The buggy service was a god send as I have breathing difficulties. It's a pity it couldn't get any closer than it did as that would have been an even greater help. 1st time in Club last year, really e... See more
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Had a great day at Sandown, excellent 80`s music on after racing , shame the end spoilt a lovely day . Bought a round of drinks just before the music finished , once the music was over staff instant... See more
Company replied
Booking tickets for the Christmas meeting at Cheltenham, we accidentally booked for both days instead of just the Saturday meeting. Being in Australia we thought it might've been an issue sorting our... See more
Company replied
Signed up months ago because it said discount on race tickets and iv NEVER had anything of a discount. I go to Haydock park nearly every time theres racing and book through the jockey club and earn li... See more
Company replied
Company details
Written by the company
The Jockey Club is the largest commercial horse racing organisation in the United Kingdom.
Contact info
21-27 Lambs Conduit Street, WC1N 3NL, London, United Kingdom
- 02076111800
- info@thejockeyclub.co.uk
- www.thejockeyclub.co.uk
3.7
Average
145 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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The buggy service was a god send as I…
The buggy service was a god send as I have breathing difficulties. It's a pity it couldn't get any closer than it did as that would have been an even greater help. 1st time in Club last year, really enjoyed it. That's why we're returning this year. Can't wait!!
November 15, 2025
Unprompted review
Reply from The Jockey Club
Thank you so much for your lovely feedback! We’re really pleased to hear that the buggy service was such a great help, and we appreciate your comments about getting closer to your destination. We’ll certainly take this on board.
It’s fantastic to hear you enjoyed your first experience in the Club last year and that you’re returning this year. We can’t wait to welcome you back and hope you have another fantastic time!
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Messed up my order for racing tickets…
Messed up my order for racing tickets and the contact centre swiftly resolved and refunded me. First class customer service.
August 12, 2026
Unprompted review
Reply from The Jockey Club
Thank you so much for your kind feedback! We’re delighted to hear that our contact centre team was able to resolve the issue swiftly and arrange your refund. We really appreciate your patience and your lovely comments about our customer service. We hope to see you again soon!
Tickets
Thank you for your reply I forgot about the badges. I was a little worried about them arriving in time as the post is over the place. Excellent service as usual
June 29, 2026
Unprompted review
Reply from The Jockey Club
You're very welcome! I'm glad they arrived in time. The postal service can certainly be a bit unpredictable at times! Thank you for your kind words and continued support – it's always a pleasure to help.
A very British Event
There were six coaches from the Civil service Club. The weather was terrible as predicted. On arrival we were informed that the erection of gazebos, was not allowed on health and safety grounds. We were informed that we could eat and drink on the coach. There was no provision of cover from the incompetent Jockey Club. A very British event. Did I mention I paid £280 for my day in the rain.
June 6, 2026
Unprompted review
Reply from The Jockey Club
Good Morning Barry,
Thank you for your feedback. We’re really sorry to hear about your experience.
We appreciate how disappointing the weather conditions were on the day, and understand how this would have impacted your enjoyment, particularly given the size of your group and the cost of your visit. The restrictions around gazebos were in place for health and safety reasons, but we’re sorry this left you feeling there was insufficient shelter available.
This is not the standard of experience we aim to provide, and your comments will be shared with the team to help us improve for the future.
Best Wishes
The Jockey Club Customer Services Team
As others have stated
*update*
Got a full refund via my credit card company. Even they said they dont know why they did not refund as it was clear that consumer rights override their Ts&Cs... so to anyone else who had the race cancelled either claim through your CC or bank!!! Don't let companies rip you off!
As others have stated, they have cancelled the racing on the 20th of June due to the fact they cant fix a hole in the ground that's been there for some time! they are refusing a refund and giving back a messily 10% due to the Cr@p concert that's on latter... they seem to think their terms and conditions overrule the law of the land (in this case consumer rights act) the fact they have cancelled the event (the horse racing) which would be the entire reason for going to a race course. means they have broken contract.... So as usual with these companies contacted my credit card company to freeze the payment and looking in to using MCOL yet again to claim my money back.
** In Response**
Firstly its not a interpretation of the consumer rights act its the actual Fact of it. Just to Add I am adept with the Act and have used it in multiple incidents where unscrupulous companies try to rip off consumers. Also I have had it confirmed by citizens advice in this instance as well!
