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Help & FAQ's

Help & FAQ's

  • Match Day Ticketing FAQ’s

    Q - From what time can I collect my tickets on a match day?

     

    The ticket office opens 5 hours before kick-off (based on a 3pm kick off) and will remain open until half time for ticket collection.  The normal opening hours of our Customer Services Department during the week is 8am to 5pm Monday to Friday.

    Q – If I haven’t received my tickets, what should I do?

     

    Please visit the ticket office on arrival at Kingsholm Stadium with your payment reference number and your tickets can be printed for you.

    Q – I haven’t received my confirmation email, what should I do?

     

    Please log in to the account used to purchase the ticket(s) and check the correct email address is registered. Here you can see your purchase history. If you would like your email to be re-sent please click here to contact our Customer Services team with you payment reference number.

    Q - Do I need a ticket for a baby?

     

    No. Children under the age of 6 are allowed free entry but must sit on the knee of the accompanying adult. No ticket is issued for under 6's entry.  If you would like them to have their own seat and they are under 6, you must purchase a junior ticket. We do not advise taking babies or infants into the standing areas of the stadium.

    Q - I have bought a ticket that needs to be collected at the Stadium on Match Day?  Where should I collect – the Ticket Office or the Ticket Collection Booth?

     

    You can collect your tickets from the Ticket Collection Booth which is located to the left of the Ticket Office in the main car park at Kingsholm. Please leave yourself plenty of time as it gets very busy.  If tickets were ordered for postal delivery but have not arrived please go directly to the Ticket Office with your payment reference number for reprinting.

     

    Q - How do I purchase hospitality?

     

    Please email our Venue Sales team at [email protected]

    Q - Ticket Office Opening times:

     

    For weekend  fixtures with a prior to 5pm kick off the Ticket Office will open at 9.00am until the start of the second half.

    For weekend fixtures with a post 5pm kick off the Ticket Office will open 5 hours before kick off until the start of the second half

    Q - Collection Booth opening times:

     

    The Collection Booth will open 2 hours before kick off until the start of the second half.  If the Collection Booth is closed, ticket collection can be made at the Ticket Office windows.

     

  • Match Day FAQ’s

    Q – What time does the Park and Ride open and close?

     

    The Park and Ride operates 2 hours before kick-off and 2 hours after final whistle

    Q – What is the address of the Park and Ride and how much does it cost?

     

    EDF Energy Car Park at Barnwood postcode GL4 3RS

    Cost is £2.50 per person.

    Q – Is there parking at the stadium?

     

    No, all parking is allocated on a seasonal basis. There are residential streets around the stadium but our advice is to use the Park and Ride service.

    Q – Is there disabled parking at the stadium?

     

    No, all parking is allocated on a seasonal basis. Disabled supporters are welcome to use the drop off point at the front of the stadium but their vehicle will have to be moved and parked elsewhere.

    Q – Is there a bike shed at the stadium?

     

    Yes, there is a bike shed located in the car park at Kingsholm Stadium. Spaces cannot be reserved and it is operated on a first come first served basis.

    Q – Am I allowed to bring my camera into the stadium?

     

    Cameras can be used in the stadium as long as the lens is not detachable and the photos are not used for commercial purposes.

    Q – I am disabled, how do I access the stadium?

     

    Disabled access is via Gate 2A at the front of the stadium (Kingsholm Road end).   We also have accessible ramps outside our reception area in the event of access being required into reception, Abbey Business or 1873 Lounges.

    Q - Can I bring a pram or buggy to the match?  Is there somewhere to store them?

     

    We strongly discourage you to bring prams into the stadium as unfortunately there is no storage facilities.

    Q – Can I bring my guide dog into the stadium

     

    Yes. Please click here to let our Customer Services team know you are coming to the game with your guide dog.

  • Online Account FAQ’s

    Q - I have purchased a ticket before but I cannot remember my login?

     

    If you have purchased a ticket with Gloucester Rugby previously then you will have a customer account with us. To login you can use either your email address or your customer number.  If you cannot remember you login you can click on ‘Forgotten Your Password?’  on the login page and follow the instructions. If you continue to have trouble accessing your account, please click here to email our Customer Services Team.

    Q - I am having trouble logging in?

     

    If you have purchased a ticket with us before and are having trouble logging in then please try the following:

    • Make sure you have the correct email address or customer number
    • Your password is caps lock sensitive so make sure the CAPS LOCK button is not on and you enter the password exactly as it was created
    • If you have forgotten your password then click here

    ​Q - How do I know my transactions are secure?

     

    All transactions change to 'secure mode' as you log in. You can identify this by the padlock appearing before the website address in the URL bar. This is your assurance that no one can intercept your details and that you can change your personal information and make purchases via the online ticket system with confidence.

