FREQUENTLY ASKED QUESTIONS FROM SEASON TICKET HOLDERSS


FREQUENTLY ASKED QUESTIONS FROM NON-SEASON TICKET HOLDERS


FREQUENTLY ASKED QUESTIONS FROM SEASON TICKET HOLDERS


1. When will there be games at the Wanda Metropolitano?
Unfortunately, due to the measures taken by the authorities, for the time being and for the near future, no matches with spectators will be held in any stadium. Therefore, as of now we are unable to know with certainty when we will be able to hold matches with spectators, thus, we cannot confirm the matches that will be included in the 2020/21 season ticket. Currently , we don't know if this situation will only last this summer or if it will also be extended to autumn or even go on as far as December. Therefore, season tickets will not be renewed and will not be charged in the first days of June as it has been done every season.

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2. When will passes for the 2020/21 season be renewed?
Normally, renewals happen during the first five days of June each year, but this time it will be different. As the exact dates of the 2020/21 season are still to be confirmed, as well as the conditions under which some of these matches will take place (with or without spectators), we cannot establish the games that will be included in the 2020/21 season ticket nor the corresponding prices. Therefore, the 2020/21 season passes will not be renewed in June. All members will be contacted via email as soon as the exact information is available.

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3. If the season tickets are not going to be charged in June as usual, then do we, the season ticket holders, have to pay anything for the season 2020/21?
Yes, and this is an important change from previous years. Now you will only pay the membership fee so that you can keep your seniority and enjoy many advantages even during the months when the matches will be held behind closed doors. Moreover, even if you do not pay anything for your season ticket, you will still have your seat in the stadium at least until the season ticket renewal campaign starts, provided that you have paid your membership fee.

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4. Does paying the membership fee now mean that I pay more money for being a season ticket holder?
No, not at all. In total you will not pay more for season 2020/21 than you paid for 2019/20 season (unless you decide to upgrade to a higher category product or a higher priced seat). The only difference is that now you divide what you already paid as a season ticket holder into two separate instalments. In June 2020, you will pay only the membership fee to keep your seniority and all the privileges that seniority gives you, as well as to enjoy all the benefits of being an Atleti club member. Later on, when we know which matches of the 2020/21 season will be played with spectators in the stands, you will pay the remaining part corresponding to the season ticket you have chosen (once we have previously discounted the money accumulated in your favour for the release of the 2019/20 match tickets, with the established limits, and 20% of the amount of your 2019/20 season pass for the matches that could not be played with spectators in that season).

Practical example:

In the 2019/20 season I purchased an adult season ticket for 500 euros and had accumulated 150 euros of discount for the transfer of tickets. In the month of June, I pay the membership fee of 58 euros for the 2020/21 season. How much would I have to pay for the same season pass in the 2020/21 season at the time the instalment is due? In this case, 500 EUR - 150 EUR (discount of the ticket transfer) - 58 EUR (already paid from the membership fee) - 100 EUR (20% of the 500 EUR price of the season ticket for the 2019/20 season matches played behind close doors) = 192 EUR. This is the amount I will have to pay when the season pass renewal is available (date to be confirmed). This would be in the case that all matches of the season 2020/21 are played with spectators. If next season some of the matches will take place without spectators, then the amount to be paid by the season ticket holder would be lowered accordingly because the base price of the season ticket would be inferior.


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5. Why is the membership fee now paid separately from the season ticket subscription?
Since we still cannot know which matches will be played at the Wanda Metropolitano and, therefore, which matches will be included in the season ticket, and since this situation is likely to continue for some months, it's expected that during all this time you will still be a club member, you will keep your affiliation to Atlético de Madrid and you will still be able to enjoy many other advantages and benefits that are not linked to attending the matches in the stadium.

