CUSTOMER CHARTER
Wigan Athletic is committed to providing excellent service and this Charter sets out Wigan Athletic's policies.
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Customer Service
Staff Conduct
Consultation & Information
Ticketing
Accommodating Away Supporters
Merchandise
Community Activities
Good Causes
Race Equality
Community Policy
Stuart Hayton is the principal customer services contact at Wigan Athletic and he can be contacted as follows:
By Post :
Letters should be addressed to:
Customer Services
Wigan Athletic AFC
The JJB Stadium, Robin Park, Newtown, Wigan, WN5 OUZ
By Telephone: 01942 774000
By Facsimile: 01942 770477
By E-mail: s.hayton@jjbstadium.co.uk
Office Hours: 9am to - 5pm Monday to Friday
The Club will endeavour to respond to any correspondence within seven days of receipt of same. If it is not possible to provide a full response then an acknowledgement will be sent followed by a detailed reply within twenty-one days of receipt of the original communication.
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Wigan Athletic staff will conduct themselves in a courteous and helpful manner in all dealings with customers.
Wigan Athletic is an equal opportunities employer and is committed to an equal opportunities policy.
Wigan Athletic and its staff will not tolerate sexual or racially based harassment or discriminatory behaviour whether physical or verbal and will work to ensure that such behaviour is met with appropriate disciplinary action and Wigan Athletic is fully committed to supporting the 'Kick Racism Out of Football' Campaign and the Wigan and Leigh United against racism campaign.
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Wigan Athletic will continue to consult supporters on a regular basis through Forums and one to one Surgeries. We also publicise major issues in the Official Club Matchday Programme. The Club also uses local media through newspapers and radio to give notice of any changes to ticketing policies and any other major arrangements.
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The following policies apply in respect of all ticketing arrangements
PricingWigan Athletic is continually looking for ways in which to offer a broader range of ticketing prices for its supporters. An instalment plan at a reasonable rate of interest is operational for season tickets.
Allocation
At least 5% of tickets to each home game will be made available to non season ticket holders.
Concessions
Concessionary prices are available to junior supporters, senior citizens over 65 and the disabled in specific areas of the stadium.
The Club provides:
Areas of the ground for the exclusive use of family groups and junior supporters, disabled spectators and their carers.
Our disability coordinator can be contacted for details of our disabled facilities and ticket allocation.
There are no restricted viewing seats at the JJB Stadium
Loyalty and Membership Schemes
Wigan Athletic runs a Membership scheme that gives benefits on a matchday and entry into a monthly draw and discounts on season tickets.
Away Matches
The Club operates a successful away season ticket scheme available to all supporters up to a maximum of 1000 members. If there are restricted numbers of tickets available for away matches then priority will be given to blue chip and corporate members, then season ticket holders before any remaining tickets go on general sale to supporters on the Clubs database.
Cup Competitions
Generally for all Cup Competitions tickets are priced at the same price as for League games. However at the discretion of the Chairman and with the permission of the visiting club reduced admission prices are sometimes offered.
Returns/Refunds
Every effort will be made to assist anyone with a genuine reason for returning their match ticket for any game to obtain a full refund up to 24 hours before the match is played.
If a match is postponed before kick-off, ticket holders are entitled to free admission to the re-arranged game provided that they retain their match ticket.
If a match is abandoned after kick-off, spectators are entitled to half-price admission to the re-arranged match.
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Wigan Athletic abides by League Regulations governing the allocation of tickets to visiting clubs.
The admission prices for supporters of a visiting club are the same price as those for home supporters in comparable accommodation. This excludes those seated in the Family stand who are offered discounted tickets as part of a membership package.
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All merchandising on behalf of Wigan Athletic is carried out by Vandanel Ltd. Vandanel Ltd and the Wigan Athletic Commercial Department liaise to determine the range and quality of merchandise available. Customer Service issues are investigated in accordance with the customer care policy of Vandanel Ltd in the first instance.
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COMMUNITY ACTIVITIES
Wigan Athletic is committed to the Football in the Community Scheme, providing facilities, to enable the administration of the Scheme to be carried out at Wigan Athletic premises.
Wigan Athletic invite local schools and under privileged groups to attend matches at the JJB Stadium either free of charge or at reduced admission prices.
Wigan Athletic continues to develop partnerships with local, national and international companies such as Nationwide Season of promise, HJ Heinz & Co. Limited, Asda and Coca Cola to strive to improve facilities and working relations within the community.
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Wigan Athletic is committed to helping the local charities Wigan Hospice and Derian House. In addition we allow a number of charity bucket collections to take place at selected home games during the season.
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The policy at Wigan Athletic Football Club is to help keep racism and hooliganism out of football. As far as we are concerned, racial abuse directed towards any player or supporter will not be tolerated inside the JJB Stadium. Any offenders of such abuse could be subjected to a ban from our stadium.
At Wigan Athletic, we are committed to providing a football club that is truly accessible to supporters from all sections of the community as we strongly believe that there is no place for racism at the JJB Stadium or in society as a whole.
Over the years, we have worked hard in implementing this fundamental policy and we are dedicated, more than ever to actively eradicate any such behaviour and we urge all our supporters to embrace this ideal.
We also actively support football's national anti-racism campaigns, Kick It Out and Show Racism the Red card and the principles they stand for.
As a professional football club, we are committed, wherever practicable, to achieving and maintaining a workforce, which broadly reflects the communities within which we operate and are conscious that we are in an industry with a very high profile. At Wigan Athletic, we wish to uphold the principles of anti-racism and equal opportunities in all our dealings, both public and private.
We are extremely aware of our role and responsibilities within the community, and the power football has as a universal language to unite people from different cultures and backgrounds.
Over the years, we have forged strong links with community groups, locally and nationally, delivering a wide-range of anti-racism programmes. These programmes regularly feature members of our first team squad, who, recognising their responsibilities as positive role models, are fully supportive of our stance against racism.
Since the inception of both Kick It Out and Show Racism the Red Card, football has made great strides in challenging racism and is now viewed by many as being the leading industry to combat it.
At Wigan Athletic, we have worked closely with both campaigns and we fully appreciate the support they have provided us with over the years. We now strive to ensure that equality underpins all our policy thinking, and in the services we provide, we are working to be recognised and awarded with the Preliminary level of the new Racial Equality Standard for Professional Football Clubs.
Everybody has a right to be able to both play and watch the game of football in environments that are free of racism and at Wigan Athletic and throughout the Wigan Borough, we will continue to adopt this policy with vigorous intent.
