Frequently Asked Questions

All your questions answered

  • Everything you need to know about the Peter Kay tour cancellation

    Why has the tour been cancelled?

    Please see Peter’s full statement below:

    "Due to unforeseen family circumstances I deeply regret that I am having to cancel all of my upcoming work projects. This unfortunately includes my upcoming stand-up tour, Dance For Life shows and any outstanding live work commitments. 

    My sincerest apologies. This decision has not been taken lightly and I'm sure you'll understand my family must always come first. 

    I've always endeavoured to protect my family’s privacy from the media. I hope that the media and the public will continue to respect our privacy at this time. Once again I'm very sorry."

    Are all of the tour dates cancelled?

    Yes, unfortunately, all 2018 and 2019 tour dates have had to be cancelled.

    How do I get a refund on my tickets and when?

    If you bought your ticket through The Ticket Factory, your refund will automatically be applied to your purchasing card for the total value of your tickets and fees. 

    If you bought your tickets through The Ticket Factory, your refund will be processed within the next 48 hours.  Please, however allow at least an extra five working days for your bank to process this before contacting the Ticket Factory team direct.

    If you bought your ticket from another ticket agent, we advise you contact your original point of purchase with your order number.

    I bought ticket protection through The Ticket Factory- what is covered?

    For this event, all customers regardless of whether they have taken out ticket protection will receive a full refund.

    We always recommend that customers take out ticket protection which allows you to re-coup 100% of the paid ticket price if you are unable to make it to your event for any number of covered reasons, including illness, travel delay, adverse weather conditions and show cancellations.

    I bought my tickets with a gift card/voucher from The Ticket Factory- can I get this refunded?

    Yes.  The redemption sum on the card can be fully refunded if you contact The Ticket Factory team on 0844 338 0338. (Calls cost 7p per minute plus your phone company's access charge and lines are open from 9am to 7pm (Monday to Friday) and 9am to 5pm (Saturday, Sunday and Bank Holidays)

    I’ve bought these tickets as a gift, what can I do?

    We’re sorry to hear this. We’d recommend you speak to the generous individual that bought you the tickets, and ask them to contact their point of purchase with their order number.

    I’ve booked train tickets and a hotel for the show.  Are you refunding these as well?

    We are not able to refund third party costs such as hotels and travel or car parking that hasn’t been pre-paid for at the NEC site (for Genting Arena) or Arena Birmingham car parks. 

    I bought my tickets from a secondary seller or site- will I get a refund?

    All refunds for Peter Kay’s Birmingham dates that are processed by The Ticket Factory, will be sent to the primary ticket buyer. 

    The NEC Group Arenas (which include the Genting Arena and Arena Birmingham) always recommend that those wishing to purchase tickets for live events, buy them through a STAR accredited retailer.  In cases such as this, it means they are guaranteed a refund if they are being offered.  If secondary tickets are bought, the purchaser must rely on the honesty of the individual or site they’ve bought tickets from, to forward on their refund.

    We continue to make every effort to combat touting, and deter those that use the secondary market to pray on event goers.  

  • WHY IS ARENA BIRMINGHAM GOING CASHLESS?

    What is ‘cashless’?

    Cashless simply means just that - paying by card or contactless rather than cash.  

    Whether your grabbing a quick burger or buying a round of drinks for your mates, we want to make this as quick as possible for you.  Therefore, we're asking folk to ditch the dosh and pay by contactless or with your chip and pin card. This means a speedier service and you get back to having fun at the show quicker!

     

    Why are you doing this?

    The Arena boffins have found that if customers pay by card, it speeds up every transaction by around 20 seconds.  For a full arena show that’s the equivalent of a whopping 87 hours (well…if you were all served just one at a time!)

    And the quicker we can serve you, the quicker you can get back to the show!

     

    Are all areas of the Arena going cashless?

    We are only cashless in our food and drink units. 

    You can still pay by cash on merch and on parking! 

    If you don't have contactless or you've forgotten your card just ask one of our helpful members of staff and they'll be able to discuss alternative methods of payment. 

     

    Will the merchandise stands accept cash?

    Yup, it’s business as usual for the merchandise stands, so they’ll accept both cash and card payments.

