Monsters Hockey Club Ticket Allotment

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Table of Contents

MHC General Information…………..…………………………………….………………………………….………..…….……Page 3

MHC Benefits Information……………..…………………………………………………………………………………………..Pages 4-10

• Monsters Seating Chart and Pricing Chart…………………………………Page 6

• MHC Ticket Exchange Info…………………………………………………………Pages 7-8

• MHC Digital Card and Team Shop Info……………………………………….Page 9

• MHC Credential…………………………………………………………………………Page 10

MHC Ticketing and Payment Information…………………………………………………………………………………Pages 11-12

MHC Cheat Sheet (FAQ)……………………………………………………………………………………………………………Pages 13-17

Quicken Loans Arena FAQs………………………………………………………………………………………………………Pages 18-19

Getting Started on Flash Seats (Buying/Selling/Transferring Tickets)...... ………………………Pages 20-23

Getting Started on StubHub……………………………………………………………………………………………………..Page 24

Monsters Hockey Club Information

• Full season membership • Includes all 38 regular season home games

• Half season membership • Includes 21 weekend regular season home games

• Those who have been members (season ticket holders) for 6+ consecutive years WITHOUT interruption to their membership.

• Those who have been members (season ticket holders) for 3-5 consecutive years WITHOUT interruption to their membership.

• Those who have been members (season tickets holders) for 1-2 consecutive years WITHOUT interruption to their membership.

Your Legend, All-Star, and Rising Star status will be assigned based on the current season. • If the 2018-19 season is your first year as a member, you have been categorized as a ‘Rising Star’ for the entire season and following season. • If the 2018-19 season is your third year as a member, you have been categorized as an ‘All-Star’ for the entire 2018-19 season.

*Your Monsters Hockey Club benefits may vary based on your tenure and/or membership status.

MHC Benefits Info

Members receive loyalty pricing (discounted single game tickets at their membership rate), based on your membership status and/or tenure.

NEW this year is the ability to buy additional tickets online with your membership discount!

• Legend and All-Star Members who continued their monthly membership payments without interruption received complimentary parking as part of the auto-enrollment program. • All complimentary and pre-purchased parking passes are valid at the Gateway East Garage. • There is a max of one (1) parking pass per account.

• Members who did not receive complimentary parking received an email with a link prior to the season to purchase discounted parking for the season based on availability. The Platinum and Gold Membership parking pass links are currently located on the MHC Member Page and will remain there through the week of the Home Opener. o Each account will only have access to purchase one (1) parking pass and October games were not included. o Pre-purchased parking passes are available on a first come, first serve basis and are not guaranteed to be available for every game. o Additional parking may not be available on Dual Event days (e.g. An Indians game at Progressive Field). o Parking is non-exchangeable and non-refundable.

• The Meet the Team Party is your first chance to meet the 2018-19 Cleveland Monsters. This annual party is the largest event of the season and is for all Platinum and Gold members. • The Meet the Team Party date will be held on October 16th, 2018 at Scene 75 in Brunswick. • Members will receive the same number of invites as the number of seats in their membership.

How Many Additional Events can I pick from? • All Members receive one additional Member event based on tenure: o Legend Members- 3 Events o All-Star Members- 2 Events o Rising Star Members- 1 Event

• Renewed Platinum Members have a $500 credit to use towards a suite or theater box. Renewed Gold Members have a $250 credit to use towards a suite or theater box. • Club and Founders Level Suites include: o 18 Tickets o 3 Parking Passes • Theater Boxes include: o 8 tickets o 2 Parking Passes • The Budweiser Penthouse suite is available on a limited basis. Contact your membership representative for details. o Suite and Theatre Box rental pricing varies based on the game schedule. Contact your Membership Development Specialist for exact suite rental pricing. o An initial payment of $100 is due to reserve our premium spaces. Final payment is due 1 month prior to the game.

• All stakeholders at Quicken Loans Arena have access to a presale for select shows and concerts. • Not all arena shows/concerts will have a Member Presale. These presales are controlled by the show/concert promoter and are subject to change. o If we are allotted presale access, Platinum and Gold members will receive a Q-Hotline email for online only presales before tickets go on sale to the general public. o An allotted amount of stage-side Huntington Bank Club Level seats are reserved for our Q- Hotline presales and will be sold on a first come, first served basis. • For suite rental information for all arena shows/concerts, please contact your Membership Development Specialist. Your membership suite rental discount cannot be applied to arena shows/concerts.

