Accessibility

We want you to have the best experience with us and this section should assist with any questions you may have around the accessibility of our venue.

Answers to some of our most frequently asked questions can be found below...

THE ARENA

Our Location

You can find us at:

Utilita Arena Cardiff
Mary Ann Street
Cardiff
CF10 2EQ

Route from Cardiff Central train station:

Route from Cardiff Queen Street train station:

Accessibility At The Arena

We are proud of our Live Access Scheme here at Utilita Arena Cardiff, as it allows as many fans as possible to enjoy the events they love.

We work with Attitude Is Everything to ensure our Live Access customers have the best possible experience during their visit. Your feedback is always welcome.

TICKET ENQUIRIES

Booking Your Tickets Online

You can find all of our show pages and ticket links in the ‘What’s On’ section of our website.

From each show page, you can book your Access tickets through Ticketmaster (subject to availability).
- Just click the ticket link on the show page.
- Select the required Accessible Ticket from the Accessible Tickets list.
- Then, select the required seat from the options displayed on the seating map.

By purchasing an Accessible ticket online, you confirm that:

You, or a member of your party require Accessible tickets.

Proof of disability must be provided prior to the event and forwarded to Ticketmaster as requested (Personal Independence Payment, Disability Living Allowance, Carers/Attendance Allowance, Letter from a medical professional...).

If misuse of tickets is suspected/found, tickets may be cancelled, without opportunity to re-book.

Companion/Carer tickets are available to add into your order online for those with the qualifying criteria (subject to availability). Please note that these are very limited and once an allocation is sold out, this means there are no longer any available - and our Box Office team will not have any additional such tickets to offer.

Please note:

· - Access tickets can sell out very quickly; we recommend purchasing your tickets as soon as an event has gone on sale.

· - Companion / carer tickets are subject to availability and can only be booked at the time of Access ticket purchase.

· - Unfortunately, we are unable to issue Companion / Carer tickets to accompany tickets purchased elsewhere. Please contact your point of purchase with any queries.

· - Our Box Office / Access team will not be able to issue tickets once the allocation has sold out.

- When collecting Live Access tickets from the Box Office - valid Photo ID matching the name of the lead booker must be provided to Box Office staff when collecting.

- Tickets may be cancelled if misuse is suspected/found.

General Admission Tickets

Customers with Access needs who choose to purchase General Admission Tickets:

If you choose to purchase General Admission seated or standing tickets for an event, please check that the tickets you have selected are suitable for your needs before confirming your booking.

What are General Admission Standing Tickets?:

♦ - Standing tickets are general admission tickets on the ground floor of the venue. There are no seats available in this area.

♦ - You will be required to stand for the duration of the performance. On popular events, the standing area is likely to be very busy.

What are General Admission Seated Tickets?:

♦ - On a fully seated show, a standard seated ticket may be located on our flat floor seating or in tiered seating blocks.

♦ - Flat floor seating is step free.

♦ - Tiered seating is not step free.

♦ - Wheelchair users with a standard ticket will need to be able to transfer into an arena seat. Aisleways need to be kept clear for fire safety and evacuation purposes.

You are welcome call our Box Office team at the arena when tickets come out on sale.
Staff will be happy to advise on which general admission seats may be most suitable for your needs and can also assist in booking tickets to your requirements.

Once a ticket has been purchased through Ticketmaster, our Box Office team will not be able to physically swap or alter Ticketmaster bookings and can only advise customers to contact their point of purchase.

Ticket stock is owned and packaged by the Promoter / Artist; we are a conduit for sale only.

What Do I Do If Live Access Seating Is Sold Out?

Live Access is a pre-booked facility and we have limited capacity in our accessible areas.

Live Access tickets sell out very quickly, especially on events where there is a fully standing floor.

We kindly ask that customers with access needs who require a seat do not purchase general admission standing tickets. Unfortunately, we cannot accommodate you on the day if Live Access is Sold Out.

If you are looking to purchase tickets in advance for a show where Live Access seating is sold out, you can ask our Box Office team to add you to the waiting list and they will be able to notify you before the event if any Live Access Tickets become available.

