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Frequently Asked Questions

WE WANT YOU TO HAVE THE BEST EXPERIENCE WITH US.

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

TICKET ENQUIRIES

If you have not received your tickets one week before the show, please go back to your ticket issuer and let them know.

Of course, we have a Box Office here at the Arena where you can buy your tickets in person or by phone. Go to our Box Office page for full details.

Some shows operate a paperless ticket event which requires the lead booker to provide ID that matches.  This is not for all shows, and is separate to standard E-Tickets / digital tickets.  You can check the page of the show you're attending to see if a "Names on tickets with ID match" policy is in place.


If the show you are attending is operating a "Names on tickets" event here's are a few simple points that help explain how it works:  

Some of our concerts issue paperless tickets. These are designed to ensure we get as many fans as possible closer to their favourite artist. Ticketmaster have put special measures in place to make sure that it’s only fans that can buy these tickets and gain access to the events.

No paper tickets will be sent out to you, your ticket into the event is your credit/debit card you used at the time of purchase. Bring some photo ID (such as a driving licence or passport - your name needs to match the one on your card).

Your credit/debit card will be swiped as you enter the venue and that's it - You're in! 

If you do not have the card you booked with you will not be able to enter the venue. If you notice that your card will expire, or is replaced, before the event date please contact Ticketmaster when the new card arrives so that we can transfer your details. For further information on paperless ticketing contact Ticketmaster.

Paperless ticket events are designed to ensure we get as many fans as possible closer to their favourite artist and to help us do that Ticketmaster have put special measures in place to make sure that it’s only fans that can buy these tickets and gain access to the events.

If you have a valid Ticketmaster QR code to scan, you can gain entry off that too.  Sometimes a show asks for names on tickets, which must match the lead booker who is attending, in which case the lead booker would need some ID too. Please check the show you are attending, to see if this is a requirement (and it would have been stated at point of purchase too).

Generally, children aged 14 or under must be accompanied by an adult over the age of 18. Some events have further age restrictions. It’s worth checking at the time of your booking if you are concerned.

INFO AHEAD OF YOUR VISIT

PLEASE NOTE OUR NEW BAG POLICY FOR 2024

  • To speed up entry for all, it is preferred that no bags are brought to the venue.
  • If you do need to bring a bag, only one small bag per person is permitted, and it must not be bigger than A4 size (29x21x15cm) - bags or containers larger than this size will not be permitted inside the venue.
  • The venue does not have any facility to take any bag larger than the permitted size of 29x21x15cm.  Cloakroom available (at a charge per item) for coats, and for smaller items (within permitted dimensions).

Local storage lockers may be available within the city centre (eg Stasher- an external company, not affiliated with the venue).

Security measures are in place with bag checks and searches on arrival.  More information can be found .

Cloakroom cost is £4 per single item or £7 for a filled bag.

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. This is to avoid any security related concerns to allow us to ensure you enjoy your experience. All bags will be searched, but please contact our Access Team HERE for more assistance.

Venue Bag Policy

We prefer contactless or card payment.  There are selected tills on our bars that accept cash.  Our cloakroom service is card payment preferred.  Merchandise stalls accept cash and card payments.

Not all of our bars / outlets accept cash (some are card only for speedy service). If you are paying in cash please check the outlet accepts cash before ordering.

Always check travel before you head out, and see our Getting Here page for more info about transport links to the venue.

If you are heading to the Arena for a show, check your ticket for times.  You can visit the event page on our pages closer to the date of the show for the latest information.

We’ll have our usual security measures in place, so please arrive in good time for entry. 

For our Box Office opening hours, ticket collections and more, please visit our  page.

As soon as we know the approximate running times of a show we will add this to the event page ( page) and on our social media sites. We also display the approximate end time of the performance on our foyer screens. (Please note all times are subject to change).

We suggest that you arrive in plenty of time - so you don’t miss any of the performance! The venue doors are open from approximately 1 hour before the performance start time.

Please arrive as early as you can as there may be queues to enter the venue.

We are usually able to seat latecomers; however, some shows ask us to hold latecomers from their booked seats until a suitable break in the performance. 

Please note that this policy varies depending on the show.

Our Arena is a non-smoking venue throughout. We also do not allow customers to use e-cigarettes/vapes in the venue. Please use the dedicated outdoor smoking area at the front of the venue, any member of staff will be happy to direct you throughout your visit.