• All Legend (Platinum and Gold) and Platinum All-Star and Rising Star members have access to receive guaranteed giveaways. • If you miss a game that has a giveaway or arrive late and the giveaways at the doors have already been distributed, you can contact your membership representative to receive the giveaway using the guaranteed giveaway benefit. Usually guaranteed giveaways can be fulfilled at the next home game following a giveaway game. Contact your membership representative and stop by Member HQ (section 123 on the main concourse) to pick up your item. • Guaranteed giveaways do not include kids only giveaways.

• All Members receive a lapel pin and will be able to pick up the pin at one of the credential and member item(s) pick up opportunities.

Monsters Seating Chart and MHC Member Pricing Chart

Monsters Hockey Club Ticket Exchange Program

If you can’t make a date in your MHC Platinum or Gold Membership, you have the ability to exchange your tickets to any FUTURE home game(s) (based on availability). CLICK HERE to download step-by-step instructions on exchanging your future game tickets.

• Any future ticket exchange requests must be submitted at least 72 hours prior to the game for which you are adding the tickets. • You will not be able to sell exchanged tickets on Flash Seats or StubHub. • Once you have exchanged a ticket, it cannot be exchanged again. • All exchanges are based on the seating availability for the game you are moving the tickets to. • We will attempt to put your exchanged tickets in your normal section and/or price level, but all exchanged tickets are subject to being placed in Loudville pending available inventory. o Some price levels are more subject to being placed in Loudville than others based on the smaller number of available seats that exist in those price levels. o We encourage all members to submit their ticket exchange request(s) as early as possible. • All ticket exchanges will be on a ticket-for-ticket basis. No refunds will be issued for any difference in the value of the exchanged ticket(s).

• Due to the demand of our ticket exchange program we encourage all members to submit their exchanges online through Flash Seats. • Follow the step-by-step instructions on page 8 to transfer tickets.

• All MHC members have a dedicated Monsters representative to help them throughout the season. • Your service rep is available to assist, but you are also able to exchange your own tickets via Flash Seats. o By submitting your own ticket exchanges, it allows your request to go directly to the box office, allowing more time for your request to be processed.

• If you would like to exchange multiple games for the same game and/or would like all your exchanged tickets for a game placed together, please use the ‘multi transfer’ function when exchanging the tickets. Just click transfer like you usually would, and you can find the ‘multi- transfer’ button on that next screen. From there, select all the tickets you want to exchange and proceed with the instructions on page 8.

Step-by-Step Ticket Exchange Instructions

1. Select the game you would like to exchange and click on the corresponding TRANSFER button. 2. Select the SEAT NUMBERS you want to transfer. a. If you would like to transfer MULTIPLE GAMES… select ‘Multi Transfer’ 3. In the FIRST NAME field enter the DATE of the game you would like to exchange your tickets to ex: 11/23/18 4. In the LAST NAME field enter the OPPONENT of the Monsters for the game you would like to exchange your tickets to ex: Toronto Marlies 5. In the EMAIL field(s) enter the following address [email protected] 6. Message to Recipient: you may include any notes you would like for the box office to see. Ex. Place tickets as close to original tickets as possible. Aisle seat preferred. Platform needed. Etc. 7. Click the PREVIEW TRANSFER button 8. Read over the details of the transfer to ensure everything is accurate 9. Click the CONFIRM TRANSFER button

* It may take up to a week for your replacement tickets to be delivered to your account. You will receive an email from Flash Seats when the transfer is first initiated, and then you will receive a second email from Flash Seats when the new tickets are sent to your account. Monsters Hockey Club Ticket Allotment

In addition to the MHC Ticket Exchange Program, members will receive a ticket allotment based on their tenure and number of seats in their membership to use as extra tickets throughout the season.

