Ask us a question...
We completely understand that no one likes additional fees but in our commitment to providing top-drawer customer service, we can at least explain them openly and honestly.
Our goal is for every customer in to get the very best experience - naturally this requires a fair bit of resource.
The booking fee we charge applies to all tickets, including those purchased in person and helps fund the running of our box offices all year round, investment in ticketing technology, fraud-checking and security, hardware, staffing, IT, customer service, enabling 24-hour customer service support, and a whole lot more besides.
Such fees are now commonplace when buying tickets to live music, theatre and other events - as such, our costs are always calculated in line with industry standard, and broken down in detail for you before you buy. We appreciate your understanding.
We charge a per ticket venue restoration levy. This levy assists in preserving our venue and improving the audience and artist experience. The restoration levy is £1.25 per ticket.
Annoying, we know, but it normally means that all tickets are gone. Keep an eye on the event though, occasionally a few become available nearer the time. Follow our various social media channels to get the announcements as soon as they happen.
As tempting as it might be to buy one, touted tickets don’t help fans, artists or venues – and there’s a chance it might be invalid which would mean we couldn’t let you in. So sticking to reputable sellers is best for everyone.
Also a lot of acts are now requiring cardholder names on tickets and ID checks upon entry to the venue - if you buy a ticket with someone else's name on it, for one of these events, the cardholder will have to go with you!
Hard to say. If it’s not from a legitimate source, it could still be cancelled on the day of the show, so – and sorry if this sounds a little dull – we recommend sticking to the official outlets.
Also, a lot of acts are now requiring cardholder names on tickets and ID checks upon entry to the venue - if you buy a ticket with someone else's name on it, for one of these events, the cardholder will have to go with you!
They’re allocated according to space, so depending what you bought, you may have to stick to your assigned area. Check with the security team on the night.
Refunds only apply to shows that get cancelled or rescheduled, so ‘I changed my mind about going’ or ‘they didn’t play my favourite song’ sadly isn’t going to cut it.
We can only take tickets back for re-sale if an event is entirely sold out & you bought through our official box office. A small fee may be charged. Contact us to enquire.
They get sent out no less than three days before the event, but if you’re concerned about wayward tickets, get in touch with your ticket agent and have all your booking details to hand. Don’t forget to check your spam folder as well if you’ve booked using Ticketfast. Most ticket agents have tracking facilities on their websites - for example Ticketmaster has MyTickets.
A copy of the booking confirmation, ID and the debit or credit card you used to buy them.
Just bring a letter of authorisation from whoever booked them for you, stating your name, the booking reference and the last four digits of the card they used to buy them.
Important - The only difference to this, is when the artist has requested cardholder names on tickets and ID checks upon entry to the venue - if you have a ticket with someone else's name on it, for one of these events, the cardholder will have to go with you!
Potentially, but it's always best to check. Occasionally some events might need you to prove with photo ID that you're the person named on the actual ticket.
Get in touch with whoever you booked with straight away - they can usually arrange replacements. Sadly, there's not much the venue can do.
If you book with Ticketmaster, Ticketfast is their official email delivery method. You'll get two emails - one confirming your order and a second with a PDF attachment of your ticket - you'll need to print these off before you come to the show (and don't forget to print your friends' tickets too, if you booked more than one). We have no objections to double-sided printing so long as the barcodes are clear and both patrons attend together.
Currently, because we have to scan everyone's ticket, you have to print off your PDF ticket and bring it to the show. Don't forget to check your spam folder if you're worried that you haven't received it, and remember to print each ticket if you have more than one.
Yes - our Circle/Balcony is always seated, unlike the Stalls.
It's best to always check the door times so you don't miss out. We'll do our best to have opening times and information up on our website and social channels, too.
For standard gigs we don't 'close' the doors at any point, but some comedy shows can have a latecomers policy so always best to check.
Remember - today's support acts are tomorrow's headliners!
The stalls are downstairs in the auditorium. They can be either seated or standing depending on the show - if you see "GA" on your ticket that stands for 'General Admission' in the standing area. You'll find plans in our Gallery.
We'll have a limo waiting... Well, maybe not, but do check with the ticket agent when you book and they will provide you with details on what's included.
Whenever possible, we'll have a separate queue, just for O2 customers. Up to three of your mates can join you too, regardless of their phone network. Our staff, and O2 Angels, will help guide you through. Just look out for the Priority Queue banners by the main entrance and make sure you've downloaded the Priority Queue code from the Priority app (look under 'Entertainment' -> 'Venue offers').
If you're an O2 customer, you can use our cloakroom for free! If you haven't got it, just search Priority in your app store, you'll find the offer under 'Entertainment -> Venue Offers' or look out for an O2 Angel who can help with all of our offers.
Some of our box offices, but not all, have a mic, speaker, induction-loop system and lowered counters. Our staff will happily assist with anything they can though, so best to check our Access page and find out what's where at each of them.
As many of our venues are listed, many built in the early 1900s, we unfortunately do not have a lift service at all of them, but do check the Access page of the venue you're visiting to find out what's where at each of them.
There are toilets throughout the venue, and some of our venues have a dedicated, key-accessible toilet. Please check our Access page before your visit for more information. Staff will happily assist if needed.
Yes, so it’s always best to check in advance as it can range from ‘14s and over’ to ‘under 14s must be accompanied by an adult’, to ‘strictly over 18s only’ and so on. Our venues have a seated balcony - so for anyone under 14, you’re advised to book those please. Anyone younger, especially 8 years and under, it’s not advised, so please check the event before you buy and if you’re not sure, just get in touch. More details on age restrictions can be found in Venue Info and the age restriction will always be listed under the Event Info tab on the Ticketmaster event page.
