Hospitality FAQs
Ticketing
Where can I purchase hospitality for England games?
Official England hospitality packages can be purchased in confidence in one of two ways:
- Booking direct from us on the official Twickenham Stadium
website here
- Speak to a specialist team at our principal hospitality partner
Keith Prowse here
Where can I purchase hospitality for an upcoming concert?
All concert hospitality packages can be purchased direct from us. To see what packages are available please visit here.
Where can I purchase hospitality for a non-England game?
All non-England hospitality packages can be purchased direct from us. To see available packages please visit here.
I’ve booked hospitality packages online, when will I receive my tickets?
Your tickets will be provided to you digitally via the Twickenham Stadium app and you will receive an email containing your tickets within two weeks of the match.
In advance of receiving the tickets, please download the app onto your smartphone.
To download the app please visit the App Store for iPhone or Google Play for Android
It’s within two weeks of the event and I haven’t received my hospitality tickets, what do I do?
Please contact [email protected] with the booking reference number and full name on the booking.
My ticket is digital, what do I need to do?
In advance of receiving your tickets, please download the Twickenham Stadium app onto your smartphone and register using the mobile number provided to us on your booking.
To download the app please visit the App Store for iPhone or Google Play for Android
Tickets are usually sent 1-2 weeks before the event and you will receive a notification to your phone to alert you once they have been sent.
Stadium
What is the dress code?
We request clients dress on the smarter side of casual. Jackets and ties are not obligatory and team shirts are acceptable.
How close are my seats?
As we have seats throughout the Stadium, ticket location is dependent upon a number of factors, including the facility you have booked and how many packages you have bought. We always endeavour to make the walk from your facility to your seats as short as possible. But you can be assured that you'll enjoy among the best seats in the house.
Who do I contact for lost property?
Enquires can be made in person at the Security Office located at Gate F. This will be open until 9pm on the day of the event. For enquiries after an event, please contact [email protected].
I/my guest has a dietary requirement, do I need to tell someone prior to attending?
Yes, please email [email protected] with the booking reference number, full name on the booking and details of the dietary requirement
We are celebrating a special occasion, is there anything special that you can provide?
Yes, you can purchase a birthday cake from us or we can put a candle in the dessert. Please contact [email protected] to arrange.
Is smoking permitted in the stadium?
On stadium match days all areas of the stadium effective from once you enter the stadium through any entrance gate are non-smoking. If persons wish to smoke they must leave the stadium ensuring that they take their ticket with them and ensuring that in the external areas where they smoke they do not obstruct entrance gates and turnstiles.
Travel
How far is the stadium from Twickenham station?
Turn right out of the station exit and the ground is approximately a 10 - 15 minute walk from the station and is clearly signposted.
Where can I park on arrival at the stadium?
Car parking is limited. Car parking is not included with hospitality packages, if you require parking please get in touch with us at [email protected]
Please note car parking is limited, subject to availability and upon request. Coach and minibus passes can also be purchased at an additional cost, however these MUST be booked in advance.
Is there anywhere I can store my luggage?
Unfortunately we do not have luggage storage facilities within the stadium.
Can I book a taxi to pick me up from the stadium after the match?
Yes this is possible to do so, but please bear in mind that there are road closures in place so you may have to walk away from the stadium to pick up this taxi.
Cancellation and refund policy
If a match is cancelled, or takes place behind closed doors, will I be entitled to a refund?
All those that have booked official hospitality packages for fixtures taking place at Twickenham will be entitled to a full refund in the event that they are cancelled or played behind closed doors. Money to the value paid in GBP will be refunded to the original payment source (and the only currency we deal with is GBP).
If you have paid by credit card which at the time of refund has expired, we would revert to a BACS payment, which for administrative reasons may prolong the time taken for the refund to be received.
If I am entitled to a refund, when and how will money be repaid?
Customer refunds for card payments will be processed within five working days and may take up to a further five working days to appear in your account. Refunds made by BACS may take up to two weeks to be processed and can take up to a further three working days to appear in your account.
If a match is cancelled, or takes place behind closed doors, will I be able to transfer my booking to an alternative match?
All customers will be given the option to transfer to an alternative match subject to availability, refund the booking, or to hold the value of their booking on account for a full calendar year. You will be asked to choose the most suitable option for you if we have cause to contact you regarding a cancellation.
If transferring to an alternative match and the value of your existing booking is more than the value of the new booking we will offer you the option to refund the difference or issue you credit for a future match.
If transferring to an alternative match and you wish to opt for a package or table size of a higher value than your existing booking, we will issue you an invoice for the difference, of which payment will be required to secure the new booking.
If, having booked, I or my guests decide at a later date not to attend due to Coronavirus COVID-19 concerns, will I be entitled to a refund?
If the match goes ahead with a crowd but you are unable to attend for any reason, including due to concerns relating to Covid-19, then our usual booking terms and conditions will apply.
I booked hospitality via an officially appointed reseller for an event that has been cancelled. Will I be entitled to a refund?
In the first instance you will need to discuss this directly with the supplier in question. Officially appointed resellers are contractually obliged to offer a choice - either transfer to an alternative option or refund monies in full. If you have any problems in progressing your claim, please share details of the related correspondence with us and we will endeavour to discuss the matter directly on your behalf.
The hospitality I had a booking for has been cancelled and I’ve already made travel/accommodation arrangements, are you going to reimburse me for this?
You will need to get in touch with the hotel or transport provider that you booked with and request a refund direct. We are unable to reimburse you for any travel or accommodation arrangements.
