Supporter Charter

We are 'open for business', communicating and dealing with all our supporters, partners and suppliers in an inclusive and respectful way.

We display pride and passion in our work and in recognising our corporate social responsibility we act as an inspiration for our people and the wider community. We are United.

Tickets
Newcastle United operates clear ticket policies that outline the minimum level of service that a supporter can expect to receive when dealing with the Club.

Ticket Information
The latest ticket news, including ticket prices, is available from the Box Office, in official club publications including our matchday programme, by calling the ticket information line on 0344 372 1892 (Option 1, Option 1) and from book.nufc.co.uk.

Ticket Prices
The Club offers a range of ticket prices to ensure that watching football at St. James' Park is accessible to as wide a proportion of our community as possible.

We operate several ticket price categories dependent upon the opposition and the day/time of the fixture. Ticket prices are announced on a match-by-match basis.

We offer the following concessionary prices (for season tickets):

• Junior supporters (aged 17 years and under on 1 September of the relevant season) receive up to 50% discount on standard price.
• Senior citizens (aged 65 years and over on 1 September of the relevant season) receive up to 20% discount on standard price.
• Students in full-time education receive up to 20% discount on standard price. 18 - 21 years old in category 2 and 3 seating only.
• Disabled supporters receive up to 50% discount on the equivalent price band. Personal Assistants, if required, are admitted free of charge. Please note that disabled supporters aged 13 and under must be accompanied by a paying adult. 

Concessions for single match tickets are the age at the time of purchase.

Concessionary prices are available in all areas of the ground. Please note that we must see valid documentation to support any discount applied and that the management's decision is final.

We are committed to encouraging greater numbers of families to St. James' Park and have allocated over 15% of the stadium capacity (over 8,000 seats) in the Milburn Stand and Leazes Northwest Corner to family groups and junior supporters. Pricing in this area has been adjusted to make attendance as accessible as possible.

Visiting supporters are accommodated in the Leazes Stand (Level 7) with tickets available on a sale or return basis.

Away ticket prices are the same as those prices charged to home supporters in comparable seating accommodation. All concessionary rates are also available to visiting supporters.

Up to 15% of ground capacity is available for away fans in FA Cup and Carling Cup competitions. In this instance away fans will be allocated the Leazes stand (Level 7), and other adjacent areas.

Access to tickets
Tickets go on sale for home matches up to 4 weeks prior to the fixture.

Home Tickets are only sold to supporters who have purchased a Club Membership. 

Members Ballot opens around 4 weeks prior to the game and supporters will automatically be charged if they are successful.  

Season Ticket holder’s resale tickets are available to purchase around 1 week after the ballot has ended subject to availability.

Matchday ticket collections (where applicable) are made from the collection windows located on the upper concourse of the Gallowgate End (above the Club store/Shearer’s Bar) from three hours prior to kick-off. 

For collections, please bring proof of purchase and suitable ID.

Away Matches

Tickets go on sale for away matches up to 6 weeks prior to the fixture.

Season Ticket Holders

Away tickets are sold in stages. Season ticket holders with the highest number of loyalty points are usually first to ensure that supporters who have been to more games are rewarded. 

One away loyalty point is allocated for every away game ticket purchased. 

Season ticket holders can receive a maximum of one loyalty point per game should you lapse your season ticket for one or more seasons, all loyalty points will be removed. 

There will be a ballot for season ticket holders who were not able to buy in the points period.

For non-UK matches, the Club may need details of supporters' passports and travel agendas.

Cup Matches

Tickets for cup matches may go on sale closer to the date of the fixture due to the timescales between rounds.

Season ticket holders will be given a priority period during which they can purchase their own seat (please note your own seat is not guaranteed for cup games). Following this, there will be a short sale period for members.

Persistent Standing
Persistent standing is not permitted other than in our dedicated safe standing areas.

Persistent standing causes an increased risk to public safety and also obstructs the view of others who do not want to stand or are unable to stand.

The Club requests that supporters do not persistently stand during matches and sit when requested to do so by stewards and other supporters.

