FAQs

Question 1

How do I get to The SSE Arena?

Accepted Answer

Please click here to visit the Getting Here section of the website.

Question 2

Who do I contact for lost property?

Accepted Answer

If you have lost an item at an event, please contact us here.Items will be kept in lost property for one month. If after this time the property is not collected, it should be recycled, sent to a charity shop or destroyed if it contains sensitive data. Any unclaimed monies are to be given to The Odyssey Trust Company’s chosen charity partner.

Question 3

Can someone please phone me about an enquiry?

Accepted Answer

Our customer services team monitor enquiries during Arena office hours - Monday to Friday, 9AM-5PM. The quickest way to get through and have your enquiry answered is to reach out via the Contact form here. Please note that we no longer operate a Box Office on site for physical ticket purchases and do not have a landline number for this purpose.

Question 4

Can I bring food and drink into the Arena?

Accepted Answer

Food and drink cannot be brought into the arena. There are various bars and concession units selling drinks, confectionery, and snacks, in addition to our hot food units, where we sell pizza by the slice and a range of loaded fries.

Question 5

Can I bring cameras into the Arena?

Accepted Answer

The SSE Arena is unable to permit the following electronic devices or accessories and may be required to extend this on an event-by-event basis:• Professional-type cameras (defined as a bridge camera, DSLR or any camera fitted with a detachable zoom lens and/or tripod). N.B., except for officially accredited photographers covering the event.• Devices which permit streaming, video or audio recording• iPads and Tablet devices of any size• GoPro! or similar devices• Any other electronic device with a camera and/or filming capability• Selfie Sticks – due to safety considerations, and so as not to impact the view of other customers.Mobile phones are permitted into the venue, but customers may be requested to turn these off or refrain from capturing images by the promoter. Disruption to other customers through the continued use of electronic devices or mobile phones may result in the ticketholder being removed from the venue.We strongly recommend that you simply enjoy the concert without bringing a camera to avoid any issues.During Ice Hockey games, cameras are permitted; however, the use of flash photography is prohibited during play.Flash photography is prohibited at various events and shows.

Question 6

Can I bring a bag into the Arena?

Accepted Answer

Backpacks/large bags (over A4 size) will not be permitted. Small bags will be subject to a search on entry to the venue.

Question 7

My ticket is for the floor area. How do I enter to this area?

Accepted Answer

For ease of entry, please note which door is easiest to enter from, depending on your ticket type:If you have a floor ticket (Door 1-2), we advise entering via the Odyssey Place entrance. Doors to The SSE Arena are located opposite Hollywood Bowl on the ground floor of the Odyssey Place.Please note that floor ticket (standing) customers automatically enter into a one-way area when inside the Arena. Restroom and Bar facilities are located within this designated area. Customers can leave this area by collecting a wristband opposite Door 1.The yellow edges of the floor will be kept clear by staff during the event for emergency purposes.

Question 8

What are the age restrictions for events?

Accepted Answer

Standard house policy: children under 14 should be accompanied by an adult. At standing concerts, the standing area is restricted to customers over the age of 14.Age restrictions may vary per event.

Question 9

What items are not permitted into the building?

Accepted Answer

Prohibited items include, but are not limited to: bottles, cans, sticks, air horns, weapons or offensive items, lasers, pyrotechnic articles, alcohol or other beverages and food not sold at The SSE Arena, illegal drugs or noxious substances, professional cameras, sound and/or video recording devices, selfie sticks, helium balloons and umbrellas.

Question 10

Is there an ATM machine in the Arena?

Accepted Answer

No. We are a fully contactless venue.

Question 11

What car parking facilities are available if I was going to an event at the Arena?

Accepted Answer

Please click here to enter the Car Park section of the website.

Question 12

What is The SSE Arena's smoking policy?

Accepted Answer

The SSE Arena is a non-smoking building.Smoking within the Arena, including E-Cigarettes, is prohibited. The SSE Arena may offer a pass-out system to permit customers to exit and re-enter the Arena for smoking, however, this will be decided on an event-by-event basis.On occasions where a pass-out system is in operation, please retain your ticket at all times, as this will be used for exit and re-entry.

