FAQ

Please refer to the following FAQ before contact.


General Questions

What is the Official Hospitality Programme? Read the answer

The Official Hospitality Programme offers a range of hospitality packages that include tickets to watch Matches from best seats in the stadium as well as superb food and beverage services. Seating locations and hospitality service levels differ per product.

What languages are available? Read the answer

Our website is available in English and Japanese.  However English and Russian are provided onsite.

What is a "series"? Read the answer

A hospitality series is a collection of matches bundled by venue, team or stage of the tournament. You can purchase a particular hospitality series in a corresponding range of products, from MATCH Club to Tsarsky Lounge. See more information on our hospitality products and the service levels they offer here.

Does this price include the cost for service of food and beverages? Read the answer

Yes it does.

Can I make specific request for my meal? Read the answer

No, but we will be happy to connect you to our contracted travel agent.

Does this price include the cost for the hotel? Read the answer

No, but we will be happy to connect you to our contracted travel agent.

Does this price include the cost for the transportation? Read the answer

No, but we will be happy to connect you to our contracted travel agent.

Are babies / children allowed? Read the answer

Yes but there are no discounted rates for children. Each hospitality package is sold at a standard per person rate regardless of the age of customers.

Are pets allowed? Read the answer

Any sort of animals, except for guide dogs are not allowed at the stadium. In such case the Stadium Visitor intending to bring into, and use a guide dog, inside a Stadium will be required to present such official Russian documents or notarized copies thereof which (i) provide proof of his/her disability justifying the need of a guide dog; and (ii) evidence the qualification of the dog as a guide dog, in the parameters established by applicable rules;

Can you provide us with tour programmes? Read the answer

No, but we will be happy to connect you to our contracted travel agent.

Should I apply for travel insurance? Read the answer

Please arrange your own travel insurance.

Would the hospitality packages be sent after the application? Read the answer

It will be delivered to the address stated in the Confirmation of Purchase (or to a different address subsequently agreed in writing by MATCH Hospitality) by a method of MATCH Hospitality’s choice.

When would the hospitality packages be delivered? Read the answer

MATCH Hospitality has not yet finalised its delivery/collection details for the 2018 FIFA World Cup™. Customers will be informed once these arrangements are determined.

Match Day

Is there any specific meeting time or place? Read the answer

Please check the details on the ticket.

What time does hospitality areas open? Read the answer

Hospitality areas’ opening and closing times are usually three (3) hours before kick-off and one (1) hour after the final whistle.

Can I still watch the game if I am late? Read the answer

Yes, you can.

Is re-entry allowed? Read the answer

You cannot re-enter the studium, but you can re-enter the hospitality area.

Is it possible to bring food and drink in? Read the answer

No, except special food for diabetics.

Is there anything that is not allowed to bring in to the stadium? Read the answer

Explosives, weapons, compressed and liquefied gases, flammable substances, materials of an extremist, offensive or discriminatory nature, instruments, glass containers and bottles, bulky items with the sum of sizes in length, width and height exceeding the total limits of 75cm, items with trademarks or other kinds of advertising symbols or information,demonstration of which can be used for commercial purposes, for more information please see:

Are there any services for person with disabilities? Read the answer

Customers who require special assistance due to a disability (including but not limited to wheelchair seating as well as wheelchair access to hospitality facilities and/or the stadium) should notify MATCH Hospitality prior to completing a purchase to ensure that the correct facilities can be made available.

Is there any information of hotel or restaurant near the stadium? Read the answer

We do not provide such information.

Purchasing / Paying method

How and when should the payment be done? Read the answer

For credit card payment: MATCH Hospitality will send you a online payment link For bank wire transfer: MATCH Hospitality will send you an invoice and necessary information for bank wire transfer.

Which kind of credit cards can it be used? Read the answer

VISA or Mastercard

Can a reciept be issued? Read the answer

MATCH Hospitality can provide you upon request

Are there special rates for children? Read the answer

There are no discounted rates for children. Each hospitality package is sold at a standard per person rate regardless of the age of customers.

What is the minimum number of people needed for purchasing? Read the answer

It depends on the product, but it would be from 2 people.

What is the maximum number of people needed for purchasing? Read the answer

The maximum number of packages that can be purchased is 40 package per match. FIFA will need to approve any purchase of over 40 packages per match made by single company or individual.

If I make separate hospitality purchases for a single match, will the stadium seats be assigned next to each other? Read the answer

Match tickets for multiple orders made under separate purchases will not be assigned seats adjacent to each other or in the same block unless requested in writing.

Changes / Cancellation

Is it possible to change the series? Read the answer

No. You are prohibited from conducting any exchange or other transfer (other than the provision to an invited guest) of any hospitality package, match ticket, hospitality access pass, or any other benefit or service provided in connection with a hospitality package.

Is it possible to change the "hospitality package"? Read the answer

No. You are prohibited from conducting any exchange or other transfer (other than the provision to an invited guest) of any hospitality package, match ticket, hospitality access pass, or any other benefit or service provided in connection with a hospitality package.

Is it possible to add or reduce the number of people? Read the answer

If there are availability you can purchase additional programmes but the additional seat may not be adjacent to each other. All sales are final and cannot be cancelled.

Can I cancel my hospitality packages? Read the answer

All sales are final and cannot be cancelled.

Is there any way to check the refund amount when reducing the number of people? Read the answer

All sales are final and cannot be cancelled.

How would the refund be done? Read the answer

All sales are final and cannot be cancelled.

Troubleshooting

Is it possible to re-issue the ticket if it was lost or stolen? What if my ticket is damaged? Read the answer

Any match ticket which has become damaged in any way and is, as a consequence, unreadable, may not be accepted for admission to, or use at, a stadium. It is the sole responsibility of the customer to immediately notify MATCH Hospitality, in writing, if any ticket or parking pass that is delivered or collected is damaged in any way.

FIFA and MATCH Hospitality shall not be responsible or liable in any way to a customer or any third party for any lost, stolen, damaged, destroyed, forgotten or mutilated ticket or other hospitality package component, once delivered or collected by the customer.

MATCH Hospitality reserves the right to determine whether to issue replacement of match tickets in the event of any occurrence of the circumstances outlined in the Hospitality Sales Regulations, and to determine the conditions which may apply to any such replacements. A police report must be provided and submitted to MATCH Hospitality.

How to Contact

For enquiries, please contact us by telephone or via the Contact form below. To submit the form, you must indicate that you agree to our Privacy Policy, including handling of your personal information, before pressing the Confirm button.