Further to Government advice, the safety of our customers, employees and artists is of paramount importance. All shows and events until 31 March are temporarily postponed, so to help keep you up to date of plans and changes, ticket holders of any affected event will be contacted directly. Please follow events on our website to find out all the latest show information.
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.
COVID 19
COVID-19: Your venue is closed. When will it reopen?
COVID-19: I have tickets for a show that is postponed, what should I do?
Don’t worry. That means we are waiting for details of a rescheduled date, so hang on to your tickets, your ticket agent will be in touch with details as soon as we have them.
COVID-19: I have tickets for a show that is cancelled, what happens now?
That means, unfortunately, it’s no longer going ahead, so you will automatically hear from your ticket agent from whom you purchased your ticket. Our ticket agent is Ticketmaster, so if you need to know more, their FAQs are right here.
COVID-19: How long will you be closed, what happens now?
First and foremost, we must all follow official guidance from UK Government, the World Health Organisation, Public Health England and Public Health Scotland, as well as local authorities to minimise the risk of the virus’s transmission. Keep checking our website to find our more and we’ll be sure to contact you directly if you’ve got tickets to a show or event.
COVID-19: I need to pick up lost property, how do I do that?
We won’t see personal callers until we reopen our offices, but just let us know what’s gone missing, when, and where you lost it and contact us using the ‘Contact’ form on our venue website. We’ll be sure to get back to you.
COVID-19: How can I find out the latest news about the show I’m going to?
Please be assured that ticketholders of any affected event will be contacted directly. We too will communicate information via our website and social media channels.
COVID-19: Will your daytime Box Office still be open?
Our Box Office is closed to visitors, but you can still get the latest show and event information and book tickets using our venue website and ticketmaster.co.uk.
COVID-19: Can I get a refund if I can’t go?
If you can no longer use your tickets and you bought them from Ticketmaster, you can list them for sale on their Ticket Exchange for face value or less. Find out more here. If a show has been rescheduled and you can no longer make the new date, rest assured your ticket agent will be in touch by email, to let you know what your options are.
COVID-19: I’ve sent you an email/DM/left a voicemail, you haven’t replied yet?
Due to the high volume of enquiries, and to help keep you up to date of plans and any changes to events, please refer to our website, where you’ll find our latest show and event details and all-important ticket information. Please be assured that ticketholders of any affected event will be contacted directly. We too will communicate information via our website and social media channels. Thank you for your patience and understanding, we’ll do our very best to get back to everyone as quickly as we can.
COVID-19: How do I know it will be safe to come back to your venue? What preventative measures have you put in place?
We fully appreciate and understand your concerns. It goes without saying that the ongoing safety of our visitors, employees and artists is our top priority. We will continue to review all procedures and protocol with all staff and follow official guidance from UK Government, the World Health Organisation, Public Health England and Public Health Scotland, as well as local authorities.
You can follow the most up to date information that is available at these official sources:
UK Government
Public Health Wales
NHS
World Health Organisation
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 receptionist keeps a note of everything we have handed in, so will be able to tell you the morning after the event. Contact us on 029 2023 4500 or email [email protected]
Unfortunately we can't hold on to lost property forever. We keep everything for one month after the event date and then the items are given to charity.
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.
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.
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.