FAQs: COVID-19 Update

1. What is the Government’s ‘Plan B’?

The Government’s ‘Plan B’ is part of the ‘COVID-19 Autumn/Winter Plan' and means a number of mandatory changes come into force in England as of 6am on Wednesday 15 December 2021 and until further notice. 

2. Do I need to be either vaccinated or have a negative COVID-19 test result to get in?

Yes, you will and here’s the reason why.

From 6am on Wednesday 15 December 2021, it is a legal requirement for businesses in England such as ours to check the COVID status of all customers upon entry, using the NHS COVID Pass.

Everyone must provide proof that they are fully vaccinated or have a negative PCR test or negative NHS Lateral Flow Test result, taken in the last 48 hours. It is strongly advised tests should be taken as late as possible before attending an event, ideally within 12 hours.

Proof of natural immunity cannot be accepted as an alternative to proof of vaccination or a recent test.

Under 18s - please refer to Question 16.

If you are unable to provide sufficient evidence, you will be refused entry. 

3. Do I have to show COVID status on entry?

Yes, you will and here’s the reason why.

From 6am on Wednesday 15 December 2021, it is a legal requirement for businesses in England such as ours to check the COVID status of all customers upon entry, using the NHS COVID Pass.

Everyone must provide proof that they are fully vaccinated or have a negative PCR test or negative NHS lateral flow test result, taken in the last 48 hours. It is strongly advised tests should be taken as late as possible before attending an event, ideally within 12 hours.

Proof of natural immunity cannot be accepted as an alternative to proof of vaccination or a recent test.

Under 18s - please refer to Question 16.

The NHS COVID Pass is available through the NHS App, nhs.co.uk, or as a letter that can be requested by ringing NHS 119.

You will also be able to show text or email confirmation of a negative PCR test or negative NHS lateral flow test result, taken in the last 48 hours.

You can store your NHS COVID Pass in your Apple Wallet or on an Android phone home screen using by using the Google Chrome web browser, also accessible using Google Pay. This means you can then show your NHS COVID Pass, even if your device is offline.

If you are unable to provide sufficient evidence, you will be refused entry. 

Please refer to 'Question 4'  to tell you how. 

4. How do I show proof of my COVID status?

For entry, you will need to demonstrate your COVID-19 status by providing either:

  • Proof of full vaccination (with the second at least 14 days prior to the arrival at the venue or one of the single-dose Janssen vaccine); or 
  • Proof of a negative PCR or NHS Rapid Lateral Flow Test (such test to be taken within 48 hours prior to attending an event)

If you are unable to provide sufficient evidence, you will be refused entry. 

PROOF OF FULL VACCINATION

We cannot accept vaccine cards issued at vaccination centres as proof of vaccination.

Please use the NHS COVID Pass to show your vaccination status. You can get an NHS COVID Pass digitally using the NHS App or the NHS COVID Pass service and NHS website.

You can also download your NHS COVID Pass as a PDF or get it sent to you in an email.

You can ask for a letter by ringing 119. Lines are open every day, 7am-11pm.

SignVideo is a free online British Sign Language (BSL) interpreter service for 119.

You can get a braille or large print version, or an audio version of the NHS COVID Pass letter via the NHS website or by calling 119. Lines are open every day, 7am-11pm.

Here’s how to get a record of your vaccination status in Scotland, Wales, Northern Ireland, Guernsey, Isle of Man and Jersey.

You can store your NHS COVID Pass in your Apple Wallet or on an Android phone home screen using by using the Google Chrome web browser, also accessible using Google Pay. This means you can then show your NHS COVID Pass, even if your device is offline.

 

PROOF OF A NEGATIVE NHS RAPID LATERAL FLOW TEST OR PCR TEST

NHS Rapid Lateral Flow tests are free. You can order NHS Rapid Lateral Flow Tests here or pick them up from any pharmacy using a collect code or use a test site

You can demonstrate your negative PCR test or negative lateral flow test result taken in the last 48 hours, by showing us text or email confirmation of the result.

Your result will also show in your NHS COVID Pass.

Please do not bring a home test strip with you.

Follow these instructions for what you need to do:

Report your NHS Rapid Lateral Flow Test result online, by clicking on this link - COVID-19 NHS Rapid Lateral Flow Test result,

OR use this link in your browser - https://www.gov.uk/report-covid19-result.

