SEASON TICKET RENEWAL TIMELINE: KEY DATES

What are the key dates relating to 2026/27 season ticket renewals?

• Wednesday 11 March, 2pm – season ticket renewal window opens

• Friday 10 April, 5pm – season ticket renewal window closes

• Friday 10 April, 5pm – deadline to submit seat move request form

• w/c 13 April – season ticket seat moves by appointment

• w/c 1 May – season ticket sales window for qualifying members opens

• Friday 22 May, 2pm – season ticket sales window for qualifying members closes

• Wednesday 1 July – first of twelve direct debit payments for those choosing to pay by this method

SEASON TICKET RENEWAL DETAILS

SEASON TICKET BENEFITS

What’s included in my season ticket?

• Your seat for all our Premier League home matches at Gtech Community Stadium

• Priority access to all pre-season and cup games*

• Priority access to all away league fixtures*

• Ability to re-sell your ticket using the club’s ticket exchange should you not be able to attend

• Ability to forward your ticket to a friend or family member*

• Purchase additional tickets for friends and family on the ticket exchange*

• Access to your offers hub with exclusive discounts

*Subject to availability and Ticket Access Points (TAPs). Terms and conditions apply.

How will I receive my season ticket?

• Season tickets for season ticket and premium seat holders will be distributed digitally ahead of the 2026/27 season. You will be able to download your season ticket to your wallet on your smartphone, or access it through the official Brentford FC app.

• We understand that some fans may face barriers to using digital tickets. In exceptional circumstances preventing you from using a digital ticket, you can request a physical season card. Cards are issued by request only and all requests will be reviewed on a case-by-case basis. To submit a request for a physical card, please email [email protected]. Find out more about digital ticketing here.

• Supporters who were previously granted a season ticket card due to exceptional circumstances will be contacted prior to the 2026/27 season to see if a card is still needed.

PAYMENT OPTIONS

I want to pay for my season ticket in full

• Season tickets can be purchased in one payment online, by phone (0333 005 8521) and in person. If you're renewing your season ticket online, log in to your ticketing account first.

• Please note that if you do not opt in to auto-renewal, you can use your ticketing credit when paying online.

I want to pay for my season ticket by direct debit

• Payments will be taken on or around the first day of each month.

• The first payment will be taken on 1 July 2026 followed by a further eleven monthly payments until June 2027.

• Our direct debit option is interest free.

• Please note that if you do not opt in to auto-renewal, you can use your ticketing credit when paying online.

• If you have any questions about direct debits that aren’t answered in these FAQs, please contact our team via email [email protected] or via phone 0333 005 8521, choosing Option 1 for box office and then Option 2 for season ticket renewals.

How do I opt-in to autorenewal

• You have the option to opt-in to autorenewals during the purchase journey.

• For guidance on how to opt in to autorenewals, please view our how-to guides.

How do I opt-out of autorenewal

For guidance on how to opt out of autorenewals, please visit our how-to guides.

Can I use my ticket credit balance against the price of my season ticket renewal?

• Yes, but only if you do not opt in to auto-renewal. You can select the option to use your ticketing credit when paying online.

• You can pay in full using ticketing credit if you have enough credit in your account.

• You can also use ticketing credit as part payment and pay the remaining balance by card or direct debit.

• If you opt in to auto-renewal, you will not be able to use your account credit towards your season ticket payment.

• If you don’t use your ticket credit for your season ticket renewal, your balance will be carried forward and can be used for other ticketing purchases in the future, including for away and cup games.

SEAT MOVES

Can I request a seat move for next season?

• Yes. You will be able to request a seat move but there is no guarantee that a better seat will be available due to the existing level of demand for season tickets.

• If you would like to request a seat move, you must renew your existing seat and then complete this form here by 10 April 2026, 5pm.

• The box office team will then contact those fans who have submitted a seat move request to discuss a possible move.

Can I move to the Dugout or into a premium seat area?

• Season ticket holders interested in moving to the Dugout or a premium seat area are advised to renew their current seats within the season ticket renewal window and complete this form here by 10 April 2026, 5pm.

• Requests will be considered subject to availability after our deadline.

• Priority will be given to supporters who have held a season ticket for three years or more.

Someone in our group is not renewing and there is a gap in the middle of our seats, what should we do?

Please contact the box office by email ([email protected]) /phone (0333 005 8521) / who will assist you further.

NEW SEASON TICKETS

Will there be any more season tickets going on sale for the 2026/27 season?

• There may be a small number of season tickets going on sale to qualifying members for the 2026/27 season, depending on renewal rates. Members who meet our TAPs requirement and attendance threshold will be invited to purchase a season ticket for the 2026/27 season.

• The requirement for members wanting to purchase season tickets for the 2025/26 season was 1000+ TAPs with attendance at 12+ games during the 2024/25 season (at least 10 of these must have been home games), with under-18s needing to have attended 16+ home games.

• Members who meet the eligibility criteria below will be invited to purchase a season ticket if any become available:

  • Adults

    • 1,000+ Ticket Access Points (TAPs)

    • Attended at least 12 fixtures in total

    • Attended at least 10 home fixture

  • Juniors

    • 550+ Ticket Access Points (TAPs)

    • Attended at least 14 home fixtures

• If you are interested in becoming a member for the 2026/27 season, please visit this link here.

CONCESSIONS

How do the club determine what age category I am in?

• The price tariff is based on the age you are on 1 August 2026.

• Juniors – under-18

• Young persons - 18-24

• Adult - 25-64

• Seniors - 65+

My season ticket renewal is showing the wrong age category, what should I do?

• This is likely to be because we do not have a date of birth registered for you or the date of birth on your account is incorrect.

• To correct this, please contact the box office (at [email protected] or 0333 005 8521). You will need to provide some identification of your age so we can amend our records.

• Supporters can show a valid driving licence, passport, birth certificate, freedom pass, national identity card or other recognised official photographic identification to confirm that they are using the right concession rate.

• Supporters should contact the box office to upgrade concession rate season tickets for individual matches if they will be used by a supporter who doesn’t qualify for that concession rate. Upgrades do not incur an administration charge if undertaken ahead of matchday. On matchdays, a £5 administration charge is applied for each upgrade.

• Spot checks will take place to ensure that all supporters have the correct tariff tickets and sanctions may be applied if use of the incorrect tariff is found.

SUPPORT FOR RENEWING SEASON TICKETS

If you have any queries not answered in the FAQs or you require special assistance in general, please contact our box office team at [email protected] or by phone on 0333 005 8521 and they will be able to assist you.

Can I renew the season ticket for my personal assistant (for people with disabilities) online?

Yes, complimentary personal assistant season tickets, specifically for those attending to assist fans with disabilities, can be renewed online once the appropriate supporting documentation is uploaded.

Supporters who had a complimentary personal assistant/disabled helper season ticket during the 2025/26 season will be contacted separately with more details about this process. If you have any questions on this, please email us at [email protected] or contact the box office team on 0333 005 8521.

Can I renew in person at the box office?

• You can renew at the box office, but not on matchdays. Box office opening times can be found on the contact us page on our website.

• You can also renew online by logging in to your ticketing account or by phone on 0333 005 8521.

FAMILY AREA ELIGIBILITY

What are the family area eligibility rules for the 2026/27 season?

• From the 2026/27 season, only families/groups where the youngest member is under-16 on 1 August 2026 will be eligible for season tickets in the family area.

• Groups where the youngest member is 16 or older by this date will no longer be able to renew in the family area.

• Each family/group is permitted a maximum of two adults.

Why is there an eligibility criteria for the family area?

• The family area is designed to be a dedicated space for young fans and their families to enjoy matches in a suitable environment. Due to high demand, we are updating the eligibility criteria to ensure there is continued availability for junior Bees.

What happens if we are no longer eligible for the family area?

• If you are impacted by the change, you will have priority access to move to a different area in the stadium before seat moves open to other season ticket holders.

• Fans impacted will be contacted by our box office team.

If I’m no longer eligible to sit in the family area, when can I change my seat?

• Fans who previously were eligible to sit in the family and now require a seat move have been contacted via email.

• Seat moves will happen after the season ticket renewal window closes on 10 April 2026.

• If you are no longer eligible to sit in the family area and haven’t been contacted, please our box office at [email protected] or calling 0333 005 8521.

I’m eligible to sit in the family area but would like to move seats. How do I request this?

• You can request a seat move during the season ticket renewal window by filling out the seat move form here, or contacting us at [email protected] or calling 0333 005 8521.

DIGITAL TICKETING

Will I get a new season ticket card next season?

• No. For the 2026/27 season, all season tickets, including premium seats, will be digital for all home Premier League fixtures.

• We understand that some fans may face barriers to using digital tickets. In cases of exceptional circumstances preventing you from using a digital ticket, you can request a physical season card. Cards are issued by request only and all requests will be reviewed on a case-by-case basis. Use this form to submit a request and explain your circumstances. Find out more about digital ticketing here.

• Supporters who were previously granted a season ticket card due to exceptional circumstances will be contacted prior to the 2026/27 season to see if a card is still needed.

How will I get my season ticket?

• From the 2026/27 season, all season tickets – including premium seats – are issued digitally. Physical season cards and downloadable PDF tickets are no longer available (unless you have been approved for an exemption).

• Your digital season ticket will be stored in your Brentford FC ticketing account and can be accessed on your mobile device via the official Brentford FC app.

• Digital season tickets for the 2026/27 season will be distributed ahead of the new campaign. We will confirm by email once they are available to download.

Why have Brentford FC moved to digital season tickets?

• In August 2024, Premier League clubs voted to make digital ticketing mandatory from the 2026/27 season.

• Brentford FC introduced digital-only season tickets ahead of this deadline to give supporters time to become familiar with the system and to ensure we could provide appropriate support during the transition.

How does digital ticketing benefit fans?

• Moving to digital ticketing makes purchasing and sharing tickets more secure and helps us identify ticket touts. By managing everything online through your ticketing account, it improves our visibility of who is attending matches to ensure, as best we can, that home areas are for home fans only.

• Digital tickets are not new to Brentford and are quick and easy to use. With ticket forwarding available online, you’ll be able to send your tickets to friends and family in just a few clicks and manage all your tickets in one place.

• TAPs are awarded based on attendance. With digital tickets shared online, we can ensure that it’s the person that attends that will receive TAPs to their account. This aligns with our five-year rolling TAPs system, which rewards active and consistent attendance, giving fans a pathway to accessing tickets for high-demand fixtures.

How do I access my digital season ticket?

• Your season ticket will be available in your Brentford FC ticketing account and can be scanned from your mobile device at the turnstile. More details on how to download and store your ticket will be shared before the start of the 2026/27 season.

Where can I learn how to use my digital ticket?

• To help fans familiarise themselves with how to access and share digital tickets, we have made educational resources, including explainers, how to guides and FAQs.

• Fans who need one-to-one support are welcome to visit our box office team or contact them by email [email protected], or calling 0333 005 8521.

Does this impact away tickets?

• In the 2026/27 season, all Premier League clubs will use digital ticketing. All clubs voted to introduce this in August 2024.

SHARING DIGITAL TICKETS

How do I share my season ticket?

• All ticket sharing can be done online via your Brentford FC ticketing account. The person receiving the ticket must:

• Have a registered Brentford FC ticketing account.

• And be in your Friends & Family network

• To help fans learn the process for sharing digital tickets, we have created educational resources, including how to guides and FAQs. For fans that need one-to-one support, fans are welcome to contact our box office team for assistance at any time at [email protected], or by calling 0333 005 8521, or speak to them in person at the Gtech Community Stadium.

Will I still be able to download a print at home PDF ticket?

• You are no longer able to email yourself a PDF of your ticket that you can print at home. Sharing tickets will be managed online only.

Who can season ticket holders share their season ticket with?

• For the majority of fixtures, you can send your ticket to anyone in your Friends & Family network.

• For select games with an exceptional high-demand, the recipient in your Friends & Family network will need to have a membership and meet the TAPs threshold for that match to use your ticket. This is to ensure that, as best we can, we keep home areas for home fans only, and make more high-demand tickets available for members with the qualifying amount of TAPs.

• Examples:

• Cat B: Everton (H) – you can share your ticket with anyone in your Friends & Family network

• Cat A: Tottenham Hotspur (H) – you can share your ticket with anyone in your Friends & Family network

• Cat A+: Liverpool (H) – you can share your ticket with a member in your Friends & Family network who has 100+ TAPs

Can premium seat holders share their tickets with anyone?

• Yes – premium seat holders can transfer their tickets to anyone by entering the recipient’s email address online, even if they’re not in their Friends & Family network.

• They also have the option of forwarding tickets to Friends & Family.

How will TAPs be allocated for forwarded digital season tickets?

• By sharing your ticket, you are forwarding it on to another fan. When you forward a ticket online, the recipient must accept it. Once accepted, the ticket is officially forwarded to them, and they will receive the TAPs if they attend the fixture.

• The original season ticket holder will not receive TAPs for a forwarded ticket. This ensures that TAPs are awarded to the person who attends the match. This aligns with our five-year rolling TAPs system, which rewards active and consistent attendance to give fans a pathway to accessing tickets for high-demand fixtures.

SUPPORT FOR THE DIGITAL TICKETING TRANSITION

What support will be available to help with digital tickets?

• To help fans familiarise themselves with how to access and share digital tickets, we have created educational resources, including how to guides and FAQs.

• For fans that need one-to-one support, fans are welcome to contact our box office team for assistance at any time at [email protected], or by calling 0333 005 8521, or speak to them in person at Gtech Community Stadium.

EXEMPTIONS FOR EXCEPTIONAL CIRCUMSTANCES

Can I still request a physical season card?

• We understand that some fans may face barriers to using digital tickets. In cases of exceptional circumstances preventing you from using a digital ticket, you can request a physical season card. Cards are issued by request only and all requests will be reviewed on a case by case basis. Use this form to submit a request and explain your circumstances. Find out more about digital ticketing here.

• Supporters who were previously granted a season ticket card due to exceptional circumstances will be contacted prior to the 2026/27 season to see if a card is still needed.

Payment options and fees

Can I pay for my premium season ticket in full?

• Premium seats can be purchased in one payment online, by phone (020 8380 9930) and in person. If you're renewing your season ticket online, log in to your ticketing account first.

• Please note that if you do not opt in to auto-renewal, you can use your ticketing credit when paying online.

Can I to pay for my premium season ticket by direct debit?

• Payments will be taken on or around the first day of each month. The first payment will be taken on 1 July 2026 followed by a further eleven monthly payments until June 2027.

• Our direct debit option is interest free.

• Please note that if you do not opt in to auto-renewal, you can use your ticketing credit when paying online.

• If you have any questions about direct debits or if you haven’t received confirmation of your payment terms via email by Friday 12 June, please contact our team via email at [email protected] or phone 020 8380 9930.

Can I pay for my premium season ticket by invoice?

Please contact the premium services team by phone on 020 8380 9930 or by email at [email protected].

Can I use my ticket credit balance against the price of my season ticket renewal? 

• Yes, but only if you do not opt in to auto-renewal. You can select the option to use your ticketing credit when paying online.

• You can pay in full using ticketing credit if you have enough credit in your account.

• You can also use ticketing credit as part payment and pay the remaining balance by card or direct debit.

• If you opt in to auto-renewal, you will not be able to use your account credit towards your season ticket payment.

• If you don’t use your ticket credit for your season ticket renewal, your balance will be carried forward and can be used for other ticketing purchases in the future, including for away and cup games.

Can I opt in to automatically renew my season ticket for the 2027/28 season?

At checkout, you will have the option to opt in to automatic renewal for the 2027/28 season. If selected, you will be notified of your season ticket price next season, and payment will be taken automatically using your saved payment method. We will contact you in advance of the 2027/28 renewal window with further details.

How do I opt-in to autorenewal?

• You have the option to opt-in to autorenewals during the purchase journey.

• For guidance on how to opt in to autorenewals, please view our how-to guides.

How do I opt-out of autorenewal?

• You have the option to opt-in to autorenewals during the purchase journey.

• For guidance on how to opt out of autorenewals, please visit our how-to guides.

What is a premium licence? 

• To purchase a premium seat at Gtech Community Stadium, you need to have a premium lifetime licence.

• Previously, the club has sold short-term licences and lifetime licences. At the end of this season, all short-term licences are due to expire and moving forward, the club will only sell lifetime licences.

• Fans on a short-term licence have already been informed that they will need to upgrade to a lifetime licence. To upgrade, you will only be charged the difference between the cost of a short-term licence and a lifetime licence

• Fans becoming a premium seat holder for the first time will need to pay the full lifetime licence fee.

Why are you no longer selling short-term licences?

• Ahead of the move to Gtech Community Stadium, we offered fixed-term licences to give supporters the opportunity to experience the new facilities before committing to a premium package.

• Moving all fans to lifetime licenses creates a more uniform and consistent experience for all our premium guests.

What if my circumstances change and I need to break out of my lifetime licence?    

• In the first instance, you can look to transfer your licence to a friend or family member.

• If you do not have someone you know who wishes to take on your licence, we do consider buy-backs. Each case is assessed individually according to the terms of the licence agreement. We will always approach such discussions positively, factoring in the current demand and timings. However, the club is not under any obligation to agree to a buy-back.

If I have a lifetime licence and I decide to not purchase a season ticket for a year or more, does this terminate my licence agreement?  

• Yes. The terms and conditions of the agreement mean that the licence would be terminated. If you are considering taking some time away, please contact the premium services team by phone on 020 8380 9930 or by email at [email protected].

 How do I know if I have completed my premium season ticket renewal?  

• You will initially receive a confirmation email from Ticketmaster and will be able to view your seat in your ticketing account.

• You will also receive a confirmation email from the club containing renewal information and next steps.

How often will I need to renew my premium season ticket?

• Premium season tickets will now be renewed on an annual basis.

Licence and transferring guidelines

Can I sell my licence directly to another supporter?   

• Yes, as per the terms and conditions of the licence and subject to club approval. The seller must agree the price with the buyer directly.

• An administration fee of £100 plus £50 per seat applies. This works out as £150 for one seat, £200 for two seats, £250 for three seats, and so on.

• The buyer must then purchase a premium seat season ticket directly from the club.

What is the process for selling my licence to another supporter? 

• You should contact the Premium Services team first. They will ask you to complete a form and provide details of the proposed buyer, which is required under the terms and conditions.

• Subject to the club’s approval, all parties will then sign the necessary paperwork. The seller and the buyer must agree and arrange the payment directly.

• The buyer must then take over the payment arrangements at an agreed date.

Does the buyer need a certain number of TAPs to acquire a licence from another premium seat holder?  

No, but the club needs to approve the transfer of a licence to the nominated buyer. The new buyer will not acquire any of the seller’s TAPs as part of the transfer.