LEGEND ALL-STAR Rising Star

3 Game 2 Game 1 Game Equivalent (Platinum Equivalent (Platinum) Equivalent (Platinum) and Gold) 1 Game Equivalent (Gold)

• Ticket Allotment vouchers can be redeemed using the same process as you would use for ticket exchanges. • Example: A Legend member with 2 seats in their membership will receive 6 vouchers.

MHC Member Digital Card

** PLEASE NOTE your MHC Credential Card will NOT provide you with a team shop discount. ALL MHC Members must download their DIGITAL CARD**

As a Monsters Hockey Club member, you will receive a discount at the Quicken Loans Arena Team Shop so you can keep up with the latest Monsters gear all year long! To receive your member discount at the Q Arena Team Shop you must download your membership digital card that you received via email at the end of September.

Your team shop discount is in correlation with your MHC membership level and/or tenure: • Legend Platinum and Gold Members receive 20% off • All Star Platinum Members receive 20% off • All Star Gold Members receive 15% off • Rising Stars Platinum and Gold Members receive 15% off

You may redeem your designated team shop discount percentage online or in the team shop:

• In Store: o Digital Card: (You must download your digital card to receive your team shop discount) ▪ MHC digital card and instructions on how to download will be delivered via email prior to the start of the season. ▪ Present your “MHC Digital Discount Card” at time of purchase along with a valid photo ID to be honored. A digital card will be emailed to the address on your MHC account.

• MonstersTeamShop.com: o Create an account using the email address associated with your Monsters Hockey Club Membership account and your discount will automatically be applied at checkout. To receive your discount, you must create and account and use the same email address that is listed on your Monsters ticket account.

The team shop discount will be good for the designated Monsters Hockey Club member only (Member whose name is on your Membership account). A photo ID must be presented to receive discount.

Your team shop discount is only valid for your membership year. Team Shop discounts deactivate following the conclusion of the season if you opt out of your membership. Current members will receive a new digital card each fall for the upcoming season.

Member Credential

Why do I only receive 1 credential with my membership? • Members receive 1 credential per account to make sure that only account holders have access to credentials. However, a secondary “wallet sized” credential is included with your lanyard.

I am a shareholder on the account- I pay for tickets too- why don’t I get a credential card with my name? • Only the main account holder will receive a credential and digital card- that is a benefit of being a Monsters Hockey Club member, unfortunately shareholders are not recognized in this regard. • If you are interested in receiving your own credential or digital card and your own MHC benefits, contact your Membership Development Specialist to begin an account as a brand-new member. • The credential and digital card has always been reserved as a benefit for the main account holder only as we are unable to fairly track secondary accounts holders, all family members or silent partners, etc.

What else does the credential do for me? • Your member credential and lanyard designate you as a Monsters Hockey Club member and serves as an access pass to your member benefits, including entry into member only events. • With your information provided on the credential, this helps your Membership Development Specialist access your account and answer any questions.

How can I get my credentials? • MHC Membership credentials will be available for pickup at the Monsters home opener on Friday, October 5th, Monsters Meet the Team party and all October home games. • If you are unable to pick up your credential at one of these games or events, your membership card will be mailed to your address on file on November 5th. • Member Gifts will also be available for pickup along with credentials starting on October 5th.

MHC Ticketing and Payment Info

How much have I paid towards my membership and how much is still due? • Please reach out to your Membership Development Specialist whom can provide you with your payment history and your remaining balance. • If you’d like to pay off your membership sooner, your Membership Development Specialist can help adjust your payment plan.

What if I just want tickets, not a membership? • In the past few years, the Monsters Hockey Club Membership program and its year-round engagement has replaced the idea of “season tickets”. You’re paying only for the “season tickets” and the extra benefits of the Monsters Hockey Club are no direct, additional cost to you.

What games do I get as part of my membership? • Platinum Members will have 38 regular season home games in their package. • Gold Members will have 21 regular season homes games in their package. Most of these dates will be our prime weekend games. Click here to view your games.

How can I upgrade or switch my seats? • We will have a Seat Upgrade and Relocation Day in the second half of the season after we go through the Re-enrollment process. Your current seating location will auto-renew in January. You will have the opportunity to see what new seats have become available for the next season and potentially change your seating location at this Seat Upgrade and Relocation Day. We will communicate information regarding this event via email sometime after the first re-enrollment payments on January 15th.

