FREQUENTLY ASKED QUESTIONS

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Got a question?

If you have any questions before, during or after your visit to Arena Birmingham, check out our FAQs below. If you have any further questions, please get in touch!

  • GENERAL
    • Can I bring my camera?

      We understand the desire to take a few snaps during the show, however every Event Promoter has their own policy regarding the admission of cameras and this can change at short notice. Small instamatic cameras and smartphone cameras are generally permitted by Promoters. Professional type cameras (those with the fancy interchangeable lenses) are a definite no-no unless you’re an officially accredited photographer covering the event. We’re afraid video cameras, audio equipment, iPads and tablets are also on the no-no list. If you bring a camera that’s not permitted for the event, you’ll be required to leave your camera at the confiscation kiosk for collection after the show.

    • Can I bring food and drink to an event?

      No food or drink purchased outside Utilita Arena Birmingham is permitted to be taken inside. Should you wish to bring an item of food or drink with you due to medical or religious requirements please contact us via [email protected] prior your to arrival. You should also check our confiscation list for prohibited items (e.g. glass bottles, cans etc.) before your visit.

    • Can I bring a banner?

      Generally, we discourage people from bringing large posters and banners to events as they can restrict the view of people sitting behind you. At the risk of getting your posters confiscated and upsetting other audience members, we would suggest that you didn't bring them with you. Flags and banners with large poles will be confiscated for health and safety reasons.

    • Can I bring a pushchair?

      Please note that whilst you may bring your children to the venue in a push chair, car seat or carry cot, we do not allow these items into the seating areas as a condition of our venue licence. Please leave these with Security at the Confiscation Kiosk on entry. They will give you a ticket and you can collect your items after the show.

    • What is deemed as unacceptable behaviour in the venue?

      Excessive intoxication, aggressive and antisocial behaviour will result in you being asked to leave or being removed from the venue.  Please be mindful of other customers safety and comfort around you.  If you have any concerns about the behaviour of any other persons around you then please speak to a member of staff at your earliest convenience.

    • I've heard about the NEC Group Arenas' partnership with MelodyVR, how can I watch concerts in VR?

      We’ll soon be offering customers ‘virtual tickets’ for selected live shows at Utilita Arena Birmingham and Resorts World Arena. We’ll keep you posted when these get confirmed and how to buy, but in the meantime there’s already a selection of ‘on-demand’ concerts available to buy via the MelodyVR app, on Oculus Go or Samsung Gear VR virtual reality headsets.  Check out the MelodyVR website for more information.

    • How do I arrange a charity collection?

      We salute all good deeds, but any charity collection must be agreed in writing by the Concert Promoter in advance of the concert date. No ifs, no buts. For further information please contact us.

    • Can I distribute leaflets at an event?

      Please note that we do not allow leafleting outside of Utilita Arena Birmingham. Any leafleting inside the arena or within our car parks must be done so with prior agreement from both the Concert Promoter and the venue. Where permitted, a charge may be made for this activity. The venue reserve the right to evict those conducting unauthorised leafleting from the premises.

    • Can I send the artistes fan mail?

      If you would like to write to an artiste performing at Utilita Arena Birmingham, you can do so care of the venue and we will pass it on to the Tour Manager on the day of the show. We do receive a lot of fan mail and cannot guarantee that it will be acknowledged, nor can we guarantee return of any items sent in.
      Please do not bring gifts for the artistes to the event with you as we are unable to accept responsilbility for them.

  • TICKETS
    • I am having problems purchasing tickets

      For queries about purchasing tickets you’re best bet is to contact our friends over at The Ticket Factory who run our official box office and ticket hotline - 0344 33 88 222

      Calls to 03 numbers typically form part of your inclusive calling plan.  However, call charges may vary – refer to your service provider for current charging information.

      To book tickets with wheelchair space or have any other specific accessibility requirements, please call our dedicated accessible booking line on 0800 640 5001.

      For Group bookings, usually for 10 or more tickets, call us on 0800 358 0058 or email [email protected]

    • How can I register for access to a presale?