Sometimes, yes, but it depends on the event. So please check the age restrictions when you book.
We prefer a full or provisional driver’s licence or a PASS card as ID, and a valid passport is fine. Any fake IDs will be confiscated, sorry.
All timings are subject to change at short notice so please check back on the day. Most venues will post running times in the afternoon via social media.
We’ll always keep you up to date on times and curfews if they’re out of the ordinary for seasoned gig goers (7pm - 11pm) on our website and social channels.
We have a cloakroom where we charge a small fee per item (although O2 customers can use it for free, to find out how click here). Obviously, the earlier you get there, the less busy it will be, but as long as you hold on to your ticket then it’s easy to get your stuff back. Maybe don’t come with your entire worldly possessions, though, it could take a while… but in all seriousness, please try and travel light as cloakroom facilities are limited, so if you really need to bring a bag, please make sure that it is small (laptop size or small handbag).
Sorry but no, and this includes chewing gum & drinks bottles. We have bars, snack food and free drinking water available. Any bits you think you think you really need to bring for health purposes, just get in touch.
There is no cash point available but most bars accept card payments – and now Apple Pay.
Certainly not inside the venue – that’s the law! But staff will direct you to a dedicated smoking area and can advise on times it’s open from and to. Make sure you’re of legal age to do so, obviously.
Not inside the venue, no. Staff will direct you to a dedicated smoking area and can advise on times it's open from and to. Make sure you're of legal age to do so, obviously.
‘Fraid not, sorry. Crowd-surfing, drink-throwing, illegal smoking and other such things are likely to result in us bidding you goodnight and ejecting you from the venue… and no you won’t get the cash back on your tickets, so try and enjoy yourself sensibly, ok?!
Not usually, but if you’re wearing head gear, football colours or some kind of mad fancy dress, you may be asked to take them off.
It’s for your safety, and standard across most live events now.
Quite probably, but we’re happy to give out ear plugs if you ask for them. Just find a staff member during a show.
Any young children or adults should speak to a staff member or ask for the Duty Manager ahead of the show. Anyone bringing children should be responsible for protecting their little ears – staff will happily provide ear plugs on request.
Non-professional cameras are fine (no large or detachable lenses) but please don’t bring iPads or selfie-sticks because you’ll be asked to put them away.
The artist has the final say though & in some cases they insist on no photography at all - we'll try and mention this via our social channels ahead of the event but always best to check with our staff on the night.
Afraid not, we don’t do ‘pass outs’ or re-admittance if you leave the building.
Most shows may use strobe lighting and smoke effects and there’s usually signage up to let you know. If this is an issue, please let a member of staff know.
Usually, yes. If a band has some, it will be on sale at the merchandise counter.
If you think it’s absolutely necessary for the hours you’ll be in the venue then by all means. It’s probably best to have a sealed package of your prescribed medication and make it known to security – especially if it contains sharp needles and the like. If you have any special medical-related requirements, do let us know in advance, too.
Be nice and don’t do anything stupid, basically. We reserve the right to refuse admission without a reason, so if you appear drunk or behave inappropriately in the queue, we might refuse you entry without a refund. Also be aware that in some cities, drinking alcohol in the street or on public transport is against the law. Our venues, from time to time, use breathalysers too and anyone under 18 suspected of consuming alcohol will not be admitted (and will not get a refund). Our terms and conditions of entry are here.
Sorry, but backstage is mostly just crew ferrying stuff back and forth. If you do see ‘meet and greet’ tickets or somesuch on sale, do check the full details before you buy them.
We the acts as much as you do, but sadly banners just block everyone else's view so we have to turn them away. Same goes for helium balloons.
We don't actually book the acts or their supports - promoters and agents hire the venue for their portfolio of acts, so the best thing to do is get in touch with them. The White Book is a useful reference guide.
Unfortunately these things can happen and there's no way of predicting them. In the event that a show has to be cancelled due to inclement weather, illness or any other reason, your ticket agent will attempt to contact you if there is time to. We will also post to our social media pages. Please check your ticket agent's Terms & Conditions of purchase.
We are happy to pass on 'fan mail' - please send it to our usual address, marked for their attention. We'll pass all mail, unopened, on to the production team working with the act. If your item has arrived after the show, we'll mark it 'Return to Sender' and pop it back in the post, unopened. [We can't accept deliveries at the weekend.] We won't guarantee a response and unfortunately we can't chase production teams to return items - so don't send anything of sentimental or financial value.
In our vast gig experience, we don't recall any act ever doing a birthday or anniversary 'shout-out'. Save it for panto.
We are a receiving venue which means we don't put on our own productions. Always happy to hear from interested parties, we've hosted all sorts of events over the years.
If you are interested in hiring the venue, please contact us providing full company details, along with a brief outline of the event.
Small, fold-away brollies are fine, but we'd prefer it if you left golf umbrellas at home. If you do have to bring one, our front of house staff may ask you to leave it with them or store it somewhere until the end of the show.
We'd prefer you to stay seated but we're cool with you standing up within your seat space. Please consider those around you who may be less able, or not want, to stand up. Please follow the advice of our security team.
It's entirely up to you. But please remember that there are no venue facilities (toilets, bars) available until after the doors open and we'd suggest dressing appropriately for the British weather. We'd also suggest letting friends/family know your whereabouts.
Don't worry - you might not have the actual tickets to put inside a card, but you can still surprise your loved ones and kick off the build up to the show by creating your very own official Ticketmaster Gift Receipt. Ticketmaster also offer Gift Boxes for that extra special treat!
Important - Please remember to check if the event will have ID checks upon entry - if you buy tickets as a gift for one of these events, you will have to attend too!