Here at the Arena, we are fully committed to disability awareness and takes an inclusive approach at each stage of the customer journey. Through our dedicated accessibility support service we aim to provide a fair and equal service throughout your experience. We have received recognition of this commitment from leading charity Attitude is Everything, by being awarded the Gold level of their Charter of Best Practice.
We offer a warm welcome to everyone and aim to offer an excellent level of service to all of our customers. All front-line staff have undertaken accessibility training and will do their best to ensure your visit is both enjoyable and safe. We really want you to enjoy your time with us so if anything happens whilst you are at Manchester Arena, please speak to one of our staff who will help as best as they can.
All of our access information can be found in this section of our website, viewed in the word documents below and in the downloadable guide in the link below.
Easy read venue information document
Visual guide venue information document
Following the Government's advice regarding COVID19, we are currently not able to provide our normal customer service telephone service.
Customers are advised to email us, but please be aware that we are 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.
Accessible tickets can be purchased from the Accessibility Team at AO Arena and a number of wheelchair and mobility accessible seating is now available to buy on the Ticketmaster platform via our website or theirs (for events which went on sale after 1 February 2020). This will be expanded in due course to include seating suitable for visual and hearing impaired customers.
We advise customers to share their access requirements and any other information that may help the team to book suitable seats within the arena at the time of booking.
For accessible seating requirements please contact our accessibility team so we can ensure that you receive guidance on our venue facilities and are able to book the best seats for your requirements. You may be asked to discuss your requirements with our staff directly when calling, but all information is treated with care, consideration and confidentiality.
A complimentary Personal Assistant ticket is available at AO Arena’s discretion to those who need assistance from another person in order to move around safely within the venue. This is an evidence based system. The Access Scheme form is available to download from our website. You can also request details and the form via email or post.
Please note that personal assistant tickets are only available via the venue and not other ticket agents. We may not be able to refund the cost of your personal assistant tickets if you do not make the request at the time of booking or if you have not booked via the official channels.
Personal Assistants are expected to help with way-finding, assisting the customer in and out of the venue and auditorium, buying and carrying food and drink, and undertaking all access requirements of the person they are attending with. They must be able to assist the person they are attending with to leave the building in an emergency. They are not expected to leave the customer alone for long periods of times, be unable to meet the customer’s access requirements, or be intoxicated at the event.
AO Arena is working to ensure that the allocation of personal assistant tickets is a fair process and that all tickets are only available for those individuals who would be unable to attend an event without the support of another person. In order to do this we are implementing a new policy whereby individuals booking tickets through our accessible ticket line will now be required to submit a completed access form and supporting evidence before any ticket can be processed, this will be strictly enforced for new bookings.
To register for your personal assistant ticket for an event please fill out and return our Access Scheme Form with your supporting evidence by post to AO Arena, Victoria Station, Hunts Bank, Manchester, M3 1AR or via email to.
For more information please visit the Access Scheme Information page
If you would like to contact us about booking accessible tickets, getting to the venue, our access facilities, or if you require any further information, please contact our Accessibility Team. We will do our best to respond to enquiries however please note that we have a significantly reduced capacity whilst our staff are in lockdown.
All customer facing staff have undertaken Deaf and disability awareness training. If you require any information in an alternative format please contact us via the following channels:
Complete our short form to send us an email.
You can call the Accessibility Team on 0161 950 5229, we welcome calls from customers using Next Generation Text Service.
You can also stop by our box office and speak to us in person. The box office is only open on an event day from 4pm until approximately 7:30pm and is located off Trinity Way next to the car park.
Write to us
Our postal address is AO Arena, Victoria Station, Hunts Bank, Manchester, M3 1AR.
Office hours are 9.00am – 5.00pm Mon - Fri, 10.00am - 4.00pm on Saturdays (excluding Bank Holidays). Please note that we can only take bookings for on sales at the specific time the event goes on sale.
Your feedback is welcomed so please get in touch via email.