Kilmarnock Football Club Customer Charter
Kilmarnock Football Club recognises the special relationship between the club and its supporters.
The club will endeavour to ensure that our practices and policies are communicated to the supporters timeously and effectively with a view to retaining and strengthening the relationship between the club and supporters.
The club commits to provide a quality service with customer satisfaction being a priority and is further committed to eliminate discrimination by reason of gender, sexual orientation, race, ethnic origin, nationality, colour, religion, disability or age.
This charter complements other specific policies relating to equal opportunities, anti discrimination and anti racism
The club will conduct an annual review of the charter and will make changes as necessary in line with guidance and recommendations from the relevant governing bodies and matters realised after consultations with club supporters.
Kilmarnock Football Club are offering access to matches for season ticket holders and non-season ticket holders. For all ticket matches, non-season ticket holders will be able to purchase tickets.
A range of season ticket and individual match prices including concession prices are available for senior citizens and school children.
On occasions there will be ticketing promotions for season ticket holders and other spectators, which may include reduced admission prices and other offers.
There is support for disabled customers and their carers with the co-operation and assistance of the Kilmarnock Football Club Disabled Supporters Association. There are dedicated accessible areas available in home and away stands for disabled supporters and their carers.
Tickets for cup competitions will be individually match priced according to the status and agreement of the opposition with season ticket holders being able to purchase their own seat prior to general sale.
Payment facilities giving supporters the opportunity to spread the payment of their season ticket are available. The club conforms with the rules and regulations of football governing bodies regarding the allocation of tickets to visiting clubs.
In the event of a postponed fixture, tickets may be valid for the rearranged date. If unable to attend a rearranged date, supporters may be entitled to a refund.
Marketing is a primary focus of the club. The club endeavours to ensure that all merchandise sold is of good quality and good value for money.
Early details of new replica strips including launch dates will be provided to supporters as soon as it is known. Refunds and exchanges of merchandise will be offered to legal obligations.
The club will not knowingly obtain goods or merchandise from any supplier or manufacturer who does not comply with labour, safety and other statutory requirements of the countries of manufacture with regard to age of employees, health and safety at work conditions, hours of work and minimum wages.
Only suppliers who do not use forced labour and who respect human rights and freedom without discrimination on grounds of sex, race, language or religion will be used.
Supporter Information and Contact
The club has an appointed Supporter Liaison Officer who communicates and meets with supporters and the supporter bodies representatives on a regular and ongoing basis.
Appointed media staff make use extensively of social media and have increased club social media followers and therefore increased awareness of club matters. Information is conveyed to supporters via the club website, match programme, social media, local radio as well as national and local newspapers.
The club continues to develop means of contact to consult stakeholders, shareholders, sponsors, local authorities and any other interested parties.
Special Needs Supporters
The club fully supports the Kilmarnock Football Club Disabled Supporters Association who have a great deal of autonomy in liaising with other disabled associations of other clubs and contact with the general public and disabled supporters regarding special needs.
Both the club and the disabled supporters association are in regular match-to-match contact regarding attendance of disabled supporters at each match. The disabled supporters association is a valued section of club supporters who communicate with the club as regards stadium requirements or changes in the law for their members and disabled members of other clubs. They are the first point of contact for disabled issues regarding the club.
The club continues to provide match information on social media, match programmes, the club website, local radio and newspapers. Updates to ticketing, club news and match information are provided regularly.
The club has an ongoing upgrading programme for the maintenance which in the current year has seen upgrades to the sound system in the Frank Beattie Stand. Further upgrading of facilities is ongoing and will continue. The club will endeavour to maintain better housekeeping within the stadium.
The club is committed to ensuring the highest standards of on catering are provided for. Catering is in house.
A wide range of hospitality products is offered to meet both individual and corporate requirements with a high level of service quality provided.
The club recognises it has an important role to play in the local community and will promote football-based activities, other educational activities and community initiatives.
Through the Kilmarnock Community Sports Trust (KCST), the club will endeavour to ensure that young children benefit from the positive influences of football. The club will support and work with outside agencies and disadvantaged groups.
The club supports community events and will encourage players and staff where possible to participate in public appearances and activities organised by the club. Our community work is integral to helping to develop future supporters.
The club will endeavour to provide a high level of service to our customers and we continually monitor the service we provide.
We have achieved Elite Standard for the Scottish FA's Project Brave initiative.
We aim to treat customers in a professional and courteous manner at all times. The club responds to contact from supporters as soon as possible unless other circumstances dictate otherwise.
We aim to achieve performances to the expectations of our supporters.