted prior to all other Season Tickets going on sale at the new stadium in January 2020). 

Q: What happens if I can’t make my appointment time?

A: If you can’t make the appointment time you are allocated, please contact our team at the Reservation Centre as soon as possible so that we can rearrange this with you. (Contact details will be included in the email you receive).

Q: It’s not convenient for me to go into the Reservation Centre – can I buy my Premium Season Ticket over the phone?

A: We’d like to encourage fans to come into the Reservation Centre if at all possible so we can take you through the process face-to-face but if that’s not possible, we can arrange for your appointment time to be managed over the phone.

Q: How many Premium Season Tickets can I buy?

A: We want fans to be able to sit with friends and family – and also to encourage fans to bring along new friends and family to join us at our new stadium. Existing Season Ticket Holders will therefore be able to buy Premium Season Tickets on a ‘you plus two’ basis (subject to availability*). This will allow you to team up with others that you want to sit with, up to a maximum group size of 12 – assuming your group contains at least four Season Ticket Holders.**

*This will be strictly monitored and we reserve the right to amend this policy should sales exceed expectations. **Note: the make-up of your group may impact on where you can sit – larger groups with more new fans will need to move to less central locations to ensure that longer term fans are not unfairly displaced.

Q: What do I need to do now to make sure I’m in the queue for Premium Season Tickets?

A: The most important thing to do right now is to ensure that you have registered an interest in buying Premium Season Tickets here. It would also be a good idea to start thinking now about who you want to sit with and appoint a group leader if there are several of you in your group (ideally the person who has been a Season Ticket Holder the longest and who has the most Ticket Access Points as they will receive the earliest appointment time).  And make sure that your contact details are all up to date (particularly your mobile number) so that our Reservation Centre team can make contact easily.  

 

Payment information

Q: How much do Premium Season Tickets cost? Are there any concessions?

A: Adult Premium Season Ticket Holders are available for £690.  There is one concession price for Seniors, Young Persons and Juniors. Full details are provided here – Premium Season Tickets are Band P.

Q: When do I need to pay for my Premium Season Ticket?

A: To secure your seat, you will need to pay a minimum non-refundable 25% deposit, with the remainder of the payment due by 31 May 2020*.  You can choose to pay the 75% balance in three monthly instalments at the end of March, April and May if you prefer and you can also choose to pay the full amount of your ticket when you secure your seat. *Future payments will be automated and will use the card details given you pay your deposit.

Q: If I’m in a group, will I need to pay the deposit for all members of the group?

A: It’s not necessary for all the members of the group to attend the appointment at the Reservation Centre, but we will need to be able to take the 25% deposit for all members of your group so they should be prepared to take a call from one of our Reservation Centre team to process this payment during your appointment. The outstanding balance for tickets will then be managed directly with each individual.

Any other questions?

If you have any outstanding questions, please complete the form below or email us at enquiries@brentfordfc.com and we will get back to you as soon as possible.

Q: Do you have disabled parking available for Premium members

A: We have a limited number of disabled spaces, please contact our Premium Services team on premiumseating@brentfordfc.com or 0208 380 9930

Q: What time should I arrive?

A: Enter via Entrance C, lounges will open 2.5 hours before KO

Q: What is the dress Code?

A: The dress code within our premium lounges is smart casual. Smart denim is permitted. Football shirts/kits are prohibited in Oxford & Cambridge but allowed in all other areas.

Q: Where do I collect my tickets from ?

A: Any additional or reprint tickets will be ready for collect at Entrance C from our Matchday hosts, 2.5hrs before KO

Q: Can I make any special requests?

A: Please get in touch with any special requests you have for the day on premiumseating@brentfordfc.com or 0208 380 9930

Q: Can Brentford FC cater for special dietary requirements?

A: Brentford Football Club do cater for all dietary requirements, please make a premium services team member aware of any dietary requirements you may have before the matchday on premiumseating@brentfordfc.com or 0208 380 9930

Q: Can I leave the stadium during the match and return back in ?

A: There are no re-admissions permitted

Q: What time are the lounges open

A: The lounges will open 2.5hrs before KO and close 1hr after the final whistle (last orders 40mins after final whistle)

Q: If someone else is using my Premium Seat can I pay for their food and drink ?

