Matchday on Club Level FAQs
What are the Club Level matchday opening hours?
For weekend matches Club Level opens two and a half hours before kick-off. For weekday evening matches, Club Level opens at 17.30. Club Level is also open for two hours post-match for weekend fixtures and until 23.00 for evening games.
How do I get to/from Emirates Stadium?
We recommend all fans to travel to Emirates Stadium via public transport due to parking restrictions. Arsenal (Piccadilly Line) is the nearest tube station, with Finsbury Park (Victoria, Piccadilly Lines and Great Northern rail) and Highbury & Islington (Victoria Line, North London Line and Great Northern rail) stations are around a 10-minute walk. King's Cross is the main connecting station for national rail and many underground lines. From here you can travel to the ground via the Piccadilly Line (to Arsenal) or the Victoria Line (to Highbury & Islington).
The bus is a fast and convenient option with connections passing the ground on all sides. Main bus stops are located on Holloway Road, Nag's Head, Seven Sisters Road, Blackstock Road and Highbury Corner.
For more information or to check travel times please visit http://tfl.gov.uk/
If you are travelling to the Stadium by car or chauffeur we would be very grateful if you could avoid parking and idling your engine in local streets on matchdays. This causes traffic and environmental problems for local residents. Drivers idling their engines in local streets will be asked by Council officers to switch off their engine or move on. Failing to assist may result in a fine. Drivers parked in contravention could also receive a parking penalty notice.
Please be aware that your journey to and from Emirates Stadium may be affected due to roadworks in the Highbury area until 2017.
How do I access Club Level?
Club Level can be accessed by any of our Club Level Entrances on the North, South, East or West. To view the best entrance for your Club Level Seats please reference your Season Pass or matchday ticket.
Is there disability access to Club Level?
Any disabled supporters holding Club Level tickets can access the stadium via the Woolwich Club Level entrance (East) located between turnstiles H & J where there is lift access.
Are away supporters allowed on Club Level?
Whilst we welcome visiting supporters to Club Level, we do remind guests that the majority of Club Level consists of home supporters and we ask all guests to be respectful of the Club Level regulations. Please note that away team colours are not permitted on Club Level, those wearing away colours will be asked to remove them.
What is the dress code on Club Level?
The dress code for Club Level is casual. Denim can be worn as well as home team colours. Torn denim, sports shorts and away team colours are not permitted on Club Level. Guests may be denied access if they do not comply with the dress code.
Can I purchase Arsenal Merchandise on Club Level?
On Club Level we have one retail unit stocking a small line of some of our best sellers which is located next to the Dial Square restaurant. The full range of Arsenal merchandise is available in The Armoury (Hornsey Road) and The Highbury House store (Drayton Park). Our newly refurbished Flagship store, The Armoury is open until approximately 1 hour after the final whistle.
How do I get my complimentary programme?
As a Platinum Member you are entittled to one complimentary programme per person. Matchday programmes are given out complimentary at the Club Level entrances; look out for our hosts and hostesses who hand them out.
How do I get my complimentary matchday drink?
As a Platinum Member you are entitled to one complimentary half-time drink per person, your choice of either a beer, wine, soft drink and tea or coffee. These are available from the 4 corner bars on Club Level, Dial Square, Royal Oak, Woolwich or Highbury. The complimentary drinks are available as soon as the half-time whistle has been blown.
Is there anywhere to smoke on Club Level?
We do not permit smoking within the Stadium, in accordance with Government Legislation, Emirates Stadium has a no smoking policy throughout the entire Stadium, including the seating bowl. This includes electric cigarettes. Smoking is only permitted outside of the Stadium, please note that no re-admittance is allowed once you have left the Stadium.
Are there betting facilities on Club Level?
Betting facilities are available in each of the corner bars on Club Level from doors open until approximately 30 minutes after the final whistle. There are also private betting facilities within each of our Club Level restaurants.
Can I bring my bag into Club Level?
All bags brought into the stadium will be searched and tagged.
This is a process which takes additional time for fans with bags entering the stadium. Therefore, we strongly encourage fans to not bring a bag with them on matchdays. However, we recognise there will be times when bringing a small bag is unavoidable.
Suitcases, cabin bags or large luggage bags are NOT permitted inside the stadium on matchdays.
Small bags and normal sized rucksacks are allowed, but we must stress that the Club reserves the right not to authorise any type of bag on any occasion.
Fans arriving with a bag on matchdays should look out for the dedicated bag searching lanes at the stadium turnstiles.
How to use Ticket Exchange
Season ticket holders unable to attend a game can make their ticket available once the match is sold out via the Ticket Exchange Service (subject to restrictions*).