      For certain shows, presale tickets might be on offer. This means you'll be access tickets before they go on general sale.

      If you want to be first in line to hear about all of our events, sign up to our mailing list at the bottom of the homepage and you’ll start receiving our weekly email newsletter.

      When presale tickets go on sale, just follow the link we send you to buy yours!

      Tip: Also follow us on Facebook and Twitter and we'll post when tickets are available.

    • I haven’t received my tickets yet, will they be posted to me?

      We aim to post tickets as soon as possible after you've bought your tickets. However tickets can be delayed up to 10 days before the event.

      Tip: You can track your order here.

      Tickets booked using a Credit or Debit card must be posted to the Card Holder's registered address. We are obliged to implement this rule under the terms of our contract with the Card Issuers (VISA, MasterCard, American Express etc.) and are unable to make any exceptions.

      Tickets booked using cards that are registered to addresses outside the UK, cannot be posted abroad and instead will automatically be held for collection at the venue Box Office regardless of the delivery method chosen at the time of booking.

    • My e-ticket won’t print/I have lost my e-ticket, what do I do?

      Don’t worry, we’ve got you covered. Just call customer services – run by our friends at The Ticket Factory- and they will be able to help you on 0844 338 0338.

      Calls cost 7p per minute plus your phone company's access charge.

    • Can you scan my ticket on my phone?

      We can scan tickets on smartphones, however we always advise you to bring a printed copy of your ticket in the event the barcode doesn’t scan properly. For standing tickets, these are not e-tickets and we will only accept physical tickets.

    • Where is the box office?

      You’ll find the Utilita Arena Birmingham box office located on the Arena Floor level to the right of Entrance E. This is accessible from both the north & south car parks.


      The Utilita Arena Birmingham box office is open on event days. Opening hours are limited and subject to change at short notice. To confirm our box office opening times before travelling please call 0844 338 8000 for up to date information.


      If you have a particular question about your ticket, why not check out our handy box office FAQs. Just point your mouse to theticketfactory.com/FAQs

    • What time does the box office open?

      The box office is usually open on show days at approx. 4pm. On certain show days, the box office may be open earlier or later dependant on the nature of the event. To confirm the opening times before travelling please check out the event page for your event or call 0844 581 1331. Please note, the box office is not open on non-show days.

    • How do I collect my tickets from the box office?

      Check what time the box office opens for your event, and head down with your ticket booking confirmation and photo ID.  Our box office team will take it from there.

    • I bought tickets as a gift but my name is on the ticket?

      We appreciate tickets are sometimes bought as gifts (after all, tickets are the best gift you can give). The name on the tickets will not affect the use of the tickets unless stated in the terms and conditions at the time of booking.

    • Do I need to bring ID to my event?

      If there is a strict ID policy in place for your event, we will notify you at the time of booking and in subsequent event communications.

    • Where’s my seat? / Are my seats any good?

      Seating varies for every event, and the seating layout can be subject to change before the concert takes place. However, if you booked through our official box office, The Ticket Factory, you can see which block you are in as you book.  Alternatively, you can check out the seating plan on your event page to use as a guide.

    • What does “restricted view” mean?

      A restricted view means there may be something obstructing your view of the event.

    • How are ticket prices set?

      Ticket prices are set by the (independent) Promoters and Organisers of the concerts and events which are staged at the venues. The Promoters and Organisers distribute tickets for sale through various Ticket Agents and in effect The Ticket Factory simply acts as another one of these Agents. Please note that tickets might be a higher price when purchased on the night of the event.

    • What is an Administration fee?

      This is the per-ticket fee agreed with our clients (venues, artists and event organisers). This fee contributes to our ticketing and distribution processing costs, such as the costs of running the ticketing software and computer network, operating our call centre and marketing the event.

      The amount of the administration fee is agreed with our clients and is often based on a percentage of the ticket price.

    • What is a Fulfilment fee?

