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COVID-19: Your venue is closed. When will it reopen?

Further to Government advice, the safety of our customers, employees and artists is of paramount importance. All shows and events until 31 March are temporarily postponed, so to help keep you up to date of plans and changes, ticket holders of any affected event will be contacted directly. Please follow events on our website to find out all the latest show information.

COVID-19: I have tickets for a show that is postponed, what should I do?

Don’t worry. That means we are waiting for details of a rescheduled date, so hang on to your tickets, your ticket agent will be in touch with details as soon as we have them.

COVID-19: I have tickets for a show that is cancelled, what happens now?

That means, unfortunately, it’s no longer going ahead, so you will automatically hear from your ticket agent from whom you purchased your ticket. Our ticket agent is Ticketmaster, so if you need to know more, their FAQs are right here.

COVID-19: How long will you be closed, what happens now?

First and foremost, we must all follow official guidance from UK Government, the World Health Organisation, Public Health England and Public Health Scotland, as well as local authorities to minimise the risk of the virus’s transmission.  Keep checking our website to find our more and we’ll be sure to contact you directly if you’ve got tickets to a show or event.

COVID-19: I need to pick up lost property, how do I do that?

We won’t see personal callers until we reopen our offices, but just let us know what’s gone missing, when, and where you lost it and contact us using the ‘Contact’ form on our venue website. We’ll be sure to get back to you.

COVID-19: How can I find out the latest news about the show I’m going to?

Please be assured that ticketholders of any affected event will be contacted directly. We too will communicate information via our website and social media channels.

COVID-19: Will your daytime Box Office still be open?

Our Box Office is closed to visitors, but you can still get the latest show and event information and book tickets using our venue website and

COVID-19: Can I get a refund if I can’t go?

If you can no longer use your tickets and you bought them from Ticketmaster, you can list them for sale on their Ticket Exchange for face value or less. Find out more here here.  If a show has been rescheduled and you can no longer make the new date, rest assured your ticket agent will be in touch by email, to let you know what your options are.

COVID-19: I’ve sent you an email/DM/left a voicemail, you haven’t replied yet?

Due to the high volume of enquiries, and to help keep you up to date of plans and any changes to events, please refer to our individual venue websites, where you’ll find our latest show and event details and all-important ticket information. Please be assured that ticketholders of any affected event will be contacted directly. We too will communicate information via our website and social media channels. Thank you for your patience and understanding, we’ll do our very best to get back to everyone as quickly as we can.

COVID-19: How do I know it will be safe to come back to your venue? What preventative measures have you put in place?

We fully appreciate and understand your concerns. It goes without saying that the ongoing safety of our visitors, employees and artists is our top priority. We will continue to review all procedures and protocol with all staff and follow official guidance from UK Government, the World Health Organisation, Public Health England and Public Health Scotland, as well as local authorities.
You can follow the most up to date information that is available at these official sources:
World Health Organisation
Public Health England
UK Government
Scottish Government
Health Protection Scotland
Public Health Wales

How do I book tickets?

Our booking partner is Ticketmaster, but be sure to use an official primary ticket seller and you’ll be fine. 

What is a booking fee and why is it charged?

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.

What is a restoration levy and why is it charged?

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 £1.50 per ticket.

Is there a box office so I can book in person?

Absolutely. Find out when we’re open by visiting our Venue Info page.

Can I buy tickets on the day of the show?

So long as they’re available, that’s no problem at all. You can book with Ticketmaster or come to the venue in person, our standard box office opening hours are in Venue Info

If an event is sold out can I still buy a 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.

If I buy a ticket from someone outside, can I still get in?

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!

If I've bought my ticket on a 'secondary site' can I still get in?

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!

If my ticket is seated, can I go in the standing area?

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.

Can I get a return or a refund on my ticket?

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.

Check with your ticket agent - they may have a re-sale facility.

I haven't received my tickets, what do I do?

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. Most ticket agents have tracking facilities on their websites - for example Ticketmaster has MyTickets.

Where do I collect my tickets?

Used the ‘box office collection’ option? Your tickets will be available at the box office. Check the relevant Venue Info for opening times. Tickets are only available on the day of the show.

What do I need to bring to collect my tickets at the box office?

A copy of the booking confirmation, ID and the debit or credit card you used to buy them.

Someone else bought tickets for me to collect, what do I need to do?

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!

Someone else booked my ticket online, can I use them?

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.

What if I've lost or damaged my ticket or they've been stolen?

Get in touch with whoever you booked with straight away - they can usually arrange replacements. Sadly, there's not much the venue can do.

Can I show my e-ticket on my phone?

Sure but if you have multiple tickets you should all arrive together, and remember to scroll down through your phone to show staff all of the QR or barcodes.

I have a Circle/Balcony ticket, does that mean I am allocated a seat?

Yes - our Circle/Balcony is always seated, unlike the Stalls.

What's the latest time I can turn up with my ticket?

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!

What does 'stalls' or GA mean?

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.

I've got a VIP ticket, what does it get me?

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.

Where can I find Ticketmaster's FAQs?