No one is arguing regarding the safety of the animals, this should ALWAYS be the first and foremost concern! What this is about is a company not refunding money for an event that has been for all intense and purposes cancelled.
Just to add I have been in contact with your "Customer service" and have just been met with obstinance. It should be a simple transaction. the event has been cancelled, regardless of the reason the contract has been changed or can not fulfilled therefore a full refund should be offered!
June 11, 2026
Unprompted review
Reply from The Jockey Club
Good Morning Mick,
Thank you for your feedback. We’re sorry to hear how strongly you feel about this situation.
Racing was cancelled due to safety concerns, which unfortunately are outside of our control, and we understand how disappointing that is if this was the main reason for your visit. We also recognise your concerns regarding refunds and your interpretation of consumer rights.
We take feedback like this seriously and would welcome the opportunity to discuss it with you directly. If you haven’t done so already, please feel free to contact us at contact.centre@thejockeyclub.co.uk so we can review your case in more detail.
Best Wishes
The Jockey Club Customer Services Team
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Booked to go to the races on 20th June
Booked to go to the races on 20th June, just so happens a concert is on. Just been informed the racing is cancelled due to a hole on the course and all that is being offered is 10% = £5 back - the handling fee. Normal race day entry is more than this. Apparently this is in the t&c's which werent clear and obvious. Clearly dont care about the punters there for the racing - wont be heading back here again.
June 10, 2026
Unprompted review
Reply from The Jockey Club
Good Morning,
Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and understand how frustrating this must have been.
We understand how frustrating it must have been to have the racing cancelled, especially if that was the main reason for your visit. While the decision was made for safety reasons, we appreciate this doesn’t lessen the impact on your experience.
We’re also sorry that the compensation and terms were not clear or met your expectations. Your comments have been noted, and we’ll review how we communicate this information going forward.
Best Wishes
The Jockey Club Customer Services Team
I live in the USA and communicating can…
I live in the USA and communicating can be a bit difficult. The Jockey Club staff is always incredibly responsive and helpful.
May 8, 2026
Unprompted review
Reply from The Jockey Club
Hi Jacqui,
Thank you so much for your kind words, we really appreciate you taking the time to leave this review.
We understand that communicating internationally can sometimes be challenging, so it’s especially great to hear that our team has been able to support you effectively and respond promptly. Providing helpful and attentive service to all our customers, wherever they are, is something we take great pride in.
We look forward to welcoming you again soon and continuing to assist wherever we can.
Best Wishes
The Jockey Club Customer Services Team
Signed up months ago because it said…
Signed up months ago because it said discount on race tickets and iv NEVER had anything of a discount. I go to Haydock park nearly every time theres racing and book through the jockey club and earn like 1% which is absolutely pointless. Why is it that students and age 18-24 get 50% off but loyal customers get nothing at all? Would of expected some kind of discount off tickets as a good customer, but nothing at all.
May 3, 2026
Unprompted review
Reply from The Jockey Club
Hi Andrew,
Thank you for taking the time to share your feedback, and we’re really sorry to hear that you feel disappointed with your experience.
Haydock Park operates a best-price-first approach whereby customers are encouraged to purchase early to take advantage of up to 25% off raceday prices. Alongside this, select promotions will be offered to customers on an ad hoc basis, and we’d always encourage customers to check their emails from us for further information when it’s forthcoming, as this is how we communicate any exclusive offers or discounts.
We do appreciate your loyalty in attending regularly, and we understand your frustration regarding discounts and rewards. Feedback like yours is valuable and helps us review how we recognise and reward our returning customers.
Best Wishes
The Jockey Club Customer Service Team
really friendly interaction and…
really friendly interaction and earlybird order problem sorted satisfactorily
April 17, 2026
Unprompted review
Reply from The Jockey Club
Hi Richard,
Thank you for your kind feedback!
We’re really pleased to hear that you had a friendly interaction with our team and that your early bird order issue was resolved to your satisfaction. Providing a smooth and supportive experience is always our goal.
We appreciate you taking the time to share this and look forward to helping you again in the future.
Best Wishes
The Jockey Club Customer Services Team
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Had a problem with ticket not turning…
Had a problem with ticket not turning up in post, contacted jockey club contact centre by e-mail had reply within 24 hours and problem sorted immediatly
February 26, 2026
Unprompted review
Reply from The Jockey Club
Good Afternoon,
Thank you for taking the time to share your experience with us.
