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

Do I have to show COVID-19 status on entry?

Yes. For entry, you will need to demonstrate your COVID-19 status by providing either:

  • Proof of a negative NHS Rapid Lateral Flow Test (such test to be taken within 24 hours prior to attending the event at the venue); or

  • Proof of full vaccination - both doses received (with the second at least 14 days prior to the arrival at the venue); or

  • Proof of natural immunity based upon a positive PCR test within 180 days of arrival at the venue (and after the 10-day self-isolation period following the result).

You can order free NHS Rapid Lateral Flow Tests here, or collect testing kits in person from any pharmacy. You can also find our nearest collection point and opening times here.

Please do not bring the home test strip with you.

Follow these instructions for what you need to do:

You must report your COVID-19 NHS Rapid Lateral Flow Test result online, by clicking on this link - COVID-19 NHS Rapid Lateral Flow Test result.

OR use this link in your browser - https://www.gov.uk/report-covid19-result.

You will need to demonstrate your negative NHS Rapid Lateral Flow Test result by showing us one of the following: 

  • Text OR email confirmation of your result

If you do not have access to the internet, you can also report your test result by calling the phone number in your test kit’s instructions, NHS 119.

How do I show proof of my COVID-19 status?

You will need to demonstrate your COVID-19 status by providing either:

For entry, you will need to demonstrate your COVID-19 status by providing either:

  • Proof of a negative NHS Rapid Lateral Flow Test (such test to be taken within 24 hours prior to attending the event at the venue); or

  • Proof of full vaccination - both doses received (with the second at least 14 days prior to the arrival at the venue); or

  • Proof of natural immunity based upon a positive PCR test within 180 days of arrival at the venue (and after the 10-day self-isolation period following the result).

 

You can order free NHS Rapid Lateral Flow Tests here, or collect testing kits in person from any pharmacy. You can also find your nearest collection point and opening times here.

Please do not bring the home test strip with you.

Follow these instructions for what you need to do:

You must report your COVID-19 NHS Rapid Lateral Flow Test result online, by clicking on this link - COVID-19 NHS Rapid Lateral Flow Test result.

OR use this link in your browser - https://www.gov.uk/report-covid19-result.

You will need to demonstrate your negative NHS Rapid Lateral Flow Test result by showing us one of the following: 

  • Text OR email confirmation of your result

If you do not have access to the internet, you can also report your test result by calling the phone number in your test kit’s instructions, NHS 119.

Any COVID-19 reason I wouldn’t get in on the day?

If you get a positive NHS Rapid Lateral Flow Test, you will not be admitted, and you’ll need to follow the advice on the NHS 111 Wales website. Make sure you do your test at home, in advance and leave enough time before the start of the event to obtain your result.

 

For entry, you will need to demonstrate your COVID-19 status by providing proof of a negative NHS Rapid Lateral Flow Test (such test to be taken within 24 hours prior to attending the event at the venue. 

How do I upload an NHS Rapid Lateral Flow Test result?

You can order free NHS Rapid Lateral Flow Tests here, or collect testing kits in person from any pharmacy. You can also find our nearest collection point and opening times here.

You must report your COVID-19 NHS Rapid Lateral Flow Test result online, by clicking on this link - COVID-19 NHS Rapid Lateral Flow Test result.

OR use this link in your browser - https://www.gov.uk/report-covid19-result.

You will need to demonstrate your negative NHS Lateral Flow Test result by showing us one of the following: 

  • Text OR email confirmation of your result

If you do not have access to the internet, you can also report your test result by calling the phone number in your test kit’s instructions, NHS 119.

A positive result from an NHS Rapid Lateral Flow Test means it’s likely you had coronavirus when the test was done. You and anyone you live with must not attend and self-isolate immediately. You are then advised to get a PCR Test to confirm your result as soon as possible.

If you have symptoms of the coronavirus infection (COVID-19), however mild, follow the advice on the NHS 111 Wales website.

If I’m coming to an event, when should I do an NHS Rapid Lateral Flow Test?

To demonstrate your COVID-19 status, you should do your NHS Rapid Lateral Flow Test at home within 24 hours prior to arriving at the venue.

I don’t have a smartphone what should I do?

If you don’t have a smartphone or a computer, there’s still a way to report and get proof of an NHS Rapid Lateral Flow Test by telephoning 119 - this phone number is in your test kit’s instructions as well – and they’ll tell you your options. Please check with them before you visit and leave enough time before the start of the event to obtain the result.

To request a paper NHS COVID-19 certificate, call 0300 303 5667 if you are unable to use the digital NHS COVID Pass. It can take up to 10 working days for a certificate to arrive. You can call 7 days a week between 9am and 5pm. GPs cannot provide letters showing your COVID-19 status.

How do I prove I’ve had 2 doses of the vaccine?

