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It goes without saying that the ongoing safety of our customers, staff and performers is of absolute paramount importance. So if you’re visiting one of our venues, please take a moment to read the below information.
Our management and security teams regularly review procedure and protocol with all staff. As with every live event, all arrangements are in continuous consultation and review with local authorities and the police. There are lots of things that go on behind the scenes, too: training exercises; new security measures – so please be patient if things take a little longer than you’re used to.
Our venues are monitored at all times, but please can we ask for your help by arriving in good time, as we carry out security searches on entry.
Speak to us
If at any time you see or hear anything untoward, please speak to security – we’re here to help.
Please plan ahead and do your best to travel as lightly as possible. As well as cloakroom facilities being limited, searches are in place, and we really don’t want to slow you down getting in. So if you really, really need to bring a bag, please make sure that it’s small (less than laptop size or a small handbag).
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.
They’re allocated according to space, so depending what you bought, you’ll have to stick to your assigned area. At some venues, if your ticket says ‘freeflow’ for example, you can move around to find your best spot. Just get in touch if you’ve got any queries when you book.
‘Fraid not. 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.
Every ticket agent will have different arrangements, but these normally cover the cost of fulfilling the order. Do check their individual FAQs for more detail.
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 every Academy Music Group venue 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.
At most of our venues, Academy Music Group charges a per ticket venue restoration levy. This levy assists in preserving these buildings and improving the audience and artist experience. The restoration levy is:
£1.25 per ticket for O2 Forum Kentish Town, O2 Shepherd’s Bush Empire and O2 Academy Brixton (London)
£0.50 per ticket for all other applicable venues
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.
Used Ticketmaster's box office collection’ option? Your tickets will be available at the front of house box office. Check the relevant Contact page for opening times. If you’ve booked through a different agent, you’ll need to pick up your tickets from the box office once doors have opened on the day of the show.
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.
Remember, some events may vary from time to time. For example, you might have bought tickets that say they are 'paperless', so the cardholder may need to arrive and actually be attending the show. Find out more about what you need to do for paperless events here.
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.
Or you might have bought tickets that say they are 'paperless', so the cardholder may need to arrive and actually be attending the show. Find out more about what you need to do for paperless events here.
Get in touch with whoever you booked with straight away – they can usually arrange replacements. Sadly, there’s not much the venue can do, though.
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).
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 you haven’t received it, and remember to print each individual ticket if you have more than one.
Normally balcony seats are unreserved so it’s a first-come, first-served affair. There is additional standing room in some circumstances, though.
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.
The stalls are downstairs in the auditorium.
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 of 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. Our staff, and O2 Angels, will help guide you through. Just look out for the Priority Queue banners by the main entrance.
Yes; you can bring up to three people along with you, even if they’re not on O2.
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’ or look out for an O2 Angel who can help you with all our offers.
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 Tickets app from your app store. Not on O2? You'll find all the latest details for our venues on the O2 Academy app.
It’s easy. Just go to the app store and download if for free for quick and easy access to Priority.
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, RADAR-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. Some of 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.
Sometimes, yes, but it depends on the event. So please check the age restrictions when you book.
Your ticket should state a start time. As for curfew times and the like, we’ll keep you posted on our website and social channels if they're out of the ordinary. However, all timings are subject to change.
Please bring a full or provisional driver’s licence or a PASS card as ID, and a valid passport will also be fine. Any fake IDs will be confiscated, sorry.
Our Glasgow venues only accept a full or provisional driver's licence, or a valid passport please.
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).
We're sorry, but we don't have cash point machines, but most bars accept card payments – including 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.
If you must, and they won’t be mistaken for an actual cigarette (red tip, white body etc – stick to blue and green) in the middle of a crowded room, then we have no issues with e-cigarettes. All we ask is that you please be considerate and respect the personal space of others.
‘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 and store them in the cloakroom.
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 lenses) but please don’t bring iPads or, god forbid, selfie-sticks because you’ll be asked to leave them in the cloakroom. Besides, it’s much more fun to enjoy the moment and not worry about Instagram bragging rights.
Afraid not, generally, 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 the Duty Manager – 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. Please remember that if you’re drinking alcohol in the queue in Glasgow, you may be refused entry. 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 and 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’re always after top-drawer bar staff, cloakroom attendants and people to work in our box office and 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.