here - Reading Football Club

readingfc.co.uk

here - Reading Football Club

READING

FOOTBALL

CLUB

CUSTOMER CHARTER 2012/13


INTRODUCTION

Welcome to Reading Football Club’s Customer Charter for the 2012/13

season. This document explains our commitments and policies to you as a

supporter and outlines the levels of service you can expect from us.

We at Reading Football Club are extremely proud of the relationship we have

with our supporters. We continue to be dedicated to improving supporters’

experience on match days and their overall interactions with our Club.

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CUSTOMER SERVICE

Reading Football Club strives to achieve excellent customer service and

greatly values the relationship it has with its supporters. We promise to

genuinely and honestly investigate each and every enquiry we receive.

Contact Details

Supporters who have suggestions, comments, queries or complaints with

regard to Reading Football Club, please get in contact with our Customer

Service Supervisor, Paul Collins, via the following methods:

Email: customerservice@readingfc.co.uk

By Telephone: 0118 968 1211

By Post: Customer Service Supervisor,

Reading Football Club,

Madejski Stadium,

Junction 11, M4,

Reading,

Berkshire,

RG2 OFL

If, however, you are not satisfied with the reply you receive; you are welcome

to contact The Premier League in compliance with the Complaints Procedure

in the following ways:

Email: info@premierleague.com

By Telephone: 020 7864 9000

By Post: The Premier League Customer Services Department,

30 Gloucester Place

London

W1U 8PL

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Feedback

Your feedback and comments are our motivation. They are the foundation for

our commitments to you and an integral part of the improvement of the

service we deliver to you. This Customer Charter is based on the results of

the 2011/12 end of season customer survey. We acknowledge that it may take

some time to execute every single commitment as intended but transparency

will allow everyone to be informed about our progress.

Complaints Procedure

Every staff member will try to ensure that supporting Reading Football Club

remains a unique experience. However, we realise that unfortunately things

do occasionally go wrong. When they do, we will do our best to solve the

problem as quickly as possible. Our aim is that you will receive a reply or

initial acknowledgement within 3 working days of receipt, though this may

increase during busy periods. Should our investigation take longer, you will

receive a full response within a maximum of 21 days. Supporters will be kept

informed of the progress of their complaint/correspondence.

Staff Conduct

All staff members are fully aware of their role and responsibility as Reading

Football Club’s ambassadors. Consequently we expect our staff to be smartly

dressed, to carry out their duties professionally and to communicate with

both supporters and stakeholders in a courteous and efficient manner at all

times. If problems arise, we expect our staff to make every reasonable effort

to solve them on the spot.

Equal Opportunities

Reading Football Club is an equal opportunities employer. We are committed

to confront and eliminate discrimination whether by reason of sex, sexual

orientation, marital status, religious or political beliefs, age, nationality,

ethnic origin, colour or disability. This applies to the workplace as well as to

anywhere else on Reading Football Club’s premises. Moreover, it is related to

both behaviour towards supporters and stakeholders as well as to staffing

policies at the Club.

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DISABILITY INFORMATION

The disabled supporter’s match day experience is important to Reading

Football Club. This is a summary of our disabled facilities and policy. The full

policy can be found here.

Reading Football Club operates a ticketing policy for disabled supporters and

ensures the scheme does not discriminate between disabled people with

differing impairments.

To access Reading Football Club’s ‘Disabled Supporter Information’ to learn

more about our specific arrangements for wheelchair users, blind and

partially sighted supporters, ambulatory disabilities, learning difficulties,

deaf, hard of hearing and other disabilities, how to book match tickets,

accessible toilets and transport and parking; click here or contact our

Disability Liaison Officer, Katy Phillips, in one of the following ways:

Email: disability@readingfc.co.uk

By Telephone: 0118 968 1006

By Post: Disability Liaison Officer

Reading Football Club,

Madejski Stadium,

Junction 11, M4,

Reading,

Berkshire,

RG2 0FL

Car Parking Amenities

Reading Football Club provides a limited number of totalled 140 disabled

parking spaces on match days. Seasonal parking passes cost £65 but

currently these spaces are now full. To join the waiting list please contact the

Ticket Office on 0844 249 1871. There are £5 match day parking permits

available but are only allocated on arrival on match days – on a first come,

first served basis to drivers with a valid Blue Badge.

