Frequently Asked Questions

Your Guide To A Great Visit

 

Why can't I leave the Arena for a cigarette and then return?

Unfortunately the city-centre location of the Arena, next to the inner ring road, does not offer a safe place which can be a designated smoking area for the visiting general public due to the potentially large numbers involved.  Therefore, for Health and Safety reasons, there will not be an opportunity for the general public to leave and re-enter the venue. A strict policy of no re-admission to the venue will be enforced. Please be aware that the use of electronic cigarettes is also not permitted inside the venue.

 

How do I book a ticket?

You can book a ticket using one of the following options:

By telephone on 0844 847 8000* (open 8.00am - 10.00pm every day).

Accessibility booking line on 0161 950 5229 (10.00am – 5.00pm Mon - Fri and 10.00am - 4.00pm Saturdays, please note lines will open at 9.00am for on sales only).

(*Calls will cost £0.07 per minute plus your network access charge)

Online via www.eventim.co.uk 

By post, send a cheque/postal order made payable to SMG (UK) Ltd to Box Office, SMG Europe Head Office, Victoria Station, Manchester M3 1AR.

In person at our Box Office.

Please note, all booking fees charged at the venue Box Office have been increased in line with those charged online and by phones. Payments made by cash or cheque at are subject to a 10% administration fee, capped at £5 per ticket, in addition to a venue facility fee of 55p per ticket.

For more information, please check our Buying Tickets page

 

Will I be charged a booking fee?

All ticket sales through Eventim are subject to a booking fee and a possible handling charge; these amounts are set in relation to the ticket price. Ticket sales via our Box Office are also subject to a booking fee. Payments made by cash or cheque at the Box Office are subject to a 10% administration fee, capped at £5 per ticket. A venue facility fee of 55p per ticket is now in place to cover the increased property rates introduced by central government in 2017.

 

What seats should I choose?

You can select your seats when booking online through Eventim.  If you require advice on where to sit, please call 0844 847 8000* to book over the phone. If you have any access requirements, please make sure to book via our Accessibility Team. Call 0161 950 5229 (10.00am – 5.00pm Mon - Fri and 10.00am - 4.00pm Saturdays) or email enquiries@manchester-arena.com.

Upper Tier seats are very steep and are not advised for the elderly, infirm or those with an aversion to heights.  If any of these apply, please do not purchase seats in the Upper Tier as relocation on the night is not possible.

Please note that other audience members are allowed to stand up and dance around you. If you feel this may restrict your view in any way, particularly on shows that have a seated floor, please purchase tickets in the tiered seating sections. 

 

Will my tickets be posted to me?

Tickets booked with Eventim (by telephone or via the internet) can either be posted out or left for collection at the Box Office.

Tickets may be collected 48 hours after purchase; the cardholder must be present and produce the credit card, the Eventim Customer Number and sign for the tickets before they are released. Please note that we do not accept letters of authority for ticket collections. 

Postal bookings to the Arena should include a stamped self-addressed envelope. 

If souvenir tickets are being produced for an event, it is likely that tickets will not be posted out until approximately two weeks before the performance.

If you have any other queries, please contact your point of purchase for more information. 

 

My tickets haven’t arrived yet and the show’s next week. What shall I do?

Please contact your point of purchase for a delivery update on your ticket.

 

Can you tell me when I am able to pick up my tickets from the box office and does it have to be on the day of the event?

Eventim customers can collect their tickets at any time (unless souvenir tickets are in use in which case they will be available approx 30 days prior to the event). Customers of other ticket agents can only collect on the evening of the show.

 

How can I collect my tickets if I am delayed?

Our Box Office will close at approx 9.00pm on an event night or just before the main act take to the stage - after this time tickets can still be collected from our Customer Services Desk (please access the venue by the Hunts Bank entrance).

 

I had to swap my standing ticket for a wristband but wanted to keep my ticket as a souvenir. How can I get it back?

To help stewards identify people on the standing floor we have to swap all tickets for wristbands. However, our stewards do keep hold of all standing tickets and you can collect one from the mixer position or the doors on the way out, we just can’t promise the ticket you get back will be your own ticket.

Why can't I enter the standing floor at ground level?

 

You may or may not notice that the venue is built into the side of a hill so we don’t have any entrances that come in on the ground floor – you have to come in on the concourse level and walk down the steps to the floor.  We can help you with this if you are nervous and if you are struggling, we do have a lift as well!

