/> FAQs | Utilita Arena

Public safety continues to be our priority. We’re doing all we can to keep you safe at our venue. Please remember we do not permit backpacks or large bags and you will be screened upon arrival. Read more about our safety policy here.  Read more

FAQs

We hope this general guide helps our fans with any queries they may have.

Coronavirus (COVID-19) FAQs

What are you doing to keep us safe?

We can’t wait to welcome you back to Utilita Arena Newcastle. Our number one priority is making sure your visit is as safe and fun as possible. When you visit us we’ll be operating under the most up to date guidance and legislation in place supported by ASM Global's environmental hygiene protocol – VenueShield.

Are there any Covid – 19 restrictions in place at your venue?

Our additional safety measures and terms of entry are under constant review and we'll keep you up to date with any changes on how we normally operate HERE. Please read all the information on this page and check back regularly before attending your event.

Is my event still going ahead?

The situation is changing regularly. The venue’s website and social media are the best places to check for updates.

Will I get a refund if my event is postponed or cancelled?

If your event has been rescheduled or cancelled, advice about refunds will be available from your original point of purchase. If you bought your tickets from our website, Ticketmaster is your point of purchase and information can be found here.

Please note all refunds need to be requested before the date of the event. Requests received on the day or after the event has taken place will not be processed.

If your event is going ahead on its original date Ticketmaster’s standard terms and conditions apply and at this time refunds are not being issued. If you can no longer attend an event Ticket Ticketmaster has a Fan-to-Fan ticket exchange allowing you to buy or sell resale tickets safely. Terms & conditions apply and information on how to sell your tickets can be found here

We can only process refunds at venue if you paid in person at our Box Office with cash or debit/credit card. In this instance only please email [email protected]

My Event was rescheduled, I have my original tickets - Do I need new ones?

No you do not need new ones. The original ticket will get you into the new show date. Please ensure you turn up for the correct performance. Details of original dates can be found here or in the event page. 

Can I contact you by telephone?

We are unfortunately not able to provide a customer service telephone service. Customers are advised to email their point of purchase for all ticketing enquiries. If you purchased from our website this will be Ticketmaster.

For venue enquires please first check all our frequently asked questions.  We are continually reviewing information and you will receive full details about the event you are due to attend which will including all requirements for attendance approx. 1 week prior to your event. 

For all other venue enquires please email [email protected].  Please be aware that we are currently receiving an unprecedented volume of messages and it will take longer than normal for us to reply.  We appreciate your patience and understanding at this time. 

TICKETS

How Do I Book Tickets?

You can book tickets online through by simply clicking on the 'Book Now' button on the event you wish to attend from our Event Calendar.

You can buy tickets for accessible areas of the venue online for all events (subject to availability).  From the booking page just select the applicable Ticket Type from the menu.

For groups of 8 people or more please email [email protected],uk.

Our official ticketing partner is Ticketmaster. Please be aware that if you buy your tickets from unauthorised outlets you run the risk of being refused entry to the venue or not getting a refund if the event is cancelled or postponed.

For more information on buying tickets visit our Buying Tickets Page

Will I be charged a booking fee?

All ticket sales through Ticketmaster are subject to a service charge and a possible handling charge; these amounts are set in relation to the ticket price. Ticket sales via the Utilita Arena Newcastle Ticket Office are also subject to a service charge.

When is the Box Office Open?

The Box Office will be closed on non-event days

Evening Events
from 4pm on the day until main act on stage

Earlier Events
1 hour before doors until main act on stage

Can I book tickets for accessible areas online?

Yes, there is an option to buy tickets for wheelchair users, visual impairments, hearing impairments or ambulant disabled visitors (visitors with any other disability that would make them unable to use standard arena standing or seating positions).

Will I be asked to provide evidence to prove that I am entitled to bring an essential companion with me?

Yes, because essential companion tickets are issued free of charge measures are in place to prevent the system from being abused. After your purchase you will be contacted by our ticketing partners Ticketmaster who will ask you to submit your proof of eligibility.
More information on the process and documentation can be found here Your order may be cancelled if no supporting document is provided.

Will I need to provide evidence every time I book?

No, you will only be contacted if the evidence that you have previously supplied has expired or is no longer valid.

Accessibility bookings can be made online with Ticketmaster or please email [email protected]

Venue facility fees of £1.70 per ticket and booking fees apply.

I do not have a smart phone, how do I access my tickets to an event?