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TICKETING INFORMATION

The Club continues to strive for wider access to matches by offering a broad

range of ticket prices. Information about changes on pricing and offers will be

published on the Club’s website www.readingfc.co.uk.

Ticket Purchasing Methods

Supporters are able to purchase tickets in the following ways, subject to

ticket allocation and on-sale dates:

Online – www.readingfcdirect.co.uk

Email – memberservices@readingfc.co.uk

By Telephone – 0844 249 1871 (calls from a landline cost 5p per minute local rate)

In Person – at the Ticket Office

At the Ticket Office, we aim to cover the telephones and supporter-contact

points during normal business hours, which are:

Monday to Friday: 9am – 5pm

Monday to Friday (match days): 9am – half time in person

9am – 5pm by telephone

Saturday (non-match days): 9am – 12pm

Saturday (match days): 9 am – half time in person

9am -12pm by telephone

Sunday (non-match day): CLOSED

Sunday (match days): Depending on kick-off time

Normally the busiest times are first thing in the morning, lunchtime and two

days prior to games. We aim to answer your call as quickly as possible. We

endeavour to publish information regarding the best times to contact the

Ticket Office on the official website www.readingfc.co.uk and occasionally in

our match day programme.

Member Card

Member Cards are available to home supporters. Signing up for a Member

Card means you get cheaper tickets for Reading Football Club home games,

and you build up Royalty Points (our version of loyalty points) that help you

buy tickets for key fixtures as well as away games. Royalty points are

awarded as follows: 10 points for a home match, 5 points for an away match

and 255 points for a season ticket. Please note that members booking

numerous tickets for a particular game will only receive points for one ticket

regardless of how many tickets are purchased.

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For high demand games, these points will allow the club to allocate tickets

based on supporter loyalty. Member Cards are priced at just £2 for Adults

and £1 for Concessions (17-21, 65 & over and 16 and under). It is a simple

way to buy your match tickets as your tickets will be automatically loaded

onto your Member Card and there is no need to queue or rely on the post.

Please follow this link to receive more information about becoming a member.

When you book a ticket with your Member Card, your ticket will be

automatically loaded onto your card. Confirmation of seat details is very

important and we can send the details to you via email. Alternatively, you

may check your seat details online by logging into your account on our

website and visiting your recent purchases. If you forget your seat number,

we have blue-jacketed Customer Support Staff with electronic hand held card

readers situated around the stadium on match days who will be able to help

you. To enter the stadium, insert your Member Card into the reader at the

entrance to the turnstile. The reader checks the database to confirm the card

is valid, a green light is shown and you can go through the turnstile.

Applying for a Member Card

Submitting an application for a Member Card can be done simply online by

following these steps:

1. Go to our online ticketing service

2. Go to the Memberships tab at the top of the page

3. Enter your details and payment type

4. Your Member Card will be posted out to you

Alternatively you can click here to download the application form and return:

Email: memberservices@readingfc.co.uk,

In Person: at the Ticket Office

By Post: Member Services

Reading Football Club,

Madejski Stadium,

Junction 11, M4,

Reading,

Berkshire,

RG2 OFL

Concession Member Cards cannot be bought online as we require proof of age

such as passport, birth certificate or driving license.

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Young Royals

The Young Royals is the Reading FC Official Junior Supporters Club for

supporters aged 16 and under. Young season ticket holders automatically

become members of Young Royals. Other young supporters can join to receive

a fantastic welcome pack which includes a sticker set, poster, ID card and £5

Megastore voucher. Membership costs just £10 and once you sign up you are

a member until your 17th birthday.

As a Young Royal you can take advantage of a range of fantastic competitions

for the opportunity to meet the players, visit the training ground or even lead

the Royals out as a match day mascot! More information can be found here.

Season Tickets

Reading Football Club currently has 17,447 season ticket holders. Season

tickets entitle holders to attend every home League match and receive

priority over other supporters on applying for tickets for away games.

There is an opportunity to upgrade concession tickets to full price tickets if

the usual season ticket holder is not able to make a match. This can be done

by contacting the Ticket Office via email on memberservices@readingfc.co.uk

or via telephone on 0844 249 1871. A maximum of three upgrades are

permitted per season.

