Leicester City Football Club Supporter Charter by Leicester City

Ian Andrews Colin Appleton Steve Whitworth Pontus Kaamark Malwyn Griffiths Gary Mills Steve Claridge Gordon Banks Theo Zagorakis Johnny Duncan Brian little Ken Leek Roberto Mancini Willie Frame John Sjoberg Simon Grayson Marc North George Dewis Tim Flowers Dennis Rofe Colin Hill Jack Lee Adam Black Simon Morgan Richie Norman Samuel Currie Milan Mandaric Frank O’Farrell Kasey Keller Jim Melrose Tony Cottee Jack Curtis Lilian Nalis Steve Kember Ernie Hine Graham Cross Robert Farrington Ian Ormondroyd Frank Worthington Arthur Chandler Matt Piper Tony James Mark Robins David Gibson Eugene O’Callaghan Les Ferdinand Andy Peake Neil Lennon Derek Hogg Ali Mauchlen Frank Sinclair Mike Stringfellow Gerry Taggart Rodney Fern Ken Keyworth Muzzy Izzet Steve Lynex Robbie Savage Derek Hines Peter Shilton Richard Stearman David Kelly Micky Adams Roger Heywood Graham Cross Paul Ramsey Chris Garland Iwan Roberts Jon Sammels Alan Smith Colin Gibson John Ogilvie Len Glover Ian Marshall Frank Large Keith Weller John Froggatt Martin O’Neill Gordon Lee Mark Wallington Steve Walsh Len Chalmers Arthur Lockhead Phil Gee Matt Elliott Sep Smith Matt Oakley Russell Osman Frank McLintock Robert Farrington Carl Muggleton Kevin Russell Steve Thompson Steve Earle Mike Whitlow Nigel Pearson Ian Walker Matt Gillies Tommy Wright Steve Guppy Nev Hamilton Jimmy Bloomfield Matty Fryatt Derek Dougan David Oldfield Alan Birchenall Steve Sims Paul Dickov Gary McAllister Pegguy Arphexad Ian Wilson Martin Hodge Garry Parker Emile Heskey David Nish Gary Lineker John Duncan Kevin Poole Howard Riley Hugh Adcock Julian Joachim John O’Neil 125 Years and Counting... LEICESTER CITY supporter charter

125 Years and counting... The 2009/10 season brings with it some landmarks in the fabric of our history a successful return to the Coca-Cola Championship following a record-breaking season in League 1 and the club’s 125th anniversary. As we embark upon this landmark season we also set upon a new chapter in the club’s history. From the days in 1884 as Leicester Fosse to the 111 year history at Filbert Street, one thing remains constant during all of the 125 years: the support and involvement of those associated with the club, which over the years has helped nurture what we know as Leicester City Football Club. 2002/03 brought with it a huge leap in the level of facilities offered to supporters with the move to the 32,321 capacity Walkers Stadium, a move which at the time reinforced the club’s commitment to its supporters and staff to provide the best possible level of service and facilities. Throughout the 2009/10 season the club, as always, will continue to strive for improvement on every level, whether customer service, facilities or the quality of product for the paying customer. We here at LCFC pride ourselves in having a strong team ethic both on and off the field of play with dedicated staff aiming to provide the best possible experience for supporters, customers and employees. While we are extremely proud of what has been achieved in 125 years, improvement should always be sought and can be achieved through good dialogue amongst all within the team. The Team We acknowledge that continual development is to be tempered with a great community ethos which will in turn allow for that necessary growth, something of which we here at LCFC are proud advocates. We have a well established and respected community programme and are a long standing part of the fabric of the communities in and around Leicestershire, Rutland and the surrounding areas. We consider those associated with the club, whether supporters, customers or staff, to be invaluable team members who will contribute hugely to this great club’s ongoing development both now and in the future. With your support and guidance we can together reach the club’s ultimate goal of reaching the Barclays FA Premier League. SUPPORTERS CHARTER 2

Why a Supporter Charter?