A: Available in Railway and Orchard lounges only. You can pre book a food package for them which includes a two course chef’s table pre match meal with unlimited drink (beers, wine and soft drinks). Sweet refreshment with Tea/Coffee at full time.

Q: I’ve lost my Premium seat card/lanyard what do I do?

A: Make contact with the Premium Services team on premiumseating@brentfordfc.com or 0208 380 9930 and they can make arrangements for you. If it is on a matchday, please email straight away and the team can arrange a replacement for you which can be collect from Entrance C

Q: Can my season ticket friends come into the lounge post match?

A: The lounges are for exclusive use for Premium members but if you did want to meet them in the dugout bar area on level 1 will open the doors to all post-match

Q: How do I transfer my ticket to a friend/colleague/client for a game?

A: This can be done via our ticketing website. An E-Ticket will be sent directly to them so no need to hand over your card.

Q: What food options and prices are available if I pre book ?

A: Available in Railway and Orchard lounges only. You can pre order a meal package which includes an allocated table for dining, a two course chef’s table pre match meal with unlimited drink (beers, wine and soft drinks). Sweet refreshment with Tea/Coffee at full time. The cost of this package is £65 inc VAT

Q: Can I upgrade my ticket for a game to another lounge?

A: This is subject to availability. Please contact the Premium Services Team on premiumseating@brentfordfc.com or 0208 380 9930 who will check availability

Q: Is it only one drink/pie at half time?

A: Your package includes one drink (The Legends) and one pie (Railway and Orchard).

Q: How do I go about trading my membership ?

A: In the unfortunate situation that you would like to trade your seat to someone else please contact the Premium Services team on premiumseating@brentfordfc.com or 0208 380 9930 and we can discuss the process with you

Q: What are the different My Bees Membership packages and how much do they cost?

A: There are a number of different My Bees Memberships for the 2021/22 season:

  • Adult Membership (18 years+) = £40
  • The Swarm (11-17 years) = £15
  • The Bee Team (3-10 years) = £15
  • Babees (0-2 years) = £5

Q: What are the benefits of joining My Bees Membership?

A: Perhaps the most important benefit from becoming a Member is that you get priority to buy available home league Match Tickets and we anticipate that these tickets will be in high demand for the 2021/22 season. There are a whole range of other benefits to becoming a My Bees Member too and these are listed below.

 

Q: When will I receive my Membership welcome pack and Membership card?
A: We will aim to send out Membership welcome packs and Membership cards within 14 days where possible but it may take longer in some cases. Once your Membership is activated however, you will have access to the benefits and will have the opportunity to buy Match Tickets for example.

Q: Does having a Membership mean I will be guaranteed to be able to buy Match Tickets?
A: The demand for Match Tickets will be very high this season, so having a Membership gives you the best chance of buying any available Match Tickets but this is not guaranteed.

Q: What are the Category A and Category B home league games and why are you having different ticket allocation rules for each?
As per previous seasons, Category A home league fixtures are those that we believe will have the greatest demand for Match Tickets and Category B games are the remaining fixtures. This list will be announced before the start of the season.

We’ve identified different categories so that we can recognise the loyalty of those Members who have built up the highest Ticket Access Points over the years and give them a higher priority to buy a Match Ticket for Category A home games.

Q: What priority will I get to buy home league Match Tickets for Category A games?
A: For Category A games, half of the available Match Tickets will be made available to those Members with the highest Ticket Access Points. The first window of sales for these tickets will allow a guaranteed ticket purchase for qualifying Members and the second window will then open up to a wider Ticket Access Points group and be based on a first come first served basis. The second half of the available Match Tickets for Category A games will go on sale to all Members, with the majority of those tickets sold on a first come first served basis. From this group of Match Tickets, 100 will be held to be sold from the Box Office rather than online and a further 100 Match Tickets will be held for an under 18 Lucky Dip. The Lucky Dip tickets for our younger Members will be chosen at random by the Club, with 50 under 18 Members chosen (to allow one parent/guardian Member ticket for each). Booking windows and further details will be communicated via email and on our website.

