Official Statement on the Return Process
The board of Club América has issued an official statement detailing the refund procedure for ticket holders of the match against the Tuzos del Pachuca, a match that was played behind closed doors due to an administrative decision of the Mayor’s Office of Benito Juárez. This unprecedented measure originated after a security incident during a Women’s League match, where the club’s security personnel exceeded their powers, according to the report from local authorities. The resolution, confirmed just hours before the opening whistle, left the fans’ entrance void and, consequently, deprived the fans of witnessing the long-awaited home debut of the star reinforcement, Allan Saint-Maximin.
The institution recognizes the financial and logistical impact that this situation generates on its community of fans, which is why it has designed a clear and accessible mechanism to manage returns. The protocol has been structured in two main ways, differentiated by the original payment method used to purchase the tickets. This segmentation seeks to streamline procedures and guarantee that each fan receives their money in the most efficient way possible, minimizing the inconvenience caused by a circumstance beyond their control.
Details of the Procedure by Payment Method
For those fans who made their purchase with a debit or credit card, the process has been designed to be automatic and without the need for additional action on the part of the customer. The refund will be credited directly to the same card used for the original transaction. The institution has indicated that this process will begin to be applied systematically as of Wednesday, September 3, and the funds could be reflected in the cardholders’ account statements within the usual deadlines managed by their banking entity, which are usually 1 to 5 business days.
On the other hand, fans who made their purchase in cash at physical ticket offices must follow an in-person process. It is essential that they appear at Box Office 15 of the Ciudad de los Deportes Stadium, within a specific schedule: Monday to Friday from 10:00 a.m. to 5:00 p.m., and on Saturdays from 10:00 a.m. to 2:00 p.m. This service period is valid from Wednesday the 3rd to Friday the 12th of September, with the exception of Sunday the 7th, the day on which there will be no service. It is extremely important that fans come within this time window to expedite the process.
Indispensable Requirements and Subsequent Process
Regardless of the payment method, the required documentation is essential to validate any request. In the case of cash purchases, it is essential to present the original physical ticket for the match in question. In addition, a legible copy of an official identification with a photograph must be attached, such as the INE voting credential, passport or professional ID. The presentation of both documents is a non-negotiable requirement to proceed with the refund of the amount paid.
For those who, for some reason of force majeure, cannot attend during the established period at the Ciudad de los Deportes Stadium, a second phase has been enabled. After Friday, September 12, returns will be handled exclusively at the Banorte Stadium offices. The hours of operation in these facilities will be Monday to Friday, from 10:00 a.m. to 5:00 p.m. It is crucial to highlight that the documentary requirements remain unchanged: the presentation of the physical ticket and the copy of the official identification will continue to be mandatory for any management at this later stage.
This incident highlights the complex interaction between the management of a high-performance club and civil authorities, highlighting how decisions in one area can have immediate and tangible repercussions on the normal operation and experience of the end consumers: the fans. Speed and transparency in the communication of these refund processes are essential to maintain the trust and loyalty of the fan base towards the institution.
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