Frequently asked questions
What are the age categories for tickets?
Several categories of concessions are available on match tickets at Cheltenham Town.
Our standard concessions are Senior (65 and over), Student (in full time studies, must show relevant student ID), and Under 18s.
Please note that we operate regular concession checks at the turnstiles and any supporter asked for ID but fails to show it will be refused entry.
All under 14s must be accompanied by someone over the age of 18.
Can I change the price type against my ticket, or move to a different part of the stadium?
Ticket exchanges are possible for the same or higher value tickets, upon payment of the balance owed.
In the case of a season ticket alteration a charge will be made to exchange tickets equal to the difference between the pro-rata rate already paid for the season ticket and the individual match by match price of the new ticket.
What happens if I can no longer attend the game?
Match tickets are non-refundable once purchased. If available, we can offer a like-for-like exchange to an alternative league fixture. This must be processed in advance of the original fixture, once the original match takes place we are unable to make alterations to tickets.
I’ve lost my season card, can I still get in?
The Ticket Office can reprint the individual match ticket for that game, which would replace the season card for that match.
Replacement Season cards can be ordered via the ticket office, please note a charge of £5 will be payable to order a replacement card. Replacement cards are generally available to collect from the ticket booth at the next home game.
A digital season ticket (Apple or Google Wallet) can be sent via e-mail at no charge.
You can also download your match ticket from the Your Account section of the ticketing site.
What happens when I buy away tickets?
Away tickets are not able to be produced digitally, as we do not have access to the opposition clubs system to produce their QR codes/barcodes. Physical tickets must therefore be collected or posted.
Anything not collected in advance from the Completely-Suzuki Stadium will be taken to the away club for collection on the day. Details of where to collect will appear in the Match Pack produced in advance of the fixture when we are given information by the opposition club.
Supporters who book travel at the same time can collect their match tickets from the coach steward prior to departing the Completely-Suzuki Stadium.
What happens if I lose my ticket for an away match/it doesn’t arrive in the post in time?
Contact the CTFC Ticket Office and we can organise a duplicate ticket to be waiting for collection at the away ground.
If you are unable to contact the ticket office, the opposition club will also have been sent a full supporter list with ticket information to enable them to issue duplicate tickets on the day.
What happens if a match is postponed?
In the case of a fixture being re-arranged, all tickets will remain valid for the new date.
Tickets are held until the new date is announced, at which stage supporters unable to attend would be able to claim a refund, or an exchange to a different home fixture for the same or higher value ticket
No refunds are available until the new date is confirmed. All refunds must take place before the re-arranged match takes place.
Can I buy a ticket at the stadium on matchday?
If there are tickets remaining on matchday, these will be available for sale on the day from one of our matchday sales points, depending on where in the stadium tickets are required:
Seats (HGV Drivers UK Stand / Colin Farmer Stand) – available from the main Ticket Office
Terraces (Optimising IT Stand / Paddock / Tunnel) – available from the main matchday sales point, located in the club car park (opens 2 hours prior to kick off)
Away supporters – If the opposition have not sold out of the advance allocation then remaining tickets will be available on the day from our Away Ticket Booth, located just outside the entrance to the Hazlewoods Stand.
Can my child sit on my lap?
Children over the age of 2 will require a ticket. Under 2s can go free on a lap and do not require a ticket.
What do the different delivery methods mean?
Certain delivery methods may not be available on different tickets/products. A breakdown of the main methods available is below:
Eticket by e-mail: A PDF ticket will be e-mailed to the address against your account. These tickets can either be printed at home or saved to a mobile device.
Apple Passbook by e-mail: a ticket will be e-mailed in a format which can be saved to the Apple Wallet app (You will need to have an iPhone to access the ticket)
Google Wallet by e-mail: a ticket will be e-mailed in a format which can be saved to the Google Wallet app. (You will need to have an Android phone to access the ticket)
Collection (Away Matches): This will generate a confirmation e-mail only, away tickets cannot be produced digitally and so a physical ticket must be collected. Anything uncollected from the Completely-Suzuki Stadium will be taken to the away ground for collection on the day.
Confirmation E-mail: This will generate a confirmation e-mail only with no ticket. This may involve a product/ticket being sent at a later date (details will be listed against the product)
How do e-tickets work on a matchday?
Home match tickets purchased online will be sent as e-tickets. These can either be printed at home, or shown on a mobile device at the turnstiles.
Turnstile staff on the day have handheld scanners to scan the QR code on the tickets. Please note that we operate regular concession checks at the turnstiles and any supporter asked for ID but fails to show it will be refused entry.
What should I do if I haven't received my e-ticket?
Typically, you should receive your tickets within 15 minutes of booking (max).
It is not uncommon for emails to sometimes get held up in a queue or diverted to a junk folder, so be sure to check those.
Alternatively, you can go to the Order History section of your account and download your match ticket from there.
How many emails will I receive after booking?
After making a booking, you will receive a confirmation email. This is not your ticket, it is just a summary of the order you have made and the reference number for the booking.
If you have chosen e-tickets or mobile tickets you will then receive a separate email with your tickets attached that can either be printed, or saved to your mobile device.
I can't open the attachment in the ticket delivery email - what should I do?
Etickets are delivered in a PDF file. If you are unable to access a PDF on your device or computer, download Acrobat Reader and you will be able to open the file. You can do that here https://get.adobe.com/uk/reader/
Apple Passbook tickets can be stored in the Wallet app on Apple devices.
Google Wallet tickets can be saved in the Wallet app on Android devices.