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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

  • Russell Adams

    In reply to Roger Clunn:

    I only ordered the souvenir ticket for the final. This came last week.

    Today another large turned up with 2 tickets for every game attended and another 2 for the final
  • James Collinson

    In reply to Russell Adams:

    I didn’t trust the ticketing system so I think I payed for tickets for the groups and the semi and final so expecting there to be at least 3 sets in there now lol.
    FedEx made a huge fuss about making sure I was in for the delivery. Did they turn up… did they bollox.
  • Matthew Isle

    In reply to James Collinson:

    Ditto here

    Due last Friday.

    Now due Monday
  • Matthew Isle
    Bumping this up.

    We've received all the groups souvenir tickets which is great news.

    However the quality seems like just flimsy, thin paper rather than the tickets members will have collected if they 'didnt have the app' or 'their phone had broken'.

    The refund for over payment is still outstanding too.
  • Oliver Bickle

    In reply to Matthew Isle:

    I found UEFA to be very responsive until I queried the €15 refund! Now they've gone silent and MIA on me!
  • Anthony Mason

    In reply to Anthony Olver:

    I have received an email from UEFA stating that I will not be receiving a refund. It was a short email with no explanation as to why. I've written them one back asking for an explanation but do not expect one.
  • Oliver Bickle

    In reply to Anthony Mason:

    Dear Ollie,

    Thank you for your email.

    Please note that we are currently working on your request and we will do our best to get back to you as soon as possible.

    We thank you for your understanding.


    Best regards,
    UEFA Ticketing Customer Service
    Ollie Bickle
    Aug 4, 2021, 22:42 GMT+3

    Dear UEFA,
    I am chasing up my Refund request of €15 raised on 28/07/2021 ID: xxxxxx
    Please can you arrange and confirm credit of €15 for overpayment in relation to Souvenir tickets.
  • Thomas Rose

    In reply to Oliver Bickle:

    I've resigned myself to the fact that my tickets will just turn up whenever they like. Didn't get anywhere with the ticketing team who then just fobbed me off to the UEFA store team who didn't answer my question. Might just do a chargeback for goods not received.
  • Anthony Mason

    In reply to Oliver Bickle:

    Thanks Ollie. This was my reply:

    UEFA Ticketing Customer Service (UEFA EURO 2020)

    Aug 4, 2021, 16:11 GMT+3

    Dear Anthony,

    Thank you for your email.

    We understand your disappointment.

    We would like to inform you that unfortunately it is not possible to obtain a refund.

    We thank you for your understanding.

    Best regards,
    UEFA Ticketing Customer Service
  • Matthew Isle

    In reply to Anthony Mason:

    I'm still hopeful the ESTC team might make some progress on refunds.
  • Anthony Mason

    In reply to Matthew Isle:

    When I contacted them they simply, and probably quite rightly, said that this one was up to UEFA and passed on their contact details. I've re-written to UEFA to ask why they are being inconsistent. To be honest, it is becoming a matter of principle more than anything else. The money is relatively small but it isn't theirs so I will continue pursuing it. If I get any update I'll post here.
  • Anthony Mason

    In reply to Anthony Mason:

    I said I would give an update. I received a further email from UEFA today again knocking me back on refunding the obvious over payment. I've responded again explaining the error of their ways but don't expect a great deal of joy. Anyway, for it is worth the email is copied below:

    We have updated your request. Please find the response below.

    Please reply to this email if you want to add any additional comments.

    Check out our UEFA EURO 2020 FAQs for more information.

    UEFA Ticketing Customer Service (UEFA EURO 2020)

    Aug 9, 2021, 15:50 GMT+3

    Dear Anthony,

    Thank you for your email.

    We would like to inform you that we consulted this matter with our Team and as we previously mentioned, unfortunately it is not possible to obtain a refund.

    We thank you for your understanding.

    Best regards,
    UEFA Ticketing Customer Service
  • Matthew Isle

    In reply to Anthony Mason:

    Keep going Anthony.

    I'll contact the ESTC team at the end of the week for any progress they may have had from UEFA.
  • Thomas Rose

    In reply to Matthew Isle:

    Just another bump here, but I just received my tracking details for my tickets that I ordered via the UEFA Store. Looks like they're being sent via DHL and handed over to Parcelforce/Royal Mail when they get into the UK. Must just be one poor person printing them out for all the orders at this rate!

    Edit: Got my UEFA Store tickets through today and very pleased with them. They're for random seats but they look smart. 

  • Matthew Isle

    In reply to Matthew Isle:

    Matthew Isle
    Keep going Anthony.

    I'll contact the ESTC team at the end of the week for any progress they may have had from UEFA.

    Further to this...

    After a further chase from the ESTC team I've today received two emails from UEFA.

    Both are titled:

    Ticket request nnnnnn: Cancellation credit note - UEFA EURO 2020

    With different order numbers in the nnnnnn.

    Both are for 15€ and state the following.

    I should really be receiving three lots of 15€ back but if this all I get back am chuffed with that.  Thanks again to the ESTC team - without them I wouldn't have got anywhere at all.

    I'd keep on at UEFA (email support.tickets.euro@uefa.ch ) those lead bookers keen to get back any duplicate souvenir fee.

    Good luck

    Order n°nnnnnnn: credit note

    Dear Mr Matthew Isle,

    Following the modification of your ticket request you will find a credit note attached to this email.

    If a refund is outstanding it will be processed within the next 10 working days.

    Please note that the Ticketing Portal url and your credentials are for your personal use only and should not be shared with any third party.

    Best regards,

    UEFA EURO 2020™ Ticketing Team

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