The charter acts as a blueprint for all parties to help facilitate and administer positive change throughout the club by way of open dialogue and transparency based on the details within the charter and any feedback given to us by supporters and customers. The charter is designed to be an informative, to the point overview of activities empowering supporters with the correct information at a glance to gain an understanding of our operations and key points of communication. Activities detailed within this document are regularly measured against other sporting organisations and businesses within our own industry sector, paying close attention to initiatives successfully used elsewhere when seeking improvement in the services that we provide our very own customers. The completed charter will be available through various communication channels from the official club website www. lcfc.com to a physical copy available direct from the Walkers Stadium, with a hard copy always on hand in the main touch points around the stadium (Main Reception, City Megastore and City Ticket Office).

Leicester City Football Club Supporter Services Matchday

Matchdays are the mainstay of Leicester City Football Club, the basis on which all other aspects of the club thrive and grow. In keeping with our aim to encourage a wider reaching audience to LCFC, for the 2009/10 season we will be offering a wide number of avenues of communication to allow for a personable and satisfactory experience, to provide a positive customer service whether seeking general ticketing information or the purchase of official Leicester City merchandise and match tickets. Purchasing tickets The purchase of tickets has never been easier, with e-Ticketing joining the more traditional methods of enquiry and purchase such as telephone, fax, postal or by visiting the City Ticket Office in person. In keeping with our supporters’ ever changing needs and requirements, whenever possible changes will be made to assist in creating a more stream lined experience for all customers of LCFC, with investment in new methods of transaction whenever necessary. Methods of purchase (Ticketing) • E-mail - Ticket enquiries and purchase can be arranged via e-mail with requests directed to ticket.sales@lcfc.co.uk. • Save time, buy online with our E-Ticketing service www. lcfc.com (online ticket purchases are subject to a £1 booking fee per ticket). • Fax – Requests are accepted via fax on 0116 2294404. • By Post – All postal enquiries should be sent to Leicester City Ticket Office, Walkers Stadium, Filbert Way, Leicester, LE2 7FL. SUPPORTERS CHARTER 3

MARKS ELECTRICAL FAMILY STAND

season, Family Ticketing and Student Supporter schemes. • In Person - Personal callers to the Ticket Office are always Once again for the 2009/10 season, under 8s will be able welcome. The Ticket Office is usually open 7 days a week, opening times and dates are Monday-Friday 9amto attend fixtures for free when accompanied by an adult and seated in our Marks Electrical Family Stand. 5pm, Saturday 9am-1pm on non-matchdays, 9am-kick-off All ticketing schemes introduced are done so with the on matchday, and Sunday 10am-2pm. The City Ticket customer experience in mind. Supporters who are part of Office is also open for 30 minutes following all home the experience, will in turn create a better atmosphere for fixtures, with all opening time changes available at www. lcfc.com. everybody to enjoy together. A new approach has been taken ahead of this 2009/10 • By Phone - While during busier periods it is advised to season with tickets for all 23 home league fixtures now email or visit in person, the Ticket Office can be called available for purchase. This step has been taken to allow on 0844 815 5000 customers a greater choice when selecting which fixtures Concessions to attend during the season. Fixtures for the season will To allow visitors of all ages the best possible opportunity to be graded in either a gold or platinum category with gold visit us here at the Walkers Stadium, ticket prices have been set to cater for a wide range of age groups and budgets. fixtures more affordable to encourage larger crowds to be a part of the match day experience. Tickets for the 2009/10 Coca-Cola Championship will be Memberships offered for the following age categories: The club also operates a number of membership packages • Over 60s, adults, under 22s, under 18s under 12s, for families, adults and junior supporters all of which enable students and registered disabled supporters and their carers. cheaper match ticket purchases throughout the season. All of the available memberships are designed to allow for We at Leicester City Football Club are always looking into a more cost effective way of purchasing new ways to encourage both the fans of L1 K1 J3 J2 J1 H1 G2 G1 tickets but also to enable the individual the future and ways to sustain continued SK1 an association to the club by way of attendance of current Leicester City N1 SK2 membership. supporters. P1 Membership information is available from During the history of our club we have found P2 SK3 www.lcfc.com and can be arranged by ourselves proudly leading the way with P3 SK4 contacting the Ticket Office through the initiatives such as our popular under 8s FREE, B1 B2 B3 1st FLOOR A1 A2 C1 C2 SEATING AREA various channels mentioned above. Grass Roots, and new for the 2009/10 JCC LIGHTING SPION KOP