  • Club Membership FAQ’s

    Q - How do I purchase Club Membership?

     

    You can purchase Club Membership by clicking here

    Q - How can I pay for my Club Membership?

     

    Club Membership can be purchased by credit or debit card and cheque. We recommend buying early and taking advantage of our Direct Debit scheme. The last opportunity to sign up for an interest free Direct Debit is in July (based on a season commencing in September).

    ​Q - What category do I fit into?

     

    • Adult: Supporters aged 26 - 64 after September 1 of the new season
    • 65 Plus(Concession): Supporters aged 65 and over after September 1 of the new season
    • Students: Supporters aged 25 and over who hold a student ID valid on September 1 of the new season
    • 18-25: Supporters aged between 18 and 25 years old after September 1 of the new season.
    • Juniors: Supporters aged between 6 and 17 years old after September 1 of the new season.
    • Infants: Supporters aged between 0-5 years old after September 1 of the new season. Please note, Infants must accompanied by an adult. Children under the age of 6 are allowed free entry but must sit on the knee of the accompanying adult. We do not advise taking infants or babies into the standing areas of the stadium.

    Q - I am applying for a concession ticket; what proof of status is required?

     

    Please note the following ID will be required: If applying for a 65+ or 18-25 Club Membership, a copy of your birth certificate or passport is required.  If applying for a Student Club Membership, a copy of the valid student ID or a letter of acceptance from your Education Provider.

    ​Q - What does my Club Membership include?

     

    Purchasing a Club Membership allows you entry into Kingsholm for a home Gallagher Premiership League games, Premiership Rugby Cup and European Champions Cup pool stage games and free admission to A-League games. Any games played in the knock-out stages of each competition will need to be purchased separately.

    ​Q - Do you have disabled Club Memberships available?

     

    Yes, please contact the Customer Service Team on 01452 872289.

    ​Q - How will I know if my Club Membership purchase has been successful?

     

    After purchasing your Club Membership, you will receive a confirmation email to the email address on your customer account.

    ​Q - When will I receive my Club Membership?

     

    Your Club Membership will be sent 2 weeks before the first home match of the season.

    ​Q - What is in my Club Member Pack?

     

    Your Club Membership pack includes; Card,  discount voucher booklet, badge, Club member’s day invite and any relevant information.

    ​Q - Can I change the name on my existing Club Membership?

     

    Yes, please provide a letter of confirmation signed by both parties and amend the contact details for the new Club Membership holder.

    ​Q - Can I relocate or upgrade my existing Club Membership?

     

    Yes, you can move or upgrade your ticket location with the Customer Services team up to 3 times per season subject to availability.  Once the Club Membership has been relocated or upgraded 3 times, the Customer Service team reserve the right to refuse further relocations or upgrade.

    ​Q - What is the difference in Memberships?

     

    Ultimately, the difference in memberships is the location of the ticket.

    • Malvern Tyres Premium Seats – Seats in the main grandstand which runs along-side the pitch
    • Stowford Press – Seating behind the goal
    • The Greene King Shed – Standing along-side the pitch
    • Speedy Skips Stand Terrace – Standing behind the goal

    ​Q - How do I buy a Junior Club Membership?

     

    You will need to set up an account with the junior member’s information and include their DOB. This will then automatically apply the correct age category to the ticket and price

    ​Q - When will Club Memberships go on sale?

     

    Club Memberships will go on sale in December each year.

    • ACCESSIBLE TICKETS AND PERSONAL ASSISTANCE

      PERSONAL ASSISTANT AND ASSISTANCE DOGS ADMISSION POLICY

       

      In accordance with our obligations to make reasonable adjustments for disabled people, the venue is pleased to provide free admission to one accompanying personal assistant in circumstances where a disabled person would otherwise be at a substantial disadvantage without the personal assistant. A ticket for complimentary personal assistant admission on event days is available on the terms below.

      Anyone arriving on the day of the event that hasn’t made prior arrangements will not be eligible for a free Personal Assistant ticket and full pricing will apply.

      1. PERSONAL ASSISTANT ADMISSION

       

      Select how many tickets you wish to book. If you require a personal assistant, you must also book them a ticket.

      If you need a Personal Assistant to attend the event - we do offer a PA goes free scheme, once we have established your eligibility. Please call the Customer Services team to purchase the tickets, and then send us the required documents as requested belowd. Once we have received all the required documents and statement as to why you need a personal assistant we will then make a decision as to your eligibility. If a PA is not required, a member of the Customer Services team will be in touch to discuss this further.

      Bookings made through other agents cannot be refunded and PA tickets are not available.

       

      The personal assistant ticket will be set for collection on the day from our Box Office. Both the Disabled Patron and the Personal Assistant must be present when collecting the PA ticket.

