FREQUENTLY ASKED QUESTIONS

If you have any questions relating to Venue Protect or your visit to Utilita Arena Birmingham, check out our Venue Protect page. If you have any further questions, please get in touch!

For queries about purchasing tickets you’re best bet is to contact our friends over at The Ticket Factory who run our official box office and ticket hotline - 0344 33 88 222. Calls to 03 numbers typically form part of your inclusive calling plan.  However, call charges may vary – refer to your service provider for current charging information.

To book tickets with wheelchair space or have any other specific accessibility requirements, please call our dedicated accessible booking line on 0800 640 5001.

For Group bookings, usually for 10 or more tickets, call us on 0800 358 0058 or email [email protected]

For certain shows, presale tickets might be on offer. This means you'll be access tickets before they go on general sale. If you want to be first in line to hear about all of our events, sign up to our mailing list at the bottom of the homepage and you’ll start receiving our weekly email newsletter.

When presale tickets go on sale, just follow the link we send you to buy yours!

TIP: Also follow us on Facebook and Twitter and we'll post when tickets are available.

We aim to post tickets as soon as possible after you've bought your tickets. However tickets can be delayed up to 10 days before the event.

TIP: You can track your order here.

Tickets booked using a Credit or Debit card must be posted to the Card Holder's registered address. We are obliged to implement this rule under the terms of our contract with the Card Issuers (VISA, MasterCard, American Express etc.) and are unable to make any exceptions.

Tickets booked using cards that are registered to addresses outside the UK, cannot be posted abroad and instead will automatically be held for collection at the venue Box Office regardless of the delivery method chosen at the time of booking.

Don’t worry, we’ve got you covered. Just call customer services – run by our friends at The Ticket Factory- and they will be able to help you on 0844 338 0338. Calls cost 7p per minute plus your phone company's access charge.

We can scan tickets on smartphones, however we always advise you to bring a printed copy of your ticket in the event the barcode doesn’t scan properly.

You’ll find the Utilita 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 Utilita Arena Birmingham 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 The Ticket Factory FAQs - our official venue box office. 

The Box Office is usually open for evening events/concerts  at approx. 4pm. On certain event days, the Box Office may be open earlier or later dependant on the nature of the event. Please note, the box office is not open on non-show days.

Check what time the box office opens for your event, and head down with your ticket booking confirmation and photo ID.  Our box office team will take it from there.

We appreciate tickets are sometimes bought as gifts (after all, tickets are the best gift you can give). The name on the tickets will not affect the use of the tickets unless stated in the terms and conditions at the time of booking.

If there is a strict ID policy in place for your event, we will notify you at the time of booking and in subsequent event communications.

Seating varies for every event, and the seating layout can be subject to change before the concert takes place. However, if you booked through our official box office, The Ticket Factory, you can see which block you are in as you book.  Alternatively, you can check out the seating plan on your event page to use as a guide.

A restricted view means there may be something obstructing your view of the event.

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.

This is the per-ticket fee agreed with our clients (venues, artists and event organisers). This fee contributes to our ticketing and distribution processing costs, such as the costs of running the ticketing software and computer network, operating our call centre and marketing the event.

The amount of the administration fee is agreed with our clients and is often based on a percentage of the ticket price.

The fulfilment fee is charged per order regardless of the number of tickets purchased. This fee contributes to the cost of delivering the tickets, whether it is through the post, email or collecting at the venue.

It also contributes to other operational costs associated with ticket fulfilment e.g. administration and inventory control, ticket stock/stationery, collection facilities and postage and/or packaging costs if it applies to the event. It's not payable if a ticket is purchased and collected at the box office at the same time.

The introduction of a levy is commonplace across the ‘live’ industry; for example, the renovation charge applied by many theatres or the charge applied by the O2 Arena, London, which is known as a ‘facilities fee’.

The facilities fee is a permanent feature of the ticket prices for Resorts World Arena and Arena Birmingham events to ensure that both venues offer superb facilities, attract world class artists and provide customers with fantastic experiences.

A secondary ticket ‘agent’ or ‘seller’ is an outlet or person that re-sells second-hand tickets.  We always recommend using a primary ticket agent though, who is a STAR accredited retailer, such as our official box office The Ticket Factory.  That way you can guarantee your money is in safe hands and your tickets are real.

If we are aware of any tickets sold by our official box office, The Ticket Factory, that have made their way to a secondary site other than Twickets – their partner ethical secondary ticket re-seller - and can trace them back to us, we will take steps to cancel them.

In a majority of cases tickets cannot be refunded or exchanged after purchase.  Please contact your original point of purchase for details.

For a worry free ticket purchase, choose Ticket Protection to protect your transaction when purchasing through The Ticket Factory. Find out more about Ticket Protection here.