You'll find Ticketmaster's FAQs right here.

What is Priority Tickets?

O2 customers can get tickets 48 hours before shows go on general sale, but get in quick, once they're gone, they're gone. Find out more and register at Priority Tickets.

How do I find out which events have a Priority offer?

We'll plug them on our website and social channels, and you can check O2's Priority page, for the latest information. Alternatively, if you've got an O2 phone, text PRIORITY to 2020 and check the O2 Academy app or the Priority app.

What's the Priority queue?

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').

What's the O2 Priority cloakroom offer?

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.

Can I buy Priority tickets in person from the box office?

Not in person, but everything is set up to make it oh-so-easy to do from your phone. If you're an O2 customer, download the Priority app from your app store. Not on O2? You'll find all the latest details for our venues on the O2 Academy app.

How do I get the Priority app?

It's easy. Just go to the app store and download it for free for quick and easy access to Priority.

Is your venue accessible?

Yes, there is level access into the main auditorium, just visit our Access page for more information. We work hard with Attitude Is Everything to continually improve access for all of our customers.

How do I book a wheelchair accessible space?

Give us a call or drop us an email for more details on wheelchair-accessible spaces at shows.

Are there facilities for deaf and hard of hearing customers?

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.

Do you have accessible parking?

We have full travel information and a guide to getting around the local area on our Access page.

Do you have a lift?

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.

What about toilets for people with disabilities?

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.

What about blind or visually impaired people?

Should you require Braille or large print material, or need anything else at all for your visit, please let us know in advance.

Can I bring my assistance dog?

Absolutely although sadly they cannot remain in the auditorium during the event. We'll happily supervise them on request, just let us know.

I have an access requirement that is not listed, what should I do?

If you have any questions or an access requirement not included please just get in touch and we'll get back to you as quickly as we can.

Is there a different age limit for each event?

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.

I'm under 18, can I come by myself?

Sometimes, yes, but it depends on the event. So please check the age restrictions when you book.

What is No ID, No Sale?

If you are lucky enough to look under 25 (but are 25 or older) you may be asked for ID. See the website for more info.

How can I prove my age / do I need ID?

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.

How can I find out show times?

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.

Where can I find the running time of the show / event?

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. 

Is there a cloakroom / will I get in with my bag / helmet / suitcase?

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).

What if I lose my cloakroom ticket?

Try not to! If you do, you’ll have to wait until the end of the event to identify your things. If you do unfortunately lose something, all our lost property contact details are on our Contact page.

I forgot to get my stuff out of the cloakroom after the show, what do I do?

Don’t worry, it happens. Just get in touch, check our Contact page to find out how.

Can I bring my own food and drink?

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.

I lost something at the show

Get in touch to see if we can help. You can report lost property on our Contact page.

Is there a cash point / can I pay by card?

There is no cash point available but most bars accept card payments – and now Apple Pay.

Where can I smoke?

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.

Can I smoke an e-cigarette or vape?

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.

Can I crowd surf?

‘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?!

Is there a dress code?

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.

How can I give feedback or make a complaint before, during or after an event?

We prefer feedback from our audience than we do from our sound system so if you want to get in touch, check our Contact page or ask a member of staff for the Duty Manager during a show.

Why do you remove lids from bottled water?

It’s for your safety, and standard across most live events now.

Will it be loud?

Quite probably, but we’re happy to give out ear plugs if you ask for them. Just find a staff member during a show.

Do children need ear defenders / do you supply ear plugs?

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.

Can I bring my camera / iPad / selfie-stick?

Small, compact cameras are fine (no large or detachable lenses, nothing that looks professional) but please don’t bring iPads, selfie-sticks, GoPros or similar.

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.

Can I leave the venue and come back again between the bands?

Afraid not, we don’t do ‘pass outs’ or re-admittance if you leave the building.

Will there be strobe lighting or pyrotechnics?

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.

Will I be able to buy merchandise at the show?

Usually, yes. If a band has some, it will be on sale at the merchandise counter.

Can I bring my medication with me?

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.

Any reason why I wouldn't get in?

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.

Can I buy a backstage pass / meet the band?

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.

Where are you and what's your address?

Our Venue Info section has all our details.

How do I get there by public transport, what's the nearest stop?

Always check travel before you head out, you can find out everything you know about our local transport links and the easiest way to get to us, on our Venue Info page.

Is there parking nearby?

We strongly recommend using public transport whenever possible, but for details on local parking and other travel information click our Venue Info page.

How do I get a job there?

We’re always after top-drawer staff to help run a great venue. Previous experience is useful, but not essential so if you’re interested in applying, just head to our Work With Us page.

Can I bring a banner?

We heart 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.

Can our band support your acts?

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.

What happens if an event cancels on the day?

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.

Can I send an act fan mail? Will you pass on my birthday request?

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.

Can I hire the venue?

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.

Can I bring an umbrella?

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.

Do I have to stay sat down in seated areas?

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.

What time should I start queuing to get to the front at a standing show?

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.

I wanted to give the tickets as a gift but they won't be here in time, what can I do?

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!