FAQ

Search through our frequently asked questions to find useful information.

General information

what is official hospitality?

Official Hospitality is the combination of a match ticket and a catering service. Hospitality packages are available on a first-come-first-served basis and can be purchased by companies or individuals.

what am i allowed to do with a hospitality package?

The packages can be used to invite guests (e.g. relative, close friend, employee, colleague, business client, etc.) to see the match with you. You and your guests are not permitted to resell the packages, to combine them with other products or services, to use them for marketing purposes or to use them as part of a lottery or prize for a competition.

do i need to provide the details of my guests?

Yes, details of your guests are required by UEFA, at the latest 7 days before the match. Failure to provide your guests' details may result in the cancellation of your order.

Please be aware that UEFA may require a provisional list of guests at any time.

Once your order is confirmed, you will be able to enter the names of your guests in your order details on our client portal.

what is a private suite product?

It is a private/exclusive area/room with a pitch view and access granted exclusively to the client and their guests. It is always located in the stadium and the seats are located directly in front of the room or inside the room depending on the venue.

i am accompanying the group of an official hospitality client, can i get an accreditation or working pass?

No, we do not provide accreditations/working-pass for this purpose. You will need to use one of the purchased packages for such purpose.

what is a venue series?

A Venue Series product is composed of Official Hospitality Packages which are purchased for all matches taking place at one venue (i.e 7 matches in London and 4 matches in any other venue).  

what is an ultimate series?

An Ultimate Series product is a package of Official Hospitality Packages which are purchased for one or both Semi-finals and the Final.

what is the main difference between a private suite and a prestige or a 2020 club package?

A Private Suite is private to the client and their guests. A Prestige or 2020 Club package gives access to a shared hospitality facility to which other clients also have access.

can i visit the stadium/my suite before the match?

No, as UEFA is not the owner of the stadium, we cannot organise visits to the stadium or Suites for clients who have purchased hospitality packages.

is it possible to have an extra person in the suite?

No, the number of people per suite cannot be increased.

where can i find your terms and conditions?

The UEFA EURO 2020 Official Hospitality Terms and Conditions are available at the following location:

Terms and Conditions
 

where can i find your refund policy?

The UEFA EURO 2020 Official Hospitality Refund Policy is available at the following location:

Refund Policy

where can i find the stadium rules?

The UEFA EURO 2020 Stadium Rules are available at the following location:

Stadium Rules

what is a prestige product?

It is a package that combines a category 1 seat in the stand with access to a shared lounge. In the lounge, dinner and beverages are served to the client and their guests. Depending on the venue, the lounge does not necessarily have a pitch view and can be located either inside the stadium or in a facility outside of the stadium. Facilities outside of the stadium can be within or outside of the stadium's perimeter.

what is a 2020 club product?

It is a package that combines a seat in the stand with access to a shared hospitality facility. Such hospitality facility can be a suite or a lounge, with dinner and beverages served to the client and their guests. Depending on the venue, the hospitality facility does not necessarily have a pitch view and can be located either inside or outside of the stadium. Facilities outside of the stadium can be within or outside of the stadium's perimeter.

what is the main difference between a private suite and a prestige or a 2020 club package?

A Private Suite is private to the client and their guests. A Prestige or 2020 Club package gives access to a shared hospitality facility to which other clients also have access.

when will the kick-off times be known for all the matches?

All kick-off times will be known after the UEFA EURO 2020 final tournament draw on 30 Novembre 2019.

where can i find the correspondence between the match number and the match date?

The UEFA EURO 2020 schedule is available at the following location: 

is there wifi in the hospitality areas?

Yes, guests will be provided with connection details upon arrival in the relevant hospitality area.

Purchase

are there any quantity limits or restrictions for purchasing per company?

No, there is no quantity limitation in the purchase of Official Hospitality packages per company. However, there are some restrictions as follows:

a. Private Suites : UEFA does not sell single seats within one Private Suite. Clients who wish to purchase Private Suite packages must purchase the full capacity of the relevant Private Suite. Private Suite capacities may vary from one Private Suite to another and/or from one stadium to another.

b. UEFA reserves the right to split a group of ticket holders within any hospitality facility or the stadium if it believes, in its sole discretion that a risk of ambush marketing may occur.

c. For orders above 20 packages, please contact hospitality@uefa.ch as we may ask for additional information.

i am working for an agency - can i purchase on behalf of my client?