Question 13

Is there a cloakroom available?

Accepted Answer

Cloakroom facilities are available during events at the Arena for a £2 charge. Please speak to a member of staff on arrival, who will direct you to the location.

Question 14

Do you offer Child Safe Wristbands?

Accepted Answer

Yes, The SSE Arena is now offering an option for parents to obtain a wristband for their children when entering the venue.If you lose your child while in the venue, this wristband will provide staff with your contact details. We hope that this will help to reunite parents and children quickly and effectively.These wristbands will be available from customer services at the Concierge desk on an event night.Please speak to any member of staff for more information.

Question 15

I bought merchandise at an event but its too small/large can I get it exchanged?

Accepted Answer

Concert merchandise sold in The SSE Arena is done so on behalf of the merchandise licensee's and no stock is retained on-site after the event (unless it's part of a run of shows). We will be happy to put you in touch with the relevant licensee for your event; however, the Sale of Goods Act 1979 does not require them to exchange incorrect sizes, and this will be at their discretion. Please complete the Contact Us Form here, and we will provide merchandise contact details for you.

Question 16

Can you visit the Arena for public ice skating?

Accepted Answer

From time to time, on certain holidays, the ice will be opened to the public. Please visit our event listing page for more information.

Question 17

Can a charity organise a collection at an event?

Accepted Answer

Permission for collecting contributions inside the Arena must be obtained through the promoter who is staging the event. Please complete the Contact Us Form here for further details.

Question 18

Can you offer charitable support or donate a prize to my raffle?

Accepted Answer

To request charitable support, please download, complete and return this form: https://theodyssey.s3-assets.com/support-request-updated-2024.pdf to support@theodyssey.co.uk

Question 19

Is camping permitted?

Accepted Answer

Camping outside the venue is not permitted.

Question 20

Can I bring a flag to a Belfast Giants game?

Accepted Answer

The SSE Arena upholds the highest standards of Health and Safety. The following guidance is in line with the Arena’s rules & regulations.We are aware that visitors to the Arena like to display flags and banners during Belfast Giants games, and the Arena will always be as accommodating as possible. Flags and banners will not be generally confiscated; however, the obstruction of gangways, access routes, exits and entrances, health and safety signage and stairways is strictly forbidden at all times. In the event of an emergency, all access and exit points must remain clear. The Arena reserves the right to confiscate flags if they are very large or may compromise public safety, obscure someone’s view, a camera position or if a flag carries offensive, discriminatory or inflammatory messaging.The Arena is a neutral venue; national/country flags are not permitted, e.g. Union Jack or Irish Tricolour, nor are flags which show any type of political affiliation or slogan.Any flag over 1m x 1.5m in size at its widest or longest section must be either:-Manufactured with an inherently flame-retardant fabric or-Treated with an appropriate fire retardancy treatment in accordance with the relevant British Standard. All flags of this nature must be accompanied by the appropriate fire-retardantcy certificate. Flags will not be permitted unless this certificate is available at the time of use.NB: Flags/banners which have been treated (rather than inherently retardant) must have a certificate dated within the previous 12 months.Flags more than 2m x 1.5m in size at their widest or longest section are not permitted Flagpoles (plastic only) are permitted up to 1m in length x 1cm in diameter.Due to Health & Safety reasons, very large supporter flags that are designed to be passed over people’s heads are not permitted.Any articles that could potentially be used as a weapon and/or compromise public safety are strictly prohibited.Visits to the Arena shall constitute acceptance of the Conditions of Entry.

Question 21

Can I get a shout-out on the big screen at a Giants' game?

Accepted Answer

Please fill in the details of your shout-out into the form here: Giant Shout-out Request. Please note that due to the volume of requests we receive, while we try to accommodate as many as possible, we unfortunately cannot facilitate them all. Shout-out requests must be submitted at least 72 hours before the chosen game. Rude messages, including inappropriate language or slurs, will be disregarded.