Smoking indoors in public spaces has been illegal in the UK since 2007. It is against the law to smoke in the venue. Anyone caught doing so, will be ejected without a refund, plus, it can activate our fire alarm which causes major disruption.

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

Many artists / bands will not accept gifts from audience members, so we advise that you do not bring any gifts, etc with you.

Of course, but please no larger than A3 with no stick holder. No-one wants to be stuck behind a large sign all night blocking their view.

Please visit our Accessibility page for further assistance. 


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.  This is to avoid any security related concerns and allow us to ensure you enjoy your experience. All bags will be searched, but please contact our Access Team on the link above.

Empty see-through plastic bottles are permitted as the discretion of the security team. 

Customers are welcome to fill and refill your bottles at the water cooler in the foyer, or at any of our bars offering free tap water.​

WHEN YOU ARRIVE AT THE VENUE

It’s important you help us to help you by planning ahead and arriving on time so we can ensure the smoothest possible entry. Our team will be on hand to show you the way and provide the best possible audience experience.

Please have your ticket ready to be scanned, have any small bags open & ready to be searched (prohibited items listed in next FAQ's).  Please be mindful of pedestrians on the pavements around the arena, and we ask that you queue as close to the venue as you can, so that other people can still use the pavement. 

PLEASE NOTE OUR NEW BAG POLICY FOR 2024

  • To speed up entry for all, it is preferred that no bags are brought to the venue.
  • If you do need to bring a bag, only one small bag per person is permitted, and it must not be bigger than A4 size (29x21x15cm) - bags or containers larger than this size will be permitted inside the venue.
  • The venue does not have any facility to take any bag larger than the permitted size of 29x21x15cm.  Cloakroom available (at a charge per item) for coats, and for smaller items (within permitted dimensions).

Local storage lockers may be available within the city centre (eg Stasher - an external company, not affiliated with the venue).

Security measures are in place with bag checks and searches on arrival.  More information can be found .

Cloakroom cost is £4 per single item or £7 for a filled bag.

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.  This is to avoid any security related concerns to allow us to ensure you enjoy your experience. All bags will be searched, but please contact our Access Team HERE for more assistance.

Venue Bag Policy

Restricted items include (but are not limited to):

A    Weapons of any kind.

B    Illegal drugs and substances, including unmarked liquid or pill medication bottles. Legally prescribed medications may be permitted if in a prescription bottle/container with a pharmacy-generated label containing the individual’s name – subject to verification via valid identification. Any other medications are considered on a case-by-case basis on site.

C    Bags and containers larger than 29cm x 21cm x 15cm. (A4 Size)

D    Alcohol, cans and bottles. 

E    Food or drink (unless required due to a pre-existing condition which is supported with medical evidence in accordance with B).

F    Laser pens or pointers.

G    Cameras (including; professional cameras, tablets, camera equipment, tripods & stands, lenses & selfie sticks).

H    Fireworks, fire-starters and open flames.

I    Audio recording equipment or noise-making devices.

J    Skateboards and rollerblades, hover-boards, scooters, bicycles, and other personal motorized and non-motorized vehicles.

K    Non-service animals or animals not used by those with a disability.

L    Unauthorized solicitation or marketing materials (e.g. handbills, flyers, stickers).

M    Any item deemed to be dangerous by the General Manager (the designated responsible person for the overall general event operations and implementing this policy).

N    All unapproved unmanned aerial systems (UAS) or drones unless expressly authorized in accordance with LNE’s Unmanned Aircraft Systems Policy.

O   Clothing with prejudicial or explicit wording.

SOME EVENTS MAY ALSO REFUSE THE FOLLOWING:

1    Fancy dress or costume accessories.

2    Football shirts.

3    Flags or large signs.

4    Cups or glasses sold on our merchandise stands (in which case are only to be sold at the end of the event).

Bags larger than 29x21x15cm are not permitted. Please see our for our bag policy.

Probably! We have processes to allow for safety and security checks, but our team will show you the way. Please have your tickets ready before you get there. Your patience and understanding goes a long way with our staff.

For most shows, you can use either of our main entrances near the front of the building. 

Many of our shows offer a bar / restaurant upgrade which allows early access to the venue and ensures you can go straight to the arena floor when general doors open. See our Upgrades  page for more info.

