Planning a Visit - Frequently Asked Questions

Frequently Asked Questions

What is your policy regarding minors attending concerts?

Our recommendations are that children aged 14 and under MUST be accompanied by an adult aged 18 or above when attending any show at the venue. Children under the age of 14 should not purchase tickets for the standing area of the venue for events, and those young people aged 15 and 16 should only enter the standing floor when accompanied by an adult over the age of 18.

What times is the box office open?

Please note that the LG Arena Box Office is only open for booking in person on show days (unless under special circumstances such as a special ticket release). The hours of operation for personal callers at the LG Arena Box Office are limited and subject to change at short notice. To confirm our opening times before travelling to purchase tickets please call 0870 909 4133 for up to date information.

Where is the box office?

The NIA box office is located on the first floor of The NIA. Take the steps up from pavement level and follow the directional signage.

What times is the box office open?

Please note that The NIA Box Office is only open for booking in person on show days (unless under special circumstances such as a special ticket release). The hours of operation for personal callers at The NIA Box Office are limited and subject to change at short notice. To confirm our opening times before travelling to purchase tickets please call 0870 909 4133 for up to date information.

Why do you charge booking fees?

Booking Fees are charged by The NEC Group Box Office for accepting credit and debit card payments. These charges help offset operational costs such as postage, credit card commission, labour, telephony and IT maintenance charges. The NEC Group regularly reviews the level of booking fees in order to remain as competitive as possible with other comparable venues across the UK.

PLEASE NOTE : For concerts and events staged at the venues of The NEC Group, the Group does not charge a booking fee if tickets are purchased at a Group Venue Box Office using cash.

How are the ticket prices set?

Ticket prices are set by the (independent) Promoters and Organisers of the concerts and events which are staged at the venues of The NEC Group. The Promoters and Organisers distribute tickets for sale through various Ticket Agents and in effect The NEC Group Box Office simply acts as another one of these Agents.

Where can I collect my tickets?

Unless advised, tickets should be collected from the relevant venue Box Office on the day of the concert/event. Please present your card at the Box Office window marked "Prepaid Collections".

PLEASE NOTE : Tickets for evening concerts and events will be available for collection from 1 hour 30 minutes prior to the show start time.

If you are unable to bring the card (with which the booking was made) to the Box Office, we can accept a signed letter from the Card Holder authorising you to collect the tickets on their behalf. The letter will need to quote the Card Holder's full name, address and card number and should be presented at the Box Office window marked "Prepaid Collections" together with a recent Utility bill (Gas, Electric, Water or Telephone) confirming the Card Holder's details.

PLEASE NOTE : Photocopies will NOT be accepted.

When purchasing tickets over the telephone, please inform our sales advisor before booking if you wish to collect your tickets. Usually for bookings made 3 or less days in advance of a concert/event, tickets will automatically be held for collection at the venue box office.

If tickets are being held for collection the only delivery method available at the time of booking will be 'To Collect from Venue Box Office'.

If you wish to collect your tickets before the day of the concert/event please contact Customer Services.

If you have already booked and now want to collect your tickets instead of having them posted, please contact Customer Services.

PLEASE NOTE: Customer Services usually require 48 hours notice to arrange collection of tickets and that Standing Tickets can ONLY be collected from the show Venue Box Office, after 4pm on the day of the show.

Can minors attend a concert?

What should I do in a medical emergency?

In the event of a medical emergency please notify a member of Security or any member of staff who will be pleased to help you. Alternatively, call the Medical Centre on 2222 using the internal telephones located inside the main venues.

Can I bring my camera?

PLEASE NOTE : The promoters of the concert or event will inform the Arena of their policy regarding the admission of cameras to their shows.

It should not be assumed that any camera will be admitted, as their policy may change at short notice, and without prior notification, at the artists request.

In these cases customers will be required to leave their cameras at the confiscation area, for collection after the show.

Usually, professional type cameras (with interchangeable lenses) are not allowed in, with the exception of officially accredited photographers covering the event. Video cameras and audio recording equipment are very rarely let in, but often the Promoter will allow in small instamatic cameras. It has been known however, for all cameras to be banned at the request of the artiste.

If you are planning to attend a concert in the future and would like to bring a camera with you, we would advise you contact us first, to ascertain what the camera policy will be for that show, to avoid disappointment on the night.

Will my tickets be posted to me?

Although tickets are usually posted out within 7-14 days of purchase, there are occasionally delays due to exceptional circumstances such as special "souvenir" ticket stock or show-specific ticket wallets.

If there is a delay the only delivery method available at the time of booking will be 'Mail - Delayed Delivery'.

If you have any queries please contact Customer Services.

