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What you need to know before you go (The O2 Arena)

Emma Willcox
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Arriving to an event

Timings: Showtimes vary, and are sometimes only available on the day of the show. Check The O2 venue app, or the artist’s social media page, as if/when timings are confirmed, they’ll be published directly there. For most events, the arena doors open at 6.30pm and finish by 10.30-11.00pm.

Arrive in plenty of time to pass through our security checks, and find your seat – we wouldn’t want you to miss anything!

Where to go: Your ticket will show which entrance to use. If you’re not sure, ask one of the team when you get here, or check out this venue map.

Standing shows: No need to arrive before 9am on event day. Overnight queuing isn’t allowed, and if anyone attempts this they’ll will be asked to leave. When you arrive, head to the queuing are (usually Entrance E, but this can change). You’ll enter in the order of the queue when the doors open. There are plenty of toilets, and places to buy food and drink. We don’t issue wristbands or number guests so you can’t reserve a space in the queue.

If you’re running late: Don’t worry! You can usually enter later, though some promoters may ask you to wait for a break in performance. The doors opening time will be on your ticket.

If you’re the main ticket holder, and your guests are running late, as long as there are no restrictions, you can transfer the tickets over to them. Check out the tickets & events article to find out how to transfer tickets. 

During an event

Dancing: Feel free to dance, but stay safe! Avoid standing on seats, walkways, stairways, gangways or aisles. No climbing, crowd surfing or moshing. 

Smoking: Smoking isn’t allowed inside the venue. There is a smoking area just outside the main entrance, just once you've entered The arena or indigo at The O2 and had your ticket scanned, re-admission isn't allowed. E-cigarettes can be used on the concourses, but not inside the arena bowl. 

Flashing lights or images: Most events use flashing images and lights. Strobing effects won’t exceed four flashes per second. Email customerservices@theo2.co.uk for more details about your event.

Needing help: If you have any questions or concerns, come and chat to one of our stewards, or head to one of our customer service desks on Level 1, block 101 or level 4 by block 410. We’re here to help!

Meet and greets/announcements: We can’t arrange meet and greets or special announcements, but you can try to contact the artist directly through their website or social media pages. 

Present/letter to the artist: We can forward items to the artist if they’re at the venue. Drop items off at an information desk on the night, or mail them to us with the artist’s name: The O2 Arena, Peninsula Square, London, SE10 0DX

Payment: The O2 is a cashless arena, ensuring quicker sales and shorter queues.


Inside the Arena

Views:

  • For Seated tickets, some views may be obstructed, and this will be noted during booking. If your seat isn’t what you expected, let us know, and we’ll do our best to help.
  • Floor seating is on a flat surface and most people stand for events.

Seats:

  • Standing tickets: No assigned spots – just the number of tickets sold.
  • Seated tickets: The layout changes for each show. There are stewards available to help you find out seat.
  • The Deck: A premium experience with bar stool seating, based on level 1 in a private row. Some tickets include a main food and drink item, redeemable at arena outlets. In seat service is also available.

Arena Map: Click here to view the different layouts of the arena map.

*Always check the floorplans before you buy tickets. Restrictions will be clearly noted. Level 4 seats aren’t recommended for those with a fear of heights. Tickets are sold on a first come, first served basis, so to nab the best seats, always make sure you get in there early*


The Suite & American Express lounge

The suite

Food & drink: If you haven’t pre-ordered catering, you can buy food and drink for the suite either through the suite telephone, a suite attendant or at any of the bars on the suite level. Outside catering isn’t allowed, but our in-house team, Levy, can create a custom menu.

Opening/closing: The suite is available from the arena door time, until one hour after the show (or 11.45pm at the latest).

Smoking/e-cigarettes: No smoking is allowed and there’s a no readmission policy once you’ve left the arena. E-cigarettes can be used along the suite concourses and at the back of the suites (not the front near the balcony seating).

American Express lounge: Suite tickets typically grant access to the Amex Lounge, though restrictions may apply for some events. Check with your suite contact.

Children: Everyone needs a ticket, and under-18’s must be accompanied by an adult at all times.

TV: Every suite is kitted out with a flat screen TV which is centrally controlled. You can watch TV until the main act begins – perfect for catching the end of a match!

Attendant: An attendant may be provided depending on your food and drink order.  

Size: Suites range from 15 to 30 fixed seats. Extra seats can be arranged if needed.  

VIP members access: VIP members can request suite upgrades through their account manager, depending on availability.

Personal events: If the arena isn’t being used for anything else, it may be possible – speak to your account manager.

*Not using your suite for an event? Let us know and we can offer it to other VIP members. You’ll receive the ticket price for the seats you release. Year-on-year event allocations can’t be booked in advance*

 

American Express lounge

Who: The lounge is open to all Amex cardholders, first come first served. If it’s too full, you might not be able to enter. VIP club ticket holders (look for ‘#AmexInvitesLounge’ on your ticket) have guaranteed access.

Location: Enter through the main entrance with the arena directly ahead. The left lane is reserved for VIP members and suite holders.  

Opening/closing: The lounge opens one hour before the arena doors open and a minimum of one hour after the end of the show.

How to book a table: There are two bookable areas in the lounge. To reserve a table, contact your account manager through your ticket provider.

