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We want you to have the best experience with us and this section should assist with any questions you may have around the accessibility of our venue.

Answers to some of our most frequently asked questions can be found below...


You can find us at:

Utilita Arena Cardiff
Mary Ann Street
CF10 2EQ

Route from Cardiff Central train station: 

Route from Cardiff Queen Street train station: 

We are proud of our Live Access Scheme here at Utilita Arena Cardiff, as it allows as many fans as possible to enjoy the events they love. 

We work with Attitude Is Everything to ensure our Live Access customers have the best possible experience during their visit. Your feedback is always welcome.


You can find all of our show pages and ticket links in the ‘What’s On’ section of our website. 

From each show page, you can book your Access tickets through Ticketmaster (subject to availability).
- Just click the ticket link on the show page. 
- Select the required Accessible Ticket from the Accessible Tickets list.
- Then, select the required seat from the options displayed on the seating map.

By purchasing an Accessible ticket online, you confirm that: 

  1. You, or a member of your party require Accessible tickets.  

  1. Proof of disability must be provided prior to the event and forwarded to Ticketmaster as requested (Personal Independence Payment, Disability Living Allowance, Carers/Attendance Allowance, Letter from a medical professional...). 

  1. If misuse of tickets is suspected/found, tickets may be cancelled, without opportunity to re-book.  

Companion/Carer tickets are available to add into your order online for those with the qualifying criteria (subject to availability).  Please note that these are very limited and once an allocation is sold out, this means there are no longer any available - and our Box Office team will not have any additional such tickets to offer.

Please note:

·    - Access tickets can sell out very quickly; we recommend purchasing your tickets as soon as an event has gone on sale.

·    - Companion / carer tickets are subject to availability and can only be booked at the time of Access ticket purchase.

·    - Unfortunately, we are unable to issue Companion / Carer tickets to accompany tickets purchased elsewhere. Please contact your point of purchase with any queries.

·      - Our Box Office / Access team will not be able to issue tickets once the allocation has sold out.

- When collecting Live Access tickets from the Box Office - valid Photo ID matching the name of the lead booker must be provided to Box Office staff when collecting. 

- Tickets may be cancelled if misuse is suspected/found. 

Customers with Access needs who choose to purchase General Admission Tickets:

If you choose to purchase General Admission seated or standing tickets for an event, please check that the tickets you have selected are suitable for your needs before confirming your booking.

What are General Admission Standing Tickets?:

♦ - Standing tickets are general admission tickets on the ground floor of the venue. There are no seats available in this area.

♦ - You will be required to stand for the duration of the performance. On popular events, the standing area is likely to be very busy.

What are General Admission Seated Tickets?:

♦ - On a fully seated show, a standard seated ticket may be located on our flat floor seating or in tiered seating blocks.

♦ - Flat floor seating is step free.

♦ - Tiered seating is not step free.

    - Wheelchair users with a standard ticket will need to be able to transfer into an arena seat. Aisleways need to be kept clear for fire safety and evacuation purposes.

You are welcome call our Box Office team at the arena when tickets come out on sale.
Staff will be happy to advise on which general admission seats may be most suitable for your needs and can also assist in booking tickets to your requirements.

Once a ticket has been purchased through Ticketmaster, our Box Office team will not be able to physically swap or alter Ticketmaster bookings and can only advise customers to contact their point of purchase.

Ticket stock is owned and packaged by the Promoter / Artist; we are a conduit for sale only.

Live Access is a pre-booked facility and we have limited capacity in our accessible areas.

Live Access tickets sell out very quickly, especially on events where there is a fully standing floor.

We kindly ask that customers with access needs who require a seat do not purchase general admission standing tickets. Unfortunately, we cannot accommodate you on the day if Live Access is Sold Out.

If you are looking to purchase tickets in advance for a show where Live Access seating is sold out, you can ask our Box Office team to add you to the waiting list and they will be able to notify you before the event if any Live Access Tickets become available.


We want to help make your evening with us as enjoyable as possible.

When inside the building, stewards are available to help and guide you, and our Live Access team are on hand. 

For more information about facilities before you arrive and for a virtual tour head here. You can find seating plans here.

We have a dedicated queue for our Live Access patrons. Step free access is available.

There is an access ramp situated at the front of the building, we advise that customers with access requirements use this entrance. Please inform a member of staff outside the building and they will gladly direct you.

Please note that you may have to queue on arrival to enter the venue and should consider this when planning your arrival.

It is best to check event timings prior to arrival, as these vary on an event by event basis. We always do our best to share the latest event timings on the event information in the ‘What’s On’ section of our website and on our social media channels.

All customers will be subject to a search on arrival, which includes bag and body searches.

Full information regarding our Security search procedures, prohibited items and bag policy can be found in our FAQ’s.