Q: What priority will I get to buy home league Match Tickets for Category B games?
A: Available Match Tickets for Category B home league games will go on sale to all Members on a first come first served basis, with the exception of three games (to be confirmed during the season) where first priority will be given to those Members who have not yet been able to purchase a Match Ticket for a preceeding home league game. For all Category B home league games, 200 Match Tickets will be held to be sold from the Box Office rather than online.

Q: What about away games?

A: The majority of Match Tickets for away games will be sold first to Season Ticket Holders. However, five per cent of available Match Tickets for away games will be available for Members to purchase. Members will be asked to register an interest in attending away games and invited to purchase on the basis of their Ticket Access Points. (For example, if 100 Match Tickets were available in this category, the top 100 Members who have registered an interest to attend the game will be invited to purchase one of those Match Tickets).

 

Q: What about cup games?
A: Cup matches will be categorised as either Category A, Category B or Category F (Family). Season Ticket Holders will have first priority to purchase Match Tickets for cup games. Any remaining Match Tickets for home cup games will then be made available for purchase following the same rules as noted above for Category A and Category B home league games. Match Tickets purchase windows and priorities for any Category F cup games will be confirmed by the Club at the time. Tickets for away cup games will be sold on the same basis as for away league games.

Q: How will I know when can I buy?

A: Up-to-date information for specific games will be sent to Members by email and will also be available on the Club website. It’s important to make sure your contact details are up-to-date and to check the information in your emails and on our website regularly to ensure that you don’t miss out. For anyone who doesn’t have internet access, it will also be possible to call the Box Office for assistance on 0333 005 8521.

Q: How will you look after disabled fans and those with accessibility requirements that need assistance with booking?
A:We have set up a dedicated email address accessibility@brentfordfc.com for anyone with particular accessibility requirements and this will be checked as a priority before and during ticketing windows. We also plan to have a dedicated phone line in place ahead of the start of the season and will include the details of that on our Contact us page on our website when this is available. Keeping some Match Tickets to go on sale at the Box Office only will also ensure that there is an option available for those fans who are not able to access tickets online.

Q: Do Members also have access to tickets put onto the Ticket Exchange by Season Ticket Holders that can’t attend a game?
A: Yes, Members will have access to buy tickets put onto the Ticket Exchange during a dedicated booking window. The Ticket Exchange is only activated after all home Match Tickets in the ground have sold out. More information on the Ticket Exchange is available here.

Q: Can I link an adult Membership with children’s Memberships so that we can sit together?

A: Yes, you can link adult and children’s Memberships together subject to ticket availability and other qualifications for particular games. You just need to link your ticketing account with our Friends and Family facility– read more here.

Q: Can I buy for other Members so we can sit together?
A: Yes, you will be able to buy for other Members in your Friends and Family as long as they are eligible for that booking window. You can read more about Friends and Family here.

Q: What will happen if we have to play at reduced capacity during the season?

A: We hope that we won’t have to play at reduced capacity during the 2021/22 season but, if we do, Season Ticket Holders will have first priority to attend games. There will still be other benefits from the Membership packages but we will continue to review the value gained from Memberships in these situations and may make changes to the package for the following season should that be necessary.

Q: Where can I find out more if I have other questions?

A: Our Box Office team will be very happy to help with any other questions you may have either by email at tickets@brentfordfc.com or by calling the Club on 020 8847 2511 and choosing Option 1 for the Box Office.

Q. What is the difference between Ticket Access Points and Loyalty Rewards?
A. Ticket Access Points (TAP) are only earned through purchasing Match Tickets both home and away – TAP are awarded to Season Ticket Holders and Club Members who attend home matches. They are also awarded for away games upon purchase. Loyalty Rewards are generated from spending on identified products and services.

Q. Will my Ticket Access Points that I earn this season roll over?
A. All Ticket Access Points are carried over from the 2018/19 Season.

Q. How will I collect Home Ticket Access Points?
A. Members will be awarded TAP for their own ticket when scanning their Brentford Card at the turnstiles and Season Ticket Holders will receive their TAP when attending home games and scanning their Brentford Card at the turnstiles as they enter the ground.

Q. Can I earn Ticket Access Points by purchasing merchandise or food and beverages?
A. No. The Club will allocate Loyalty Rewards for these types of purchases on selected items.