What happens to my TAPs if I transfer my licence?   

• The seller will retain their TAPs. TAPs are linked to the individual and not the seat.

What is the procedure if I wish to cancel my licence mid-term?

• Your termination rights are detailed in your licence agreement. You should contact the premium services team to discuss.

I’m interested in buying a licence from someone I know, how do I do this?  

• The seller must initiate the sale by contacting the premium services team.

If someone passes away, what happens to their licence? 

As per the terms and conditions of the licence, you are able to bequeath it to another person as part of their estate via their will. Alternatively, speak to us directly by contacting the premium services team.

When does a lifetime licence expire? 

A lifetime licence will expire in the summer of 2071 or if the club moves from Gtech Community Stadium.

2026/27 Premium Matchday

How long before a match can I access my premium lounge?

• From the 2026/27 season, premium lounge access will open two hours before kick-off.

• The new lounge opening time starts from the first pre-season friendly of the 2026/27 season onwards.

How long after a match can I access my premium lounge?

• Post-match lounge access is one hour after full-time.

Where can I find my lounge opening time for each match?

• You will find lounge opening times in your premium pre-match email communications and on your matchday itinerary for each fixture.

Does the ‘every seat counts’ policy apply to premium seat holders?  

• Yes, as per the terms and conditions. Information on the ‘every seat counts’ policy can be viewed here. https://www.brentfordfc.com/en/every-seat-counts-policy.

Moving Areas In The Gtech

 Can I request a move to a different lounge and different seat for next season?  

• Yes. You may request a seat move, but there is no guarantee that a better seat will be available. If you would like to request a seat move, please complete the seat move form here.

• If you have any questions regarding a seat move within our premium lounges, please contact the premium services team by phone on 020 8380 9930 or by email at [email protected].

Can I leave the premium area and become a general admission season ticket holder?  

• Yes, premium seat holders can move to a general admission area of the stadium, if there is availability.

• If you’re certain you want to move out of premium areas, don’t renew your current premium season ticket and complete our seat moves request form here. However, please not that alternative seats are subject to availability and if you don’t renew your seat and then change your mind we cannot guarantee that your orignal seat(s) will still be available.

• If you’re unsure if you want to move, or would like to see what’s available, we recommend that you renew your current premium season ticket so that your seat is secured for next season. Then, complete the seat move request form here.

• If you renew your premium seat but move to general admission, your account balance will be adjusted accordingly and any overpayments will be refunded.

I am a general admission season ticket holder, can I move to premium?  

• Yes, if there is availability. Season ticket holders should detail their request via this form. We recommend season ticket holders to first renew their season ticket to avoid the risk of losing their existing seat.

What is the 'every seat counts' policy?

• The ‘every seat counts’ policy is in place to minimise the number of empty seats on home matchdays.

• You need to ‘use’ your season ticket/premium seat for as many games as possible, either by attending yourself, sharing your ticket with someone else, or listing your ticket on the ticket exchange for another fan to purchase.

• If you don’t use your ticket for a home league match, you will receive a ‘yellow card’.

• If you get four yellow cards between the start of the 2026/27 season and the opening of the season ticket renewal window in 2027, you will lose the automatic right to renew for the 2027/28 season.

Your season ticket/premium seat will be recorded as ‘used’ if you take one of the following actions:

• You attend the match and have your digital season ticket (or season ticket card) scanned on entry to the stadium.

• You share your ticket to another Brentford supporter within your Friends & Family network, and the recipient scans the ticket on entry to the stadium. *

• You list your ticket on the ticket exchange before the deadline of 2pm the day before the match.

• You list your ticket on the ticket exchange after the 2pm deadline and it sells before kick-off. You will receive a yellow card if your ticket does not sell.

*Premium seat holders have the additional benefit of sharing their ticket outside of their Friends & Family network.

Who can I share my ticket with and what are the rules?

• Season ticket holders can forward their ticket with other fans in their Friends & Family network. You can add people to your network on your ticketing account.

• For selected fixtures with a high demand for tickets, the recipient in your Friends & Family network will need to have a membership and meet the Tickets Access Points (TAPs) threshold for that match. More information here.

• Premium seat holders can transfer their ticket with anyone online by using the recipient’s email address, even if that person isn’t in their Friends and Family network. They also have the option of forwarding tickets within their network.

• As the season ticket holder, your ticket is your responsibility. You should ensure that the person that receives your ticket attends the match and the ticket is scanned. If it is not scanned, you will receive a yellow card.

• You are not permitted to exchange any money excess of the face value of the ticket when you share your ticket.

When should I use the ticket exchange?

• If you are either unable to attend the match, or you are not sharing your season ticket with another Brentford supporter who will attend in your place, you should list your ticket on the ticket exchange.

• In order to have the best possible chance of selling your ticket on the ticket exchange, you should list with plenty of time before the deadline, which is always 2pm the day before a match. Planning ahead and listing your ticket for games you know you can’t attend is the best way to avoid getting a yellow card.

• The club guarantees to pay out the pro-rata value of Premier League tickets if you list your ticket at least seven days in advance of matchday, offering additional value back to you. You’ll get pro-rata credit reimbursed to your account, regardless of whether your ticket sells on the ticket exchange, as long as you list a week in advance. For example, if you list up until 11.59pm on the Saturday prior to a game at 3pm on the following Saturday you will receive 1/19th of the cost of your season ticket back as credit into your account.

KEEPING TRACK OF ATTENDANCE DURING THE SEASON & THE DISPUTES PROCESS

How does the club keep track of how many games I attend?

• When you enter the stadium, you must ensure that your season ticket is scanned. This data is kept on record by the club.

• If your ticket is not used by yourself, someone else, or you list your ticket on the ticket exchange after the deadline and it does not sell, we will email you within five working days after the match to let you know that you have received a yellow card for that game.

• If you do not have an email address, the club will communicate via text or letter to inform you that you have received a yellow card. Fans’ yellow cards will also be visible on a dashboard within their ticketing account.

• We strongly recommend that you check that we have your most up to date contact details on your account. It is your responsibility to ensure that your contact details are accurate.

• Our post-match communications will include reminders of how to share or list your ticket if you can’t attend a match. You will also be told how to appeal a yellow card if you think that you have been given one incorrectly for that match.

What happens if I share my season ticket on to a friend or family member to use for a game, does this count as me having ‘attended’ the match?

• Yes, but only if the ticket is scanned. Season ticket holders can forward their season ticket to anyone in their Friends & Family network for a particular game. * You can add other people to your network from your ticketing account. Premium seat holders have the additional benefit of transferring their ticket outside of their network.

• As the season ticket holder, your ticket is your responsibility, and you will need to ensure that the person that receives your ticket attends the match and the ticket is scanned. If it is not scanned, you will receive a yellow card.

• You are not permitted to exchange any money in excess of the face value of the ticket when you share your ticket.

• If you have a concessionary ticket and want to share your ticket with an adult, you will instead have to upgrade your ticket. Instructions on how to do this are available on our website.

• Season ticket holders are strictly not permitted to pass their season ticket to an away supporter. Brentford FC ground regulations state that away supporters will be denied entry or ejected from home areas if identified. As the season ticket holder, you will be held responsible for the attendee’s behaviour and will be liable for club sanctions if the ticket is obtained by an away supporter

• *For selected fixtures with a high demand for tickets, the recipient in your Friends & Family network will need to have a membership and meet the Tickets Access Points (TAPs) threshold for that match.

Will I be warned if I am in danger of reaching the four yellow card threshold?

• Yes. We’ll send you an email for each match that you receive a yellow card, and we’ll notify you if you are close to reaching the threshold.

• The box office or premium services team may attempt to contact you by phone.

• Additionally, fans’ yellow cards will be visible on a dashboard within their ticketing account at any time.

• Ensure your contact details are up to date so the club can get in touch with you throughout the season. It is your responsibility to ensure that your contact details are accurate and up to date.

Disputes process - What if I receive a yellow card for a game I attended?

• In the unlikely event that you receive a yellow card email, but you did ‘use’ your ticket, you can appeal the yellow card within fourteen days of receiving the email. You’ll be asked to provide information to help us determine whether you were at the game. Please include as much information as possible.

• The club will check the stadium’s CCTV from the game and will revoke your yellow card record if your appeal is granted.

What happens if my usage record drops off significantly after the season ticket renewal date?

• You will receive reminder emails about the importance of using your ticket to ensure we’re working together to reduce the empty seats on matchdays. The club will keep all absences on record.

LISTING SEASON TICKETS ON THE TICKET EXCHANGE

If I list my season ticket on the ticket exchange, does it need to be sold for it to count towards my usage target?

• No. As long as the ticket is listed by 2pm on the day before the game, it will count towards your usage target.

• Tickets listed after 2pm will only count as ‘used’ if they are sold before kick-off.

• The 2pm deadline gives us the best opportunity to resell the seat and helps reduce empty seats in the stadium.

When I list my season ticket on the ticket exchange, how much will I receive if it is re-sold?

• If your ticket is re-sold for an individual match, you will receive 1/19th of the amount paid for your season ticket.

• This will be refunded as credit in your ticketing account.

• Please note that credits are processed periodically throughout the season and are not issued automatically at the point of re-sale.

How do I list my ticket on the exchange?

• We provide clear guidelines and ‘how to’ guides on how to list your season ticket on the ticket exchange if you can’t attend a game at the start of the season.

• If you are still unclear or don’t have access online to your ticketing account, you can call the box office on 0333 005 8521 (option 1)/premium services team on 0333 005 8521 (option 2) and they will assist you with listing your season ticket.

If I list my season ticket, do I retain my Ticket Access Points (TAPs)?

• Season ticket holders will only gain TAPs if they attend the game themselves.

• If a fan purchases a ticket on the ticket exchange or receives a forwarded/ transferred ticket, the recipient will receive the allocated number of TAPs for attending that match, assuming they go to the game and scan their ticket on entry into the stadium. The season ticket holder will not receive any TAPs.

If my ticket is listed but not sold, or I shared it with someone else and they do not attend, do I retain my TAPs?

• No, you will not get your TAPs unless you attend the match yourself.

When purchasing for others in your Friends & Family network, how does it work with ticket exchange credit?

• If you are purchasing a season ticket for someone in your Friends & Family network, please note that any ticket exchange credit will go directly to the season ticket holder, even if they did not purchase the ticket themselves.

• To allocate credit to other fans within a Friends & Family network, season ticket holders must contact the box office to get the credit manually transferred.

I bought a group of season tickets for friends and family for the 2026/27 season. My friends and family have used the ticket exchange to sell their seats during the 2025/26 season, but I don’t see this credit in my account. Why is this?

• Your friends’ and family’s credit will have been applied to their respective accounts. Please contact the box office to transfer credit within your Friends & Family network.

I have someone in my Friends & Family network, but I am unable to renew their season ticket. Why is this?

• This is either because the person has already renewed their season ticket, or because the permissions are not set up for you to purchase products for them. To be able to purchase and list tickets for resale on behalf of your friends and family members, you must be managing their account. More information on assigning permissions to friends and family accounts can be found here.

HOW THE POLICY IS APPLIED FOR DIFFERENT GROUPS

• As a general rule, the ‘every seat counts’ policy applies to all season ticket holders aged 18 and above. The sections below provide more detail on how the policy is applied for those supporters attending with a personal assistant/carer and for family groups.

How does it work for season ticket holders who attend games with a personal assistant or carer?

• Fans who attend matches with a carer are exempt from this policy, as is their personal assistant/carer’s season ticket.

How does it work for those under 18?

• If a family group cannot attend a match, we strongly encourage that all tickets are listed on the ticket exchange.

• However, we appreciate that young fans are reliant on adults bringing them to the game and managing their ticketing account.

• If an adult within a family group meets the renewal criteria (three yellow cards or less) but the under-18s do not, then the under-18s will be protected. The adult and under-18 will be invited to renew their season tickets together.

• If a young person who is old enough to attend the game on their own (aged 14+) meets the renewal criteria but an adult in the group does not, then the adult will not be invited to renew. The young person (14+) will be invited to renew in this situation. Adult season ticket holders must be responsible for using their own ticket. The young person cannot therefore ‘save’ an accompanying adult who has not met the minimum usage criteria.

• If an adult who has children under the age of 14 in their group does not meet the usage criteria, the children will not be invited to renew their season ticket unless there is another adult season ticket holder within their group who meets the criteria and has permission from the child’s parent or guardian to supervise them at matches. In these circumstances, we will need to make any necessary seat moves to ensure that the children can be supervised in line with ground regulations.

How does it work for premium seat holders?

• The same principles apply for premium seat holders.

EXEMPTIONS FROM THE POLICY

Will the club consider any exceptional circumstances if I am unable to use my season ticket for a game?

• We want to encourage fans to use their season ticket for every game. However, we know that last-minute situations can prevent you from transferring or listing your season ticket. If this happens, a yellow card will be issued but all fans are allowed to receive up to three yellow cards during the season before the season ticket renewal date in 2027 without any consequences.

• However, if you miss four games, and therefore receive four yellow cards, you will lose your automatic right to renew your season ticket.

• With demand for season tickets exceeding supply, we want to ensure that as many seats as possible are filled on matchdays. If a season ticket is not being regularly used, we want to offer the opportunity to other supporters who are able to attend games more frequently.

• Upon notification of the death or extreme ill health of a season ticket holder, a season ticket can be transferred if the season ticket holder bequeath it in their last will and testament. If the immediate family of the season ticket holder makes a request, the name and address of the season ticket can be transferred into the name of a new, immediate family member at no charge. This is at the discretion of the club and provided that the new season ticket holder accepts the then current terms and conditions (including that they may not be entitled to the right to future season renewals). TAPs will not be transferred to the new season ticket holder.

I live a long distance away from Brentford, do I get any additional grace for non-usage, for example for midweek evening games?

• No. Fans who live further away will not be given preferential terms as the distance to travel does not prevent fans from listing their season ticket on the ticket exchange.

When does the ticket exchange open ahead of each match?

• The ticket exchange will be open from the start of the season for season ticket holders to list at any time. However, we would recommend that supporters wait until the TV fixtures are announced for league and cup games before listing, so you know the confirmed dates.

• The ticket exchange will be open for members to purchase tickets for each match from when the fixture goes on sale, subject to availability and TAPs.

• Season ticket holders' access to the ticket exchange is subject to the availability of tickets. Season ticket holders will be notified when they are able to access additional exchanged tickets via club channels

Is it possible for me to ask for a short-term ‘sabbatical’ from my season ticket due to work, overseas travel or illness?

• Yes, this can be requested by notifying the box office in writing (via email or by post). Requests by phone will not be accepted.

• If a sabbatical is granted, your season ticket will be listed on the ticket exchange by the box office team for all matches during the period granted.

• Or you can simply list your season ticket on the ticket exchange yourself for those games that you will miss.

• For the avoidance of doubt, your season ticket will not be valid for use if a sabbatical is granted by the box office team during this time.

What happens if I am ill on the day of the game or if I have a last-minute change of plans which prevents me from attending a match on the day?

• You should always try to list your season ticket on the ticket exchange prior to the 2pm deadline on the day before the game.

• But, if you miss the deadline, it is still worth listing your season ticket on the ticket exchange as you will still be counted as having ‘used’ your season ticket, and will avoid a yellow card, if your ticket is sold before kick-off.

• If your season ticket is not listed before the deadline, or is listed after the deadline and not sold, then you will receive a yellow card. All fans are able to receive up to three yellow cards during the season without consequence to allow for situations like this.

• If you do receive a yellow card, you will be able to query the decision which will be taken into account at the point of renewal.

PARENTS AND CARERS POLICY

• Brentford FC wants to ensure that our season ticket holders who are parents and carers are clear on the support which is available to them. Therefore, we are introducing our parents & carers policy with information for parents (new and existing) and carers to provide more information and support. This policy also covers miscarriage and baby loss.

New parents

• If you are taking maternity, paternity, adoption or shared parental leave, we understand that attending games might not be your top priority. We know this is an important time, and we don’t want this to affect your ability to purchase a season ticket.

• We will be providing you with the option to pause your season ticket to ensure you do not miss out on renewals.

• Please note, in the sad event that you experience a pregnancy loss or stillbirth after the 24th week of pregnancy, this same policy applies.

• This can be requested by notifying the box office in writing (via email or by post) that you are taking maternity, paternity, adoption or shared parental leave. Unfortunately, requests by phone will not be accepted.

• Your season ticket will be listed on the ticket exchange by the box office team for all matches during the period granted. For the avoidance of doubt, your season ticket will not be valid for use during this time.

• This does not affect your chance of buying a season ticket for future seasons.

Parents and carers

• We recognise that last-minute situations can happen, especially for parents and carers. We appreciate that this might prevent you from transferring or listing your season ticket.

• If you are a parent of a child and you get four yellow cards between the start of the 2026/27 season and the season ticket renewal date in 2027, please make an appeal via the appeals process. Your role as a parent or carer will be considered by the season ticket review appeals panel in line with the Equality Act 2010.

• If you care for a child or adult with a disability or long-term health condition who is dependent on you, we might be able to provide special dispensation.

• This can be requested by notifying the box office in writing (via email or by post) with proof that you are the parent or carer of somebody with a disability or long-term health condition. Unfortunately requests by phone cannot be accepted.

• Fans who attend matches with a carer are exempt from the ‘every seat counts’ policy, as is their personal assistant/carer’s season ticket.

Miscarriage and baby loss

• We recognise that the experience of miscarriage or baby loss can be an extremely difficult time.

• Everyone’s experience is different, but if you experience miscarriage or baby loss before the 24th week of pregnancy and would like a break from attending matches, please let us know and we will provide you with a ‘sabbatical’ until you’re ready to join us again.

• This can be requested by notifying the box office in writing (via email or by post). To make this process as simple as possible for you, we’ve provided a template below for you to use:

• Due to my recent experience of baby loss, please can you provide me with a sabbatical for my season ticket until the following date: [Please enter date chosen].

• Your season ticket will be listed on the ticket exchange by the box office team for all matches during the period you advise. For the avoidance of doubt, your season ticket will not be valid for use during this time.

• This does not affect your chance of buying a season ticket for future seasons.

SEASON TICKET RENEWALS PROCESS FOR THE 2027/28 SEASON

What will happen when it comes to the time to renew your season ticket for the 2027/28 season?

• At that point, we will contact fans who have reached the required attendance/usage thresholds and invite them to renew their season ticket.

• Any season ticket holder not qualifying will receive an email to let them know they have not reached the required usage threshold and therefore they will not be able to renew their season ticket.

Appeals process – is there a way to appeal a decision not to allow me to renew my season ticket for the 2027/28 season?