You will receive a text and email confirmation of the result. 

If you do not have access to the internet, you can also report your test result by calling 119 to request a letter. Lines are open every day, 7am-11pm.

SignVideo is a free online British Sign Language (BSL) interpreter service for 119.

You can get a braille or large print version, or an audio version of the NHS COVID Pass letter via the NHS website or by calling 119. Lines are open every day, 7am-11pm.

Your test result will also show in your NHS COVID Pass.

 

5. Any reason I wouldn’t get in on the day?

From 6am on Wednesday 15 December 2021, it is a legal requirement for businesses in England such as ours, to check the COVID status of all customers upon entry, using the NHS COVID Pass.

For entry, you will need to demonstrate your COVID-19 status by providing either:

  • Proof of full vaccination (with the second at least 14 days prior to the arrival at the venue or one of the single-dose Janssen vaccine); or
  • Proof of a negative PCR or NHS Rapid Lateral Flow Test (such test to be taken within 48 hours prior to attending an event)

Under 18s - please refer to Question 16.

If you get a positive test result, you will not be admitted and you’ll need to follow the advice on the NHS website. Make sure you do your test in advance and leave enough time before the start of the event to obtain the result.

Proof of natural immunity cannot be accepted as an alternative to proof of vaccination or a recent test.

If you are unable to provide sufficient evidence, you will be refused entry. 

6. Where do I get an NHS Rapid Lateral Flow Test?

NHS Rapid Lateral Flow tests are free. You can order NHS Rapid Lateral Flow Tests here or pick them up from any pharmacy using a collect code or use a test site

Please also refer to ‘Question 4’ to tell you more.

7. How do I upload an NHS Rapid Lateral Flow Test result?

Report your NHS Rapid Lateral Flow Test result online, by clicking on this link - COVID-19 NHS Rapid Lateral Flow Test result,

OR use this link in your browser - https://www.gov.uk/report-covid19-result.

Please refer to ‘Question 4’ to tell you more.

8. If I'm using an NHS Lateral Flow Test for entry, when should I do it?

If you are using an NHS Rapid Lateral Flow Test to demonstrate your COVID status, you should do it within 48 hours prior to arriving at the venue.

It is strongly advised tests should be taken as late as possible before attending an event, ideally within 12 hours.

Please refer to ‘Question 4’ to tell you how.

9. How do I prove I’m fully vaccinated?

We cannot accept vaccine cards issued at vaccination centres as proof of vaccination.

Please use the NHS COVID Pass to show your vaccination status using the NHS App or the NHS website. You can also download your NHS COVID Pass as a PDF or get it sent to you in an email.   

You can ask for a letter by ringing 119. Lines are open every day, 7am-11pm.

SignVideo is a free online British Sign Language (BSL) interpreter service for 119.

You can get a braille or large print version, or an audio version of the NHS COVID Pass letter via the NHS website or by calling 119. Lines are open every day, 7am-11pm.

Here’s how to get a record of your vaccination status in Scotland, Wales, Northern Ireland, Guernsey, Isle of Man and Jersey.

If you are unable to provide sufficient evidence, you will be refused entry. 

Please also refer to ‘Question 4’ to tell you more.

10. How do I get an NHS COVID Pass?

In England, you can get an NHS COVID Pass digitally using the NHS App or the NHS COVID Pass service and NHS website.

You can also download your NHS COVID Pass as a PDF or get it sent to you in an email.

You can ask for a letter by ringing 119. Lines are open every day, 7am-11pm.

SignVideo is a free online British Sign Language (BSL) interpreter service for 119.

You can get a braille or large print version, or an audio version of the NHS COVID Pass letter via the NHS website or by calling 119. Lines are open every day, 7am-11pm.

Here’s how to get a record of your vaccination status in Scotland, Wales, Northern Ireland, Guernsey, Isle of Man and Jersey.

We cannot accept vaccine cards issued at vaccination centres as proof of vaccination.

If you are unable to provide sufficient evidence, you will be refused entry. 

Please also refer to ‘Question 4’ to tell you more.

