Since the beginning of the 2018/19 season, we have incidents offices at the Wanda Metropolitano, which era located in front of gates 16 and 17.
The incidents offices will be open only on match days from 90 minutes before kick-off until the end of the first half.
What problems can I solve at the incidents offices?
· If you've had problems with your ticket or your membership card while accessing the stadium.
· If you've lost or forgotten your membership card you may request a ticket to attend the game.
Who can benefit from these offices?
The club will service all club members, both regular and VIP Neptuno - Atlético de Madrid Premium, who have a problem with their pass, as long as they're the owners.
In the case of fans who have purchased a ticket, the club will service the buyer.
The club will only service incidents involving tickets purchased through the official sales channels:
· Stadium ticket offices
Incidents regarding the loss of tickets will not be serviced.
What documents do I have to present in order to solve my problem?
The owner of the membership card or ticket must show their ID card in order for their problem to be solved.
Where do I have to go if I need anything else on a match day?
Club member management: Regularise payments, register a membership card if you aren't a season ticket holder, modify contact details, match information... You may do all these things at the Oficina de Atención al Atlético, which will be open on match days from 10 a.m. Until the end of the game. It's located next to the ticket office and the LaCaixa office, in the walk that joins the nearest metro station and our store.
Ticket sales: You may purchase tickets through our website or at the ticket office by the Oficina de Atención al Atlético, which is open from 10 a.m. until the end of the first half.
Left-luggage office: This is the place where you can leave all the objects that aren't allowed inside the stadium, such as suitcases, helmets, prams, reflex cameras, laptops, umbrellas with metal or wooden tips, selfie sticks, special glasses, feeding bottles or any other object over 500 grams/mililiters. The left-lugagge office is located by gate 46, opens 90 minutes before the game and closes 75 minutes after the end of the match.
For any further questions, please contact firstname.lastname@example.org or +34 902 26 04 03.