We’re really pleased to hear that our team was able to resolve the issue with your ticket quickly and efficiently. Providing prompt responses and putting things right as soon as possible is something we always aim for, so it’s great to know this made a difference for you.
We truly appreciate your feedback and hope you enjoy your upcoming visit.
Best Wishes
The Jockey Club Customer Services Team
Totally recommend.
Really helpful and speedily rectified the error I made in my booking. Totally hassle free and prompt assistance.
February 21, 2026
Unprompted review
Reply from The Jockey Club
Hi Kathy,
Thank you so much for your lovely feedback!
We’re delighted to hear that our team was able to quickly resolve the booking error for you and make the process hassle-free. Providing prompt and helpful support is something we always strive for, so it’s great to know we met your expectations.
We really appreciate your kind words and look forward to assisting you again in the future.
Best Wishes
The Jockey Club Customer Services Team
Very efficient response
January 12, 2026
Unprompted review
Reply from The Jockey Club
Hi Mr Hulston,
Thank you for your kind feedback! We’re really pleased to hear that you found our response efficient; it’s always our aim to provide quick and helpful support.
We appreciate you taking the time to share your experience and hope to assist you again soon.
Best Wishes
The Jockey Club Customer Services Team
Poor customer service
I ordered 3 packages for New Years Day comprising 15 tickets/vouchers costing total of £250. When the packages arrived one of the vouchers was blank - it should have been a £5 food and drink voucher. This should have been obvious and the issue should have been picked up prior to despatch.
I phoned the customer service desk on 23 December.
Call 1. After speaking to a customer service adviser I was told they would speak to despatch. I then got cut off.
Call 2. I spoke to an adviser who put me back to the first adviser who said I should send photographic evidence.
Took photos of the tickets received as requested. Email sent 23/12 and I got a reply the same day saying "we will get that put in the post".
After the post was delivered today there was no sign of the voucher.
Call 3 - I rang - got through and was immediately cut off.
Call 4 - I rang and was told I would be put through to Cheltenham racecourse whereupon the call went through to voicemail(!)
Call 5 - I rang again was put through to Cheltenham again where I was told that "it would be sorted out for you" if I come to a particular entrance on arriving at the course.
So in summary so far no voucher, quite a bit of time spent on the phone, email and taking photos, further inconvenience tomorrow and no acknowledgement of any of this.
December 31, 2025
Unprompted review
Reply from The Jockey Club
Thank you for taking the time to detail your experience. Please accept our sincere apologies for the inconvenience, frustration, and time you have had to spend resolving this matter. This is clearly not the level of service we aim to provide.
We are very sorry that one of the vouchers in your New Year’s Day package was dispatched blank. This should have been identified prior to despatch, and we fully accept that this error occurred on our part.
Your feedback has been shared with both our customer service and despatch teams so that this issue is reviewed and prevented in future.
Thank you for your patience, and we hope you still enjoyed your visit despite this experience. Should you need any further assistance, please contact us directly and we will ensure your enquiry is handled promptly.
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You are NOT entitled…..you do not belong in here!
Thanks to Cheltenham races, these words stained what was meant to be a family celebration to mark my father’s 70th birthday.
Having spent a considerable amount of money at a charity auction to obtain 6 tickets that promised an unforgettable ‘day at the races’ experience which included reserved seats overlooking the winning post & members lounge assess with ample seating; we arrived via the At the races steam train and entered the racecourse excited by the day ahead. Arriving at the members lounge over 2hrs before the 1st race, I was gobsmacked to see every chair and table available was already occupied (so much for ample seating 😳). Thankfully, one of the young ladies assisting at the bar brought a couple of chairs so my parents could sit down. After about 20mins we were approached by a very rude member of staff (Kate N) who said we couldn’t sit there and that we had to move. She then proceeded to say that because we didn’t have a metal badge, we were not allowed in the lounge and we had to leave. When I tried to explain our position she raised her voice and said…..’ you are NOT entitled to be in here, these people have paid a lot of money to be members and you do not belong here’. My parents were visibly shaken and embarrassed so we escalated the issue to her supervisor. After about 30mins of uncertainty, we were then told that actually we were able to be in the lounge.