      The fulfilment fee is charged per order regardless of the number of tickets purchased. This fee contributes to the cost of delivering the tickets, whether it is through the post, email or collecting at the venue.
      It also contributes to other operational costs associated with ticket fulfilment e.g. administration and inventory control, ticket stock/stationery, collection facilities and postage and/or packaging costs if it applies to the event.


      It's not payable if a ticket is purchased and collected at the box office at the same time.

    • What is a Facilities fee?

      The introduction of a levy is commonplace across the ‘live’ industry; for example, the renovation charge applied by many theatres or the charge applied by the O2 Arena, London, which is known as a ‘facilities fee’.
      The facilities fee is a permanent feature of the ticket prices for Resorts World Arena and Arena Birmingham events to ensure that both venues offer superb facilities, attract world class artists and provide customers with fantastic experiences.

    • Can you explain what secondary ticket agent means?

      A secondary ticket ‘agent’ or ‘seller’ is an outlet or person that re-sells second-hand tickets.  We always recommend using a primary ticket agent though, who is a STAR  accredited retailer, such as our official box office The Ticket Factory.  That way you can guarantee your money is in safe hands and your tickets are real.

    • How do you stop touting?

      If we are aware of any tickets sold by our official box office, The Ticket Factory, that have made their way to a secondary site other than Twickets – their partner ethical secondary ticket re-seller - and can trace them back to us, we will take steps to cancel them.

    • I can’t attend an event anymore, how can I get a refund?

      In a majority of cases tickets cannot be refunded or exchanged after purchase.  Please contact your original point of purchase for details.

      For a worry free ticket purchase, choose Ticket Protection to protect your transaction when purchasing through The Ticket Factory. Find out more about Ticket Protection here.

      If you bought through The Ticket Factory, you can view their ticket terms and conditions on their website.

    • What’s Amplify?

      Amplify is the official hospitality provider for Utilita Arena Birmingham and Resorts World Arena.  You can pre-book everything from single event packages to their most premium annual membership.  Check out the Amplify website.

  • YOUR VISIT
    • What time does the venue open?

      Door opening times vary for every event.  Check the venue event webpage for the latest times.

    • How do I get to the venue?

      We're at the heart of Birmingham city centre and a doddle to get to. Check out our Getting Here page for more info. 

    • Where do I park and how can I pre-pay?

      Please go to parking at the Arena for everything you need to know about about parking.

    • How early can I start queuing?

      We understand that many fans are keen to arrive early, but please note that we don’t encourage any form of queueing prior to doors opening.  If the number of people on site becomes a health and safety risk, our security team will need to move people on until doors open. 

    • Do you operate a numbering system for the queue?

      No, we do not operate any queue numbering system, as we don’t encourage any form of queueing prior to doors opening.

    • Will I be searched? / Could I be refused entry?

      In the interest of safety and security, a body pat down and bag search may take place. The security process is a condition of entry - any refusal, or the use of abusive, threatening or discriminatory remarks; including comments relating to weapons or explosives, will result in access being refused.

    • I am arriving before my mates but I have the tickets, can I leave their tickets somewhere?

      We’re afraid not, you’ll need to enter the Arena together.

    • What time will my event start?

      We often don't receive the actual performance times until closer to the event. These times are subject to change but you can find the latest times on your specific event page. Choose your event from our What's On page.

    • Can I stand up and dance in my seat?

      It is accepted that at most concerts the audience will stand throughout the main artiste’s performance, and this is also stated on your ticket if you buy through our official box office, The Ticket Factory.  However, standing on seats and in the aisles is strictly prohibited on health and safety grounds.  If you have accessibility requirements, please advise your ticket agent at the time of booking.

    • Will there be big screens at the event?

      Please note that where screens are used on a concert, this will be as part of the touring stage set, decided upon by the artiste and their Production.  The venue does not provide screens for any concert and as such this facility is never guaranteed.

    • Can I get into the standing area with a seated ticket?

      No. Access is strictly limited to the area which your tickets are for.

    • Will there be strobe lighting?

