FAQ's

We want you to have the best experience with us.

Answers to some of our most frequently asked questions that you may need, ahead of your visit to see the event we know you've been looking forward to.  

Your Visit

Do I need to show the NHS COVID Pass on entry?

No. From Friday 18 February 2022, it is no longer a legal requirement for venues and events in Wales to use the NHS COVID Pass. From this time, ticket holders do not need to show their COVID status – proof of full vaccination or negative test result.

Do I need to wear a face covering?

As of Monday 28 February 2022, 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. 

Are there any COVID-19 measures in place at all?

The Welsh Government has confirmed that from Friday 18 February 2022, the legal requirement to show a COVID Pass to enter certain venues and events such as ours, will be lifted and from Monday 28 February 2022, face coverings 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. The legal requirement to self-isolate if you test positive remains in place until 24 March 2022. Please do the right thing and be mindful and respectful of others. 

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

Please always check our FAQs before your visit. Everything you need to know will be right here and essential updates will be sent to ticket bookers by email if there are any changes to shows and events. 
 

What are your opening times?

The door time will be on your ticket. We’ll have our usual security measures in place, so please arrive in good time for entry. 

How do I get there?

Always check travel before you head out, you can find out everything you need to know about local transport links and the easiest way to get to us on our Travel Info page.

What happens when I arrive?

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 wil be on hand to show you the way and provide the best possible audience experience.

Will I need to queue?

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 understand goes a long way with our staff.

I have an accessibility booking query, how do I get in touch?

Please contact us by email and we’ll do our best to help. Just tell us, which show or event you have tickets for, where and how you booked, and we’ll get right back to you.

What if I’m late?

Try not to be as we really don’t want to slow anyone down. You may be refused entry if the performance has already started.  

Can I bring a bag and is there a cloakroom?

Our cloakroom service is limited, so please travel light, we’ll only allow bags - no rucksacks please - no bigger than 30cm x 21cm - that’s roughly the size of a piece of A4 paper - so bring just what you really need.

Large bags and rucksacks cannot be accommodated, so ticket holders will be refused entry, sorry.

Security measures are in place, so we may also ask to do a bag check on arrival.

Do I pay with cash or card?

We prefer contactless or card payment only right now.

Will hand sanitiser be available?

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

How is your venue cleaned?

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.

What happens when the show finishes?

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.

Have you planned your journey?

Before you travel, please check all transport routes for the latest information, services and timetables. Plan ahead and know how you’re going to get home. 

I can’t find the answer to my question. How do I get in touch?

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’.

General

Are there any age restrictions?

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

Do you provide a cloakroom facility?

We have a cloakroom available for every show. £3 per single item or £6 for a filled bag.

Can I make signs so my favourite singer will notice me?

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.

Will there be show Merchandise available?

Most shows will have Merchandise available for sale on the evening,  this is generally in the main foyers as you enter the Arena.

Do you provide hearing protection?

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.

Food & Drink

Can I bring food & drink into the venue?

No food or drink items can be brought into the venue. It’s common practice. We do have a range of food and drinks that you can purchase once inside.

Can I pay by credit/debit card at the food & drink outlets?

Yep! Or if you'd prefer there is also a cash machine on site and directly opposite the venue.

I’ve upgraded my ticket to include a meal in the restaurant. Do I need to reserve a table?

No don’t worry if you’ve upgraded your ticket, then we know you’re coming. Just head for the centre doors from 5pm and a steward will point you in the right direction.

Accessibility

What facilities are available for disabled customers at the venue?

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 Live Access Team will look after you when you get here. Go to the Live Access page if you need to get in contact.

Do you have a hearing loop?

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

Can I see the Seating Plan for the venue?

We have a list of seating plans on this page - take a look  

Where can I park?

There are several car parks within walking distance of the Arena. For more information go to our Getting Here page.

How do I get to the Arena?

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

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

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.

Getting Here

Where can I park?

There are several car parks within walking distance of the Arena. For more information go to our Getting Here page.

How do I get to the Arena?

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

Performance Times

What time does the performance start/finish?

As soon as we know the approximate running times of a show we will add to the event page in What’s On 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).

What time should I arrive?

We suggest that you arrive in plenty of time - you don’t miss any of the performance!

The venue doors are open from approximately 1 hour before the performance start time.

What is your latecomers’ policy?

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.

Security

Are cameras permitted in the arena?

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 page of the concert you’re attending to see if this applies.

Security and Checks

Motorpoint Arena Cardiff 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.

I’ve lost something. What shall I do?

Our team keeps a note of everything we have handed in, so will be able to tell you the morning after the event. Please contact us by email with a description of your item [email protected]

Unfortunately we can't hold on to lost property forever. We keep everything for 14 days after the event date, and then the items are given to charity wherever possible. 

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

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.

Can I bring my bag into the arena?

For our shows bags larger than an A4 size piece of paper will not be permitted into the Arena (nor into our cloakroom). Please arrange to leave any shopping bags, including tote bags, somewhere safe and secure, before entering the venue. All bags will be searched. We do not accept rucksacks of any kind.

If you have a medical condition that requires you to carry any medical supplies in a small bag for example, we of course understand and appreciate this.  Let our security or stewarding team know when you arrive.  All bags will be searched, but please contact our Access Team HERE if you’d like to check any details with us, or let us know ahead of time.  

Is it alright for me to leave the Arena and come back in on the same night?

For security reasons we need to monitor the amount of people in the building, so people coming and going would make this very difficult to do. If you do have a specific request though, do speak to a member of staff who can help. 

Ticket Enquiries

My tickets haven’t arrived. Help!

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

Can I book tickets over the phone?

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.

How do paperless tickets work?

Here's 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 futher information on paperless ticketing go to 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).

Vacancies

I’d love to work with you at the Arena. How do I find out how?

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

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