If you bought through The Ticket Factory, you can view their ticket terms and conditions on their website.

Amplify is the official hospitality provider for Utilita Arena Birmingham and Resorts World Arena.  You can pre-book everything from single event packages to their most premium annual membership. Check out the Amplify website.

Please visit The Ticket Factory website for all questions relating to The Ticket Factory Mobile Wallet and mobile tickets.

For all events at Utilita Arena Birmingham children under 14 years of age must be accompanied by a responsible adult aged 18+ with a valid ticket to enter the venue.

On applicable shows, the ‘Standing Area’ of the arena bowl is not suitable for anyone under 14 years of age and we advise booking seated tickets if your party includes anyone under the age of 14. Please note, the venue reserves the right to remove or reseat (if possible) any child in the standing area who appears to be under 14 for safety reasons.

Due to the sound levels experienced during an event, the venue recommends that children under 5 should not attend concerts or events other than those specifically aimed at younger visitors, i.e. children’s shows.

Generally, children aged 2 and under that are attending a children’s show and sitting on an adult’s knee, do not need a ticket. However, we advise you to please check the event details prior to booking Please note though that any interruption caused by young children/babies that directly affects other members of the audience may result in you being asked to leave the performance area.

Certain shows will also have their own specific age restrictions. Please check the relevant event page before booking to avoid any disappointment.

Door opening times vary for every event.  Check the venue event webpage for the latest times.

Check out our Getting Here page for more info.

Please go to parking page for more information and pre-book your parking. 

Make sure you arrive in plenty of time taking into consideration security measures.  We would advise checking your journey in advance for any possible delays i.e. traffic/transport/weather etc.

No, we do not operate any queue numbering system, as we don’t encourage any form of queueing prior to doors opening.

In the interest of safety and security, all attendees will be asked to go through airport style security arches and be subject to a bag search prior to entry. Further security checks including pat downs may be conducted on the discretion of security. Non-compliance may result in entry being refused. The security process is a condition of entry - any refusal, or the use of abusive, threatening or discriminatory remarks; including comments relating to weapons or explosives, will result in access being refused.

We’re afraid not, you’ll need to enter the Arena together.

Door opening times and show start times vary for every event and should be detailed on your ticket.

Running times are usually confirmed closer to the event.  These will be posted as soon as we have them on the Event page, so check back a week before for updates.  Please note though that all timings are approximate and subject to change with no notice.

It is accepted that at most concerts, the audience may stand through all or part of the performances – indeed it is often encouraged by some artists.

This is also stated on your ticket if you buy through our official box office, The Ticket Factory.  However, standing on seats and in the aisles is strictly prohibited on health and safety grounds.  If you have accessibility requirements, please advise your ticket agent at the time of booking.

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.

No. Access is strictly limited to the area which your tickets are for.

Strobe lighting may be used during some performances. Customers will be notified via signage on doors and/or digital screens if a performance includes the use of strobe lighting. If you have any concerns/queries around this, please speak to a member of security on arrival who will be able to provide you with more information.

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

For reasons of public safety and security, and for crime prevention and detection purposes, CCTV is in operation at and/or around the Arena. For more information, take a look at our group privacy notice. 

Moshing can lead to the injury of others and is therefore prohibited at the Arena.

Any conduct which could be deemed as dangerous e.g. crowd surfing and could lead to serious injuries to yourself and others are prohibited. Such activities may result in ejection from the venue without a refund.

We have a variety of food and drink outlets inside the venue to suit a majority of dietary requirements. For more information, visit our Food and Drink page here. 

Smoking and vaping are not permitted anywhere in the building. Dedicated external smoking/vaping areas can be found at the ends of the main concourse by blocks 1 and 12.

Unfortunately the venue does not operate a cloakroom. We therefore suggest that you keep your personal belongings to a bare minimum, as we cannot accept responsibility for items brought onto the premises.

Yes, there’s free, open WiFi at the venue  – when you arrive just search for the venue network and log on!

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. You can also get hearing protection from the

Once you have had your ticket scanned and entered the venue, there is no readmittance if you leave.

The venue is cashless. All transactions therefore, should be paid by card or contactless rather than cash. This means a speedier and safer service for everyone.

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

We are a cashless venue, therefore only card payments are accepted. We’re 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!

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 artists themselves as the decision rests completely with their Tour Management.  

We will ensure however, that any fan mail is passed onto the Tour Management on the day of the show. Please do not bring fan mail with you to the event, instead post it to us at: [Artiste Name] Fan Mail, Utilita Arena Birmingham King Edward’s Road Birmingham B1 2AA. 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 artiste to the event with you as we are unable to accept responsibility for them.

