Frequently Asked Questions

All your questions answered

  • WHAT IS YOUR POLICY REGARDING MINORS ATTENDING CONCERTS?

    To avoid disappointment please follow our recommendations below when purchasing a ticket as, or for a minor.

    Age Restriction Recommendations into the Genting Arena.

    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).

    Age Restriction Recommendations onto a standing floor at the Genting Arena.

    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 +.

  • WHERE IS THE BOX OFFICE?

    The Genting Arena box office is located next to the main entrance of the venue.

  • WHAT TIME IS THE BOX OFFICE OPEN?

    The Genting Arena box office is 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 call 0844 581 1331 for up to date information. Please note, the box office is not open on non-show days.

  • WHY DO YOU CHARGE ADMIN FEES?

    Administration fees cover the cost of processing bookings from the cost of running the ticketing software and computer network to operating a 24/7 call centre and promoting the event. The amount we charge is agreed with the Event Promoter or Organiser and is usually based on a percentage of the ticket price.

  • WHAT IS THE FULFILMENT FEE FOR?

    The fulfilment fee covers the cost of delivering the tickets to you, whether this is by post, electronically or collecting at the venue. There are costs associated in dispatching tickets from postage, ticket stock and stationery to operational costs such as inventory control to running a collection facility. This fee doesn’t alter according to the number of tickets you buy, it is a one off fee on the overall order.

    PLEASE NOTE: If you purchase your tickets at the box office and are able to collect your tickets at the same time you will not have to pay the fulfilment fee. The administration fees are applicable on all transactions and all payment methods including cash for tickets purchased at the box office.

  • HOW ARE THE 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.

  • WHERE CAN I COLLECT MY TICKETS?

    Tickets should be collected from the relevant venue box office on the day of the concert/event. Please present your card at the box office window marked 'Prepaid Collections'.

    PLEASE NOTE : Tickets for evening concerts and events will be available for collection from 1 hour 30 minutes prior to the show start time.

    If you are unable to bring the card (with which the booking was made) to the box office, we can accept a signed letter from the card holder that authorises you to collect the tickets on their behalf. The letter will need to quote the card holder's full name, address and card number and should be presented at the box office window marked 'Prepaid Collections' together with a recent Utility bill (Gas, Electric, Water or Telephone) confirming the Card Holder's details. Photocopies will NOT be accepted.

    When purchasing tickets over the telephone, please inform our sales advisor before booking if you wish to collect your tickets.

    Usually for bookings made 3 or less days in advance of a concert/event, tickets will automatically be held for collection at the venue box office. If tickets are being held for collection the only delivery method available at the time of booking will be 'To Collect from Venue Box Office'.

    If you wish to collect your tickets before the day of the concert/event please contact Customer Services. If you have already booked and now want to collect your tickets instead of having them posted, please contact Customer Services. 

    Customer Services usually require 48 hours notice to arrange collection of tickets and Standing Tickets can ONLY be collected from the show Venue Box Office, after 4pm on the day of the show.

  • WHAT SHOULD I DO IN A MEDICAL EMERGENCY?

    In the event of a medical emergency please notify a member of Security or any member of staff who will be pleased to help you. Alternatively, call the Medical Centre on 2222 using the internal telephones located inside the main venues.

  • CAN I BRING MY CAMERA?

    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.

  • DOES THE VENUE HAVE A CLOAKROOM?

    Due to the size of the Genting Arena and the number of people visiting during an event, unfortunately we are unable to offer a cloakroom facility. Our advice would be to bring the minimal amount of additional personal belongings – particularly if you are going to a standing concert, as there will not be space for you to leave bags, coats etc on the floor where you stand.

  • WILL MY TICKETS BE POSTED TO ME?

    Although tickets are usually posted out within 7-14 days of purchase, there are occasionally delays due to exceptional circumstances such as special 'souvenir' ticket stock or show-specific ticket wallets. If there is a delay the only delivery method available at the time of booking will be 'Mail - Delayed Delivery'.

    If you have any queries please contact Customer Services.

    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.

  • CAN I BRING AN ASSISTANCE DOG?

    Assistance Dogs are welcome at our venues; however we do recommend that they are not brought to concerts or other loud events.

  • IS THERE A CASH POINT AT THE GENTING ARENA?

    An ATM machine is located at The Arena main entrance.

  • WILL I BE ABLE TO GET AUTOGRAPHS AT THE SHOW?

    Unfortunately, as a venue, we have no real interaction with the artistes that perform here. We instead liaise with Production Managers and Concert Promoters. When we receive fan mail and requests, we will pass these on to Tour Management on the day. As you can imagine, we do receive many requests of this nature and more popular artistes can be inundated. Sadly we cannot guarantee any acknowledgement from the artistes themselves as the decision rests with their management. You may have more success writing to record companies and fan clubs; however we do not have any contact details we can give you.