EAST STAND

UPTON STEEL WEST STAND

Just The Ticket

MATCH TICKET PRICES

ADULT & CHILD JOINT PACKAGES

gold FIXTURES

JCC LIGHTING SPION KOP SK1, SK2, SK3 & SK4 25 21 MARKS ELECTRICAL FAMILY STAND N, P1, P2 & P3 25 21 EAST STAND G1 & G2 25 21 H1 & K1 28 21 J1, J2 & J3 30 21 UPTON STEEL WEST STAND Just The Ticket 20 15 A1 & C2 25 21 A2 & C1 30 21 B1, B2 & B3 32 22

JCC LIGHTING SPION KOP SK1, SK2, SK3 & SK4 32 MARKS ELECTRICAL FAMILY STAND N, P1, P2 & P3 32 EAST STAND G1 & G2 32 H1 & K1 34 J1, J2 & J3 36 UPTON STEEL WEST STAND Just The Ticket 27 A1 & C2 32 A2 & C1 36 B1, B2 & B3 38

ADULTS OVER UNDER UNDER UNDER UNDER 60s 22s 18s 12s 8s

FREE

17 17 20

10 10 10

5 5 5

3 3 3

10 15 19 20

10 10 10 10

5 5 5 5

3 3 3 3

ADULT & ADULT & aDULT & UNDER 18s uNDER 12s UNDER 8s

27 30 32

25 28 30

23 27 32 33

21 25 30 32

£2 PER TICKET DISCOUNT AVAILABLE TO MEMBERS (EXCLUDES UNDER 12 MEMBERS)

PLATINUM FIXTURES

ADULTS OVER UNDER UNDER UNDER UNDER 60s 22s 18s 12s 8s

JCC LIGHTING SPION KOP SK1, SK2, SK3 & SK4 27 23 MARKS ELECTRICAL FAMILY STAND N, P1, P2 & P3 27 23 EAST STAND G1 & G2 27 23 H1 K1 30 23 J1, J2 & J3 32 23 UPTON STEEL WEST STAND Just The Ticket 25 20 A1 & C2 27 23 A2 & C1 32 23 B1, B2 & B3 34 24

JCC LIGHTING SPION KOP SK1, SK2, SK3 & SK4 38 MARKS ELECTRICAL FAMILY STAND N, P1, P2 & P3 38 EAST STAND G1 & G2 38 H1 & K1 41 J1, J2 & J3 42 UPTON STEEL WEST STAND Just The Ticket 36 A1 & C2 38 A2 & C1 42 B1, B2 & B3 44

Derby County, West Bromwich Albion, Sheffield UTD, Newcastle UTD, Nottingham Forest, Middlesbrough

FREE

19 19 22

15 15 15

5 5 5

3 3 3

15 17 21 22

15 15 15 15

5 5 5 5

3 3 3 3

£2 PER TICKET DISCOUNT AVAILABLE TO MEMBERS (EXCLUDES UNDER 12 MEMBERS)

Derby County, West Bromwich Albion, Sheffield UTD, Newcastle UTD, Nottingham Forest, Middlesbrough ADULT & ADULT & aDULT & UNDER 18s uNDER 12s UNDER 8s

29 32 33

27 30 32

27 29 33 35

25 27 32 33

£2 PER TICKET DISCOUNT AVAILABLE TO MEMBERS (EXCLUDES UNDER 12 MEMBERS)

SUPPORTERS CHARTER 4

Group Sales The Leicester City Group Sales Team was launched in the autumn of 2009, with a brief to encourage groups of supporters to attend Leicester City matches together. Schools, Colleges, Universities, Youth Clubs, Junior Football Clubs, sporting organisations and local businesses are just some of the groups already enjoying discounts for multiple ticket purchases. A variety of packages are available, including Half Time penalty shoot outs, whereby groups can take penalties in front of thousands of City fans, the pre-match and half time Guard of Honour, where members of local clubs can provide the official welcome for the players onto the pitch; and the Grass Roots Parade, an opportunity for local teams to parade around the famous Walkers Stadium pitch at Half Time. For more information or to contact the Group Sales Team, either e-mail group.sales@lcfc.co.uk or call 0116 229 4439.

to obtain preference on all away match tickets on a priority basis. This priority system is based on the number of away fixtures attended during the previous season as a way to further reward those who travel the length and breadth of the country in support of the club. The tiered scheme is on a priority of 1, 2 and 3, with 3 being available to all season Ticket Holders. Selling dates for all away match tickets will be published on www.lcfc.com when available. The club reserves the right to vary this system at any time.