     

    I have an Amplify package - Can I pay in cash or will I need to use card?

    You can pay with cash or card in the Amplify Quartz and The Foundry restaurants. The cashless food and drink kiosks can be found in B(eat) and on the concourse.

     

    I don’t like using cards and only carry cash - how can I pay for food and drink?

    As much as we are encouraging people to go cashless, we do understand that some of you would prefer to pay for things using cash.  Therefore, there will still be a roaming ‘cash only’ till at each catering point where you can pay with cash if required.

     

    I don't have a contactless card - I only have chip and pin card. Can I use my card?

    Yes, you can still use chip and pin or you can use contactless through Apple Pay, Android Pay or Samsung Pay on your phone. 

     

    What’s the contactless limit?

    There is a £30 limit when using contactless. If your transaction exceeds £30 you can use chip and pin.

    Are there any transaction charges?

    No, using contactless is free of charge! 

     

    What cards / methods of payment are accepted?

    We except all card, Apple Pay, Android Pay and Samsung Pay, except for American Express.

     

    Will I get a receipt?

    Receipts are available upon request.

     

    What will appear on my bank statement?

    For purchases at our food and beverage points it’ll state ‘Amadeus Arena Birmingham’. 

     

    What happens if my card doesn’t work or is declined?

    Don’t worry, there is a roaming till at each food and beverage kiosk that’ll accept cash payments, just ask a member of staff. 

    If you don’t have any cash on you, we have a cash machine situated on the concourse. 

     

    If I only have cash, where can I eat/drink?

    You can still buy anything from our food and beverage kiosks, you’ll just need to look for the roaming ‘cash only' till or ask a member of staff. 

     

    My teenage daughter/son is attending a concert, how can they pay for food and drink without money?

    Don’t worry, there will be roaming cash tills availableat every kiosk to allow your son/daughter to pay for any food and drink while they’re inside the Arena. We’re also aware that a variety prepaid cards are now available, which will allow them to use our cashless tills. We accept all major prepaid cards and it means you can load as little or as much as you want them to spend on the night!

  • WHAT ARE YOUR CURRENT SECURITY MEASURES? / HOW CAN YOU REASSURE YOUR CUSTOMERS?

    Your safety at our events is our number one priority and we have a number of security measures in place to ensure you guys have the safest, most enjoyable experience at our venue. Our security teams remain vigilant at all times whilst liaising with the police and promoters on an on-going basis. If you’re coming to our venue, we encourage you to remain vigilant and to report any suspicious activity to our security staff or police right away.

  • WHAT ADVICE ARE YOU GIVING PEOPLE COMING TO YOUR VENUES?

    If you’re coming to a show in the near future, we’re encouraging you guys to remain vigilant and report absolutely any suspicious activity you may to see to a member of our security staff or the police. Please give yourselves plenty of time when planning your journey and get here as early as you can as enhanced security checks will be in place.

  • I WAS AT AN EVENT RECENTLY AND I DIDN’T GET MY BAG CHECKED. WHAT’S YOUR RESPONSE TO THAT?

    Bag searching is just one of many components which go into our security measures but for obvious reasons, we don’t go into specific security details for individual shows as this is potentially detrimental to these processes.

    We have additional security measures in place including visible armed police and dog patrols throughout event periods and at all venues to ensure you guys feel relaxed and comfortable whilst at the show. Also, just a heads up, searches will be carried out throughout the day and evening on all our sites, so be cooperative if one of the guys ask.

  • HOW WILL YOUR STAFF APPROACH SECURITY MEASURES?

    Your safety at our events is our number one priority and we have additional security measures in place to reflect this. Every effort is made to ensure these measures are followed by all members of staff and we’re reviewing these on an ongoing basis.

    If you’ve got a specific question or query, just drop [email protected] an email and the guys will take it from there.

  • HOW WILL QUEUING BE AFFECTED?

    We encourage you guys to arrive as early as possible to allow time for enhanced security checks when heading into the venue.

    We have additional security measures in place including visible armed police and dog patrols throughout event periods and at all venues to ensure you guys feel relaxed and comfortable whilst at the show. Also, just a heads up, searches will be carried out throughout the day and evening at all sites, so be prepared if one of the guys ask.