• Fans who wish to appeal this decision will have the opportunity to do so and will be asked to provide any further information for consideration.

• The club will then review this information and confirm the outcome, indicating whether there is any change to the decision. The season ticket renewal appeals panel will consist of senior club staff. The club adjudicator, who is also the chair of Bees United, will also attend season ticket renewal appeals panel meeting/s to represent the views of fans.

• The season ticket renewal appeals panel will consider any explanatory information provided alongside any representations from the club adjudicator and make a final decision on whether the renewal will be allowed.

• During the challenge/appeals process, season tickets will be “held” and will not be available for other supporters to buy.

• Please note that the appeals process is separate to the disputes process - see above. Any disputes around whether you attended a particular game during the season have to be logged within fourteen days of the match taking place via the attendance disputes form sent by the club to all fans who haven’t used their season ticket.

How will the appeals process work for fans who are not able to email their details?

• We would encourage all fans that are able to, to respond via email to challenge decisions and request an appeal as this is the most efficient way to keep track of the process.

• For those fans who don’t use email, it will be possible to speak to a member of the box office team who can support them to complete the relevant documents or request paper copies to be completed and sent by post to the club.

If I don’t meet the usage criteria, will I be allowed another chance to buy a season ticket in future seasons?

• If you want to become a season ticket holder again in future seasons, you will have the chance to do so with a membership, which you can use to build up your Ticket Access Points (TAPs) and attendance.

• The eligibility criteria for purchasing a season ticket is reviewed at the end of each season, based on the number of fans who renew. This will be communicated by the club ahead of the renewal process.

OTHER

What happens if a match is abandoned or postponed?

• If a match is abandoned or postponed, the attendance records for the game are null and void so you will need to use your ticket for the rearranged fixture.

• If a significant number of matches have been postponed which were due to be played before the season ticket renewal date in 2027, the club will reduce the number of games on a proportional basis for which a season ticket must be used.

If I list my season ticket for a match which is then rescheduled, does the ticket return to me?

• If you list your season ticket on the ticket exchange for a fixture and it is sold, it isn’t possible for you to get your season ticket back for that fixture – even if the game is rescheduled and you can make the revised date.

• At the club’s discretion, priority may be given to those fans affected to have access to any available tickets for that fixture. Please note that any such available tickets will be sold at the standard match ticket price.

What happens if there are enforced capacity restrictions, for example due to a future COVID outbreak?

• If something like this happens, there will be a full review of all related terms and conditions.

What are the different My Bees Membership options and how much do they cost?  

There are a number of different My Bees Memberships. Please visit our membership page for more information. 

View more

What are the benefits of a membership?  

The primary benefit of becoming a member is that, besides owning a season ticket, it is the only way to purchase tickets for Premier League matches. There are a whole range of other membership benefits available such as exclusive offers, discounts and events. Please visit the membership page for more information.

When will I receive my membership pack and card?  

Membership packs will be sent out from the start of August 2026 and on a monthly basis. We’ll make sure to get yours to you as soon as possible but if you have any issues, please let us know by completing the form below.

Complete form

Following that, for later purchases of membership, we will aim to despatch within 14 days of purchase where possible, but it may take longer in some cases. Once your membership is activated however, you will have instant access to your account offers and you will have the opportunity to buy match tickets from 11am on the day following your purchase.

Welcome packs will be provided to all individuals who purchase My Bees memberships for those under 18. Babees (0-2) can expect a Brentford FC Hooded Towel, Stacker toy, and photo fridge magnet. Bee Team members (3-10) will receive a Brentford FC bag, Bee a Pro football, shin pads, Premier League grounds scratch map, and an iron-on CPQR code. The Swarm members (11-17) will receive a Brentford FC sling bag, a controller stand, a multi-charging lead, phone camera lens, and a CPQR code. Welcome packs come as standard across our under 18 age groups. Premium seat holders will receive a commemorative pin. We will use the address you provide in your ticketing account as the delivery address for the welcome pack. Please ensure it is up to date. 

Will adults receive a welcome pack?

Adult members will not receive a welcome pack.

Does having a membership mean I will be guaranteed to be able to buy match tickets? 

The demand for match tickets will be very high this season, so whilst having a membership gives you the best chance of buying any available match tickets, availability is not guaranteed.  If your couldn't get a ticket in your sales window, check the ticket exchange to see if any season ticket holders have put their ticket up for sale.

What are Ticket Access Points (TAPs) and how does the TAPs system work?

TAPs are awarded to season ticket holders and members when they attend home and away fixtures. Only season ticket holders and members will be entitled to priority ticket access by collecting TAPs and tickets will be sold in priority order high to low TAPs as set out in our Customer Charter  and Ticketing Guide.

When purchasing tickets on behalf of other supporters, please ensure that you allocate each ticket to the relevant supporter to ensure that TAPs are attributed to others correctly. Guidance on how to share tickets within your friends and family network is available.

Please note for home games if you do not scan your ticket at the turnstiles, you will not receive TAPs for that match.

What are the Category A*, Category A and Category B home league games and why are there different ticket allocation rules for each?

Category A* - games with the greatest demand for tickets.

Category A - games where we expect to see a reasonable demand for tickets.

Category B - games where we fixtures we expect to see greater availability of tickets

We will also have dedicated Friends and Family fixtures for games where we expect to see the greatest availability of tickets. These have the same TAPs rules as Category B fixtures but tickets can be purchased for others.

Tickets are released in sales windows in priority order of highest to lowest TAPs. This is to recognise and reward the loyalty of those members who have built up the highest numbers of Ticket Access Points over the years, giving them a greater chance to buy a match ticket for high demand games. Please visit our Ticketing Guide for more information on match categories.

In what priority are tickets sold?

This table outlines the order that fans get access to the allocation of home tickets reserved for members.

Season ticket and premium seat holders may also have the opportunity to buy up to two extra tickets for Category B fixtures on the ticket exchange 48-72 hours kick-off, subject to availability.

What about away games?

Brentford’s match categories for away games are:

Category A

• High-demand away games that require dedicated sales windows to ensure that high TAPs-holding fans are rewarded with priority access

• 95 per cent of tickets are first-reserved for season ticket and premium seat holders, with the remaining 5 per cent allocated to a ballot for members

• Sales windows open incrementally in order of high to low TAPs

Any remaining tickets then go on sale to all members.

Category B

• Window 1 – all season ticket and premium seat holders

• Window 2 – remaining tickets go on sale to all members

Friends & Family Access

• Reserved for away games that we expect to have more availability

• Season ticket holders, premium seat holders and members can buy two or more tickets per account, and this number can be adjusted for away games with high availability

• Your opportunity to introduce new or current fans to supporting Brentford away from home

What about cup games?

Brentford match categories for FA Cup and Carabao Cup games are:

• Category A*

• Category A

• Category B

• Category F (Family)

Season ticket holders and premium seat holders will be given the first opportunity to purchase their own seat.

Any remaining tickets will then go on sale to all members, following the process for that match category outlined above.

For selected Category F cup games with greater availability, fans can purchase multiple tickets on one account. Category F games and information on purchasing windows will be confirmed at the time of each match announcement.

How will I know when can I buy match tickets for specific games?

Up-to-date information for specific games will be sent to members by email and will also be available on the club website and social media channels. It’s important to make sure your contact details are up-to-date in your Bees Account and to check the information in your emails and on our website regularly to ensure that you don’t miss out. For anyone who doesn’t have internet access, it will also be possible to call the Box Office for assistance on 0333 005 8521. You can also check our  on-sale dates page, where you can choose to be alerted via calendar when the tickets are available to you.

How will you look after disabled fans and those with accessibility requirements that need assistance with booking?

We have set up a dedicated email address [email protected] for anyone with particular accessibility requirements and this will be checked as a priority before and during ticketing windows. We will keep some match tickets to go on sale at the Box Office only and will also ensure that there is an option available for those fans who are not able to access tickets online.

Do members also have access to tickets put onto the ticket exchange by season ticket holders that can’t attend a game?

Yes, members will have access to buy tickets put onto the ticket exchange during a dedicated booking window. You can only purchase tickets on the exchange if you have the required number of TAPs for that match category. Season ticket holders can list their ticket for resale at any point from start of the season but the ticket exchange is only activated once all home match tickets in the ground have sold out.

Can I link an adult membership with children’s memberships so that we can sit together?

Yes, you can link adult and children’s memberships together subject to ticket availability and other qualifications for particular games. You just need to add the children to your Friends & Family group – read more on our how-to guides page.  

Can I buy for other members so we can sit together?

Yes, you will be able to buy for other members in your Friends & Family group as long as they are eligible for that booking window. You can read more about Friends & Family on our how-to guides page.  

As a season ticket holder can I buy a membership?

No, but the person you wish to attend should create a new account and buy a membership. Then you will be able to add them to your Friends & Family.

If I am a season ticket holder and my family/friend is aged under 14, how can I buy tickets together?

Under 14s are not allowed to enter the stadium and sit alone due to safeguarding concerns. We would advise another adult to purchase a membership and buy tickets together so the under 14 is accompanied by an adult. On rare occasions, we may be able to move your season ticket seat to sit with the member, but this is subject to availability.

If the younger fan is in a different purchasing window, we advise the adult to forgo their eligibility window and wait until both members are eligible to purchase. It is very rare we have availability to move the adult and the under 14-year-old to be seated together so please do not purchase in separate windows.

Do I need to provide photo ID?

We do ask for a photo ID if you are purchasing an age-related concession membership or to collect tickets purchased via the Bees Overseas Membership. If you do not have a photo ID, a birth certificate is also acceptable. For the forthcoming season, please purchase the correct membership based on your age on 1 August 2026.

If I buy a match ticket and can no longer attend the game, am I able to get a refund?

All home match tickets are non-refundable unless the fixture is postponed or abandoned. If you cannot attend, you can forward the ticket to a Friends and Family member. View how to do so  here. Only tickets held by season ticket holders can be listed for sale on the ticket exchange.

Am I able to upgrade my junior match ticket to an adult match ticket?

You will only be able to upgrade your junior Match Ticket for use by another member if there is a fixture time/date change. You can do this either by email at [email protected] or by calling the club on 0333 005 8521 and choosing option 1 for the Box Office.

Where can I find out more if I have other questions?

Our Box Office team will be very happy to help with any other questions you may have either by email at [email protected] or by calling the club on 0333 005 8521 and choosing option 1 for the Box Office.

Who is eligible to buy Bees Overseas Memberships?

All fans based at an overseas address are eligible to buy the Bees Overseas membership. This includes those in the Republic of Ireland. To be eligible to enter ticket ballots open to Overseas Members, you will need to have uploaded an international address in your ticketing account. Upon collection of any tickets, you will also need to provide photo ID. This is to prevent domestic away fans from using this membership to get tickets.

What are my members exclusive offers as a members and Bees Overseas member?

Included in membership benefits (excluding Babees) are a range of offers exclusive to Brentford FC. These offers are provided by Brentford FC partners and affiliates like Aosom, Gtech, The Shire, Hounslow Golf Park and Syon Park. These offers will be refreshed and updated frequently throughout the year and communicated to members via email or via the Your Offers area.

Where can I access my exclusive offers?

Offers will be emailed to members throughout the season. The email will contain all the information required to make the most of the offers available including validity, redemption and value. They are also available by logging into your Brentford FC account in 'Your Offers' area.

How do I redeem my exclusive offers?

Offers can be redeemed in a number of ways. Offers can either be redeemed online, via the partner or affiliate’s website, in-person when quoting a code, or in-person when showing a digital membership card (via the Your Offers area). Directions on how to redeem will be provided when the offer is emailed to an eligible member or in the Your Offers area.

How long are my exclusive offers valid for?

Offers will be valid for the duration of membership, or during the period of validity set out with the exclusive offer. Membership runs until the end of the season. Our partners and affiliates reserve the right to change or remove their offers so members should make the most of each offer as soon as they can.

How many times can I redeem each exclusive offer?

This will vary on an offer-by-offer basis and its usage will be detailed in either the email you receive containing your offers or in the Your Offers area in your account on brentfordfc.com. Some offers will be redeemable more than once so you can enjoy them throughout the season.

Which Membership should I buy?  

This depends on your age at 1 August 2026. Those aged 2 and under should buy a Babees membership. Fans aged 3-10 should become a Bee Team member. The Swarm membership is for fans aged 11-17. Fans aged 18-24 can purchase our new young person membership and any fan over 18 should buy an Adult membership. Fans living outside of the UK have the option to purchase a Bees Overseas membership.

If, when renewing you find you are in the wrong aged membership then please contact the Box Office at [email protected] and 0333 005 8521.

For step-by-step help on a number of ticketing topics, please visit the ticketing how to guides page.     

Can I buy match tickets online? 

Match tickets are sold online. However, eligibility criteria will apply for most games. For further information on eligibility criteria please refer to our Ticketing Guide.  

Will I be charged a transaction fee when buying tickets?

The prices we show already include a 1% transaction fee, so the price you see is the total you pay. The fee applies to every booking regardless of how you pay. It is non-refundable except where the Club is required by law to provide a refund."

Transaction fees help the club cover part of the admin costs of working with our ticketing provider. For our most common match ticket (Band B), fans will pay £8.55 in fees spread across the season if they attend all 19 home Premier League fixtures.

Charging transactions fees is a necessary step in continuing Brentford's long-term commitment to keeping ticket prices affordable for fans. All costs saved are reallocated to other parts of the business to elevate the matchday experience for supporters at Gtech Community Stadium.

How do I log in to my account online? 

You can log in here to your Bees account. Just select  the account icon and log in using your Bees Account.    

Which ticket category should I buy? 

You should purchase the ticket that reflects your age as of 1 August in the given season. Our ticketing categories are as follows: 

Adult - 25-64 

Seniors - 65+ 

Young persons - 18-24 

Juniors - under 18 

Can I purchase a ticket in the away Stand at the stadium? 

Please contact the visiting club's Ticket Office, they will issue all tickets for the Away Stand. It is not possible to buy tickets for the Away area from the Brentford Box office. 

How can I choose my seat online? 

Once you are logged into your Bees account and have chosen a particular game, choose the "Click here to select seats" button. This will take you to the stadium plan; here you can choose the stand, block and seats required. 

How can I buy a Family Area match ticket? 

To ensure young fans can enjoy matches in the family area, all winners of the under 18’s lucky dip will be seated in the designated family area (section N127) ensuring the family area remains a space for families and young supporters.

A minimum of 50 seats will be held back from general sale for this purpose at every home fixture, and each successful ballot entrant will receive one ticket for themselves and one for their parent or guardian.

When the club uses Ticket Access Points (TAPs) to help manage access to tickets, can we purchase on behalf of our Friends and Family? 

Fans who qualify (via their TAPs) will also be able to purchase match tickets for fans in their Friends and Family group who also qualify. For example, if fans need 750 TAPs to buy on the first day of sales and fan A has 800 TAPs and five other fans in their Friends and Family group; two of whom have 750+ TAPs and three have fewer than 750 TAPs. Fan A can therefore buy three match tickets – one for each of the people who have 750+ TAPs. If Fan A wants to buy for themselves and all five Friends and Family in one group, then they will need to wait until the fan with the lowest number of TAPs qualifies for access.  For a how to guide on friends and family visit the How to Guides page.

What do I do if I don't know my login details? 

If you do not know your login details and you know you have an Bees Account, please DO NOT register a new account. We use single sign-on, which means if you have previously had an account with us, there’s no need to make a new one. Please call the Box Office on 0333 005 8521 or email [email protected] with your name, address and fan number – you will then be sent temporary login details to access your account.  

Why can't I see any available tickets? 

This could be for a number of reasons. The most likely reason is that you do not meet the criteria to purchase, i.e. you are not a season ticket holder, member or do not have the required number of Ticket Access Points to purchase at that particular time. If that's not the case, please do contact the Box Office on 0333 005 8521. 

How do I change the adult rate to senior or junior in the basket? 

Select the drop-down menu where it says ‘Adult’, you'll see options for other tariffs there. Select the tariff you require and update the basket. You should see the price and tariff change.  

How many tickets can I buy? 

Most games this season will be restricted to one match ticket per member. You may purchase up to six tickets if they are for Friends and Family in your network. There may be some cup games where this policy is changed - more details on those will be provided at the time.

How will the club be issuing new season ticket cards for the 2026/27 season? 

Season tickets for season ticket and premium seat holders will be distributed digitally in the summer ahead of the 2026/27 season. You will be able to download your season ticket to your wallet on your smartphone, or access it through the official Brentford FC app. Find out more about digital ticketing.

We understand that some fans may face barriers to using digital tickets. In cases of exceptional circumstances preventing you from using a digital ticket, you can request a physical season card. Cards are issued by request only and all requests will be reviewed on a case-by-case basis.

Supporters who were previously granted a season ticket card due to exceptional circumstances will be contacted prior to the 2026/27 season.

Can I upgrade a season ticket to a different category for a particular game?  

Yes, you can upgrade a season ticket to a different category e.g. if an adult is attending for a particular game instead of a junior. Please note that the person attending will need to use a digital ticket, accessible from your confirmation email. You will not be able to access the stadium using the season ticket card in this instance.

For step-by-step instructions on how to complete this process, please see our How to upgrade your ticket from concession to adult guide.

When will home games go on sale? 

Initially fans will receive information via email and the club's website and social media channels advising of match ticket details and specifically when tickets will go on sale to different types of ticket purchasers (i.e. season ticket holders, etc). For more information about the Club’s ticket sales policies see the Ticketing Guide.  We'd also recommend you check your email preferences within your Bees Account to ensure that you have opted in for club communications by email and mobile.   

You can also check our on-sale dates page, in which you will be notified when tickets are available to you. We generally aim to have match tickets on sale around six weeks before each game where possible.   

When will away games go on sale? 

As soon as we have any information regarding match tickets from the away club, we will inform fans via email and the club's website and social media channels.     

I've booked online, how will I receive my ticket? 

Once you have booked online and bought your ticket, you will receive a confirmation email for your order. Please check this email. You will be able to download the digital ticket to your Apple or Google Wallet.

I am based overseas, how do I receive my ticket? 

If you are a Bees Overseas Member, you can collect your ticket from the Box Office at the Gtech Community Stadium before the match.

Please visit our Contact Us page to view the latest Box Office opening hours before travelling. If you are unable to collect your ticket, please contact the Box Office as early as possible.

When is the Box Office open? 

The Box Office telephone line can be reached on 0333 005 8521.

Please visit our Contact Us page for the latest Box Office opening hours, including matchday and non-matchday opening times.

Do you have any car parking available on matchdays? 

We are unable to offer on-site car parking (other than very limited spaces for disabled parking). However, we are working with a car parking partner, Event Support Team to offer car parking at nearby locations. Please click here for more details and to book parking. Additional car parks may be made available once those closest to the stadium have been filled, so please check back nearer kick-off for further availability.  