Payment Options

All major credit/debit cards are accepted with the exception of American

Express. The Club also operates a4-month and 10-month Zebra Finance

Scheme to enable supporters to pay for full season tickets by instalment.

There is an option to pay for season tickets by cheque. These should be made

payable to ‘Reading Football Club Ltd’ and sent to:

Ticket Office,

Reading Football Club,

Madejski Stadium,

Junction 11, M4,

Reading,

Berkshire,

RG2 OFL

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Match Prices Season 2012/13

There are three pricing categories for supporters: member card holders, nonmembers

and match day. Concessionary prices are available to supporters.

Please note that proof of eligibility may be required at the turnstile.

NORTH,

SOUTH,

EAST,

WEST

LOWER

WEST

UPPER

NORTH,

SOUTH,

EAST,

WEST

LOWER

WEST

UPPER

STANDARD CATEGORY TICKETS

MEMBER CARD HOLDERS NON-MEMBERS MATCH DAY PRICES

ADULT £32 £34 £37

OVER 65s £23 £24 £28

17-21 YEARS £23 £24 £28

16 & UNDER £15 £16 £20

ADULT £35 £37 £40

OVER 65s £25 £26 £30

17-21 YEARS £25 £26 £30

16 & UNDER £20 £21 £25

GOLD CATEGORY TICKETS

MEMBER CARD HOLDERS NON-MEMBERS MATCH DAY PRICES

ADULT £40 £42 £45

OVER 65s £30 £31 £35

17-21 YEARS £30 £31 £35

16 & UNDER £20 £21 £25

ADULT £45 £47 £50

OVER 65s £35 £36 £40

17-21 YEARS £35 £36 £40

16 & UNDER £25 £26 £30

Please note: match day pricing commences from 12pm on a match day

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Home League Match Tickets

All tickets are subject to availability. For high demand games, Reading

Football Club will offer priority on ticket purchases to Member Card holders

with a specified number of Royalty Points. For more information on ticketing

regarding home matches, please click here.

Away League Match Tickets

Travelling supporters can reserve a ticket for every away game with our

away season ticket, which means tickets will be sent for every away game

without supporters having to visit the Ticket Office or make a single phone

call. You will be charged before the ticket is sent out. No cancellation of

individual games. For more information on ticketing regarding away

matches, please click here.

Cup Competitions

Tickets for cup competitions are priced in accordance with Football

Association and Football League regulations. Ticket prices for cup games are

dependent on the agreement of both the home and away Clubs.

Season tickets apply to League matches only but season ticket holders receive

priority for home cup games where demand is likely to outstrip supply,

followed by Member Card holders with the highest number of Royalty Points.

Visiting Supporters

In accordance with ticket regulation by the Premier League and ground

regulations, visiting clubs will be allocated up to 2300 seats in the South

Stand, with a minimum of 10% of the ground capacity for League games. For

Cup Competitions, a minimum allocation of 15% of the ground capacity will

be provided to visiting clubs.

Reading Football Club charges the same admission prices to supporters of

visiting Clubs as those paid by our own supporters for comparable

accommodation. Our concessionary rates (17-21, 65 & over and 16 and under)

will also be offered to visiting supporters. We recommend that families with

young children request to be seated in the Family Area located in Block R29,

Rows A-J Seats 110-117 of the South Stand.

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Family Areas

Reading Football Club aims to provide a safe and family-welcoming stadium

atmosphere on match days. Therefore we offer a designated Family Area in

both the home and away section of the stadium.

Home Family Area Seats:

North Stand, Block B18, Rows A-G Seats 143-154

Away End Family Seats:

South Stand, Block R29, Rows A-J Seats 110-117

Group Ticket Bookings

Reading Football Club offers tickets at member prices for group bookings of

10 people or more and also offers a school scheme. These tickets are subject to

availability. For further information and booking please contact us:

By Telephone: 0118 968 1012

Email: grouptickets@readingfc.co.uk.

Restricted Views

Seats with restricted views will not be discounted but will be communicated

at the time of purchase both online and via the Ticket Office directly.