  • CAN I BRING MY CAMERA?

    We understand the desire to take a few snaps during the show, however every Concert Promoter has their own policy regarding the admission of cameras. It should therefore not be assumed that you’ll be allowed to bring a camera into the show, and unfortunately promoters may change their policy at short notice. In this event, you’ll be required to leave your camera at the confiscation kiosk for collection after the show.

    Professional type cameras (those with the fancy interchangeable lenses) are a definite no-no unless you’re an officially accredited photographer covering the event. We’re afraid video cameras, audio equipment and iPads are also on the no-no list. Small instamatic cameras and smartphone cameras are generally permitted by the promoter, but keep an eye out for your show information emails as we'll put the specifics of any camera policies we know about on there.

  • WHERE WILL I FIND THE BOX OFFICE?

    You’ll find the Arena Birmingham box office located on the Arena Floor level to the right of entrance E. This is accessible from both the north & south car parks.

    The Barclaycard Arena box office is open on event days. Opening hours are limited and subject to change at short notice. To confirm our box office opening times before travelling please call 0844 338 8000 for up to date information.

    If you have a particular question about your ticket, why not check out our handy box office FAQs. Just point your mouse to theticketfactory.com/FAQs

  • WHERE CAN I GET MEDICAL ASSISTANCE?

    The Arena’s medical centre is available on the concourse level opposite the entrance door to Block 2. In the event of an emergency please notify a member of Security, or any member of staff who will be happy to help. You can also get hearing protection from the medical centre if you are finding the concert a bit too loud.

  • WHERE CAN I BUY MERCHANDISE?

    Official merchandise is only available from inside the Arena, with the exception of posters from our licenced ID carrying poster sellers outside. We would strongly advise you to never buy merchandise from vendors outside the venue, as the quality is likely to be questionable at best and rash-inducing at worst.

     

  • ARE ANY ITEMS BANNED FROM THE ARENA?

    At Arena Birmingham we’re all about ensuring every visitor has a great time, but rules are rules. It’s a condition of our venue licence that certain items are not allowed into the Arena in the interests of health and safety. These items include, but are not limited to:

    Hot food | Alcohol | Glass bottles | Cans | Flasks | Cool boxes | Hampers | Large flags/banners | Helium balloons | Studded belts | Dog collars | Trouser chains | Selfie Sticks | Sharp/large rings | Smoke Grenades | Flares | Fireworks. 

    Items will be confiscated and returned to you after the event, which may delay your access into and out of the Arena. If in doubt, leave it home would be our recommendation. Please note, prohibited items vary on a show-to-show basis; please refer to your ticket terms and conditions for any items that are not allowed into the venue.

  • DO YOU HAVE A CLOAKROOM?

    The Arena does not have a cloakroom due to the volume of people that attend events and the congestion this could result in. We therefore suggest that you keep your personal belongings to a bare minimum, as we cannot accept responsibility for items brought onto the premises. Sorry.

  • CAN I GET BACKSTAGE?

    Like you, we’d love nothing more than to get up close and personal with the stars of the show backstage. However, as a venue we are unfortunately not responsible for the distribution of backstage passes. Occasionally meet and greet passes are offered as competition prizes by radio stations and magazines but again we have no control over this so please don’t ask as we’ll be unable to help which will lead to sad faces all round.

    Keep an eye out on our social channels for our own exclusive competitions. 

  • CAN I GET AN AUTOGRAPH?

    At the Arena we liaise with Production Managers and Concert Promoters rather than the artistes directly. This means we cannot guarantee any acknowledgement from the artistes themselves as the decision rests completely with their Tour Management. We will ensure however that any fan mail or requests are passed onto the Tour Management on the day of the show, but beyond that we’re like a sunless Superman – powerless we’re afraid.

  • WILL I BE ABLE TO SMOKE?

    Like all venues, Arena Birmingham is a totally non-smoking venue. This also includes e-cigarettes, which need to be used in the designated smoking areas.

