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Cleveland Indians 2020 Season Updates

Team Statements

July 6, 2020

The Cleveland Indians are launching options for fans to either receive a Flexible Bonus Credit or Refund for all home games through the 2020 season due to the Covid-19 pandemic. Fans with impacted games will be receiving email communication from the Indians to explain next steps. The Cleveland Indians have also announced fans will not be permitted to attend games at Progressive Field to start the season. The club will continue to work with local health and government officials to monitor the possibility of fans returning to Progressive Field during the 2020 season.

June 23, 2020

We are aware Major League Baseball has announced its intention to begin the 2020 regular season. As we review the subsequent details, please know we will not waver from our commitment to deliver great service and communication. We will share all relevant ticketing information in the FAQ section on the 2020 Season Updates page as soon as we are able to make the appropriate updates.

May 19, 2020

The Cleveland Indians are launching options for fans to either receive a Flexible Bonus Credit or Refund for all home games through the month of May that have not yet been played due to the Covid-19 pandemic. Fans with impacted games will be receiving email communication from the Indians to explain next steps.

April 29, 2020

The Cleveland Indians are launching options for fans to either receive a Flexible Bonus Credit or Refund for March/April home games that have not yet been played due to the Covid-19 pandemic. Fans with impacted games will be receiving email communication from the Indians to explain next steps.

2020 Regular Season Games have not been canceled. All games not being played right now are postponed, like a rainout, with the intention of rescheduling as many as possible. We encourage all ticket holders to retain their game tickets as we await further direction from Major League Baseball as details are finalized.

Contact Us

Important Update: As of March 16, the Cleveland Indians front office at Progressive Field is currently closed to help prevent the spread of COVID-19, and staff is working remotely. Fan Service Representatives are standing by to take your call Monday thru Friday from 9AM-5PM ET at 216-420-HITS.

FAQs

General Questions

General Statement:

The Cleveland Indians are launching fan-friendly options for fans to either receive a Flexible Bonus Credit or Refund for all 2020 home games that have been impacted or will be played with no fans due to the Covid-19 pandemic.

What games have been impacted?

All games in the 2020 season are eligible to receive a Flexible Bonus Credit or a Refund.

I had tickets to Opening Day and I really want to go to the rescheduled Opening Day, what should I do?

Tribe Fans with tickets to the original 2020 Opening Day may take advantage of either the Flexible Bonus Credit or Refund options described above but must call 216-420-HITS in order to do so.

Will the schedule be changing at all (games moving, etc.)?

The new 2020 season schedule can be found on the schedule page of the website.

Are you adjusting your autograph policy?

Due to safety and health precautions for our players, they will not be able to sign autographs in person.

What precautionary steps are you taking?

The safety of our fans and our employees is of the utmost importance to us. In close coordination with Major League Baseball, we have established an internal working group that is closely monitoring and planning for any potential impacts of COVID-19 and are following the recommended guidelines put forth by the Centers for Disease Control (CDC) and our local health and government agencies.

  • We are following all guidelines in the 2020 Operations Manual that were put in place by Major League Baseball and the Major League Baseball Players Association
  • We have had regular communications with our front office employees, scouts, players and event staff to educate them on CDC protocols related to hygiene, travel, staying home if they are feeling ill and overall safety precautions.
  • Major League Baseball has also made public health experts available to clubs to educate us on best practices. Our medical staff have held educational sessions with our Major League players, and front office staff.
  • We have enhanced our rigorous cleaning processes by increasing deep cleaning schedules at all of our facilities – with a particular focus on high traffic and common areas.

Will fans be allowed at games in 2020?

We’re all excited to be begin playing baseball here at Progressive Field and yet we also recognize that its likely frustrating you can’t be in attendance to cheer on our Tribe to start the season. Right now, because of COVID-19, we’re focused on working within MLB guidelines to keep our players and staff safe. We will continue to monitor the health and safety orders set by the State of Ohio and we will proactively provide communication if our ability to allow fans in the stands changes.

What if I had a promo pass or a Specialty Ticket Package?

Promo passes and Specialty Ticket Packages will follow the same options as regular tickets. Fans will have the option to either receive a credit or refund for those purchases. Credits will automatically be posted to your My Indians Tickets Account while refund require you to call 216-420-HITS.

Single Game Buyers

When calling in for assistance with credits or refunds, please be able to confirm the following information:

What is a good email or phone number that is associated with your account?

What games are you calling about?

Where did you purchase your tickets from?

*We are only able to assist with tickets bought from Indians.com

My game has been impacted, what do I do?

A single game ticket purchaser has two options available:

  • Receive a Flexible Bonus Credit with 10% bonus to be applied towards 2021 games on your My Indians Ticket Account. For fans choosing this option, no further action is required
  • Request a Refund

*Option 1: Flexible Bonus Credit *

What are the details of Flexible Bonus Credit?

Benefits of the Flexible Bonus Credit:

  • Flexible credit can be used for any game in the 2021 season, or 2020 season if fans are permitted at any point during the season
  • Bonus 10% credit added to original value of impacted games
  • No action needed to receive the credit. If you take no action, it will be applied to your My Indians Ticket account

How long do I have to use the Flexible Bonus Credit added to my account?

You will have until the end of the 2021 season to use the Flexible Bonus Credit added to your account. If you do not use the credit during that window, you will be refunded (minus the 10% bonus credit), as outlined below.

What happens if I choose the Flexible Bonus Credit option and then decide later that I want a refund? Do I still receive the bonus credit?

At this time, you can ask for your credit to be converted into a refund at any time. The 10% bonus will not be refunded.

If I opt for credit, what happens if no games are played in 2021?

You would again be eligible for a refund.