Ticketing Refund Policy and Fixture Changes

Refunds are only given in the case of a match abandoned before kick-off when

tickets cannot be used for the re-arranged date. Refunds will only be given if

the Ticket Office is contacted at least 24 hours before the re-arranged kick-off

and tickets are returned before kick-off.

If a match is abandoned or postponed, our policy is as follows:

- If a match is postponed before kick-off, ticket holders are entitled to

free admission to the re-arranged match.

- If a match is abandoned after kick-off, supporters are entitled to

half price admission to the re-arranged match.

Fixture changes are reasonably common throughout a season and will be

fully communicated with our supporters at www.readingfc.co.uk. We confirm

that responsibility lies with a supporter to ascertain the correct date and

kick-off time for any fixture as all fixtures are subject to change.

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MADEJSKI STADIUM

Seating Plan

Location Map

VISITING

SUPPORTERS

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Directions

Getting to the Madejski Stadium is extremely simple and our home has

excellent links to all transport networks.

Directions by road

From Junction 11 of the M4, follow signs towards Reading. Madejski Stadium

is on your left-hand side after less than a mile. For Satellite Navigation

systems, our postcode is RG2 0FL. Information and maps about parking

facilities at Madejski Stadium can be found here.

Directions by rail

The nearest rail station is Reading. From there, simply take a Fast-track

Park & Ride green bus that takes you directly to the stadium. The average

journey time is less than 10 minutes.

Directions by air

The nearest airport is London Heathrow. From there, you can take the

RailAir bus direct to Reading train station and then a Park & Ride green bus.

Bus information

There are a number of buses from Reading and surrounding areas that run

directly to Madejski Stadium. Information can be found here.

- Buses from the greater Reading area, Reading town centre and

Newbury are run by Reading Buses.

- Services from Basingstoke, Farnborough, Wokingham and Bracknell

are subsidised by Reading FC and run by Stagecoach Buses.

Ground Regulations

Based on the Club’s guide ‘Tackling Unacceptable Behaviour’, any form of

unacceptable conduct of violent or disorderly nature is tackled in accordance

with the Premier League’s Ground Regulations which supporters have to

adhere to.

Standing Policy

In accordance with the Premier League’s Ground Regulations supporters are

reminded that the Madejski Stadium is an all seated stadium and therefore

supporters must remain seated for the duration of play.

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Stewarding

The Club’s stewards, who all currently hold or are working towards their

National Vocational Qualification (NVQ) Level 2 and some even their Level 3,

ensure that supporters comply with the Premier League’s Ground

Regulations. Additional Intelligence Officers support these stewards. Any

incident of bad language or racism can be directly reported via the Club’s text

system to the Stadium Control Room (07928140777). Please note that if

regulations in place are violated by supporters, the concerned persons may be

banned from the Madejski Stadium for a period of time. Banned supporters

are not entitled to any refunds.

Smoking Policy

The seated bowl, concourses, staircases, toilets and hospitality areas are all

smoke free. There are designated smoking areas as follows:

West, North and South Stand

Smokers are permitted to leave by way of reversible turnstiles at Gates 1-6,

five minutes prior to half time. A steward will issue a pass-out ticket stating

the gate number and date. Spectators will be able to return through the

correct turnstile by giving up the voucher to the turnstile operator. The

turnstiles will be closed five minutes after the start of the second half. No

further re-admission will be permitted.

East Stand

Smokers are permitted to smoke outside Gates 7 and 8, within the secured

compound, at a period of time after kick off as determined by the Safety

Officer. This would normally be about 15 minutes after kick off.

Hospitality guests

Smokers are permitted to smoke outside main reception.

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MERCHANDISE – MEGASTORE

The Megastore aims to offer an even greater range of affordable products in

conjunction with a leading level of service offered from our staff. In addition

staff members seek to reduce the size of queues, in particular on match days.

The Megastore can be contacted in the following ways:

Email: merchandise@readingfc.co.uk

By Telephone: 0118 968 1234

Online Store: www.readingfcdirect.co.uk

Online, we aim to process and dispatch your orders within 36 hours, whilst

80% of our customers receive their orders the next day.

