The Pensacola Ice Flyers have taken note of the decision of the SPHL and its Board of Governors to cancel the remainder of the 2019-20 regular season and President’s Cup Playoffs as of Sunday, March 15. The Ice Flyers organization supports this decision, which is focused on controlling the risk of spreading the coronavirus, while also taking precautions for everyone’s health. We take the health and safety of our fans, players, staff and arena employees very seriously.
We understand and fully respect that this will be a financial setback for some during this time. This will also be a financial setback for the team and league. No team or business is prepared for a total business stoppage and cancellation such as this within a week or less.
The Ice Flyers are fully committed and prepared to take care of all our fans for the games missed for which they paid to attend. To our fans, we would ask that you take into consideration the above information and work with us in taking alternative measures into the type of refund you have coming to you. This will significantly help minimize the damage and negative impact to our organization in the short-term and long-term. However, this is not a requirement. Please choose what works best for your individual situation, and we will honor any choice you make.
We ask for your patience in this process as we work through everything in a workload that is extremely large. We wish to thank our fans for their support and understanding.
Please see below for answers to some frequently asked questions regarding the cancellation of the season.
Will there be Ice Flyers hockey in 2020-21?
Is the Ice Flyers office open?
No, it is not for at least the month of April. We will inform everyone once we re-open to the public.
When is the deadline to submit my refund request?
The deadline is April 30, 2020.
I am a Full Season Ticket Holder. What should I do?
Click icefly.co/Refund and this will take you to the Refund Request Form for only Full Season Ticket Holders. You must fill this out to be submitted as your refund request.
What options do I have for my refund?
Season Ticket Holders have six options from which to choose to receive credit for the cancelled games in the 2019-20 season and playoffs. We have ranked the options in order that will least affect the operations now and in the upcoming season.
- Decline a refund or credit.
- Receive additional buddy passes that can be used for any 2020-21 regular season game that will come with your season ticket package.
- Receive an Ice Flyers Gift Card when picking up your 2020-21 season tickets with a value 10% greater than what your refund would be. This can be applied to merchandise, extra single game tickets, group tickets, Shirt-Off-His-Back tickets, Chuck-A-Puck tickets and jersey auctions. It cannot be applied to season tickets or parking.
- Have 100% of your refund applied as a credit towards your 2020-21 season ticket payment plan.
- Receive 50% of your refund within 7 days of the refund request and receive the other 50% as a credit towards your 2020-21 season ticket payment plan. The 50% of your refund may take longer to show up on your credit card and that will be based entirely on your card provider, however we will process the refund on our end within 7 days.
- Receive 100% of your refund within 7 days of the refund request which would be applied to a credit card you provide. It may take longer to show up on your credit card and that will be based entirely on your card provider, however we will process the refund on our end within 7 days.
I have Half Season Tickets or Season Ticket Vouchers. What should I do?
Click icefly.co/HalfOrFlexRefund and fill out the Refund Request Form. Once our office is back open to the public, you will need to bring your half season tickets or remaining vouchers to the Ice Flyers office, or mail them to us to have the quantity verified. We will then process one of the six refund options listed above that you choose.
I also have a parking pass. What should I do?
Your parking pass refund will be added to your season ticket refund. There is an option in the Refund Request Form to select whether you had a season long parking pass or not.
How do I notify the Ice Flyers office of my desired refund option?
The online Refund Request Form is the only way. It will also greatly help our office track every refund in the same manner and speed up the process for everyone. Requests in person, over the phone, via email or any other mode of communication will not be an authorized refund request.
If I choose that I do not want to refund to help minimize the negative impact to the Ice Flyers organization, what should I do?
Please still fill out the refund request form by clicking icefly.co/Refund There will be an option in the online form to select no refund.
How and when will I receive my refund if I choose a full refund?
On the form, you will be required to put in your credit card information. We will process your refund on this credit card within 7 days. However, it may take longer to show up on your credit card and that will be based entirely on your card provider.
If I have been using a credit card for season ticket payment plans, can my refund not be processed on that?
For the ease and speed of the refund process for ALL season ticket holders, we will use the card you provide on the refund form. Therefore, please do not put Credit Card on File on the form. That form will not be an authorized refund request. Plus it would create even more work for the Ice Flyers staff on top of all the other work they have during this difficult time. Even putting Credit Card on File creates more work, so we kindly ask you to follow the steps to make everyone’s life a little easier.
I purchased single game tickets for an upcoming game. What should I do?
Please refer to the point of purchase of those tickets for your refund. The Ice Flyers office is not Ticketmaster and it is not the Bay Center Box Office. These are three different entities.
If you purchased your single game tickets through Ticketmaster, please click https://help.ticketmaster.com/s/?language=en_US for their Fan Support information on how to get your refund. Have your proof of purchase ready as well.
If you purchased your single game tickets in person at the Bay Center Box Office, please bring them back to the Box Office for your refund. It is open 10 a.m. to 4 p.m. Monday to Friday. Bring your proof of purchase with you to the Box Office.
If you purchased your single game tickets through the Ice Flyers office, which is different than Ticketmaster and different than the Box Office, then please contact us via email at email@example.com and we’ll contact you within 24 business hours to arrange your refund. Have your proof of purchase ready as well.
I purchased group tickets for an upcoming game. What should I do?
Group tickets are only available through the Ice Flyers office, so please contact firstname.lastname@example.org with all your group information, game date, number of tickets purchased, proof of purchase, etc., and we’ll contact you within 24 business hours to arrange your refund.
My company is a corporate sponsor. What should we do?
We will be assessing every corporate contract and contacting all corporate partners individually in the near future to discuss options. We ask for your patience in this process as we work through everything.
Is the team store still open?
No, it is not. Once the office opens back up to the public, we’ll announce that merchandise is available to purchase as well.