Cup Match Ticketing (The FA Cup & League Cup) Priority tickets will still apply to Season Ticket Holders and Members for cup fixtures for the 2009/10 season. All ticket prices will be agreed with the opposing club in all cases and football’s governing bodies whenever a compromise cannot be met. On agreement of prices, be it a home or away fixture, ticket pricing information will be available via club media (in first instance www.lcfc.com). Season Ticket Holders will be given priority to purchase their current seats for cup ties, although should the seat be allocated to the opposition in compliance with competition rules a suitable relocation will be granted to the Season Ticket Holder in this event. All other tickets will be made available at the published time.

Away Visitors to the Walkers Stadium As a football club we have not only our own ‘localised’ supporters, but also the custom of those supporters making the journey from all corners of the country as they follow their own team’s efforts. We also pride ourselves in offering those travelling supporters on a matchday the same care and attention to detail that would be afforded to home supporters throughout the season. We are committed to offering supporters of away teams a comparable admission price to that of the home support and also offer an equal level of service in all aspects of what we do, whether inside or outside of the Stadium. Whenever possible, all away supporters throughout the season will be supplied a specific ‘Family’ section as a part of the allocated away seating area. As with our own home support, we endeavour to provide as inclusive an experience on a matchday as possible to all in attendance. As a Football Club in accordance with Football League regulations we do reserve the right to organise local promotions during the season.

Away Match Ticketing A standard for away ticketing is for Season Ticket Holders

Leicester City Football Club Refunds Policy In the unlikely event of any match postponement at the SUPPORTERS CHARTER 5

Walkers Stadium our refunds policy will take into account the following • Replays of abandoned matches. If a match is abandoned after spectators are admitted to the ground before kickoff, ticket holders will be entitled to free admission to the re-arranged match. Should the match be abandoned after the kick-off, ticket holders will then be entitled to half price admission for the re-scheduled date. In the event of postponement of fixtures after half-time no refunds will be made available to ticket holders in these circumstances. Accessibility for All One of the key features of the Walkers Stadium is that it is accessible for all. All visiting supporters to the Walkers Stadium will be given the best possible opportunity to enjoy the available facilities with the help of our dedicated staff in and around the Walkers Stadium on a matchday. We are extremely proud of our ongoing commitment to allowing spectators from all backgrounds regardless of gender, race, age and ability to enjoy the experiences of a Leicester City first team fixture. Reinforcing this commitment is the close partnerships we as a club have developed with a number of local community groups and also the club’s own Disabled Supporters Association (LCFC- DSA). The Walkers Stadium holds 186 designated wheelchair and carer spaces allowing for varying viewpoints of the action on both ground level and mid view vantage points with the help of fully functioning lift access points. In order to further develop the levels of accessibility both in and around the Walkers Stadium the club also have an appointed Disabled Supporter Co-ordinator who can be contacted via the Ticket Office. Leicester City Football Club is For Everyone – Together.

Transport One aspect of the Walkers Stadium which stands out is the nature of the transport links in and around its vicinity. Home Games - with ideal travel links from the M1 and M69 motorways and also a short distance to Leicester Train station those living around the county boundaries and beyond will find getting to the Walkers Stadium relatively easily. The club offer a range of coach services across the county enabling travel to each and every home league fixture during the season. This official travel service provides and environmentally friendly and affordable alternative to a car journey. Details of your nearest Fox Travel Home route can be obtained by calling the Ticket Office on 0844 815 5000, via email ticket.sales@lcfc.co.uk or by logging onto the club’s official website at www.lcfc.com for full information on all available travel home services. Car Parking We acknowledge that car parking is essential for those making often long distance car journeys to visit the Walkers Stadium and, as such, we are always looking to increase the available levels of car parking available to users of the Stadium through dialogue with local companies to offer further parking solutions. The stadium itself currently houses car parking on the stadium and the nearby Filbert Street car parks on which game-bygame and seasonal spaces are available through the Leicester City Ticket Office (spaces subject to availability and pre booking). Car Sharing Car sharing is an initiative the club would urge all supporters to look into during these environmentally sensitive times. The club itself actively promote the notion of supporters sharing car journeys to the stadium to limit congestion and SUPPORTERS CHARTER 6

