We strive to make all our shows at O2 Shepherd's Bush Empire accessible to everyone and we work with Attitude Is Everything and Nimbus Disability to make sure things keep improving. Our venue was built in the early 1900s, so there are challenges, but together we can identify issues and come up with practical solutions. Your feedback is always welcome and we’ll do our best to be as flexible as possible to meet your needs.
We also accept the Access Card. It’s not compulsory, but it means you won’t have to provide repeat details every time you book, and lets us know about any support or facilities you’ll need when you visit.
With your say-so, we can add your access requirements to our internal database - for up to three years - and that way we’ll know what they are without you having to repeat them when you book with us again. Just fill it in and send it back with the supporting documents within seven days of your booking.
You have our absolute guarantee the information you supply is confidential and for the purpose it’s provided only.
Please email us before you buy your tickets between 10.30am – 5.30pm, Monday to Friday to advise your access and personal assistant requirements.
After that part’s done, and you’ve purchased your ticket through an authorised outlet, just get back in touch with us to finish up your reservation. We’ll do our best to make it as smooth a process as possible for you.
If you need a ticket for a companion, carer or personal assistant, please just let us know when you book. We offer one companion ticket, free of charge to provide the support needed and additional assistance during the course of an emergency evacuation and so you know, proof of eligibility will be required.
Alternatively, if you have an Access Card please provide your full name and the card number.
Our full Essential Companion Policy can be found here.
Our box office doesn’t have a lowered counter, so we ask that you speak to our staff upon arrival will happily assist you. All ticket orders will be processed in advance and advised prior to the show, so please bring all your booking information with you.
Just visit Venue Info for all travel details and accessible options for getting to us.
Our transportation partner Uber has wheelchair accessible and mobility options in the app. Find out more at t.uber.com/uber.access
These are available when you book, but they’re limited on a first come, first served basis and in stalls.
We understand that you want to be with your friends, but due to space limitations, we may only be able to allow you and your companion into an accessible area and cannot always guarantee seated options.
Blind or vision impaired visitors
If you need braille or large print material, please let us know in advance by contacting us by email or call +44 (0)20 8354 3300.
Guide and assistance dogs
Guide and hearing assistance dogs are welcome, just be sure to let us know when you book.
We can discuss suitable locations where your dog can stay throughout the show. Alternatively, if you would like your dog to be looked after, we'll arrange for someone to meet you at the entrance and guide you to your seat. Dogs will be looked after throughout the event in a quiet location with somewhere to lay, with a bowl of water.
*We recommend bringing hearing protection for your dog please.
If you need assistance or ramp access, let us know in advance and someone will meet you at Stage Door in Rockwood Place, at the side of the venue, just ask a member of our front of house staff to show you the way. We’d recommend arriving about 15 minutes before doors open, just to make things easier.
With any other access requirements, please let us know in advance and if you require a seat, our staff will assist from Stage Door at the side of the venue in Rockwood Place. If you are unable to use the stairs, we have a lift from Stage Door to our upper levels.
Wheelchair users will be directed to a raised area in the stalls and any other seated requirements are on upper levels via stairs or lift.
Just so you know, e-cigarettes and vapes are not permitted, please see our FAQs for details.
On ground level, there’s an accessible toilet controlled by a RADAR key which staff will provide access to if needed. Other toilets are available in the same area and upper levels of the theatre if those are where you are seated.
There aren’t any lowered areas at our bars, unfortunately, but there is a bar in the stalls that’s very close to the accessible area and our bar staff will be happy to assist you. Bars on the upper levels are just outside of the auditorium and our staff will be happy to help you with any service you may need.
Please let any staff members know if you need assistance for our cloakroom facilities when you arrive and they can help you in both stalls and upper levels.
Medical room and emergencies
We have a medics room at Stage Door (ground level), if you require any assistance or a private area at any point, please just speak to a member of our staff. Any particular requirements can of course be asked in advance. Just get in touch.
Customers with medical requirements
Should you need to bring food or drink to manage a medical condition, or bring medicines or medical equipment with you, just get in touch.
If there is merchandise for sale, it is usually found in the main foyer near the entrance (steps to access) and another counter is at the rear of stalls near the viewing area, so please ask our staff if you need any assistance.
Strobe lighting and special effects
Most shows and events now use strobe lighting and smoke effects, but we’ll make sure there are signs up to let you know and you can also ask when you arrive. If this is an issue, please do let one of our team know, before or during an event.
Access to performance
Just get in touch with us if you require a BSL interpreter. So yo know, we'll need 28 days' notice prior to the show to make arrangements.
Have we got it all covered?
Hopefully, but if we’ve missed anything, do try our FAQs or just get in touch.