Accessibility at The O2 – Everything you need to know

• Booking Accessible tickets
• Nimbus Disability and The Access card
• Accessible booking changes
• Free companion/personal assistant tickets
• British Sign language
• Dedicated Disabled Access ticket locations
• Accessible Venue Information

Booking Accessible tickets

To help us provide the best possible service, our official ticketing partner, AXS, have collaborated with Nimbus Disability and The Access Card; a universal way of communicating your access requirements.

Nimbus Disability is a social enterprise and organisation run by and for disabled people, and is recognised as a leading authority on accessible ticketing in the UK.

To book Accessible tickets for The O2 arena, or Indigo at The O2, you'll need a Nimbus Access card, whether you're booking online or through the Accessible ticket booking line.

There is significant demand when events go on sale, so we advise that guests buy accessible tickets online rather than attempting by phone

It’s quick and easy to buy accessible tickets online:

• Head to theo2.co.uk and search for the event you want.
• Click Buy tickets. Choose your date and click Select tickets on the Accessible Seating option. Enter your First name, Last name, and Nimbus Access card number.
• Click on the map - the blue sections are where there are available accessible seats that meet the requirements, as per your Nimbus Access card. Choose your seats. If you need a Personal Assistant ticket, and are entitled to one as per your Nimbus Access card, you must also book this at this stage.
• Click Checkout, and complete your booking in the usual way.

Once you've bought your tickets, confirmation emails are usually sent straight away - but it may take a little longer for popular shows. If it's been over four hours, check your junk or spam folders, and if they're not there, please contact your point of purchase.

Accessible ticket options

We have a range of accessible seating options including:

• Limited steps
• Step free access
• Wheelchair accessible platforms
• British Sign Language Interpreters

Nimbus Disability and The Access Card

To book Accessible tickets, you'll need a Nimbus Access card, whether you're booking online or through the Accessible ticket booking line.

We’ve made this change to help make things easier for you.

• Booking tickets will be easier and faster. You'll no longer need to call us separately and wait in a queue. The online platform shows real-time availability.
• You wont need to provide documentation. The system offers greater privacy, as people with access requirements will no longer need to carry supporting documents or explain circumstances to staff. You'll only need to supple the information once and both the Access Card and Digital Access Pass last for three years.
• It allows discretion. At the venue, staff will recognise the card, therefore no need to discuss what your needs are, each time you come. The Access Card is a universal way of conveying your access requirements that clearly communicates your requirements to thousands of organisations, venues, events, and ticketing systems across the UK and beyond. You can choose to upgrade to an Access Card whilst applying.   

What is the Access card?

The Access Card is a universal way of conveying your access requirements that clearly communicates your requirements to thousands of organisations, venues, events, and ticketing systems across the UK and beyond. You can choose to upgrade to an Access Card whilst applying.

Who is Nimbus?

Nimbus are the company behind the Access card. They’re an organisation run by, and for, disabled people. Nimbus is recognised as a lead authority on Accessible ticketing throughout the UK.

When you register, Nimbus Disability will handle all your information securely and safely without us ever having to see why you need accessible seats. Click here to find out more about Nimbus Disability

Registering for an Access card

We've chosen to pass the registration scheme on to the same organisation that runs the Access Card.

Once you've registered, Nimbus will then provide you with a unique ID number on your Digital Access Pass, which can then be used to unlock access ticketing options in our system.

You can register for a Nimbus Access card internationally, and you simply need to select your country at the time of registering.

If you are not able to use online forms and would be unable, because of the nature of your impairment, to access online sales, you do still need to register. Nimbus will be able to assist with telephone registration on 0330 808 5108.

For more information, please see their FAQs.

There are two ways to register:

Free Registering for an Access Card Registration:

You can register for free. This card will be recognised on purchases for events at The O₂ arena, through our ticketing partner AXS.com.