Any supporters who persistently stand will be identified and sanctions will be taken against them.

Such sanctions may include:

• Ejection from the stadium.
• Banned from future matches.
• Removal of season tickets.

Abandoned Games
The Club's policy on abandoned games is as follows:

Spectators will be admitted to the rearranged fixture free of charge if the match is abandoned prior to kick-off, including if the match is abandoned after spectators have been admitted to the ground, but before kick-off.

If a match is abandoned after kick-off, spectators will be advised on www.nufc.co.uk the ticketing arrangements for any rearranged fixture.   

Refund Policy
Tickets for home may be returned to the club for a full refund provided that tickets are received by the Box Office 72 hours prior to kick-off.

Tickets for away matches will be refunded in full when received by the Box Office 72 hours prior to kick-off where there is no liability on the Club to pay the opposition club for the ticket.

Where the opposition club requires Newcastle United to pay for the ticket, we regret to inform supporters that no refunds are permissible.

All away tickets purchased by season ticket holders are subject to a £1 per ticket fee.

Disabled Supporter Facilities
Disabled supporters can purchase season tickets or tickets on a match-by-match basis and receive a discount of 50% compared to the equivalent standard rate.

There is no limit to the number of tickets available to disabled supporters although St. James' Park can accommodate 234 wheelchair users and therefore tickets for this group of supporters are subject to availability.

Where a disabled supporter requires a Personal Assistant, they will be admitted free of charge subject to a short questionnaire being completed by a medical professional. Please note that disabled supporters aged 13 and under must be accompanied by a paying adult.

Proof of disability is required from those supporters wishing to purchase a disabled concession priced ticket. This could take the form of the following:

• Higher or middle rate disability living allowance issued by the Department of Work & Pensions Receipt.
• Enhanced rate Personal Independence Payment (PIP).
• Registration document which certifies that you are Registered Blind or Partially Sighted.
• Veterans Agency letter confirming War Disablement Pension.
• Lower or higher rate attendance Allowance statement.
• If resident outside of UK, please use equivalent documentation.

NB: This list is not exhaustive and consideration will be given to any other evidence that can be provided.

Proof of eligibility for a disabled concession is required for the first ticket purchase per season only although the club reserves the right to request proof of eligibility at any time. Please note the decision of the Box Office Manager is final in assessing eligibility for this concession rate.

The Club encourages fans with disabilities to inform them of their personal situations in order to allow them to make the matchday experience as comfortable as possible.

Arrangements can also be made for any fan suffering from a temporary disability (e.g. broken leg/ankle) which could affect their ease of access to and from the stadium (subject to availability and sufficient notice). It may not always be possible to accommodate supporters in a full leg brace or plaster.

Seating and positions available:

• Wheelchair - the club offers a total of 234 wheelchair spaces around the ground, including 16 in the section set aside for visiting supporters. Each space includes room for a Personal Assistant and has easy access from ground level outside of St. James' Park up into the relevant stand.
• Blind or Partially Sighted - we have 24 places for visually impaired fans. We offer commentary of all home games for blind and visually impaired supporters after partnering with Alan March Sport (AMS), who supply commentary teams for Clubs including Leicester City, Wolves, Nottingham Forest and Southampton.
• Ambulant disabled supporters - ambulant disabled supporters can be accommodated anywhere in the stadium.
• Hearing impaired supporters - the Club are looking at ways to enhance the enjoyment of the game for supporters with impaired hearing starting with the introduction of induction loops.

Parking
The club has around 120 car parking spaces on offer, with plenty of disabled berths within easy access of St. James' Park.

Parking is provided on a first come first served basis - to book a space for a specific match please call 0191 201 8666 on a Monday prior to the game.

Corporate Hospitality
Entertaining in an executive box or suite at Newcastle United offers an unrivalled experience.

Stylish surroundings, sumptuous cuisine and the best seats in the house add up to a first-class matchday.

With packages to suit all budgets, whether it's one match or on a seasonal basis, you can enjoy our excellent service, fine dining and pre-match build-up.

We operate a tiered pricing system for single match hospitality based on a number of factors including who the opposition is and the day/time of the match.