Age restrictions: Unless stated, there are no age restrictions. Children under 15 must be accompanied by an adult aged 18+.

Cloakroom: There’s a free cloakroom service inside the lounge, and a cupboard to hang your coats.

Lounge access after 10 inclusive events: You can keep using the lounge for all tickets booked through VIP club, even after your 10 inclusive events.


Personal items in The Arena

Bags: Each person can bring one bag, no larger than A4 size. Check out the security article for more details.  

Food & drink: Food and drink bought outside The O2 arena can’t be taken inside. If you need to bring food and drink for religious or medical reasons, email us at customerservices@theo2.co.uk. Tap water is available at any food and drink outlet.

Portable chargers: Feel free to bring a USB charger to keep your phone powered throughout the event.  

Cameras: Small personal cameras are fine to bring in, but please turn off the flash. Larger SLR cameras, SLR-like cameras and GoPros aren’t allowed into the venue – following the request of the event promotor.

Banners/Posters: You can bring banners or posters that are A3 size or less. They’ll be checked at the entrance. For most events, large flags, drapes or banners aren’t allowed. Please don’t bring anything that displays inflammatory, offensive wording or are made out of hard material such as wood.

*Note: some events have a total ban on cameras, and items which have a camera function (phones, watches etc.) which will be stated on your ticket, event webpage or pre-event emails.

 

Items not allowed into the Arena:

  • Food & drink: No outside food, glass, bottles, cans, plastic bottle tops or alcohol.
  • Prohibited objects: Large umbrellas, professional cameras, recording equipment, weapons, ammunition, explosives, horns, whistles, drums, fireworks, flagpoles, large umbrellas or any other item that may cause danger or disruption to any event or to other visitors (regardless of whether or not such item is illegal or is carried for specific purposes).
  • Animals: Assistance dogs are the only animals allowed in the arena
  • Religious symbols: Allowed under certain conditions – details available upon request.
  • Tech gadgets: Laptops, iPads, GoPro's (or any similar device) or selfie sticks. Staff can stop cameras coming into the show. It’ll be looked after safely, and you’ll be given a ticket so you can collect it at the end.
  • Dress code: There’s no dress code for most events – but if you’re wearing clothing that may offend others, you might be refused entry.

Lost Property

Use the contact channel where you lost your item: 

Merchandise

Merchandise is available:

  • Next to the main entrance of The O2
  • On level 1
  • On level 4
  • Outlet shopping centre (featuring past and current events merch)
  • Online – through the artist/band’s official website.
  • *Sometimes merch is available on level 2 by the main reception.

Merchandise stores open a few hours before the time shown on your ticket, and are available after the show. Prices are set by the performers. All merchandise is card only (The O2 is a cashless venue). Some items aren’t available before a show for safety reasons.

Other information

Medicine: If you need to refrigerate your medicine during a show, let us know before the show. When you arrive, head to one of our three medical rooms – outside block 113, 413 and just behind the main stage for general admission standing tickets. If you need help, speak to a team member. 

Buggy’s/pushchairs: Pushchairs aren’t allowed inside the arena bowl. You can store your pushchair at the customer service desks outside block 101 on level 1 and block 410 on level 4 whilst you’re at an event.

Ear plugs/Ear defenders: If you or your child has sensitive hearing, head over to the customer services desk outside Block 118 on level 1, and we can give you some ear defenders or ear plugs. Ear plugs are free. You can borrow ear defenders for free, you’ll just need to leave a form of ID that you can pick up when you bring the ear defenders back.

Young children: There’s no minimum age for most events at the Arena, but as the shows can be noisy, we advise not bringing very small children to anything not family friendly. Everyone needs a ticket. If you need a safe child wristband, visit any information desk to get one. This helps us contact you if you become separated from your child.

Gender-neutral toilets: Gender neutral toilets are available for most shows, located on the Level 1 concourse. If for any reason these toilets are not in operation, please speak to a member of our Customer Services team who will be able to help you.

Wi-Fi: There are hotspots for both O2 Wi-Fi and The Cloud.

Feedback: We welcome all feedback – good and bad. Please email customerservices@theo2.co.uk

Recruitment: If you fancy joining our team, or interested in work experience, email recruitment@aegworldwide.co.uk or visit our website for current vacancies. We recruit for a wide range of jobs such as guest relations, premium suite hosts, marketing, finance and more. 

Tours: Unfortunately, we don’t conduct tours at this time.


Useful contacts

Here are some useful contact numbers if you need to get in touch with us:

For ticket sales: Please go to www.axs.com for general tickets you can also live chat with them at this link.

For Accessible tickets: Email the team: access@theo2.co.uk

For BSL Interpreting service from Signvideo: Click here to book (available 9am-6pm Mon-Fri) To see how this service works head here.

For Customer Services: All customer service enquiries and complaints should go to www.theo2.co.uk/email

To Hire A Venue: For The O2 Arena/Green Room: Call 020 8463 2149 or  Email: sales@theo2.co.uk 

For indigo At The O2: Call 020 8463 2700 or Email: bookings@indigoattheo2.co.uk 

If you are looking for our friends at VMO2: (for mobile phones, mobile broadband, sims etc) you can reach them online http://www.o2.co.uk/contactus, from your O2 mobile (just dial 202) or from a landline 0344 8090202

 

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