Upon a buyer being found and a sale being made, your membership card will be disabled for the game while the buyer's membership card will be activated. The credit for the ticket sale (less a 10% administrative charge) will be deducted from the cost of your 2016/17 season ticket renewal.
After completing comprehensive user testing of the Cashback service we have now conducted and completed a trial period in readiness for a full launch for next season. This service can be used by Platinum Members to withdraw the proceeds of successful seats sold via Ticket Exchange and deposited into their bank.
This service is now available to Platinum Members who have outstanding funds in their account from the 2015/16 season and have up until 11am on Friday 3rd June 2016 to log in and complete their withdrawal request.
Platinum Members who successfully requested a withdrawal should allow up to a minimum of 10 working days to receive their funds after the above advertised window has closed.
How to use Ticket Transfer
Ticket Transfer gives Platinum Members the ability to electronically transfer their ticket to a game they cannot attend to a family member or friend – once the fixture has sold out.
Once the Member has transferred their ticket to a fan via their online account and the recipient has accepted the transfer the recipient will print a coupon at home which will provide them access to the Stadium. The membership card of the Member will then be deactivated for the fixture.
Can I bring my children?
From the start of the 2017/18 season, we are introducing new policies on the unaccompanied minimum age for supporters and access for 0-3 year-olds on matchdays.
The new unaccompanied minimum age will now be 14 years.
This means that all under-14s will require an adult (aged 18 or over) to attend with them for any match at Emirates Stadium.
This decision has been made after consultation with relevant safeguarding and safety experts, with the new policy falling in line with many other sports stadia, major entertainment venues and the music industry.
The previous policy allowed an unaccompanied minimum age of 12, which included access into the Young Guns' Enclosure. Therefore, the new age category for the Young Guns’ Enclosure is now 14-16.
In addition, we are also introducing a new access policy for 0-3 year olds.
This means that there will now be certain rows at the front of GA, Club Level and Box Level which will not be permitted for 0-3 year-olds. This is based on recommendations from safety experts.
Our Supporter Liaison Officer, Mark Brindle said: "We have made these decisions after a great deal of consultation. It is generally standard practice that under 14s should be accompanied by an adult.
"Regarding 0-3 year olds, there is a higher risk of a small child being hit with a ball, or a fall from the front rows in the stadium. We hope supporters understand that these decisions have been made with their safety as our paramount consideration."
When can I renew my Platinum Membership(s)?
You can renew your Platinum Membership(s) from 9am Thursday, 1st March 2018.
When is the deadline to renew my Platinum Membership(s)?
The deadline to renew your Platinum Membership(s) is 5pm, Wednesday 11th April 2018.
You will require your Membership Number(s) as well as a debit or credit card to complete your Renewal.
You can also renew your Platinum Membership(s) by completing the Application Form(s) enclosed within your Renewal Pack and returning in the pre-paid envelope.
If you would like to renew over the phone, please call our Platinum Membership Team on 0345 262 0001. Phone lines are open Mon – Fri, 9am – 5pm.
How can I renew my Platinum Membership(s)?
You can renew your Platinum Membership online via eticketing.co.uk/arsenal.
Is there a guide to renewing your Platinum Membership(s) online?
Yes, the guide can be downloaded by clicking here.
What is the Online Early Renewal Incentive?
Each seat renewed online by Wednesday 15th March will be entered into a prize draw (one entry per seat renewed). Where you can win a host of prizes including:
- A trip with the team to a European Fixture
- The chance to watch a press conference with Arsène Wenger
- A trip to the training ground
- Signed items
Full terms and conditions for the prize draw can be viewed here:
What happens if I don’t renew my Membership(s) by the deadline?
If you do not renew your Platinum Membership(s) by 5pm, Wednesday, 11th April 2018 then they will be automatically offered to members of the Platinum Membership Waiting List to purchase.
You will continue to enjoy all the benefits of your Platinum Membership for the remainder of Season 2017/18 after which your Platinum Membership(s) and seats will be released.
How do I apply for Seasonal Dining?
To apply for a Seasonal Dining Package, please complete an Application Form included within your renewal pack. You can also contact the Premium Sales team by calling 0345 262 0001 or via email at firstname.lastname@example.org . Please be aware that seasonal dining places are limited and cannot be guaranteed.
How do I apply for an additional seat?
If you would like to apply for an additional seat then please either complete the additional seat box on your renewal form or contact the Platinum Memberships team by calling 0345 262 0001 or by emailing email@example.com as part of your renewal.
