What is the First Access Scheme?

The First Access Scheme provides early access to the venue and its services for disabled people, along with their PA/companions, before general admission. This allows eligible customers to enter 15 minutes before the public, offering a more comfortable experience.

The First Access Scheme allows early access to the foyer, where you’ll find a bar, merchandise stand, seating, and accessible toilet facilities. This helps you avoid queues and the busy environment by passing through security, grabbing a drink, and visiting the cloakroom before general admission.

Disabled people can enter can enter the venue 15 minutes before general doors via the Box Office. Early access allows entry to the foyer, which is level with the auditorium. However, early entry to the auditorium is not possible as the band may still be preparing for the show.

How does it work?

Customers registered for the First Access Scheme can report to the Box Office from 15-minutes before general doors. Here, tickets will be scanned, and customers will be escorted to the foyer via a lift or steps, depending on their preference.

PA/Companions can join the First Access Scheme if they arrive with the customer at the Box Office. All floors are flat with a hard surface, and the walking distance from the Box Office to the foyer is 20m (with a journey in a lift).

How to register for the First Access Scheme?

To use the First Access Scheme, customers must complete the Accessibility Application Form for each show they attend. Availability is limited and allocated on a first-come, first-served basis. Please see more information here.

What are PA/Companion tickets?

Cardiff Box Office offers complimentary tickets for PA/companions assisting disabled people attending an event. These tickets allow PA/companions to accompany customers throughout all venue services. Availability is limited and allocated on a first come, first-served basis.

To apply for a PA/Companion ticket you must first purchase your ticket and then apply for the PA/Companion ticket. You do not need to purchase a ticket for the PA/Companion.

If there are no remaining PA/Companion tickets available after completing the accessibility application form, we will be able to offer a refund on the ticket for the disabled person.

If a separate ticket is purchased for the PA/Companion, we are unable to refund this. Cardiff Box Office acts as an agent on behalf of promoters in the sale of tickets for events.

PA/Companions can assist with wayfinding, help the customer enter and exit the venue and auditorium if needed, and fulfil all access requirements. They should not leave the customer alone for long periods, be unable to meet the customer’s access requirements, or be inebriated at the event.

How to register for PA/Companion Tickets

PA/Companion tickets can be applied for using the Accessibility Application Form after purchasing a ticket from our website. This is an evidence-based system, and PA/companion tickets are only available through this form, not through any ticket agent including Ticketmaster Universe.

What is the Accessible Viewing Balcony?

Cardiff Box Office offers two large seated accessible viewing balconies with an unrestricted view of the stage and crowd, available only to disabled people and their PA/Companion.

There is dedicated space for wheelchair users.

A steward is present at each viewing balcony for the entire event to assist customers with inquiries.

Getting to the Accessible Viewing Balcony

Customers should arrive at the Box Office 15 minutes before General Admission doors to use the First Access Scheme. From the foyer, customers using the accessible viewing balcony will be escorted to the balcony just before the general admission doors open. Movement is via a lift and hard flat floors, with steps and handrails available if preferred.

Registering for the Accessible Viewing Balcony

To use the accessible viewing balcony is a part of the First Access Scheme, customers must complete the Accessibility Application Form for each show they attend after purchasing a ticket from our website. Availability is limited and allocated on a first-come, first-served basis.

If there are no remaining spaces available after completing the accessibility application form, we will be able to offer a refund on the ticket for the disabled person.

If a separate ticket is purchased for the PA/Companion, we are unable to refund this. Cardiff Box Office acts as an agent on behalf of promoters in the sale of tickets for events

Tickets must be purchased from the Cardiff Box Office website. The website works with standard screen readers.

If the customer wishes to utilise the accessible viewing balcony, first access scheme, or a complementary PA/companion ticket they should complete the application form found at the top of this webpage. PA/Companion tickets can also be arranged using this form.

IMPORTANT: Disabled people should purchase a standard ticket for the show they wish to attend from the Cardiff Box Office website before completing an accessibility access form.

If there are no spaces available for our accessibility services after completing the accessibility application form, we will be able to offer a refund on the ticket for the disabled person.

If a separate ticket is purchased for the PA/Companion, we are unable to refund this. Cardiff Box Office acts as an agent on behalf of promoters in the sale of tickets for events.

All tickets are digital and will be sent to the registered email address.

As part of our ongoing efforts to improve venue accessibility, we have introduced an 'Accessibility Application Form.' This online form is exclusively used by our Box Office team to accommodate the specific access needs and requests of our disabled people.