Having visited Cheltenham races many times, this visit left me feeling appalled by the rude, unhelpful and arrogance of certain staff who seem to go out of their way to spoil the day of the guests.
Cheltenham races needs to look very carefully about how it treats its customers and ensure that the staff they employ deliver a customer centric experience as opposed to an arrogant, self-importance fuelled ego that ruins the experience for all. I’m sorry to say, this will be my last visit to this course 😢
November 14, 2025
Unprompted review
Reply from The Jockey Club
Thank you for taking the time to share your feedback, and I’m genuinely sorry to hear that what should have been a special celebration for your father’s 70th birthday was overshadowed by the experience you described. This is certainly not the level of service or hospitality we aim to deliver, and I fully understand how upsetting and disappointing the situation must have been for you and your family.
Your comments regarding the seating arrangements, the confusion around access, and particularly the behaviour of the staff member involved are very concerning. Experiences like the one you’ve described fall well below our expectations, and we appreciate you bringing this to our attention so it can be reviewed and addressed appropriately.
To allow us to investigate this in more detail and follow up properly, please could you email the team directly at cheltenham.reception@thejockeyclub.co.uk. Once we receive your message, we will be able to look into the matter further and respond accordingly.
Thank you again for letting us know, and I’m truly sorry for the impact this had on such an important family occasion.
Ellie was very helpful in arranging for…
Ellie was very helpful in arranging for my ticket to be available for collection at Cheltenham racecourse.
November 14, 2025
Unprompted review
Reply from The Jockey Club
Thank you so much for taking the time to share your lovely feedback about Ellie. We’re delighted to hear she was able to help and that you had such a positive experience.
I’ll be sure to pass your kind words on to her — they’ll mean a great deal. We really appreciate your support and hope to welcome you back again soon!
First class service
I was disappointed when the races had to be cancelled but the response to my request for an alternative date to that offered was extremely positive and prompt. As it was to be special day out for a grandson all was rescued thanks to your first class service.
October 24, 2025
Unprompted review
Reply from The Jockey Club
Thank you so much for your kind feedback. We’re really sorry the races had to be cancelled and understand how disappointing that must have been, especially with a special day planned for your grandson.
I’m delighted to hear that the team were able to assist quickly and find an alternative date that worked for you. It’s wonderful to know the day was saved, and your appreciation truly means a lot.
We hope you both have a fantastic time at the rescheduled visit, and we look forward to welcoming you soon!
Had a query regarding betfair chase…
Had a query regarding betfair chase tickets. I received a very satisfactory email which put me at ease. Thank uou.
September 10, 2025
Unprompted review
Reply from The Jockey Club
Thank you for taking the time to share your feedback. We’re really pleased to hear that the response to your Betfair Chase ticket query was helpful and gave you peace of mind.
If there’s anything else you need, we’re always here to help. Thank you again!
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End spoilt a lovely day
Had a great day at Sandown, excellent 80`s music on after racing , shame the end spoilt a lovely day . Bought a round of drinks just before the music finished , once the music was over staff instantly scuttle you out like cattle ,being told to move on we closed now & rushed towards the exit . We just wanted to relax & finish our drinks . The jockey club need to review there policy on how they treat customers when the event is over
August 30, 2025
Unprompted review
Reply from The Jockey Club
Thanks for sharing your feedback. We’re really glad to hear you enjoyed your day at Sandown and the 80’s music after racing. We’re sorry to hear the end of the evening left you feeling rushed – that’s not the experience we want for our guests. We’ll make sure your comments are passed on to the team, as we’re always reviewing how we can improve the way we look after customers when events finish.
Quick and efficient response to a…
Quick and efficient response to a ticketing issue -much appreciated
September 2, 2025
Unprompted review
Reply from The Jockey Club
Thank you for your kind words! We’re so pleased we could resolve your ticketing issue quickly and efficiently. Your feedback means a lot to the team.
Ticket pronlem
I had a difficult problem with tickets. The customer service agents responded quickly and went the extra mile to solve my problem
August 27, 2025
Unprompted review
Reply from The Jockey Club
Hi Tony,
Thank you so much for your kind words! We're really glad to hear that our customer service team was able to assist you quickly and go the extra mile to resolve your ticket issue. We know how frustrating those situations can be, so it's great to know we could make a difference.
If you ever need help again, we're just a message away!
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