What will happen with my parking pass?

Parking to all games will be refunded.

Can I receive Flexible Bonus Credit on one set of tickets but request a refund on a second set of tickets?

Yes, you can receive Flexible Bonus Credit on one set of tickets and request a refund for another set that was for a second game.

Are the online fees included in that credit?

Yes, all fees will be included in the account credit.

Option 2: Refund

How do I get a refund?

Fans can request a refund by calling 216-420-HITS

How long should I expect my refund to take?

It will take up to two weeks to process and can take an additional 3-5 days for the money to return to the card.

Why am I not getting a refund on my delivery fees?

Unfortunately, since the delivery was fulfilled and tickets were mailed out, we are unable to refund the delivery fee. Delivery fees are only refundable if the tickets were not yet delivered.

What will happen to any tickets that have been posted to StubHub and that specific game is eligible for credit and refunds?

For any questions regarding StubHub and their ticket policies, please visit the StubHub help center at stubhub.custhelp.com.

For any additional questions, please call Fan Services at 216-420-HITS.

Thank you and Go Tribe!

Season Ticket Holders

The game I had tickets for is impacted, what do I do?
Season Ticket Holders with impacted games in their plan have two options available:

  • Receive a Flexible Bonus Credit with a 10% bonus to be applied towards 2021 games, 2020 games if fans are permitted at any point during the season, or 2021 renewal. For fans choosing this option, no further action is required.
  • Request a refund
    *Account credit will be refunded (minus the 10%bonus credit) at the end of the 2021 season if not used, or upon request
    *Account must be paid in full for 2020 to request a refund

What if I forwarded tickets to someone and the game is now eligible for flexible bonus credit and/or refund?
Forwarded tickets do not need to be recalled. The financial patron will receive the Flexible Bonus Credit or refund amount.

What will happen to any tickets that I have posted to StubHub and that specific game is now eligible for Flexible Bonus Credit or a refund? Will they be reverted back to my account, or will the buyer keep those tickets?
If you posted tickets to StubHub and the tickets have sold, StubHub will charge your credit card on file to reverse the transaction and your tickets to the event will be returned to your My Indians Tickets Account. For more information on StubHub policies, visit stubhub.custhelp.com.

Will 2021 Season Tickets have a price change?

If your Season Ticket Account is renewed before the deadline of August 28, we can guarantee that there will not be a price increase for the 2021 season. Some accounts may see a decrease depending on when they purchased for 2020.

Season Ticket Renewals are now live! You should have received an email on August 10 with your customized renewal information. If you have not received your renewal information, please contact your Season Ticket Service Representative or call 216-420-HITS.

Please note: The deadline to renew your Season Ticket Account is August 28.

What if I am interested in making a change to my Season Ticket Package?

If you’re interested in upgrading or relocating your seats, switching your season ticket package, or adding additional seats to your account, you will be able to do so during the Preferred Upgrade Process, which will take place in September (Information for the Preferred Upgrade Process will be sent at a later date.)·You will want to renew your account before the August 28 deadline to lock in the lowest possible price, even if you decide to move or add seats.

What happens to my account if I do not renew by the August 28 deadline?

·Your seats will be released to open inventory, available for sale
·Lowest pricing and all Loaded Value for the 2021 season will be forfeited

To view your 2021 renewal invoice and to lock in your seats for next season, visit the “To Do List” tab in your My Tickets Account.

What if I already exchanged out of my impacted game into later games in the season?
Previously exchanged tickets out of any impacted games are no longer valid and are replaced with the exchange ticket. Only Season Ticket Holders holding valid tickets to one or more of the eligible games will be able to partake in the Flexible Bonus Credit or refund. Any ticket exchanged prior to the March/April games announcement unfortunately cannot be reversed.

My ticket had loaded value, what happens to that?
You will receive a credit or refund for the full ticket value only.

What will happen with my parking pass?
Parking to all games impacted will be refunded.

How long do I have to use the Flexible Bonus Credit added to my account?
You will have until the end of the 2021 season to use the Flexible Bonus Credit added to your account. This credit can be used towards your 2021 renewal or towards games in the 2020 (if fans are permitted at any point) or 2021 season.

If I choose Flexible Bonus Credit but then opt for refund, do I keep the bonus?
No, the 10% bonus will not be included in the refund. The Flexible Bonus Credit is only to be used towards 2020 (if fans are permitted at any point), 2021 games or 2021 renewals. If you do not use the credit before the end of the 2021 season, you will be refunded (minus the 10% bonus credit), as outlined below.

Option 2: Refund
***Refunds will only be offered to Season Ticket Holder Accounts whose paid balance exceeds the value of remaining games**

  • Request a refund by calling 216-420-HITS
  • Refunds will be processed within two (2) weeks
  • 10% bonus on impacted games will not be included in any refund

How long should I expect my refund to take?
Refunds will be processed within 2 weeks of the refund request.

How do I request a refund?
Season Ticket Holders can request a refund via phone and email.

Groups

Can I get a refund for my Opening Day rental suite, groups or single game ticket I purchased?

Yes, that is an option or you can receive the Flexible Bonus Credit with a 10% bonus.

For any additional questions, please call your Season Ticket Service Representative, Groups Specialist or Fan Services at 216-420-HITS.

Thank you and Go Tribe!

Suites

Opening Day is eligible for Flexible Bonus Credit or a refund, can I move my suite, home plate box, or Kaulig Club tickets to the new Opening Day?

At this time, we are unaware what date Opening Day will be. When we know more information, we will contact you.

For any additional questions, please call your Season Ticket Service Representative, Groups Specialist or Fan Services at 216-420-HITS.

Thank you and Go Tribe!