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UEFA seeks new ticketing customer services partner

Europe’s football governing body UEFA is looking for a new company or companies to partner with between 2022 and 2025 in a ticketing customer services role. 

UEFA is seeking one or more companies to provide ticketing customer services for the Champions League final, the Europa League final, the Super Cup and the Europa Conference League until 2025, the Nations League Finals in 2023 and 2025, and the Euros in 2024.

Companies will be responsible for ticketing customer services including first level email support using UEFA tools in a number of European languages. This is for only information services, and as a minimum UEFA requires the English language and the local language of where the events will be held. Languages will be confirmed prior to the start of the project. 

Selected businesses will also have to develop and maintain their knowledge base with frequently asked questions, monitor operations and scaling according to the incoming traffic, project management, quality assurance and easy translations of low volumes. 

In order to select a ticketing customer services partner, UEFA is organising a tendering process. 

The process of selection for the ticketing customer services contract is divided into two phases. The first phase is a request for a proposal, which is the pre-tender phase where UEFA is given information on the candidates to decide which companies move to phase two. 

Phase two is a request for quotation from companies that have been invited by UEFA, with the governing body then evaluating the proposals and appointing a business. 

The request for proposals was sent out by UEFA on Wednesday, with the deadline to submit a declaration of interest falling on November 11. The selected businesses to move to phase two will receive a request for a quotation on November 17, with businesses then able to submit their proposals for the tender on December 6. 

A shortlist of applicants will be made December 13 and a presentation or site visit to be made until January 21, followed by the appointment of the ticketing customer services supplier or suppliers. 

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