YOUR VISIT

When You Arrive

We want to help make your evening with us as enjoyable as possible.

When inside the building, stewards are available to help and guide you, and our Live Access team are on hand.

For more information about facilities before you arrive and for a virtual tour head here. You can find seating plans here.

Arrival Information

We have a dedicated queue for our Live Access patrons. Step free access is available.

There is an access ramp situated at the front of the building, we advise that customers with access requirements use this entrance. Please inform a member of staff outside the building and they will gladly direct you.

Please note that you may have to queue on arrival to enter the venue and should consider this when planning your arrival.

It is best to check event timings prior to arrival, as these vary on an event by event basis. We always do our best to share the latest event timings on the event information in the ‘What’s On’ section of our website and on our social media channels.

All customers will be subject to a search on arrival, which includes bag and body searches.

FAQ’s.

Once your tickets have been scanned and you are inside the building, Live Access customers must check in with the Live Access team. The Live Access team are located in the corner of the North Entrance, next to the lift lobby
(pictured below).

The team provide a personalised service to our Live Access customers and are there to provide advice and assistance throughout your visit.

If you are a Live Access ticketholder, please ensure you check in with the Live Access team on arrival – don't just head straight to your seats. The team will escort Live Access customers to their seats whilst explaining our facilities and answering any questions to ensure the best experience possible.

The check in process for our Live Access service does take a few minutes to complete and we thank you for being patient with the team. Sometimes this can take a little longer than usual if our guests have not been to the venue before or if they require additional assistance.

Accessible Parking

We don't have the room for any parking onsite for our audiences, but we are surrounded by plenty of multi-storey car parks. For your sat navs our postcode is CF10 2EQ. Our What3Words location is ///points.famous.starts

Rapports NCP Open Air Car Park and St David’s are open 24 hours and are the closest to the Arena.

Other nearby car parks are:
Rapports NCP - Capacity: 131 Disabled Spaces: 3
St David's - Capacity: 2568 Disabled Spaces: 120
John Lewis - Capacity: 550, Disabled Spaces: 21
Pellet Street NCP – Capacity: 296, Disabled Spaces: 8
Adam Street NCP - Capacity: 427, Disabled Spaces: 20
Westgate Street NCP - Capacity: 330, Disabled Spaces: 4

BLUE BADGE PARKING:

You can use your blue badge to park for as long as you need in:

On-street pay and display.
Cardiff Council run car parks.
Blue badge holder only bays.

You must check car park signs for charges, time limits, and special rules for blue badge holders, or loading bays.

More information on blue badge parking can be found on the Cardiff Council website.

During events in the city centre, you can use the on-street parking available.

Drop Off Points & Taxis

There is a taxi rank located on Tredegar Street and on Churchill Way, which allows taxis to drop off and pick up.

Public Transport

By Rail
For information on accessible travel by rail, please visit National Rail and Transport for Wales.

Route from Cardiff Central train station:

Route from Cardiff Queen Street train station:

By Bus

The local bus provider for travel within the city centre is Cardiff Bus. You can find more information and plan your journey using the Cardiff Bus website.

Please note that Cardiff does not have a centralised bus station and bus stops for different routes and services are located at different locations within the city centre.

By Coach

National Express travel from various UK cities to Cardiff. You can find more information and plan your journey using the National Express website.

Route from National Express, Sophia Gardens:

Megabus travel from various UK cities to Cardiff. You can find more information and plan your journey using the Megabus website.

Route from Megabus drop-off/pickup Cardiff:

By Taxi

Local taxi firms that provide accessible transport include:

Dragon Taxis - 02920 333 333

Capital Cabs – 02920 777 777

It is advisable to book accessible taxis in advance of your visit.