I want to get the train to Brentford, where do I go? 

The closest railway station to the stadium is Kew Bridge offering South Western Railway services into Waterloo. Alternatively, if you are planning to travel on the London Underground the closest stations are Gunnersbury (District Line and London Overground) and South Ealing (Piccadilly Line). More details are available in our Visiting the Gtech Guide and you are advised to always check for the latest timetables at TfL’s website (or on other travel information apps or websites).  

I have a disability, how do I book a ticket? 

If you attend matches with a Personal Assistant or have access requirements which are important to your matchday, please let us know by filling out the disability access requirement form for members or for season ticket holders. Alternatively, you can either call the Box Office on 0333 005 8521 or email us at [email protected]. Once we know your requirements, you will be given access to book the appropriate seats at eticketing.co.uk/brentfordfc. 

What is an account history? 

This is a record of past ticket purchases made online, over the telephone or in person from the Box Office. If you wish to review this information, login to your Ticketing account, view your Account Menu, click Account Management and then Account History. 

Can I collect my away match tickets at the away club on matchdays?  

From the 2026/27 season, away tickets will be issued digitally and sent out within 72 hours before the fixture date. If you are unable to access digital tickets, you can request a physical ticket. The box office team will contact you with instructions on how to collect it from the away club's box office on matchday.

I have purchased a home match ticket and now find out I cannot make the game, can I get a refund? 

All home match tickets are non-refundable unless the fixture is postponed or abandoned. If you cannot attend, you can forward the ticket to a Friends and Family member. View how to do so here. Only tickets held by season ticket holders can be listed for sale on the ticket exchange.  

How do I add Friends and Family? 

View our how-to guide here on all things Family and Friends. 

How do I check how many Ticket Access Points I have? 

Visit our ticket site, and click the account icon to log in. Click the account icon, and your TAPs can be viewed at the top right.

Why didn't I get the rest of my Ticket Access Points, I purchased more than one ticket? 

You only receive Ticket Access Points for one match ticket per game. If you are buying tickets for others who are members, you need to ensure you allocate the match tickets to their accounts too, to ensure the correct Ticket Access Points are added. This cannot be amended after the purchase has been made. 

What is a restricted view seat? 

"Restricted view" is where you are able to watch the match but the view of one or more of the goals is obscured. These tickets are priced accordingly, with a discount on the advertised face value for that area. Restricted view tickets will only become available once all unrestricted view tickets have been sold. Ahead of booking, please contact the Box Office directly if you would like information on any specific view in the stadium. Call us on 0333 005 8521 or email  [email protected].  

Do you have disabled parking available for premium members  

We have a limited number of disabled spaces, please contact our Premium Services team at [email protected] or 0208 380 9930   

Is there disability bay seating?  

There is disability bay seating available to our guests (subject to availability). To arrange this in advance, please contact our Premium Services team on [email protected] or 0208 380 9930   

What time are the lounges open?  

The lounges will open 2.5 hours before kick-off and close one hour after the final whistle (last orders 40mins after the final whistle). Anyone using the TW8 restaurant is advised to get there as early as possible in order to make the most of their experience. Typically, we advise arriving when the doors open.  

What is the dress code?  

The dress code within our premium lounges is smart casual. Smart denim is permitted. Football shirts/kits are prohibited in Oxford & Cambridge but allowed in all other areas.   

Where do I collect my tickets from?  

Any additional or reprint tickets will be ready to collect at entrance C from our matchday hosts, 2.5hrs before kick-off.

How can I purchase additional tickets as a premium seat holder?

Approximately more than 4-6 weeks before the fixture date premium seat holders are able to purchase up to six additional premium seats online via the Premium/hospitality tickets or Hospitality Packages page.

Once the fixture has gone on sale to members, premium seat holders will no longer be able to purchase additional tickets online. Premium seat holders will be able to purchase additional tickets by contacting the premium services team on 020 8380 9930 or via email at [email protected].

For CAT B fixtures premium seat holders will be able to purchase extra tickets online via the ticket exchange 72 hours before kick-off.

For CAT A fixtures premium seat holders should contact the premium services team on 020 8380 9930 or via email at [email protected] to purchase additional premium seats.

Can I make any special requests? 

Please get in touch with any special requests you have for the day on [email protected] or 0208 380 9930 

Are there any age restrictions? 

None of our lounges have age restrictions. However, there are no concession prices for match by match premium seating. Anyone under the age of 14 must be accompanied by an adult. 

Can Brentford FC cater for special dietary requirements? 

Brentford Football Club do cater for all dietary requirements, please make a Premium Services team member aware of any dietary requirements you may have before the matchday on [email protected] or 0208 380 9930 

Can I leave the stadium during the match and return back in? 

There are no re-admissions permitted. 

If someone else is using my premium seat, can I pay for their food and drink? 

You can pre-book a food package for them which includes a two-course chef’s table pre-match meal with unlimited drink (beers, wine and soft drinks). Sweet refreshment with tea/coffee at full time. 

I’ve lost my premium seat card/lanyard what do I do? 

Contact  the Premium Services team on [email protected] or 0208 380 9930 and they can make arrangements for you. If it is on a matchday, please email straight away and the team can arrange a replacement for you which can be collect from entrance C. 

Can my season ticket friends come into the lounge post-match? 

The lounges are exclusively for premium members but if you do want to meet them, you are welcome to in the Dugout bar area on level 1. Doors will open to all home fans post-match. 

How do I transfer my ticket to a friend/colleague/client for a game? 

This can be done via our ticketing website. An e-ticket will be sent directly to them so no need to hand over your card. 

What food options and prices are available if I pre book? 

You can pre-order a meal package which includes an allocated table for dining, a two-course chef’s table pre-match meal with unlimited drink (beers, wine and soft drinks). Sweet refreshment with tea/coffee at full time. The cost for the 2024-5 of this package is £99 including VAT.

Can I upgrade my ticket for a game to another lounge? 

This is subject to availability. Please contact the Premium Services team on [email protected] or 0208 380 9930.

Is it only one drink/pie at half-time? 

Your package includes one drink (The Legends) and one pie (Railway and Orchard). 

How do I go about trading my membership? 

In the unfortunate situation that you would like to trade your seat to someone else, please contact the Premium Services team on [email protected] or 0208 380 9930 and we can discuss the process with you. 

EVERY SEAT COUNTS POLICY  SEASON TICKET & PREMIUM SEAT USAGE RULES 

What is the 'every seat counts' policy? 

• The ‘every seat counts’ policy is in place to minimise the number of empty seats on home matchdays. 

• You need to ‘use’ your season ticket/premium seat for as many games as possible. If you do not use your ticket for four home games, you risk losing the right to renew the following season. 

• If you don’t use your ticket for a home league match, you will receive what we call a ‘yellow card’. If you get four yellow cards between the start of the 2025/26 season and the season ticket renewal date in March 2026, you will lose the automatic right to renew for the 2026/27 season. 

 You will be deemed to have ‘used’ your season ticket/premium seat for a game if one of the following actions takes place: 

• You attend the match and have your digital season ticket (or season ticket card) scanned on entry to the stadium. 

• You transfer your ticket to another Brentford supporter within your Friends & Family network, and the recipient scans the ticket on entry to the stadium. 

• You list your ticket on the ticket exchange prior to 2pm on the day before the match. 

• You list your ticket on the ticket exchange after the 2pm deadline and it sells before kick-off. – (If it does not sell, you will get a yellow card).  

  When should I use the ticket exchange? 

If you are either unable to attend the match or are unable to transfer your season ticket to another Brentford supporter who will attend in your place, you should list your ticket on the ticket exchange.  In order to have the best possible chance of selling your ticket on the ticket exchange, filling that seat and receiving the pro-rata value of your season ticket back, you should list with plenty of time before the game to avoid getting a yellow card. 

The club guarantees to payout the pro-rata value of Premier League tickets listed on the exchange at least seven days in advance of matchday, offering additional value back to you. This means that we will provide a pro-rata credit into your account, regardless of whether your ticket sells on the ticket exchange, as long as you list a week in advance. For example, if you list up until 11.59pm on the Saturday prior to a game at 3pm on the following Saturday you will receive 1/19th of the cost of your season ticket back as credit into your account.  

KEEPING TRACK OF ATTENDANCE DURING THE SEASON & THE DISPUTES PROCESS 

 How does the club keep track of how many games I attend? 

• When you enter the stadium, you must ensure that your digital season ticket (or season ticket card) is scanned. This data is then stored by the club and kept on your record. 

• If you do not attend a game (or list your season ticket on the ticket exchange in line with the guidelines detailed above), we will email you within five working days after the match to let you know that you have received a yellow card for that game. 

• If you do not have an email address, the club will communicate via text or letter to inform you that you have received a yellow card. Fans’ yellow cards will also be visible on the dashboard within their ticketing account. 

• We strongly recommend that you check that we have your most up to date contact details on your account. 

• We will also provide guidance on listing season tickets on the ticket exchange for future games and provide information on how to respond if you did in fact attend the game in the email that is sent to you informing you of your yellow card. 

 What happens if I pass/transfer my season ticket onto a friend or family member to use for a game, does this count as me having ‘attended’ the match?  

• Yes, season ticket holders are allowed to pass on or transfer their season ticket to a family member or friend for a particular game, provided that there is no exchange of money in excess of the face value, and that person attends the game and has their ticket scanned upon entry to the stadium. (Note: the ticket will need to be upgraded if it’s a concessionary rate ticket being transferred to an adult). 

• (Note: Season ticket holders must also ensure that they don’t pass their season ticket to an away supporter and should ensure that their guest reads the relevant ground regulations in place at the Gtech Community Stadium before attending the game, as they will be held responsible for the behaviour of the person using their season ticket.)  

 Will I be warned if I am in danger of falling short of the renewal threshold? 

• Yes. On top of the match-by-match yellow card/non-usage emails, you will be notified if you are close to reaching the four yellow card threshold. 

• If you miss three home games, you will also receive a phone call from the box office/premium services team. 

• It is essential that your contact details are up to date so the club can get in touch with you throughout the season. It is your responsibility to ensure that your contact details are accurate and up to date. 

 Disputes process - what happens if the system says I missed a game but I was actually there? 

In the unlikely event that you receive a yellow card email, but you did attend the game in your seat, please reply to the email within fourteen days and complete the form for us to review your issued yellow card, providing as much information as you can, for example:  

• A photo of yourself to help with identification checks.  

• An explanation of why you think your digital ticket/card was not scanned/did not register. 

• Details of the seat that you sat in during the game. 

• The club will then check the CCTV from the game and will adjust your yellow card records if we can see that you did indeed attend the game.  

 What happens if my usage record drops off significantly after the season ticket renewal date?  

• If you fail to use your season ticket after the season ticket renewal date, you will receive reminder emails about the importance of using your ticket to ensure we maximise attendance levels. This will also be noted on your record and may be taken into account in future seasons.  

  LISTING SEASON TICKETS ON THE TICKET EXCHANGE 

If I list my season ticket on the ticket exchange, does it need to have been purchased for it to count towards your usage target?  

• No, as long as you have listed by the deadline of 2pm on the day before the game. 

• Season tickets listed after this time will only count as ‘used’ if they are sold ahead of kick-off. 

• The 2pm deadline is important as we need to have the best chance to be able to resell the ticket and help ensure that the stadium has as few empty seats as possible. 

 When I list my season ticket on the ticket exchange, how much money do I receive if it is re-sold? 

• If your season ticket is re-sold on the ticket exchange for an individual match, you will receive 1/19th of the amount you paid for your season ticket, payable to the card that you used to purchase your season ticket. 

• For those paying by direct debit, credit will be added to your account.  

• Please note that credits will be paid periodically throughout the season. They will not be made automatically at the point of re-sale. 

 How do I list my ticket on the exchange?  

• We provide clear guidelines and ‘how to’ guides on how to list your season ticket on the ticket exchange if you can’t attend a game at the start of the season.  

• If you are still unclear or don’t have access online to your ticketing account for any reason, you can call the box office on 0333 005 8521 (option 1)/premium services team on 0333 005 8521 (option 2) and they will assist you with listing your season ticket.   

If I list my season ticket, do I retain my Ticket Access Points (TAPs)?  

• Season ticket holders will only gain TAPs if they attend the game themselves.  

• If a fan purchases a ticket on the ticket exchange or receives a transferred ticket, the recipient will receive the allocated number of TAPs for attending that match, assuming they go to the game and scan their ticket on entry into the stadium. The season ticket holder will not receive any TAPs.  

 If my ticket is listed but not sold, or I transfer it to someone else and they do not attend, do I retain my TAPs?  

• No, you will not get your TAPs unless you attend the match yourself. 

 When purchasing for others in your Friends & Family network, how does it work with ticket exchange credit?  

• If you are purchasing a season ticket for someone in your Friends & Family network, please note that any ticket exchange credit will go directly to the season ticket holder, even if they did not purchase the ticket themselves. 

• To allocate credit to other fans within a Friends & Family network, season ticket holders must contact the box office to get the credit manually transferred. 

 I bought a group of season tickets for friends and family for the 2025/26 season. My friends and family have used the ticket exchange to sell their seats during the 2024/25 season, but I don’t see this credit in my account. Why is this?  

• Your friends’ and family’s credit will have been applied to their respective accounts. Please contact the box office to transfer credit within your Friends & Family network.   

 I have someone in my Friends & Family network, but I am unable to renew their season ticket. Why is this?  

• This is either because the person has already renewed their season ticket, or because the permissions are not set up for you to purchase products for them. To be able to purchase and list tickets for resale on behalf of your friends and family members, you must be managing their account. More information on assigning permissions to friends and family accounts can be found here. 

  HOW THE POLICY IS APPLIED FOR DIFFERENT GROUPS  

• As a general rule, the ‘every seat counts’ policy applies to all season ticket holders aged 18 and above. The sections below provide more detail on how the policy is applied for those supporters attending with a personal assistant/carer and for family groups. 

 How does it work for season ticket holders who attend games with a personal assistant or carer? 

• Fans who attend matches with a carer are exempt from this policy, as is their personal assistant/carer’s season ticket.  

 How does it work for those under 18?  

• First of all, if a family group cannot attend a match, we strongly encourage that all tickets are listed on the ticket exchange.  

• However, we appreciate that young fans are reliant on adults bringing them to the game and managing their ticketing account.  

• If an adult within a family group meets the renewal criteria (three yellow cards or less) but the under-18s do not, then the under-18s will be protected. The qualifying adult of the group will effectively ‘save’ the under 18s and they will be invited to renew together. 

• If a young person who is old enough to attend the game on their own (aged 14+) meets the renewal criteria but an adult in the group does not, then the adult will not be invited to renew. The young person (14+) will be invited to renew in this situation. Adult season ticket holders must be responsible for using their own ticket. The young person cannot therefore ‘save’ an accompanying adult who has not met the minimum usage criteria. 

• If an adult who has children under the age of 14 in their group does not meet the usage criteria, the children will not be invited to renew their season ticket unless there is another adult season ticket holder within their group who meets the criteria and has permission from the child’s parent or guardian to supervise them at matches. In these circumstances, we will need to make any necessary seat moves to ensure that the children can be supervised in line with ground regulations. 

 How does it work for premium seat holders?  

• The same principles apply for premium seat holders. 

 EXEMPTIONS FROM THE POLICY  

Will the club accept any excuses if I don’t use my season ticket for a game? 

• We want to encourage fans to use their season ticket for every game. However, we do understand that last-minute situations can happen that might prevent you from transferring or listing your season ticket. If this happens, a yellow card will be issued but all fans are allowed to receive up to three yellow cards during the season before the season ticket renewal date in March 2026 without any consequences. 

• However, if you miss four games, and therefore receive four yellow cards, you will lose your automatic right to renew your season ticket. 

• With demand for season tickets exceeding supply, we want to ensure that as many seats as possible are filled on matchdays. If a season ticket is not being regularly used, we want to offer the opportunity to other supporters who are able to attend games more frequently.  

• Upon notification of the death or extreme ill health of a season ticket holder, should the season ticket holder so bequeath it in their last will and testament or should the immediate family of the season ticket holder so request, the name and address of the season ticket can be transferred into the name of a new, immediate family member at no charge, subject to the sole discretion of the club and provided that the new season ticket holder accepts the then current terms and conditions (including that they may not be entitled to the right to future season renewals). TAPs will not be transferred to the new season ticket holder. 

 I live a long distance away from Brentford, do I get any additional grace for non-usage, for example for midweek evening games?  

• No. Fans who live further away will not be given preferential terms as the distance to travel does not prevent fans from listing their season ticket on the ticket exchange. 

 When does the ticket exchange open ahead of each match?  

• The ticket exchange will be open from the start of the season for season ticket holders to list at any time. However, we would recommend that supporters wait until the TV fixtures are announced for league and cup games before listing so you know the confirmed dates.  

• The ticket exchange will be open for members to purchase tickets for each match from when the fixture goes on sale, subject to availability and TAPs. 

• Season ticket holders' access to the ticket exchange is subject to availability of tickets. Season ticket holders will be notified when they are able to access additional exchanged tickets via club channels 

 Is it possible for me to ask for a short-term ‘sabbatical’ from my season ticket due to work, overseas travel or illness? 

• Yes, this can be requested by notifying the box office in writing (via email or by post). Requests by phone will not be accepted. 

• If a sabbatical is granted, your season ticket will be listed on the ticket exchange by the box office team for all matches during the period granted.  

• Or, you can simply list your season ticket on the ticket exchange yourself for those games that you will miss. 

• For the avoidance of doubt, your season ticket will not be valid for use if a sabbatical is granted by the box office team during this time. 

 What happens if I am ill on the day of the game or if I have a last-minute change of plans which prevents me from attending a match on the day?  

• You should always try to list your season ticket on the ticket exchange prior to the 2pm deadline on the day before the game.  

• But, if you miss the deadline, it is still worth listing your season ticket on the ticket exchange as you will still be counted as having ‘used’ your season ticket, and will avoid a yellow card, if your ticket is sold before kick-off. If your season ticket is not listed before the deadline, or is listed after the deadline and not sold, then you will receive a yellow card, but all fans are able to receive up to three yellow cards during the season without consequence to allow for situations like this.  

• If you do receive a yellow card, you will be able to query the decision which will be taken into account at the point of renewal.  

  PARENTS AND CARERS POLICY 

• Brentford FC wants to ensure that our season ticket holders who are parents and carers are clear on the support which is available to them. Therefore, we are introducing our parents & carers policy with information for parents (new and existing) and carers to provide more information. This policy also covers miscarriage and baby loss. 

