Our return to Wanderland in 2019 will be a major moment in the club’s history.

The transition to the new venue is a major project for the club and recognising member loyalty is fundamental to rewarding your continued support.

Here are the most frequently asked questions:


  • TRANSITION

    How will my membership seats be allocated at Bankwest Stadium?

    Your membership seats at the new venue will be allocated based on the Seating Transition Process outlined below:

    CriteriaDescription
    Seating Status 1Full Season Ticketed Members
    Members with ticketed access to 13 home matches per season, that hold a paid membership for the 2018/19 season as of 31 October 2018 will be allocated seating based on membership category held and the average length of consecutive membership years of all members in their seating group.
    Membership Category order:
    1. Red Reserved
    2. Black Reserved
    3. Red & Black Active
    4. White & Black General Admission
    Seating Status 2Reduced Access OR Non-Ticketed Members
    Members with access to fewer than 13 home matches per season or no access to matches (i.e. supporter memberships), that hold a paid membership for the 2018/19 season as of 31 October 2018 will be allocated seating based on the average length of consecutive membership years of all members in their seating group.
    Seating Status 3All Members - Additional Membership Seats
    After all members have been allocated, available seating inventory will be offered to 2018/19 members based on the average length of consecutive membership years of all members in their seating group.
    Seating Status 4New Members
    New members signing on for the 2019/20 season will be allocated seats based on date of purchase order.

    Your Seating Status level will be determined by what membership category you hold in the 2018/19 season. The last three seasons at Sydney Olympic Park (2016/17, 2017/18 and 2018/19) count towards your consecutive membership years.

    Should you have allowed your membership to lapse during these seasons your membership/s will reset to zero and start again from the season you re-joined.

    During the process you will be able to form a Seating Group with the members you want to sit with and submit your category preferences for the new stadium.

     

    Will my seat/s and category that I previously held at Pirtek Stadium, ANZ Stadium or Spotless Stadium determine my seat/s at Bankwest Stadium?

    Pirtek Stadium has been demolished to make way for Bankwest Stadium. Bankwest Stadium is a completely new venue with a different layout and different seating configuration that has been designed to a capacity of 30,000. All member and general admission seating will be located in the Northern, Southern and Eastern stands while the Western stand will house all corporate, stadium, team and media facilities. It is therefore not possible to replicate your previous seating from Pirtek Stadium in an equivalent or similar seating position at the new stadium.

    Your seating allocation at the new Bankwest Stadium will NOT be based on previous seating or membership category held at Pirtek Stadium, ANZ Stadium or Spotless Stadium.

    Membership seating will be allocated based on the category preferences submitted starting with Full Season Ticketed Members in Seating Status 1, based on the membership category held in the 2018/19 season and in order of average consecutive years of membership in their Seating Group.

    Once all members in Seating Status 1 have been allocated seats, members in Seating Status 2 will then be assigned seats as per the Seating Transition Principles followed by new members.

     

    I downgraded my membership to a reduced access/non-ticketed membership whilst we moved away from Pirtek Stadium, how can I guarantee I have the best seating status in the transition to Bankwest Stadium?

    If you have downgraded to a reduced access/non-ticketed membership during the move to Sydney Olympic Park (2016/17, 2017/18 or 2018/19 seasons) you currently hold Seating Status 2 in the transition to Bankwest Stadium.

    To hold the highest possible seating priority in the transition process, you must upgrade your membership for the 2018/19 season to a Full Season Ticketed Membership in the category you wish to sit in at the new venue to elevate you to Seating Status 1 for the move to the new stadium.

    By holding a valid membership during the seasons at Sydney Olympic Park you have maintained your consecutive years of membership status which will play a key role in the allocation of your membership seat/s as part of Seating Transition Principles.

  • GROUPS

    What is the Grouping Form?

    As part of the next stage of the process, all 2018/19 members will have the opportunity to form Seating Groups with other current members to help streamline the transition process. Each Seating Group will have a nominated Group Leader who will be the main contact with the club throughout the seating transition process.

    Members must form groups with other members that hold the same membership category in the 2018/19 season. If members need to change their membership category, they need to complete an upgrade/seat change request form during the membership renewal period for the 2018/19 season.

     

    When is the Grouping Form open?

    The Grouping Form will open from 1PM THURSDAY 1 NOVEMBER 2018 until 5PM MONDAY 17 DECEMBER 2018.

    There will be no opportunity to break or change groups after 17 December 2018 until the seating allocation process has been completed.