We have six doors you can use to access the floor – 104/105, 106/107, 109/110, 110/111 and 112/113.  We close the side aisles at 104/5 and 112/3 about 15 minutes before the act goes on stage because otherwise the people in the queues block the view of the people sitting in the seats!  We will then open an extra aisle in the middle at 108/109.

 Why do I have to queue for the standing floor anyway?

Due to the venue design and the exit off the floor area in an emergency, we have to limit the capacity of the floor quite strictly.  To ensure numbers are controlled and our maximum floor capacity is not exceeded we swap all floor tickets for wristbands.

 Can't you do that on the doors?

We are also limited by the numbers of entrances into the building. Manchester benefits by having an Arena right there in the city so we are easy to travel to and fit into a great night out and we are not way out of town.  But the downside is that we don’t have massive concourses or lots of doors.  

Are there any age restrictions for shows at the Arena? 

There are no age restrictions to any shows, however we request that no children under 14 come unaccompanied and no under 14’s are allowed on the floor, unless otherwise stated on the ticket.

Generally children shows allow babes in arms up to 23 months however some shows specifically targeted at younger audiences require a ticket for anyone attending the performance. Please check the relevant show's event page or call our official ticketing partner, Eventim, on 0844 847 8000* for more information.

Children's ear defenders are now available to purchase for £20.00. These can be purchased from the merchandise stand at Block 111.

*Calls will cost £0.07 per minute plus your network access charge

How does the block and seat numbering work?

For standard shows the Arena bowl has fixed tiered seating starting at block 102 and goes round in an anticlockwise direction to block 115.  Seats are numbered from 1 upwards meaning for blocks 102 - 105 & 202 - 205 seat 1 is nearest to the stage but furthest from the stage for blocks 112 - 115 & 212 & 215. The floor blocks are normally numbered 1 -18 left to right when facing the stage.

 

Do you have a glossary for the information printed on tickets?

BL - Block

Upper tier - 200 level - all blocks starting with a 2

Lower tier - 100 level - all blocks starting with a 1

DP - Disabled platform

CP - Camera platform

Side view - on the side of the stage - may be some restriction of view - eg. Can't see the screens

Restricted View - same as side view but obstructions from production and stage equipment

Rear View - Some shows sell in the round and open seats behind the stage and the production quality is unaffected although the view to the artists is through the back-line

 

How do I get to the Arena?

We're located in Manchester city-centre, on the corner of Trinity Way, Hunts Bank and Great Ducie Street and adjacent to Victoria Station.

There is a 900 capacity multi-storey car park on site and approximately 3,500 spaces within 10 minutes walk of the venue. Please beware of unauthorised car parks and street parking, especially around the Strangeways area, as a rise in incidents has recently been reported. We advise anyone with walking difficulties to arrive as early as possible and use the car parks at the Arena, Shudehill or the Printworks. 

We're also well served by public transport from buses, trains and trams and there is a taxi rank outside Victoria Station.

Please arrange to drop off and/or collect away from the Arena as, due to our city-centre location and size of events, road closures and diversions may be in place at the end of an event making it difficult to return to your chosen meeting point.

For more details, check our How To Find Us page. 

 

Can I pre-book and pay for parking before I arrive?

Yes, our official parking partner is NCP and you can pre-book your parking up to 12 months in advance or up to 12 hours before arriving. When you pre-book, your space is guaranteed and you can cancel or amend your booking up to 24 hours in advance. Click here to pre-book your parking.

 

Which entrance should I use?

We have three main entrances - City Room (off Victoria Station), Trinity Way (near the NCP car park entrance) and Hunts Bank.  Whilst access to all areas can be gained from each one, the following suggestions are a guide to the closest entrance.

City Room:
Blocks 104, 105, 106, 107, 108, 109, 204, 205, 206, 207, 208, 209
Blocks D, E, F, G, H, J or unreserved standing on the floor

Trinity Way:
Blocks 110, 111, 112, 113, 114, 115, 210, 211, 212, 213, 214, 215

Hunts Bank:
Blocks 101, 102, 103, 116, 117, 118, 119, 120, 121, 122, 201, 202, 203, 216, 217, 218, 219, 220, 221, 222
Blocks A, B, C on the floor

The City Room entrance is recommended for disabled customers.

 

Does the Arena cater for customers with accessibility requirements?

We pride ourself on being accessible to everyone. The on-site NCP car park offers many spaces for disabled customers and there are lifts available both within the car park and giving access to our Box Office and City Room entrance.  There is also a lift from platform 3 on Victoria Station and to the right of the Hunts Bank steps.

