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Souvenir Tickets

As all tickets through ESTC were going to be delivered by smart phone app, the spring 2020 application process included the option to request souvenir paper tickets which would be delivered to people's registered address after the tournament.

As we are now having all of our tickets cancelled and refunded, any request for souvenir tickets will also be cancelled and the €15 cost will be included in the refund. This is confirmed in the FA News Bulletin. So, when those members who get tickets in the reduced allocation pay for their tickets, will there be an option to request souvenir tickets again ?

For the Nations League in 2019, UEFA offered the option to request souvenir tickets and many England fans planned to take up this option. The souvenir tickets had to be requested at the time of the ticket application but we weren't told this until after applications closed and I'm pretty sure that this option never appeared on the application page of the ticket website. When people pointed out to UEFA that the option had not been on the web page they were told that the orders couldn't subsequently be changed to include this option.

The 2019 experience makes me suppose that we will not have the option to request souvenir tickets under the proposed system for the reduced ticket allocation. This would be a pity as many ESTC members save their tickets in collections. Imagine England getting to the final and we don't have a paper ticket for the collection.

156 Replies

  • Jonathan Reed

    In reply to Nigel Pond:

    Hi Nigel
    I guess only time will tell but here's the reply I had from the travel club after they had contacted Uefa - I had made it clear to the travel club that I made just one payment (Denmark game).
    'We have been told that you will receive souvenir tickets for all matches purchased. They will be rectifying any misunderstanding with the customer service team'
    On the back of that here's the response from Uefa:
    'Please note that there was a misunderstanding. We would like to inform you that you will get a souvenir ticket for all the matches you have purchased'
  • Nigel Pond

    In reply to Jonathan Reed:

    That last sentence just about sums it up for me - it's open to interpretation!

    1 - Someone could interpret that (if they hadn't read the whole discussion) you will automatically get a souvenir ticket for each (match entry) you have purchased!

    2 - In your case for the Denmark game, UEFA 'could' be saying that you will get a souvenir ticket for all tickets (if you purchased more than one - say a group) for the Denmark game.

    3 - I doubt that given we had the option to tick souvenir ticket on each order, in my case four orders (two group matches plus Semi-Final and Final) that just one tick, be it order no.1, 2, 3 or 4 (in my case) that would be sufficient for me to get a souvenir ticket for every order / match?

    Given that I paid 4x €15, then (in theory) I should receive four tickets (possibly) posted separately??

    That said, due to technical difficulties, I actually got a printed for the Final. My app-ticket was cancelled, so I may not get a souvenir ticket as UEFA may view that I 'already' have a souvenir ticket?

    It wouldn't surprise me in the slightest if we see winners (people who didn't purchase a souvenir ticket), get one and see some losers, some who purchased some/all souvenirs, get less than they thought they were getting!

    Time will tell!
  • Matthew Isle

    In reply to Nigel Pond:

    UEFA are still insisting, to me, only an hour ago that each order should have had the €15 added for the souvenir option.

    Left hand and right hand!!
  • David Lilley

    In reply to Nigel Pond:

    I don't think we will get a definitive answer to this issue from the UEFA fan help unit, accessed via their messaging facility. This unit probably doesn't fully grasp the issue and won't have the power to make a policy decision anyway.

    The issue refers specifically to those members of ESTC who paid €15 in January 2020 to have souvenir tickets for all of the tickets in their order. Each member was able to submit only one order which had to cover all matches for which they were purchasing tickets, whether unconditional tickets to group matches or conditional tickets to knock out rounds.

    It was UEFA who decided to cancel all conditional tickets to knock out rounds, and it was the FA who asked UEFA to also cancel tickets to the group stage matches. We fans were placed in a position where our single order for all tickets was replaced by a series of orders as we progressed through the tournament. On the face of it, we would have to pay €15 on each of this series of orders to get what we had originally secured by just a single payment of €15.

    This was flagged up to the FA before the resale of tickets even began in May 2021. The initial indications were that this was discussed with UEFA who recognised that this was unfair. I got the impression that a solution would be found. But, it's all gone very quiet.

    Some members paid the €15 under each order. I expect they will get their souvenir tickets but I doubt they will get a refund of the excess over one payment of €15. Other members paid €15 only under the first order for the group stage tickets, expecting that this would be linked to any future orders for the knock out rounds. I expect they will only get souvenir tickets for the group stage matches.

  • Matthew Exon
    I done a mix of general sale and tickets via ESTC.

    I was under the impression I only had to pay once from the communication from the FA.

    Will be interesting to see what turns up in the post.

    Anyone know if these will have our seat numbers on will they be the genic ones sold on the website?
  • Nigel Pond

    In reply to Matthew Exon:

    I've just had an email and text confirming my order will be delivered tomorrow!

    I'll let everyone know what arrives!
  • Oliver Bickle

    In reply to Nigel Pond:

    Update: Email received from ESTC regarding this ongoing issue.

    Thank you for your email and for providing a detailed explanation.

    There have been a few members in your position who have had similar issues. As far as we were aware, it was 15 EUR for all paper tickets, as you are suggesting. We received some correspondence from members that they were being advised to pay 15 EUR for each game (separately) from UEFA. We have since spoken to our contact at UEFA and she has re-advised their customer service team that ESTC members, who have paid 15 EUR once, are entitled to paper tickets for all matches purchased.

    I would presume they would refund you the additional fee you paid, however you may need to submit a request to UEFA via the link below.

    Submit a request – UEFA EURO 2020™

    If you do not get any luck, please let us know and we will look into this further for you!
  • Matthew Isle

    In reply to Oliver Bickle:

    I received this from UEFA when asking if we'd get a refund for those of us who were advised to pay per order (i.e. per round):


    Thank you for your email.

    As previously mentioned, all sales are final and we are unable to refund the price of souvenir tickets.

    Souvenir tickets will be sent to the address provided in your Ticket portal profile after the end of the tournament. They should be delivered by the end of August at the latest

    You will receive an email asking for rating our Customer Service shortly.

    Best regards,
    UEFA Ticketing Customer Service
  • Ian Mays

    In reply to Matthew Isle:

    .
  • Oliver Bickle

    In reply to Matthew Isle:

    Think it’s a see what arrives in the post job and go from there. Personally really appreciate the ESTC spending time dealing with this as I’d love all tickets for €15 as originally offered and told. With everything else they have to deal with they must think people like myself are a real pain!
  • Peter salnicki
    I would take anything the Uefa team reply with the proverbial pinch of salt. They just copy and paste what they think is the answer.
    I emailed them about my hospitality ticket, and they just replied a completely different answer to the question i asked.
    I also emailed the Uefa store about the souvenir tickets, and they told me all ticket sales for matches are thru the portal. Hasnt anybody told them the tournament has finished .....lol
  • Andrew McCarthy

    In reply to Peter salnicki:

    They are honestly one of the most useful customer service outfits I've ever had the pleasure of dealing with! Like you said, often answering completely different question to the one asked.
  • Jamie Ealham
    Has anyone got an email address for UEFA please? I have just received some of the souvenir tickets but i also have one missing. So I need to get in touch with them as soon as possible. Cheers.
  • Ian Mays

    In reply to Ian Mays:

    .
  • Chris Hance

    In reply to Ian Mays:

    I paid separately for 4 of the 5 games, tickets received and didn't get tickets for the one game that I did not pay separately for but I'm also missing tickets for the Germany game that I did pay for.

    All tickets through ESTC so only one delivery. If there is an email that people have and are getting replies to then that would be great!
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