Tickets booked using a Credit or Debit card must be posted to the Card Holder's registered address. We are obliged to implement this rule under the terms of our contract with the Card Issuers (VISA, MasterCard, American Express etc.) and are unable to make any exceptions.

Tickets booked using cards that are registered to addresses outside the UK, cannot be posted abroad and instead will automatically be held for collection at the venue Box Office regardless of the delivery method chosen at the time of booking.

Can I bring an Assistance Dog?

Assistance Dogs are welcome at our venues; however we do recommend that they are not brought to concerts or other loud events.

Will I be able to get autographs at the show?

Unfortunately, as a venue, we have no real interaction with the artistes that perform here. We instead liaise with Production Managers and Concert Promoters. When we receive fan mail and requests, we will pass these on to Tour Management on the day. As you can imagine, we do receive many requests of this nature and more popular artistes can be inundated. Sadly we cannot guarantee any acknowledgement from the artistes themselves as the decision rests with their management. You may have more success writing to record companies and fan clubs; however we do not have any contact details we can give you.

How can I get a backstage pass?

Unfortunately, as a venue, The NIA is not responsible for the distribution of backstage passes, which are for working personnel only. Occasionally, meet and greet passes are won as competition prizes run by radio stations or in magazines, but these are not issued by the venue or concert promoter. Please do not contact us to request backstage passes as we will be unable to help you.

Can I bring a banner?

Generally, we discourage people from bringing large posters and banners to concerts as they can restrict the view of people sitting behind you. At the risk of getting your posters confiscated and upsetting other audience members, we would suggest that you didn't bring them with you. Flags and banners with large poles will be confiscated for health and safety reasons.

Can I bring a camera?

PLEASE NOTE: The promoters of the concert or event will inform The NIA of their policy regarding the admission of cameras to their shows. It should not be assumed that any camera will be admitted, as their policy may change at short notice, and without prior notification, at the artists request. In these cases customers will be required to leave their cameras at the confiscation area, for collection after the show. Usually, professional type cameras (with interchangeable lenses) are not allowed in, with the exception of officially accredited photographers covering the event. Video cameras and audio recording equipment are very rarely let in, but often the Promoter will allow in small instamatic cameras. It has been known however, for all cameras to be banned at the request of the artiste. If you are planning to attend a concert in the future and would like to bring a camera with you, we would advise you contact us first, to ascertain what the camera policy will be for that show, to avoid disappointment on the night.

Can I pre-book a car park ticket?

Pre-booked tickets are only available for groups of 10 or more. Pay and Display (see Public Parking) should be used for smaller parties.

Charges:

Full Day £8.00
Evening £5.00

For more information please contact the Business Centre on 0121 644 7178
or e-mail mike.ternent@necgroup.co.uk.

How do I arrange a charity collection at The NIA?

Please note that any charity collections must be agreed in writing by the Concert Promoter in advance of the Concert date. For further information, please contact Brenda Sismey at: brenda.sismey@necgroup.co.uk

Does the NEC Group have accept charity requests?

Due to the profile of our organisation, numerous individuals and charitable bodies approach us each year, seeking assistance with worthwhile causes.

Funding arrangements for The NEC Group prohibit direct charitable contributions; however we have been able to work with a number of groups providing time, materials or encouraging our staff to make donations or participate in events.

In order to maximise the impact of ongoing work with selected charities, reduce the pressure placed on our employees and ensure that all charitable projects are considered equally and fairly, support is given to a different charity each year, which is selected via a ballot within our employee magazine.

How do I make a complaint?

The NIA strives to make your visit as enjoyable as possible, however if you do encounter a problem please return to Customer Services at the Box Office immediately and they will offer every assistance possible. There is also a Manager on duty at each event. Please note that it is easier to resolve a complaint at the time as there is often little we can do after the event.

Are there any items I cannot bring to a concert?

It is a condition of our venue licence that certain items are not allowed into the venue in the interests of health and safety. These items include but are not limited to:

Glass Bottles
Cans
Flasks
Cool Boxes
Large Flags / Banners
Helium Balloons
Studded belts
Dog collars
Trouser chains
Sharp/large rings

All such items will be confiscated on arrival and will be returned to you at the end of the show. This may delay your access into and exit from the venue.

Prohibited items vary on a show-to-show basis; please refer to your ticket terms and conditions for any items that are not allowed into the venue.

Do you offer concert packages?

amplify is the official hospitality provider at The NIA providing personal and corporate hospitality at some of the best-loved gigs, shows and exhibitions in the Midlands!

Call the amplify team for information on Membership and Hospitality Packages on 0844 338 0333 or email amplify.enquiries@necgroup.co.uk

www.amplify.co.uk

Do you permit crowd surfing?

Crowd Surfing is prohibited at The NIA and may result in ejection from the venue without a refund.