Unfortunately, as a venue, we’re not responsible for the distribution of backstage passes, which are for working personnel only. Occasionally, meet and greet passes are won as competition prizes or offered as part of VIP tickets.  These are issued by the promoter not the venue, so please do not contact us to request backstage passes as we will be unable to help you.

Please note that unauthorised filming of an event by audience members will not be tolerated. Anyone found to be filming illegitimately will have their equipment confiscated or risk ejection from the venue.

We understand the desire to film or take a few snaps during the event/ performance, however every Event Promoter has their own policy regarding the admission of cameras, and this can change at short notice. Generally, filming is not permitted, but small instamatic cameras and smartphone cameras are generally permitted by Promoters for taking photos on (not filming).

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, go-pros, iPads and tablets are also on the no-no list. If you bring a camera that’s not permitted for the event, you’ll be required to leave it at the confiscation kiosk for collection after the event. Certain shows may have stricter restrictions. Please visit the event page for the event you are attending for any specific restrictions.

We do not allow leafleting anywhere at the venue without prior consent.

Please note that any charity collections must be agreed in writing by the Concert Promoter in advance of the Concert date. For further information, please email [email protected] 

Utilita Arena Birmingham is part of the NEC Group, which has taken the decision to support a single charity each year. We feel that by doing so we can make a greater impact, and currently we are supporting Alzheimer's Research UK. Unfortunately, on this basis we are unable to support raffle requests, however we wish every fundraiser the very best of luck in their endeavours.

Most concerts bring merchandise to sell.  Official merchandise units can be found around the venue.

Please be aware that certain events attract unauthorised sellers that may sell inferior products which may not be safety tested outside the venue.  Those who purchase unofficial merchandise from these sellers do so at their own risk, as they may not be permitted into the venue.

Concert merchandise sales are operated by venue merchandisers, National Merchandise.  They are contactable on [email protected]

No. These are unofficial merchandise sellers, and have no connection to the venue.  As they trade on public land, unfortunately they cannot be removed.  Those who purchase unofficial merchandise from these outlets do so at their own risk.

For all events at Utilita Arena Birmingham children under 14 years of age must be accompanied by a responsible adult aged 18+ with a valid ticket to enter the venue.

On applicable shows, the ‘Standing Area’ of the arena bowl is not suitable for anyone under 14 years of age and we advise booking seated tickets if your party includes anyone under the age of 14. Please note, the venue reserves the right to remove or reseat (if possible) any child in the standing area who appears to be under 14 for safety reasons.

Due to the sound levels experienced during an event, the venue recommends that children under 5 should not attend concerts or events other than those specifically aimed at younger visitors, i.e. children’s shows.

Generally, children under the age of 1 that are attending a children’s show and sitting on an adult’s knee, do not need a ticket. However, we advise you to please check the event details prior to booking Please note though that any interruption caused by young children/babies that directly affects other members of the audience may result in you being asked to leave the performance area.

Certain shows will also have their own specific age restrictions. Please check the relevant event page before booking to avoid any disappointment.

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 +.

Due to the sound levels experienced during an event and the long-term hearing damage this could cause, we strongly recommended by most venues that children under 5 should not attend concerts or events other than those specifically aimed at younger visitors, i.e. children's shows. Any interruption caused by young children/babies that directly affects other members of the audience may result in you being asked to leave the venue immediately.

Children aged 2 and under attending children’s shows, and sitting on an adult’s knee do not need a ticket.  Please check the event details before booking.

Please note that whilst you may bring your children to the venue in a pushchair, car seat or carry cot, we do not allow these items into the Arena bowl. Please speak to Security on arrival – items can be left in a designated area at the owner’s own risk.  

Baby changing facilities are located in the majority of toilets (female and male)around the venue. If you need a quiet area to breast feed or warm a bottle, please go to our Medical Centre on the concourse level opposite the entrance door to Block 2.

Thermal bottles are not permitted in the venues as they are not collapsible under foot and cause a trip hazard in the event of an evacuation.  Sealed plastic bottles are however permitted into the venue.

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 780 4141 

Download

We don’t currently have a dedicated prayer room/quiet space at the venue. We will try and accommodate your request on the day where we can but cannot guarantee available and suitable space.

Yes, water stations can be found in public circulations areas in the Beat on Arena floor level (by the female toilets) and on the concourse level at the end of the catering units opposite block 7 door.  For standing shows we also have a water station in the entrance B/C lobby on the Arena floor level.

Generally, no food or drink purchased outside Utilita Arena Birmingham is permitted to be taken inside. Should you need to bring an item of food or drink in with you due to medical or religious reasons, please contact us prior to your visit. You should also check our confiscation list for prohibited items (e.g. glass bottles, cans etc.) before your visit. 

