Further to our announcement of our process for match tickets for the 2019/20 season, we have constructed answers to some questions you may have.
Q. How long do I have to decide on my options?
A. The deadline for you to make your decison is Monday 31st August. However, should you have any queries after this date you can email firstname.lastname@example.org.
Q. What happens if I do not respond before these deadlines?
A. A lack of response before the deadline will result in Dragons Rugby retaining the monies paid for these cancelled tickets as a donation to the Club.
Q. Can I split my balance across the three options?
Unfortunately, no. We would love to accommodate flexibility, but it just won’t be possible with the systems we have and the reduced workforce as a result of COVID-19
Q. What happens if I didn’t receive an email?
Firstly, check your “Junk Mail” or “Clutter” folders in your inbox and search for email@example.com If it’s not there, then there are a few things you should know:
- You might share an email address with another person. If this is the case, they will have been contacted about this and will be responsible for your balance. We have encouraged all supporters in this position to confirm with each of their associated group before making a decision, so they’ll likely let you know about this soon.
- We might not have a valid email address for you, or you might have unsubscribed. Don’t worry though, we’re committed to contacting every person so expect to receive something in the post and/or a phone call.
Q. If I choose to donate, where will my money be going?
A. The money will be used to ensure the region is able to continue to operate through this challenging time and maintain future security. Your donation will help everything from the next generation of talent in our Dragons Academy to the ground-breaking work of the Dragons Community team right across our region.
Q. If I choose to donate my refundable value, will I be rewarded in any way?
A. We are currently looking at ways to reward our supporters who have selected to donate to the region. In the eventuality that supporters are allowed to attend this fixture, Dragons will endeavour to provide you with a match admission to the fixture, where possible*
Q. How long is my credit valid for?
A. Credits will remain valid for the entirety of the 2020/21 season. Depending on future developments in COVID-19 protocols, the format of next season and when we are able to let fans back in to Rodney Parade, we will update you if this changes.
Q. What can I use my credit on?
A. Credit can be used towards future season membership or future match ticket purchases.
Q. What happens if I cannot see the credit in my account?
A. You cannot view your credit online. If you have questions regarding credit please contact the Ticket Office on 01633 674 990 or email firstname.lastname@example.org
Q. When can I expect my refund?
A. All credit/refund processes will start the week commencing 1st September.
Q. How will I be refunded?
A. All refunds will be automatically placed through Ticketmaster back onto the card that the booking was made on. This may take up to 5-10 working days to reach your account from the point of the process starting.
Q. What if I no longer have that payment card or the refund bounces?
A. If your refund ‘bounces’ e.g. because the card you used to purchase your ticket(s) has expired we will be notified and will endeavour to contact you as quickly as possible to process the refund manually. If you no longer use that card/account, you may have to contact your bank.
Q. Can I choose to be refunded to a different account than the one I used to purchase my match ticket?
A. Currently, we are only able to make the refund payment through your original payment method.
Q. What if I paid for my match ticket(s) with cash?
A. Please continue to select your option and if you have selected refund, you will be contacted in due course to organise a refund, after the closing date.
Q. Will my booking fees be refunded?
A. No, as part of the Ticketmaster refund, booking fees will not be refunded.
Q. I have hospitality, what is the refund policy on this?
A.This section and the email received is regarding personally held Match Ticket/s. If you personally hold any hospitality packages with the Dragons, and you have any queries regarding that, please contact email@example.com
Q. I purchased a ticket through my local rugby club or school.
A. How do I receive my refund? If you purchased a community ticket to any of our remaining fixtures through your local rugby club or school, the refund will be sent directly to those who made the group ticket purchase. Therefore, please get in touch with the admin from your local rugby club or school who will manage the refund accordingly.
Q. What is happening to the remaining games for 2019/20?
A. The Dragons postponed European Challenge Cup fixture is being played on Friday 18 September at Ashton Gate, Bristol. PRO14 have announced 22nd August as the target date for the recommencement of the 2019/20 season behind closed doors. You can read more about the competition restart HERE.
Q. Can I make a donation to the Club separately?
A. No, Dragons Rugby will not be accepting any further donations beyond the options to donate to the Club, claim a Ticket Credit, or refund.
Q. When might we be allowed back into the stands at Rodney Parade?
A. The 2020/21 season may be impacted by Covid-19 and social distancing requirements. We are investigating possible seating plans to accommodate social distancing regulations although we are hopeful by the time the 2020/21 season kicks-off we will be able to welcome all you to Rodney Parade. We will provide further information in due course.
Q. If stadiums reopen to fans before the end of the season, can I use my credit for these games?
A. Yes, you will be able to use credit for any future games going forward.
*Should public health advice allow attendance at the game, Dragons can not promise that you will gain admission, and any admission is not guaranteed to be in the same seat you purchased, nor is it possible to guarantee the same category, location or number of tickets that you originally purchased.