also to reduce the carbon footprint of those travelling to matches. Information on the Leicester City Car Sharing Scheme can be found at www.lcfc.com. Fox Travel – Your support is crucial both home and away, so when travelling to those away destinations we like to ensure that the journey is as smooth as possible with our Fox Travel away service. Each coach is hosted by one of our excellent stewards who will be there to help you on your way to the match. Customers wishing to use the Fox Travel away services can find out further details by visiting the City Ticket Office in person, by email ticket.sales@lcfc.co.uk or by calling 0844 815 5000. City Megastore – Open 7 days a week the City Megastore provides top quality official Leicester City merchandise at affordable prices to its customers. Embracing developing sales methods such as online retail and mail order through or dedicated LCFC direct website www.lcfcdirect.com.The Megastore will aim to provide an unparalleled service to customers for the purchase and distribution of all LCFC related product. We want our customers to be 100% satisfied with the products purchased and to reaffirm this intention a full refunds policy is in place. Just like match ticketing, retail is also an area where we strive to supply the best possible product at affordable prices for all of our customers. What we will do for you: • We will always endeavour to provide a quality service, supplying official LCFC merchandise to customers; • Guarantee the dispatch of goods within a maximum of 14 days of the date of initial order (subject to availability of goods);

• Allow for exchange or refund within 28 days of good purchased by original method of payment should you be unhappy with your purchase (proof of purchase required); • Failure to provide proof of purchase will result in items only being exchanged for a credit voucher up to the value of the products, based on their retail price at the time of return or exchange. • Ensure that the lifespan of each item of kit will be clearly indicated on the garment when on display within the City Megastore to ensure transparency on all official kit that is supplied and sold through the various retail outlets.

Leicester City Football Club in the Community

It is widely acknowledged throughout football and in particular here at Leicester City Football Club that community matters. Our key aim in this area is to enable football to be accessible for all, whether through direct community initiatives or through the matchday and customer experience of those visiting the stadium. Community activities are primarily co-ordinated through our dedicated LCFCITC team who conduct various community schemes both on site at the Walkers Stadium and throughout the entire Leicester, Leicestershire and Rutland areas. The community ethos does not stop at our community department but runs throughout the football club. We all, players and staff, fully acknowledge our roles and responsibilities as club ambassadors in our local and wider reaching communities. Our responsibility to YOUR community • To provide Football and sporting opportunities to all; • To enhance develop and support boys and girls SUPPORTERS CHARTER 7

grassroots football through our centre of excellence and development centres; • To provide support and assistance to local charities and worthy causes; • To provide the community with provision of extracurricular education through the Study Support Centre alongside Leicester City Council; • To assist in the development of the Leicester City Community Trust; • To offer wider assistance to the local education authorities through various Community Trust initiatives. In an ever changing society, we as a club are committed to reacting to the changing needs of our local community through sporting or education based programmes. Helping in the Community Over the years we have assisted in raising the awareness and profile of many local charities and individuals fund raising efforts. Our commitment to our local community will see us continue in our efforts for local charities for the 2009/10 season. For the 2009/10 season we will be working closely alongside two very worthy cause, those being: • LOROS • The Royal British Legion This season’s away kit will proudly bear the name of local charity LOROS, who will benefit through additional exposure for their charity and also a number of events planned for the 2009/10 season. In what has now become a more familiar sight nationwide, Leicester City Football Club were the first team to actively acknowledge Remembrance Sunday by placing embroidered poppies on all first team shirts for a designated fixture. A tradition that will proudly continue the Remembrance

fixture will once again form a part of the 2009/10 season’s calendar.

How do WE let YOU know?