11. I'm fully vaccinated, do I still need to take a test as well for entry?

If you can provide proof that you have received both doses of your full approved vaccine 14 days ahead of coming to an event (or one of the single-dose Janssen vaccine), you do not need to provide an additional NHS lateral flow test result, however regular testing is highly recommended.

Please use your NHS COVID Pass. We cannot accept vaccine cards issued at vaccination centres as proof of vaccination.

If you are unable to provide sufficient evidence, you will be refused entry. 

Please also refer to ‘Question 4’ to tell you more.

12. Do you accept vaccine cards as proof?

Afraid not, sorry, we cannot accept vaccine cards issued at vaccination centres as proof of vaccination. Please use your NHS COVID Pass. 

If you are unable to provide sufficient evidence, you will be refused entry. 

13. I don’t have a smartphone, cannot use the NHS app or NHS website?

If you don’t own a smartphone or a computer, you can request a letter by ringing 119. Lines are open every day, 7am-11pm.

SignVideo is a free online British Sign Language (BSL) interpreter service for 119.

You can get a braille or large print version, or an audio version of the NHS COVID Pass letter via the NHS website or by calling 119. Lines are open every day, 7am-11pm.

If you are unable to provide sufficient evidence, you will be refused entry. 

Please also refer to ‘Question 4’ to tell you more.

14. I’m travelling from Scotland/Wales/Northern Ireland/Guernsey/Isle of Man/Jersey?

Here’s how to get a record of your vaccination status in Scotland, Wales, Northern Ireland, Guernsey, Isle of Man and Jersey.

If you are unable to provide sufficient evidence, you will be refused entry. 

15. Will you accept the EU Digital COVID Certificate? What about other international locations?

We will accept an EU Digital COVID certificate as approved full vaccination status from members of the EU Digital Covid Certification Scheme.

Please also be sure to check any necessary testing and travel requirements as well before you arrive. 

If you are travelling from outwith the UK and the EU, you will need to be fully vaccinated with a UK MHRA approved vaccine. If you have received a different vaccine, you will be required to show an official record of a negative test result.

 Please check official guidance before you travel.

If you are unable to provide sufficient evidence, you will be refused entry. 

16. I’m under 18, what do I need to do?

For children and young people between the age of 11 and 18, proof of a negative NHS Lateral Flow Test, taken within 48 hours, is your option to demonstrate COVID-status as a condition of entry. 

Under 11s do not need a test or a vaccine.

Please refer to ‘Question 4’ to tell you how.

17. Do I have to wear a face covering?

Face coverings* are now legally required in a number of indoor settings and communal areas.

* Face Coverings - when to wear one - Government guidance 

Some people may not be able to wear a face covering, so please be mindful and respectful of such circumstances. If this applies to you, you may wish to carry an exemption card or badge, which you can print or show on a mobile device. The Government does not currently provide physical exemption cards or badges.

Our staff will be wearing face coverings. 

18. Are social distancing requirements still in place?

No. All events have resumed without any limit on attendance. Social distancing measures were removed as of Monday 19 July 2021. It goes without saying that everyone should act responsibly towards others.

19. I have a medical exemption, what do I need to do?

If you are unable to get vaccinated and also, in some cases, tested for medical reasons, you can apply for proof of medical exemption.

From Saturday 25 December 2021, you will need to use the NHS COVID Pass to do so. Application results may take 2-3 weeks, so please allow sufficient time ahead of your visit.

The pass will not show others that you have a medical exemption, just that you have the NHS COVID Pass.

This is only available digitally – on the NHS app or the NHS website to download as a PDF. Paper versions will be available soon. Please refer to official Government Guidance to find out more.

20. I have a question about my Accessibility booking, how do I get in touch?

No problem, if you can’t find the answer you’re looking for, please get in touch using the contact details on our 'Access' page on this website. 

Use the contact details provided and we’ll do our best to help.

Just tell us, which show or event you have tickets for, where and how you booked, which venue and we’ll get right back to you.

21. What are your opening times?

We’ll let all ticket holders know door times when ordering tickets, and if you’ve booked with Ticketmaster, they will send you a reminder too. 

22. How do I get there?

Always check travel before you head out, you can find out everything you need to know about local transport links and the easiest way to get to us on our ‘Venue Info’ page. Please check all services on the day too and know how you're going to get home. 

