FAQs

We want you to have the best experience with us, so here’s everything you need to know

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.

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.

Will my bag be searched?

We take the security of our customers very seriously. We want everyone to feel at ease at our events. So, everyone’s bags will be searched.

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.

Are pushchairs allowed into the arena?

Yes, but not into the Main Arena itself. However you will be able to leave your pushchair in our buggy park, free of charge, which you can then collect at the end of the show.

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

Yes you can. There is a £10 minimum spend. There is also a cash machine on site and directly opposite the venue.

Am I allowed to leave the Arena to smoke?

We have a designated smoking arena at the front of the building which is open during the intervals only. Just make sure you have your ticket with you to be scanned on exit and re-entry. We are very strict about people using electronic cigarettes in any area of the Arena.

I’ve lost something. What shall I do?
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.

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 provide a cloakroom facility?

We have a cloakroom available for every show. £2 per single item or £5 for a filled bag.

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.

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 5.30pm and a steward will point you in the right direction.

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.

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.

Do you have a hearing loop?

We have an infrared hearing system in the Arena. Speak to our Box Office who can advise on the best places to sit. We provide necklaces to use with hearing aids and headsets for those who are hard of hearing. You can collect these on the evening from our Reception for a deposit of £10.

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.

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.

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.

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.

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.

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