    A pass out procedure will be in operation at most events, allowing you out into the designated smoking areas located by Blocks 1 and 12. Please note, due to logistical reasons some events will not be able to accommodate this facility, so it’s always wise to check prior to arriving.

  • HOW DO I ARRANGE A CHARITY COLLECTION?

    We salute all good deeds, but any charity collection must be agreed in writing by the Concert Promoter in advance of the concert date. No ifs, no buts. For further information please contact [email protected]

  • WILL I BE FILMED AT AN EVENT?

    At certain times Arena Birminghamamay be used to film promotional material and by attending an event at the venue you consent to the possibility of being filmed.

  • CAN I DISTRIBUTE LEAFLETS AT AN EVENT?

    Please note that we do not allow leafleting outside of Arena Birmingham. Any leafleting inside must be done so with prior agreement from both the Concert Promoter and the venue. Where permitted a charge may be made for this activity. The venue reserve the right to evict those conducting unauthorised leafleting from the premises.

  • WILL THERE BE BIG SCREENS AT THE EVENT?

    Please note that where screens are used on a concert, this will be as part of the touring stage set, decided upon by the artiste and their Production. The venue does not provide screens for any concert and as such this facility is never guaranteed.

  • WILL PEOPLE BE ALLOWED TO STAND AT THE EVENT?

    It is accepted that at most concerts the audience will stand throughout the main artiste’s performance. If this is likely to cause you difficultly, you should request seats at the front of any section when booking seats for shows, even if this means sitting further away from the stage. This will ensure you can make your own choice in remaining seated. Seats in the tiered area would also offer a better view in this situation. Please note that standing on seats is strictly prohibited on health and safety grounds.

  • WILL THERE BE STROBE LIGHTING?

    Strobe lighting may be used during some performances. Patrons will be notified in advance (most commonly via signage on doors) if a performance includes the use of strobe lighting.

  • HOW DO I MAKE A COMPLAINT?

    Arena Birmingham strives to make your visit as enjoyable as possible, however if you do encounter a problem please return to Customer Services at the Box Office immediately and they will offer every assistance possible. There is also a Manager on duty at each event. Please note that it is easier to resolve a complaint at the time as there is often little we can do after the event.

    If you have any suggestions or comments you wish to make, please advise a member of staff. Alternatively, write to:

    Visitor Experience Manager

    The NEC

    Birmingham

    B40 1NT

    Or email them at: [email protected]

  • CAN I SEND THE ARTISTES FAN MAIL?

    If you would like to write to an artiste performing at Arena Birmingham, you can do so care of the venue and we will pass it on to the Tour Manager on the day of the show. We do receive a lot of fan mail and cannot guarantee that it will be acknowledged, nor can we guarantee return of any items sent in.

    Please do not bring gifts for the artistes to the event with you as we are unable to accept responsilbility for them.

  • I’m visiting with a party of school children / students do you have a risk assessment?

    We work closely with show organisers to ensure the safety and wellbeing of our visitors at all times.

    The NEC Group Arenas have prepared a risk assessment form which can be used as a guideline. Completion of this form or your own company policy form covers your party in public areas.

    For all other queries please contact NEC Safety, Health & Environment on 0121 767 2930

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  • WHAT IS YOUR POLICY REGARDING MINORS ATTENDING CONCERTS?

    To avoid disappointment please follow our recommendations below when purchasing a ticket as, or for a minor.

    Age Restriction Recommendations into Arena Birmingham.

    Under 14 year olds MUST be accompanied by an adult aged 18yrs + with a valid ticket, into the venue.

    (i.e. 14yrs and over can come into the building on their own with a valid ticket).

    Age Restriction Recommendations onto a standing floor at Arena Birmingham.

    Under 14 year olds are not permitted on a standing floor.

    14 and 15 year olds are only permitted on a standing floor when accompanied by an adult aged 18yrs +.

  • HOW ARE THE TICKET PRICES SET?

    Ticket prices are set by the (independent) Promoters and Organisers of the concerts and events which are staged at the venues. The Promoters and Organisers distribute tickets for sale through various Ticket Agents and in effect The Ticket Factory simply acts as another one of these Agents. Please note that tickets might be a higher price when purchased on the night of the event.