Guide To: Frequently Asked Questions

Got a question? It may well have already been answered. Take a look at our Frequently Asked Questions below.

TICKETING QUERIES

How can I purchase a season card or match tickets?

Season cards and match tickets can be purchased in person at the Stadium of Light ticket office, over the phone on 0371 911 1973 or via the online ticketing service*. Visa, Mastercard and Delta accepted.

Phone and online sales available 24 hours per day, seven days a week. Booking fees may apply to match tickets purchased over the phone and online and all tickets are sold subject to ground regulations.

Please note that a past purchase history is required for certain home fixtures at the Stadium of Light

Does my season card include cup games?

Your season card includes league games only; tickets for FA Cup and League Cup ties must be purchased additionally. This is also the case for supporters who have seasonal passes for the Black Cats Bar.

There is a cup scheme available for season card holders. Please contact the ticket office for further information on this.

Where is the ticket collection unit on a matchday?

There is two ticket collection points where tickets are available to collect three hours before kick-off on a matchday.

The first collection unit is at the reception of Black Cat House. The second ticket collection point is located to the right of the main entrance of the stadium near turnstiles 5-8 in the South West Corner.

I’ve lost my season ticket, what should I do?

Please contact the ticket office on 0371 911 1973. There is a £10 admin fee to replace your season card.

I would like to purchase tickets for my local school/football team, how do I do this?

Please send your request to ticket.office@safc.com with information on the numbers in your group and details on what dates you are looking to visit the Stadium of Light.

I am a serviceman/woman and would like to attend a game at the Stadium of Light on my return to the UK.

To show our support for our armed forces, we have signed up to Tickets for Troops. Ticket applications should be made via the Tickets for Troops website – sign-up is free and you can receive a pair of tickets to a league game (terms and conditions apply).

How do I sign up for club membership?

For further details on the membership scheme and to sign up, please visit http://www.safc.com/membership. All season card and part season card holders are automatically signed up to the Platinum package and need take no further action.

I want to make a comment or complaint to the ticket office. How do I do this?

Please contact ticket.office@safc.com with full details. The ticket office will get back to you directly within five working days.

RETAIL QUERIES

Where can I find frequently asked questions regarding retail?

All retail FAQ’s can be viewed here.

STADIUM QUERIES

I have a query regarding accessibility – who do I contact?

Our Disability Liaison Officer, Maureen Johnson, will be happy to help. She can be contacted at maureen.johnson@safc.com, or on 0871 911 1255 during normal business hours. Accessibility information can be viewed in our dedicated section.

Is car parking available at the stadium?

Car parking is available to purchase on a seasonal basis or match by match subject to available. For full details on car parking please contact Maureen Johnson on 0371 911 1973.

Is it possible to bring food and drink into the stadium?

It is not possible to bring food and drink into the stadium at this time. A range of food and drink options are available in the fanzone and inside the stadium to cater for all dietary requirements.

Is it possible to store luggage at the stadium?

There are no storage facilities available at the Stadium of Light.

What are the turnstile opening times?

Turnstiles open one and a half hours before kick off. Turnstiles are available to use through the game up until half time. If you arrive after half time, please go to the main entrance of the stadium and approach the stewards and they will check your ticket and allow you access.

How old do you need to be to go into the stadium on your own?

14 years old is the minimum age to be able to attend a game at the Stadium of Light without an adult.

How do I report trouble at the game (violence/abusive behaviour)?

Please approach your nearest steward to report any incident you are involved in or witness. If you don’t feel confident to do this at the time and wish to report an incident after the game, please contact customer.service@safc.com and the club will carry out a full investigation.

How do I report a broken seat?

To report a broken seat please approach a steward on the day and the club's maintenance team will look to fix the seat on the day. If you wish to report this after the game, please email customer.service@safc.com and your seat will be fixed for the next home fixture.

How do I request the use of the lifts on a matchday?

Lifts are available in the West Stand and Black Cats Bar. If you would like to use the lift please email enquiries@safc.com and further information will be provided as well as a letter to give you permission to use the lift.

Can I take photographs inside the stadium?

Only official photographers registered with the league are allowed to take photographs inside the stadium. However, permission isn’t required to take photographs outside the stadium.

CHARITY REQUESTS

Who do I contact about charity donations?

Any requests must be sent in writing (not email) to: Supporter Liaison Officer, Sunderland AFC, Stadium of Light, Sunderland, SR5 1SU.

They request must state which registered charity you are, your registered charity number, the date of the event, the nature of the event and full contact details. Any donations are in the form of signed memorabilia - we do not offer financial support of any kind.

