BIAS and the Customer Charter

For the last five years BIAS have been part of the Brentford FC’s Customer Charter review process and once again we have been successful in suggesting changes. Read on to discover our influence.

For the last few seasons clubs in the Premiership and Championship have had their Charters evaluated by the Football Supporters Federation (FSF) and our proposals this year included extending the Charter to include Banning Orders as this omission had seen some evaluated clubs receive a lower marking.

The Football Supporters federation (FSF) praised the excellent Crystal Palace Customer Charter for covering the subject last year and we used this Charter as a template for our wording.

BIAS are pleased that Bees Players subscribers will now be treated on par with BIAS members, Bees United Members, Members of the Lifeline Society and Golden Gate Lottery, who as a result of the introduction of the Football Club’s own membership scheme, will at the discretion of the Football Club, be allowed to purchase match tickets before they go on general sale.

We also suggested that the Charter should include a warning for members that tickets purchased for all ticket matches are traceable which they are. Therefore should these tickets be touted or used by away supporters, the future right to purchase tickets can be withdrawn and if disorder occurs banning orders could be considered.

BIAS believes that Away fans proactively supporting their team (i.e. singing, wearing club colours, displaying flags etc.) in the home areas of Griffin Park should be ejected. We therefore chose the following words carefully so that sensible discretion can be shown to those who sit quietly, maybe with friends and family members and are not a threat to disorder are excluded “Any away fan proactively supporting their team in the designated home areas of Griffin Park will be ejected from the ground”. We believe this to be the right principal; however we respect that it may not always be practical to implement.

We are really pleased that our charter includes the assurance for Supporter who buy in advance Our Charter states that “Home match tickets purchased in advance and not used can either be exchanged for another fixture or a refund can be issued after each game for tickets purchased and not used. However a £5 administration fee is chargeable on all refunds. The refund request must be made no later than 48 hours after the date of the relevant fixture”.

This is probably unique to Brentford FC and was installed last year. It is a really positive inclusion as it should give supporters the confidence to buy in advance.

If your friend is dithering and wants to go but is unsure – buy them a ticket and if cannot make it you can either exchange it for another game or invite a newBEE to take his place by introducing a friend, a relative or a work colleague to watch the Bees.

It also means that should supporters break down on route to Griffin Park that there is expense that can be recouped.