No. Official Hospitality packages must be directly ordered by the end client as resale is not authorised by our Terms and Conditions. 

Therefore, the order has to be under the name of the client and the Terms and Conditions accepted by them directly.

If you wish to assist your client with the purchase of packages, please contact us at hospitality@uefa.ch. You will need to provide us with the details of your client so we can issue an offer to your client.

is it possible to obtain a discount when purchasing a large number of packages?

No, prices remain the same regardless of the number of packages purchased.

how can i get a discount?

No discounts are offered for the purchase of Official Hospitality packages.

i am a competitor to one of the uefa euro 2020 sponsors, can i purchase official hospitality packages?

Yes, but as with any other client, packages must not be used for any commercial purposes such as for promotion, advertising or used as a prize in a competition or sweepstake.

what is the general rule to purchase uefa euro 2020 official hospitality packages?

Packages are available on a first-come-first-served basis on UEFA.com or by contacting hospitality@uefa.ch.

how can i purchase a package?
You can apply to purchase packages on our sales portal.

Once you have applied for a package, an email will be sent to you confirming that we have received your request.
Your order will then be reviewed by us and if accepted, you will receive the corresponding invoice by email.

Alternatively, you can fill in the form at the bottom of this page or contact us at hospitality@uefa.ch with your request.
until when are there packages available to purchase?

Packages are subject to availability at all times.  If Packages are available, they can be purchased until the day before the match.

why do different venues have different packages?

Due to the configuration of certain stadiums, we cannot offer the same package in all venues.

Payment

what are the different payment methods?

Payment can be made by credit card (MasterCard and Visa are accepted) or bank transfer.

how can i pay by bank transfer?

When ordering the packages on our sales portal, at step “2. Summary” under the “Payment” section, select “Bank transfer” payment method before clicking on the “Finalise your order” button.

Our bank account details will be displayed on the invoice once your order has been accepted by us.

how can i pay by credit card?

Credit card payment (MasterCard or Visa) can be performed on our client Portal.

To do so, open the details of your order, go to the payment section and click on "Pay".

does uefa charge additional fees for credit card payments?

No additional fee shall be charged by UEFA if you select to pay by credit card.

what are the payment terms?

For orders invoiced:

  • Before 30 November 2019: 30 days
  • From 1 December 2019 to 30 April 2020: 10 days
  • From 1 May 2020: 48 hours
     
if my payment is overdue, is uefa allowed to cancel my order?

Yes, UEFA may decide at its sole discretion to cancel your order if the payment is overdue.

UEFA may also however decide, in its sole discretion, to require full payment and refuse any cancellation of your order.

which currency can be used for payment of the packages?

All payments must be made in Euros (€).

what is the status of my order/payments? how can i check my status?

If you wish to see the status of your payment, you can log into the client portal using your username and password.

where are your bank account details available?

Our bank account details are displayed on the invoice summary sent by email to you once your order is confirmed by us.

my bank only accepts payments in local currency (gbp for example). how do i pay?

In such case, our bank will convert the amount in Euros at the exchange rate of the day that the payment is received.

This rate will be different to that of the day on which the payment was made by you which will result in a difference.

If you have no other option, our recommendation is to pay a slightly lower amount than the one stated on the invoice.

Once the payment has been received by us, you will be able to pay the difference online in the client portal by credit-card (MasterCard or Visa).

what vat rates are applicable to my packages?

The matches are taxed at the place where they actually take place.

The VAT rates for each country are:


Azerbaijan: VAT exempt
Denmark: VAT 25%
United-Kingdom: VAT 20%
Germany: VAT 19%
Hungary: VAT 27%
Italy:
    - VAT on ticket face value: 22%
    - 50% of the remaining value: VAT on catering services 10%
    - 50% of the remaining value: VAT on other hospitality services 22%
Netherlands:
    - VAT on ticket face value: 9%
    - 50% of the remaining value: VAT on catering services 9%
    - 50% of the remaining value: VAT on other hospitality services 21%
Ireland:
    - VAT on ticket face value: 0%
    - 50% of the remaining value: VAT on catering services 13.5%
    - 50% of the remaining value: VAT on other hospitality services 23%
Romania: VAT 5%
Russian Federation: VAT exempt
Spain: VAT 21%

Seating

can i choose my seat?