Question 22

Are there opportunities for a meet & greet with players at Giant's games?

Accepted Answer

There are several opportunities throughout the season to meet your favourite players. More information on these events will be shared on our social channels when applicable.

Question 23

I'm looking for details about the Odyssey Place.

Accepted Answer

Please click here for further information about Odyssey Place.

Question 24

Do you provide a private area for breastfeeding?

Accepted Answer

We are a breastfeeding-friendly venue, and customers are welcome to breastfeed at any time. If you require a private area to breastfeed, please speak with our customer services team and we will endeavour to make a private area available for you.

Question 25

Do you offer the lend of wheelchairs for getting around the arena, during events?

Accepted Answer

We have a limited number of wheelchairs at the arena that customers are welcome to borrow for accessibility support to and from their ticketed location.  Unfortunately, wheelchairs can’t be kept throughout the show as other customers may need to avail of them.  Please speak to staff at the accessible entrance or at the concierge desk when you arrive if you require this service.

Question 26

How do I upgrade to the SSE Reward Lounge?

Accepted Answer

Reward Lounge upgrades will no longer be available to apply for in advance through the SSE Reward site. Instead, upgrades will now operate on a first-come, first-served basis at the door on the night of the event.SSE Reward members can also get access to presale tickets, discounted W5 tickets and more! Find out more here SSE Reward.

Question 27

How do I upgrade to the Sky VIP Lounge?

Accepted Answer

If you are a Sky VIP customer, you can apply for a lounge pass on the Sky VIP section in the My Sky app. Please find out more here.Subject to availability.

Question 28

Do I have to download my tickets from Ticketmaster?

Accepted Answer

Your Ticketmaster mobile tickets have a unique barcode that automatically refreshes every few seconds, keeping your tickets safe and secure. Tickets must be downloaded using the Ticketmaster App. Screenshots will not work. You must open the barcode in your account. Find out more here.Please ensure you have downloaded the most recent version of Ticketmaster’s app. Find out more here.

Question 29

Where can I purchase tickets?

Accepted Answer

Tickets for The SSE Arena are only available from www.ticketmaster.ie and www.ssearenabelfast.com

Question 30

What is the service charge when booking tickets?

Accepted Answer

Service charge is a fee for booking tickets online.

Question 31

What is the facility fee?

Accepted Answer

The Facility Fee per ticket enables The SSE Arena to continue to invest in the maintenance and upgrade of facilities in order to safeguard the future development of the venue.

Question 32

What are the ticketing terms and conditions?