       

      Provided that you purchase a valid admission ticket for yourself, you are entitled to apply for one complimentary admission ticket for the same event for the person who is accompanying you to assist you as a Personal Assistant. The Personal Assistant must be able to provide you with appropriate assistance which might include:

      a) assisting you in moving around the venue;
      b) helping you evacuate the venue in the event of an emergency;
      c) accompanying and/or assisting you in using the venue’s toilets;
      d) Assisting you in purchasing refreshments and food or using other services.

      In the event that the concert sells out; you need to apply for your Personal Assistant at the time of purchasing your entry ticket. To avoid disappointment please be prompt when supplying your documentation. We are unable to accept applications requested less than 10 working days before the event. However, we highly recommend you apply as soon as you have made your order, as we cannot supply Personal Assistant tickets once an event has sold out.

      Please note our Personal Assistant Policy does not apply to customers with temporary impairments such as broken bones, healing wounds and women who are pregnant.

      Personal Assistant tickets will not be available for anyone who has not purchased directly from Gloucester Rugby.

      2. PERSONAL ASSISTANCE TICKET CONDITIONS

       

      The free admission ticket provided to your Personal Assistant will carry the same conditions as the admission ticket that you hold.

      A Personal Assistant is required to accompany the Disabled patron at all times; this is to ensure they are supported in the event of an emergency.

      Personal Assistant tickets are strictly nontransferable.

      For details for Accessible Seating and Personal Assistance for concerts please visit

      3. ELIGIBILITY

       

      The eligibility criteria for complimentary personal assistant admission are regularly reviewed and the venue reserves the right to update them from time to time.

      Currently those who receive one of the following benefits are eligible to apply for a free personal assistant ticket:

      a) Disability Living Allowance (DLA);
      b) Attendance Allowance (AA);
      c) Personal Independence Payment (PIP); and
      d) Armed Forces Independence Payment (AFIP).
      e) Additionally people who are Registered Blind are also eligible.

      Please note that, in all cases, the venue reserves the right to nevertheless decline to accept an application or to request additional evidence if, in the venue’s view and discretion, there is reasonable doubt that the applicant would be at a substantial disadvantage in attending without a Personal Assistant given the accessibility facilities and services available at the venue.

      4. WHAT PROOF OF ELIGIBILITY NEEDS TO BE PROVIDED?

       

      To prove eligibility you will need to provide the following in respect of one the benefits referred to in (3) above:
      a) A copy of the awarding letter from DWP or statement confirming receipt of the allowance.
      b) Photo ID which matches the details of the recipient of the above, with date of birth.
      c) Statement of why you may need a personal assistant to accompany you.
      d) Alternatively, if you are a registered blind person then a photocopy of certification and matching photo ID is required.

      Please note that a Blue Badge is not accepted as evidence of eligibility.

      5. HOW DO I APPLY?

       

      Click here to send your documentation to the Customer Services team.

      Unfortunately given the demands on resources and staff on event days, assessment for complimentary Personal Assistant entry is not available on the day.

      The complimentary ticket will be ready for collection at the ticket collection point where photo ID for the Personal Assistant will be required along with the paid ticket for the disabled concert goer.

      6. ASSISTANCE DOGS

       

      Assistance dogs are welcome to attend with their owners without additional charge subject to production upon entry of a valid identification document from Assistance Dogs (UK) or an equivalent international organization. A separate ticket is not required however owners should notify the venue in advance upon booking their event day tickets so that any necessary arrangements can be made.

      7. COLLECTING PERSONAL ASSISTANT TICKETS

       

      Personal assistant tickets will be at the Ticket Office. This is located at Kingsholm Stadium, Kingsholm Road, Kingsholm, Gloucester GL1 3AX

       

      Please make sure you and your Personal Assistant are both present when collecting the Personal Assistant ticket.

      • Booking Fees

        Our fees in the previous years have always been included within the Ticket Price.
        However, recently we have made the booking fees transparent to our customers.

        When you’re booking with us, whether it's online or over the phone, a 10% handling fee is applied to cover the processing costs for the booking. Customers who wish to purchase physical printed tickets will also pay a delivery fee covering the costs for sending tickets to them. This means the total you pay for a ticket is made up of:

        • The face value of the ticket
        • The process costs (10% booking fee)
        • Delivery fee for printed tickets only

        We know no one likes to pay extra costs, so we do everything we can to keep our fees as low as we can, while still being able to offer you the best possible service.

        Face value of ticket – This is the base cost of the ticket

        10% booking fee – The costs of processing a ticket

        Delivery fee – The costs for sending printed tickets to you

        These booking fees are subject to Gloucester Rugby macthes and events only. Events hosted by external companies may be subject to additional fees ad charges.

        For more information please email the Gloucester Rugby Customer Services Team ([email protected]) and they will be able to answer any additional queries you may have.