Are playoffs a part of my Monsters Hockey Club membership? • Platinum and Gold members have the first right of refusal to their membership seats for all home playoff games but are not required to purchase them. Renewed MHC Members will receive either a portion or all of the First Round of the 2019 Calder Cup Playoffs for FREE. • Members will receive additional information as it becomes available regarding post-season games and packages.

If I can’t make it to a game, what are my options? • Exchange your tickets to any remaining FUTURE Monsters home game(s). • Sell your tickets on Flash Seats. o Please refer to pages 20-23 for additional information on posting tickets for sale on Flash Seats • Sell your tickets on StubHub. (page 24)

Where/How can I sell my tickets? • Per your Monsters Hockey Club Membership Agreement form, any and all ticket resale transactions must be made exclusively though Flash Seats or StubHub. Any member who sells tickets or parking on other secondary marketplaces (examples: Ticketmaster, Craigslist, Ebay, Facebook etc.) are subject to their membership and tickets being revoked with no refund. • Refer to Flash Seats sales/transfer information on pages 20-23.

How can I give my tickets to friends/family? • All tickets and parking passes can be electronically transferred for free via Flash Seats to anyone with a Flash Seats account. Please refer to pages 20-23 for transfer instructions. • If a friend/family member does not already have a Flash Seats account, transferring them tickets or parking to their preferred email address will prompt them to create their own Flash Seats account. • All Flash Seats users can access their tickets using one of the following: o Flash Seats app – available for free download on iPhone, iPad, iPod, and Android devices o Card with a magnetic strip – Driver’s License, State ID, and credit card

I have money in my Flash Seats account, how do I access that money? • After you make a sale on Flash Seats, the money you earned will remain on your account until you choose to move it. You have two options after you click the EFT (Electronic Funds Transfer) button: o Transfer it to your Monsters Renewal Account. This will move this money back to the Monsters to go towards your total membership balance due. Please put in the notes your account number (if you have it available). o Transfer it to your bank account: You’ll need to input your bank account and routing information to complete this electronic transfer. o Both transfers take 7-10 business days to complete.

When can I opt out? What happens to my money? Can I opt back in before the season? • With your Monsters Hockey Club Membership, you can opt out at any time after your first membership season has been paid in full. Upon canceling your membership, you will no longer be responsible for any future payments, but the installment payments that you’ve previously made will remain on your account as a credit. Previous payments will not be refunded. • The installment payments that you’ve previously made can be used towards tickets to a mutually agreed upon Monsters game(s) at the Quicken Loans Arena in that membership calendar year. o Example: If you opt out in September of 2018, the money on your account is to be used by the end of December 2018. o In order to use this money on your account, you must contact your Membership Development Specialist ▪ Cannot be used on FlashSeats.com, online at TheQArena.com, at the box office, for food, beverage, merchandise, etc. • You are welcome to opt back into the Monsters Hockey Club at any time, based on availability, and will be subject to a new seating location and benefits. Your membership account tenure will then be reset back at year 1.

MHC Cheat Sheet

StubHub

What does the new partnership with StubHub mean? How can I use it?

New for the 2018-19 season, Monsters fans can now sell their tickets on StubHub in addition to being able to sell their tickets on Flash Seats. Your tickets will remain and live in Flash Seats, and you will still use your Flash Seats app or the credit cards/personal identification cards that you have registered in your Flash seats account to enter Monsters games. Flash Seats is still the primary ticket marketplace of the Cleveland Monsters, but this partnership with StubHub gives fans another option and opportunity to sell their tickets.

What if I have an issue with my StubHub listing?

Please consult the StubHub guide towards the end of this Survival Guide, or you can contact your membership representative for basic questions. If you need to contact StubHub for further customer support, they recommend going to their website and using their live chat feature for help.

I deactivated my StubHub listing, but now I can’t see my seats and they’re not back in Flash Seats, where did they go?

A common StubHub error is to deactivate a ticket listing rather than deleting it. If this happens, your tickets will not be available in StubHub or Flash Seats temporarily. If this happens to you, you will need to simply reactivate your tickets and then delete them to completely remove your listing.