     

    I have submitted my Grouping Form, how do I know that it has been received?

    Following the submission of a group, the Group Leader will receive an email with the full details of the submission. The group members will also receive an email to alert them that they have been added to a group. Please note there may be a delay in receiving these emails, please allow up to 24 hours.

     

    What is a Seating Group?

    All 2018/19 Season members will be asked to form a Seating Group with other members they wish to sit with at WSS via the Seating Group form process online to have seats allocated together at WSS.

     

    What is a Group Leader?

    As part of the Seating Group process, each group will be required to assign a Leader of the Seating Group to be the main point of contact for the group for all communications to/from the club during the entire transition process.

     

    I don’t know the name and/or member number of someone in my group, can I contact the club to get these details?

    In accordance to the Western Sydney Wanderers privacy policy, the club is not permitted to share the personal details of any member (including but not limited to name, address, phone number, email address or member number) to a Group Leader. The Group Leader is responsible for personally contacting each member in their group to collect the information required to complete the grouping form, confirm the seat offer and collect the seat deposit.

     

    What is the maximum group size?

    The maximum Seating Group size has been set at 12 members by the algorithm to ensure a smooth and accurate transition for all Seating Groups, members who hold over 12 memberships as of 31 August 2018 will be allocated the same number of seats in the transition process. Please note the larger the Seating Group the less flexibility there will be to meet any seating requests during the seat allocation process.

     

    Why can’t my seating group be larger than 12?

    The transition to Bankwest Stadium is a complex task. The club has undertaken a thorough consultation process with the other major membership and stadium relocation projects both nationally and internationally. From this, it was recommended that seating groups do not exceed 12 people in order to make the transition to the new stadium as smooth as possible.

     

    What is a Single Person?

    Members who identify themselves as a Single Person via the Seating Group Form of the process will be deemed a Single Person. To ensure efficient use of seating inventory Single Persons will be used to fill a single seat when required to avoid leaving single seats with sections. Members who are not assigned to a Seating Group or Single Person during the grouping stage will be assigned seating as per the Transition Principles defined by the club, where possible the club will allocate these members in a similar category as held by the member in 2018/19 Season.

     

    What happens if I need to make changes to my group?

    The Seating Group Leader is responsibility for checking the member details provided in the Seating Group Form is correct and complete. The club does not accept any responsibility if the incorrect or incomplete information submitted by the Seating Group Leader. Once the form is submitted the Seating Group details are final and cannot be changed.

     

    I have a General Admission membership, do I need to fill out the Grouping Form?

    All members who wish to hold a ticketed membership at Bankwest Stadium are required to fill out the Grouping Form. We will implement the Full Capacity Match model for matches where a capacity crowd is expected. Read more here

     

    I wish to purchase additional membership seats next to me at the new stadium, what is the best way to secure these seats?

    Membership seating in the new stadium will be allocated on a 1:1 basis (one membership equals one seat).

    Once all renewing members have been allocated seats there will be an opportunity to request to purchase additional membership seats. This will be strictly subject to availability and determined by your Seating Status level as per the Seating Transition Principles.

    If you wish to purchase additional seats at Bankwest Stadium it is highly recommended that you purchase additional Full Season Ticketed Membership seat/s in the same category as your current membership for the 2018/19 season. This will ensure that the new memberships are in the same Seating Status and category as your renewed memberships.

    Please note: You must create seating groups with members that hold the same membership category as you, with allocations being based on the average length of consecutive years of membership held of all members within the group.

     

    I want to make sure I am sitting near friends and family who are not part of my membership at Bankwest Stadium. Will I be able to submit a seating request as a group?

    As part of the transition process you will have an opportunity to form a Seating Group with members you wish to sit with at the new stadium. Each group will have an assigned Group Leader who will become the main point of contact for the group and the club throughout the seat transition process.

    To create a Seating Group you must hold a valid 2018/19 membership and form your group with members that hold the same membership category and seating status as you for the transition to Bankwest Stadium.

    Please note: Your Seating Group order will change depending on membership category and the average length of consecutive membership years of all members in your Seating Group.

  • STADIUM LAYOUT

    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.

     

    How was the decision made for the proposed Bankwest Stadium 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!

  • SEAT OFFERS

    When will I find out my new seat for Bankwest Stadium?

    Group Leaders will be contacted via email between February 2019 and April 2019 with their Seating Group’s seating offer for Bankwest Stadium.

     

    How do I confirm my seat at Bankwest Stadium?