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6. Why do season ticket holders need to pay the membership fee now?
Non-season ticket holders will renew their membership in June. Since all the advantages and benefits for all members, including the season ticket holders, are now unified, it's reasonable that all club members renew their membership at the same time so that they all have the opportunity to enjoy the advantages and benefits during the same period. This way, season ticket holders will also be able to enjoy their benefits from the moment of renewal until 31 May 2021. For this reason, the membership fee is separated from the season subscription, and right now season ticket holders will only need to pay the membership fee.
Likewise, with this small contribution from each member, the club will be able to retain an income, even if it is inferior to the budgetary projections, but will undoubtedly contribute to the support of the sports and social structure of Atlético de Madrid.

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7. What would happen if the membership was not renewed?
Since you cannot renew your season ticket now due to the uncertainty around next season, it's important that your membership is renewed, and thus your affiliation with the club maintained, otherwise you could lose the years of seniority you have accumulated and the privileges that such seniority grants you. In addition, during the months when there are no home games, you would not be able to enjoy any of the advantages you have as an Atleti member (for example, the discounts in the Club's shops or the discount on your visit to the Stadium Tour or future museum, etc.).

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8. Is this system completely new?
This system has already been implemented for several years for non-Season ticket holders. Every year in May, they renew their link with our Club, maintaining their seniority as members and enjoying many advantages, without the obligation of having a season pass. In many cases these are Atlético supporters who live outside of Madrid or people who cannot regularly attend matches at the Wanda Metropolitano. In the 2019/20 season we already had 72,534 members choosing this option.

In the case of season ticket holders, the price you paid for your subscription already included the membership fee and, therefore, you had other additional advantages besides being able to attend the matches. Thus, both the membership and the subscription to watch the matches at the Wanda Metropolitano were renewed at the same time and in one go.

Now, this amount is separated in two different instalments: on the one hand, the membership fee for being affiliated to Atlético de Madrid with the corresponding advantages; and, on the other hand, the amount corresponding to the type of your preferred season pass (LaLiga pass, full pass, mid-season pass ticket, parking pass, etc. ).

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9. When will the membership fee be charged for the 2020/21 season?
The membership fee will be paid before June 15, 2020. As a rule, it will be charged between 12 and 15 June 2020 to the same bank account where you had your subscription paid last season, so you don't have to do anything. Usually, in the last few seasons, the subscription was always renewed in the first five days of June. On this occasion, it has been delayed until the middle of June and for the time being, you will only pay the instalment corresponding to the membership fee.

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10. Do I have to do anything to renew my Atleti membership?
No, you don't have to do anything. The amount corresponding to the membership fee for the 2020/21 season, depending on your membership category (child, youth or adult), will be automatically debited from your bank account between 12 and 15 June 2020.

If you have not provided your bank account or want to change the account where you have the direct debit, you must access the virtual office before Monday 8 June 2020, under the tab "Personal Information".

If you wish, you can also pay your membership fee by credit/debit card before Monday 15 June at the virtual office on the "Pending Payments" tab.

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11. Why is this new system better for season ticket holders?
With this new procedure, season ticket holders will be able to enjoy the same benefits package that non-season ticket holders have been enjoying for 12 months of the year, without having to wait for the end of the sports season or for the ranking and qualifications to be confirmed for the following season. Moreover, if for any reason you are unable to renew your subscription, you can keep your seniority and continue to enjoy all the advantages of being a member by only renewing your membership fee each season.

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12. Will this system, in which the membership fee is separated from the amount of the subscription, only be valid for the new season 2020/21?
No. This system will also be valid for the following seasons, as it has many advantages for members and is more equitable and transparent. All members, whatever their type (season ticket holders or not), will have the same package of common advantages from the moment they renew or from the day they register for the first time. And they will be able to enjoy all of these advantages, at any time of the year, even in the summer months when there are usually no football matches or in special situations such as those we are now experiencing with a long period without matches in the stadium.

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13. What are the new benefits for season ticket holders?
The main novelty is that you will receive a Gift Voucher with an amount of money that you can spend in the official Club stores or on tickets for matches at the Wanda Metropolitano. You will decide when and where to spend it. We are working to ensure that in the future this voucher can also be used on other products such as experiences or drinks in the stadium's bars.