The Utilita Arena Newcastle is moving to digital tickets and ‘Eticket' will be the default delivery option for all seated bookings.  If you will be unable to access your tickets via mobile at the event then please contact Ticketmaster here for further assistance.

What happens if I lose my phone on the way to an event and cannot access my tickets

Please visit the ticket office at the arena, which will open 1 hour before the scheduled door time.  You will need to provide ID to allow the team to access your Ticketmaster account details.

How do I transfer Mobile Tickets to my friends and family?

1. Open your Ticketmaster App and select the event

2. Click "Transfer"

3. Add contact details of friends or family

4. Transfer sent!

5. Ask them to accept the transfer request via the App or email - Transfer complete!

If you have any issues you may find the answer here

I've purchased tickets for an event I can no longer attend 

Can't go anymore? We've made it easy to sell tickets you can no longer use on our ticket exchange, meaning another fan can go instead. Less missing out, more going out? Find out more here

 

I have a question relating to tickets for a specific event who should I contact?

If you need to contact Ticketmaster about your order, you can now do this directly from within your Ticketmaster MyAccount. Follow the instructions below to do this.

Login to MyAccount here 
Select the event you wish to contact us about
Hit the Need Help With This Order? Button and follow the on-screen instructions.

I have a ticketing question but dont have tickets yet - who do I contact?

If you have a question for Ticketmaster that doesn’t relate to an order you can contact Ticketmaster here

 

ATTENDING AN EVENT

What Shouldn't I Bring To The Event?

No backpacks, holdalls, suitcases will be admitted into the venue. The patron will be refused entry if they attempt to enter the venue with the prohibited item.

Patrons with accessible and medical requirements/equipment will be considered on an individual basis but encouraged to contact the venue in advance for ease of entry.

There will be no temporary storage facilities for such items within the venue and it will be left to the patron to find a safe temporary facility to hold the item. The venue will not be responsible for late admission or non-admission as a result of this policy.  There is no cloakroom.

All remaining bags will be searched.

Prohibited Items

Backpacks including holdalls, luggage, computer bags and cushions**
Glass, cans, aluminium bottles or thermoses of any kind including any liquid products which can be consumed**
Flammable liquids in any container
Laser pens/pointers
Video cameras, professional cameras and recording devices
Laptop computers, Ipads and Go Pro’s
Large/golf umbrellas
Knives, firearms or weapons of any kind
Illegal drugs or substances
Alcoholic beverages
Signs, banners or flags with or without poles, staffs or selfie sticks
Animals (except service animals to aid persons with disabilities)
Air horns, whistles, cowbells or other noise-making distractions
Projectiles (Frisbees, beach balls, footballs etc)
Aerosol cans (hairspray, mace pepper spray etc)
Fireworks, confetti or glitter bombs or sprays
Glow sticks
Balloons
Use of wheeled footwear, skateboards
Food
Helmets and full face masks excluding clear visors
Large belt buckles, studs, chains and spiked collars, boots or jackets
Glass bottles of perfume
Anything else which we deem to ruin the enjoyment or viewing experience of others
Any refreshments or refreshment containers
Cameras & recording equipment including iPads and Tablets: the unauthorised use of cameras, video, iPads and Tablets and any other form of recording equipment is strictly prohibited. However, some of the shows do permit the use of small digital cameras including, in many cases, 'bridge' cameras (larger digital cameras with zoom lenses that cannot be removed). For the avoidance of any confusion 'professional' cameras with removable and interchangeable lenses are always prohibited. Unfortunately, the camera policy for a specific show is typically only confirmed on the day of the event. We would advise that if you choose to bring a small digital camera to the Arena you must be prepared not to use it if requested not to do so.

**Exceptions will be made for those with medical requirements and/or special needs, we ask this is communicated to venue ahead of visit for ease of entry. 

If needed, Stasher have locations within a short walk to the arena where large bags and items can be stored - Book online - We do not have cloakroom or storage facilities at the arena and you will be directed to the nearest Stasher location. Prices start from £6 per item for 24 hour storage.

All entry constitutes consent to search. If you refuse an inspection you will not be admitted and will not be given a refund. Patrons will be refused entry if they attempt to enter the venue with the prohibited item.

Meet and Greet / Backstage Passes / Special Announcements

Unfortunately backstage passes are not available to buy, however selected events may offer VIP tickets to be purchased via Ticketmaster which can include exclusive meet and greets opportunities.