Flash Seats

What are the tickets at the end of the season that don’t have a date?

If you have the ticket allotment included in your membership (pending tenure and type of membership), you will see these undated vouchers at the end of your list of tickets in Flash Seats. You can redeem these undated vouchers using the normal ticket exchange process to transfer them to the game you wish to use them for.

If my card expires and I update my card in Flash Seats, will that update it for my payments too?

No, updating a card in Flash Seats will not change anything as far as your scheduled monthly payments go. You will still need to contact your representative to update your card in our payment system.

MHC Benefits

How do I book a fan experience?

The booking process for MHC fan experiences began with the Extra Event and Fan Experience email that was sent to you on September 20th. You can submit your choices for experience(s) and game date(s) online through the link in the original email up until the deadline on October 5th. At that time, we will slot everyone into their experiences doing our best to give everyone one of their top choices. After the October 5th deadline and for the remainder of the season, you can contact your representative to pick from the remaining available options for game dates and experiences.

When can I exchange my jersey/fleece for a different size?

If you find that your member item (jersey or fleece) either doesn’t fit or that you ordered the wrong size, let your membership representative know as soon as possible. We will typically have extra items in most sizes and will do our best to make sure everyone is taken care of. Please do not wash or wear your original item and keep it in the bag if possible. We will look to swap your item as soon as we can.

How many people can attend MHC events with me?

The number of invites you receive for all member events is contingent on the number of seats in your membership unless otherwise noted. For example, if you have 2 seats you get 2 invitations.

How do I stay up to date on MHC events?

Other than our official emails and periodic updates from your membership representative, we have 2 new ways to stay up to date on MHC events and information this season. Please join the MHC Facebook page where will we post constant updates throughout the season. You can also check our new calendar of events on the MHC Member page of the website.

MHC Benefits (cont’d)

What is the RSVP process for the Additional MHC Events?

You will need to RSVP using both the link in the Additional MHC Events email that was sent on Thursday, September 20th and then also RSVP through the official invitations as we get closer to each event.

Your first RSVP is basically pre-registering for the event(s) you wish to attend and will put you on the email list for when we send the actual invitations closer to the time of each event. You will still need to RSVP through the official invitation that you will receive closer to each event.

How do my benefits work if I have seats at different tenure levels from adding a new seat this year?

While you will pay the Rising Star price for that new seat for this season, we will honor your regular tenure for other benefits such as the ticket allotment and number of invites to additional events.

For example, if you are a Legend member who had 2 seats and this year you added a 3rd seat, you are a Legend member with 3 seats in your membership when it comes to your benefits.

New Premium Spaces

What is the price of a suite?

Our newly-renovated suites do differ in price from game to game based on the popularity of each game. All renewed MHC members will be able to use their premium credit towards our suites as well as several other new premium options for the 2018-19 season. Contact your membership representative for availability and/or consult the Premium Credit portion of the MHC Benefits Information section.

If I have Chairman’s Club or Westfield Champions Club access with my tickets, where do I find what the menu is for each game?

We update the menus for each homestand on the MHC Member page. Usually these will be updated a few days before the first game of the week/homestand.

New Premium Spaces (cont’d)

Why are there no lounge vouchers anymore?

As part of the Q Transformation, our premium lounges were renovated and the way we use them was re-evaluated. With the number of members who currently have access to our 2 all-inclusive lounges (the Westfield Champions Club and the Chairman’s Club) we do not feel we have the available capacity to sell lounge vouchers this season. Being an MHC member does however give you the ability to purchase tickets in these areas that include the food and beverage access based on availability.

Ticket Exchanges

I submitted an exchange and received an email from Flash Seats saying the exchange was successful, but I don’t have the new tickets. Where are they?

When you complete a transfer request or a ticket exchange, you will receive an email from Flash Seats saying that you transferred tickets successfully. The ticket exchange will not happen instantly, however, as the Box Office will still need to process your request. Usually within a few days you will receive another email from Flash Seats saying that tickets were delivered to your account at which time you will see the exchanged tickets.

Can I exchange my parking passes?

