FREQUENTLY ASKED QUESTIONS

• My tickets haven't arrived, what do I do?

  If you have not received your tickets, first check your confirmation email! It might be that you have to complete a Two-Step Booking or collect your tickets from the venue. If not please let us know before midday on the day before the event, or by midday on Thursday if the event is over a weekend, and we will do everything possible to ensure you can attend the event. Please be aware if you contact us after midday however we have less time to arrange an alternative for you. 

• What is Two Step Booking?

  What is Two Step Booking?

  This is a new ticket fulfilment process, events will have, ‘Two Step Booking’ noted in the Ticket Type. Once you have booked your tickets on Tickets For Troops, your SEE Tickets booking confirmation email will have a link and details on how to secure your tickets.

  You must complete the steps in the confirmation email immediately to secure your booking. Until you have done so, we cannot guarantee seats for you. Tickets are subject to availability and we cannot guarantee seats will be together.

  Why Has This Been Created?

  We have created the Two Step Booking process to ensure that we continue to receive our £4.50 booking fee, which is the lifeblood of Tickets For Troops.

  Will I Have To Pay Any Additional Charges?

  Some events will have their own booking fees on their websites which cannot be bypassed. If there are any additional charges you are required to pay, we will warn you prior to booking and in your SEE Tickets booking confirmation email. These charges will remain nominal. 

  How Do I Cancel My Tickets with Two Step Booking?

  If you need to cancel your tickets please forward your tickets to: cancellations@ticketsfortroops.org.uk we will have them added back to our allocation for another member to book.

• Why do we have to pay a booking fee?

  The booking fee keeps Tickets For Troops alive as a charity. It pays the running costs and the costs incurred when processing orders including but not limited to: printing, packing and delivering tickets to you. This fee also applies to tickets arranged for collection at the venue and all forms of e-ticket.
  
  The booking fee is £3.60 plus VAT = £4.50 per transaction.
  
  The booking fee applies per order not per ticket. If you book four tickets, you only pay one booking fee.
  
  Please note that booking fees are non-refundable.

• How many tickets can I order?

  First Come, First Serve: For most first come, first serve events, you can order 2-4 tickets and will find the number of tickets available to you for each event in the drop down menu when booking tickets. Please note, multiple bookings will be cancelled and any booking fees paid will not be refunded.

  If a sold out event goes back online please do not make a second booking - it will be cancelled without refund. It takes up a lot of our time and prevents other members from booking tickets. Persistent double booking will incur a 60 day ban from the site. 

  Furthermore, to enable all members to have a chance of being able to apply for and attend events, you may not book in excess of 15 events per year. We will have to cancel bookings which exceed this limit.

  Football: Please note, football matches are for HOME FANS ONLY. Troops are able to attend a maximum of three fixtures per club per season. This restriction is put in place to ensure that as many members of the Armed Forces as possible are able to watch their football team in action. 

  Ballot: If successful in a ballot, you will usually be offered 2 tickets. This will be confirmed when you are notified of winning the ballot. 

• Why Are We Only Offering Tickets To Those Medically Discharged Since 2001?

  Due to the level of available tickets, Tickets For Troops is not able to offer tickets to veterans or those members of HM Forces who were Medically Discharged prior to 2001

• How do I update my personal details?

  To update or change your personal details, including your postal address, password and mailing preferences, click on 'My Account' once you have logged in.

  Please note it is your responsibility to ensure your details are up to date. 

• What do I do if I require accessible seating or disabled access?

  If you require accessible seating or disabled access, please ring the Tickets For Troops office on 0207 932 0808 or email info@ticketsfortroops.org.uk as soon as you've booked your event.

  Please be assured that we will do our utmost to organise the right access for you however on occasion our donors might inform us that this is not possible due to their capacity limits. 

• Why can I only win one ballot every year?

  You can win up to one ballot per year to ensure that every member registered with Tickets For Troops has the chance of winning tickets through the ballot.

  Please note, it may take a few years for you to win a ballot due to only 8% of our tickets being offered through the ballot system (the rest are first come, first serve). Please be assured there is no bias on who wins and who doesn't as the ballot winners are drawn at random via our software.

• Will I be notified if I have not been successful in a ballot?

  If you have been unsuccessful, you will not be informed. However, if you have been successful we will call and/or email you so please ensure your contact details are up to date and you check your junk folder for emails from us.

• Where will my seats be?

  This can vary due to the venue or event you are attending, please wait to receive your tickets in the post or on the day of the event at the box office to find out which tickets you've been allocated.

  All football matches are seated within the home fans section. According to football rules any member found to be booking tickets as an away fan in the wrong end will have their tickets cancelled and will put their membership in jepordy. 

• Can my family attend an event if I am not there?

  The Tickets For Troops member must always be in attendance at the events. You can not pass tickets on to other people to use without you. 

• I need to cancel an event which I have booked, what do I do?

  To cancel tickets you have booked or been offered through Tickets For Troops, you must email cancellations@ticketsfortroops.org.uk by midday on the day before the event to give us time to reallocate your tickets (or by midday Thursday if the event is over the weekend).

   

• What will happen if I do not attend an event and I have not cancelled with the TFT office?

  Unfortunately if you do not cancel your tickets by the requested deadline or let us know they haven't arrived before the event and subsequently don't attend, we will have to suspend your Tickets For Troops membership.

• Do I have to wear my uniform to the events?

  Unless specifically requested, uniforms do not need to be worn to any Tickets For Troops events.

• Is there a Tickets for Troops Mailing List?

  Tickets For Troops has a mailing list and newsletters are sent out on a regular basis updating troops on upcoming events and ticket availability.

  If you would like to be added to our mailing list please go to ’My Account’ and select ‘mailing list.’ If you would no longer like to receive further emails from us regarding the latest offers deselect ‘mailing list’.