Designated seating within the venue caters for wheelchair users and their carers or those with walking difficulties.  We also offer lowered counters and disabled toilet facilities.

Please check our Accessibility Information for more details. 

 

I have bought tickets for the standing floor but I have since broken my leg. Can I still come to the concert?

For your safety, and for those around you, we do not allow people using crutches and/or walking aids onto a standing floor.  This is because, even though your friends around you could help to look after you, crowd movement on the floor is unpredictable. However, we will always endeavour to find you an accessible position within the Arena so that you can still come to the concert.

If you wish to discuss this further please contact our Accessibility Team on 0161 950 5229 or email enquiries@manchester-arena.com

 

When is the best time to arrive at the Arena?

Please arrive as close to the advertised door time as possible. We do not encourage fans to arrive early and queue outside any of our entrances. As we have multiple routes into the building, early queuing at any entrance does not guarantee you’ll be first in.

Doors open to the venue between an hour and an hour and a half before most events, though there are some exceptions.  The doors time is posted on the event page of the website and is usually printed on your tickets.  Arrive in plenty of time to use the bars, buy some merchandise, enjoy the atmosphere and find your seats!

If you have standing floor tickets, you need to make sure you leave plenty of time to get in.

 

Why can I not take my own food into the Arena?

In accordance with common practice it is our policy not to allow guests to bring their own food and beverage into the building and a varied range of refreshments is available inside the venue. The arena endeavours to raise awareness to customers of this policy and on all ingress routes and above doors it clearly states that refreshments or refreshment containers are strictly prohibited. Cans and glass bottles are not permitted to be taken into the venue under any circumstances. 

If you have any specific dietary or medical requirements, please speak to the steward at the door upon arrival and contact us in advance of your visit if you have any questions.  

The Arena donates all non-perishable goods that are not permitted into the arena to The Booth Centre.

The Booth Centre is recognised as being one of the country's leading day centres for homeless people. In 2010 the Centre came second in the National Day Centre of the Year awards and was given Champion status by the department of Communities and Local Government in recognition of their pioneering work to reduce the number of rough sleepers in Manchester. 

What should I bring with me?

Patrons are advised to bring the least amount of belongings possible.  Small bags are permitted but may be subject to searches and, at some events, may be removed from standing floor ticket-holders for collection afterwards.

The unauthorised use of cameras, video or any other form of recording equipment (including iPads / tablets) is strictly prohibited. 35mm cameras are permitted at most events but professional cameras with a detachable zoom lens are not. At certain events, the promoter may request a ban on all photography and signs to this effect will be displayed at all entrances. 

We do not recommend that you bring selfie sticks into the arena as the use of these can disrupt the experience of other patrons. 

No food or drink is to be brought into the venue.  Banners are also prohibited. Large golfing style umbrellas should not be brought to the venue as they will not be permitted on safety grounds, however small (handbag / briefcase style) umbrellas will be permitted. Lasers and torches are also prohibited.

Signs may be permitted at certain shows. These must not be larger than A3 and must not have a stick or sign holder. Our stewards on the door will advise if any rules have changed about bringing signs to a specific show. 

Children's ear defenders are now available to purchase for £20.00. These can be purchased from the merchandise stand at Block 111.

 

Can I bring a camera into the Arena?

The official policy of the Arena and the touring shows, forming part of the conditions of sale when you purchase a ticket, is that the unauthorised use of cameras, video and any other form of recording equipment (including iPads / tablets) is strictly prohibited (see details in section above).

However, some of the shows do permit the use of small digital cameras including, in many cases, "bridge" cameras (larger digital cameras with zoom lenses that cannot be removed). 

For the avoidance of any confusion 'professional' cameras with removable and interchangeable lenses are always prohibited. Unfortunately, the camera policy for a specific show is typically only confirmed on the day of the event.

We would advise that if you choose to bring a small digital camera to the Arena you must be prepared not to use it if requested not to do so.

 

Why can't I leave the Arena and come back in as I can at my local pub?

There are a number of reasons why we don't allow people to leave the venue and come back in.

The first is a licencing issue.  At your local pub, if you go outside, you run the risk that the pub fills up to capacity and you will not be allowed back in.  The Arena holds around 15,500 on a normal concert and it is less easy to see when the building has reached its capacity.  We use the tickets to keep an accurate count of the number of people in the building.

