We identify the importance of good customer service and will ensure that it has the staff and the processes in place to provide this to all of the club’s members and supporters.
Members and supporters may contact us between 9:30am and 4:30pm, Monday to Friday to register any questions of concerns. We will endeavour to respond to any query within 72 hours of the working week.
Queries raised by telephone should be through the Membership Services Team on (02) 8602 6424. Letters and emails will usually be answered within five working days of receipt.
How Will The Wanderers Communicate With Me During The Season?
Our primary method of communication to members is via email through The Weekly Wanderer newsletter. This includes up-to-date news, event, ticketing, match day and Finals Series information.
At times we will also attempt to contact you via phone or post. Please ensure your contact details are kept up to date at all times by login into your MyWanderers Account with your email address and password.
Member & Supporter Conduct
We want all our members and supporters to be part of the passion at Bankwest Stadium in a safe, secure and enjoyable environment. We are therefore committed to preventing members and supporters from behaving in a manner likely to jeopardise the safety or enjoyment of others. The Western Sydney Wanderers member and supporter conduct is guided by the FFA’s Code of Conduct and the Spectator Code of Behaviour.
Members and supporters are ambassadors for the club and the game of football and as such should conduct themselves in a way that reflects our values. We will not tolerate any harassment or other discriminatory behaviours, whether physical or verbal, towards members, supporters, club employees or anyone else working or attending a match at Bankwest Stadium. We may restrict match attendance at Bankwest Stadium on any member or supporter who behaves in a manner which jeopardises the safety or enjoyment of other patrons or themselves.
Any use of the our web or social media sites which is abusive, obscene, defamatory, harassing or which contains any nudity, pornography or any other unwelcome content or which is otherwise in breach of the relevant terms and conditions of the site in question may allow the Wanderers (should it deem such action appropriate in the circumstances) to restrict the offending supporter from access to matches and/or other club events held at Bankwest Stadium for such period as we see fit.
Refund & Exchange Policy
Membership applications will be processed as received and cannot be withdrawn once processed. The contents of the membership brochure and accompanying forms were correct at the time of printing and we, under no circumstances, take responsibility for any omissions, errors or changes that may occur.
In the event of an exceptional circumstance requests for refund should be made in writing in the form of statutory declaration to Membership Service Team and will be assessed by Wanderers Management. Granting of refunds either in full or partially is wholly at the discretion of the club. Cancellation fees may apply. It is recommended all supporters interested in membership should read through the Membership Terms & Conditions, as well as the FAQs before they apply for a membership with the Wanderers.
Whilst every reasonable effort will be made to accommodate seating preferences, if your preference is unavailable or if you do not request a seating preference you will be allocated the best available seat at the time of processing. Where an upgrade is unavailable, a member will retain the membership package purchased. As such, memberships will not be refunded on the basis of specific seat allocation or dissatisfaction with the provision of individual elements of the entitlements.
Please note that benefits and inclusions are subject to change without notice.
Sponsorship & Commercial Opportunities
We provide a unique partnership experience attracting many top businesses. We offer a unique variety of sponsorship, promotional and advertising opportunities for specific company objectives. For further detail of the benefits and opportunities available, please contact the Corporate Team on (02) 8602 6413.
Updating Your Details
You can update your contact and credit card details by logging into your MyWanderers Account.
To login, you will need your email address or membership number and the password attached to your account. If you have forgotten your password please select the ‘Forgot your password‘ link and you will be provided with a new password
Family & Concession Details
Do The Wanderers Recognise Companion Cards?
We recognise the Companion Card NSW. Companion Card NSW holders are eligible for complimentary entry to Wanderers home games, however are ineligible for member benefits unless paying as a member.
How Do I Qualify As A Concession Member?
To be eligible for a concession membership the applicant must have a current form of identification that proves they meet the requirements below.
The following forms of identification are accepted:
- Pensioner – Aged, TPI (valid ID cards including seniors cards)
- Student – Fulltime tertiary and secondary school students (valid ID required)
- Junior – Under the age of 16 as of the 1 July 2015.
A valid copy of your concession card must be sent through to email@example.com to be eligible for Concession Membership.