Accepted Answer

The management reserves the right to refuse admission or to eject a ticket holder without refund for behaviour likely to cause damage, injury and nuisance.The promoter reserves the right to alter the programme as necessary.The ticket holder consents to participate in the audio or video recording of the show and grants all necessary consents for the Performers' Protection Acts.Tickets should be purchased from authorised outlets only. The SSE Arena does not guarantee the authenticity of tickets purchased from any reseller. Any person who cannot identify themselves as linked to the purchaser of the ticket may be refused admission.Admission by full ticket only.Once purchased, tickets cannot be exchanged or refunded unless there is a cancellation or postponement of the event.Events can be cancelled or postponed for many reasons. If you are unsure if your event has been cancelled, postponed, or rescheduled, search Ticketmaster for your event and review the "Please Note" or "More Info" section for the latest status. If you ordered your tickets online or over the phone, Ticketmaster has you covered. No additional action is needed, and you won't need to reach out to us.1. You will be notified that the event has been cancelled2. Your refund will be automatically delivered (except UPS fees) to the method of payment used to complete your purchase3. Refunds should be received within 7-10 business days after we learn the event is cancelled.Management does not accept the responsibility for any loss, injury or damage to persons/property on or around the premises.All audience members, including children, must be in possession of a ticket.The SSE Arena is acting as a retailer for tickets at the request of the promoter and accepts no liability for any unforeseen or indirect loss incurred by the purchaser of this ticket if the event does not take place in whole or in part.For safety reasons, before entering, all patrons may be subject to a search in a manner permissible under law. Anyone refusing to consent to a personal search will be denied entry.Food and drink cannot be brought into the venue.Smoking within the Arena, including E-Cigarettes, is prohibited. The SSE Arena may offer a pass-out system to permit customers to exit and re-enter the Arena for smoking, however, this will be decided on an event-by-event basis.Audio and visual recording of a performance is not permitted.Mobile phones are permitted into the venue, but customers may be requested to turn these off or refrain from capturing images by the promoter, and signage will be displayed to advise. Disruption to other customers through the continued use of electronic devices or mobile phones may result in the ticket holder being removed from the venue.Sporting colours or tops are not permitted, except for Ice Hockey jerseys.We have a no flags, banners or sports team colours policy.Prohibited items include, but are not limited to: bottles, cans, sticks, air horns, weapons or offensive items, lasers, pyrotechnic articles, alcohol or other beverages and food not sold at The SSE Arena, illegal drugs or noxious substances, professional cameras, sound and/or video recording devices, selfie sticks, helium balloons and umbrellas.Latecomers may be refused admission until a suitable break in the performance.Children under 14 should be accompanied by an adult.At standing concerts, the standing area is restricted to over 14's.Please note that age restrictions may vary per event; please check before purchasing.From time to time, The SSE Arena, or other authorised parties, may carry out photography and/or video recording in the building, which may feature visitors.OML reserves the right to deny entry to the venue or to remove any person from the venue who refuses to comply with any such condition or requirement.

Question 33

The event I want to book for is expected to sell out quickly, what do I do?

Accepted Answer

The SSE Arena uses Ticketmaster's booking system. When a popular event goes on sale, hundreds, even thousands of customers simultaneously attempt to purchase tickets across all distribution channels on the Ticketmaster network. With so many people buying tickets online at the same time, popular events can sell out quickly.

Question 34

What methods of delivery are there for tickets?

Accepted Answer

When buying tickets, you can select a mobile ticket or print at home.

Question 35

Should I purchase from third party sites?

Accepted Answer

Ticketmaster are the ticketing partner of The SSE Arena. We do not encourage customers to buy from any other ticketing agent or re-seller. We cannot guarantee the validity of tickets that may be resold.

Question 36

What do I do if the event I have tickets for is cancelled or rescheduled?

Accepted Answer

Please click here for detailed information from Ticketmaster in relation to cancelled or rescheduled events.

Question 37

Can I swap my tickets from one performance to another or obtain a refund?

Accepted Answer

No, tickets cannot be exchanged from one performance to another. Once purchased, tickets cannot be exchanged or refunded unless there is a cancellation or postponement of the event.

Question 38

I have lost my ticket for a forthcoming event what should I do?

Accepted Answer

Please visit www.ticketmaster.ie/help or log a request for support here.

Question 39

What is The SSE Arena's admission & re-admission policy?

Accepted Answer

No person shall be admitted into any event in the Arena without holding a valid ticket to the event.The SSE Arena reserves the right to refuse admission to intoxicated patrons. Persons denied entry into the facility will not be offered a refund. Once inside the Arena, patrons who become intoxicated are subject to ejection from the event.Persons who fail to abide by Arena policies are subject to ejection from the facility. Any person who is violating Arena policy will be asked to correct their behaviour. If they fail to do so in a timely fashion, ejection will occur. Individuals who have been ejected must vacate the Arena property.Any person seen using a laser pointer will be escorted out of an event.Please click here to view The SSE Arena's House Rules

Question 40

Where are my tickets?

Accepted Answer

Please check your confirmation email or order details in your Ticketmaster MyAccount to review the delivery option you have chosen.If your tickets are e-tickets, you can review your options in your account.From a mobile device, you can go mobile. Log in to the Ticketmaster App, click My Tickets and view tickets. There, you will see a barcode that you will need to show at the venue.

Question 41

What if I don't receive my tickets?