We cannot accept vaccine cards issued at vaccination centres as proof of vaccination.

Please use the NHS COVID Pass to show your vaccination status. You can access the NHS COVID Pass via the NHS website.

If you live in Wales, you cannot get it via the NHS App, as this is only valid in England.

If you do not have photographic ID, you will need to request a paper NHS COVID certificate.

Your NHS COVID Pass includes a barcode. The expiry date refers to the barcode and will update automatically. It does not apply to your vaccination status.

To request a paper NHS COVID-19 certificate, call 0300 303 5667 if you are unable to use the digital NHS COVID Pass. It can take up to 10 working days for a certificate to arrive. You can call 7 days a week between 9am and 5pm. GPs cannot provide letters showing your COVID-19 status.

Here’s how to get a record of your vaccination status in England, Scotland, or Northern Ireland.

Find out more here.

 

How do I get an NHS COVID Pass?

We cannot accept vaccine cards issued at vaccination centres as proof of vaccination.

Please use the NHS COVID Pass to show your vaccination status. You can access the NHS COVID Pass via the NHS website

If you live in Wales, you cannot get it via the NHS App, as this is only valid in England.

If you do not have photographic ID, you will need to request a paper NHS COVID certificate.

Your NHS COVID Pass includes a barcode. The expiry date refers to the barcode and will update automatically. It does not apply to your vaccination status.

To request a paper NHS COVID-19 certificate, call 0300 303 5667 if you are unable to use the digital NHS COVID Pass. It can take up to 10 working days for a certificate to arrive. You can call 7 days a week between 9am and 5pm. GPs cannot provide letters showing your COVID-19 status.

Here’s how to get a record of your vaccination status in England, Scotland, or Northern Ireland.

Find out more here.

I’m travelling from Europe, overseas, will you accept the EU Digital Certificate?

Yes, we will accept an EU Digital COVID certificate. Please also be sure to check any necessary testing and quarantine requirements before you get here.

I’m under 18, what do I need to do?

Right now, the vaccine is only available to those over 18, so for children and young people between the age of 11 and up to and including 18, proof of a negative NHS Lateral Flow Test is your option to demonstrate COVID-status.

As yet, there are no plans to vaccinate children under the age of 16 in the UK, however guidance is subject to change.

Do I have to wear a face covering?

Yes. Right now, government guidance and the law is that you’ll need to cover your face at all times in all indoor communal areas (aside from when you are eating or drinking), and our staff will be wearing face coverings as well.

Do I need to scan the Test Trace Protect QR code?

Yes please, we’ll have QR codes on display for you to scan. If you’ve already downloaded it, please use the NHS COVID-19 app when you see the Test Trace Protect QR code poster.

You can download the NHS COVID-19 app from the Apple App Store and the Google Play Store.

What happens if I have COVID-19 symptoms before or after visiting?

If you, or someone you live with display symptoms associated with COVID-19, then you shouldn’t attend. Please stay home and self-isolate and get tested as quickly as possible.

What happens if someone else has COVID-19, will I be contacted?

We’ll have the contact details of everyone who booked tickets, so if necessary, we’ll be able to share information with the NHS in a safe and secure way. Please follow any direction they give should they get in touch asking you to get tested or self-isolate.

What happens if I feel ill and can’t use my ticket?

Health and safety is important, so if you, or someone in your party feels ill, just let your ticket agent – that’s who you booked through – know as soon as you can.

 

If that’s Ticketmaster, here’s how to get in touch.

Please remember, it’s important you do not attend if:

  • You believe you may be infected with COVID-19
  • Have experienced symptoms in the last 10 days
  • Been in close proximity to anyone who has experienced symptoms in the last 10 days
  • Have arrived in Wales in the last 10 days from a country where quarantine restrictions in Wales apply. Please check here for testing and quarantine rules that apply to you.
  • Have been instructed to self-isolate
What are your opening times?

The door time will be on your ticket. Please arrive in good time, we’ll have extra COVID-19 checks in place and our usual security measures too.

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?

Our team has been hard at work to provide the best possible audience experience. It’s important you help us to help you by planning ahead and arriving on time so we can ensure the smoothest possible entry. It might be a little different to what you’re used to, but please follow all signage and our team will be on hand to navigate the way.

Will I need to queue?

Probably! We’ll have made some changes to allow for safety and security checks, but our team will show you the way. Have your tickets and COVID-status certification ready before you get there. Right now, 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.

 

We know that some people cannot for health reasons, so if this applies to you, please request a Face Covering Exemption Card. It will help our team identify you as exempt. Remember, not all exemptions are visible, so please be understanding of others.

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?

Short answer, we’d prefer you didn’t.

 

Our cloakroom service is limited at this time, so please travel light, we’ll only allow bags 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 cannot be accommodated, so ticket holders will be refused entry, sorry.

 

Our usual security measures are still 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.

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.

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