The free Digital Access Pass will unlock accessible seating and ticketing options on AXS.com for shows at The O2 Arena. Already got an Access Card? Then you do not need to register, just go straight to AXS.com. If you don’t have an Access Card, that's not a problem, just apply for our FREE Digital Access Pass, which lasts for 3 years.

Click on AXS - application form (accesscard.online) to register for free.

Full Membership:

The full access card costs £15 for a three year membership. The full card gives you the same benefits as the free card, as well as:

• Bring recognised at venues across the UK & beyond.
• Potential free companion tickets at events and venues across the UK.
• You'll receive a Photo ID card with symbols relating to your accessibility requirements.
• Informative online access directory.
• Access to a closed Facebook Community group.

Click here to register for a full Access Card for £15 for three years.

Free registration vs full membership

If you’re not able to use online forms and due to the nature of your impairment, you’re unable to access online sales, you do still need to register. Nimbus will be able to help with telephone registration on 0330 808 5108.

 

Upgrading your card

If you’ve registered for a free Access card, and decide you’d like to upgrade, you can do so at the beginning or end of your application – just get in touch with the Access card team here.

Booking Accessible tickets with your Access card

Once your card has been registered with Access, you’re good to go! There is usually a high demand when events go on sale, so to save you waiting in a queue, head online for quick, real-time tickets. Follow the ‘Booking Accessible Tickets’ steps, above.

For more information about Nimbus Disability and the Access card, click here.

Accessible booking changes

If you can’t attend an event or your Access Requirements have changed:

Accessible tickets can’t be resold or transferred. If you have an Accessible ticket and can’t attend an event, you’ve booked the wrong ticket or your access requirements have changed, please email us on access@theo2.co.uk. Ticket changes are dependent on availability - our team will do their best to help, but it can't be guaranteed. 

Personal Assistant/Companion tickets

Personal Assistant (PA) tickets are only available to guests with the correct symbol on their Nimbus Access card. We offer free Personal Assistant tickets to anyone who needs extra support, due to a disability or long-term health condition. By accepting this ticket, your companion accepts responsibility for giving you the extra support you need whilst you’re with us.

Who is eligible?

Personal Assistant tickets are for guests who need extra support. This must be due to a disability-related need, with the support being beyond what a family member or friend, could provide.

If you're eligible for a free Personal Assistant ticket, simply head online. When buying your ticket, choose 1 Accessible ticket and 1 personal assistant ticket.

*PA tickets are only available through the venue and no other ticket agents.

Two or more Personal Assistants:

If you'd like to book tickets, and have a 2+ symbol on your Nimbus Access card, please call us on 020 8463 3359, Monday to Friday 09:00-17:00.

*Note: PA tickets must be booked with Accessible tickets. If this isn’t chosen at the time of booking, then adding a PA later may not be possible. Our policy states that the PA must sit next to the accessible guest, and if no PA is chosen at the time of booking, the seats next to you may get sold.

Please note that we will be closed for the Christmas period from 24th December to 28th December. We will reopen on Monday 29th December. We will also be closed from midday on Wednesday 31st December until 9am on Monday 5th January.

British Sign Language

We work closely with Performance Interpreting, the UK's premier provider of BSL Performance Interpreters. BSL interpreters are available for all events, just let us know at least 28 days before to organise this.

• For online bookings, please email access@theo2.co.uk after booking your ticket. Please include your order number and contact information, letting them know that you need a BSL Interpreter.
• If you are booking your tickets over the telephone, let the agent know at the time of booking.
• Contact us via a BSL Interpreter by clicking here (available Monday-Friday 09:00-17:00) Our Typetext number is 1800 10208 463 3359.

If booking online, we recommend buying tickets on level one. Don’t worry about the exact seat you choose. When you let us know you need an interpreter, we’ll move you to seats with the best view of the interpreter and the show – this can vary depending on the staging and other show elements.

To find out more about Performance Interpreting, please click here.

Dedicated Disabled Access Ticket Locations

Here’s an overview of which area might be suitable for your access needs. (Just to note, these may change – for more help, speak to the team).

