Brentford carried out its first matchday under the new digital ticketing system at our recent friendly against Borussia Mönchengladbach.We thank fans for their cooperation as we continue to make the ...
Brentford carried out its first matchday under the new digital ticketing system at our recent friendly against Borussia Mönchengladbach.
We thank fans for their cooperation as we continue to make the transition to digital ticketing. Your support and patience has been invaluable as we work hard to help all our fans get comfortable with multiple new processes.
The introduction of our new digital ticket system adds an extra level of security around purchasing tickets.
This season’s tickets are accessible as either a revolving barcode on the Brentford FC official app, or you can download it to your digital wallet on your phone. Screenshots are no longer valid.
This is critical to helping us prevent and identify ticket touting to ensure home areas are for Bees fans only.
Brentford is the first Premier League club to use this solution developed by Ticketmaster, one year ahead of the 2026/27 season deadline to make digital ticketing mandatory for all clubs in the league.
Reflecting on Borussia Mönchengladbach
Friday night's pre-season friendly against Borussia Mönchengladbach was the first matchday operating under the new system.
Reflecting on the match, we achieved many of our targets aimed at getting fans into the stadium before kick-off, and we were pleased with the response from fans who followed our communications to minimise disruption on the day:
- 67 per cent of attending fans added their ticket to their digital wallet before arriving at the match
- Many fans arrived early to beat potential queues, and as a result, queues to enter stadium were generally no longer than an average Premier League matchday
- Our additional fan support team staff at the turnstiles helped fans on arrival and were able to support fans to resolve the majority of issues quickly
However, we know that fans who called the box office team for support in the lead up to the game often experienced much longer waiting times than we would have hoped.
We apologise if you experienced delays and we thank you again for your patience as we continue to manage a high volume of calls about digital ticketing.
If you have any questions about digital ticketing, please make sure that you have read our how-to guides and FAQs to see if they can assist with resolving your query before contacting the team.
If you do need to speak to someone, we recommend that you call the box office on 0333 005 8521 and request a callback. You will not have to wait on hold and our team will return your call at the earliest opportunity. Callbacks are only available on non-matchdays. You can also visit the box office in person during opening hours (Mondays, Tuesdays, Fridays, 10am-5pm).
The box office phone lines will be closed on matchdays so that our staff can prepare for the game. If you need to speak to someone on matchday, please arrive early and visit the box office. Matchday opening hours will be communicated on the matchday guide published on our website before every home fixture. Our fan support team at the turnstiles will also be available to assist you with any digital ticketing queries.
Plan ahead for Aston Villa
Our first home Premier League matchday under the new digital ticketing system will be Brentford v Aston Villa on Saturday 23 August.
Digital season tickets have been sent out to fans and further communication will follow. Physical season ticket cards will be sent out to fans that successfully applied for one during the week beginning 11 August.
The best way to avoid issues with your digital ticket is to download your ticket to your digital wallet as soon as possible. Or, if you know you won’t be attending the match, you should forward or list your season ticket for that game on the ticket exchange as soon as you receive it. This will ensure you are ready well ahead of matchday.
Guidance on how to forward your season ticket or match-by-match ticket (or transfer your ticket if you’re a premium seat holder) is available on our website.
If you need to contact our team, doing so more than a week before the game helps us respond to you sooner. Again, we would recommend that you call the box office team on 0333 005 8521 and request a callback (non-matchdays only), or to visit the box office in person if you are able to.
Don’t miss kick-off for our first home game of the new season. Make sure you’re in your seat on time by:
- Downloading your season ticket or match ticket. Add your ticket to your phone’s digital wallet before you arrive at the stadium, so it’s ready to scan at the turnstile and you can access it without the need for internet connection. You will receive step-by-step instructions on how to do this with your ticket, or see our guidance here.
- Arriving early to beat the queue. We’re expecting a capacity crowd which will increase the likelihood of queues. By arriving early, our fan support team staff can help you resolve any issues quickly and get you into the stadium ahead of kick-off.
As a thank you to fans that arrive early*, all food and drink (including alcohol) will be 50 per cent off for one hour after turnstiles open at 1.30pm (or 12.30pm in premium areas). Going through the turnstiles during this window will automatically enter you into a ballot to win a 2025/26 centenary home shirt.
We look forward to having you back at the Gtech for more Premier League action. Come on you Bees!
*Away supporters are not eligible for early entry offers.
Category: General Sports