There will also be new developments in the procedure for booking tickets for away matches, to improve the current system and provide all members with the same opportunities, as well as allowing you to take part or travel together with your family and friends (provided they are also members). However, membership seniority will give certain priority depending on the case.

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14. Why do I want to use the Gift Voucher for match tickets if I am a season ticket holder and already have my seat at Wanda Metropolitano?
You may have a family member who is not a season ticket holder (e.g. a child) who wants to go to a match with you. Until now, he could redeem an invitation as a non-season ticket holder but only in the area specifically assigned for the invitations of non-season ticket holders. From now on, he will have the possibility to use hi Gift Voucher, or you can use yours if you want, to buy a ticket in any area of the stadium, including in the same sector where your seat is located (if available), and thus watch the match together.

You can also use your Gift Voucher if maybe, on some occasions, you want to take a family member or a friend who is not a club member to a match and you need to buy an additional ticket near your seat. This is a good opportunity to share your passion for Atleti, especially with the youngest ones.

If the price of the ticket is higher than the value of the Gift Voucher you will only need to pay the difference.

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15. In which games can I use the Gift Voucher?
In any of the matches of any competition that Atlético de Madrid plays at the Wanda Metropolitano during the season (except finals). You will be able to use it in all the league matches (including against Barcelona and Real Madrid), in the group stage and subsequent qualifying rounds of European competitions, and in the Copa del Rey.

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16. Can I use both the Gift Voucher and the member discount when I purchase match tickets?
Yes, both benefits can be accumulated. In almost every match, members (both season and non-season ticket holders) have the possibility to buy tickets with discounts. Thus, in the 2019/20 season there were discounts ranging from the usual 20% in many games and up to 50% on certain occasions. When you purchase a ticket, you can apply the member discount and also use the Gift Voucher for that same ticket.

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17. What other things can I spend the Gift Voucher on?
You can use it to buy products in any of the club's stores. In addition, the use of the Gift Voucher is compatible with and can be added to the permanent 10% discount that members have in the stores throughout the season.

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18. When can I use the Gift Voucher?
You can use your voucher from 1 August 2020 until 31 May 2021. Once you have paid your annual membership fee, you can access the virtual office to redeem your voucher (from 1 August 2020).

The Gift Voucher is for single use only and cannot be divided into several operations or be redeemed in cash.

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19. Do all season holders have the same advantages?
Yes, with this new system, all members have a common package of advantages and benefits according to their category (child, youth or adult) that they can enjoy during the 12 months of the year. In some cases, and although all members have the same rights, the length of time you have been a club member will give you some priority to access certain benefits before other members (for example, buying tickets for finals or booking tickets for away matches).

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20. What are the advantages of being a member of Atlético de Madrid?
Above all, it means being part of your club, belonging to the great Atlético family and, over the years, gaining a seniority as a member that gives certain priorities over newer members. In addition, you will be able to enjoy numerous advantages and benefits such as a Gift Voucher with a cash balance for you to spend at our stores or on tickets, an exclusive 48-hour period to buy tickets for all matches played at the Wanda Metropolitano, discounts on ticket purchases, the possibility of booking tickets for away matches, a 10% discount in the club's official stores, a 50% discount for the Wanda Metropolitano Tour and the museum (opening scheduled for August 2020), etc.

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21. Will I keep the same seat in the stadium as in the 2019/2020 season?
Yes, even if for now you're not paying for your your season ticket renewal, we will keep your seat at the Wanda Metropolitano for the 2020/21 season, so please make sure you renew your membership fee on the scheduled dates (until 15 June 2020).

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22. If I don't want to renew my season ticket for the next season, will I lose my seniority as an Atleti member?
Not necessarily. If you have paid your membership fee you will keep your seniority and the benefits associated with it. However, if you decide not to renew your season ticket, you will lose the seat you had at the Wanda Metropolitano, which is automatically available for sale to anyone else.

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23. What about the games of the 2019/20 season to be played behind closed doors?
The Club will offer a discount on the 2020/21 season ticket for the amount equivalent to 20% of the price of the type of ticket you purchased in 2019/20 season (LaLiga pass or full pass).