Although we would love to donate signed merchandise/raffle/auction items to every worthwhile cause, this is simply impossible due to the incredible volume of requests received. Due to the number of requests received, we aim to respond to all requests within a four- to six-week period.

We are unable to accept requests from third parties raising funds on behalf of registered charities or appeals unless their letter is accompanied by an official letter on the charity's letterhead confirming that the person is authorised to raise funds on the charity's behalf.

I am organising a fundraising event and would like to fundraise outside the Stadium of Light.

Permission for all collections outside the Stadium of Light can only be given by Sunderland City Council and applications should be made to them in writing.

We don’t allow fundraising collections to take place within the stadium itself.

SPECIAL OCCASION REQUESTS

How do I request a matchday announcement over the PA system?

All requests should be sent to the Supporter Liaison Officer via email at customer.service@safc.com. Please put the game you wish to have the message, the message you would like and attach a photo if required.

We have limited availability for each game; we will endeavour to include all requests wherever possible but we cannot provide a guarantee of this.

If sending photographs for the screens, please ensure these are high-quality JPG files to enable them to be displayed at the appropriate resolution.

How do I request an announcement in the programme?

All requests should be sent to adam.capper@safc.com. If sending photographs for the programme, please ensure these are high-quality JPG files to enable them to be displayed at the appropriate resolution.

We have limited availability for each game; we will endeavour to include all requests wherever possible but we cannot provide a guarantee of this.

How can I get a mascot place for my child?

Home mascot places are allocated exclusively to members of the Junior Black Cats supporters' club. Places are chosen at random and successful members will be informed by the club.

How can I submit an item for signing by the players?

Due to the volume of requests we receive, we don’t accept individual items for signing. Any unsolicited items received will be returned unsigned. Over the course of season we do organise various events attended by players where items can be signed. We always advertise these on our website.

Due to the sheer volume of signing requests received it may take up to six weeks to receive a response. Please note we cannot be held responsible for any items sent in.

I would like to purchase a brick - how do I do this?

To purchase a brick in the Wall of Fame at the Stadium of Light, please contact malcolm.hopkins@safc.com.

Bricks are £35 each and can also be ordered via the ticket office in person.

PROGRAMME/TEAMSHEET REQUESTS

Can I subscribe to the official matchday programme?

Subscriptions are available priced at £57 (UK) or £76 (Rest of the World). Please sent a cheque made payable to Sunderland AFC to:

Programme Subscription, Media & Communications Department, Stadium of Light, Sunderland, SR5 1SU.

Orders can also be placed over the telephone by calling 0871 911 1228. Online editions are also available for download via the Pocket Mags website.

Can I receive a complimentary copy of the programme?

We do not send out complimentary copies as souvenirs, to assist with projects, or for private collections.

I would like a teamsheet from a previous game, how do I get one?

It isn’t possible for teamsheets to be sent out.

SUPPORTER LIAISON REQUESTS

How do I contact the Supporter Liaison Officer at the club?

Email: chris.waters@safc.com

Post: Chris Waters, Supporter Liaison Officer, Sunderland AFC, Black Cat House, Stadium of Light, Sunderland, SR5 1SU.

How can I join a supporter liaison group to engage with the club directly?

If you are interested in joining the Sunderland Liaison Group, please contact Chris Waters directly for details of the next available meetings.

OTHER REQUESTS

I am interested in hosting an event/a wedding/Christmas party at the Stadium of Light?

Please contact our conference and banqueting team directly on hospitality@safc.com or 0371 911 1555 for further information.

How do I get a trial at the club?

Please email scouting@safc.com and your request will be passed on to the relevant department.

Where do the club play their development squad matches?

The under-21 side play their games at the Eppleton Colliery Welfare Ground (Eppleton CW), also known as the Hetton Centre. Sunderland Ladies also play at this ground.

The stadium’s postcode is DH5 9NE, and a map is available here. Catering facilities are available on-site.

Can I watch training at the Academy of Light?

Training is not accessible to the public until further notice.

Can you help me with a project or dissertation by taking part in a questionnaire?

Due to the sheer amount of requests received, we do not assist students by completing questionnaires. Information which may assist can be found on this website.

Where can I find out about job vacancies?

Job vacancies which occur within the club from time and time are advertised on our website in the recruitment section. Full details of how to apply are included in each job advert. Vacancies can also be found in the local press and Job Centres.

Can I use the club’s branding (e.g. crest)?

The Sunderland AFC brand is copyright and trademark protected and can’t be used for commercial gain without our permission. For further details, please see our Brand Protection information.

How do I contact the Foundation of Light?

To contact the Foundation of Light please call 0191 551 5191 or email info@foundationoflight.co.uk.

 

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