  • HOW CAN I GET A BACKSTAGE PASS?

    Unfortunately, as a venue, the Genting Arena is not responsible for the distribution of backstage passes, which are for working personnel only. Occasionally, meet and greet passes are won as competition prizes run by radio stations or in magazines, but these are not issued by the venue or concert promoter. Please do not contact us to request backstage passes as we will be unable to help you.

  • CAN I BRING A BANNER?

    Generally, we discourage people from bringing large posters and banners to concerts 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.

  • HOW DO I ARRANGE A CHARITY COLLECTION AT THE GENTING ARENA?

    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 arena-sales@necgroup.co.uk    

  • DOES THE NEC GROUP ACCEPT CHARITY REQUESTS?

    Due to the profile of our organisation, numerous individuals and charitable bodies approach us each year, seeking assistance with worthwhile causes. Funding arrangements for The NEC Group prohibit direct charitable contributions; however we have been able to work with a number of groups providing time, materials or encouraging our staff to make donations or participate in events. In order to maximise the impact of ongoing work with selected charities, reduce the pressure placed on our employees and ensure that all charitable projects are considered equally and fairly, support is given to a different charity each year, which is selected via a ballot within our employee magazine.

  • HOW DO I MAKE A COMPLAINT?

    The Genting Arena 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.

  • ARE THERE ANY ITEMS I CANNOT BRING TO A CONCERT?

    It is a condition of our venue licence that certain items are not allowed into the venue in the interests of health and safety. These items include but are not limited to: Glass Bottles; Cans; Flasks; Cool boxes; Large flags / Banners; Helium balloons; Studded belts; Dog collars; Trouser chains; Selfie Sticks; Sharp/large rings, smoke grenades, flares and fireworks. All such items will be confiscated on arrival and will be returned to you at the end of the show. This may delay your access into and exit from the venue. 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.

  • CAN I BRING FOOD & DRINK TO AN EVENT?

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

  • DO YOU PERMIT CROWD SURFING?

    Crowd Surfing is prohibited at the Genting Arena and may result in ejection from the venue without a refund.

  • WHAT CAN I DO IF MY SEATS AREN'T SATISFACTORY?

    If you require alternative seating please return to Customer Services at the Box Office. 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.

  • CAN I SEND YOU FAN MAIL TO PASS ON TO AN ARTIST?

    If you would like to write to an artiste performing at one of our venues, you can do so care of the venue and we will pass it 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.

  • 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 Operations, Suite H, The Priest House, 1624-1628 Warwick Road, Knowle, Solihull, B93 0JU.

  • HOW CAN I LEAVE FEEDBACK?

    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: feedback@necgroup.co.uk

  • WILL I BE FILMED AT AN EVENT?

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

  • 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 BRING GIFTS FOR THE PERFORMERS AT A CONCERT OR EVENT?

    Please do not bring gifts for the artistes to the concert with you as we are unable to accept responsibility for them.

  • CAN I DISTRIBUTE LEAFLETS AT AN EVENT?

    Please note that we do not allow leafleting outside of the Genting Arena. 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.

  • WILL I BE ABLE TO MOSH AT A CONCERT?

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

  • WHAT ARE THE OPENING TIMES FOR THE VENUE?

    Door opening times vary from show-to-show, please refer to your ticket for door opening times or visit the box office website for show information.

  • CAN I BRING A PUSH CHAIR TO AN EVENT?

    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.

  • WILL THERE BE BIG SCREENS AT THE CONCERT?

    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.

  • WHERE WILL I BE ABLE TO SMOKE?

    Following legislation introduced in July 2007 the Genting Arena is a totally non-smoking venue. A pass out procedure should be in operation on most concerts/events, to allow smokers outside to smoke (in designated areas) and then to re-enter the building. However, there will be some events where this will not be possible for logistical reasons; so it is worth checking what the policy will be. If pass outs are not permitted on an event, this information should be made available in advance on tickets and on the event information available on our website. If for any reason the pass out policy for an event changes, the venue will make every effort to communicate this change to ticket holders. Electronic cigarettes are not permitted to be used within the venue but can be used within the designated smoking areas.

  • WILL I BE ALLOWED TO STAND AT THE CONCERT?

    It is accepted that at most concerts the audience will stand throughout the main artiste’s performance. If this is likely to cause you difficultly, you should request seats at the front of any section when booking seats for shows, even if this means sitting further away from the stage. This will ensure you can make your own choice in remaining seated. Seats in the tiered area would also offer a better view in this situation. Please note that standing on seats is strictly prohibited on health and safety grounds.

  • 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.

  • I’m visiting with a party 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 767 2930

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