FAQs | Metro Radio Arena

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FAQs

As this topic is increasingly receiving more exposure we hope this general guide helps our patrons.


How Do I Book Tickets?

Booking Hotline Number: 0844 493 6666*

Online: Eventim

In Person: Please visit the Metro Radio Arena Box Office located at the front of the building where our staff will be able to assist you.

Accessibility Bookings: 0844 493 6666 and select option 3 or accessibility@smgnewcastle.co.uk

For more information please visit our buying tickets section.

Venue facility fees of 55p per ticket and booking fees apply.


Box Office Opening Hours

Please note box office opening hours are subject to change.

Monday - Friday: 10.00am - 4.00pm
Saturday: 11.00am - 2.30pm
Sunday: Closed
Sunday evening events - Box Office will be open from 4.00pm
Weekday evening events open until main act on stage.
Saturday evening events open 11.00am - 2.30pm then 5.00pm main act on stage.

On an event day the Box Office will be open until the event starts. Any ticket collects including reprints / duplicates and competition tickets can be collected from our Box Office from 2 hours prior to the show starting.


Eventim Ticket Enquiries

If you have made a booking via Eventim Website / Booking Hotline Number please telephone their customer services department on 0333 344 6250* for any further assistance.


Conditions of Sale

The promoter and/or Arena operator reserves the right to refuse admission, conduct security searches and make changes to the programme/event if rendered necessary by possible cause.

Tickets cannot be exchanged or monies refunded. It is the responsibility of the ticket holder to ascertain the date and time of any re-arranged event.

The ticket holder is strictly prohibited from bringing cameras, video recorders,  iPads and Tablets and any other form of recording equipment,. However some shows do permit the use of small digital cameras, no detachable lenses. 

The ticket holder is strictly prohibited from bringing any glass, bottles or cans into the venue for health and safety purposes.

The re-selling of tickets for commercial gain or profit except by the Arena, Eventim or one of its agents is not permitted and the ticket will become void with the holder being refused entry or ejected.

If you arrive late you may be refused admission until a suitable break in the performance.

Purchase of a ticket does not guarantee 100% view of the event.

Ticket holders are strictly prohibited from bringing into the Arena any food or beverages. 

Full List of Conditions of Sale


Tickets Frequently Asked Questions

I purchased tickets on the day they went on sale and a friend gained better tickets closer to the event or just after I booked.

This can be for many reasons including:

1. When final size of the stage and production is known more seats may be made available for sale.

2. Unsold returns from Promoters and his contractual allocations (identified earlier).

3. During the booking process those tickets chosen are frozen until the booking process is complete. If that patron does not complete the purchase then those tickets come back into the system to be purchased.

If a show is 'sold out' why are tickets available on the day of the show?

With all shows there are some tickets kept off sale until the stage and production are finally in place on the day of show in case this is larger than indicated. An Artist usually has in their contract that they are allowed a number for their use. Those may not all get used therefore will be released for sale. Some Promoter ticket agencies may not have sold their total allocation and may return some. Most of these returns will go on sale around midday on the day of the show. It is always worth checking Eventim, Evening Chronicle or our Website or listening to Metro Radio.

Why do we charge Booking Fees?

As the ticket price is the property of the Promoter we have to recover all costs of the Box office Service. We are not a heavily subsidized venue as e.g. City Hall, Theatre Royal who can afford to charge comparable fees.

What is the Facility Fee of 55p per ticket?

The cost of 55p per ticket is now in place to cover the increased property rates introduced by central government in 2017.


Ebay

Whilst re-selling tickets is not illegal or against Arena ticket terms & conditions, re-selling for profit is, and it is particularly upsetting and despicable when large premeditated profits are made from genuine fans.

The Arena is constantly monitoring auction sites, and has the power to void any tickets found to be selling at a profit. Arena management together with their ticketing services provider Eventim, have identified an individual who is re-selling Arena show tickets for a major profit in significant quantities.

We will always strongly advise all patrons to purchase from official venue box offices or ticketing services providers such as Eventim for full protection and satisfaction.

I have bought tickets on ebay, what will happen?

If we have spotted them selling at more than face value they could be voided and admission at the event refused.

How will I know if they are voided?

We publish some of the voided tickets on our website. All initial purchasers are told by letter and told to refund monies to people they have sold to. Whether they will is your risk.

Will I get my money back on voided tickets?