What should I do if I do not want to renew my Platinum Membership for Season 2018/2019?
If you do not wish to renew your Platinum Membership(s) then please call our Platinum Memberships Team on 0345 262 0001 who will be able to assist you.
I have applied for Zebra Finance, what should I do?
If you have applied for Zebra Finance then please complete your renewal forms and tick the Zebra Finance box as well as supplying your application number and return the forms in the pre-paid envelope. Upon completion of your application, we will process your Platinum Membership Renewal.
What happens if my Zebra Finance application is rejected?
If your application is rejected we will contact you before the renewal deadline for an alternative method of payment.
What is Platinum Membership and what is Club Level?
Platinum Membership represents your Membership type and benefits in comparison to the other Arsenal Memberships. Club Level is the floor within Emirates Stadium where your seats are located.
I have questions about my renewal, can I contact anyone?
Please call the Platinum Membership Team on 0345 262 0001 or by email firstname.lastname@example.org. Phone lines are open Mon – Fri, 9am – 5pm.
The Platinum Memberships Team will also be available to answer your questions every matchday.
Will I receive new Membership Card(s) for Season 2018/19?
No, your current Membership card(s) will remain active for Season 2016/17. Please do not throw them away.
Ticket Exchange FAQs
Activating your Platinum Membership
Please ensure that all of your Platinum Memberships are activated before using the Online Box Office for the first time.
To activate your Platinum Membership, visit http://www.eticketing.co.uk/arsenal and click Activate It Now.
Type in your Membership Number, Surname and click Find My Account.
(Please note if tickets are owned by a company; the surname field requires the company name as written on your membership card).
Then complete online registration form.
Linking your Memberships
All membership numbers must be activated before linking your memberships.
Linking your memberships will allow you to manage your tickets from one account.
Pick one of your membership numbers to be your primary account and Log In.
Click on your name and membership number in the top right hand corner to enter My Account.
Click on My Arsenal Network under Manage Your Account.
To add existing users Scroll down and click Search for Existing Users.
Enter the Membership Number and Surname that you wish to add to your network and click Search.
Select the correct membership when found. Alternatively, enter the members email address.
Click upgrade in the left column to request authorisation from the member to manage their season ticket.
This must be done for as many memberships you want added to your primary account.
The recipient memberships will need to approve this request, by logging into their account. The request will appear on the homepage within notifications. If the notification is not there, click on your name in the top right hand corner, click on my Arsenal network and approve the request there.
Checking your memberships are linked
Once all memberships have been approved log in to the primary account Scroll down to My Tickets, Click View Tickets (if not already expanded) to check all your memberships are listed.
How does Ticket Transfer work?
Red/Silver/Junior Gunners Ticket Transfer enables season ticket holders unable to attend a game, to transfer their ticket electronically. Once completed the recipients membership card will be activated for the fixture.
New User/Non-Member (ghost membership)
Transferring to a non-member will require you to 'Create A New User '. This can be created by clicking on your name in the top right hand corner. Click on 'My Arsenal Network' then Register a New User.
We recommend you fill out this form using your own contact details, so that you only have to create one of these.
Please note your new membership number and password for future reference.
Transferring tickets to a new user (non-member), will allow you to receive a PDF version of your tickets. When registering a new user, please ensure you have access to the email address you register, as this is where the tickets will be transferred to.
Ticket Transfer step-by-step
Visit the Online Box Office www.eticketing.co.uk/arsenal and Log In.
If you have forgotten your password click Forgot Your Login Details and enter your membership number to reset password.
Scroll down to the game you wish to transfer your tickets. Click View Tickets, then click Manage Tickets.
Find the game you wish to transfer tickets. Click on Manage My Tickets. Tick the tickets you wish to transfer. Click on transfer. Search within 'My Network' to find the recipient, then click select.
You may write a personal message to the recipient Confirm the deadline date and time you would like the completed transfer process to finish All tickets must be transferred and accepted before the deadline.
Press confirm to be taken to a confirmation screen, check information is correct, tick T&C's and Complete Transaction .
What happens next?
You will receive an email to confirm that your ticket(s) have been transferred to your selected recipient (pending their acceptance).
Once your ticket has been accepted by the recipient, you will receive an email to confirm that your season ticket has been deactivated for the relevant fixture.
If the recipient declines, you will receive an email confirmation a and your season ticket(s) will remain active for the relevant fixture.
Please note that a transfer can take up to 30 minutes to complete.
During this time your ticket may still appear as available for transfer.
Please do not attempt to repeat the transaction during this time as you will generate multiple emails to yourself and the intended recipient of the ticket.