Once your tickets have been scanned and you are inside the building, Live Access customers must check in with the Live Access team. The Live Access team are located in the corner of the North Entrance (Box Office), next to the lift lobby.

The team provide a personalised service to our Live Access customers and are there to provide advice and assistance throughout your visit.

If you are a Live Access ticket holder, please ensure you check in with the Live Access team on arrival – don't just head straight to your seats. The team will escort Live Access customers to their seats whilst explaining our facilities and answering any questions to ensure the best experience possible. 

The check in process for our Live Access service does take a few minutes to complete and we thank you for being patient with the team. Sometimes this can take a little longer than usual if our guests have not been to the venue before or if they require additional assistance.

We don't have the room for any parking onsite for our audiences, but we are surrounded by plenty of multi-storey car parks. For your sat navs our postcode is CF10 2EQ. Our What3Words location is ///points.famous.starts

Rapports NCP Open Air Car Park and St David’s are open 24 hours and are the closest to the Arena.

Other nearby car parks are:
Rapports NCP - Capacity: 131 Disabled Spaces: 3
St David's - Capacity: 2568 Disabled Spaces: 120
John Lewis - Capacity: 550, Disabled Spaces: 21
Pellet Street NCP – Capacity: 296, Disabled Spaces: 8
Adam Street NCP - Capacity: 427, Disabled Spaces: 20
Westgate Street NCP - Capacity: 330, Disabled Spaces: 4


You can use your blue badge to park for as long as you need in:  

  • On-street pay and display.

  • Cardiff Council run car parks. 

  • Blue badge holder only bays.

    You must check car park signs for charges, time limits, and special rules for blue badge holders, or loading bays.
    More information on blue badge parking can be found on the Cardiff Council website. 
    During events in the city centre, you can use the on-street parking available. 

There is a taxi rank located on Tredegar Street and on Churchill Way, which allows taxis to drop off and pick up.

By Rail 
For information on accessible travel by rail, please visit National Rail and Transport for Wales.  

Route from Cardiff Central train station: 

Route from Cardiff Queen Street train station: 

By Bus 

The local bus provider for travel within the city centre is Cardiff Bus. You can find more information and plan your journey using the Cardiff Bus website.  
Please note that Cardiff does not have a centralised bus station and bus stops for different routes and services are located at different locations within the city centre. 

By Coach

National Express travel from various UK cities to Cardiff. You can find more information and plan your journey using the National Express website. 

Route from National Express, Sophia Gardens: 

Megabus travel from various UK cities to Cardiff. You can find more information and plan your journey using the
Megabus website. 

Route from Megabus drop-off/pickup Cardiff: 

By Taxi

Local taxi firms that provide accessible transport include: 

Dragon Taxis - 02920 333 333  

Capital Cabs – 02920 777 777 

It is advisable to book accessible taxis in advance of your visit.  


Lifts operate to all floors within the venue and are wide enough to accommodate a standard wheelchair. Lift dimensions and key door sizes are as follows:

Key door sizes:


Door Width

Automatic Open

Access Ramp doors

850 mm


Live Access Area Level 1 North West

880 mm


Live Access Area Level 2 North West

880 mm


Live Access Area Level 2 South West

880 mm


Accessible toilets Ground Floor (Main Arena - North)

770 mm


Accessible toilets Ground Floor (Main Arena - South)

750 mm


Accessible toilet Level 1 South West

800 mm


Accessible toilet Level 2 North West

850 mm


Accessible toilet Level 2 South East
(Next to L2 Bar & Restaurant)

780 mm



Lift dimensions:


Door Width

Lift Depth

Automatic Open

North West Lift (left)

890 mm

1270 mm


North West Lift (right)

790 mm

1270 mm


South West Lift

890 mm

1200 mm


We have five accessible toilets located within easy reach of any location inside the venue. Accessible toilets are available on every floor.

Ground Floor – Two accessible toilets inside the main arena.

Level 1 – One accessible toilet located on the south side of level 1.

Level 2 – Two accessible toilets.

 Please note that the venue does not operate on a radar key basis.

We have a radio frequency hearing system here at the Arena that, where possible, is fed from a direct feed from the toured sound desk. You can choose to connect to a neck-worn induction loop or headphones.  

We can provide headphones, or you are welcome to bring your own wired headphones if you prefer. The receiver pack accepts a standard 3.5mm stereo headphone jack. 

If you would like to use the system, please head to our Reception Desk in the foyer. We charge a £20 deposit (cash and card are accepted) for the hearing loop equipment which will be refunded upon its return. 

Please note we have a limited number of receiver packs, and these are offered on a first come first served basis. 

As a venue we welcome many customers of all shapes and sizes through our doors and look forward to making everybody's experience of our venue and each event as enjoyable as possible.