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24. When will the 20% discount on the season pass corresponding to the 2019/20 matches to be played without spectators be applied?
The discount will be applied when the renewal of the season tickets for the next season is debited from your bank. This date is not yet fixed and will be confirmed when the 2020/21 season start date and conditions are announced.

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25. What kind of season tickets will be available for the 2020/21 season?
Due to the special circumstances we are living, there is still uncertainty around the exact dates in which the 2929/21 season will start, as well as the underlying conditions. We're still unable to provide any additional information regarding season pass categories, matches that will be included, nor any price related topics. All members will be contacted via email as soon as the exact information is available.

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26. What are the prices of the 2020/21 season tickets?
The prices for next season's passes have not yet been set, as there is much uncertainty around the matches and the possibility that they will be played with/without spectators and whether the relevant authorities will set any restrictions. However, the Club has committed to freeze the price and not to apply any increase to the price of the season tickets for all those season tickets to which a 20% discount will be applied corresponding to the matches of season 2019/20 that will finally be played behind closed doors.

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27. What will happen with the accumulated discounts for the release of my season pass during the 2019/20 season?
There is no change to what is already done on a regular basis each season. If you have released your tickets at any time during the 2019/20 season and your seat was sold, the amount you have accumulated in your favour, with the limits established in the conditions of this service, will be discounted from the price of the 2020/21 season ticket at the time the season pass will be renewed.

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28. If I don't want to renew my season ticket for the next season but I want to continue as a non-season ticket holder, will the discount be applied to my membership fee?
As a rule, the discount is only applied to reduce the price of the 2020/21 season ticket. However, send us an email to [email protected] and we will study your specific case.

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29. If I don't want to renew my season pass for next season, how will the club compensate me for the matches of season 2019/20 that are played behind closed doors?
We are aware that we are currently going through difficult times with great uncertainties for all of us. Our recommendation is that, before making a final decision, you should study the club's proposal regarding the 2020/21 season tickets and all the advantages you will be able to benefit from. Bear in mind that, if you get a 20% discount on the 2020/21 season ticket, and if you also have accumulated some discount because of the transfers of your last season ticket, you will be able to purchase a new season pass at a significantly reduced price. For much less money than you usually pay, you could still enjoy next season´s pass, maintain your seat and keep your seniority as a member. If you still don't want to renew your subscription, you should let us know using the virtual office in the "Personal Information" tab.

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30. I want to renounce any kind of compensation for matches played behind closed doors. What do I have to do?
We are very grateful for your gesture of waiving any compensation or discount. With your decision, you help Atlético de Madrid in a difficult time of great economic and sporting uncertainty for the club. In order for us to register your decision, it is necessary that you send us an email to [email protected] with your personal details (name, surname, ID card, date of birth and membership number) and your express waiver of any compensation. Thank you.

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31. What would happen if the 2020/21 season was finally played entirely behind closed doors?
This is a very unlikely scenario and therefore not considered at this time. We all hope and trust that soon football will return as usual and we will enjoy our passion for our Atleti together from the stands. However, if that were to happen, the club would consider other alternatives to compensate its season ticket holders for the matches not enjoyed during the 2019/20 season. However, and thanks to the fact that by June 2020, at least the membership fees will have been renewed, you will be able to keep your seniority as a member, not lose your membership number and enjoy all the advantages even if there are no matches in the stadium.

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32. Is there any compensation for season parking tickets for the 2019/20 season games played behind closed doors?
Yes, there is. In compensation for the matches of the 2019/20 season that were finally played behind closed doors, the club will apply a 20% discount on the price of the parking pass for the new 2020/21 season from the price of the parking pass for the 2019/20 season. In addition, the club agrees not to apply any increase in the price of the parking pass for the next season for those season ticket holders to whom this discount applies.

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33. Can the discount on the football season parking pass be applied to the football season pass?
No, this is not possible. The discount on the season parking pass for the 2019/20 closed-door matches will only be applied to the renewal of the season parking pass for the 2020/21 season. The discount cannot be applied to the football pass as these are different products.