No, seats are assigned by UEFA.

will all my guests be seated together in the stadium?

Yes, except in some exceptional cases for late orders. However, be aware that “together” does not necessarily mean on the same row. Orders can be split across different rows with seats above each other.

Clients placing separate orders should write to hospitality@uefa.ch and specify if they wish to have different orders seated together.

Please note that UEFA cannot guarantee that different orders will be seated together and can only attempt to seat different orders together if the packages have not already been prepared for shipment.

what can i do if one of my guests is in a wheelchair?

Please inform us as soon as possible and no later than 1 month before the match, by emailing us at hospitality@uefa.ch.

For suite packages, wheelchair users will be able to enjoy hospitality in the suite and to see the match from within the box.

For Prestige or 2020 Club packages, wheelchair users will be able to enjoy hospitality in the lounge with your other guests and to see the match from the stadium area which is dedicated to wheelchair users with one of your guests as a companion.

what does informal seating mean?

"Informal seating" means that you and your guests will not have a reserved dedicated table inside the Official Hospitality area for dinner.

This does not apply to the seats inside the stadium for watching the match. A specific seat will be allocated to you.

one of my friends also ordered official hospitality packages, can we be seated together inside the stadium?

UEFA cannot guarantee that different orders will be seated together and can only attempt to seat different orders together if the packages have not already been prepared for shipment.

UEFA will, however, attempt to seat different orders together if:

  • you both ordered the same business seat (Prestige or 2020 Club) product;
  • you communicate such request before your packages are prepared for shipment to hospitality@uefa.ch (please cc your friend, so we know they agree to it).
are the hospitality seats in the tribune protected from the rain?

This depends on the layout of the stadium and the weather conditions.  Only certain seats and stadiums will offer protection from the rain.

what should i do if a guest of mine has limited mobility (but is not in a wheelchair)?

Please inform us as soon as possible, by emailing us at hospitality@uefa.ch.
If we have not already allocated your seats, we will endeavour to allocate you to seats which limit the walking distance and number of stairs required to access them.

Delivery

when will i receive my official hospitality package?

Official Hospitality packages will be distributed to the address stated on the application, generally no later than 2 weeks prior to the match.

UEFA reserves the right to request an on-site collection near the vicinity of the stadium at which the match takes place rather than shipping packages. In such cases, you will be contacted to arrange an on-site collection.

how can i change or update the delivery of my order?

You can update your delivery address until your packages are ready to be shipped to you. Modifications cannot be made after such time.
Packages will be shipped from April 2020 onwards (and prepared approximately 2 weeks before).

will i receive a tracking number to follow my shipment?

Yes, an email with the tracking number will be sent to you from our shipment company.

what are the shipment costs?

The package price includes distribution costs. Therefore, no additional costs will be incurred for shipping.

can i have my packages shipped to my hotel?

Yes, provided this information is communicated to us before your packages are ready to be shipped to you. Modifications cannot be made after the packages are ready for shipment. However, please note packages will be shipped from April 2020 onwards (and prepared approximately 2 weeks before) and shipment cannot be delayed depending on your hotel arrival date.

Please note that UEFA shall not be liable should the hotel lose your packages after delivery.

can i collect my packages from the uefa offices in switzerland?

No, the packages are not stored at UEFA so it is not possible to collect packages from the UEFA offices in Switzerland.

if i am requested to collect my packages on-site, in which city would this on-site collection occur?

You can collect your packages at the Official Hospitality Collection Point of the venue hosting the match(es) of your order(s).

what is the process, if i am requested to collect my packages on-site and the matches i am going to attend are located in different cities?

The standard process is to collect, at a given venue, only the packages concerning the venue in question. If you want to collect all of your packages at once, you should request this when collecting your packages at the Official Hospitality Collection Point.

Parking

if i purchase a package is parking guaranteed?

No, there is a limited number of parking passes available. Therefore, we may not be in a position to provide you with a parking pass.

how do i request a parking pass?

An email will be sent to all clients in March 2020.