Q. How can I keep track of my Ticket Access Points?
A. We include these in some of our email communications to you and we publish the TAP awarded for each game when they go on sale.

UK & Republic of Ireland Fans

If you're having issues with iFollow please troubleshoot using the FAQs here.

You can watch our How to video on redeeming codes for match passes on YouTube.

What is iFollow?

Ahead of the 2017/18 season, the EFL has improved the PlayerHD service, which has been relaunched and renamed iFollow. As part of your club's new website iFollow will offer fans, based in the UK and Republic of Ireland, access to live audio commentary, as well as extended highlights and exclusive behind the scenes videos in HD, across desktop, mobile, tablet and app.

How much does an iFollow subscription cost?

Season passes are available for £45 and monthly passes are available for £4.49

Can I purchase a pass on a monthly basis or for a single game?

At present season passes and monthly passes are available.

What devices does iFollow work on?

iFollow is available across desktop, mobile, tablet and app. Users watching matches live on a mobile will have to use the iFollow app, which is available via the App Store and Google Play Store. There is currently no available app on the Amazon Appstore.

   

What clubs offer iFollow subscriptions?

Only clubs who have opted in to utilise the iFollow platform will be able to offer subscriptions to iFollow. These clubs are known as EFL Digital clubs and have launched new websites which include the iFollow platform. To check whether your club has opted in to utilise iFollow see below, or click here.

Why are some clubs not currently offering iFollow?

iFollow is only available to clubs playing in the EFL during the 2017/18 season and who have opted in to utilise the iFollow platform. Any club which is not listed above will still be able to offer fans live match audio commentary of their games, but will provide their fans with access through their own club digital services should they wish to. We are therefore unable to provide subscriptions to fans of Accrington Stanley, Aston Villa, Birmingham City, Bristol City, Charlton Athletic, Derby County, Forest Green Rovers, Fulham, Hull City, Middlesbrough, Queens Park Rangers, Sunderland and Wolverhampton Wanderers.

If you are a fan of one of these clubs please contact your club for more information.

Why do fans in the UK and Republic of Ireland not have the same access to iFollow as international fans?

Under the EFL’s existing broadcast agreement with Sky Sports clubs are unable to offer fans in the UK or Republic of Ireland the same access to iFollow as international fans.

When can I subscribe from?

Now! iFollow is now available as part of all EFL Digital clubs’ new websites.

How do I subscribe to iFollow?

Simply click here and select your club from the list shown. You’ll be directed straight to your club’s iFollow page where you can subscribe.

If I am subscribed to my club’s PlayerHD service will I automatically join iFollow?

If you are an existing PlayerHD subscriber then your account will now have been transferred to the new iFollow service. Existing PlayerHD users will now be able to log in with their existing log in details.

If I live in the UK or Republic of Ireland and subscribe to iFollow, will I be able to watch games on iFollow when travelling abroad?

No, in order to live stream games on iFollow you would need to purchase a separate pass whilst based abroad, that requires a local bank account and local address. Upon your return to the UK or Republic of Ireland you would not then be able to watch games but you would be able to listen to live audio match commentary on either of your passes.

I am logged in elsewhere, but want to follow the audio commentary on another device. Is this possible?

Yes. The system will automatically stop playback on any other devices and the most recent log in will take precedent.

I can't find a button to click through to the live video stream, how do I access it?

The buttons to click on to follow the audio commentary will not appear until 30 minutes prior to kick-off.

What commentary will be used on iFollow?

Commentary to accompany games on iFollow is managed by EFL clubs. Please contact your club should you have specific questions on your club’s commentary.

I have a different question that has not been answered. Who can I contact?

Please email iFollow@efl.com with any other queries.

If you're having issues with iFollow please troubleshoot using the FAQs here.

You can watch our How to video on redeeming codes for match passes on YouTube.

What is iFollow?

Ahead of the 2017/18 season, the EFL has improved the PlayerHD service, which has been relaunched and renamed iFollow. iFollow is a digital live streaming and content platform that will revolutionise the way football fans overseas can follow their EFL teams.

As part of your club's new website iFollow will, for the first time in English football, allow overseas fans to live stream up to 46 live games featuring their club within the regular EFL season. In addition, fans will have access to extended highlights and exclusive behind the scenes videos in HD, across desktop, mobile, tablet and app.