Block 112, Row C or H: This area is for guests with visual impairments but no physical impairments. It's closer to the stage, but access is down many steps with no handrail.

W101/W105/W108/W113/W118: These are the accessible platforms; they can be used for wheelchairs or other mobility needs. Not all these platforms will be available on each event – it depends on the stage layout.

Block 105/108 Row W: These are for family and friends of guests in the access platform behind. They’re not generally suitable for anyone with mobility impairments. There are six steps down to these seats, and other guests may stand up and dance in front of you.

Level 1, Row Z / Level 4, Row C: These are step-free access. People may stand in front you and this can obstruct your view.

General advice:

• DDA = Dedicated Disabled Access - these are ticket locations that will not be turned back to non-disabled allocations at any point.

• Assistance animals are only allowed on the W platforms.

• Wheelchair users not on the platform, must ask their personal assistant to store their chair with Customer Services - located next to Block 118 or Block 410.

Ambulant vs Wheelchair seating

Ambulant seating is not suitable for wheelchair users, unless you’re able to transfer and walk past other guests in the row. Our ambulant seating area is in the general seating area, and for most events, guests are encouraged to stand at their seats, which may block your view. Refunds and compensation will not be offered if your view is restricted in this way, or otherwise disturbed by members of the audience entering/exiting their seat.

If standing for a long time is difficult, and you need to sit, your view may be restricted.

The Accessible viewing platform is suitable for wheelchair and non-wheelchair users, there is space for the wheelchair, and fold down seats. Our platforms are suitable for physical and hidden disabilities.

Accessible Parking

Blue badge parking spaces are available in all of The O2's car parks. Just make sure the blue badge holder is in the car with you during your visit.

Accessible Parking can be booked by clicking here. Select the event that you are attending, and then from the options on the left, please select 'Car Park 1 [Blue Badge Holders} - Events'.

For any enquiries or assistance please visit the JustPark Help Centre. 

Accessible Venue Information

If you need any Accessible help, please contact us before your show and we’ll have everything arranged for you.

Wheelchair Access: The O₂ is fully Accessible – the lifts and public areas are designed for wheelchair use. If you need a wheelchair, call 0208 463 2211 once the event doors open, and we’ll bring a wheelchair to you at the main entrance. If you require this service, you'll need to bring someone to escort you around the venue including operating the wheelchair. Please note this number is only staffed on an event night.

Please remember, that if you are bringing a wheelchair to an event, and are not located on an accessible platform, the wheelchair can be stored for you in a secure location at our Customer Services desk at Block 101 on the night. 

Standing and Queueing: If you are unable to stand or queue for long periods of time, please speak to a member of our guest experience team at the arena entrance, who will be able to assist.

Accessible drop-off: We have a signposted accessible drop-off for cars and coaches approximately 150m from The O₂’s main entrance. If you need a wheelchair, call 0208 463 2211 once the event doors open, and we’ll bring a wheelchair to you at the main entrance. If you require this service, you'll need to bring someone to escort you around the venue including operating the wheelchair. Please note this number is only staffed on an event night.

Accessible Toilets: Accessible toilets are unisex and are available on all levels. You don’t need a radar key to use these.

There is also a Changing place unit on Level 1 – our stewards can give you access or ask at the Level 1 information desk. These toilets are larger, have a height adjustable changing bench, a hoist and room for up to two Personal Assistants. If you need to use the Changing place unit on a non-event day – just ask at AEG reception and we can organise access.

Assistance Dogs: We welcome assistance dogs in all The O₂ venues. Water bowls and comfy beds are available too. We’re happy to walk your dog outside – just let us know.

• The O2 arena - Assistance dogs can stay in wheelchair bays.
• All other areas - Talk to the nearest information desk and they'll look after your dog for the event.

Accessing Visual Information: Contact customer services before the show if you need help accessing visual information.

Need more help?

If you want more information or can’t buy the ticket you need online, contact the team, we’re here to help. Email: access@theo2.co.uk