Frequently asked questions related to COVID-19

What will happen if games are impacted or not played due to COVID-19?

We currently expect and are planning for all Lone Star Sports & Entertainment (LSSE) events to proceed as scheduled.  However, if a game is canceled and cannot be replayed, or is played under conditions that prohibit fans from attending, ticket purchasers will have the option of receiving a full refund or an account credit. 

If a fan buys tickets for a game that is cancelled from Ticketmaster or through another source, will LSSE refund those tickets?

The buyer will need to go back to the entity that sold the buyer the tickets.  For example, if a ticket is purchased through Ticketmaster, the fan would go back to Ticketmaster and it would be handled through Ticketmaster’s cancellation policy. Here are the cancellation policies for single game tickets purchased through NFL Licensed Channels (i.e., Ticketmaster, SeatGeek and StubHub):

• Ticketmaster: Automatic refunds provided for all primary and secondary sales within 30 days of cancellation.
• SeatGeek: Refunds provided upon request for all primary and secondary sales within 30 days of cancellation (for secondary sales, vouchers initially offered unless consumer requests a refund).
• StubHub: No cash refunds. Credit issued worth 120% of original order. Credit expires in 2022 and can be used on any future StubHub purchase. Ticket buyer must call StubHub directly to request refund.
• Schools: refer to school through which purchase occurred for refund policy.

Will games be played with social distancing being enforced?

While we are not going to speculate or try to predict today what things will look like in the next few months, we are currently working on our plans and procedures for hosting games. We will make adjustments as necessary in order to conduct games in a safe and efficient manner. We will continue to make decisions based on the latest advice of medical and public health officials, as well as in full compliance with current and future government regulations. We will be prepared to adapt as necessary and will communicate any changes to our fans, players, clubs and communities at the appropriate time.