How much does an iFollow subscription cost?

Season passes are available for the equivalent of £110.

Australia - AUD$185

Canada - CAD$190

EU - €130

USA - $140

I’ve seen iFollow advertised for £45. Has the price changed?

Fans in the UK and Republic of Ireland will be paying £45 for iFollow as they do not have access to any live video of streamed games, which is only available to overseas fans.

Can I purchase a pass on a monthly basis or for a single game?

At present season passes are available (prices above) and match passes (when not selected for TV coverage) for just £5 per game.

What devices does iFollow work on?

iFollow is available across desktop, mobile, tablet and app. Users watching matches live on a mobile will have to use the iFollow app, which is available via the App Store and Google Play Store. There is currently no available app on the Amazon Appstore.

   

What clubs offer iFollow subscriptions?

Only clubs who have opted in to utilise the iFollow platform will be able to offer subscriptions to iFollow. These clubs are known as EFL Digital clubs and have launched new websites which include the iFollow platform. To check whether your club has opted in to utilise iFollow see below, or click here.

Why are some clubs not currently offering iFollow?

iFollow is only available to clubs playing in the EFL during the 2017/18 season and who have opted in to utilise the iFollow platform. Any club which is not listed above will still be able to live stream their games, but will provide their fans with access through their own club digital services should they wish to. We are therefore unable to provide subscriptions to fans of Accrington Stanley, Aston Villa, Birmingham City, Bristol City, Charlton Athletic, Derby County, Forest Green, Fulham, Hull City, Middlesbrough, QPR, Sunderland and Wolverhampton Wanderers.

If you are a fan of one of these clubs please contact your club for more information.

Why do fans in the UK and Republic of Ireland not have the same access to iFollow as international fans?

Under the EFL’s existing broadcast agreement with Sky Sports clubs are unable to offer fans in the UK or Republic of Ireland the same access to iFollow as international fans.

What games will fans outside of the UK and Republic of Ireland be able to watch live via iFollow?

More than 1,500 matches will be available in HD quality, with iFollow showing every EFL league match live unless that match has been selected, or ‘blacked out’, by the EFL’s overseas broadcast partners.

What games will fans outside of the UK and Republic of Ireland be unable to watch live via iFollow?

Games from Carabao Cup, Checkatrade Trophy and Sky Bet Play-Offs will not be available via iFollow.

When can I subscribe from?

Now! iFollow is now available as part of all EFL Digital clubs’ new websites.

How do I subscribe to iFollow?

Simply click here and select your club from the list shown. You’ll be directed straight to your club’s iFollow page where you can subscribe.

If I am subscribed to my club’s PlayerHD service will I automatically join iFollow?

No, your subscription to PlayerHD has now ended and you will need to register for a new season pass to gain access to iFollow. Those supporters whose PlayerHD subscriptions have been terminated early have been issued refunds on a pro rata basis. Please email iFollow@efl.com with any further queries relating to this.

If I live outside the UK or Republic of Ireland and subscribe to iFollow, will I be able to watch games on iFollow when travelling to the UK or Republic of Ireland?

No, when in the UK or Republic of Ireland you will not be able to live stream games on iFollow, however you would be able to listen to live match commentary.

Do I need a local bank account?

Yes, to register for iFollow outside of the UK or Republic of Ireland, you will need a local bank account and local address.

What commentary will be used on iFollow?

Commentary to accompany games on iFollow is managed by EFL clubs. Please contact your club should you have specific questions on your club’s commentary.

Will my club show pre-season friendlies or youth games?

The streaming of pre-season friendlies and youth games live will be at the clubs’ discretion. Please contact your club should you have additional questions relating to this.

Can you only watch matches live, or will the footage be available on demand?

Full match footage and highlights will be available on iFollow from midday (GMT) the day after a regular season EFL league match.

I am logged in elsewhere, but I want to access the live video playback on another device. Is this possible?

Yes. The system will automatically stop playback on any other devices and the most recent log in will take precedent.

I can't find a button to click through to the live video stream, how do I access it?

The buttons to click on to watch the live stream will not appear until 30 minutes prior to kick-off.

I have a different question that has not been answered. Who can I contact?

Please email iFollow@efl.com with any other queries.