Personal Assistant (PA) Tickets
We are committed to providing an inclusive and accessible matchday experience for all supporters. If you require assistance during your visit, we offer complimentary personal assistant tickets (PA) to ensure you have the support you need. These tickets are provided as a reasonable adjustment to ensure supporters with access requirements can enjoy the same level of service and experience as everyone else.
It is important to note that complimentary PA tickets are not a concession or a two-for-one offer; they are specifically intended for those who require the assistance of another person to meet their access requirements. They are not available for temporary conditions, such as short term injuries or recovery periods.
Any supporter acting as a (PA) for a supporter with access requirements is not entitled to any benefits normally associated with a Season Ticket. This includes, but is not limited to, renewal benefits or the ability to purchase match tickets during priority sale periods.
Requesting A Complimentary Personal Assistant Ticket (PA)
Since this scheme may be subject to fraudulent misuse, we operate a system to verify eligibility for complimentary PA tickets. To apply, you must complete a Reasonable Adjustment Form and submit appropriate supporting documentation to our Disability Access Officer.
When reviewing applications for complimentary PA tickets, we will take into account all rates of Disability Living Allowance (DLA) and Personal Independence Payment (PIP) as well as other relevant documentation mentioned below. Our approach ensures that decisions are based on the specific access requirements of the supporter, rather than solely on the rate of benefit they receive. This reflects our commitment to meeting the individual access requirements of each supporter. However, it is important to note that the absence or presence of a particular benefit rate does not automatically entitle a supporter to a PA ticket. Each application is carefully assessed on a case by case basis, and additional supporting documentation may be requested as needed.
Supporting Documentation for complimentary Personal Assistant Tickets (PA)
To verify eligibility, we require clear and relevant evidence showing the need for a PA alongside the completion of the Reasonable Adjustment Form. Supporting documentation may include:
- Personal Independence Payment (PIP)
- Disability Living Allowance (DLA)
- Severe Disablement Allowance (SDA) or Attendance Allowance
- Receipt of War Pensioners' Mobility Supplement
- A report or letter from a medical professional, such as your GP, Social Worker, or Community Nurse detailing the need for assistance on a matchday.
- The Access Card with the +1 symbol, indicating eligibility for a Personal Assistant.
- Evidence from Social Services confirming eligibility for support.
Important Notes:
- If a submitting any disability benefit award letter (e.g DLA, PIP) or letter from a medical professional, please ensure that all pages are included. This is to ensure that all relevant information is provided for assessment of your eligibility for a PA ticket.
- For away fixtures, the away club's criteria for issuing PA tickets will apply. Each away club may set its own documentation requirements for PA eligibility, which can differ from our own.
Young Carers
Under Pride Park Stadium's Ground Regulations, children under the age of 16 must be accompanied by an adult (aged 18 or older). Whilst we recognise and value the crucial role young carers play, they can only be accepted as a PA with prior authorisation from the Disability Access Officer.
If a PA ticket is requested due to a deterioration in the supporter’s condition, a PA under the age of 16 may not be authorised to fulfil this role.
Additionally, if a PA under the age of 16 attends with a supporter requiring access support and fails to present valid photo ID, we reserve the right to refuse admission. This does not apply if there are other adults within the party who can accept responsibility for the young carer.
The Role of A Personal Assistant (PA)
By accepting a PA Ticket, the PA agrees to provide essential support to ensure that the supporter with access requirements can safely enjoy their matchday experience. This may include help with access, movement, communication, seating within the stadium, assisting in emergency evacuation and any other necessary support during the match.
PA tickets are issued solely for this purpose, and the PA must be capable of fulfilling these responsibilities throughout the matchday. This applies to both home and away fixtures.
Failure to fulfil the role may result in future PA ticket requests being reviewed.
When entering the stadium, the PA must enter alongside the supporter with access requirements, as the PA will not be allowed to enter separately.
Seating Arrangements
Supporters who require a PA ticket should specify their seating requirements at the time of purchase (subject to availability).
PA tickets must be allocated to the seat adjacent to the supporter with access requirements to ensure the necessary support is given throughout the matchday. This applies to home and away fixtures.
For away fixtures, the seating arrangements will depend on the away club's capacity and accessibility options. The away club's accessibility team will work with our team to ensure suitable seating options are available for supporters with access requirements, however, these options maybe limited.
Travel Arrangements for Home & Away Matches
Supporters and their Personal Assistants (PAs) are encouraged to plan their travel arrangements together to ensure a smooth matchday experience. If the supporter does not need assistance during the journey and chooses to travel separately, it’s important that the PA arrives ahead of the supporter at the stadium, as their role begins upon arrival and they must be in place to provide immediate support.
PA tickets are issued solely for matchday requirements at the stadium, such as assistance with movement, seating, communication, and emergency evacuation. These tickets are not provided for travel to or from the match.
Supporters under 16 must be accompanied by an adult aged 18 or over, regardless of travel arrangements, to ensure appropriate support throughout the matchday experience.
Supporters aged 16-17 requiring a PA should ensure suitable travel plans are made so that the PA is ready to provide support upon arrival, even if travelling separately.
Contingency – What Happens If You Lose Your Support (Home & Away Fixtures)
If the Personal Assistant (PA) is unable to provide the required support during a home or away fixture, the club reserves the right to take action. We will assess the situation with the supporter and their PA and may need to make alternative arrangements for continued support. In extreme cases, this may result in asking the supporter and their PA to leave the match.
It is important that you select a PA who can reliably support you to avoid disruption during the matchday experience.
Abusing the System
If we believe that the PA ticket system is being misused, we may treat the matter as fraud and take appropriate legal action. This could lead to the confiscation of tickets for future games.
PA tickets are transferable; but tickets for the supporter with access requirements are not. If a supporter is unable to attend, they may request to upgrade their tickets, including the PA ticket. However, this must be discussed and approved in advance (at the Head of Ticketing's discretion). Also additional charges and changes to seating arrangements may apply.
If any terms and conditions are violated, the club reserves the right to refuse entry and take further action.
If you have any questions, please contact the Accessibility Team on 01332 667528.
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