All special requests including birthday announcements, ‘shout outs’ and autographs are dealt with on an individual basis via the artist’s promoter. Any requests can be forwarded in writing to Utilita Arena Newcastle and these will be passed on to the relevant persons in good faith, however we have no influence in any decision.

When is the best time to arrive at Utilita Arena Newcastle if I want to avoid standing in any queues to get in and need extra time to get to my seat?

Please arrive as close to the advertised door time as possible and you should encounter fewer people in any queue and then have more than enough time to get to your seat.

Who do I contact for lost property?

Guests to contact the venue about an item of property on 0191 260 5000, lines are open Monday-Friday between 10am and 4pm.

Please note that to ensure safety, any credit/debit cards and cheque books are retained for up to 24 hours and then securely destroyed. Under Government guidelines, any passports or driver licences will be returned to the passport office/DVLA.

Any found property handed into the Arena’s safekeeping which has not been retrieved within 28 days will be given to charity or disposed of. If storage becomes full or creates a safety issue items may be disposed of earlier, items which are perishable will be disposed of earlier.

Are there any age restrictions for shows at Utilita Arena Newcastle?

There are no age restrictions to any shows, unless requested by the visiting artist, however we request that no children under 14 come unaccompanied and we also advise that no under 14s go on the floor for standing floor shows.

Generally children shows allow babes in arms up to 23 months however some shows specifically targeted at younger audiences require a ticket for anyone attending the performance. Please check the relevant show's event page for event specific details.

Can I bring a camera into the Arena?

The official policy of the Arena and the touring shows, forming part of the conditions of sale when you purchase a ticket, is that the unauthorised use of cameras, video and any other form of recording equipment (including Laptop computers, iPads, Go Pro’s or tablets with filming and recording capabilities) is strictly prohibited. However, some of the shows do permit the use of small digital cameras including, in many cases, 'bridge' cameras (larger digital cameras with zoom lenses that cannot be removed). For the avoidance of any confusion 'professional' cameras with removable and interchangeable lenses are always prohibited. Unfortunately, the camera policy for a specific show is typically only confirmed on the day of the event. We would advise that if you choose to bring a small digital camera to the Arena you must be prepared not to use it if requested not to do so.

How do I find out event times?

Please refer to your ticket for door opening and start of show times. Please note due to the nature of live entertainment all times including end of show times are approximate and subject to change and we cannot confirm what time the main artists will arrive on stage in advance. Please arrive in plenty of time to avoid disappointment and to get through security and ticket checks. Please also be aware all concert goers are responsible for making sure they leave the venue in time to catch their last coach, bus or train home.

Can you tell me when I am able to pick up my tickets from the Ticket office and does it have to be on the day of the event?

As the Box Office is only open during events, tickets cannot be collected in advance. In your Ticketmaster account you are able to change the delivery method of your ticket - You can update your delivery method to Digital Ticket or print at home ticket. Both will allow you to have these in advance. If you have selected to receive your tickets by post these will automatically be sent to the address in your account.

What should I bring with me?

Patrons are advised to bring the least amount of belongings possible. Small bags are permitted but may be subject to searches and, at some events, may be removed from standing floor ticket-holders for collection afterwards. The unauthorised use of cameras, video or any other form of recording equipment (including Laptop computers, iPads, Go Pro’s or tablets with filming and recording capabilities) is strictly prohibited. 35mm cameras are permitted at most events but professional cameras with a detachable zoom lens are not, therefore please leave at home.

At certain events, the promoter may request a ban on all photography and signs to this effect will be displayed at all entrances. No food or drink is to be brought into the venue. Banners are also prohibited. Large golfing style umbrellas should not be brought to the venue as they will not be permitted on safety grounds, however small (handbag / briefcase style) umbrellas will be permitted.

How do I get to Utilita Arena Newcastle?

Utilita Arena Newcastle is located on the banks of the river Tyne, Utilita Arena Newcastle is ten minutes away from Central Station and the Tyne and Wear Metro.

Utilita Arena Newcastle is only 3 minutes from the A1 North - South route. Take the A184 signposted 'City Centre', then follow the A189 over the Redheugh Bridge.

Many local bus services, Tyne& Wear Metro and rail services stop at Central Station, which is only around a 5 minute walk away from the Arena. Buses from Hexham, Stanley, Consett and many parts of Gateshead and Newcastle all stop at Central Station.

Eldon Square and Haymarket Bus Stations are around a 10 minute walk from Utilita Arena Newcastle.