What can I do if my seats aren’t satisfactory?

If you require alternative seating please return to Customer Services at the Box Office. If you see empty seats in the arena, please do not assume that you can move into them without first asking a member of staff.

Can I send the artistes fan mail?

If you would like to write to an artiste performing at one of our venues, you can do so care of the venue and we will pass it to the Tour Manager on the day of the show. We do receive a lot of fan mail and cannot guarantee that it will be acknowledged, nor can we guarantee return of any items sent in.

How do I return faulty merchandise?

The merchandise sales are operated by venue merchandisers, CMI. Please return your items to them at the following address to arrange a refund:

CMI
Unit 105
The Custard Factory
Gibb Street
Birmingham
B9 4AA

Tel: 0121 683 0901

How can I leave feedback?

If you have any suggestions or comments you wish to make, please advise a member of staff. Alternatively, write to:

Visitor Experience Manager
The NEC
Birmingham
B40 1NT

Or e-mail them at: feedback@necgroup.co.uk

Will I be filmed at an event?

At certain times The NIA may be used to film promotional material and by attending an event at the venue you consent to the possibility of being filmed.

Can I film an event?

Please note that unauthorised filming of an event by audience members will not be tolerated. Anyone found to be filming illegitimately will have their equipment confiscated or risk ejection from the venue.

Can I bring gifts for the performers at a concert or event?

Please do not bring gifts for the artistes to the concert with you as we are unable to accept responsibility for them.

Can I distribute leaflets at an event?

Please note that we do not allow leafleting outside of The NIA. Any leafleting inside must be done so with prior agreement from both the Concert Promoter and the venue. Where permitted a charge may be made for this activity. The venue reserve the right to evict those conducting unauthorised leafleting from the premises.

Where should I go if I get lost?

The NIA does not have a specific meeting point. When arriving at the venue it is recommended that you pre-arrange a location to meet just in case you misplace anyone.

What do I do in the case of a medical emergency?

In the event of a medical emergency please notify a member of Security or any member of staff, who will be pleased to help you. Alternatively, call the Medical Centre on 2222 using the internal telephones located inside the main venues.

For the majority of shows you do not need to buy tickets for babies under the age of 1 in advance of the show (please check exact policy at time of booking). Due to our venue licence you will be issued with a ‘Babes in Arms’ ticket by the stewarding staff at the entry doors. However, we would discourage you from bringing very young children to concerts due to the noise levels.

Will I be able to mosh at a concert?

Moshing can lead to the injury of others and is therefore prohibited at The NIA.

What are the opening times for the venue?

Door opening times vary from show-to-show, please refer to your ticket for door opening times or visit the box office website for show information.

What is the Venue’s policy regarding photography?

PLEASE NOTE: The promoters of the concert or event will inform the Arena of their policy regarding the admission of cameras to their shows. It should not be assumed that any camera will be admitted, as their policy may change at short notice, and without prior notification, at the artists’ request.

In these cases customers will be required to leave their cameras at the confiscation area, for collection after the show.

Can I bring a push chair to an event?

Please note that whilst you may bring your children to the venue in a push chair, car seat or carry cot, we do not allow these items into the seating areas as a condition of our venue licence. Please leave these with Security at the Confiscation Kiosk on entry. They will give you a ticket and you can collect your items after the show.

Will there be big screens at the concert?

Please note that where screens are used on a concert, this will be as part of the touring stage set, decided upon by the artiste and their Production. The venue does not provide screens for any concert and as such this facility is never guaranteed.

Where will I be able to smoke?

Following legislation introduced in July 2007 The NIA is a totally non-smoking venue.

A pass out procedure should be in operation on most concerts/events, to allow smokers outside to smoke (in designated areas) and then to re-enter the building. However, there will be some events where this will not be possible for logistical reasons; so it is worth checking what the policy will be. If pass outs are not permitted on an event, this information should be made available in advance on tickets and on the event information available on our website. If for any reason the pass out policy for an event changes, the venue will make every effort to communicate this change to ticket holders.

Will people be allowed to stand at the concert?

It is accepted that at most concerts the audience will stand throughout the main artiste’s performance. If this is likely to cause you difficultly, you should request seats at the front of any section when booking seats for shows, even if this means sitting further away from the stage. This will ensure you can make your own choice in remaining seated. Seats in the tiered area, would also offer a better view in this situation. Please note that standing on seats is strictly prohibited on health and safety grounds.

Will there be strobe lighting?

Strobe lighting may be used during some performances. Patrons will be notified in advance (most commonly via signage on doors) if a performance includes the use of strobe lighting.

What is the Under 16’s policy?

It is recommended, for their own safety that visitors under the age of 16 purchase tickets for tiered seating and not the standing area.