ARENA FACILITIES

Lifts & Wheelchair Access

Lifts operate to all floors within the venue and are wide enough to accommodate a standard wheelchair. Lift dimensions and key door sizes are as follows:

Key door sizes:

	Door Width	Automatic Open
Access Ramp doors	850 mm	Yes
Live Access Area Level 1 North West	880 mm	No
Live Access Area Level 2 North West	880 mm	No
Live Access Area Level 2 South West	880 mm	No
Accessible toilets Ground Floor (Main Arena - North)	770 mm	No
Accessible toilets Ground Floor (Main Arena - South)	750 mm	No
Accessible toilet Level 1 South West	800 mm	No
Accessible toilet Level 2 North West	850 mm	No
Accessible toilet Level 2 South East (Next to L2 Bar & Restaurant)	780 mm	No

Lift dimensions:

	Door Width	Lift Depth	Automatic Open
North West Lift (left)	890 mm	1270 mm	Yes
North West Lift (right)	790 mm	1270 mm	Yes
South West Lift	890 mm	1200 mm	Yes

Toilets

We have six accessible toilets located within easy reach of any location inside the venue. Accessible toilets are available on every floor.

Ground Floor – Two accessible toilets inside the main arena.

Level 1 – Two accessible toilets.

Level 2 – Two accessible toilets.

Please note that the venue does not operate on a radar key basis.

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 choose to connect to a neck-worn induction loop or headphones.

We can provide headphones, or you are welcome to bring your own wired headphones if you prefer. The receiver pack accepts a standard 3.5mm stereo headphone jack.

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

Please note we have a limited number of receiver packs, and these are offered on a first come first served basis.

Seating Dimensions

As a venue we welcome many customers of all shapes and sizes through our doors and look forward to making everybody's experience of our venue and each event as enjoyable as possible.

Our seats are of a standard width and suit the vast majority of our patrons. If you have any specific needs or requirements and require any extra assistance regarding our seating arrangements, our Box Office team are always happy to help, whether that is in advance of the event or on the day. Each enquiry is dealt with in confidence and on a case-by-case basis.

Measurements for all of our seating is approximately:

- Width: 46 cm

- Depth: 51 cm

- Overall Depth: 51 cm

- Seat Height: 47 cm

Ground Floor - General Admission Seating:

Main arena seating (including flat floor and tiered seating) has no armrests.

Level 1 - General Admission Seating:

North Balcony - No armrests

South Balcony - No armrests

West Balcony – No armrests

Level 2 - General Admission Seating:

Balcony 2 - No armrests

Live Access Areas - Live Access Seating - Level 1 & Level 2

Chairs are not fixed to the floor and can be moved by our Live Access team.

Some chairs have armrests and others do not. If you are a Live Access customer, please let a Live Access Steward know on arrival if you would prefer a chair with or without arm rests and we will do our best to accommodate.

GENERAL

Assistance Dogs

We welcome assistance dogs into the Arena. We ask that wherever possible that you please inform us in advance of the event you attend and provide proof that any dog is registered with an organisation that is a member of Assistance Dogs UK. We can discuss suitable locations where your dog can stay with you throughout the show.

Please be aware that the show environment can be very busy, loud and often features flashing lights and atmospheric effects, we do ask you to consider whether this environment is suitable for your assistance dog. We recommend bringing hearing protection for your dog.

Alternatively, if you would like your dog to be looked after during the event, please contact our customer service team in advance so that we can make the appropriate arrangements for you.

Customers With Medical Requirements

Customers who need to bring any medical equipment, medicines or a small amount of food/drink with them to an event to manage a medical condition are asked to make this known to the venue prior to arrival by contacting our customer service team.

This is to avoid any security related concerns to allow us to ensure you enjoy your experience.

Please note that the venue does not provide wheelchairs for hire and customers needing mobility aids should provide their own.

Use Of Walking Aids In The Main Arena

Use of walking aids at SEATED Events

If you have a General Admission seated ticket and have a permanent condition that requires the use of a walking aid (crutches or walking sticks), then you are permitted to take these to your seat. We would ask though that you store them/it under the seats so as not to cause an obstruction or trip hazard.

Wheelchair users with a standard seated ticket will need to be able to transfer into an arena seat. Aisleways need to be kept clear for fire safety and evacuation purposes.