Opening Hours

Monday – Saturday: 9am – 5.30pm

Most Sundays: 10am – 4 pm

Match day opening hours vary depending on the kick-off time. Specific

opening hours for match days are available here.

Replica Kit

Customers should be aware that sizing may vary from previous replica kits.

Sizes of replica kit is available on our online store (please see individual

products for size guides). The correct size should be obtained before printing

as we are unable to exchange/refund after personalisation. Reading Football

Club cannot accept liability for changes to players’ names or numbers due to

transfer. The Club’s home and away kit has a lifespan of one season unless

stated differently.

Refunds

We will offer a full refund on any item that is returned in its original

condition within 28 days with proof of purchase. Refunds will be credited in

the original method of payment. We are unable to offer a refund on goods

returned in their original condition without proof of purchase though we may

offer gift vouchers or an exchange at the current selling price. We regret that

we cannot offer a refund or exchange on shirts that have been printed unless

we deem them to have a manufacturing fault. This is in addition to your

statutory rights. Full terms and conditions are available here.

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SAFEGUARDING

The following is a brief summary of Reading Football Club’s Safeguarding

Children Policy. The full version can be found here.

Reading Football Club is committed to safeguarding and promoting the

welfare of children (any person under the age of 18 years), young people and

vulnerable adults. We expect all staff and volunteers to share this

commitment.

Currently Reading Football Club has 8 different policies in place:

1. Best Practice for Adults Working with Children to Protect Themselves

2. Safeguarding Academy Children

3. Video Request Procedure

4. Safeguarding of Football in the Community Children

5. Match day Mascot Policy

6. Ballboys and Ballgirls Policy

7. Stadium Stewarding Policy

8. Tour Guidelines

More information of whom to contact in case of any questions or problems

regarding the safeguarding and welfare of children can be found on page 2 of

the Safeguarding Children Policy of Reading Football Club.

Contact Details

The Safeguarding Manager at Reading Football Club is Russ Castle.

Email: rcastle@readingfc.co.uk

By Phone: 0118 968 1402

The Academy Safeguarding Officer is David Downs.

Email: ddowns@readingfc.co.uk

By Phone: 0118 907 2248

In addition, a 24/7 FA/NSPCC Helpline exists to give advice in an emergency.

By phone: 0808 800 5000

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COMMUNITY INITIATIVES

Reading Football Club’s Community Trust is responsible for thousands of

children participating in grass roots football, both in and out of school

curriculum time, bringing the professional game closer to the community.

The Club believes that young children in particular should benefit from the

positive influence the power of football can deliver.

In January 2009, the Community Trust received charity status and formally

succeeded the Club’s former ‘Football in the Community’ scheme.

The Trust has eight full time members of coaching staff plus three full time

administrators and more than 40 part-time coaches. Every coach is fully

UEFA qualified, First Aid trained and holds a current Criminal Record

Bureau Check.

The aims of the Reading FC Community Trust are expressed through the

logo: ‘Care, Develop, Educate’, along with a mission statement that asserts:

‘We can have a positive influence through football.’

For additional information regarding our community initiatives please

contact the Community Trust:

By Telephone: 0118 968 1460

Email: community@readingfc.co.uk

To further clarify the aims of the Trust, a number of ‘pledges’ to the local

community are listed below.

Reading FC Community Trust Pledges

To young people

- To create a positive learning environment

- To enhance development

- Providing football development opportunities at all levels of the game

- To promote role models

- To develop understanding of and within the game

- Help build confidence, self-esteem and promote personal development

- Improve individual performances

- Encourage healthier lifestyles

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To the Community

- To create and maintain stronger links between local community and

the football club

- To promote and develop a wide range of facilities

- Help to support safer, stronger and more secure communities

- By using football as a vehicle we will educate our local communities

- To support volunteering and provide employment opportunities

- To increase participation in football and active recreation

- To provide wider community usage of club

- To support the development of individuals and groups regardless of

their race, culture, religion, gender, ability, sexual orientation,

ethnicity or social status

To those existing and potential partners

- To bring together traditional and non-traditional football activities and

environments

- To help identify pathways leading to additional training, volunteering

and career opportunities

- To inspire innovate football and opportunities

- To promote, enhance and develop food working relationships

- To provide a professional and positive working environment

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SUPPORTER CONSULTATION

Reading Football Club is exceptionally proud of the unique relationship with

its supporters. The Club publicises its position on major policies in the match

day programme and on the website www.readingfc.co.uk. Furthermore the

Club invites supporters to provide feedback which enables the Club to

evaluate activities and continually make improvements. Ergo the Club

consults supporters on a regular basis by various means:

Supporters Trust at Reading

The Club frequently holds discussions with the officially recognised

supporters’ organisation STAR. For this purpose representatives of STAR are

invited to regular senior management meetings of Reading Football Club to

raise queries and provide feedback.