Hospitality bookings and enquiries can be made by telephone between Monday to Friday 9am- 5pm on 0344 372 1892 (Option 3, Option 1). 

Full details of the terms and conditions of a booking will be provided at the time of purchase but please note that charges may apply in the event of a booking cancellation.

In order to ensure that our hospitality offering is the best it can be, we aim to get feedback from all seasonal clients during the course of the season. We also operate comment cards for all single match clients in order to capture feedback post match.

Disabled supporters can be fully accommodated in all our hospitality facilities.

Conferences and Events
The North East is famed for its warm welcome and fantastic hospitality.

At St. James' Park, we bring those values right to your table, together with the experience and efficiency to make your event one to remember.

Whether you're with us for business or pleasure, whether it's a large or small event, our dedicated team will guide and assist you from the initial pre-booking stages to the successful conclusion of your event.

Event bookings and enquiries can be made by telephone from 9am - 5pm, Monday to Friday on 0344 372 1892 (Option 3, Option 2) or by email at [email protected]. 

Merchandise
Newcastle United undertakes consultation on the design and number of new strips in conjunction with its technical partner, Castore.

The Club's home replica strip design, change replica strip design and third replica strip design all have a minimum lifespan of one season.

Details of the next intended change of strips are available from the Club's official retail outlets and from this website as soon as this information is available.

The Club carries out its obligations to prevent price fixing in relation to the sale of replica strip.

Castore offers refunds on merchandise purchased at official retail outlets in accordance with its legal obligations.

Visit the store at shop.nufc.co.uk

Newcastle United Foundation
We are immensely proud of our strong community roots.

The Club's official registered charity, Newcastle United Foundation, aims to use the local passion for football to encourage learning and promote healthy lifestyles that will make a real difference to the lives of children, young people and families in our region.

Its strategic aims are:

• To promote active and healthy lifestyles, particularly in disadvantaged communities.
• To inspire children to learn and help young people reach their potential.
• To engage young people in constructive activities that build safe, strong communities.
• To promote equality and value diversity.

For more information on the Newcastle United Foundation visit www.nufoundation.org.uk.

Staff Conduct
Newcastle United does not tolerate discrimination against any individual or group on the basis of their age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation; nor does it tolerate harassment of individuals.

The Club aims to become and remain the winning team on and off the pitch and is committed to developing and maintaining a lasting relationship with its supporters, partners and suppliers.

Data Protection
Newcastle United takes the privacy of all its fans, visitors and website users very seriously and takes great care to protect your information. The club's privacy policy can be found at www.nufc.co.uk/privacy-policy.

What information do we collect?
In order to provide you with services, we may collect personal information about you from our website, telephone conversations, emails and written and verbal communications. We may, for example, keep a record of your name, address, delivery address, email address, telephone number and credit card details. We may also record details of any disability or health needs you may have at the time of booking an event or service which will take place at the stadium or any of our other premises to help to ensure your safety.

We may supplement the information that you provide with other information that we obtain from our dealings with you or which we receive from other organisations, for example, our commercial partners.

How will we use your information?
All personal information that we obtain about you will be recorded, used, and protected by us in accordance with current data protection legislation and this privacy policy. We will primarily use your personal information to provide our products and services to you and, for example:

• To communicate with you in the event that any products or services you have requested are unavailable.
• For record keeping purposes.
• To improve the quality of our service.
• For market research.
• To track activity on our website.
• To understand your preferences so that we can improve the products or services we offer.

Offers and opportunities
Newcastle United has a number of official commercial partners.

As an official partner, we will work together to bring our supporters the best offers and exclusive services from our portfolio of partners.

These offers will be communicated to supporters through the usual channels, supporters may opt out of any communication by clicking the unsubscribe link at the bottom of emails or by sending a message to [email protected].

Please note, if you do opt out of receiving information, we and/or our commercial partners will be unable to keep you informed of new services, products, events or special offers that may interest you and our ability to inform you of ticketing opportunities may be affected.