How Do I Qualify As A Junior Member?
To be eligible for junior membership you must be under 16 years as at 17 June 2019. A member’s date of birth must be provided when purchasing junior membership. Children under 4 as at 17 June 2019 are admitted free of charge when not occupying a seat.
What Does A Family Consist Of?
Ticketed family packages consist of one adult and three juniors or two adults and a maximum of four juniors. Non-ticketed family packages consist of one adult and three children or two adults and two juniors. To qualify for junior status your child must be under the age of 16 years as of 17 June 2019.
How Do I Access A Match If I Have Misplaced Or Not Yet Received My Membership Card?
Members who hold a full season membership can download their ticket as a pdf to print at home or a barcode to display on their mobile through their MyWanderers Account. The Print-At-Home Ticket function is only available to members through their MyWanderers Account up until 12pm on the Thursday prior to all matches. If you need a ticket printed after this time you will need to visit the Membership Services window on match day.
Members who hold a Flexi Membership will need to visit the Membership Services windows on match day to have a ticket printed to access the match.
The Wanderers Membership Services window at Bankwest Stadium can be found at Gate B.
How Was The Decision Made For The Bankwest Stadium Seating Map?
The new layout at Bankwest Stadium is based off the best traditional Football venues across Europe and around the World. Wanderers Members will be closest to all the football action with the steepest stands and the largest fixed roof in Australia, giving coverage for everyone in the venue and providing the best atmosphere in Australian sport!
Why Is The Bankwest Stadium Layout Different To Pirtek Stadium?
Bankwest Stadium will be a world class state-of-the-art stadium and has been modelled on the most iconic and traditional football venues around the world. With a 360-degree continuous bowl, full venue coverage, the steepest grandstands in Australia bringing fans closest to the action and providing world class spectator views, there will not be a bad seat in the house.
Bankwest Stadium has been designed to a capacity of 30,000. The Western stand has a capacity of 3,000 seats and will house all corporate, stadium, team and media facilities. The Northern, Southern and Eastern stands have a capacity of 27,000 seats and will be allocated to members according to their membership category. Therefore, it is not possible to replicate your previous seat from Pirtek Stadium in an equivalent or similar position based on the design provided by the NSW Government.
Can I Track The Status Of My Membership Kit?
You can track the status of your Membership Kit from the warehouse to your door step. We will update the Membership Kit Tracker link once it becomes available.
Does My Membership Include Wanderers FFA Cup Matches?
Your membership does not include FFA Cup matches as these matches are sanctioned under a different competition. As a Wanderers member you will receive a 10% discount on tickets and receive priority access to purchase tickets to all FFA Cup matches the Wanderers are participating in.
Does My Membership Include Wanderers Finals Matches?
Membership does not include finals matches, these matches are controlled by Football Federation Australia (FFA). All members will receive priority access to all Finals Series matches in the event that the Wanderers qualifies. Finals Series ticket sales are managed by the FFA. Notifications will be sent via email and placed on our website at the conclusion of the regular season, should we qualify for the Hyundai A-League Finals Series.
What Is In My Membership Kit?
Your 2019/20 Membership Kit includes a personalised membership card, clear drawstring bag, cap, lanyard, fixture card, bumper sticker. You can view the full list of pack inclusions here.
When Will I Receive My Membership Kit?
Renew your membership or sign up before Friday 31 August 2019, your membership will be delivered by the end of September.
If you sign up after this date you can expect your Membership pack to be delivered within 15-18 working days of signing up.
Can I Purchase On A Payment Plan?
Members paying with MasterCard, Visa or American Express can spread the cost of their membership out across nine instalments using Monthly WanderPay.
Members who opt to pay using Monthly WanderPay will have nine direct monthly payments deducted from their nominated Visa, MasterCard or American Express, with the first payment deducted upon receipt of their membership application and then monthly on the nominated day of the month.
The payment period is from 17 June 2019 through to 17 February 2020. The first payment will cover 20% of the membership cost. Members who purchase after the first scheduled payment will have their first membership payment equal to the sum of required payments to bring them in-line with WanderPay schedule.