Productions / Tours may also offer early entry as a ticket upgrade option.

For accessibility queries, please see our Accessibility page.

We strongly advise that you don’t queue more than 2/3 hours before doors open. There are no welfare facilities outside the venue (toilets, etc).

No, please do not drink alcohol when queuing to enter the venue. Our security team will ask customers in the queue to dispose of any alcoholic drinks. 

Our security team may refuse you entry if you are deemed to be intoxicated. This is one of our of entry.

Absolutely!

We have a queue jump entrance for Utilita customers and up to 3x of their guests which can be found at the VIP entrance at the front of the arena (under the canopy)*. Just show us your My Utilita app home screen, and you’re in!

*Entrance subject to availability. All guests must be valid ticket holders and abide by general venue terms of entry.

GENERAL

Generally, children aged 14 or under must be accompanied by an adult over the age of 18. Some events have further age restrictions. It’s worth checking at the time of your booking if you are concerned.

PLEASE NOTE OUR NEW BAG POLICY FOR 2024

  • To speed up entry for all, it is preferred that no bags are brought to the venue.
  • If you do need to bring a bag, only one small bag per person is permitted, and it must not be bigger than A4 size (29x21x15cm)
  • The venue does not have any facility to take any bag larger than the permitted size of 29x21x15cm.  Cloakroom available (at a charge per item) for coats, and for smaller items (within permitted dimensions).

Local storage lockers may be available within the city centre (eg Stasha - an external company, not affiliated with the venue).

Security measures are in place with bag checks and searches on arrival.  More information can be found .

Cloakroom cost is £4 per single item or £7 for a filled bag.

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.  This is to avoid any security related concerns to allow us to ensure you enjoy your experience. All bags will be searched, but please contact our Access Team HERE for more assistance

Most shows and events now use flashing and moving lighting effects, with some shows also utilise strobe lighting effects. 

There are signs around the venue to let you know and you can also ask when you arrive at our reception desk in the foyer.

If you have any concerns, please do let us know in advance by contacting our

Please note that some shows may also use confetti, pyrotechnic effects, real flames and latex balloon effects.

While we endeavour to provide accurate information regarding effects in use during a show, all lighting, sound, pyrotechnics, etc. are under the control of the touring production so effects may change during the show without notice. 

Most shows will have merchandise available for sale in the evening and this is generally found in the main foyers as you enter the Arena.  Our merchandise counters accept card payment and cash.

We offer free disposable hearing protection available on request from our Main Reception and Bar Areas - or ask a member of staff and they can help.

Customers are also welcome to bring their own ear defenders with them.

Just let our stewards or security know on the night. Our Team are there to make your evening as enjoyable as possible and will try and help with any problems you have. It is difficult for our Customer Service team to respond to a problem if it is not reported at the time.

As a receiving venue we facilitate a huge range of concerts and events within our iconic building. Due to the complexity of the technical production of these shows, the sound, lighting, audio and all other production elements are installed and operated by their respective tours. 

Our team focus on managing the safe installation and operation of these systems within the space and the customer journey from arrival to departure. If you have any feedback regarding the production elements (sound, lighting, etc) for a particular show, please speak to a member of our Front of House team during the show so we can pass the information on to the promoter and visiting production team.

SECURITY

PLEASE NOTE OUR NEW BAG POLICY FOR 2024

  • To speed up entry for all, it is preferred that no bags are brought to the venue.
  • If you do need to bring a bag, only one small bag per person is permitted, and it must not be bigger than A4 size (29x21x15cm) - bags or containers larger than this size will not be permitted inside the venue.
  • The venue does not have any facility to take any bag larger than the permitted size of 29x21x15cm.  Cloakroom available (at a charge per item) for coats, and for smaller items (within permitted dimensions).

Local storage lockers may be available within the city centre (eg Stasher- an external company, not affiliated with the venue).

Security measures are in place with bag checks and searches on arrival.  More information can be found .

Cloakroom cost is £4 per single item or £7 for a filled bag.

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.  This is to avoid any security related concerns to allow us to ensure you enjoy your experience. All bags will be searched, but please contact our Access Team HERE for more assistance.

Venue Bag Policy

Restricted items include (but are not limited to):

A    Weapons of any kind.