Your rights to access your personal information
You have the right to receive a copy of the personal information that we hold about you. We may charge a small fee towards the cost of administering any request you make. The current fee is £10.

How to contact us
Whether you have feedback, a new idea or feel we can do something better, we are always looking to hear from supporters. Please contact us at [email protected] should you require any assistance. 

Email – [email protected] 

Post – Newcastle United, St James’ Park, Newcastle United, NE1 4ST 

If you have a ticketing enquiry, please contact our Box Office team. 

Email – [email protected] 

Phone – 0344 372 1892 (Option 1) 

Post – Newcastle United, St James’ Park, Newcastle United, NE1 4ST 

If you are looking to purchase hospitality for a matchday or are a current hospitality client, please contact the team who will be able to assist: 

Email – [email protected] (Option 3) 

Phone – 0344 372 1892 

Complaints
We understand that things can go wrong and will thoroughly investigate any concerns you may have. It is important to us that our Supporters have a great matchday experience and encourage you to report concerns in person on the day to a steward or member of Newcastle United staff, where we would look to resolve any issues immediately. Should this not be possible we ask you to contact us at the earliest opportunity. We will do our best to respond and settle your complaint within 10 working days.

Wherever appropriate we will always encourage informal resolution.  Our Supporter Services executive team will ask the complainant to provide details with the aim of reviewing these to agree a practical resolution. 

You can do this in the following way: 

Email: [email protected] 

Write: Supporter Services, St James’ Park, Strawberry Place, Newcastle Upon Tyne, NE1 4ST 

Call: 0344 372 1892 Option 1 (a message will be taken by our team, and someone will get back to you) 

If we haven’t been able to resolve an issue at Stage 1, or the complaint is too serious or complex to be dealt with at Stage 1, we will use Stage 2 of this procedure. A senior member of our Supporter Services team will deal with the complaint at Stage 2. We will ask complainants to provide details of their complaint in writing: 

Email: [email protected] 

If you are unhappy with our response at Stage 2 you can appeal in writing to the Head of Supporter Services: 

Write: Head of Supporter Services, St James’ Park, Strawberry Place, Newcastle Upon Tyne, NE1 4ST 

Email: [email protected] (FAO Head of Supporter Services) 

Once you have been through the club’s complaints procedure, if you are unhappy with the outcome you have the option to go to the Independent Football Ombudsman https://www.theifo.co.uk.  

Click here to review the Club’s Complaints Policy.

Supporter Engagement
Premier League clubs unanimously approved the introduction of the Fan Engagement Standard last season and the Club has since worked in consultation with supporters and supporter groups to ensure constructive, consistent and structured engagement. 

The full fan engagement plan can be found here.

A core element of the club's 2023/24 plan is the establishment of a Fan Advisory Board (FAB), providing a new forum for fan group representatives and independent fans to represent the interests of supporters.  

The FAB’s primary purpose is to consult and engage with fans, creating structured and strategic dialogue with regards to off-field matters and assist the club in decision making that affects supporters. 

The FAB is a 9-person supporter board that was officially unveiled in November 2023 as part of the Club’s wider Fan Engagement Plan. 

Information on our appointed FAB board members can be found here.

Lost Property

If you think you have recently lost an item at one of our home fixtures, please contact Supporter Services: 

Email: [email protected] 

In order for us to identify your item, we kindly ask that you provide as much information as possible, including, name, location you believe you lost the item as well as a description of what you have lost. 

We will log your item, and should it turn up, we will contact you via the email address/phone number you provide us to arrange a convenient collection time. Please allow up to one week after receiving the email for all lost property to be retrieved and logged. 

Any items not claimed 4 weeks from the date of fixture will be disposed of in the appropriate way or donated to local charities. 

Email: [email protected]

Charity Requests 
Whilst Newcastle United would love to support all charities and requests, sadly it's not always possible due to our ongoing commitments. Due to the sheer volume of requests received on a daily basis, the Club prioritises requests from registered charities in our local area. 

You can find more details of the Club’s Charity Policy here.

Environment
In the interest of the environment paper copies of the customer charter will not be produced apart from copies in large type and Braille, which are available on request.