 New parents 

• If you are taking maternity, paternity, adoption or shared parental leave, we understand that attending games might not be your top priority. We know this is precious time, and we don’t want this to affect your ability to purchase a season ticket. 

• We will be providing you with the option to pause your season ticket to ensure you do not miss out on renewals. 

• Please note, in the sad event that you experience a pregnancy loss or stillbirth after the 24th week of pregnancy, this same policy applies. 

• This can be requested by notifying the box office in writing (via email or by post) that you are taking maternity, paternity, adoption or shared parental leave. We apologise that requests by phone will not be accepted. 

• Your season ticket will be listed on the ticket exchange by the box office team for all matches during the period granted. For the avoidance of doubt, your season ticket will not be valid for use during this time. 

• We will ensure that this does not affect your chance of buying a season ticket for future seasons.  

 Parents and carers 

• We recognise that last-minute situations can happen, especially for parents and carers. We appreciate that this might prevent you from transferring or listing your season ticket. 

• If you are a parent of a child and you get four yellow cards between the start of the 2025/26 season and the season ticket renewal date in March 2026, please make an appeal via the appeals process. Your role as a parent or carer will be considered by the season ticket review appeals panel in line with the Equality Act 2010. 

• If you care for a child or adult with a disability or long-term health condition who is dependent on you, we might be able to provide special dispensation.  

• This can be requested by notifying the box office in writing (via email or by post) with proof that you are the parent or carer of somebody with a disability or long-term health condition. We apologise that requests by phone will not be accepted.  

• Fans who attend matches with a carer are exempt from the ‘every seat counts’ policy, as is their personal assistant/carer’s season ticket. 

 Miscarriage and baby loss 

• We recognise that the experience of miscarriage or baby loss can be an extremely difficult time, at any time in which it happens. 

• Everyone’s experience is different, but if you experience miscarriage or baby loss before the 24th week of pregnancy and would like a break from attending matches, please let us know and we will provide you with a ‘sabbatical’ until you’re ready to join us again. 

• This can be requested by notifying the box office in writing (via email or by post). To make this process as simple as possible for you, we’ve provided a template below for you to use:  

• Due to my recent experience of baby loss, please can you provide me with a sabbatical for my season ticket until the following date: [Please enter date chosen]. 

• Your season ticket will be listed on the ticket exchange by the box office team for all matches during the period you advise. For the avoidance of doubt, your season ticket will not be valid for use during this time. 

• We will ensure that this does not affect your chance of buying a season ticket for future seasons. 

 SEASON TICKET RENEWALS PROCESS FOR THE 2026/27 SEASON 

What will happen when it comes to the time to renew your season ticket for the 2026/27 season?  

• At that point, we will contact fans who have reached the required attendance/usage thresholds and invite them to renew their season ticket. 

• Any season ticket holder not qualifying will receive an email to let them know they have not reached the required usage threshold and therefore they will not be able to renew their season ticket. 

 Appeals process – is there a way to appeal a decision not to allow me to renew my season ticket for the 2026/27 season? 

• Fans who wish to appeal this decision will have the opportunity to do so and will be asked to provide any further information for consideration. 

• The club will then review this information and confirm the outcome of this review, indicating whether there is any change to the decision not to allow the season ticket to be renewed.  

• The season ticket renewal appeals panel will consist of senior club staff. The club adjudicator, who is also the chair of Bees United, will also attend season ticket renewal appeals panel meeting/s to represent the views of fans. 

• The season ticket renewal appeals panel will consider any explanatory information provided alongside any representations from the club adjudicator and make a final decision on whether the renewal will be allowed.  

• During the challenge/appeals process, season tickets will be “held” and will not be available for other supporters to buy.  

• Please note that the appeals process is separate to the disputes process - see above. Any disputes around whether you attended a particular game during the season have to be logged within fourteen days of the match taking place via the attendance disputes form sent by the club to all fans who haven’t used their season ticket.  

 How will the appeals process work for fans who are not able to email their details?  

• We would encourage all fans that are able to, to respond via email to challenge decisions and request an appeal as this is the most efficient way to keep track of the process. 

• For those fans who don’t use email, it will be possible to speak to a member of the box office team who can support them to complete the relevant documents or request paper copies to be completed and sent by post to the club.  

 If I don’t meet the usage criteria, will I be allowed another chance to buy a season ticket in future seasons?  

• If you want to become a season ticket holder again in future seasons, you will have the chance to do so with a membership, which you can use to build up your Ticket Access Points (TAPs) and attendance. The eligibility criteria for purchasing a season ticket are reviewed at the end of each season, based on the number of fans who renew. This will be communicated by the club ahead of the renewal process. 

 OTHER  What happens if a match is abandoned or postponed?  

• If a match is abandoned or postponed, the attendance records for the game are null and void so you will need to use your ticket for the rearranged fixture.  

• If a significant number of matches have been postponed which were due to be played before the season ticket renewal date in March 2026, the club will reduce the number of games on a proportional basis for which a season ticket must be used.  

 If I list my season ticket for a match which is then rescheduled, does the ticket return to me? 

• If you list your season ticket on the ticket exchange for a fixture and it is sold, it isn’t possible for you to get your season ticket back for that fixture – even if the game is rescheduled and you can make the revised date.  

• At the club’s discretion, priority may be given to those fans affected to have access to any available tickets for that fixture. Please note that any such available tickets will be sold at the standard match ticket price.  

 What happens if there are enforced capacity restrictions, for example due to a future COVID outbreak?  

• If something like this happens, there will be a full review of all related terms and conditions. 

  SEASON TICKET RENEWAL TIMELINE  KEY DATES 

What are the key dates relating to 2025/26 season ticket renewals?  

18 March – season ticket renewal window opens 

11 April – season ticket renewal window closes  

11 April – deadline to submit seat move request form 

w/c 14 April – season ticket seat moves by appointment  

w/c 28 April – season ticket sales window for qualifying members opens 

w/c 18 May – season ticket sales window for qualifying members closes 

2 June – first of twelve direct debit payments for those choosing to pay by this method 

SEASON TICKET RENEWAL DETAILS  SEASON TICKET BENEFITS 

What’s included in my season ticket?  

• Your season ticket will provide access to all home league matches, plus priority access to away league games and cup games. Full benefits include:  

• Your seat for all our home league matches 

• Priority access to all pre-season and cup games, subject to Ticket Access Points (TAPs)*  

• Priority access to all away league fixtures, subject to TAPs* 

• Ability to re-sell your ticket via the club’s ticket exchange should you not be able to attend  *Subject to availability, terms and conditions apply.  

 Will I get a new season ticket card next season?  

• No. For the 2025/26 season, digital tickets for season ticket and premium seat holders will be standard for all home Premier League fixtures.   

• We understand that some fans may face genuine barriers to using digital tickets. For those with exceptional circumstances, physical season cards will be available on request and requests will be reviewed by the club. Requests can be made by the form here and will be reviewed on a case-by-case basis.  

  PAYMENT OPTIONS 

 What are my payment options?  Option (a) pay in full 

• Season tickets can be purchased in one payment online, by phone and in person. If you're renewing your season ticket online, don't forget to log in to your ticketing account first.  

• Please note you can also use your ticketing credit when paying in full online.   

Option (b) direct debit 

• You can set up a direct debit to spread the cost over twelve payments. 

• Payments will be taken on or around the first day of each month. 

• The first payment will be taken on 2 June 2025 followed by a further eleven monthly payments until May 2026.  

• Our direct debit option does not attract interest. 

• In the event that the club is unable to collect an instalment from your bank account, you may be charged a sum of £10.00 for each and every failed direct debit payment. You will not be able to use your season ticket and access will not be permitted to any matches until your account is brought up to date. Full terms and conditions can be found here.  

• If you have any questions about direct debits that aren’t answered in these FAQs, please contact our team via email [email protected] or via phone 0333 005 8521, choosing Option 1 for box office and then Option 2 for season ticket renewals.  

 Can I use my ticket credit balance against the price of my season ticket renewal?  

• Yes. This is easy to do online by simply selecting the option to use your ticket credit. 

• You can pay in full using ticket credit if you have enough credit in your account. 

• You can pay in part using ticket credit; however this functionality is only possible when paying up-front for your season ticket. You cannot use ticket credit for direct debit payments.  

• If you don’t use your ticket credit for your season ticket renewal, your balance will be carried forward and can be used for other ticketing purchases in the future, including for away and cup games. 

 Will prices change if the club is in the Championship?  

• No, the pricing structure will be the same regardless of what division the club are in.  

 SEAT MOVES  Can I request a seat move for next season?  

• Yes. You will be able to request a seat move but there is no guarantee that a better seat will be available due to the existing level of demand for season tickets. 

• If you would like to request a seat move, you should renew your existing seat and then complete this form here by 11 April 2025. 

• The box office team will then contact those fans who have submitted a seat move request to discuss a possible move. 

 Can I move to the Dugout or into a premium seat area? 

• Season ticket holders interested in moving are advised to renew their current seats within the season ticket renewal window and complete this form here by 11 April 2025.  

• Requests will be considered subject to availability, but not until after 11 April 2025. Priority will be given to supporters who have held a season ticket for three years or more.  

 Someone in our group is not renewing and there is a gap in the middle of our seats, what should we do?  

• Please contact the box office who will assist you further.  

  NEW SEASON TICKETS 

Will there be any more season tickets going on sale for the 2025/26 season? 

• There may be a small number of season tickets going on sale to qualifying members for the 2025/26 season, depending on renewal rates. Members who meet the agreed TAPs and attendance threshold will be invited to purchase a season ticket for the 2025/26 season.  

• For reference, the requirement for members wanting to purchase season tickets for the 2024/25 season was 900+ TAPs with attendance at 12+ games during the 2023/24 season (at least seven of these must have been home games), with under-18s needing to have attended 15+ home games.  

• If you are interested in becoming a member for the 2025/26 season, please visit this link here. 

 CONCESSIONS 

How do the club determine what age category I am in?  

• The price tariff is based on the age you are on 1 August 2025.  

• Juniors – under-18;  

• Young Persons - 18-24;  

• Adult - 25-64;  

• Seniors - 65+.  

 My season ticket renewal is showing the wrong age category, what should I do?  

• This is likely to be because we do not have a date of birth registered for you or the date of birth on your account is incorrect.  

• To correct this, you should contact the box office, providing some evidence of your age so we can correct our records. 

• Supporters can show a driving licence, passport, birth certificate, freedom pass, national identity card or other recognised official photographic identification to confirm that they are using the right concession rate.  

• Supporters should contact the box office to upgrade concession rate season tickets for individual matches if they will be used by a supporter who doesn’t qualify for that concession rate. Upgrades do not incur an administration charge if undertaken ahead of matchday. On matchdays, a £5 administration charge is applied for each upgrade.  

• Spot checks will take place to ensure that all supporters have the correct age tariff tickets and sanctions may be applied if this is found not to be the case. 

SUPPORT FOR RENEWING SEASON TICKETS   

If you have any queries not answered in the FAQs or you require special assistance in general, please contact our box office team at [email protected] or by phone on 0333 005 8521 and they will be able to assist you.   

Can I renew the season ticket for my personal assistant (for people with disabilities) online?  

Yes, complimentary personal assistant season tickets, specifically for those attending to assist fans with disabilities, can be renewed online once the appropriate  supporting documentation is uploaded. Supporters who had a complimentary personal assistant/disabled helper season ticket this season will be contacted separately with more details about this process. If you have any questions on this, please email us at [email protected] or contact the box office team on 0333 005 8521.   

Can I renew in person at the box office?  

• You can renew at the box office but not on matchdays when the box office team will focus on enquiries relating to the day’s game.  

• Box office opening times can be found on the contact us page on our website here.  

• You can also renew online by logging in to your ticketing account or by phone on 0333 005 8521.  

      FAMILY AREA ELIGIBILITY  

What are the current eligibility criteria for seats in the family area?  

• The family area is intended for groups that include at least one junior supporter (under 18). There are currently no age-based restrictions on the oldest age of the junior members of the group.   

 What are the eligibility rules for the 2025/26 season? 

From the 2025/26 season, only families/groups where the youngest member is under-18 by 1 August 2025 will be eligible for season tickets in the family area. Groups where the youngest member is 18 or older by this date will need to relocate and will be offered support from our box office team to find new seats for their group at the Gtech Community Stadium.  

 What are the eligibility rules for the 2026/27 season?  

• From the 2026/27 season, only families/groups where the youngest member is under-16 on 1 August 2026 will be eligible for season tickets in the family area. This means groups where the youngest member is 16 or older by this date will no longer be able to renew in the family area. Additionally, each family/group is only permitted a maximum of two adults. 

 Why is the eligibility for the family area changing? 

• The family area is designed to be a dedicated space for young fans and their families to enjoy matches in a suitable environment. Due to high demand, we are updating the eligibility criteria to ensure there is continued availability for junior Bees. 

  What happens if we are no longer eligible for the family area? 

• If you are impacted by the change, you will have priority access to move to a different area in the stadium before seat moves open to other season ticket holders. Those who are impacted will be contacted by our box office team to provide more details. 

When can I move my seat? 

• If you are impacted for the 2025/26 season, seat moves will open after the season ticket renewal window closes on Friday 11 April 2025. 

• If you are impacted by the start of the 2026/27 season, you can either move ahead of time when seat moves open ahead of the 2025/26 season, or wait until the following year. Seat moves will open after season ticket renewals have closed on Friday 11 April. This is when you will have priority access to select new seats. If you would like to consider moving seats ahead of the 2025/26 season, contact our box office at [email protected] or calling 0333 005 8521. Please note that waiting until the following year may limit your options for alternative seats as there will be more groups moving out of the family area next season. 

How do I request a seat move? 

• You can request a seat move during the season ticket renewal window by filling out the seat move form here, or contacting us at [email protected] or calling 0333 005 8521. 

 DIGITAL TICKETING

Will I get a new season ticket card next season?  

• No. For the 2025/26 season, all season tickets, including premium seats, will be digital for all home Premier League fixtures.   

• We understand that some fans may face genuine barriers to using digital tickets. For those with exceptional circumstances, physical season cards will be available on request and requests will be reviewed by the club. Requests can be made via the form here and will be reviewed on a case-by-case basis. 

What is changing with season tickets for the 2025/26 season? 

• From the 2025/26 season, season tickets, including premium seats, will be digital-only, replacing physical season cards and downloadable PDFs. Digital tickets will be stored on your Brentford FC ticketing account and be accessible on your phone. 

Why is Brentford FC moving to digital season tickets for the 2025/26 season? 

• In August 2024, Premier League clubs voted to make digital ticketing mandatory for all clubs in the league from the 2026/27 season. We’re getting ahead of the curve by making this move now to give fans plenty of time to get familiar with digital ticketing while we provide the necessary support during this move. 

How will moving to digital tickets benefit fans? 

• Moving to digital ticketing makes purchasing and sharing tickets more secure and helps us identify ticket touts. By managing everything online through your ticketing account, it improves our visibility of who is attending matches to ensure, as best we can, that home areas are for home fans only. 

• Digital tickets are not new to Brentford and are quick and easy to use. With ticket forwarding available online, you’ll be able to send your tickets to friends and family in just a few clicks and manage all your tickets in one place. 

• TAPs are awarded based on attendance. With digital tickets shared online, we can ensure that it’s the person that attends that will receive TAPs to their account. This aligns with our five-year rolling TAPs system, which rewards active and consistent attendance to give fans a pathway to accessing tickets for high-demand fixtures. 

How do I access my digital season ticket? 

• Your season ticket will be available in your Brentford FC ticketing account and can be scanned from your mobile device at the turnstile. More details on how to download and store your ticket will be shared before the start of the 2025/26 season. 

Where can I learn how to use my digital ticket? 

• To help fans familiarise themselves with how to access and share digital tickets, we’ll update and create new educational resources, including explainers, how to guides and FAQs. For fans that need one-to-one support, we’ll also host drop-in sessions with our box office team who are on hand to answer your questions. Fans are welcome to contact our box office team for assistance at any time at [email protected], or by calling 0333 005 8521, or speak to them in person at the Gtech Community Stadium.   

Does this impact away tickets? 

• For away fixtures, the format of the ticket (digital or physical) is decided by the home team. We will let you know what the format will be for each away fixtures at the point of purchase. 

SHARING DIGITAL TICKETS 

How do I share my season ticket? 

• From 2025/26, all ticket sharing will be done online via your Brentford FC ticketing account. The person receiving the ticket must: 

• Have a registered Brentford FC ticketing account. 

• Be in your Friends & Family network 

• To help fans learn the process for sharing digital tickets, we’ll update and create new educational resources, including explainers, how to guides and FAQs ahead of the start of the 2025/26 season. For fans that need one-to-one support, we’ll also host drop-in sessions with our box office team who will be on hand to answer your questions. 

 Will I still be able to download a print at home PDF ticket?  

• You will no longer be able to email yourself a PDF of your ticket that you can print at home. Sharing tickets will be managed online. 

  Who can season ticket holders share their season ticket with?  

• For the majority of fixtures, you can send your ticket to anyone in your Friends & Family network. 

• For select games with an exceptional high-demand for tickets, the recipient in your Friends & Family network will need to have a membership and meet the TAPs threshold for that match. This is to ensure that, as best we can, we keep home areas for home fans only, and make more high-demand tickets available for members with the qualifying amount of TAPs. 

• Examples: 

• Cat B: Wolverhampton (H) – you can share your ticket with anyone in your Friends & Family network 

• Cat A: Liverpool (H) – you can share your ticket with a member in your Friends & Family network who has 100+ TAPs 

 Can premium seat holders share their tickets with anyone?  

• Yes – premium seat holders can transfer their tickets to anyone by entering the recipient’s email address online, even if they’re not in their Friends & Family network.

• They also have the option of forwarding tickets to Friends & Family, if they wish.  

How will TAPs be allocated for forwarded digital season tickets?   

• By sharing your ticket, you are forwarding it on to another fan. When you forward a ticket online, the recipient must accept it. Once accepted, the ticket is officially forwarded to them, and they will receive the TAPs if they attend the fixture. The original season ticket holder will not receive TAPs for a forwarded ticket. This ensures that TAPs are awarded to the person who attends the match. This aligns with our five-year rolling TAPs system, which rewards active and consistent attendance to give fans a pathway to accessing tickets for high-demand fixtures. 

SUPPORT FOR THE DIGITAL TICKETING TRANSITION  

What support will be available to help with the transition to digital tickets?  

• To help fans familiarise themselves with how to access and share digital tickets, we’ll update and create new educational resources, including explainers, how to guides and FAQs ahead of the start of the 2025/26 season. For fans that need one-to-one support, we’ll also host drop-in sessions with our box office team who will be on hand to answer your questions. 