      Strobe lighting may be used during some performances. Patrons will be notified in advance (most commonly via signage on doors) if a performance includes the use of strobe lighting.

    • Will I be filmed at an event?

      At certain times the Arena may be used to film promotional material, and by attending an event at the venue you consent to the possibility of being filmed.

    • Am I allowed to mosh at a gig?

      Moshing can lead to the injury of others and is therefore prohibited at the Arena.

    • Can I crowd surf at a concert?

      Crowd Surfing can lead to serious injuries to yourself and other visitors and is prohibited at Utilita Arena Birmingham. Crowd surfing may result in ejection from the venue without a refund.

    • Is there places to eat and drink inside?

      We have a variety of food and drink outlets inside the Arena to suit a majority of dietary requirements 

    • Where can I smoke/vape?

      Smoking and vaping is not permitted in the Arena Bowl nor pre-show areas.  Vaping only is permitted around the concourse. Dedicated external smoking areas can be found at the end of the concourse.

    • Does the venue have a cloakroom?

      The Arena does not have a cloakroom due to the volume of people that attend events and the congestion this could result in. We therefore suggest that you keep your personal belongings to a bare minimum, as we cannot accept responsibility for items brought onto the premises. Sorry. 

    • Is there a cashpoint?

      Yes, an ATM machine is located externally next to Costa Coffee on the Boardwalk and inside the Arena on the concourse opposite the Unsigned Stage.

    • Is there free WiFi?

      Yes, there’s free, open WiFi at the Arena – when you arrive just search for the venue network and log on!

    • What do I do if I need medical assistance when I’m at the venue?

      The Arena’s medical centre is available on the concourse level opposite the entrance door to Block 2. In the event of an emergency please notify a member of Security, or any member of staff who will be happy to help. You can also get hearing protection from the medical centre if you are finding the concert a bit too loud. 

    • Can I leave the venue once I’m inside?

      Why would you want to leave us?!  On a serious note, we need to monitor the number of visitors in the venue, so once in the venue we do not permit them to come in and out as they wish.  If visitors would like to smoke or vape, there are dedicated areas for this inside the main walls of the Arena. 

    • What is ‘cashless’?

      Cashless simply means just that - paying by card or contactless rather than cash.  

      Whether your grabbing a quick burger or buying a round of drinks for your mates, we want to make this as quick as possible for you.  Therefore, we're asking folk to ditch the dosh and pay by contactless or with your chip and pin card. This means a speedier service and you get back to having fun at the show quicker!

      Don't worry, when using card or contactless there are no additional charges.

      If you don't have contactless or you've forgotten your card just ask one of our helpful members of staff they'll be able to point you in the direction of our vending machines that still accept cash and inform you of any areas accepting cash. 

      You can still pay by cash on merch and on parking!

    • I have an Amplify package - Can I pay in cash or will I need to use card?

      You can pay with cash or card in the Amplify Quartz and The Foundry restaurants. The cashless food and drink kiosks can be found in B(eat) and on the concourse.

    • What cards / methods of payment are accepted?

      We accept all card, Apple Pay, Android Pay and Samsung Pay, except for American Express.

    • I don’t like using cards and only carry cash - how can I pay for food and drink?

      As much as we are encouraging people to go cashless, we do understand that some of you would prefer to pay for things using cash.  Therefore, there will still be a roaming ‘cash only’ till at each catering point where you can pay with cash if required.

    • My teenage daughter/son is attending a concert, how can they pay for food and drink without money?

      Don’t worry, there will be roaming cash tills available at every kiosk to allow your son/daughter to pay for any food and drink while they’re inside the Arena. We’re also aware that a variety prepaid cards are now available, which will allow them to use our cashless tills. We accept all major prepaid cards and it means you can load as little or as much as you want them to spend on the night!

    • Can I get an autograph/shout out or send you fan mail to pass onto an artist?

      At the Arena we liaise with Production Managers and Concert Promoters rather than the artistes directly. This means we cannot guarantee any acknowledgement from the artistes themselves as the decision rests completely with their Tour Management.  

