LUTON TOWN FOOTBALL CLUB LTD

CUSTOMER CHARTER

CUSTOMER SERVICE

The club's customer service contact is Mike Hooker, Public Relations Office, and the hours that he is available to the public with the exception of holidays is 9am until 5pm Monday to Friday.

Contact can be made by post: Mr Mike Hooker
Public Relations Office
Luton Town Football Club
Kenilworth Stadium
1 Maple Road
Luton
Beds LU4 8AW

E-mail: clubsec@lutontown.co.uk

Fax: 01582 405070

Telephone: 01582 411622

The club strives to respond to any contact from a customer within 7 days.

The club responds by telephone, e-mail, fax or letter.

STAFF CONDUCT

Luton Town Football Club is committed to confront and eliminate discrimination whether by reason of sex, sexual orientation, race, nationality, ethnic origin, colour, religion, disability or age.

Luton Town Football Club is an equal opportunities employer. We are committed to equal opportunity within our own organisation and to encouraging similar commitment from every organisation or individual acting within the game.

The quality of opportunity at Luton Town Football Club means that in none of our activities will we discriminate against, or in any way treat less favourably, any person on grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion, disability or age. This includes:

? The advertisement of jobs
? The selection of candidates for employment or promotion
? Job location or working environment
? Pay and employment terms and conditions
? Internal training and development activities
? External education activities and awards
? Football development activities
? Selection for representative teams
? Appointments to honorary positions.

Luton Town Football Club will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with appropriate disciplinary action in whatever context it occurs.

Luton Town Football Club supports The Football Association in its commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.

CONSULTATION AND INFORMATION

The club consults supporters on a regular basis through forums and via the official website.

The club publicises its position on major policy issues in the club programme and web site - www.lutontown.co.uk.

The club gives the earliest possible notice of any changes to its ticketing policy.

TICKETING

Pricing:
The club operates a scheme to enable supporters to pay for season tickets by instalment at a reasonable rate of interest.

Allocation:
At least 5% of tickets for each game will be made available to non-season ticket holders.

Concessionary Prices:
Concessionary prices are available to junior supporters aged under 10, 17, and 22 years, and also disabled people. Two concessionary rates are available to senior citizens aged either over 65 or 75.

The David Preece Stand is designated for the use of family groups and junior supporters.

Disabled Supporters:
There are two disabled areas holding in total 25 disabled supporters and 25 helpers. Information regarding tickets can be obtained from the Ticket Office on 01582 416976.

Compromise Seating:
Is available in Main Stand Block G and Main Stand Enclosure A, B, H, J.

Away League Matches:
The clubs supporters are allocated tickets for away matches as follows:-

Where ticket allocation by the home club is restricted, season ticket holders will have the first opportunity to purchase tickets.

Cup Competitions:
Tickets for cup competitions are priced according to the importance of the competition and are allocated as follows:-

Season ticket holders will have the first opportunity to purchase tickets.

Returns/Refunds:
The club's policy on the return and distribution of unwanted tickets is as follows:-

Unwanted tickets returned 24 hours prior to the kick off of any match will receive a full refund. Tickets returned after a game has taken place will not be eligible for a refund.

If a match is postponed before kick off, tickets holders are entitled to free admission to the re-arranged game, or a refund on their ticket if returned to the Ticket Office at least 24 hours before the re-arranged match. If a match is abandoned after kick-off but before half time, spectators are entitled to half price admission for the re-arranged match, upon production of their ticket to the Ticket Office at least 24 hours before the re-arranged match. Away supporters should refer to the point of purchase.

DISCOUNTS

Season ticket holders receive a 10% discount in the Club Shop on full priced merchandise on production of their season ticket book. Also free admission to home reserve league matches.

AWAY SUPPORTERS AT LUTON TOWN F.C.

The club abides by The Football League regulations governing the allocation of tickets to visiting clubs.

The club does not charge admission prices to supporters of a visiting club, which are higher than those charged to our own supporters for comparable accommodation. Concessionary rates apply to supporters of a visiting club.

MERCHANDISE

The club endeavours to ensure that all replica strip designs shall have a minimum life span of two seasons.

The club provides swing tickets to replica strip stating its launch date.

The club carried out its obligations under The Football League regulations to prevent price fixing in relation to the sale of replica strip.

The club offers refunds on merchandise in accordance with its legal obligations.

COMMUNITY ACTIVITIES

The club operates a Community Trust backed by The Football League, a football in the community programme, which in turn organises a varied programme of activities aimed at all sectors of the community.

More information on these activities can be obtained from the club's Community Officer on 01582 391927 or via the Club's official website.

WEBSITE

The club operates a website - www.lutontown.co.uk. - as a means of communication with supporters.

08.07.08