• Fans are welcome to contact our box office team for assistance at any time at [email protected], or by calling 0333 005 852, or speak to them in person at the Gtech Community Stadium. 

 EXEMPTIONS FOR EXCEPTIONAL CIRCUMSTANCES  

Can I still request a physical season card?   

• Exemptions for fans with exceptional circumstances, such as limited access to, or knowledge of, the necessary technology, or fans with access needs, will be available to those who still require a physical season card. 

• Exemption requests can be submitted using this form. While our aim is to help all fans to feel confident using digital tickets before the Premier League’s 2026/27 season deadline, we will review exemptions on a case-by-case basis to ensure you are not disadvantaged by the move away from physical season cards. 

FEES 

What is a premium licence? 

• To purchase a premium seat at Gtech Community Stadium, you need to have a premium licence.    This December, we are offering fans with a licence that is set to expire in June 2026 the option to upgrade to a lifetime licence to help you spread the cost over the next six months. 

What is the current upgrade offer? 

• If you upgrade to a lifetime licence now, you’ll only be charged the difference between what you paid for your short-term licence and what you would have paid for a lifetime licence, plus 25 per cent.

• For example, if you purchased a short-term licence in 2020, to upgrade, you’ll pay the difference between the short-term licence price and the lifetime licence price as it was in 2020, plus 25 percent of the difference. You won’t be charged the total cost of a new licence. 

• This gives fans the option of using the payment they made for a short-term licence towards a lifetime licence. 

• This offer is available to everyone that is eligible to upgrade until 5pm on Friday 12 December 2025. 

Do I need to pay anything right now? 

• If you have a lifetime licence with a season ticket ending in June 2026, you do not need to take any action right now. The club will contact you in Spring 2026 about when you can renew your premium seat for the 2026/27 season. 

• If you have a license that expires in June 2026, with a season ticket ending in June 2026, you have the option of upgrading to a lifetime licence now. The club will contact you in Spring 2026 about when you can renew your premium seat for the 2026/27 season, but you will need a license to renew. 

How do I find out if my licence is set to expire in June 2026? 

• You can refer to your contract agreement to check if your licence is set to expire, or check if you are on a lifetime licence. Alternatively, you can ask us directly by contacting the Premium Services Team by phone on 020 8380 9930 or by email at [email protected].

How much will the lifetime licence cost if you choose to upgrade?  

• The fee for this will be linked to what you originally paid for your initial fixed-term licence. 

• For example, if you paid £1,200 for a three-year licence, you will pay an additional £1,500 to move to a lifetime licence. This fee can be spread over the next year or paid in full.   

• It should be noted that those who committed to a lifetime licence initially, prior to the move to the new stadium, would have paid £2,400. It is only fair that we recognise their early commitment and ensure that their fees (£2,400 in this example) are lower than the fees relating to the upgrade in 2025 (£2,700 in this example).   

My licence expires in June 2026, why should I upgrade to a lifetime licence now?     

• We recommend that you upgrade to a lifetime licence now so that you can take advantage of the current offer. You will also be able to spread the cost over six months, meaning you will not have to pay your license fee and season ticket fee at the same time over the course of next season. 

My licence expires in June 2026, will I be able to move to a lifetime licence during the renewal stage in 2026?   

• Yes, but the current rate of a lifetime licence may change and the option to pay in instalments might not be available, which is why we recommend that you upgrade now to take advantage of the upgrade offer. 

My fixed term licence expires in June 2026. If I upgrade to a lifetime licence now, when do I renew my season ticket?    

• You will be invited to renew in 2026 and the price of your monthly season ticket payments are fixed until then.   

What if I don’t want to commit to a lifetime licence, why is there not an option to extend my licence for a fixed-term?   

• When we were preparing for the move to the new stadium, we offered fixed-term licences because we understood that fans might be hesitant to commit to premium packages without experiencing the new facilities first.    

• Now that our fans are familiar with the high-quality services, food, and facilities we provide, the uncertainty has diminished. 

• Our goal moving forward is to transition all premium seat holders to lifetime licences. This approach aims to create a more uniform and consistent experience for all our premium guests.  

What if my circumstances change and I need to break out of my lifetime licence?     

• In the first instance, you can look to transfer your licence to a friend or family member.   

• If you do not have someone you know who wishes to take on your licence, we do consider buy-backs. Each case is assessed individually according to the terms of the licence agreement. We will always approach such discussions positively, factoring in the current demand and timings but the club is not under any obligation to agree to a buy-back.  

If I have a lifetime licence and I decide to have a year/or two out, does this terminate my licence agreement?  

• Yes, the terms and conditions of the agreement mean that the licence would be terminated but we would encourage you to contact the Premium Services team to discuss your specific circumstances.  

When will my direct debit change if I upgrade to a lifetime licence now?  

• It will change in January 2026. If you upgrade, January will be the first month of your amended amount. You will receive confirmation of the new monthly direct debit amount via email. 

What are the deadlines for upgrading to a lifetime license for premium seat holders?  

• The deadline for premium seat holders to upgrade to a lifetime licence is 5pm on Friday 12 December. The next opportunity will be in June 2026.   

TRANSFERING 

Can I sell my licence directly to another supporter?   

• Yes, as per the terms and conditions of the licence, subject to club approval. The seller must agree the price with the buyer directly.  

• An administration fee of £100 plus £50 per seat applies.  

• This works out as £150 for one seat, £200 for two seats, £250 for three seats and so on.  

• The buyer must then purchase a premium seat direct from the club.  

What is the process for selling my licence to another supporter?  

• You should contact the Premium Services team first. They will ask you to complete a form and provide details of the proposed buyer as per the terms and conditions. Subject to the club’s approval, all parties will then sign the necessary paperwork. The seller must agree and arrange for the licence payment from the buyer directly with the buyer.    

• The buyer must then take over the direct debit payments at an agreed date.  

Does the buyer need a certain number of TAPs to acquire a licence from another premium seat holder?  

• No, but the club needs to approve the transfer of a licence to the nominated buyer. The new buyer will not acquire any of the seller’s TAPs as part of the transfer. 

Do the club need to approve a transfer?   

• Yes, as per the terms and conditions of the licence agreement, the club must approve each transfer.  

Will the club buy my licence back from me?   

• While we do consider buy-backs, each case is assessed individually according to the terms of the licence agreement. We will approach such discussions positively, factoring in the current demand and timings but the club is not under any obligation to agree to a buy-back.    

Has my licence increased in value?  

• This will depend on what someone is prepared to pay for it. The tradability of the licence was indeed one of its features when they were introduced. The current value of the licence can vary, influenced by several factors including market demand, availability of licences, our league status, and broader economic trends.    

• While we cannot provide a specific value, please get in touch with the Premium Services team if you need any further information.  

How much will the club pay to buy back a licence?   

• Any offers will be made on a case-by-case basis and will be linked to the remaining term and the original fee paid.   

What happens to my TAPs if I transfer my licence?   

• The seller will retain their TAPs. TAPs are linked to the individual and not the seat.   

I would like to move to another lounge at the end of my season ticket, how do I go about this?   

•      The seller must initiate the sale by contacting the Premium Services team.    

What is the procedure if I wish to cancel my licence mid-term? 

• Your termination rights are detailed in your licence agreement. You should contact the Premium Services team to discuss.  

I’m interested in buying a licence from someone I know, how do I do this?   

• The seller must initiate the sale by contacting the Premium Services team.  

I’m interested in buying a licence but I’m not aware of anyone selling one, how do I go about trying to purchase one?   

• We advise you to become a My Bees member and begin to build up your TAPs and attendance by buying tickets for individual matches.    

I’m interested in selling but don’t know anyone who wants to buy. What should I do?   

• You should contact the Premium Services team who will review on a case-by-case basis.    

MOVING AREAS IN THE GTECH   

Can I move to GA?   

• Yes, premium seat holders can move to a general admission area of the stadium, subject to availability. Fans who want to do this should contact the premium services team by phone on 020 8380 9930 or by email at [email protected].  Account balances will be adjusted accordingly and any overpayments will be refunded if the move can be accommodated. 

I am a GA season ticket holder, can I move to Premium seating?   

• This will be subject to availability. Season ticket holders should detail their request via this  form. We advise season ticket holders to first renew their season ticket to avoid the risk of losing their existing seat. 

OTHER  How do I renew? 

• All premium seat holders are advised to check their emails to confirm what action if any needs to be taken.   

• Fans will have the option of confirming their new contracts online via the DocuSign function, or they can call the Premium Services team on 020 8380 9930 or arrange an in-person appointment by emailing [email protected].  

What happens if I terminate my licence before I have paid the full balance of my licence fee?   

• Each case is assessed individually according to the terms of the licence agreement and your obligations to the club.    

If someone passes away, what happens to their licence? 

• As per the terms and conditions of the licence, you are able to bequeath it to another person as part of their estate via their will. 

When does a lifetime licence expire?  

• A lifetime licence will expire in the summer of 2071 or if the club moves from the Gtech Community Stadium.  

Does the ‘every seat counts’ policy apply to premium seat holders?   

• Yes it does, as per the terms and conditions. There are no changes to the ‘every seat counts’ policy for the 2025/26 season can be reviewed here. https://www.brentfordfc.com/en/every-seat-counts-policy  

 What are the deadlines relating to the upgrade process for premium seat holders? 

• The deadline for premium seat holders to upgrade to a lifetime licence is 5pm on Friday 12 December.   

Can I request move a different lounge and different seat for next season?   

• Yes. You will be able to request a seat move, but there is no guarantee that a better seat will be available. If you would like to request a seat move, please  contact the Premium Services Team by phone on 020 8380 9930 or by email at [email protected].   

 DocuSign  

What is DocuSign? DocuSign is a document signing software enabling you to sign your lifetime licence agreement online.  

What will the DocuSign look like? 

The DocuSign you will receive will look like the below.     

How do I know the DocuSign is from Brentford FC? 

In the header of the email you’ll receive from DocuSign it will say ‘Premium Seating sent you a document to review and sign' as shown below. 

 Why haven't I received an agreement via DocuSign?  

If you are a premium seat holder with a limited term licence and a season ticket ending in  2026 and haven't received an agreement via DocuSign please check your spam or junk folder. If you still haven’t received the agreement via DocuSign please contact the Premium Services Team by phone on 020 8380 9930 or by email at [email protected].  

If you are a premium seat holder with a lifetime licence and a season ticket ending in 2026, you will not receive a DocuSign and have to take no action.  

What if I am unable to sign my agreement via DocuSign?  

 If you have any queries or issues signing your agreement via the DocuSign email, please contact the Premium Services Team by phone on 020 8380 9930 or by email at [email protected].   

How do I know if I have completed my premium seat renewal?  

You will receive a confirmation email from DocuSign to confirm that you have signed your agreement.  

If you believe that you have signed the agreement correctly and you have not received the confirmation from DocuSign, please contact the Premium Services Team by phone on 020 8380 9930 or by email at [email protected]. 

Can I download and save a copy of my signed agreement?   

 You will find a copy of your signed agreement attached to the confirmation email after signing. You can download a copy and save to your computer.  

I want to cast video from the app to my TV, but it’s not working (Apple devices only)

• You can cast videos and live streams of games from the app to your TV if you have a Chromecast extension

• Make sure you have the latest version of the app downloaded by either updating the app or deleting the app and reinstalling it

• After downloading, you will receive a prompt asking to track your usage on the app. Allow app tracking and accept all permissions on the privacy notice screen.

• Connect both your iPhone and Chromecast to the same Wi-Fi network.

• Ensure the Chromecast and iPhone are within a reasonable range of the router for a strong signal.

• When you play a video, you should see a Chromecast icon in the upper right corner of the video (if your Chromecast is connected to your Wi-Fi). Tap the icon and cast the video.

• If you are still having issues, restart your mobile device and router and try the steps again.

How do I change my notification preferences?

• Tap your profile icon in the top-right corner of the app.

• Go to Settings.

• Toggle categories off (grey) to stop notifications or on (red) to receive them.

How do I update my account information?

• Log into your Bees account on the website (not the app)

• Select ‘My Account’ in the top right-hand corner of the browser

• Select ‘Update profile’ on the menu and edit your details and permissions

• To change other account information, like email address or date of birth, please contact [email protected].

Do I need to sign in or sign up to access the app?

No, you can use the app without signing in, but signing in gives you the best experience as we can personalise your notifications and you can access new features, like The Predictor

Can I use my brentfordfc.com details to sign in on the app?

Yes, we use a single sign-on process for the app, our website and our ticketing site.

How do I access digital tickets?

You can access your digital tickets on the app. We have created a guide on how to do this, which you can view on our website.

How can I find my fan number or TAPs?

We are working towards a solution for fans to see their rolling TAPs number on the Brentford FC official app. In the meantime, please access this information via https://www.eticketing.co.uk/brentfordfc.

Where can I listen to live match audio?

• Live match audio will be available for games where possible

• Open the Match Hub in the app

• Select Watch/Listen Live during the game

How do I turn off live match activities notifications on Apple devices?

• Live match updates appear on your lock screen starting one hour before kick-off.

• If you don’t want updates, reject the live activity when prompted on lock screen

Can I use the app offline?

Yes, but you will need to open the pages you want to view beforehand so they’re saved on your device.

1. What is the offer?

Complete the mid-season survey and you’ll receive a 30% off discount code for 2025/26 kit and training wear.

• Your code will be sent via email on 2/2/26

• Your code will expire at 11.59pm on 7/2/26

2. How do I qualify for the 30% discount code?

Simply complete the mid-season survey.

3. When will I receive my discount code?

Your 30% off code will be sent to you via email on 7/2/26

4. Where can I use the 30% discount code?

The code is valid on 2025/26 Brentford FC kit and training wear at shop.brentfordfc.com.

• The code cannot be used in-store

• The code is valid online only

5. Can I use the 30% code with other offers?

Your 30% off code cannot be used alongside any other code, promotion, or discount. Only one discount/code can be applied per transaction.

6. Does the code expire?

Yes, your code expires at 11.59pm on 7/2/26.

7. I didn’t receive my email/code — what should I do?

Step 1: Check your junk/spam folder Automated emails sometimes land in spam or promotions folders.

Step 2: Check the timing Please allow time for processing — especially if you completed the survey later in the day.

Step 3: Still no email? If you still haven’t received your code within 48 hours, please contact the club’s Ticket Office with:

• Full name

• Fan Number

• Date and time of completion

8. Can I use the code more than once?

• Each 30% code is single-use and valid for one transaction only.

• Once redeemed, it cannot be reused, even if you return or exchange items later.

What is Bees Rewards?

Bees Rewards is designed to reward Brentford FC fans for their support, starting with purchases they make at the Gtech. As we trial Bees Rewards, we will gather fan feedback via a short form which will be emailed after the game. This feedback will help us make improvements to the process, and our communications, ahead of launch.

What do I receive for trialling Bees Rewards?

If you are contacted by the club to trial Bees Rewards, a £3 voucher will be automatically applied to your basket at kiosks or self-service units when scanning for the first time. Purchases must be made before kick-off in order to qualify for the £3 voucher.

What are the benefits of Bees Rewards?

Bees Rewards are designed to reward fans for their support for the club (in the stands and in the concourses). Fans will be rewarded for the purchases they make inside the stadium on a matchday. With your feedback, the aim is to soon have Bees Rewards available for purchases made in The Hive Superstore, other retail outlets, as well as on the online store.

How do I access my QR code?

1. Download the Brentford FC official app. Available on the App Store and Google Play. Please make sure you have the latest version of our app installed to access the QR code.

2. Open the app and log in by selecting the profile icon in the top right corner and ‘Log in’, then enter your Brentford FC ticketing account details

3. You will see a Bees Rewards banner appear. Tap on the banner to open the Bees Rewards page.

4. Scroll down and taps ‘Access rewards QR code’

5. Your Bees Rewards QR code will then load

How to scan and pay at F&B kiosks and self-service units?

At food and drink kiosks, there will be scanners located next to the payment screen. Scan your QR code before payment holding your mobile device upright.

At self-service units, the scanner is located at the bottom of the screen. Scan when ‘Scan QR code or tap your pass’ shows on the screen. Ensure you hold your mobile device at an angle to scan.

Is there a minimum age to participate?

As per the terms and conditions, to participate in the programme you must be an individual who is at least 14 years of age, and can provide any proof of age as required by the club.

Are there any benefits of being subscribed to marketing emails?

Yes, we will keep fans up to date on all of the exclusive offers, discounts and prize draws available to fans who take part in Bees Rewards.

How can I download the Brentford app?

You can download the app here: https://yi.nzc.am/1f/Download.

Is there a cost to join Bees Rewards?

There is no cost to take part in the programme, however we ask fans to scan their QR code before purchasing food and drink in the stadium.

How will I know if I have received an award?

A £3 voucher will be automatically taken off of your total payment.

Why doesn’t my QR code scan when purchasing at a kiosk?

Please contact [email protected] to report this issue.

What if I still have questions about Bees Rewards?

Please contact [email protected].

Is it free to join?

Yes, as per the terms and conditions, you have an active brentfordfc.com account registered on the official club app (the “App”). The club may freeze or cancel an account at any time where it considers in its sole discretion that the account holder has breached our Bees Rewards terms and conditions (or any additional terms and conditions that may apply).

Where can I find the terms and conditions for Bees Rewards?

You can access the T&Cs here.

Prize Draw Terms and Conditions

1. Definitions

“BFC” means Brentford FC Limited, a company registered in Vantage London, Great West Road, Brentford TW8 9AG;

“Closing Date” means the date and time on which the Prize Draw is closed for entries, as set out in the Prize Draw Details;

“Entry Criteria” means the criteria which entrants are required to meet in order to enter into the applicable Prize Draw, such criteria being set out in the applicable Prize Draw Details;

“Entry Material” means any entry material, including any creative material, which an entrant is required to submit in order to enter into the Prize Draw;

“Opening Date” means the date and time on which the Prize Draw is open for entries, as set out in the Prize Draw Details;

“Personal Data” means any personal data which BFC collects from entrants to a Prize Draw, such personal data to be set out within the applicable Prize Draw Details;

“Privacy Policy” means BFC’s privacy policy which can be found here: Privacy Policy | Brentford FC;

“Prize Draw” means the prize draw operated by BFC, as detailed in the applied Prize Draw Details;

“Prize Draw Details” means the table containing the details (including the Prize, eligibility criteria and Opening/Closing Dates) for the applicable Prize Draw;

“Prize Draw T&Cs” means these terms and conditions;

“Social Media Platform(s)” means any social media platform and/or its operator;

“Member” means an active Bees Overseas member;

“Tickets” means General Admission to a Premier League football match

2. Eligibility

1. The Prize Draw is open to entrants who meet the Entry Criteria only. Where entry to the Prize Draw is age restricted, proof of identity may be required and must be provided on request.

