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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

  • Nigel Pond

    In reply to Nigel Pond:

    Wembley *Arena*
  • Will Taylor

    In reply to Nigel Pond:

    I paid twice for souvenir tickets (once for the group matches and again for the Semi-Final). I didn’t see the information The FA put out regarding souvenir tickets. Did I definitely not need to pay the second time?

    Has anyone got a link the UEFA Ts & Cs about souvenir tickets?

    Also I bought my Final tickets through the UEFA general sale in 2019. They were supposed to be physical tickets but were changed to mobile tickets after the reduced capacity ballot. Does anyone know if the €15 will include those souvenir tickets too?
  • Matthew Isle

    In reply to James Collinson:

    I'd be interested to see these UEFA T&C's too as in parallel I've been trying to get a sensible answer from UEFA.


    After multiple attempts their reply is below. This seems to say that the FAs advice, I previously posted, is wrong.

    Thank you for your email.

    We try to explain again.

    Souvenir tickets fee associated to one order. It means that you need to pay for each order that you requested souvenir tickets.

    Probably, you were misinformed by FA that you need to pay only once and for other orders you will receive souvenir tickets too. But, it is not correct, you should pay for each order 15€ in order to get Souvenir tickets for matches within that very order, regardless the amount of matches in one order.

    We hope it is more clear now.


    Best regards,
    UEFA Ticketing Customer Service
  • Mark Worrall
    Just a general question about the Wembley ticket office if anyone can help, is the ticket office after the Covid check e.g. so once your past that point you cant get back out? Cheers in advance.
  • Matthew Isle

    In reply to Mark Worrall:

    If you imagine the covid check is the outer and first check and then it's the ticket check a couple of metres later.

    The ticket office is well away (and outside of) both of these.
  • Andrew McCarthy

    In reply to Matthew Isle:

    Have also been trying to get an answer from UEFA on this but they’re completely useless. Exchanges below.

    Hi,

    I am wondering if you can answer a question regarding souvenir tickets.

    If we have selected to order souvenir tickets for one game, will this cover all tickets purchased under this persons account for the entire tournament? Or do we need to order souvenir tickets for each game individually?

    .............

    Thank you for your email.

    We would like to inform you that if you would purchase your tickets from 1 order, then you would be only charged once for the Souvenir tickets fee, regardless the amount of matches in 1 order.

    If you purchased your tickets from several orders then for every order you will be charged the souvenir Fee if you have requested it.
  • Matthew Isle

    In reply to Andrew McCarthy:

    My answer from UEFA was the seventh before, I think, they finally understood the question.

    Luckily they sent their 'how did we do' survey after thinking they'd, eventually done a terrific job for me...
  • Paul Sutherby

    In reply to Matthew Isle:

    oh no - I didnt buy a souvenir ticket for the Germany game, then did for Denmark after reading that it would cover all tickets.. As I had read it would cover all matches I didnt for the final and just bought my tickets then read this... so I am only going to get a souvenir ticket for the Semi Final? Gutted! Given I was following the FA's advice is there anything that they can do to help here? I would gladly pay it now but its too late!
  • Anthony Berry

    In reply to Paul Sutherby:

    Same here.

    I'd like to think that if needed the FA will step in after the event and try to sort it out with UEFA, given that it was the FA's advice that suggested you didn't need to tick the souvenir ticket option on every order.

    That's not in any way a dig at the FA by the way - they've done a spot on job under difficult circumstances and their guidance must've come from somewhere so any confusion / blame lies with UEFA.

  • Jonathan Fuller

    In reply to Christopher Hamley:

    Haven’t read the whole thread here but I ordered a Germany ticket through uefa general sale and didn’t select a paper ticket, is there a way to order one now?

    I did then select and pay the €15 euro when ordering Denmark ticket so one on the way at least
  • Paul Sutherby

    In reply to Anthony Berry:

    Completely agree - the FA have been brilliant and having a ticket is the most important thing by far here! Just hope there is a way to get the option to buy them if we need to as happy to pay for it if necessary.
  • David Lilley

    In reply to Jonathan Fuller:

    Jonathan Fuller
    Haven’t read the whole thread here but I ordered a Germany ticket through uefa general sale and didn’t select a paper ticket, is there a way to order one now?

    Based on the aftermath of the Nations League 2019 in Portugal, if you didn't opt for a souvenir ticket in the application process when you bought your ticket then UEFA will not supply one later. The ticketing software is written to do certain things at certain times and I doubt that UEFA  will commission extra programming to allow the option for souvenir tickets to be added later, nor set up a manual process to produce these souvenir tickets.

    The FA has said previously that they are in negotiations with UEFA about members who selected the souvenir ticket option in January 2020 and paid one payment of €15 for their whole order. It is recognised that, since members had no choice over their order being cancelled by UEFA, they should be able to receive souvenir tickets for all matches for a single payment of €15 paid at the time the group match tickets were re-sold. This has gone very quiet. OK, both the FA and UEFA are busy working on more urgent and higher priority ticketing issues. But I have an uncomfortable feeling that the outcome will be that we don't get souvenir tickets unless we paid €15 on every order, i.e. €75 in total.

    There is still eBay but prices there for used tickets have been a bit excessive.

  • Jonathan Fuller

    In reply to David Lilley:

    Thanks for the info, at least I know.. Not keen on purchasing someone else`s on eBay
  • Oliver Bickle

    In reply to Thomas Hingley:

    Hey All,

    I have an update. Been in contact with ESTC on this matter via englandsupportersclub@thefa.com they said it is completely a uefa matter alternatively you can go to Wembley arena on match day to get a printed ticket/query anything.

    They signposted me to: emea01.safelinks.protection.outlook.com;data=04%7C01%7C%7Cec10b760d63642b93c1408d93e3d80e2%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637609256138794355%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=h7%2FEtqgg5Qjp3BmqD28h1%2BaBkkClFojsyYv7x8yxT8c%3D&reserved=0

    This allowed me to raise with UEFA, they originally advised I would only receive souvenir tickets for those purchased. E.g €15 groups, €15 for each knockout. I’ve challenged this with the fa links to the news article about us who had originally paid €15 for all seven games. No response but will provide updates as and when. They came back within a couple of days previously.

    Regards
    Ollie
  • Andrew McCarthy

    In reply to Oliver Bickle:

    Similar reply from UEFA to me today aswell "Thank you for your email.

    If you have made multiple orders and there are many order numbers assigned to your account, you will receive the Souvenir Ticket only for the matches included in the same order as the souvenir ticket."

    Pleased i chose them for the final despite ESTC advise, dont trust UEFA one bit on this and dont mind paying a few extra quid to make sure i had one
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