Public Transport information can be found at www.nexus.org.uk or by calling Traveline on 0871 200 2233.

Newcastle Central Train Station, situated on Neville Street is around a 15min walk from Utilita Arena Newcastle providing connections to the local Metro Service. Newcastle Central Station is the busiest station on the East Coast Main Line service connecting people to regional and national destinations including Newcastle international Airport.

Please refer to our visiting the arena information for more specific travel plan information.

How can I collect my tickets if I am delayed?

Our Ticket Office will close just after the main act takes to the stage - after this time tickets can still be collected from our Information Desk.

I have bought tickets for the standing floor but I have since broken my leg. Can I still come to the concert?

For your safety, and for those around you, we do not allow people using crutches and/or walking aids onto a standing floor. Even though your friends around you could help to look after you, crowd movement on the floor is unpredictable. We will always endeavour to find you an accessible position within the Arena so that you can still come to the concert.

Why can I not take my own food into Utilita Arena Newcastle?

In accordance with common practice it is our policy not to allow guests to bring their own food and beverage into the building. The arena endeavors to raise awareness to customers of this policy via out website and on tickets. Glass and Can containers are not permitted within our venue.

What should I do if I have a problem on the night?

We recommend if anyone experiences any seating problems they are raised to a member of our guest services team immediately to enable us to rectify them during their visit, the customer service desk is located in the main foyer by the main doors, and our stewards are clearly identifiable in yellow or purple uniforms.

What can I buy when I'm at Utilita Arena Newcastle?

Utilita Arena Newcastle has a large and varied number of refreshment stands offering a variety of hot and cold food and drinks, including alcoholic beverages. Official merchandise is also usually available inside the venue. Patrons are advised not to buy merchandise from vendors outside arena as these are not licensed suppliers and the quality of products cannot be guaranteed.

Please be drink aware and make sure you have a great night out.

For help and advice on how to keep a good time good please visit drink aware.

PLEASE NOTE THAT ALL OF OUR BARS ARE NOW CASHLESS

Will there be any pyros-lasers-strobes at the event I'm attending?

Most shows have some form of flashing lighting or strobes. Signage is displayed around the venue to advise people if pyros - lasers or strobes will be in use.

I'm bringing a school party to an event at the Arena and need to carry out a risk assessment in advance. Can we visit the venue before our visit to do this please?

Unfortunately, due to the high volume of requests, it is not possible for us to accommodate individual site visits.

Can I upgrade my tickets or do you have special packages available?

Packages are available to purchase 24/7 online at utilitaarena.co.uk/events

Private lounge and suite access is available for all events, we offer the perfect options for entertaining clients, friends and family.

Please visit the hospitality page for more information.

Are there Smoking Areas at Utilita Arena Newcastle?

Utilita Arena Newcastle is a smoke free venue; smoking is not allowed throughout the building

It is possible to smoke outside of the venue; a dedicated smoking area is located outside at the front of the Arena

Electronic cigarettes are not permitted for use inside, due to the sophistication of these devices; it is increasingly difficult to identify guests in the auditorium smoking compared to those smoking electronic cigarettes. To assist with this, guests who wish to use these devices are requested to use the external smoking area.

Do you have a cloakroom?

Unfortunately due to building regulations inside the venue, we do not have an area for guests to leave coats, bags and other items.

If needed, Stasher have locations within a short walk to the arena where large bags and items can be stored - Book online - We do not have cloakroom or storage facilities at the arena and you will be directed to the nearest Stasher location. Prices start from £6 per item for 24 hour storage.

All entry constitutes consent to search. If you refuse an inspection you will not be admitted and will not be given a refund. Patrons will be refused entry if they attempt to enter the venue with the prohibited item.

Do you have Wi-Fi?

We currently have WIFI in our hospitality arenas but not in the Main Arena or Foyer.

What are you doing to reduce plastic waste?

ASM Global are committed to the reduction of plastic waste to the lowest practicable levels and to the promotion of recycling within its venues. Working in collaboration with industry partners and vendors, we are in the process of devising a comprehensive solution-finding programme to reduce the usage of single use plastics within our organisation

This ongoing programme involves:

The identification of single-use plastic usage

Reduce, reuse, and recycle approach to existing single-use plastics

Substitution of single-use plastics wherever possible, such as;

Introduction of paper straws and wooden cutlery

Education of staff, suppliers, vendors and customers to assist with the programme

This is an on-going endeavour that reflects our commitment to finding workable environmental management solutions across our venues.