Generally, we discourage people from bringing posters, flags and banners to events as they can restrict the view of people sitting behind you. At the risk of getting your posters confiscated and upsetting other audience members, we would suggest that you don’t bring them with you. Flags and banners with large poles will be confiscated for health and safety reasons, as will any banner/poster with wording deemed to be offensive.

We salute all good deeds, but any charity collection must be agreed in writing by the Concert Promoter in advance of the concert date. For further information please contact us.

Please note that we do not allow leafleting outside of Utilita Arena Birmingham. Any leafleting inside the arena or within our car parks 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.

We’ll soon be offering customers ‘virtual tickets’ for selected live shows at Utilita Arena Birmingham and Resorts World Arena. We’ll keep you posted when these get confirmed and how to buy, but in the meantime there’s already a selection of ‘on-demand’ concerts available to buy via the MelodyVR app, on Oculus Go or Samsung Gear VR virtual reality headsets.  Check out the MelodyVR website for more information.

Your safety and security is our top priority. Working together with local and national authorities, security measures at our Arenas are under constant review to ensure that they remain effective and proportionate.

We have comprehensive and integrated overt security measures in place including; tailored venue search operations, strategically placed security personnel, multi-purpose dog response teams and intelligence led CCTV monitoring.

In addition, extensive covert security measures are also in place, so whilst you may not see all operational security activity, you should be assured that activity is on-going, often behind the scenes.
We work in partnership with West Midlands Police, who often deploy a variety of resources to work alongside our teams.

These controls and other protective measures are in place across all NEC Group venues, throughout event periods and at all other times.

What can you do to help?

• We encourage you to arrive to the venue as early as possible, to allow more time for enhanced security checks.

A full list of prohibited items can be viewed in the FAQ tab: ’What items are not permitted to be brought into the venue’

• Our security teams work hard to keep you safe, please be patient and help them by co-operating with their requests
• Customers who make any inappropriate comments to staff or other event goers, even in jest, will be refused entry
• As always, please remain vigilant and if something doesn’t look right, you should speak to staff or the Police who will take appropriate action.

In the interests of safety and security, a search will take place.  Please allow additional time for this process.

The security search process is a condition of entry.  Any refusal or the use of abusive, threatening or discriminatory remarks, including comments relating to weapons or explosives will result in access being refused.

To help speed things up, enable a contactless entry and to ensure your safety, we’d really prefer if you didn’t bring a bag to our venue. 

However, if you do, please only bring essentials with you and not the kitchen sink. You must only bring one bag that is no larger than 21cm x 30cm x 19cm – that’s the size of an A4 sheet of paper. 

For full details on our bag policy, click here.

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 teams ask.

At Utilita 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 and 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.

We encourage you to arrive to the venue as early as possible, to allow more time for enhanced security checks.

It is best for everyone if you do not bring a bag at all, however if you do, please only bring essentials with you:

NOT PERMITTED

Any bag larger than 21cm x 30cm x 19cm – that’s the size of an A4 sheet of paper. 

A full list of prohibited items can be viewed in the ‘Dos and Don’ts of what to bring’ section below

Our security teams work hard to keep you safe, please be patient and help them by co-operating with their requests

Customers who make any inappropriate comments to staff or other event goers, even in jest, will be refused entry

As always, please remain vigilant and if something doesn’t look right, you should speak to staff or the Police who will take appropriate action.

If you’re coming to a show in the near future, we’re encouraging you guys to remain vigilant and report 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.

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.

Excessive intoxication, aggressive and antisocial behaviour will result in you being asked to leave or being removed from the venue without refund. Please be mindful of other customers safety and comfort around you. 

If you have any concerns about the behaviour of any other persons around you then, please speak to one of our team members at your earliest convenience.

We operate a zero tolerance approach to abuse of venue team members. Physical or verbal abuse will not be tolerated.  Find out more about our zero tolerance policy. 

If you have purchased your tickets from The Ticket Factory, please check out the Help pages on The Ticket Factory website.

If you purchased tickets from elsewhere, then please contact your point of purchase.

Please refer to our FAQs above.

Please approach any member of security or the stewarding team, who will be more than happy to help you with any enquiries.

If you require alternative seating please return to Customer Services at the Box Office whilst you are at Utilita Arena Birmingham. If you see empty seats in the arena bowl, please do not assume that you can move into them without first asking a member of staff.

We welcome all feedback and if you would like to contact us about a recent experience at Utilita Arena Birmingham, please. email us at [email protected].

Utilita 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]

If you have lost an item at the venue, please contact the venue on [email protected] and our team will be happy to look into this for you.