B    Illegal drugs and substances, including unmarked liquid or pill medication bottles. Legally prescribed medications may be permitted if in a prescription bottle/container with a pharmacy-generated label containing the individual’s name – subject to verification via valid identification. Any other medications are considered on a case-by-case basis on site.

C    Bags and containers larger than 29cm x 21cm x 15cm.

D    Alcohol, cans and bottles. 

E    Food or drink (unless required due to a pre-existing condition which is supported with medical evidence in accordance with C).

F    Laser pens or pointers

G    Professional cameras, including professional camera equipment (e.g., camera stand, lenses & selfie sticks).

H    Fireworks, fire-starters, and open flames.

I    Audio recording equipment, noise-making devices.

J    Skateboards and rollerblades, hover-boards, scooters, bicycles, and other personal motorized and non-motorized vehicles.

K    Non-service animals/animals not used by those with a disability.

L    Unauthorized solicitation or marketing materials (e.g., handbills, flyers, stickers).

M    Any item deemed to be dangerous by the General Manager (the designated responsible person for the overall general event operations and implementing this policy).

N    All unapproved unmanned aerial systems (UAS) or drones unless expressly authorized in accordance with LNE’s Unmanned Aircraft Systems Policy

SOME EVENTS MAY ALSO REFUSE THE FOLLOWING:

1    Fancy dress or costume accessories

2    Football shirts

3    Flags or large signs

4    Cups or glasses sold on Merch (in which case must be sold at the end of the event)

Bags larger than 40x40x20cm are not permitted. Please see our Entry Requirements for our bag policy.

Standard compact cameras and taking photos on your phone are fine. We want you to be able to capture your moment. However, you will not be able to take in professional/long lens cameras, selfie sticks, video cameras, ipads (tablets) and go-pros - we don’t want to spoil other people’s moment either.

On occasion, promoters may request a ban on all photography in which case cameras will be collected in and available for collection at the end of the event. Check the What's On page of the concert you’re attending to see if this applies.

The Arena operates a thorough security regime and enhanced security checks are already in place. Security is monitored at all times to ensure the safety of all our visitors and we have a regular dialogue with the Welsh and pan UK security services and police.

On a specific event night we ask all patrons attending to be aware that there will be extra measures in place as a result of the current terror threats. Please be patient, arrive a little earlier than you may have planned, expect additional security checks, please leave all large bags and anything unnecessary at home or in your car. Our staff are well trained and observant and they are doing their jobs to the best of their ability. Please show them the respect they deserve in these testing times.

If you have any security concerns on the night please speak to any member of staff so we can investigate.


BAG POLICY

If you really have to bring a bag – and it’s preferable you don’t – please do make sure it's small.  Only one small bag per person is permitted.

A small bag is no bigger than 29x21x15cm.

Bags or containers larger than this size will not be permitted inside the venue (including into our cloakroom).

There are no facilities to leave large bags or luggage on site, so please make alternative arrangements. 

Security measures are in place with bag checks and searches on arrival.  

We have a cloakroom available for coats and smaller items. Cost is £4 per single item or £7 for a filled bag.

Just let our stewards or security know on the night. Our Team are there to make your evening as enjoyable as possible and will try and help with any problems you have. It is difficult for our Customer Service team to respond to a problem if it is not reported at the time.

No - We operate a strict no readmission policy.

This is to ensure the safety and security of all our guests. 

If you have a specific request, please speak to a member of staff who can help.

ACCESSIBILITY

We aim to provide the best possible experience for all of our customers, and we are proud of our Live Access services. Our Box Office will look after your booking and our dedicated Access Team will look after you when you get here. Go to the if you need further information.

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 chose to connect to a neck-worn induction loop or headphones.

We can provide headphones or you can connect your own headphones to the system (the receiver packs accept a standard 3.5mm 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 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.

Please visit our Accessibility page for further information.

We have a list of seating plans on this page - .

Please visit our Accessibility page for further information.

There are several car parks within a short distance of the Arena. For more information go to our  page.

Please visit our page for further information.

We’re situated in the heart of Cardiff. Getting here is quite easy, go to our page to find out how.

Please visit our page for further information.

Just let our stewards or security know on the night. Our Team are there to make your evening as enjoyable as possible and will try and help with any problems you have. It is difficult for our Customer Service team to respond to a problem if it is not reported at the time.

