Frequently Asked Questions

We have a dedicated out of hours team; please give us a call on +44 (0)333 2309 118 and we’ll be here to help.

First things first, check your spam or junk folder in your email mailbox. You can also add our email address to your address book and you will never miss an email again. Should you still have problems, please get in touch with us by email [email protected] or speak to our team on 0330 0299941.

We aim to have final travel itineraries with you 7 to 14 days before your event.

‘Pending’ status can sometimes mean that your card payment failed, so we’d advise logging into your account and double checking. More often than not, ‘pending’ status means that we are checking the final details of your booking or application and you will receive further updates via email once these checks have been made.

Our contracts with individual clubs, partners and organisations are typically for match break packages, which means they have to include a minimum one-night hotel stay.

We sell our match breaks as a package, so everyone on the booking must have a match ticket alongside their hotel stay.

It’s unlikely as we’ll have sold our allocation of tickets and may only have new availability if someone cancels or we’re able to get hold of additional tickets. Please register your interest on the relevant product page for updates about future ticket availability.

Absolutely. If there are restrictions on regions or territories we’re able to sell a particular package, we’ll let you know in the booking process.

Please call us to pay an outstanding balance over the phone as this isn’t yet possible via our website just yet.

We have deposit plans and payment schedules available on most events; all payment options will be displayed throughout the booking journey.

If you choose to pay a deposit, a full payment schedule will be outlined at the time of booking. You will also be sent a payment receipt which will outline scheduled payment dates. Further payments will then be taken automatically (as outlined in your schedule) until your outstanding balance is cleared.  

If you need to cancel a booking, please contact us and we’ll be able to advise based on your specific booking. There’s no charge if you want to cancel within 24 hours of making a booking, but after this it does vary depending on which package you’ve booked. Take a look at our T&Cs and see what applies to you. 

Please refer to section 17 of our terms and conditions here.

Premier League fixtures can change date and kick-off time as close as a couple of weeks before they’re played. All sorts can affect the times and dates of matches; the TV schedules and other competitions are the usual reasons. The Premier League will announce confirmed match dates and times usually no later than 4 weeks before they’re played, but every so often it can be a little later.

If the match you’ve booked has its date and/or time changed you will receive an email from us telling you what to do next. When you receive this email, you’ll have 7 days to come back to us to change your hotel dates. If we don’t hear from you, we’ll keep the booking the same. We might also have to give you a little less time to respond if the change happens close to the match day.

If a match moves from a weekend day to another weekend day (e.g. Saturday to Sunday), or the match time changes but the date doesn’t, we can change the date of your hotel stay if that’s your preference. The same applies if a Tuesday game changes to a Wednesday.

If a match moves from a weekend to weekday, or a weekday to a weekend, or any other change over 36 hours, we can either change the date of your hotel stay, or we can cancel your booking and give you your money back. 

Please click on the ‘forgotten my password’ link on the account login screen, follow the instructions and ‘boom!’, you’re in! Any issues after that, contact our team and they can help.

You can open an account when making your first booking, or if you want to get ahead of the game you can create an account here.

Most of our events include e-tickets but it can vary depending on what event you have booked. We will let you know the finer details in the ‘Final Documents’ email sent to you around 7-14 days before the event.

The most common methods of receiving tickets are collection at the venue (on the day of the event), e-ticket or by post (up to a week before). This varies depending on the specific match or event you’ve booked.

We’ll let you know in the ‘Important Information’ section of the booking before taking payment. We’ll also advise you in the ‘Final Documents’ email sent you around 7-14 days before the event.

We always try our best to make this happen, but we can’t always guarantee it as each individual venue is responsible for their own seating plans. Children under the age of 18 will always be sat with an adult.

We have a specific allocation given to us by each club or partner, and it is the club/partner who ultimately allocate the tickets. We have a dedicated section of seating within each stadium or circuit, so you could be allocated any seat in that section.

This varies depending on the airline being used for your trip. Either way, we will look after this for you and outline check-in details on your final travel itinerary.

Check-in is usually from 3pm, but this can be different depending on the hotel you’ve chosen. If you arrive at your hotel before check-in opens, you might not be able to check in straight away, but you’ll be able to store you bags so you can get your weekend started.

We only offer hotel and ticket packages, so no flights are included, and you will need to purchase flights separately.

We express the importance of customers having adequate travel insurance in our booking conditions and the important information section during the checkout process. If you are unsure of any information, please contact our team who’ll be able to help with your questions.

You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available. 

Depending on the event this may vary. Please check the booking terms and conditions of each event on our website for further details.

All children must be accompanied by at least one adult and every guest must count as an individual on the booking no matter how young; but there is no minimum age.

All our prices are standard, we do not sell packages at a discounted child price.

Sporting venues and seating allocations are different for every club and event. Please contact us for more information about the event you are interested in attending, and we will help you wherever possible.

If anyone on your booking needs special assistance for reduced mobility, disability or any other medical condition, please contact us. We can then give you more information about the accessibility of different services and the assistance available from suppliers and venues.

Availability and access to certain services/seating may be limited by the service provider, so please contact us about what you need before booking. If you book online, please include information about any special assistance you need in the ‘medical’ box.

All of our F1 Grand Prix packages are different, and the track facilities vary at each circuit. Please contact us if anyone in your booking needs special assistance for reduced mobility, disability or any other medical condition.

If you do choose to book online, please include information about any special assistance requirements in the ‘medical’ box.

We’ll do our best to confirm applications as quickly as possible, but sometimes we have to wait for information from ticket providers or third parties to confirm applications.

Sometimes there isn’t enough interest from fans for a trip to go ahead. We will let you know if this is likely to happen as soon as we can so you can make alternative arrangements.

This is up to the individual club and we’ll let you know when you make your application.

Places on European supporter away trips are limited, and if we get a lot of interest, we may need to stop taking applications. The club ultimately decide who has qualified based on their points criteria. After we’ve checked everyone’s memberships, we may open applications again depending on how many people qualify for that trip against the clubs qualification criteria.

We’ll do our best to let you know if you’ve got a place on the trip within 24 hours of everyone on your application qualifying for a match ticket. You’ll need to qualify for a match ticket to be able to travel on an away European supporter trip, along with anyone else you have applied with on the same SportsBreaks reference number.

As soon as the club let us know what the ticketing criteria is, we’ll be able to let you know if you’ve got a place.