We are extremely proud of the outward channels of dialogue in which we communicate with our customers. Whenever possible we will endeavour to inform customers on major issues through the matchday programme, local media and via the club’s official website – www.lcfc.com. Dialogue is something we acknowledge is crucial in improving and developing what we provide as a football club to our customers and supporters. To assist this process we also look to communicate via post and e-mail in order for the communication process to be more personable and tailored to individual requirements and needs. As a customer of Leicester City Football Club your details will be held on the Leicester City database which with the permission of our customers we may wish to contact you from time to time with information on Leicester City Footballs Club’s products. In the event of customers not wishing to be contacted by ourselves or our selected partners ALL customers reserve the right to abstain from any further communications. We as a organisation will NEVER misuse any of the trusted information provided to use by our customers, and will only look to communicate to customers with their prior consent.

How do YOU let US know?

As a club we always strive to have clear lines of dialogue with supporters and customers. Supporters can communicate directly with the club through Fanzone in order to get their voice heard. Fanzone provides a point of contact and feedback can be given by telephoning 0116 229 4555, emailing fanzone@lcfc.

SUPPORTERS CHARTER 8

co.uk or in writing to Fanzone Walkers Stadium Filbert Way Leicester LE2 7FL. In addition to this, Fanzone provides a physical presence on a matchday with the Fanzone pod, which can be found in our concourse areas throughout the season. Your feedback on our performance makes a difference and any observations or issues are welcomed through Fanzone. We consider all supporters and staff to be stakeholders and as such your feedback will allow us to continually monitor and evaluate our service to you. As part of our commitment to excellence in this area, all customer feedback will be responded to within 48 hours of the initial receipt of any query. Fanzone will provide a physical presence on a matchday as well as a direct line of communication for supporters via phone and email.

More than Just a Football Stadium

Most people will be aware of the Walkers Stadium as an exceptional football stadium and the home of Leicester City Football Club. The Stadium in its short history has already boasted some great events staging England v Serbia and Montenegro, Brazil v Jamaica, England under-21s v Montenegro under21s and most recently the opening ceremony of the Special Olympics. Off the pitch the stadium houses a wealth of fully equipped function suites and lounges, all of which are available for hire on non matchdays. The stadiums facilities are all focused on functionality, with an attention to detail which references the fine 125 year history of LCFC. We are justly proud of everything that the Walkers Stadium

offers and are continually working towards insuring that high standards are kept, and that all aspects of the stadium meet all necessary health and safety requirements. We also acknowledge our responsibility regarding the environment, as we make every effort to cut down on our own carbon emissions but also act as positive role models in educating younger supporters to encourage all to make a positive contribution in these areas.

What YOU mean to US

We take great care in assuring that all associated with Leicester City Football Club have a positive experience. Everybody involved with the football club has an important part to play in creating that positive experience which can be enjoyed by all. Your custom and support is vitally important to us whether that be on the terraces as a supporter on a matchday, as a user of one the many function suites or in as a part of Leicester Cityâ&#x20AC;&#x2122;s team of staff. Those associated with LCFC will be provided the best service possible by our staff. They will be invested in to ensure that standards are kept and maintained with opportunities of employment for all. Our commitment to all is to provide the best possible service, with minimal fuss and maximum value.

SUPPORTERS CHARTER 9

Attention to details

Customers wishing to contact Leicester City Football Club can do so through the following channels: Main Address Leicester City Football Club, Filbert Way, Leicester, LE2 7FL

Conference and Banqueting Telephone – 0844 815 7000 Website – www.thewalkersstadium.co.uk E-mail – bookings&reservations@lcfc.co.uk

Main Telephone Number – 0844 815 6000 Ticket Office Telephone – 0844 815 5000 E-mail – ticket.sales@lcfc.co.uk group.sales@lcfc.co.uk Corporate Hospitality, Sponsorship and Advertising Telephone – 0844 815 7000 (option 2) E-mail corporatesales@lcfc.co.uk (Matchday Hospitality) viphospitality@lcfc.co.uk (Sponsorship & Advertising) advertising@lcfc.co.uk City Megastore Telephone – 0844 815 6000 (option 3) E-mail – mail.order@lcfc.co.uk Leicester City Football Club in the Community Telephone – 0116 2915223 E-mail – fitc.enquiries@lcfc.co.uk Fanzone Telephone – 0116 2294555 (24hr/7 days a week supporter message service) E-mail – fanzone@lcfc.co.uk Website/Leicester City Foxes Player registration queries E-mail – customerservices@performgroup.com SUPPORTERS CHARTER 10