FOOD & DRINK

No food or drink items can be brought into the venue. It’s common practice across UK venues.

We do have a range of food and drinks that you can purchase once inside. 

If you have a medical condition, please contact our customer service team who will be happy to help ahead of your visit.

Please note that food and drink items that have been refused entry cannot be stored at the venue.

Empty see-through plastic bottles are permitted as the discretion of the security team. 

Customers are welcome to fill and refill your bottles at the water cooler in the foyer, or at one of our bars offering free tap water.​

Yes! We prefer contactless or card payment. Our main Food Bar accepts cash payments. 

Not all of our outlets accept cash (some are card only for speedy service) If you are paying in cash, please check the outlet accepts cash before ordering. 

No - if you’ve upgraded your ticket, then we know you’re coming. 

Restaurant service times can be found detailed on your event page of the What’s On guide.

When you arrive, head for the centre entrance doors and a steward will point you in the right direction. See our L2 Restaurant page for more information or call 029 2022 4488 and our team will be happy to help.

The is located on the Ground Floor in the venue foyer. The majority of our food offering here is homemade. 

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

Menus are available at the point of purchase. 

On some shows there may also be confectionery stands and hot dog stands located inside the main arena.

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.

Unfortunately, we are not an allergen free kitchen. If you have a very serious allergy, we would advise you take your usual precautions.

AFTER THE SHOW

The latest a show can end is 11pm.  We will update our website closer to the show date with the latest approximate end time we have received. 

Please visit our pages and click on the show you're attending to see if the information is available yet.

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.

Our Lost Property team keeps a note of everything we have handed in. Please contact us by email with a description of your item: lostpropertycardiff@livenation.co.uk

Once we have received your email, we will check to see if your item has been handed in. We will try and get back to you as soon as we can, but please be patient with us.

We get a lot of requests to this service.  Lost Property is open Mon - Fri from 9am - 3pm only.  Please do not turn up at the venue to collect items without prior communication and confirmation that it is ok to do so.

Unfortunately, we can't hold on to lost property forever. We keep everything for 30 days after the event date, and then the items are given to charity wherever possible.

Yes! We really appreciate you taking the time to share your experience with us. Please do leave a review right here.

We’re here to help, just get in touch by email if you cannot find the answer to your query. 

If you have a question about your tickets, please contact your ticket agent directly - that’s your point of purchase – as soon as possible. 

If you bought your ticket through Ticketmaster, here’s how:

Ticketmaster – Contact

Ticketmaster – FAQs

Ticketmaster - App

Download on the App Store or Google Play

You can access help directly within the ‘My Account’ section of your Ticketmaster App by selecting your event, followed by ‘Need Help With This Order’.

Please see our page to contact us and we’ll do our best to help. Don’t forget to tell us which show or event you have tickets for, where and how you booked, and we’ll aim to get back to you asap. 

We’d love to have you. Check our Join Our Team page to see if we are advertising.

VACANCIES

We’d love to have you. Check our  page to see if we are advertising.

COVID-19

No. Ticket holders do not need to show their COVID status.

It is no longer mandatory to wear a face covering in indoor public settings such as ours. 

However, we all need to continue to play our part, and official guidance recommends wearing a face covering - if you can - when coming into contact with people you don’t usually meet in communal spaces. 

The legal requirement to show a COVID Pass to enter certain venues and events such as ours, was lifted from Monday 28 February 2022.  Face coverings are no longer need to be worn in all indoor public places.

It goes without saying that if you, or anyone you are in contact with, has COVID-19 or any symptoms, make sure you check and follow official NHS guidance. Please do the right thing and be mindful and respectful of others.

Hand sanitiser is available throughout the venue, so do help yourself. We have enhanced procedures in place for cleaning and hygiene in public areas and behind the scenes too. 

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

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.

If you can't find an answer to your question...

We’re here to help, just get in touch on our Contact Us page  if you cannot find the answer to your query. 

If you have a question about your tickets, please contact your ticket agent directly - that’s your point of purchase – as soon as possible. 

If you bought your ticket through Ticketmaster, here’s how:

Ticketmaster – FAQs 

Ticketmaster - App 

Download on the App Store  or Google Play 

You can access help directly within the ‘My Account’ section of your Ticketmaster App by selecting your event, followed by ‘Need Help With This Order’.