Should you order packages after March 2020, an email will be sent to you after your purchase if there is sufficient availability.

is it possible to buy an additional parking pass?

No, the ratio of allocation is fixed, subject to availability, to: 1 parking pass for 4 packages.

if my parking request is declined, can i purchase a parking pass instead?

No, parking passes are complimentary. The only reason we would not provide you with a parking pass is because of availability.

Entry to the stadium

when should i arrive at the stadium?

There is usually a lot of traffic and public transport gets very crowded just before the match. We recommend you arrive well in advance of kick off to enjoy the hospitality facilities, which open 3 hours before the match.

The same applies after the match. Rather than leaving the stadium directly, we advise you enjoy our hospitality facilities that remain open up to 90 minutes after the final whistle.

do official hospitality clients have a dedicated access to the stadium?

We always endeavour to have a dedicated access. However, for logistical reasons, this may not always be possible.

do i need id to enter the stadium?

Yes, all ticket holders must have a valid photographic proof of identity (in the form of an official document, such as a national ID card, passport or driving licence).

are children allowed in the hospitality areas?

Yes, but they must hold their own valid hospitality ticket.

is there a minimum age for children attending a match?

There is no minimum age for children attending a match. However, please note that entry to the stadium will only be permitted on presentation of a valid ticket for each person, regardless of age.

Hospitality area

what is the dress code?

There is no enforced dress code. However, we suggest that smart-casual clothing is worn.

can i wear the jersey of one of the two teams?

Yes. However, please be aware that Official Hospitality areas are "neutral", meaning that you may have other guests wearing the jersey of the opposite team.

what kind of pre and post-match entertainment can i expect as part of a prestige package?

It may include a live DJ Performance, as well as a live band, artist performance and games.

where can i purchase merchandising items?

Guests will have the opportunity to buy merchandise before and after the match at dedicated stands.

will i be able to meet my friends who have purchased standard tickets for the match?

It depends on the venue, the location of the hospitality area and the area in which your friends are seated.
If it is feasible to meet with such friends, it would always be in the common areas (and not in the hospitality areas).

is the food the same before and after the match?

While the pre-match menu will include starters, mains and desserts, the post-match offer will have a variety of savoury and sweet snacks only.

can i access the hospitality area at half-time?

Depend on the lounge and the venue you can access the hospitality area during half-time, but please note it will not be the case everywhere. 

is there a smoking area available to hospitality guests?

UEFA EURO 2020 is a non-smoking event.

Catering

when does the service start?

The hospitality facilities open 3 hours before kick off and the service starts as soon as your guests arrive. There is no need to confirm your schedule to UEFA in advance.

what should i do if my guests cannot eat certain foods for religious, personal or allergy reasons?

All proposed menus will offer a wide variety of dishes and most dietary requirements will be taken into consideration in the design of these menus.

All allergens will be clearly indicated in the composition of each dish.

Cancellation

can i cancel my order once it has been invoiced?

No, in accordance with our Terms and Conditions all orders are final and cannot be rescinded or cancelled by a Client.

can i exchange the package i bought?

No, clients cannot return or exchange packages that have been purchased.

can i resell the package i bought?

No, re-sale of tickets/packages is prohibited.

if i cancel my order after having paid, can i be reimbursed?

No, all orders are final and cannot be rescinded or cancelled by a client.

what happens in terms of reimbursement should the match be postponed or cancelled?

Please refer to the UEFA EURO 2020 Official Hospitality Refund Policy:

Tournament format

how many matches will the national team of one of the host cities play at home if they qualify?

They would play at least 2 group matches at home.

If they qualify directly through the European Qualifiers groups and the team of the paired venue also qualifies directly through the European Qualifiers, then a draw will occur to decide which one of the two teams will play 3 group matches at home.
If they qualify directly through the European Qualifiers groups and the team of the paired venue does not qualify directly through the European Qualifiers, then they would play 3 group matches at home.

In addition to the group stage matches, the following national teams could potentially play a round of 16 or quarter-final match at home:
- Azerbaijan
- Germany
- Hungary
- Italy
- Romania
- Russia
- Scotland
- Spain

In addition to the group stage matches, and if they reach this stage, England would play one semi-final and the final at home.