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34. I want to change the location of my season ticket in Wanda Metropolitano. What do I have to do?
You must request it through the virtual office in the tab "Change of seat". At the moment we will only register your request, but please note that until we know when the 2020/21 season will start and the seats that have become available, we cannot process your request.

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35. I want a family member or a friend, who until now was not a season ticket holder, to have a season ticket next to mine. What do I have to do?
The person who wants to buy a new season ticket must sign up on the waiting list through the club's website or by clicking here. Please note that if the applicant is already a member, he or she will have priority over non-members in choosing a seat in the stadium. At the moment we will only register your request, but please note that until we know when the 2020/21 season will start and what seats have become available, we cannot process your request.
 

FREQUENTLY ASKED QUESTIONS FROM NON-SEASON TICKET HOLDERS

36. When do I have to pay my annual fee?
In recent seasons, the membership fee was paid during the first five days of May. However, given the special circumstances we have experienced in recent weeks, the renewal period has been delayed to the month of June.

If you have paid by direct debit, the fee will be charged to your bank account between 12 and 15 June 2020.

If you do not have a direct debit from your bank account, you can provide us with your bank account by accessing the virtual office or you can make the payment from 18 May to 15 June online the same virtual office option..

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37. Has the price of the membership fee increased?
No, it has not increased. The Club has decided to freeze the fees for the new 2020/21 seasonn, so you will pay the same as last season.

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38. What's new about season 2020/21?
The main novelty is that you will receive a Gift Voucher with an amount of money (for example, 25 euros in the case of adult members) that you can spend in the official club stores or to purchase tickets for matches in Wanda Metropolitano. You decide what to spend it on. We are working to ensure that in the future this bonus can also be spent on other products such as experiences or drinks in the stadium bars.

This Gift Voucher replaces the annual invitation for a match that could be requested by the non-season ticket holders up until now, so that each member can decide how, when and on what they want to spend it.

There will also be new developments in the procedure for booking tickets for away matches, to improve the current system and provide all members with the same opportunities, as well as allowing you to take part or travel together with your family and friends (provided they are also members). However, membership seniority will give certain priority depending on the case.

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39. Why is the annual invitation for a match being replaced by a Gift Voucher ?
The annual invitation is modified and replaced by a Gift Voucher because it is more beneficial to the member and solves some of the issues that some members have experienced in the past. From now on, you will decide on what and when to enjoy this benefit awarded to you by the Club.

Many members have shared with us that they were not able to use the annual invitation because they could not travel to the stadium, since they lived far away from Madrid and even abroad. All of them can now choose, if they wish, to buy any product in the online shop and receive it at home.

Others asked us to have more matches to choose from. With this new system, members will be able to buy a ticket using their Gift Voucher for any match that Atletico de Madrid plays at the Wanda Metropolitano, even in the most popular matches such as against Barcelona or against Real Madrid, and also in any European competition or Copa del Rey qualifying round.

Some members requested to be able to choose the area of the stadium in which to enjoy the annual match, as it was normally limited to the upper west stand because that is the only area of the stadium with more than 1,000 free seats not occupied by season tickets. With the new system, the member will be able to choose a seat in any area of the stadium, and apply the credit from the Gift Voucher to reduce the amount of the corresponding ticket in that area. Moreover, this way the member will have much more offer to choose from, since he will be able to select a seat among all the seats that are free at that particular moment in the stadium (those that are not occupied by season ticket holders and those that, even though they belong to a season ticket holder, have been released because that season ticket holder will not attend that match).

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40. What other advantages does the Gift Voucher have if I use it to attend a game at the Wanda Metropolitano?
If you have a friend or a family member who is already a season ticket holder, you can use the Gift Voucher to book a ticket in the same area where his or her seat is located, or at least as close as possible, depending on availability at the time. That way it is possible for you to watch the match together. This possibility is feasible because now you can occupy one of the seats that the season ticket holders release when they are unable to attend a game, thus you will access areas that until now were exclusive only to season ticket holders.