That is between you and whoever you purchased from, not us.

I've seen tickets on ebay, should I buy?

Our guidance would be that if you want tickets please wait until nearer the event. Sometimes additional tickets may become available when production, viewing and safety issues are completed. If this happens we will also advertise the fact. We DO NOT recommend any purchases other than from an official outlet.

Who are the Official Box Offices?

Direct from Metro Radio Arena's Box Office, On-line, or by phone via Eventim (0844 493 6666*).

There are also other official agents such as Ticketmaster, Ticketline, See Tickets, Ents24, Aloud, Songkick, Amazon, AXS and Ticket Factory. (please note some of these sites will have auction sections)

Please contact the Arena if you are unsure if any site to check if it is legitimate on: 0844 493 4567*


Accessibility Email

For those with difficulty operating a telephone a dedicated email has been set up to make the process of booking tickets much easier. Please email accessibility@smgnewcastle.co.uk.

Please note this email address is strictly only for patrons who cannot operate a telephone, all other enquiries should be made via the booking hotline, no correspondence will be entered into for general enquiries.


Accessible Parking Facilities

We have many designated accessible parking bays available on site at no charge for badge holders (the badge holder must be present in the vehicle).


Forthcoming Show Times

All forthcoming events at the Metro Radio Arena have specific door times which can be found via the ‘Event Timing’ These are listed as soon as running time confirmation has been received. Please note timings may be subject to change by either artist or management.


Show Production & Staging

On occasions the Promoter of the event may need to make changes to the position of the staging within the auditorium. Any such changes made will be reflected by the venue via an updated layout plan that can be viewed by clicking the event and scrolling down to ‘Seating Plan’. Such changes can generate additional tickets for sale, often just prior to the event when production and layout are finalised.


Ticket Allocations

When a show / event is contracted with a Promoter who hires the Arena to stage an event the Arena retains a minimum of 50% of the tickets across all price ranges and areas of the Arena to sell through our ticketing services provider Eventim and our venue Box Office. In many cases we retain up to 70% of tickets. The Promoter then allocates his tickets to various ticket agencies who are normally national bona fide agencies.

Some of these Promoter / Management / Agents allocation may also be earmarked by the Artist to be sold to their Official Fan Clubs or in V.I.P packages involving meet and greets etc or to Auction Sites.

Additionally the Promoter will have to keep tickets for:

1. Press

2. Record Company

3. Various Sponsors

4. Artists Guest List

5. Promoter Guests


Ticket Prices

These are set by the Promoter and are determined by many factors. Some include:

1. Maximising income for Artist

2. Comparison with other like Artists

3. Different Regions (London prices can be higher)

4. Cost of Production

5. Tickets are subject to booking and processing fees. Payments made in person at the Box Office by cash, do not incur these fees.

6. VAT Currently 20% needs to be included.

7. P.R.S. This is a charge made of 3% of ticket price that goes to the originator of the songs and musicians. Therefore on a £40 ticket, over £9.20 (23%) does not go to the Promoter or towards costs.

On some occasions we are consulted for our views and recommendations however final decision is that of the Promoter.


On Sales

There are an increasing number of pre / priority on sales prior to a General Public on Sale. Some examples of these are:

1. Tour Sponsor

2. Artist Fan Club

3. Promoters V.I.P Club

4. Previous Bookers of Artist

5. Venue Priority Club

Depending on the rate of sales and allocations of these sales will dictate the numbers of tickets for Public on Sale.

We always insist on a good selection still being available for Public on Sale.


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 Eventim 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 the Metro Radio Arena and these will be passed on to the relevant persons in good faith, however we have no influence in any decision.


Children Under 14 Policy

As a responsible entertainment venue, the safety and comfort of our patrons is paramount. This Duty of Care is particularly relevant when protecting minors under 14 years old; as such our policy is that all children under *14 years old must be accompanied by an adult.

For certain shows where the audience is both seated and standing, no one under 14 years old will be permitted AT ALL to stand on the auditorium floor.

Parents should always be aware of their general responsibilities regarding their children’s safety in situations where they are outside their direct control, and indeed legislation detailing these responsibilities.

* Unless photographic proof of age is supplied, Arena staff will make a judgement based on visual appearance prior to entry.


Age Groups

All persons require a ticket for admission into the Arena.