Our seats are of a standard width and suit the vast majority of our patrons. If you have any specific needs or requirements and require any extra assistance regarding our seating arrangements, our Box Office team are always happy to help, whether that is in advance of the event or on the day. Each enquiry is dealt with in confidence and on a case-by-case basis.

Measurements for all of our seating is approximately:

- Width: 46 cm

- Depth: 51 cm

- Overall Depth: 51 cm

- Seat Height: 47 cm

Ground Floor - General Admission Seating:

Main arena seating (including flat floor and tiered seating) has no armrests.

Level 1 - General Admission Seating:

North Balcony - No armrests

South Balcony - No armrests

West Balcony – No armrests

Level 2 - General Admission Seating:

Balcony 2 - No armrests

Live Access Areas - Live Access Seating - Level 1 & Level 2

Chairs are not fixed to the floor and can be moved by our Live Access team.

Some chairs have armrests and others do not. If you are a Live Access customer, please let a Live Access Steward know on arrival if you would prefer a chair with or without arm rests and we will do our best to accommodate.


We welcome assistance dogs into the Arena. We ask that wherever possible that you please inform us in advance of the event you attend and provide proof that any dog is registered with an organisation that is a member of Assistance Dogs UK. We can discuss suitable locations where your dog can stay with you throughout the show.

Please be aware that the show environment can be very busy, loud and often features flashing lights and atmospheric effects, we do ask you to consider whether this environment is suitable for your assistance dog. We recommend bringing hearing protection for your dog.

Alternatively, if you would like your dog to be looked after during the event, please contact our customer service team in advance so that we can make the appropriate arrangements for you.

Customers who need to bring any medical equipment, medicines or a small amount of food/drink with them to an event to manage a medical condition are asked to make this known to the venue prior to arrival by contacting our customer service team.

This is to avoid any security related concerns to allow us to ensure you enjoy your experience.

Please note that the venue does not provide wheelchairs for hire and customers needing mobility aids should provide their own.

Please note that we require at least 3 months notice for BSL Interpretation requests, simply due to availability of interpreters, transport and hotels and most importantly, preparation time.

Most shows and events now use strobe lighting and smoke effects, there are signs up to let you know and you can also ask when you arrive. If you have any concerns, please do let us know in advance.

Many shows also utilise pyrotechnic effects and real flames – again please speak to a member of staff if you would like any further information or guidance.  There may also be use of latex balloons and confetti.

We have a trained first aid team on site at all times during all of our events. If you require assistance at any time, please ask a member of staff who will be able to call for the relevant person.

We have a medical room located on the ground floor inside the main arena. If you require any assistance or a private area at any point, please just speak to a venue steward. Any particular requirements can of course be asked for, in confidence and in advance.

If there is merchandise for sale, you will find it in the foyer. The counters of our merchandise stands unfortunately are not lowered, but staff will help with any purchases.

All merchandise is managed by the touring production. The stock does not belong to the venue. We cannot guarantee availability of any merchandise items.


We have a number of bars throughout the venue on all levels. Unfortunately, none of our bars have lowered counters but our friendly staff will be on hand and happy to assist you if you need any extra help.

Our Live Access Patrons can take advantage of our Yoello service to order drinks directly to their seats in our Live Access Areas.

If you are booked into Live Access, a member of our Live Access team will explain how the service works when you check in. Simply open the camera on your smartphone and scan the QR code located in your Live Access area which will take you to the web page to place your order.

If you experience any issues when ordering through Yoello, please inform a member of our Live Access Team or a steward positioned outside of your Live Access area, and they will be happy to assist. 

Our L2 Restaurant is located on the Second Floor (Level 2) and is accessible by lift. If you have a specific access requirement that may impact your dining experience, please let us know in advance so that we can accommodate you. Please note that the restaurant is a pre-booked upgrade.

If you have any specific allergies or intolerances, please get in contact at least a week before your visit to allow our chef enough time to prepare a suitable meal, we may not be able to accommodate specific allergies or intolerances without prior notice.

Our Food Bar is located on the Ground Floor in the venue foyer. Unfortunately, the Food Bar does not have a lowered counter but our friendly staff will be on hand and happy to assist you if you need any extra help.

The Food Bar serves a range of hot food including but not limited to; hot dogs, chips, pies and pizza.

Menus are available at the point of purchase.  

If you have any dietary requirements, please speak to a member of staff at the point of purchase.  

All pre-packaged sweets and snacks carry their own allergen information.  

The majority of our hot food offering is homemade. Allergen spec sheets are available on request.  

We handle numerous allergens in our kitchens and due to the potential of cross contamination, we cannot guarantee that our food is free from any allergen. We advise that if you have a very serious allergy, you take your usual precautions.  


The best way to contact us is to send an enquiry via the details on our Contact Us page and we will endeavour to get back to you within 5 working days.

If you have a specific need you must speak to an operator about, please get in touch with our team.  You can call on 029 2022 4488.