      We will ensure however, that any fan mail is passed onto the Tour Management on the day of the show. Please do not bring fan mail with you to the event, instead post it to us at: [Artist Name] Fan Mail,Arena Birmingham King Edward’s Road Birmingham B1 2AA. We do receive a lot of fan mail and cannot guarantee that it will be acknowledged, nor can we guarantee return of any items sent in. 

      We’d love to help you more, but beyond this we’re like a sunless Superman – powerless we’re afraid :(

    • Can I get backstage or have a meet and greet?

      Unfortunately, as a venue, we’re not responsible for the distribution of backstage passes, which are for working personnel only. Occasionally, meet and greet passes are won as competition prizes or offered as part of VIP tickets.  These are issued by the promoter not the venue, so please do not contact us to request backstage passes as we will be unable to help you.

    • Can I film an event?

      Please note that unauthorised filming of an event by audience members will not be tolerated. Anyone found to be filming illegitimately will have their equipment confiscated or risk ejection from the venue.

    • Can I take photographs? / Can I get a photo pass?

      We understand the desire to take a few snaps during the show, however every Concert Promoter has their own policy regarding the admission of cameras. It should therefore not be assumed that you’ll be allowed to bring a camera into the show, and unfortunately promoters may change their policy at short notice. In this event, you’ll be required to leave your camera at the confiscation kiosk for collection after the show.

      Professional type cameras (those with the fancy interchangeable lenses) are a definite no-no unless you’re an officially accredited photographer covering the event. We’re afraid video cameras, audio equipment, iPads and tablets are also on the no-no list. Small instamatic cameras and smartphone cameras are generally permitted by the promoter, but we’d recommend contacting us before the show to check what the particular camera policy is and avoid disappointment on the night.

      Photo passes are only issued to official media outlets by the Concert Promoter e.g. newspapers.  Professional photographers should contact them direct to request photo or filming passes.

    • Can I distribute leaflets at an event?

      Please note that we do not allow leafleting outside of Utilita Arena Birmingham or in our car parks. Any leafleting inside must be done so with prior agreement from both the Concert Promoter and the venue. Where permitted a charge may be made for this activity. The venue reserve the right to evict those conducting unauthorised leafleting from the premises. 

    • How do I arrange a charity collection at an event?

      Please note that any charity collections must be agreed in writing by the Concert Promoter in advance of the Concert date. For further information, please email [email protected] 

    • Can you donate a prize for a charity raffle?

      The Arena is part of the NEC Group, which has taken the decision to support a single charity each year. We feel that by doing so we can make a greater impact, and currently we are supporting Midlands Air Ambulance Charity. Unfortunately, on this basis we are unable to support raffle requests, however we wish every fundraiser the very best of luck in their endeavours.

    • Where can I buy merchandise?

      We have more merchandise than you can shake a stick at.  Kiosks are located on concourse.

    • How do I return faulty merchandise?

      The merchandise sales are operated by venue merchandisers, CMI. Please return your items to them at the following address to arrange a refund: CMI, Second Floor, 9 The Courtyard, 707 Warwick Road, Solihull, B91 3DA

    • There are people selling cheaper merchandise outside the venue, are they part of your company?

      No. These are unofficial merchandise sellers, and have no connection to the venue.  As they trade on public land, unfortunately they cannot be removed.  Those who purchase unofficial merchandise from these outlets do so at their own risk.

    • Are there any age restrictions at the venue?

      Under 14 year olds MUST be accompanied by an adult aged 18yrs + with a valid ticket, into the venue.

      (i.e. 14yrs and over can come into the building on their own with a valid ticket).

    • How old do you have to be stand at a concert?

      Under 14 year olds are not permitted on a standing floor.

      14 and 15 year olds are only permitted on a standing floor when accompanied by an adult aged 18yrs +.

    • Does my child need a ticket if they sit on my knee?