How Can I Cancel Or Opt Out Of Automatic Renewal Plan?
You can only opt out of auto-renewal in writing by sending an email to Membership Services on firstname.lastname@example.org no later than Thursday 13 June 2019.
How Do I Know If I Am On The Automatic Renewal Plan?
If you paid for your 2018/19 membership with a valid Visa, Mastercard or American Express on the Upfront or Monthly WanderPay payment plan then your membership is set to automatically renew on Monday 17 June 2019.
How Do I Update The Credit Card On My Membership?
You can update your details over the phone by contacting us on (02) 8602 6424 or online through your MyWanderers Account.
If you would like to update your credit card details online you can do so following these steps:
Login to your MyWanderers Account
Click your name in the top right corner and then select ‘My Account’ from the dropdown
Select ‘Credit Cards’ under ‘Personal Settings’
Add your new card
Once you have added the new card, please let the Membership Services Team know via phone on (02) 862 6424 or via email (email@example.com) and we will update the card on your payment plan.
When Is The Membership Renewal Period?
The membership renewal period runs from Monday 17 June 2010 to Friday 28 June 2019. Any member who renews after 28 June will have until Tuesday 23 July 2019 to renew their membership at the special renewal price which is exclusive to all renewing members.
When Will My Membership Automatically Renew?
If your Membership is set up automatically renew in Season 2019/20 your first Membership payment will be processed on Monday 17 June 2019.
Seat Changes & Upgrades
Can I Upgrade To Red For The 2019/20 Season?
Members were given the opportunity to register a seat preference on the seating group form. Current red members will be allocated first according to the stadium transition principles. While the best effort will be made to allocate your group according to your preference, high demand for Red memberships may mean this is not possible. The grouping form closed on 17 December 2018. There will be no opportunity to submit or change a request until after the seating allocation process has been completed.
How Can I Add New Members To My Membership
Fill out a seat change/upgrade request form and provide the new members’ details on this form. Please note new memberships will only be processed once all current members’ seat changes have concluded. Seat changes or upgrade requests open Friday 17 May 2019 and close on Friday 28 June 2019.
How Can I Change Or Upgrade My Seat?
Fill out a seat change/upgrade request form and include all the details around how you would like to upgrade. Seat changes or upgrade requests open Friday 17 May 2019 and close on Friday 28 June 2019.
How Does The Seat/upgrade Request Process Work?
All current members have until 5pm Friday 28 June 2019 to renew their membership for Season 2019/20. On Monday 1 July 2019 all un-renewed membership seats will be released to begin the seating request process.
Seating requests are actioned based on a first come first served basis with renewed members receiving priority ahead of those members looking to add new members to their group. This process usually takes 4-6 weeks to review all requests and provide a response to members.
We appreciate your patience in this process and we endeavour to respond to all members as soon as possible.
How Many Matches Will Be Played Out Of Bankwest Stadium?
All 13 Hyundai A-League home matches in Season 2019/20 will be played at Bankwest Stadium. The Season 2019/20 draw is set to be released in July 2019.
If After Attending A Match I Am Not Happy With My Seat, Can I Request A Change?
If as a member you are not happy with your membership seats after attending a match you will be able to email the Membership Services Team. Once the team has been briefed they will try and process new seating for you. Any requests will depend on availability within the stadium.
Which Stadium Are We Playing Home Matches At In Season 2019/20?
We will be playing home matches at Bankwest Stadium in Parramatta.
WHERE CAN I FIND MEMBERSHIP PACKAGE PRICES FOR THE 2019/20 SEASON?
Check out all our packages are prices HERE.
WHERE CAN I FIND OUT MORE INFORMATION ABOUT THE NEW PREMIUM MEMBERSHIPS?
We are excited to announce our two new premium memberships — the 1880 Club and the Gold Star Club! These packages are in high demand and there are only a very limited number of packages available — find out more information and join our wait list today by filling out the form HERE.
WHERE CAN I FIND OUT MORE INFORMATION FOR CORPORATE HOSPITALITY AT BANKWEST STADIUM?
Register your interest for Corporate Hospitality at Bankwest Stadium HERE.