FAQ

How Do I Book Tickets?

Online: www.bonusarenahull.com/whatson

Venue facility and booking fees apply.

Box Office Opening Hours

The box office is open 1 hour before show time, at the arena performance is taking place.

Ticketmaster Ticket Enquiries

If you have made a booking via Ticketmaster Website / Booking Hotline Number please contact their customer services department for any further assistance.

Conditions of Sale / Terms of Entry

For our full terms and conditions please visit - https://www.bonusarenahull.com/terms-and-conditions/

For our latest terms of entry please visit - https://www.bonusarenahull.com/your-visit/venue-shield/?

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 their 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 the 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.

What is the Venue Facility Fee of £1.95 per ticket?

The venue facility fee covers the increased property rates introduced by central government in 2017 and the extensive security measures added for public safety.

Third Party Ticket Re-sale Sites

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 re-sale sites, and has the power to void any tickets found to be selling at a profit. Arena management together with their ticketing services provider Ticketmaster, have identified an individual site 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 arena box offices or ticketing services providers such as Ticketmaster for full protection and satisfaction.

I have bought tickets on a third party site, what could happen?

If we have spotted them selling at more than face value they could be voided and admission at the event refused.
Your tickets may not be despatched from the seller and you are left out of pocket
Your tickets may have been re-sold more than once with the seller requesting duplicate tickets, making yours immediately invalid.
If you receive your tickets, and they are lost/stolen, you are not covered for duplicate tickets
You may not gain entry if it is an event where photo ID must match the customer name printed on the ticket.

How will I know if they are voided? - 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 a third party site, 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.

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 [email protected]

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.

On Sales

There is 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. Arena Mailing List.

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 Ticketmaster which can include exclusive meet and greet 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 Bonus Arena and these will be passed on to the relevant persons in good faith, however, we have no influence in any decision.
It is always better to contact the artist directly in this case.

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.

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.

Smoking Policy and Electronic Cigarettes

Bonus 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 and vaping 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.

Prohibited Items

What can I bring to the Bonus Arena?

We have a strict bag policy. We encourage you to only bring essential items and stress no large bags or backpacks at all will be permitted into venue.

We will not allow any large bags, backpacks, holdalls, luggage or computer bags into the arena, ( Bags larger than 35cm x 40cm x 19cm will not be permitted). There is no storage or cloak room facility available so please make alternative arrangements before arriving to the venue.

Exceptions will only 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. Please contact us on [email protected]

All entry constitutes consent to search.

PROHIBITED ITEMS INCLUDE:

Backpacks, 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 and professional cameras
Laptop computers, Ipads and Go Pro’s
Large/golf umbrellas
Knives 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
Masks and helmets
Large studs and chains
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**

*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.

**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.

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.

Complaints Policy

Bonus 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 Bonus Arena in a number of ways:

By post to:
Customer Services Department, Bonus Arena
Myton Street
Hull
HU1 2AG

or by email to: [email protected]

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.