2. Employees of BFC, their subsidiaries, partners, or their family members, or anyone else connected in any way with the Prize Draw, or helping to set up the Prize Draw, shall not be permitted to enter the Prize Draw.

3. All entries must be made directly by the person entering the Prize Draw.

4. If entry to the Prize Draw requires the submission of Entry Material, entrants confirm that they have the right to submit that Entry Material in the Prize Draw.

5. By entering the Prize Draw you confirm that all information submitted by you is true, current and complete.

3. Prize Draw Information, How to Enter and Selection Process

1. Entry to the competition is free but entrants should be aware that they may be subject to data charges depending on their own individual arrangements for internet access.

2. After the Closing Date no further entries to the Prize Draw will be permitted and any such entries received following the Closing Date shall be automatically disqualified.

3. No responsibility is accepted for entries not received for whatever reason, including for entries lost, delayed or corrupted, or due to computer error in transit.

4. Any entrant found to be using multiple accounts to enter the Prize Draw will be disqualified.

5. The winning entrant will be selected at random by BFC using a verifiable computerised system producing random results from all valid entries received by the Closing Date and in accordance with the Prize Draw T&Cs.

6. The winner will be contacted by BFC using the contact details provided to BFC within the entry. The announcement of the winners of the Prize Draw will take place within 14 days of the Closing Date. Only the winner will be contacted by BFC.

7. Once confirmation of acceptance of the Prize has been received from a winner, BFC may then request further information from the winner, such as their full name, country of residence, postal address, email address, contact telephone number and proof of identity.

8. Reasonable efforts will be made to contact each winner by BFC. If a winner: (i) cannot be contacted within 14 days of the Closing Date; (ii) fails to communicate their acceptance of the Prize by responding to BFC’s communication with the details required by BFC within 3 days of being contacted by BFC; or (iii) is unable to comply with these Prize Draw T&Cs, then BFC reserves the right to offer the Prize to the next eligible entrant drawn at random.

4. Personal Data

1. By participating in the Prize Draw, you acknowledge that your Personal Data will have been made available to BFC.

2. All Personal Data will be held and used by BFC in accordance with the BFC Privacy Policy. We may also use any Personal Data you provide to verify your age and identity.

5. Prize

1. BFC will be responsible for coordinating and delivering the Prize to the chosen winner subject to the winner providing any necessary details as required by BFC, including without limitation their postal address, email address etc.

2. The winner is responsible for expenses and arrangements not specifically included in the Prize. This may include travel, further accomodation and any necessary travel documents, passports and visas.

3. The winner confirms that it will not utilise the Prize for commercial purposes (for example but not limited to, the Prize cannot be resold or auctioned)

4. The Prize is subject to these Prize Draw T&Cs, and any further regulations relating to the use of the Prize, which may include (by way of example only) ticket terms and conditions of issue and applicable ground regulations. By accepting the Prize, the winner agrees to comply with any and all applicable terms and conditions and/or regulations.

5. No cash alternative to the Prize will be offered. The Prize is non-‐refundable and non-‐transferable. The Prize is subject to availability. BFC reserves the right to substitute the Prize with another of equivalent value without giving notice.

6. BFC reserves the right in its sole discretion to withhold delivery of the Prize until proof of eligibility and/or identity requested by BFC has been confirmed. If such proof is not produced on request, BFC may disqualify an entrant from the Prize Draw. BFC reserves the right to disqualify any entrant that fails to meet the eligibility criteria.

7. The winner is responsible for ensuring they are able to accept the Prize as set out and in accordance with these Prize Draw T&Cs. In the event they are unable to do so, then BFC reserves the right to redraw the winner of the Prize.

6. Publicity and Use of Entry Materials

1. The winner may be asked to provide their consent to participate in reasonable publicity relating to this Prize Draw, including but not limited to having their name and disclosure of country of residence published with their entry and used for future promotional, marketing and publicity purposes in any media worldwide without notice or without any fee being paid and will co-‐operate with any other reasonable requests by BFC relating to any post-‐winning publicity. The winner has the right to withdraw their consent as provided at any time by speaking to a BFC staff member or by emailing

   [email protected].

2. Entrants allow BFC to use their Entry Material for any and all purposes whatsoever at any time in the future, and without payment, regardless of whether that entrant is drawn as the winner of the Prize Draw.

3. Entrants waive their right to assert moral rights over all Entry Material and accordingly BFC may use Entry Materials in the future without crediting the author.

7. General

1. By participating in the Prize Draw, you fully agree and accept these Prize Draw T&Cs together with any specific instructions and terms for such Prize Draw which may be mentioned on the relevant section(s) of BFC Website.

2. Where the Prize Draw is operated via a Social Media Platform(s), such Social Media Platform(s) shall in no way be deemed to be sponsoring, endorsing administering or associated itself with such Prize Draw. Further, the Social Media Platform(s) are each fully released by the entrant from all liability that may arise from any matter related to the Prize Draw and said Social Media Platform(s) may not be held liable for any claim arising from an entrant’s participation in the Prize Draw or taking up a Prize.

3. Any entrant must comply with any directions given to him or her by BFC including but not limited to any and all relevant laws, rules and regulations.

4. Any entrant who enters or attempts to enter the Prize Draw in a manner, which in BFC’s determination, is contrary to these Prize Draw T&Cs or is unfair, fraudulent or unjust to other entrants or is otherwise not in the spirit of the Prize Draw (including without limitation tampering with the operation of the Prize Draw, hacking, cheating, deception, or any other unfair playing practices such as intending to annoy, abuse, threaten, or harass any other entrants or BFC and/or any of its agents or representatives), may be rejected from the Prize Draw at BFC’s discretion.

5. BFC may cancel or amend the Prize, the specific terms for this Prize Draw communicated by BFC from time to time and/or these Prize Draw T&Cs without prior notice and for any reason, including (without limitation) in the case of a manifest error. Any changes will be posted within these Prize Draw T&Cs and/or on appropriate BFC platforms (as BFC determines in its sole discretion).

6. BFC cannot guarantee that the services relating to the Prize Draw will be free from errors or omissions nor that they will be available, uninterrupted and/or in a fully operating condition. Without limiting clause 7(d), BFC reserves the right to modify, cancel, terminate or suspend the Prize Draw in whole or in part, at their sole discretion, if they believe the Prize Draw is not capable of being conducted as specified in these Prize Draw T&Cs or in the event of system failure, maintenance or repair, network issue, a virus, computer bug or unauthorised human intervention or any other cause that is beyond the reasonable control of BFC that could corrupt or affect the administration, security, impartiality, or normal course of the Prize Draw, including, but not limited to the unavailability of the vote, poll, competition or Prize Draw entry platform before the Closing Date, or for strike, lock-‐out, labour dispute, illness, act of God, natural disaster, adverse weather conditions, war, riot, civil commotion, accident, epidemic or pandemic, malicious damage, fire, flood and/or storm, compliance with law or governmental order, rule, regulation or direction, breakdown of plant, machinery or transportation. BFC is not responsible for any loss or damage caused to you as a result of any of these occurrences.

7. To the maximum extent permitted by law, BFC shall have no liability to You in relation to your entering into and participation in this Prize Draw. For the avoidance of doubt, nothing in these Prize Draw T&Cs shall limit or exclude liability for death or personal injury as a result of BFC’s negligence, fraud or fraudulent misrepresentation or for any other liability which may not be excluded by law.

8. You agree to reimburse BFC in respect of any losses suffered by BFC resulting from any claim made by a third party relating to your entry into the Prize Draw or from your violating of any applicable law or regulation.

9. The invalidity or unenforceability of any provision of these Prize Draw T&Cs shall not affect the validity or enforceability of any other provision. In the event that any provision is determined to be invalid or otherwise unenforceable or illegal, these Prize Draw T&Cs shall otherwise remain in effect and shall be interpreted in accordance with their terms as if the invalid or illegal provision were not contained herein.

10. The Prize Draw and these Prize Draw T&Cs will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. The surname and county of the winners will be made available to anyone who requests them by writing to

    [email protected] within three (3) months of the Closing Date. In the event they win, the winner may request their surname and county are not published or request for the amount of information being published to be reduced by emailing [email protected]. Without prejudice, the Promoters will provide this information to the Advertising Standards Authority on reasonable request.

8. Promoter

1. BFC is the promoter of this Prize Draw.

Ticketmaster Sport is our new ticketing provider...

Read our FAQs and How To Guides on everything you need to know about our new ticketing system.

Click here.

Who can buy tickets on the exchange? 

My Bees members 

My Bees members can buy tickets that have been listed for sale by season ticket holders, on the ticket exchange. Each My Bees member is eligible to buy one ticket per fixture on the ticket exchange if they have not already bought a ticket at the original sale. For Category A fixtures, a member must have 40+ TAPs. For Category B fixtures, all members can purchase regardless of the number of TAPs they have.    

Season ticket holders  

For Category B games, season ticket holders will be granted access to the ticket exchange 48-72 hours before kick-off. Each season ticket holder is eligible to buy one ticket per fixture on the tTicket exchange.   

Bees Overseas​  

Bees Overseas members can buy tickets that have been listed for sale by season ticket holders, on the ticket exchange. Each Bees Overseas member is eligible to buy one ticket per fixture on the ticket exchange if they have not already bought a ticket at the original sale. For Category A fixtures, members must have 40+ TAPs. For Category B fixtures, all Bees Overseas members can purchase regardless of the number of TAPs they have.  

*All fixtures including CAT B games are subject to changes in TAPs requirements based on security advice or changes to dates and times ahead of each match. Therefore a Category B fixture may require a minimum TAPs threshold.  

You can find out more about the ticket exchange in our FAQs.  

When do tickets go on the exchange? 

The ticket exchange opens when a home fixture has sold out on eticketing.co.uk/brentfordfc.. This usually happens around four to six weeks before the fixture until the day before the game. The exact time of a fixture going on sale on the ticket exchange will be communicated on our social channels, you can follow those here. On most occasions, tickets are available on the ticket exchange up until kick- off. 

The majority of tickets on the exchange are listed the day before matchday so it’s worth looking at this time for the best availability. 

How much are tickets on the exchange?

Tickets cost the same on the ticket exchange as they do for an adult on eticketing.co.uk/brentfordfc. Concession rates will be available for under 18s. You can find the price of Cat A and Cat B Home games here.

Are concession rates available on the exchange?

For the 2024/25 season, concession rates will be available for those under 18 juniors. Adult tickets will remain the same on the ticket exchange as they do for an adult on eticketing.co.uk/brentfordfc. You can find the price of Cat A and Cat B Home games here. If you wish to upgrade your concession/ junior tickets, please aim to do so before match day as there will be a £5 charge for matchday upgrades.

How do I access the ticket exchange? 

If you are eligible, it is accessible by clicking on the desired fixture. Exchange tickets are highlighted as pink.   

How many tickets are available on the exchange? 

If a season ticket holders cannot attend a fixture, they are advised to list their ticket on the ticket exchange. Each My Bees member is eligible to purchase one ticket on the ticket exchange for each fixture if they have not already purchased a ticket for that fixture on eticketing.co.uk/brentfordfc. On average, around 400 tickets are available on the exchange for each fixture. 

What games are on the exchange? 

All home league fixtures that have sold out will be available on the ticket exchange. 

Do I get Ticket Access Points if I buy a from the ticket exchange? 

If you purchase a ticket on the ticket exchange you will be awarded Ticket Access Points (TAPs) as you would be if you had bought the ticket on eticketing.co.uk/brentfordfc. TAPs vary depending on category of the fixture. You can read more about TAPs here. 

How many tickets can I buy on the ticket exchange? 

Each My Bees Member is eligible to purchase one ticket for themselves and one ticket for each eligible friend and family member who qualifies via also being a My Bees member. You can purchase up to six tickets per transaction.

What is the club's ticket exchange? 

It's a service we offer to season ticket holders who are unable to attend any Premier League home games. Season ticket holders can release their seat using the ticket exchange, and that seat will be made available for other Brentford supporters to purchase online once the home areas of the stadium are sold out. Tickets on the ticket exchange are offered in the first instance to club members and Bees Overseas members before being released on to season ticket holders 48-72 hours before kick-off. However, there is no guarantee that the seat will be released by the club or will be purchased if released. 

How can I find out if the seat I released via the ticket exchange has been sold for a specific match? 

You will receive an email informing you that your seat has been sold on the ticket exchange.  

How much credit will I receive against the cost of my season ticket next season if my seat is sold on the ticket exchange?  

When you put your seat onto the ticket exchange, your credit will be displayed in your “Sale Summary".  

I released my seat via the ticket exchange but it hasn't been sold. Will I still receive a credit against the cost of my season ticket next season? 

No, credit towards your season ticket for the next campaign will only be applied if your seat is sold. However, you will not receive a yellow card if you list your ticket on the exchange, regardless of if it sells or not.  

How do I release my seat via the ticket exchange? 

Please visit the ticketing how to guides for a step-by-step guide to using the ticket exchange. 

Can a disabled supporter return their seats via the ticket exchange? 

Yes, disabled season ticket holders are able to return their tickets via the ticket exchange. This can be done until kick-off on matchday. For a guide on how to list your ticket on the exchange, click here. Alternatively, contact the Box Office on 0333 005 8521 and one of our team will be happy to assist you. Please note, carers will not receive any money for returning their seats. 

I have released my seat via the ticket exchange for a game I now want to attend, what do I do? 

If your seat is still available, you can re-book it by logging in to your online account and selecting 'My Tickets' from the menu on the top right side of the screen. Find the game you want to attend and click 'Cancel Resale' to remove your seat from the ticket exchange. Alternatively, please contact the Box Office on 0333 005 8521 and one of our team will be happy to assist you. 

I have released my seat on the ticket exchange for a game I now want to attend but my seat has been sold, what do I do? 

You will need to purchase a match Ticket (subject to availability) at full price. You will not be able to get your seat back for this particular match once it has been sold via the ticket exchange. 

I originally released my seat via the Ticket Exchange, but then changed my mind and purchased an alternative seat as my seat had already been sold. Will my card be activated for that match? 

No, you will be issued with tickets via email confirmation of your order. You will have the option to download your ticket to your Google or Apple Wallet, or you can download and print a PDF of the ticket.  

If I don't renew my season ticket, can I redeem my ticket exchange credit for cash or transfer to another season ticket? 

Ticket exchange credit will be redeemable in cashback in December and at the end of the season.  

What are Ticket Access Points? 

Ticket Access Points (TAPs) are earned through purchasing match tickets both home and away – TAPs are awarded to season ticket holders and club members who purchase home match tickets. They are also awarded for away games upon purchase.  

Will my Ticket Access Points that I earn this season roll over? 

All Ticket Access Points are currently carried over season to season. 

How will I collect home Ticket Access Points? 

Members and season ticket holders will be awarded TAPs for their own ticket after the game has taken place. 

How can I keep track of my Ticket Access Points? 

Ticket Access Points are clearly displayed on the account summary page on your ticketing account. The number of TAPs awarded for each game is listed here. 

Why do I need to set up my Bees Account? 

A single sign-on solution means that fans only have to log in once, with the same details for ticketing, video, Bees Store and the Brentford FC App. All details and communication preferences will be managed in one place.  

You must create your password before you can buy tickets, merchandise or log in to the Brentford FC App. You will need to use your new Bees account login details from this point.  

A Bees account will give eligible fans access to exclusive content, audio commentary and more new features coming soon.  

Set up your Bees account 

What will my new account be used for? 

Your Bees account will be used to buy tickets, merchandise or log in to the Brentford FC App. You will need to use your new Bees account login details from this point.  

A Bees account will give eligible fans access to exclusive content, audio commentary and more new features coming soon.  

Set up your Bees account 

What does verify my account mean? 

To move to the single sign-on solution, you are required to create your password to ensure the security of your account.   

To verify your account please read our guide.  

Set up your Bees account 

When will I log in to buy tickets and merchandise with my new account? 

We use single sign-on. You must create your password before you can buy Tickets, merchandise or log in to the Brentford FC App. You will need to use your new Bees account login details from this point.  

If you already have an account, you should continue to use your existing log in details.   

Set up your Bees account 

What should I do if I have problems setting up my Bees account? 

If you have any problems creating your password please read through these FAQs and how to guides. If you are still having problems, please contact [email protected]  

What do I do if I don’t receive an account verification email? 

If you do not receive an account verification email, please check your spam/junk folder, or make sure you have added [email protected] to your safe senders list.  

If you are still having problems, please contact [email protected]  

What will change? 

A single sign-on solution means that fans only have to log in once, with the same details for Tticketing, vVideo, Bees Store and the Brentford FC App. All details and communication preferences will be managed in one place.  

We use single sign-on. You must create your password before you can buy Tickets, merchandise or log in to the Brentford FC App. You will need to use your new Bees account login details from this point.  

A Bees account will give eligible fans access to exclusive content, audio commentary and more new features coming soon.  

When you log in to any one of these websites you will be directed to login via the Bees account single sign-on page. This will look different to the separate login pages you saw before. Your accounts showing your order history, shipping addresses etc. Will remain the same and be accessible once you have logged in.  

Set up your Bees account 

What do I need to do to set up my Bees account? 

Please read our ‘Setting up your Bees account’ how to guide for a step-by-step process of how to complete the process.   

Set up your Bees account 

How will I know the process has been completed successfully? 

If you have successfully set up your Bees account, you will see the My Account button at the top right of the brentfordfc.com homepage. From here you will be able to update your profile, change your password and sign out should you need to.   

For what this looks like please reference the ‘Setting up your Bees account’ how to guide.  

Who will have a Bees account? 

Anyone with a current online ticketing account will be able to set up and verify their Bees account. If you do not have a Bees account you can register for one by clicking here. 

If I don’t have an existing Brentford FC account, how can I register for a Bees account? 

You can register for an account by clicking here. 

General questions

Why are we changing the TAPs system to a rolling five-year basis?

The new five-year rolling TAPs system is designed to strengthen both home and away support by ensuring ticket access better reflects recent attendance.

Since their introduction in 2013/14, TAPs have accumulated without expiry, which has led to some fans maintaining high TAPs balances even if their recent attendance has been low. As a result, fans who attend more frequently in recent years may be in a lower priority TAPs bracket for purchasing tickets to high-demand matches, compared to those who attended more games in the past than they do now.

For example, over 1,000 season ticket holders who are in the top TAPs bracket (4500+ TAPs) have not attended an away match in the 2024/25 season, up to and including the Crystal Palace match. Similarly, over 1,000 current members who are in the top TAPs bracket (750+ TAPs) have not attended a home match this season, up to and including the Liverpool match.