We are a licensed premise which means that we have a duty to control the consumption of alcohol in the building.  It has been known for people to keep stores of alcohol outside a building and keep popping in and out to 'top up'!    

We, like many other venues, have ongoing issues with secondary ticketing. People buying tickets from touts or unofficial ticket and auction websites could have bought duplicate or reprinted tickets which look right but may no longer be valid.  As a counter measure we limit the opportunity for people to  pass tickets to each other by not allowing them to go out and re-enter the building. 

On busy concert nights, allowing people to pop out, say for a cigarette or to return to their vehicle can causes congestion with the people trying to come in for the first time.  Keeping the flow of people in one direction at any time is the safest way to work.

We do not have a safe space outside our venue for people to congregate which will not block entrances or cause fire hazards or traffic problems.  We aim to get people away from doors as quickly as possible both at the beginning and end of the concert.

Letting people out of the building, even with their ticket, is a potential cause of conflict on the doors.  If anything happens which means that you cannot get back in - you lose your ticket or have it stolen or the machine can't read it the second time - this is likely to result in an argument.  If we allow re-entry, we face people claiming that their tickets have been lost but their family is still inside and so on.

We know the majority of our customers are honest concert goers, but for that minority who will try to get in without paying or break the rules of our licence, we have to create one rule which applies to everyone.

 

What can I buy when I'm there?

You can now use contactless payment at all our concourse bars and merchandise stands.

We have a large and varied number of refreshment stands offering a variety of hot and cold food and drinks, including alcoholic beverages. The Arena supports Challenge 21. Please be drink aware and make sure you have a great night out.

Official merchandise is also usually available inside the venue and occasionally in the City Room.

Please note that official merchandise purchased from any arena outlet using a credit and or debit card is subject to a 5% charge. The venue provides a sales service to a merchandise company affiliated to the visiting artist and does not supply or provide merchandise themselves.

The charge represents not only the varied rate made by customer card issuers, but also the terminal rental costs, replacement of damaged units, terminal stationery and all related administrative and maintenance costs.

At the time of purchase, customers are informed of the charge and advised of other payment options, including the withdrawal of cash from ATM facilities within the venue.

As of 5th October 2015, Government regulations require that a 5p charge should be applied to many single use plastic bags. However, this charge does not apply to Manchester Arena's official merchandise carrier bags, sponsored by JD Sports. This charge may apply if other artists branded bags are used for merchandise sales. Please speak to our merchandise team directly if you have any questions about this when making  your purchase. Visit www.gov.uk/carrierbags for more information. 

Patrons are advised not to buy merchandise from vendors outside Manchester Arena as these are not licensed suppliers and the quality of products cannot be guaranteed.

 

What should I do if I have a problem on the night?

Any problems should be notified immediately to one of the stewards. They will either be able to rectify the situation straight away or may refer the problem to Customer Services, located at Hunts Bank on the concourse.

It is difficult for Customer Services to respond to a problem if it is not reported at the time, so please make sure to speak  to a steward or member of staff as soon as possible.

 

Will there be any pyros, lasers and/or strobes at the event I'm attending?

Most shows have some form of flashing lighting or strobes. Signage is displayed around the concourse to advise people if pyros - lasers or strobes will be in use.

 

How do I find out event times?

Please refer to your ticket for door opening and start of show times.  Please note due to the nature of live entertainment all times including end of show times are approximate and subject to change and we cannot confirm what time the main artists will arrive on stage in advance. Please arrive in plenty of time to avoid disappointment and to get through security and ticket checks.  Please also be aware all concert goers are responsible for making sure they leave the venue in time to catch their last coach or train home.

 

Who do I contact for lost property?

To claim any lost items, please call 0161 950 2102. Lines are open Monday - Friday, 9am - 5.30pm.

The Arena donates all the left lost property that isn’t claimed after a certain time to Barnardos.

As one of the UK's leading children's charities, Barnardo's works directly with over 200,000 children, young people and their families every year. They run over 900 vital services across the UK, including counselling for children who have been abused, fostering and adoption services, vocational training and disability inclusion groups.Every Barnardo's service is different but each believes in the potential in every child and young person, no matter who they are, what they have done or what they have been through. 

Items donated by the venue are sold in their shops to generate income to support their work. 

 

I'm bringing a school party to an event at the Arena and need to carry out a risk assessment in advance. Can we visit the venue before our visit to do this please?

Unfortunately, due to the high volume of requests, it is not possible for us to accommodate individual site visits.

Download our Risk Assessment for Visitors PDF

We hope you enjoy your visit!