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Accessibility at The O2 – Everything you need to know

Emma Willcox
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Booking Accessible tickets

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

  1. Head to theo2.co.uk and search for the event you want.
  2. Click Buy tickets. Choose your date and click Get tickets on the Accessible ticket option.
  3. Enter your First name, Last name and Nimbus card number.
  4. Click on the map – the blue sections are where accessible seats that meet your requirements, are still available. Choose your seats. If you need a Personal assistant ticket, you must also book this at this stage.
  5. Click checkout, and complete your booking in the usual way.

Accessible ticket options

You can get tickets for all different access needs, including:

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

Nimbus Disability and The Access Card

We’re making exciting changes to our Accessibility service. Our official ticketing partner, AXS, has joined forces with Nimbus Disability and The Access Card – a quicker and easier way of getting your access requirements recognised.

Booking Accessible tickets is changing from 3rd June

From the 3rd of June, you’ll need an Access card to book Accessible tickets for any new event that goes on sale (this does not include events that went on sale before the 3rd of June).

If you don’t have an Access card, you’ll still be able to buy tickets over the phone for a short period of time, but we recommend you register for an Access card as soon as you are able, to ensure a smooth booking process for future events. 

Why is this changing?

We’re making this change to help makes 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 won’t need to provide documentation. You won’t need to provide proof of evidence each time you book tickets, or carry documents to the venue (you’ll only need to provide documentation once when you register for the Access card).
  • It allows discretion. At the venue, staff will recognise the card, therefore no need to discuss what your needs are, each time you come.

What is the Access card?

Also known as a Nimbus card, or CredAbility card, it’s a card that shows your disability/impairment in symbols. It lets us know quickly and discreetly about the support you need (you might even gain access to things like concessionary ticket prices). Click here to find out more about the Access card.

Nimbus card.jpg

Who are Nimbus?

Nimbus are the company behind the Access card. They’re an organisation run by, and for, disabled people. It’s 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

Registering for the Access Card will get you the right tickets for your requirements. Once you’re signed up, Nimbus will give you a unique registration number. Just use this number, and you’ll be able to get the right tickets for any future purchases (as long as they’re available). 

There are two ways to register:

Free 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.

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:

  • Being 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 needs
  • 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

  Free Registration Full Membership
Cost Free £15
Card type Digital account Physical card
Where it can be used Participating AXS venues Any recognised venue in the UK & beyond
Membership length 3 years 3 years

 

*Please note, if any of the below requirements apply to you, please give us a call on 020 8463 3359

  • 2+ carers required
  • Assigned wheelchair user, with limited ambulant capability
  • Overseas guests
  • Issues accessing the online booking platform
  • Late requests three days or less out from the event
  • Change of circumstances

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: access@theo2.co.uk or call our accessible booking team on 0208 463 3359. Our lines are open Monday to Friday from 9am to 6pm. Our dedicated team will do their best to help swap your tickets for seats that better suit your access needs. On the night of the show, we’ll do our best to move you, but this depends on availability and might not always be possible.

 

Free companion/personal assistant tickets

*Note – if you have an Access card – there’s no need to provide evidence*

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 your 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.

Providing evidence:

We never ask for proof before the booking – but please send your proof 48 hours after booking your tickets. Simply email access@theo2.co.uk with your name, order number and your evidence. This will be securely destroyed – but we’ll make a note on your account, so you don’t have to send documents each time you book (just when they expire).
If we don’t get proof of your eligibility for free companion access, your tickets may be cancelled.

We accept the following forms of evidence:

Anything else will be considered on a case-by-case basis.

More than 1 personal assistant:

If you require more than 1 Personal assistant, you’ll need to pay for the second Personal assistant ticket initially, but once we receive your evidence, we’ll refund you the cost of the ticket.

For more than 1 Personal assistant, we accept medical letters stating 2 Personal assistant’s are needed, or an access card with a 2+ symbol.

*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.

 

British Sign Language

BSL interpreters are available for all events, just let us know at least 28 days before to organise this.

  • For online bookings, email access@theo2.co.uk after booking your ticket, with your order number and contact information, letting them know you need a BSL interpreter.
  • For phone bookings, just let the agent know and they’ll organise this.
  • Contact us via a BSL Interpreter by clicking here (available Monday – Friday 9am-6pm). Our Typetext number is 18001 020 8463 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.

 

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 Essential Companion 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.

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.

If you need wider seats, email access@theo2.co.uk. We have seats available with or without movable arm rests.

 

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.

Standing and Queueing: If you can’t queue, let a member of staff know and they’ll arrange priority entry for you as soon as the doors open.

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. If you require this service, you'll need to bring someone to escort you to the venue.

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.

Clean Power supply: If you need a clean power supply for your medical equipment, just email: customerservices@theo2.co.uk 

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



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