Audit

LiveTourism has developed the VisitFootball standard after working with a

number of Premier League clubs to establish core criteria, quality

benchmarks and the assessment process. Throughout the season, Reading

Football Club will receive visits on match days from the LiveTourism

assessment team who will assess the quality of service and experience

provided at each stage of the supporter’s journey. This will help to identify

ways to improve performance in everything from catering and security to

cleaning and customer service. Information gathered is used to guide

improvements and will be shared with STAR, published on the official club

website www.readingfc.co.uk and in match day programmes.

Customer Survey

The Club will continue to conduct an annual customer survey in June, during

the summer break. Season ticket holders and member card holders who went

to at least two fixtures during the former season and who have submitted

their email address will receive further information on how and when to

complete the survey. The survey results will be reported at the senior

management meeting as well as to STAR to take further action. A summary

of the survey results will be published in the first few months of the new

season.

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ACADEMY

Guided by our Chairman’s vision, Reading Football Club’s well-known

Academy aims to build on its past success to form even more professional

footballers with great personalities for our 1 st team. Enjoyment despite hard

work and sacrifices, as well as education alongside your progress at the

Academy is of great importance.

Eamonn Dolan and his team are in charge of our Academy. For more

information about Reading Football Club’s Academy, please click here.

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DATA PROTECTION POLICY

Reading Football Club has a legal obligation under The Data Protection Act

1998 to ensure that all information held and processed about our supporters

complies with the principles of the Act. The Act requires all personal data

and information to be treated in the strictest confidence, and only used for

the purposes of which supporters are aware. Under the terms of the Act,

supporters have a right to obtain a copy of the information that we hold about

them.

Please be aware that the Club solely passes customer data on to business

partners in terms of outsourcing (e.g. emailing etc.). The Club ensures that

our partners adhere to the strict standards we set in accordance with the

Data Protection Act so that customers’ data is dealt with strictly

confidentially and for the purposes it was gathered for only. The Club does

not disclose any customer data to third parties. Eventually all customers

have the right to claim being excluded from the Club’s and from our business

partners’ communications.

Please note that our partner FL Interactive is responsible for ensuring that

any user data collected via the official club website is protected according to

the Data Protection Act.

Contact Details

Supporters with questions or queries about the usage of data by Reading

Football Club can contact the Customer Service Department (in writing) at:

Customer Service,

Reading Football Club,

Madejski Stadium,

Junction 11, M4,

Reading,

Berkshire,

RG2 OFL

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GOOD CAUSE POLICY

Reading Football Club understands the positive impact we can have in

helping generate proceeds for charities and good causes. The Club aims to

support the hard work of charities and fund raising groups across the

country; particularly in the local area.

The Club’s recognised charity partner is the Reading Football Club

Community Trust, who received charity status in 2009. Reading Football

Club Community Trust is responsible for thousands of children participating

in grass roots football, both in and out of school curriculum time, bringing the

professional game closer to the community. The Club believes that young

children in particular should benefit from the positive influence the power of

football can deliver.

The Club receives over 1,000 charitable requests during a season and whilst

we do our best to fulfil everyone’s wishes, unfortunately we cannot guarantee

a successful application. This Good Causes Policy aims to aid the application

process by supplying more detail about the different types of requests.

Signed items are limited to 100 and mostly restricted to season ticket holders.

On a number of occasions throughout the season, the Club will accommodate

bucket collections at the Madejski Stadium on a match day from selected

registered charities. Due to the amount of requests we receive, there is no

space left for the 2012-13 season. However, applications for the 2013-14

season are now open. Please get in touch via the contact details below.