      Due to the sound levels experienced during an event and the long-term hearing damage this could cause, we strongly recommended by most venues that children under 5 should not attend concerts or events other than those specifically aimed at younger visitors, i.e. children's shows. Any interruption caused by young children/babies that directly affects other members of the audience may result in you being asked to leave the venue immediately.

      Children aged 2 and under attending children’s shows, and sitting on an adult’s knee do not need a ticket.  Please check the event details before booking.

    • Can I bring a pushchair?

      Please note that whilst you may bring your children to the venue in a push chair, car seat or carry cot, we do not allow these items into the seating areas as a condition of our venue licence.  Please leave these with Security at the Confiscation Kiosk on entry.  They will give you a ticket and you can collect your items after the show.

    • Where are the baby changing facilities

      Baby changing facilities are located in every female and male toilet around the venue. 

    • Can I bring in baby bottles?

      Thermal bottles are not permitted in the venues as they are not collapsible under foot and cause a trip hazard in the event of an evacuation.  Sealed plastic bottles are however permitted into the venue.

    • I am visiting with a part of school children/students do you have a risk assessment?

      We work closely with show organisers to ensure the safety and wellbeing of our visitors at all times.

      The NEC Group Arenas have prepared a risk assessment form which can be used as a guideline. Completion of this form or your own company policy form covers your party in public areas.

      For all other queries please contact NEC Safety, Health & Environment on 0121 780 4141 

      Download

    • Do you have a prayer room?

      We don’t have a dedicated prayer room at the venue.  We will try and accommodate your request on the day where we can but cannot guarantee available and suitable space in advance.

    • Can I get drinking water in the venue?

      Yes, free drinking water is available from the medical centre on the concourse opposite Block 2 and from various food and bar outlets.  Please ask a member of staff for clarification when in the venue.

  • SECURITY
    • What are your current security measures?

      Your safety and security is our top priority. Working together with local and national authorities, security measures at our Arenas are under constant review to ensure that they remain effective and proportionate.


      We have comprehensive and integrated overt security measures in place including; tailored venue search operations, strategically placed security personnel, multi-purpose dog response teams and intelligence led CCTV monitoring.


      In addition, extensive covert security measures are also in place, so whilst you may not see all operational security activity, you should be assured that activity is on-going, often behind the scenes.
      We work in partnership with West Midlands Police, who often deploy a variety of resources to work alongside our teams.


      These controls and other protective measures are in place across all NEC Group venues, throughout event periods and at all other times.

      What can you do to help?

      • We encourage you to arrive to the venue as early as possible, to allow more time for enhanced security checks.
      • It is best for everyone if you do not bring a bag at all, however if you do, please only bring essentials with you:


      NOT PERMITTED
      Any bag larger than 42cm x 30cm x 15cm – that’s the size of an A3 sheet of paper


      A full list of prohibited items can be viewed in the FAQ tab: ’What items are not permitted to be brought into the venue’

      • Our security teams work hard to keep you safe, please be patient and help them by co-operating with their requests
      • Customers who make any inappropriate comments to staff or other event goers, even in jest, will be refused entry
      • As always, please remain vigilant and if something doesn’t look right, you should speak to staff or the Police who will take appropriate action.
    • Will I be searched?

      In the interests of safety and security, a search will take place.  Please allow additional time for this process.

      The security search process is a condition of entry.  Any refusal or the use of abusive, threatening or discriminatory remarks, including comments relating to weapons or explosives will result in access being refused.

    • Our bag policy

      We advise that you do not bring a bag at all, however if you do, please only bring essentials with you:
      NOT PERMITTED:
      Any bag larger than 42cm x 30cm x 15cm – that’s the size of an A3 sheet of paper
      If you are unable to return an over-size bag to a vehicle/hotel then a £10 charge will be applicable for storage in an off-site facility

    • I was at an event recently and my bag wasn’t checked?

      Bag searching is just one of many components which go into our security measures but for obvious reasons, we don’t go into specific security details for individual shows as this is potentially detrimental to these processes.


      We have additional security measures in place including visible armed police and dog patrols throughout event periods and at all venues to ensure you guys feel relaxed and comfortable whilst at the show. Also, just a heads up, searches will be carried out throughout the day and evening on all our sites, so be cooperative if one of the teams ask.