1) Ages 0 – 18months

a) We do not recommend this age group to be brought to the Arena for any Concerts or event Children / Family shows where the music or special effects may have a detrimental effect on the childrens hearing.

b) Very few, if any of our shows have this age group as a target and therefore there is no real need to attend.

c) We would strongly recommend that alternative childcare arrangements are put in place to avoid attendance.

d) Any attendance would be on a paid basis (even if sharing a seat with a parent) unless the Promoter of the show applies a concession.

2) Age 18months – 3years

a) We strongly recommend that this age group do not attend Concerts.

b) It is a parental decision if they do.

c) With regard to childrens shows, in general they do set the sound level appropriate to the age group however if in doubt please consult event details on our website or contact the Arena.

d) Any attendance would be on a paid basis (even if sharing a seat with a parent) unless the Promoter of the show applies a concession.

3) Ages 3 and over

a) Parents / Guardians should think hard about bringing young children to certain Concerts and Comedy Events not specifically targeted at children:

i) Live content is very different from sanitized television shows.

ii) Noise levels at live events can be disconcerting to your children.

iii) If it is a busy event young children can get frightened at lots of adults who may be in a party mood and enjoying themselves.


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 iPads and Tablets 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.

Cameras:

For the most part, and unless the promoter says otherwise, we do allow 'small digital' cameras into the shows. THIS INCLUDES bridge cameras.
Large SLR ( i.e. cameras where the lens comes off and can be changed for another one) are never permitted (unless expressly allowed by the promoter), nor are video cameras (even Flips) or audio recorders.


Speaking to a Human

We understand many of you feel frustrated with automated phone systems however these are in place to ensure your enquiry is dealt with in the most effective method. General Enquiries: Please telephone 0844 493 4567*. This telephone is staffed during normal office hours and event evenings. Please note outside these hours help will be given as much as possible from our security team.


Smoking Policy and Electronic Cigarettes

The Metro Radio Arena 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.


Complaints Policy

Metro Radio Arena is committed to providing a high quality service and experience to all our customers. We recognise that we may not always provide the high level of service that we would like and welcome the opportunity to consider and respond to any concerns that our customers may have.

You can notify us of any concerns you may have in relation to the Metro Radio Arena in a number of ways:

By post to:

Customer Services Department

Metro Radio Arena

Arena Way

Newcastle upon Tyne

NE4 7NA

Or by email to: mracustomerservices@smgnewcastle.co.uk

We aim to respond to your concern within 21 working days. In the event that our investigations are still ongoing and it appears unlikely we will be able to respond within our target times, we will inform you of the reason for the delay and provide an estimate of our anticipated response time. We shall keep you informed of progress and respond as soon as possible following conclusion of our investigation. 


Charity Donations

The Metro Radio Arena prides itself on supporting the North East and its local charities giving back to our community. Please send all formal requests in writing on letter headed paper with where appropriate a registered charity number and we endeavour where possible to be of assistance. This will usually be in the form of complimentary tickets for use during auctions / raffles when available.


Student Packs

We aim to assist students as much as possible with their studies and research into the entertainment industry. Student packs are available on request to the Marketing Department, Metro Radio Arena, Arena Way, Newcastle upon Tyne, NE4 7NA.


Advertising Opportunities

During selected events at the Metro Radio Arena advertising opportunities are available at a cost. To take advantage of this incredible platform for your business please contact: The Marketing Department, Metro Radio Arena, Arena Way, Newcastle upon Tyne, NE4 7NA.


Job Vacancies

All job vacancies at our venues are advertised via our website, however part time casual positions are looked at on a regular basis for work within our food and beverage department and casual event evening staff. Please send your CV with covering letter to Personnel Department, Metro Radio Arena, Arena Way, Newcastle upon Tyne, NE4 7NA.


Venue Hire

Required Capacities

Auditorium:

Anything from 500 - 10,000 maximum seating capacity – theatre style. We have also catered for gala dinners (800 seated, round tables) and religious ceremonies (9,000 seated conventions) and a 10,000 patron Holy communion.

Foyer:

Maximum 2,500 standing capacity without furniture/equipment.

Maximum 1,200 seated capacity including furniture/equipment.

(Please Note: All room capacities are approximate & subject to event type & requirements) Additional Facilities: Limited breakout rooms available. However, auditorium can be partitioned off (shell scheme/dividers required) to create separate areas.

To make a venue booking enquiry and for further information please visit our hiring the Metro Radio Arena section.