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41. Then… I won't be able to watch a game for free at the Wanda Metropolitano?
Yes, you will still have the opportunity to watch a match for free, because during the season there are always quite a few matches where there is at least one category in this price range: 25 euros or even less for members. For example, last season there were up to 15 matches in which this was the case: in one match there were tickets at 10 euros, in three matches there were tickets at 15 euros, in seven other matches there were tickets at 20 euros and in four matches there were tickets at 25 euros. In other words, more than 80% of the matches had tickets at the price of 25 euros or less.

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The only difference is that now you are the one who decides. You can use the credit on your gift voucher in exchange for a ticket priced not higher than 25 euros and, therefore, it will be totally free for you. Or, if you wish, you can buy a ticket for a higher amount, for example 30 euros, and use the 25 euros included in your gift voucher, so the ticket will only cost you 5 euros (the difference between the price of the ticket and the money you have in your Gift Voucher), and also you will have been able to choose in more areas of the stadium or in more matches.

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42. Is there a risk that the cheapest tickets will be sold out before members can buy them?
No, as members always have a period of 48 hours in which only they can buy tickets, before the sale opens to the general public. This is one of the new advantages for members for this season and applies to all matches in all competitions.

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43. For what matches can I use Gift Voucher?
You can use it for all matches of any competition that Atlético de Madrid plays at the Wanda Metropolitano during the season (except finals). You will be able to use it in all league matches (including against Barcelona and Real Madrid), in the group phase and subsequent qualifying rounds of European competitions, and in the Copa del Rey.

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44. When using the Gift Voucher to buy tickets, can it be added to the member discount??
Yes, both benefits can be accumulated. In almost every match, members have the possibility to buy tickets with discounts. Thus, in the 2019/20 season there were discounts ranging from the usual 20% in many games and up to 50% in certain occasions. When you purchase a ticket, you can apply the member discount and also use the Gift Voucher for that same ticket.

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45. If I can't go to the Wanda Metropolitano games, what can I spend the Gift Voucher on?
You can use it to buy products in any of the club's stores. Moreover, the use of the Gift Voucher is compatible and can be added to the permanent 10% discount that the members have in the shops during the whole season.

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46. When can I use the Gift Voucher?
You can use your voucher from 1 August 2020 until 31 May 2021. Once you have paid your annual membership fee, you can access the virtual office to redeem your voucher (from 1 August 2020).

The Gift Voucher is for single use only and cannot be divided into several operations or be redeemed in cash.

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47. Do all members have the same advantages?
Yes, all members of the same category have a common package of advantages and benefits that they can enjoy during the 12 months of the year. In some cases, although all members have the same rights, the length of time you have been a member of the club will give you priority over other members for certain benefits (e.g. buying tickets for finals or booking tickets for away matches).

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48. What are the advantages of being a member of Atlético de Madrid?
Above all, it means being part of your club, belonging to the great Atlético family and, over the years, gaining a seniority as a member that gives certain priorities over newer members. In addition, you will be able to enjoy numerous advantages and benefits such as a gift voucher with a cash balance for you to spend in shops or on tickets, an exclusive 48-hour period to buy tickets for all matches played at the Wanda Metropolitano, discounts on ticket purchases, the possibility of booking tickets for away matches, a 10% discount in the club's official stores, a 50% discount to tour the stadium and the museum (opening scheduled for August 2020), etc.

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49. I want to continue as an Atleti member but I can't pay my membership fee now.
The Club is aware that we are currently living in a time when many people are experiencing financial difficulties. Each case, each family, each person is different. That is why we have created a direct line to listen to each member who is in such a situation and to look for solutions together for each individual case. The objective is that nobody stops being an Atleti member for economic reasons. Write to us at [email protected] and we will study your case with discretion and with the appropriate sensitivity.

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50. I do not want to renew my membership card for the season 2020/21.
Keep in mind that if you do not renew your membership, you will lose your membership number and all the years of seniority you have accumulated, as well as the benefits and priorities it gives you. If you still want to cancel your membership, you must indicate it through the virtual office in the tab "Personal information".

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