Accepting a Ticket Transfer
If you are the recipient of a transferred ticket you will receive an email confirmation with the transfer offer.
Visit the Online Box Office and enter your membership number and password to log in.
After you login you will see the notification notice on the right hand side. Click Action Now to accept the transferred ticket(s).
Click on Manage my Tickets to be sent through to a confirmation screen which gives you the option to accept or decline a transferred ticket. Select Accept the Ticket to complete the transfer. Declining the tickets will cancel the transfer.
You will then receive an email confirming your accepted ticket details. If you are a non-member, you will receive a second email containing your Ticketfast (print at home) ticket. If you declined the tickets you will receive an email confirming your decision and the original season tickets will be reactivated.
* There maybe occasions when paper tickets are printed and dispatched if a fixture is available for sale to friends and family.
Ticket Exchange step-by-step
Visit the Online Box Office www.eticketing.co.uk/arsenal and Log-In.
If you have forgotten your password click Forgot Your Login Details and enter your membership number to reset password.
Scroll down to the game you wish to exchange your tickets for. Click View Tickets, and then click Manage Tickets for the game you wish to exchange.
Then click Manage My Tickets again.
Tick the desired seat(s) that you would like to sell.
Click Sell Tickets to use Ticket Exchange or Sell to a Friend to use Fan to Fan.
The deadline is automatically set to the latest date which you can sell your tickets. Click Confirm.
Tick the Terms & Conditions to confirm the Ticket Exchange agreement and click Complete Transaction.
Make a note of your confirmation details in case you need to refer to them later.
Who is eligible to use the new Ticket Transfer service to transfer their seat(s)?
Platinum (Club Level) Members.
Is this service available over the phone?
No, unfortunately due to the number of transfers that are likely to take place and the need for automation this is an online service only available through wwww.eticketing.co.uk/arsenal.
I am a Platinum Disabled Member can I use the Ticket Transfer service?
Unfortunately you will not be able to use this facility online, however, please contact the Disability Team on 020 7619 5050 for more details.
My friend does not have access to a computer can I transfer their ticket for them via the Ticket Transfer service?
Yes, season ticket holders will also have the facility to transfer other members’ tickets as long they have already been added to your Arsenal Network and upgraded to manage tickets.
Is there a fee to transfer my season ticket?
There is no fee for Platinum Members to transfer their ticket(s).
I have transferred my seat through the Ticket Transfer service which has been accepted and now wish to attend the fixture, is there anything I can do?
Unfortunately no, once a transfer has been accepted your season card will be deactivated. However, you can ask the recipient to forward the TicketFast email on to you.
When can I transfer my seat for a game?
You will be able to transfer your seat for Premier League games from approximately two months prior to a fixture.
Is there a deadline for Ticket Transfer?
You can set your own individual deadline, but the final deadline is 3pm on the last working day before a weekend match, or 10am on the day of a weekday match. Timelines over the festive period and Cup games will differ, please check the Ticket Information page on www.arsenal.com for up to date details or you can view the deadline by entering your membership number & password into the online Box Office (ticket hub).*This service may not be available for all fixtures.
Is there a limit to how many times that I can transfer a seat in a season?
Subject to Ticket Transfer being ‘live’ for a fixture, you can transfer for as many fixtures as you wish.
Can I check the status of my transferred seat(s) online?
Yes, you can view the status by entering your membership number and password into the online Box Office and selecting My Account where you can view your booking history.
When is the latest that a Recipient can accept a ticket transfer?
You can select the date & time the recipient has to either accept or decline the transfer.
If the person I have transferred my ticket to has declined can I select another person to transfer to?
Yes, you can select another person within your Arsenal network to transfer your ticket to.
What can I do if I have transferred my seat and then change my mind?
If the recipient has not accepted your transfer offer then you will have the ability to cancel the pending offer.
What if I transfer a ticket and the recipient does not accept or decline the transfer?
If a transfer offer is not accepted or declined within the default date and time, the transfer offer will expire without notice and the original tickets will be valid for entry to the game. Be sure to remind your transfer recipient to accept the transfer.
I am not a member, how will I receive my ticket?
As a non member you will receive a Ticketfast (print at home) ticket.
I am a member, will be my membership card be activated?
If you are a member, your membership card will be activated with the relevant ticket details, however there maybe occasions when paper tickets are printed and dispatched if a fixture is available via the Friends and Family service or on General sale.
What is My Arsenal Network?
Adding Arsenal members to your Arsenal Network will make it easier for you to use our online services. A full step by step guide can be found on www.arsenal.com.
Download our Ticket Transfer GuideDownload