FAQs - COVID-19 Reopening Update

We can't tell you how good it is to be back. But we do have to tell you that 'back' is going to be a bit different.

1. Do I have to show COVID-19 status on entry?

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

•    proof of a negative NHS Rapid Lateral Flow Test (such test to be taken within 24 hours prior to attending the event at the venue); or
•    proof of natural immunity based upon a positive PCR test within 180 days of arrival at the venue (and after the 10-day self-isolation period following the result)

You can order free NHS Rapid Lateral Flow Tests here or pick them up from any pharmacy or test site.

Please do not bring the home test strip with you.

Follow these instructions for what you need to do:

You must report your COVID-19 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 need to demonstrate your negative NHS Rapid Lateral Flow Test result by showing us one of the following:

•    Text OR email confirmation of your result

If you do not have access to the internet, you can also report your test result by calling the phone number in your test kit’s instructions, NHS 119.

2. How do I show proof of my COVID-19 status?

You will need to demonstrate your COVID-19 status by providing either:

•    proof of a negative NHS Rapid Lateral Flow Test (such test to be taken within 24 hours prior to attending the event at the venue); or
•    proof of natural immunity based upon a positive PCR test within 180 days of arrival at the venue (and after the 10-day self-isolation period following the result)

You can order free NHS Rapid Lateral Flow Tests or pick them up from any pharmacy or test site.

Please do not bring the home test strip with you.

Follow these instructions for what you need to do:

You must report your COVID-19 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 need to demonstrate your negative NHS Rapid Lateral Flow Test result by showing us one of the following:

•    Text OR email confirmation of your result

If you do not have access to the internet, you can also report your test result by calling the phone number in your test kit’s instructions, NHS 119.

3. Any COVID-19 reason I wouldn’t get in on the day?

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

For entry, you will need to demonstrate your COVID-19 status by providing proof of a negative NHS Rapid Lateral Flow Test (such test to be taken within 24 hours prior to attending the event at the venue.

Please see Q1 for more information.

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

You can order free NHS Rapid Lateral Flow Tests or pick them up from any pharmacy or test site.

You must report your COVID-19 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 need to demonstrate your negative NHS Lateral Flow Test result by showing us one of the following:
•    Text OR email confirmation of your result

If you do not have access to the internet, you can also report your test result by calling the phone number in your test kit’s instructions, NHS 119.

A positive result from an NHS Rapid Lateral Flow Test means it’s likely you had coronavirus when the test was done. You and anyone you live with must not attend and self-isolate immediately. You are then advised to get a PCR Test to confirm your result as soon as possible.

If you have symptoms of the coronavirus infection (COVID-19), however mild, follow the advice on the NHS Inform website.

5. If I’m coming to an event, when should I do an NHS Rapid Lateral Flow Test?

To demonstrate your COVID-19 status, you should do your NHS Rapid Lateral Flow Test at home within 24 hours prior to arriving at the venue.

Please see Q1 for more information.

6. I don’t have a smartphone what should I do?

If you don’t have a smartphone or a computer, there’s still a way to report and get proof of an NHS Rapid Lateral Flow Test by telephoning 119 - this phone number is in your test kit’s instructions as well – and they’ll tell you your options. Please check with them before you visit and leave enough time before the start of the event to obtain the result.

7. Do I have to wear a face covering?

Yes. Right now, government guidance and the law is that you’ll need to cover your face at all times in all indoor communal areas (aside from when you are drinking), and our staff will be wearing face coverings as well.

8. Do I need to scan the Check In Scotland QR code?

Yes please, we’ll have QR codes on display for you to scan. If you’ve already downloaded it, please use the Check In Scotland app when you see the Check In Scotland QR code poster.

You can download the Check In Scotland app from the Apple App Store and the Google Play Store.

You can also use the Check In Scotland online form by just scanning the QR code with your mobile phone camera or, if you have one, a QR code scanning app.

If you do not have a mobile phone, or cannot access the internet, we will record contact details securely for 21 days.

Please check out when you leave.

9. Can I not just show my vaccination status instead?

Not right now. To enter we require proof of a negative NHS Rapid Lateral Flow Test result please or proof of natural immunity,

Please see Q1 for more information.

10. I’m travelling from England/Wales/Northern Ireland/international?

Please present proof of a negative NHS Rapid Lateral Flow Test result as outlined in Q1, or if you have a question should you be arriving in Scotland from where testing or quarantine rules in Scotland apply, just get in touch.

11. What happens if I have COVID-19 symptoms before or after visiting?

If you, or someone you live with display symptoms associated with COVID-19, then you shouldn’t attend. Please stay home and self-isolate and get tested as quickly as possible.

If you’re visiting us, we’ll have official Check In Scotland QR code posters on display, so please use them. They help NHS Scotland’s Test and Protect service to contact you and advise next steps.

12. What happens if someone else has COVID-19, will I be contacted?

We’ll have the contact details of everyone who booked tickets, so we’ll be able to share information with NHS Scotland’s Test and Protect in a safe and secure way. Please follow any direction they give should they get in touch asking you to get tested or self-isolate.

13. What happens if I feel ill and can’t use my ticket?

Health and safety is important, so if you, or someone in your party feels ill, just let your ticket agent – that’s who you booked through – know as soon as you can.

If that’s Ticketmaster, here’s how to get in touch.

Please remember, it’s important you do not attend if:
•    You believe you may be infected with COVID-19
•    Have experienced symptoms in the last 10 days
•    Been in close proximity to anyone who has experienced symptoms in the last 10 days
•    Have arrived in Scotland in the last 10 days from a country where quarantine restrictions in Scotland apply. Please check Scotland government international travel infortmation for testing and quarantine rules that apply to you.
•    Have been instructed to self-isolate

14. What are your opening times?

The door time will be on your ticket. Please arrive in good time, we’ll have extra COVID-19 checks in place and our usual security measures too.

15. 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.

16. What happens when I arrive?

Our team has been hard at work to provide the best possible audience experience. It’s important you help us to help you by planning ahead and arriving on time so we can ensure the smoothest possible entry. It might be a little different to what you’re used to, but please follow all signage and our team will be on hand to navigate the way.

17. Will I need to queue?

Probably! We’ll have made some changes to allow for safety and security checks, but our team will show you the way. Have your tickets and COVID-status certification ready before you get there. Right now, your patience and understand goes a long way with our staff.

18. I have an accessibility booking query, how do I get in touch?

Please contact us by email and we’ll do our best to help. Just tell us, which show or event you have tickets for, where and how you booked, and we’ll get right back to you.

We know that some people cannot for health reasons, so if this applies to you, please request a Face Covering Exemption Card. It will help our team identify you as exempt. Remember, not all exemptions are visible, so please be understanding of others.

19. What if I’m late?

Try not to be as we really don’t want to slow anyone down. You may be refused entry if the performance has already started.

20. Can I bring a bag?

Short answer, no.

We can’t offer a cloakroom service at this time, 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 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.

21. Is there a cloakroom?

‘Fraid not, as we’re all limiting contact, you’ll need to keep the things you really need on you, so that’s why we ask you to think about what you should bring.

22. Do I pay with cash or card?

We prefer contactless or card payment only right now.

23. Will hand sanitiser be available?

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

24. 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.

25. What happens when the show finishes?

So that everyone can leave as safely as they arrived, we’ll ask that you wait until one of our team tells you it’s right to do so. Your patience and understanding will go a long way with our staff.

26. 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.

27. I can’t find the answer to my question. How do I get in touch?

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