Our solution is to align TAPs balances with more recent attendance, ensuring fans who regularly attend matches are rewarded. The rolling TAPs system ensures active and newer fans have a fair opportunity to secure tickets for high-demand matches, while still recognising the loyalty of long-standing supporters.

When will the five-year rolling TAPs system update?

The five-year rolling TAPs system will update on July 2026, ahead of the 2026/27 season. At this time, existing TAPs will reset, and your new TAPs balance will reflect points earned from the 2022/23 season onwards, and TAPs earned before 2022/23 will expire. From this point forward, TAPs earned during the season - including for friendly matches - will continue to add to your rolling total.

How will this new system benefit me as a fan?

The new system rewards fans for consistent attendance at home and away matches. By focusing on the most recent five years of attendance, the system ensures that active supporters have better access to tickets for high-demand games.

There are also benefits for families and groups. In the new system, if you regularly attend both home and away fixtures with your family and friends, your TAPs total will increase at a similar rate. Over time, the purchasing windows available to you will align, making it easier to purchase tickets together.

Why aren't my TAPs from earlier seasons being included anymore?

TAPs earned before the 2022/23 season won’t be included because the new system focuses on rewarding recent, consistent and active attendance. This ensures that fans who actively attend matches now are prioritised for ticket access, rather than those who may have accumulated TAPs but no longer attend regularly.

While we value long-term loyalty, the goal is to create a more balanced system for all fans and ensure TAPs totals reflect ongoing engagement.

How was the decision made to move to a rolling system?

The decision was made after extensive consultation with fan groups, internal reviews, and benchmarking against other Premier League clubs. Feedback helped shape a system that is more balanced, rewards consistent attendance, and better reflects our active match-goers. The plan was carefully reviewed and approved to ensure it meets the needs of our supporters.

How will I be informed of my new TAPs balance after the reset?

We will provide season ticket holders and members with personalised with communications before the 2025/26 season to share their up-to-date TAPs balance under the new system.

What if I haven’t been able to attend matches due to reasons out of my control?

The five-year rolling TAPs system aims to fairly reflect and reward attendance over recent seasons. We understand that every fan’s circumstances are unique and there may be exceptional circumstances that have prevented fans from earning TAPs in recent seasons, impacting their TAPs total under the new system.  

To ensure fairness, you can request a review of your rolling TAPs total in cases of exceptional circumstances. Please fill out this form and we’ll review each application on a case-by-case basis. 

Find form here.

About TAPs accumulation and reset

How are five-year rolling TAPs calculated?

Each time TAPs are earned, they are logged in our data warehouse, recording the number of TAPs awarded along with the date and time. Using this data, we’ve created a yearly breakdown of each fan’s TAPs to calculate how many have been accumulated each season. The five-year rolling TAPs total includes all TAPs earned from the 2022/23 season to the present.

How will my TAPs change at the start of the 2026/27 season?

At the start of the 2026/27 season, your TAPs will be reset to include the accumulated TAPs from the previous four seasons. Any TAPs earned during the 2026/27 season will be added to your total throughout the season. We will provide season ticket holders and members with personalised with communications before the 2026/27 season to share their up-to-date TAPs balance under the new system.

How do TAPs get added each season in the new system?

TAPS will be earned for both home and away games based on attendance, within seven working days of the fixture.

To find out how many TAPs are earned for each fixture visit the Ticket Access Points page.

What happens to my TAPs at the end of each season?

At the end of each season, your TAPs will refresh to only include the previous four seasons, and you can add to your total by earning TAPs in the upcoming season. Any TAPs earned prior to this period will expire.

Can I carry over any TAPs from seasons prior to 2022/23 after the reset?

No. TAPs earned before the 2022/23 season will no longer be included in your balance after the reset. From the start of the 2026/27 season, only TAPs earned in the most recent five years (from 2022/23 onwards, including 2026/27) will contribute to your rolling TAPs balance.

If I miss attending matches during a season, will it affect my TAPs total in future years?

Yes. Under the five-year rolling TAPs system, TAPs earned in each season are included in your total for five years. If you miss attending matches in a season, your TAPs total in future years may be impacted as TAPs earned in previous seasons expire. This could mean that you may not be eligible for the same priority window for purchasing tickets, if other fans have more TAPs than you. You can rebuild your TAPs total and maintain access to tickets for high-demand fixtures by attending more fixtures the following season.

Impact on priority and ticket access

How will this change affect my priority for buying tickets to high-demand games?

Priority for ticket purchases will be based on your ticket-buying history over the past four seasons, plus the current one. The more matches you’ve attended (both home and away), the higher your priority will be. However, if you haven’t attended many fixtures, your priority level for purchasing tickets may decrease over time as TAPs expire.

How will rolling TAPs affect on-sale windows?

When determining the on-sale windows for the 2026/27 season, we will ensure that the number of fans eligible in each window remains proportionate to the current system. This means that the new five-year rolling TAPs windows will provide access to approximately the same number of fans as before. To maintain priority access for active supporters, season ticket holders who meet the TAPs threshold for the first on-sale window of high-demand Category A away matches will be guaranteed the opportunity to purchase tickets when they go on sale. This ensures that those with the highest TAPs retain priority access during their designated window.

If I've been attending games regularly since TAPs began in 2013/14, will I lose my priority status under the new system?

With the five-year rolling TAPs system, your ticket priority is determined solely by your attendance at home and away games over the past five seasons. Regular attendance during this period will therefore result in higher priority for ticket purchases. Please note that TAPs earned before the five-year period will not be included in your total.

What if I only attend a few games each season? Will I be disadvantaged?

The new rolling TAPs system rewards those who regularly attend home and away fixtures, giving them higher priority for ticket purchases. If you only attend a few games each season, your TAPs will be lower, which may reduce your priority. However, in the 2024/25 season, every away fixture (apart from Fulham and Bournemouth) reached the ‘all season ticket holders’ window, meaning tickets were accessible for most matches. We expect this trend to continue.

Will this affect my chances of getting tickets for away games or cup matches?

For most fans, the new system won’t significantly affect your opportunity to secure tickets for away games or cup matches. This season, our data shows that for the majority of fixtures, tickets remained on sale through to the “All members” window, meaning tickets have consistently been available to season ticket holders and those with higher TAPs. We expect this trend to continue.

The five-year rolling TAPs system ensures that active attendance is rewarded, giving regular attendees a fairer chance at high-demand fixtures. Additionally, priority windows will still provide those with the highest TAPs the earliest opportunity to purchase tickets.

What happens if I attend matches but don't use my own fan number to purchase tickets?

TAPs can only be awarded to the fan number associated with the ticket purchase. If you regularly attend matches, it’s important to ensure tickets are correctly assigned to your fan number to accumulate TAPs.

Family and friends ticketing

How will the new system work for families who want to buy tickets together?

If you regularly attend both home and away fixtures with your friends and family, your TAPs total will increase at a similar rate. Over time, the purchasing windows available to you will align making it easier to purchase tickets together.

If I attend games with my children, will they have similar TAPs to me under the new system?

Yes, if you regularly attend games with your children and purchase tickets together, your TAPs total will increase at a similar rate. Over time, the purchasing windows available to you will align making it easier to purchase tickets together.

How can I make my TAPs align with the groups I attend with?

If you regularly purchase tickets as a group and attend matches together, your TAPs totals will naturally align over time. This means that as you continue attending matches together, you’ll move through the priority windows at a similar pace, making it easier to purchase tickets as a group.

TAPS calculation examples

Can you give a step-by-step example of how TAPs will be calculated in the new system?

Year 1 (2022/23): 100

Year 2 (2023/24): 200

Year 3 (2024/25): 300

Year 4 (2025/26): 200

Year 5 (2026/27): new TAPs from this season

Total TAPs: 800, plus any TAPs earned in the 2026/27 season

If I attend matches in the 2022/23 season, will those TAPs still be included next season?

Yes, TAPs from the 2022/23 season will still be included. The 2022/23 season is the first year that TAPs contribute towards your five-year rolling total, and all TAPs accumulated from that season onwards will be included in your total. However, 2022/23 TAPs will no longer contribute to your total from the 2027/28 season.

Additional support

What if I haven't been able to attend matches due to exceptional circumstances?

The five-year rolling TAPs system aims to fairly reflect and reward attendance over recent seasons. We understand that every fan’s circumstances are unique and there may be exceptional circumstances that have prevented fans from earning TAPs in recent seasons, impacting their TAPs total under the new system.

To ensure fairness, you can request a review of your rolling TAPs total in cases of exceptional circumstances. Please fill out this form and we’ll review each application on a case-by-case basis.

Find form here.

What are considered exceptional circumstances for TAPs adjustments?

Exceptional circumstances typically include situations like:

• Physical disabilities or mobility challenges.

• Long-term or serious medical conditions requiring ongoing treatment.

• Neurological or mental health conditions that significantly impact attendance.

• Long-term caring responsibilities.

• Visual or hearing impairments that affect accessibility.

If your situation isn’t listed here but you believe it qualifies, please use the form below to request a review. Please note, higher education and work commitments are not considered exceptional circumstances.

Find form here.

What if my situation doesn't fit the listed exceptional circumstances?

Even if your situation isn’t explicitly mentioned, you can still submit a request. We will carefully review each case individually to ensure fairness.

I forgot to assign my ticket to my fan number. Can I still request an adjustment?

Unfortunately, manual adjustments cannot be made for tickets that were not assigned to your fan number at the time of purchase.

How long will it take to process my request?

The exceptional circumstances form will be available from week commencing Monday 10 February and will close on Friday 7 March. Once the form has closed, we will review all submissions and aim to provide a response to each individual by Wednesday 30 April. If we require additional information during the review process, we will contact you directly.

Do I need a licence to purchase a premium season ticket?  

Yes, to purchase a premium season ticket, you must have a valid licence. 

How much do I need to pay?  

• If you have a lifetime licence with a season ticket ending in June 2026, you do not need to take any action. There are no changes to your season ticket fees.   

• If you have a limited-term licence (ending in June 2026) with a season ticket ending in June 2026, you do not need to take any action but will have the option of upgrading to a new lifetime licence. There are no changes to your season ticket fees. An additional payment is however needed to move to a lifetime licence.   

 We advise that you should check your emails to confirm your package details and fees.   

How much will the lifetime licence cost if you choose to upgrade?  

• The fee for this will be linked to what you originally paid for your initial fixed-term licence. 

• For example, if you paid £1,200 for a three-year licence, you will pay an additional £1,500 to move to a lifetime licence. This fee can be spread over the next year or paid in full.   

• It should be noted that those who committed to a lifetime licence initially, prior to the move to the new stadium, would have paid £2,400. It is only fair that we recognise their early commitment and ensure that their fees (£2,400 in this example) are lower than the fees relating to the upgrade in 2025 (£2,700 in this example).     

My licence expires in June 2026, what is the benefit of moving to a lifetime licence now?    

• We would encourage you to do this now if they can as, by doing so, you can lock in their lifetime licence at the current rate and spread that cost over 12 months. 

My licence expires in June 2026, will I be able to move to a lifetime licence during the renewal stage in 2026?   

• Yes, but you should be aware that the fee which is on offer now may be higher in a years time.  

My licence expires in June 2026, will I be able to move to a lifetime licence during the renewal stage in 2026?   

• Yes, but you should be aware that the fee which is on offer now may be higher in a year's time. 

My fixed term licence expires in June 2026. If I upgrade to a lifetime licence now, when do I renew my season ticket?    

• You will be invited to renew in 2026 and the price of your monthly season ticket payments are fixed until then. 

What if I don’t want to commit to a lifetime licence, why is there not an option to extend my licence for a fixed-term?   

• When we were preparing for the move to the new stadium, we offered fixed-term licences because we understood that fans might be hesitant to commit to premium packages without experiencing the new facilities first.    

• Now that our fans are familiar with the high-quality services, food, and facilities we provide, the uncertainty has diminished. 

• Our goal moving forward is to transition all premium seat holders to lifetime licences. This approach aims to create a more uniform and consistent experience for all our premium guests.

What if my circumstances change and I need to break out of my lifetime licence?     

• In the first instance, you can look to transfer your licence to a friend or family member.   

• If you do not have someone you know who wishes to take on your licence, we do consider buy-backs. Each case is assessed individually according to the terms of the licence agreement. We will always approach such discussions positively, factoring in the current demand and timings but the club is not under any obligation to agree to a buy-back.  

If I have a lifetime licence and I decide to have a year/or two out, does this terminate my licence agreement?  

Yes, the terms and conditions of the agreement mean that the licence would be terminated but we would encourage you to contact the Premium Services team to discuss your specific circumstances. 

When will my direct debit change? 

• It will change on 1 July 2025. July will be the first month of your amended amount (if applicable). You will receive confirmation of the change in June 2025. 

TRANSFERING 

Can I sell my licence directly to another supporter?   

• Yes, as per the terms and conditions of the licence, subject to club approval. The seller must agree the price with the buyer directly.  

• An administration fee of £100 plus £50 per seat applies. 

• This works out as £150 for one seat, £200 for two seats, £250 for three seats and so on.  

• The buyer must then purchase a premium seat direct from the club.    

What is the process for selling my licence to another supporter?  

• You should contact the Premium Services team first. They will ask you to complete a form and provide details of the proposed buyer as per the terms and conditions. Subject to the club’s approval, all parties will then sign the necessary paperwork. The seller must agree and arrange for the licence payment from the buyer directly with the buyer.    

• The buyer must then take over the direct debit payments at an agreed date.

Does the buyer need a certain number of TAPs to acquire a licence from another premium seat holder?  

• No, but the club needs to approve the transfer of a licence to the nominated buyer. The new buyer will not acquire any of the seller’s TAPs as part of the transfer.  

Do the club need to approve a transfer?   

• Yes, as per the terms and conditions of the licence agreement, the club must approve each transfer.  

Will the club buy my licence back from me?   

• While we do consider buy-backs, each case is assessed individually according to the terms of the licence agreement. We will approach such discussions positively, factoring in the current demand and timings but the club is not under any obligation to agree to a buy-back.   

Has my licence increased in value?  

• This will depend on what someone is prepared to pay for it. The tradability of the licence was indeed one of its features when they were introduced. The current value of the licence can vary, influenced by several factors including market demand, availability of licences, our league status, and broader economic trends.    

• While we cannot provide a specific value, please get in touch with the Premium Services team if you need any further information.

How much will the club pay to buy back a licence?   

• Any offers will be made on a case-by-case basis and will be linked to the remaining term and the original fee paid.  

What happens to my TAPs if I transfer my licence?   

• The seller will retain their TAPs. TAPs are linked to the individual and not the seat.  

I would like to move to another lounge at the end of my season ticket, how do I go about this?   

•      The seller must initiate the sale by contacting the Premium Services team.    

What is the procedure if I wish to cancel my licence mid-term? 

• Your termination rights are detailed in your licence agreement. You should contact the Premium Services team to discuss.  

I’m interested in buying a licence from someone I know, how do I do this?   

• The seller must initiate the sale by contacting the Premium Services team.  

I’m interested in buying a licence but I’m not aware of anyone selling one, how do I go about trying to purchase one?   

• We advise you to become a My Bees member and begin to build up your TAPs and attendance by buying tickets for individual matches.    

I’m interested in selling but don’t know anyone who wants to buy. What should I do?   

You should contact the Premium Services team who will review on a case-by-case basis.    

MOVING AREAS IN THE GTECH   

Can I move to GA?   

• Yes, premium seat holders can move to a general admission area of the stadium, subject to availability. Fans who want to do this should contact the premium services team by phone on 020 8380 9930 or by email at [email protected]. Account balances will be adjusted accordingly and any overpayments will be refunded if the move can be accommodated.

I am a GA season ticket holder, can I move to Premium seating?   

• This will be subject to availability. Season ticket holders should detail their request via this form. We advise season ticket holders to first renew their season ticket to avoid the risk of losing their existing seat. 

OTHER  

How do I renew? 

• All premium seat holders are advised to check their emails to confirm what action if any needs to be taken.   

• Fans will have the option of confirming their new contracts online via the DocuSign function, or they can call the Premium Services team on 020 8380 9930 or arrange an in-person appointment by emailing [email protected].  

What happens if I terminate my licence before I have paid the full balance of my licence fee?   

• Each case is assessed individually according to the terms of the licence agreement and your obligations to the club.    

If someone passes away, what happens to their licence? 

• As per the terms and conditions of the licence, you are able to bequeath it to another person as part of their estate via their will. 

When does a lifetime licence expire?  

• A lifetime licence will expire in the summer of 2071 or if the club moves from the Gtech Community Stadium.  

Does the ‘every seat counts’ policy apply to premium seat holders?   

• Yes it does, as per the terms and conditions. There are no changes to the ‘every seat counts’ policy for the 2025/26 season can be reviewed here. https://www.brentfordfc.com/en/every-seat-counts-policy  

What are the deadlines relating to the upgrade process for premium seat holders? 

• The deadline for premium seat holders to upgrade to a lifetime licence is 5pm on Monday 11 April.   

 Can I request a seat move for next season?  

• Yes. You will be able to request a seat move but there is no guarantee that a better seat will be available.

• If you would like to request a seat move, you should renew your existing seat and then complete this form here by 11 April 2025.

• The premium service team will then contact those fans who have submitted a seat move request to discuss a possible move

DocuSign  

What is DocuSign? 

DocuSign is a document signing software enabling you to sign your lifetime licence agreement online. 

What will the DocuSign look like? 

The DocuSign you will receive will look like the below.  

How do I know the DocuSign is from Brentford FC? 

In the header of the email you’ll receive from DocuSign it will say ‘Premium Seating sent you a document to review and sign' as shown below.  

Why haven't I received an agreement via DocuSign?  

If you are a premium seat holder with a limited term licence and a season ticket ending in 2026 and haven't received an agreement via DocuSign please check your spam or junk folder. If you still haven’t received the agreement via DocuSign please contact the Premium Services Team by phone on 020 8380 9930 or by email at [email protected].  

If you are a premium seat holder with a lifetime licence and a season ticket ending in 2026, you will not receive a DocuSign and have to take no action.  

What if I am unable to sign my agreement via DocuSign?  

 If you have any queries or issues signing your agreement via the DocuSign email, please contact the Premium Services Team by phone on 020 8380 9930 or by email at [email protected].   

How do I know if I have completed my premium seat renewal?  

You will receive a confirmation email from DocuSign after completing the signature to confirm that you have signed your agreement.  

If you believe that you have signed the agreement correctly and have failed to receive the confirmation from DocuSign please contact the Premium Services Team by phone on 020 8380 9930 or by email at [email protected].  

Can I download and save a copy of my signed agreement?   

 You will find a copy of your signed agreement attached to the confirmation email after signing. You can download a copy and save to your computer.  

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