    • What items are not permitted to be brought into the venue?

      At Utilita Arena Birmingham we’re all about ensuring every visitor has a great time, but rules are rules. It’s a condition of our venue licence that certain items are not allowed into the Arena in the interests of health and safety. These items include, but are not limited to:
      Hot food | Alcohol | Glass bottles | Cans | Flasks | Cool boxes | Hampers | Large flags/banners | Helium balloons | Studded belts | Dog collars | Trouser chains | Selfie Sticks | Sharp/large rings | Smoke Grenades | Flares | Fireworks.
      Items will be confiscated and returned to you after the event, which may delay your access into and out of the Arena. If in doubt, leave it home would be our recommendation. Please note, prohibited items vary on a show-to-show basis; please refer to your ticket terms and conditions for any items that are not allowed into the venue.

    • What can I do to help?

      We encourage you to arrive to the venue as early as possible, to allow more time for enhanced security checks.

      It is best for everyone if you do not bring a bag at all, however if you do, please only bring essentials with you:

      NOT PERMITTED

      Any bag larger than 42cm x 30cm x 15cm – that’s the size of an A3 sheet of paper

      A full list of prohibited items can be viewed in the ‘Dos and Don’ts of what to bring’ section below

      Our security teams work hard to keep you safe, please be patient and help them by co-operating with their requests

      Customers who make any inappropriate comments to staff or other event goers, even in jest, will be refused entry

      As always, please remain vigilant and if something doesn’t look right, you should speak to staff or the Police who will take appropriate action.

    • What advice are you giving to people coming to your venues?

      If you’re coming to a show in the near future, we’re encouraging you guys to remain vigilant and report any suspicious activity you may to see to a member of our security staff or the police. Please give yourselves plenty of time when planning your journey and get here as early as you can as enhanced security checks will be in place.

    • How will queuing be affected?

      We encourage you guys to arrive as early as possible to allow time for enhanced security checks when heading into the venue.
      We have additional security measures in place including visible armed police and dog patrols throughout event periods and at all venues to ensure you guys feel relaxed and comfortable whilst at the show. Also, just a heads up, searches will be carried out throughout the day and evening at all sites, so be prepared if one of the guys ask.

  • FEEDBACK & ENQUIRIES
    • Ticketing Enquiries

      If you have purchased your tickets from The Ticket Factory, please check out the Help pages on The Ticket Factory website.

      If you purchased tickets from elsewhere, then please contact your point of purchase.

    • Venue Box Office Location/Opening Enquiries

      Please refer to our FAQs above.

    • At your event…

      Please approach any member of security or the stewarding team, who will be more than happy to help you with any enquiries.

    • What if my seats are unsatisfactory?

      If you require alternative seating please return to Customer Services at the Box Office whilst you are at the Arena.  If you see empty seats in the Arena, please do not assume that you can move into them without first asking a member of staff.

    • How do I leave feedback?

      We welcome all feedback and if you would like to contact us about a recent experience at the Arena, please email us at [email protected]

    • How do I make a complaint?

      Utilita Arena Birmingham strives to make your visit as enjoyable as possible, however if you do encounter a problem please return to Customer Services at the Box Office immediately and they will offer every assistance possible. There is also a Manager on duty at each event. Please note that it is easier to resolve a complaint at the time as there is often little we can do after the event.
      If you have any suggestions or comments you wish to make, please advise a member of staff. Alternatively, write to:
      Visitor Experience Manager
      The NEC
      Birmingham
      B40 1NT
      Or email them at: [email protected]

    • I have lost an item of belongings at the venue. What do I do?

      If you have lost an item at the venue, please contact the venue on [email protected] and our team will be happy to look into this for you.

  • COVID-19

LOOKING FOR ACCESSIBILITY FAQs?

To view our Accessibility information, including a full FAQs section, please visit the Accessbility section of our website using the navigation bar at the top of the page.