Similarly, we are unable to accommodate walking frames or rollators in standard seating areas. Aisleways need to be kept clear for fire safety and evacuation purposes.

Please notify a steward, who will be happy to assist you in storing your wheelchair/walking frame/rollator and will show you where it will be stored for the duration of the event so that you are able to easily locate it. Staff are on hand during intervals at the end of each event to assist you in retrieving your walking aid.

Use of walking aids at STANDING Events

We do permit the use of walking aids (crutches or walking sticks) on a standing floor, but we ask that you be mindful of your surroundings at all times so as not to cause discomfort/injury to yourself or those around you.

We do not permit large walking or mobility aids (such as rollator walkers and wheelchairs) into the main standing area on sold out standing events for health and safety reasons.

We kindly ask that customers with access needs who require a seat or cannot stand for long periods of time do not purchase general admission standing tickets – unfortunately, we cannot accommodate you on the day if general admission seating or seating in our Live Access is sold out.

Mental Health & Wellbeing

We appreciate that an Arena / Concert environment (as with all crowded spaces) can be overwhelming for some customers.

We have a medical room located on the ground floor inside the main arena. If you require any assistance or a private area at any point, please just speak to a venue steward. Any particular requirements can of course be asked for, in confidence and in advance.

We have a trained first aid team on site at all times during all of our events. If you require assistance at any time, please ask a member of staff who will be able to call for the relevant person to assist you.

Requests For Interpreter Services

Please note that we require at least 3 months notice for BSL Interpretation requests, simply due to availability of interpreters, transport and hotels and most importantly, preparation time.

Strobe Lighting & Special Effects

Most shows and events now use flashing and moving lighting effects, some shows also utilise strobe lighting effects.

There are signs up to let you know and you can also ask when you arrive.

If you have any concerns, please do let us know in advance by contacting our customer service team.

Please note that some shows may also use confetti, pyrotechnic effects, real flames and latex balloon effects.

While we endeavour to provide accurate information regarding effects in use during a show all lighting, sound, pyrotechnics, etc. are under the control of the touring production so effects may change during the show without notice.

Medical Room & Emergencies

We have a trained first aid team on site at all times during all of our events. If you require assistance at any time, please ask a member of staff who will be able to call for the relevant person.

Merchandise

If there is merchandise for sale, you will find it in the foyer. The counters of our merchandise stands unfortunately are not lowered, but staff will help with any purchases.

All merchandise is managed by the touring production. The stock does not belong to the venue. We cannot guarantee availability of any merchandise items.

FOOD & DRINKS

Bar Service

We have a number of bars throughout the venue on all levels. Unfortunately, none of our bars have lowered counters but our friendly staff will be on hand and happy to assist you if you need any extra help.

L2 Restaurant

Our L2 Restaurant is located on the Second Floor (Level 2) and is accessible by lift. If you have a specific access requirement that may impact your dining experience, please let us know in advance so that we can accommodate you. Please note that the restaurant is a pre-booked upgrade.

If you have any specific allergies or intolerances, please get in contact at least a week before your visit to allow our chef enough time to prepare a suitable meal, we may not be able to accommodate specific allergies or intolerances without prior notice.

Food Outlets

Our main Food Bar is located on the Ground Floor in the venue foyer. Unfortunately, the Food Bar does not have a lowered counter but our friendly staff will be on hand and happy to assist you if you need any extra help.

The Food Bar serves a range of hot food including but not limited to; hot dogs, chips, pies and pizza.

Menus are available at the point of purchase.

On some shows there may also be Confectionery stands and Hot Dog stands located inside the main arena.

Dietary requirements and food allergies/intolerances

Menus are available at the point of purchase.

If you have any dietary requirements, please speak to a member of staff at the point of purchase.

All pre-packaged sweets and snacks carry their own allergen information.

The majority of our hot food offering is homemade. Allergen spec sheets are available on request.

We handle numerous allergens in our kitchens and due to the potential of cross contamination, we cannot guarantee that our food is free from any allergen. We advise that if you have a very serious allergy, you take your usual precautions.