23. What happens when I arrive?

It’s important you help us to help you by planning ahead, arriving on time and having your tickets and COVID-19 status downloaded and ready so we can ensure the smoothest possible entry.

You can also store your NHS COVID Pass in your Apple Wallet or on an Android phone home screen using by using the Google Chrome web browser, also accessible using Google Pay. This means you can then show your NHS COVID Pass, even if your device is offline.

Please refer to any advance communications your ticket agent sends to you before you get here.

We appreciate your cooperation to adhere to these legal Government requirements and for your patience.

24. What’s the difference between the NHS App/COVID Pass and the NHS Covid-19 App?

The NHS app/COVID Pass provides a simple and secure way for people to share their COVID-19 status and access other NHS services.

The NHS COVID-19 app is a contact tracing app, which lets you use the app’s QR scanner to check in to places like venues, bars and restaurants. 

25. Do I need to have the COVID-19 Test and Trace app as well as the NHS COVID Pass?

If you can, sure! The NHS COVID-19 Test and Trace app is available to download for free (in England and Wales) right here and we’ll have QR codes on display for you to scan.

Although it is no longer a legal requirement to check in, the Government will continue to encourage the public to use it. 

26. What happens if I have COVID-19 symptoms before visiting?

Follow official Government and NHS guidance and get tested as quickly as possible.

27. I have a query about my tickets?

Get in touch with your ticket agent - that’s who you booked through - ahead of the show you’re attending.

If that’s Ticketmaster - here’s how:

Ticketmaster – Contact 

Ticketmaster – FAQs 

Ticketmaster - Twitter CS

Ticketmaster - App    

Download on the App Store or Google Play. You can access help directly within the ‘My Account’ section of your Ticketmaster App by selecting your event, followed by ‘Need Help With This Order’.

If you’ve booked with any other ticket agent, be sure to contact them directly and in advance.

28. Will I need to queue?

Please allow time for safety and security checks. Our team will provide direction and support when you arrive and show you the way.

Please have your tickets and COVID-status certification ready before you arrive.  

You can store your NHS COVID Pass in your Apple Wallet or on an Android phone home screen using by using the Google Chrome web browser, also accessible using Google Pay. This means you can then show your NHS COVID Pass, even if your device is offline.

Right now, your patience and understand goes a long way with our staff.

29. Can I bring a bag and is there a cloakroom?

Our cloakroom service is limited so please travel light. 

We’ll only allow bags no bigger than 30cm x 21cm - that’s roughly the size of a piece of A4 paper - so if you have to, bring just what you really need.

Large bags cannot be accommodated, so ticket holders will be refused entry, sorry.

Our usual security measures are still in place, so we may also ask to do a bag check on arrival.

30. Do I pay with cash or card?

We prefer contactless or card payment only right now.

31. Will hand sanitiser be available?

Absolutely, you’ll find sanitiser stations throughout, so please help yourself.

32. What happens when the show finishes?

So that everyone can leave as safely as they arrived, we’ll ask that you and your guests pay attention to our team. Your patience and understanding is appreciated right now and will go a long way with our staff.

33. How is your venue cleaned?

We have enhanced procedures in place for cleaning all public areas, as well as backstage to front of house throughout the day and between every show, and our toilets are regularly cleaned and sanitised throughout performances and events.

34. Have you planned your journey?

Before you travel, please check all transport routes for the latest information, services and timetables. Plan ahead and know how you’re going to get home.  

35. I can’t find the answer to my question, how do I get in touch?

We’re here to help, just get in touch by email right here.

If your query is regarding tickets, please contact your ticket agent directly - that’s your point of purchase – as soon as possible. 

 
If you bought your ticket through Ticketmaster, here’s how:
 
Ticketmaster – Contact 
 
Ticketmaster – FAQs 
 
Ticketmaster - Twitter CS
 
Ticketmaster - App
 
Download on the App Store or Google Play 
 
You can access help directly within the ‘My Account’ section of your Ticketmaster App by selecting your event, followed by ‘Need Help With This Order’.
 

If you have an ‘Access’ query, please visit the ‘Access’ page on this website. Follow the link from our home page for details and links on how to contact our venue team.