As we receive a huge quantity of applications, the Club will seek to fulfil

requests from organisations in the local area prior to any national groups.

However, the Club may make special provisions for exceptional cases and

some national campaigns.

Applications should be made to charityrequests@readingfc.co.uk or by post to:

Charity Requests

Reading Football Club

Madejski Stadium,

Junction 11, M4,

Reading,

Berkshire,

RG2 OFL

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HOSPITALITY

Reading Football Club offers a number of match day hospitality options

which are ideal for entertaining business clients or treating family and

friends. Hospitality packages include the use of a hospitality suite prior to

the game, with various food and beverage options, and match seats in the

West stand. Selected packages also include reserved parking, match day

programmes and half time refreshments.

Premier League Hospitality Options

1871 Suite

Enjoy a 2 course chef’s theatre with wine in this pitch facing room before

taking your VIP padded seats for the game.

Prices from £100+VAT.

Premier Suite

This VIP package includes a 3 course meal with wine in a superb pitch facing

suite, with padded match seats.

Prices from £175+VAT.

Thames Room

This package includes a one course pre-match buffet and upper level blue

match seats.

Prices from £75+VAT.

Kennet Room

This bar package offers access to a cash bar with gourmet burger menu, with

upper level blue match seats.

Prices from £60+VAT.

Specific packages are available for Capital One Cup and FA Cup fixtures.

To book hospitality please contact the team in one of the following ways:

By Telephone: 0118 968 1010

Email hospitality@readingfc.co.uk

For further information please click here.

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Hospitality information

Hospitality clients use the main Reading Football Club stadium entrance and

are directed to their suite by our team of match day hosting staff. Tickets and

documentation are issued in advance, or can be collected on match day from

the hospitality ticket collection point inside the main entrance.

Match day timetable for Saturday 3pm and Evening 8pm kick off:

- Hospitality opening hours: Saturdays 12 noon, Evenings 5.30pm

- Lunch/Dinner served from: Saturdays 1pm, Evenings 5.45pm

- Bars close: Saturdays 6pm, Evenings 11pm

Due to licensing regulations, alcohol may not be purchased or consumed in a

pitch facing room from 15 minutes before kick off until 15 minutes after the

final whistle.

Dress code

We encourage a smart casual dress code in our hospitality areas. Smart

denim is permitted. Any person wearing tracksuits or football shirts will be

denied entrance (home football shirts are permitted for children under 12).

Code of conduct

Please note all hospitality match seats are within the home support areas of

the stadium. If you or your guests are supporting the away team, please

behave respectfully as failure to do so may lead to ejection.

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Reading Football Club | Customer Charter | 28


FEEDBACK FORM

First name Surname

Address

Email address

Telephone number

Member card number (if applicable)

Comments / feedback

Postcode

Please return this form to:

Paul Collins | Customer Service Supervisor | Reading Football Club

Madejski Stadium, Junction 11, M4, Reading, Berkshire, RG2 OFL

Alternatively, please leave feedback online by clicking here.

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Reading Football Club | Customer Charter | 29


COMMUNICATION

Contact Details

General Enquiries

0118 968 1100 / customerservice@readingfc.co.uk

Ticket Office

0844 249 1871 / memberservices@readingfc.co.uk / Fax 0870 999 1001

Customer Service

0118 968 1211 / customerservice@readingfc.co.uk

Disabled Ticketing

0118 968 1006 / disability@readingfc.co.uk

Mail Order

0118 907 0372/3 / merchandise@readingfc.co.uk

Megastore

0118 968 1234 / merchandise@readingfc.co.uk

Match Day Hospitality

0118 968 1302/3 / hospitality@readingfc.co.uk

Match Day Programme

0118 968 1300 / editor@readingfc.co.uk

readingfc.co.uk

0118 968 1314 / webmaster@readingfc.co.uk

Academy

0118 907 2267 / lgreen@readingfc.co.uk

Football in the Community

0118 968 1460 / community@readingfc.co.uk

Reading Football Club

Madejski Stadium,

Junction 11, M4,

Reading,

Berkshire,

RG2 OFL

www.readingfc.co.uk

FOLLOW US ON:

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Reading Football Club | Customer Charter | 30

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