Accepted Answer

If you selected standard mail and do not receive your tickets within two business days of the event, please contact Ticketmaster.

Question 42

How do I avail of accessible seating?

Accepted Answer

For all accessible seating requests, please click here.Visit our Accessibility section here for more information.

Question 43

What are the terms for Belfast Giants tickets?

Accepted Answer

An adult is over 16.Proof of eligibility is required for children, students, and persons over the age of 65.Children are classified as 16 years of age and under.A family ticket consists of two adults and two children.PLEASE NOTE: Children under the age of three are permitted entry for free, without requiring a ticket, but are not allocated a designated seat.

Question 44

Do you offer a discount for groups (Giants)?

Accepted Answer

For Giants’ games, we can offer group bookings for 20+ at a slightly discounted rate; however, this may not apply to all games. Please fill in details in the form on this page: Group Tickets (ssearenabelfast.com). Our Ticketing team will then be in touch with more info on availability and pricing for your chosen game.

Question 45

I am an SSE Reward customer, who can I contact in regards to SSE Rewards presales?

Accepted Answer

For queries regarding SSE Reward presales, please contact Ireland.SSE.Reward.Support@sse.com

Question 46

I am an SSE Airtricity customer, how do I register for SSE Reward?

Accepted Answer

Please click here to register and for more information.

Question 47

Is there a vegetarian option available in the Heineken Green Room?

Accepted Answer

We always offer a vegetarian option as standard. The menu will be published on the website, and guests can contact us directly with any dietary requirements by clicking here.

Question 48

I'm interested in booking a corporate suite for an event what do I do?

Accepted Answer

Please click here to be directed to the Corporate Hospitality section of the website.

Question 49

What entrance do I use to get to my suite?

Accepted Answer

Your entrance will be noted on your ticket, North or South VIP entrance. Please refer to the map below to see the location of these entrances.  Suites Entrance

Question 50

How do I book tickets for Suites & Premium Hospitality?

Accepted Answer

All suite and premium hospitality enquiries can be made using the link below:  Suites Suite For A Night | VIP Box | SSE Arena Belfast Heineken Green Room  Heineken Green Room | VIP Experience | SSE Arena Belfast

Question 51

How many guests can a suite accommodate?

Accepted Answer

We have a selection of 12, 16 and 28 Seater Suites. A minimum of 12 tickets must be purchased for all suite bookings.

Question 52

What is included in the suite price?

Accepted Answer

The cost of a suite includes: event ticket, exclusive hire of a VIP suite with private balcony seating, exclusive VIP entrance to the venue, dedicated waiter service, cloakroom, bathroom facilities and rooftop smoking deck.

Question 53

Can I purchase Food & Beverage for my suite?

Accepted Answer

Yes, our hospitality team will be in touch before the show with menus, should you wish to preorder any food and beverage. Alternatively, a snack menu will also be available to order on the night. A full bar service will run throughout the event, too.

Question 54

Can I Purchase Merchandise if I am a suite guest?

Accepted Answer

Yes, merchandise will be available on the concourse, and you can access this area using your ticket.

Question 55

Are there bathroom facilities at Suite Level?

Accepted Answer

Yes, both South Suites, North Suites and Heineken Green Room have their own private bathroom facilities.

Question 56

Is there a smoking area for the Premium Hospitality areas?

Accepted Answer

Yes, each Premium Area has a private outdoor smoking deck.

Question 57

Are the Premium Hospitality Areas at The SSE Arena suitable for guests with accessibility needs?

Accepted Answer

The SSE Arena is an inclusive venue and is committed to ensuring services are accessible to all visitors. The Premium Hospitality areas have a range of accessible provisions available. To ensure individual needs are met, please speak to a member of our booking team, and they will be able to provide you with the relevant information. For more information on accessibility across the venue, please visit here.

Question 58

Are children allowed in suites and is there an age restriction?

Accepted Answer

Yes, children are allowed in suites however some shows may have age restrictions, and these will be noted on the main event page. All children under the age of 18 must be accompanied by an adult.

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