Help and Issues

Your concern

I have a problem in or outside 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.

Links

You can also find more information on this topic here:

•  Panama

Questions & Answers

I'm having problems with my tickets.

If you have any problems, please visit one of the clearing houses. Our clearing houses always open at the same time as the stadium. There is one clearing house on the south side and two on the north side (navigate to clearing house North-East, North-West, South-East).

I got injured, lost or something like that.

On the stadium forecourt north and at the south entrance there are stewards and volunteers who you can contact at any time. They will arrange everything else. You can recognize stewards by the orange vests or red jackets. Volunteers wear orange jackets. Alternatively, you can always contact the local police forces, who can contact paramedics.

I have lost a child or another person. 

If you have lost a child or another person, you can contact the security service and 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 threatened, harassed or feel insecure.

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

What is that?

• "PANAMA" is an offer of help for all people
• The question ‘Which way to PANAMA?’ or the code word ‘PANAMA’ needs no further explanation
• All employees in the stadium can be approached
• Direct help is provided without questions and evaluation
• There are different offers of help adapted to the situation
• Those seeking help decide for themselves on the type of support they receive
• Those seeking help can withdraw to the PANAMA room in the stadium if they wish

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.

Who to contact? The following people can help:

• Team PANAMA
• Security service
• Service staff at the kiosk and mobile service staff
• Volunteers
• Paramedics
• Fan representatives
• Fan Project

How is help provided?

• At your request, we will first get you out of the situation.
• We can accompany you to the PANAMA room. There you can rest and get help from the 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!

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

Any questions? Your feedback helps us to make this site better.