    To secure the seat offer, the group leader will be required to make a $50 deposit per seat via an online credit card payment. It is the responsibility of the group leader to collect the $50 deposit from each group member.

    The payment must be made for the entire group by the Group Leader in one upfront payment. The remaining balances of the memberships will be issued as per the club’s usual renewal process. Seating deposits are non-refundable.

    Membership packages and prices for the 2019/20 season will be announced before seats are allocated and seat deposits are taken.

    You can find a user guide for how to accept your seat offer here

     

    Can I get a refund from the seat deposit?

    The seat deposit is non-refundable. Once Members accept their seating allocation and pay their seat deposit no refunds will be issued.

    The $50 deposit is DEDUCTED from your membership renewal fee and is not an additional payment.

     

    Can I change the members in my seating group?

    There will be no opportunity to break or change groups after the Grouping Form closes 17 December 2018 and until after the seating allocation process has been completed.

     

    Can I change my seat?

    The Group Leader will have a designated window to view, change or secure the seats for the entire group. It is the full responsibility of the Group Leader to take action as per the Seating Offer email within the required time frame. Should no action be taken the original allocation for the group will be locked in.

     

    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.

     

    Can I see my seats before I accept my seat offer?

    Bankwest Stadium is currently a construction site and there will be no opportunity to physically view your seat before accepting your seat offer. Your first chance to get inside Bankwest Stadium is at the Community Open Day on Sunday 14 April 2019. Reserve your free ticket here.

     

    Can I change who I am sitting next to in my group?

    While the best effort will be made to allocate your group according to the preferences registered in your grouping form, if for some reason the seats are not allocated in that order you will have the opportunity request this change when membership renewals open in May 2019.

     

    Can I change or secure my seat offer on my mobile?

    We recommend that you follow this process on a desktop computer rather than a mobile device. Some mobile devices may not be compatible with our membership platform.

     

    Can I change my seat offer window?

    Seat offers are automatically scheduled and cannot be changed. Seat offers are scheduled according to the seat transition principles. Seat offer windows have been scheduled over a series of weeks to ensure all enquiries can be addressed by the Membership Services Team in a timely manner.

  • MEMBERSHIP PACKAGES

    Where can I find out more information about the new Premium membership?

    Since the completion of the seating transition, two new premium membership categories have been created. Members who have opted on the grouping form to receive more information about our new premium packages have been added to a wait list and will receive more information about the 1880 Club and Gold Star Club in coming weeks. Seats in the premium sections are strictly limited and will be allocated according to the seating transition principles. No further premium membership requests will be accepted for the 2019/20 season.

     

    Where can I find membership package prices for Season 2019/20 at Western Sydney Stadium?

    Renewal prices for the 2019/20 season have been sent to all current members via email.

     

    Can I see my seats before I accept my seat offer?

    Bankwest Stadium is currently a construction site and there will be no opportunity to physically view your seat before accepting your seat offer. Your first chance to get inside Bankwest Stadium is at the Community Open Day on Sunday 14 April 2019. Reserve your free ticket here.

     

    Where can I find out information for Corporate Hospitality at Bankwest Stadium?

    Register your interest for Corporate Hospitality at Bankwest Stadium here.

  • MEMBERSHIP PAYMENT

    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.

     

    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.

     

    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 memberships@wswanderersfc.com.au no later than Thursday 13 June 2019.

     

    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.

     

    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 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:

    1. Login to your MyWanderers Account
    2. Click your name in the top right corner and then select ‘My Account’ from the dropdown
    3. Select ‘Credit Cards’ under ‘Personal Settings’
    4. 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 (memberships@wswanderersfc.com.au) and we will update the card on your payment plan.

  • SEAT CHANGES AND UPGRADES

    WHICH STADIUM ARE WE PLAYING HOME MATCHES AT IN SEASON 2019/20?

    We will be playing home matches at Bankwest Stadium in Parramatta.

     

    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 later this year.

     

    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 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.

     

    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.

  • MEMBERSHIP INCLUSIONS

    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 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.

     

    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.

  • FAMILY & CONCESSION DETAILS

    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 QUALIFY AS A CONESSION 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 memberships@wswanderersfc.com.au to be eligible for Concession Membership.

     

    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.

  • GENERAL

    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 AND 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 behaviour, whether physical or verbal, towards members, supporters, club employees or anyone else working or attending 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.

     

    CUSTOMER CARE

    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.

     

    REFUND AND 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 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.

     

    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.

     

    SPONSORSHIP AND 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.

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