Help / Issues in the stadium

Your concern

I have a problem inside the stadium and need help.

General

Of course, we want to be there for you in every situation. Here we have summarised the most important offers of help.

Questions & Answers

My mobile phone is empty, can I charge my smartphone somewhere or buy an external battery or a power bank?

On the 1st floor of the BVB FanWelt is the Melitta coffee stand. At the tables of the café you can charge your mobile phone wirelessly (by induction).

Is it possible to propose in the stadium?

Please understand that due to the large number of requests and for organizational reasons, a marriage proposal during a match or on a match day is not feasible.  

It is possible to implement a marriage proposal as part of a BVB stadium tour. Please contact the colleagues at BVB Event & Catering GmbH at event@bvb.de. In addition, it is possible to get married in the most beautiful stadium in the world! You can find more information about this on our BVB-Homepage.  

I have lost a child or another person, who can I contact? 

If you have lost a child or another person, you can contact the security service or volunteers at any time. They will initiate everything else. 

You can recognize our stewards by their red shirts, the volunteers wear orange jackets:

I am being threatened, who can I contact?

Do you feel insecure, threatened or harassed? Need help or support? Then ask for "PANAMA".

What does "PANAMA" mean?

With the question "Where are you going to PANAMA?", all people who feel uncomfortable or unsafe, harassed or harassed in a situation in the stadium can get help in a simple and uncomplicated way. E.g. in case of malaise, excessive demands, discrimination, threats of violence, (sexual) assaults, etc.

• "PANAMA" is an offer of help for everyone in the stadium!
• With the question "Where do you go to PANAMA?" or the code word "PANAMA" there is no need for further explanation!
• All employees in the stadium can be addressed!
• Direct help is provided without questions and evaluation!
• There are different offers of help adapted to the situation!
• The people seeking help decide for themselves on the type of support!
• Those seeking help can withdraw to the PANAMA room in the stadium if they wish!

Why does "PANAMA" exist?

The "PANAMA" concept was established to strengthen the fans' sense of security in the stadium. Asking strangers for help in a threatening situation requires courage. The inhibition threshold for asking for help is lower with the code word "PANAMA" and makes it easier to ask for help.

You can...

• at Team PANAMA,
• with the security service,
• with the service staff at the kiosk or the mobile service staff,
• with the volunteers,
• with the paramedics,
• with the fan representatives
• and the fan project

ask for "PANAMA". The staff will help you.

What does this help look like?

• Are you in a situation where you don't feel well, are insecure or are harassed? At your request, we will first get you out of the situation.
• We can accompany you to our PANAMA room. There you can rest and get help from the psychosocial emergency care providers of the DRK.
• We can also accompany you directly to the first aid room.
• We can call your friends.
• If you want to leave the stadium, we will also accompany you.
• Would you like to file a complaint with the police? We also support you in this.

We tailor the offer of help to your needs and wishes. Nothing happens without your consent!

Would you like to contact us after the game? Feel free to write to us and we will get back to you as soon as possible. 

Team PANAMA

The PANAMA team takes care of affected persons and consists of trained employees of the security service. Team Panama is on duty from the opening of the stadium to the closing of the stadium and is always available for you during this time.

PANAMA ROOM

A room has been set up in the stadium where those seeking help can retreat, where they can take a deep breath and, if desired, receive further help. The room is cared for by psychosocial emergency care providers of the DRK, who take care of the people seeking help on request. 

I have lost valuables such as keys or mobile phone in the stadium, where can I find a lost property?

In SIGNAL IDUNA PARK there is a lost property office under the north stand. Items found on the day of the match are handed in here. You can also call 0231-90201453 during or immediately after the game if you have lost something. Lost items can be picked up directly at the lost property office on the day of the match. Items that have not been collected on the day of the match will be brought to the Borussia Dortmund office (Rheinlanddamm 207-209, 44137 Dortmund). Found identity cards will be sent by Borussia Dortmund to the address noted on the identity card.

I feel badly treated by the security staff or other employees, who can I contact? 

We are sorry that you feel badly treated. Please send us an e-mail to service@bvb.de and describe the circumstances. 

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