Complimentary or purchased season parking passes are not able to be exchanged to games where a parking pass is already present. Due to space limitations and pre-determined pass allotments for members parking in the East Garage, we are unable to give more than one pass per account for a given game. Additional paid parking passes can be purchased based on availability at the member discounted rates ($5 for Platinum, $8 for Gold). Single game parking passes, like single game tickets, are never able to be exchanged.

Why can’t I exchange or sell my exchanged tickets?

When we exchange your tickets, we are really giving you a complimentary ticket(s) for the game of your choice. In Flash Seats, complimentary tickets are not able to be sold or exchanged again. You can however still transfer any exchanged tickets to family and friends for free.

Team Shop and Discount

How can my partner/spouse use our team shop discount?

Spouses/partners should be able to use the team shop discount without the primary account holder if they are able to present a photo ID and your MHC account number.

Does our Team Shop Discount work for non-Monsters items?

Yes! Your team shop discount will work for any item in the team shop including Cavs purchases. Please note that from time to time the team shop will carry items from an outside vendor and will be unable to offer the discount on those items.

Do I need to re-download my digital card if I renewed my membership and I had a digital card last year?

Yes, each season we must cancel and then re-generate a new membership digital card. All members will have to download the 2018-19 version of the digital card even if they’ve had one in the past.

Quicken Loans Arena FAQs:

What can/can’t I bring to the Quicken Loans Arena? • Creating a safe and secure environment for all of our guests and employees is a high priority at Quicken Loans Arena. It is our responsibility to make sure the people who spend time at this facility are safe and secure. We will take the necessary measures to provide an environment where our guests can have a good time without concern. • Quicken Loans Arena security personnel reserve the right to determine the method of security checks as deemed necessary including the use of metal detectors, the search of jackets, clothing and other items.

What you are NOT permitted to carry into Quicken Loans Arena? • No video recorders, audio recorders, or other similar electronic devices. • No signs, posters or messages on any garment with explicit language, profanity, or derogatory characterization directed toward any person. • Determination of appropriate messaging is at sole discretion of The Q. • No laser pointers or whistles. • No backpacks, large bags, or sealed packages of any kind (including gifts for performers). • No bottles, cans, or coolers. • No outside food or beverages. Exceptions are made for medical reasons, baby food and reasonable children’s snacks (crackers, raisins, juice boxes, etc.). • The use of any outside noisemaker is prohibited in the arena. • Any professional camera device with a lens larger than 6 inches. • In accordance with the Ohio’s “concealed carry” law and the right for private entities to ban handguns on their premises, firearms and other weapons of any kind are strictly forbidden on the premises of Quicken Loans Arena.

What you ARE permitted to carry into Quicken Loans Arena? • Purses and diaper bags are permitted and will be inspected by security. • Binoculars and cell phones are permitted and subject to security inspection. • Cameras will be inspected at designated turnstiles and must be 35mm or less, disposable, or digital with a lens no more than 6 inches in length and 4 inches wide across the lens (anything greater than this is considered professional equipment and is not permitted inside The Q).

What is the age requirement before I need to purchase a ticket for a small child? • Children under the age of two do not require a ticket for a Quicken Loans Arena event. However, they cannot occupy a seat and must remain on a ticket holder’s lap for the duration of the event. Children two-years-old and older require tickets for admission to the arena.

Is there a designated smoking area for the Quicken Loans Arena? • Smoking is prohibited within the Quicken Loans Arena. • There are smoking sections located outside of sections 106 and 118. • Smoking is also defined to include any and all electronic cigarettes or e-cigarettes.

Where is First Aid located? • There are two First-Aid stations in Quicken Loans Arena staffed with registered nurses. • Main Concourse near Section 121 and on the Upper Concourse near Section 220. • On site for all events is a paramedic unit from the City of Cleveland. If you are in need of medical attention, please notify a Quicken Loans Arena Guest Services Representative. The Quicken Loans Arena staff is trained to call for immediate response and assistance in emergency situations.

What time do doors open on a game day? • Doors open 1 hour and a half prior to puck drop for all Monsters games during the Q Transformation.

Where can I go with any issues/questions on game days? • Please visit our Membership Headquarters at Section 123 on the main concourse to speak with a Membership Development Specialist concerning any issues or questions. • Membership Headquarters will remain open through the end of the second intermission for every game.