All customers wishing to use the First Access Scheme, Accessible Viewing Balcony or PA/Companion ticket services must complete the Accessibility Application Form.

The Accessibility Application Form can be accessed online here. Disabled people who wish to use the First Access scheme, accessible viewing balcony, or request complimentary PA/Companion tickets must complete this form.

To prevent misuse and ensure these tickets are available only to those with a legitimate need, the form requires proof of eligibility. Accepted forms of evidence include:

• Front page of DLA/PIP (no specific rate required)
• Front page of Attendance Allowance letter (no specific rate required)
• Evidence that registered severely sight impaired (blind)
• Recognised Assistance Dog ID Card
• Access Card or equivalent with a +1 symbol
• Blue Badge
• War Pensioner’s Mobility Supplement (WPMS) Letter

You are welcome to redact any information related to the amount of benefit paid or specific health conditions when submitting documents. Additionally, the form can be started and finished at a later stage.

If you do not have any of the above evidence, the form provides opportunity to submit a statement or other evidence that will be reviewed on a case-by-case basis.

The implementation of this system allows us to offer a greater number of tickets to our customers and helps us identify both our strengths and areas for improvement. For those requiring a PA/companion, this system ensures greater ticket availability, and for those attending independently, it helps us find the best possible seating to enhance your experience.

Customers who have booked third party tickets via another ticket selling platform such as SeeTickets are still able to apply to accessibility services however this process may take slightly longer.

We advise all customers to purchase tickets directly through our website for the fastest service.

If you have purchased a third-party ticket and need to contact the seller, please use the contact information provided to you on their website or email confirmation.

When purchasing third-party tickets, we are unable to offer refunds to disabled customers when availability of our services has run out.

Customers can contact our customer services for Deaf & Disabled facilities enquiries via email: SUEvents@cardiff.ac.uk or phone 029 2078 1400.

Event Day Enquiries

On event day the Box Office Inbox will be busy and there is no guarantee that all emails receive a response.

Customers can enquire to the Box Office staff at the venue before doors. Arrival instructions for the Box Office can be found on this website. The Box Office opens at 18:45.

The Box Office has a lowered counter, hearing loop and trained staff. Access is from a flat hard surface on the ground floor.

Cardiff Box Office welcome attendees who need to bring medicines, food or drink to manage a medical condition.

Customers are welcome to contact us in advance of visiting for advice should they wish.

Our door staff are trained in our venue policy regarding understanding our policy for customers with medical requirements and understand that people may need to supply their own provisions to self-manage their condition. If a member of door staff has any questions, they will call a Duty Manager to discuss the matter in private.

Medical Emergency

All events are supported by a private professional medical team on site, located on Level 2, just outside Reception.

Customers who require medical attention should speak to any member of staff, who can be found throughout the venue.

If you would like to inform us of any medical conditions before your visit so we can pass these on to the medical team, please contact us using the details on this page.

Please also be aware that most shows will contain strobe lighting or smoke effects. Signage will be available in the venue to advise customers of this.

The Headliner Lounge is part of our premium upgrades for the ultimate experience at The Great Hall. Please find more information here, including how to purchase tickets.

All of our accessibility provisions, including PA/Companion tickets, the First Access Scheme, and the Accessible Viewing Balcony, are fully available to anyone who purchases the Headliner Lounge Upgrade.

Entry and admission to the Headliner Lounge is via the same route as General Admission, so please see the “Getting Here” section. The route is step free.

There are accessible toilets within the Headliner Lounge.

Accessible Viewing Balcony & The Headliner Lounge

If you are booked onto the Accessible Viewing Balcony, the same process will be followed as described in the “Using our Accessible Viewing Balcony” section.

The viewing balcony will open 15 minutes before General Admission is permitted entry. Before this, please feel free to enjoy the Headliner Lounge benefits.

The Headliner Lounge is approximately 10 metres away (step free, flat surface) from both viewing balconies.

PA/Companion & The Headliner Lounge

If you have booked a PA/Companion ticket, this will also apply to the Headliner Lounge. Your PA/Companion will be able to access the same benefits as you. Please see the PA/Companion ticket section for more information.

First Access Scheme & The Headliner Lounge

The Headliner Lounge opens one hour before General Admission.

Step Free Access - Entering the Venue

For access to The Great Hall customers should enter via Senghennydd Road CF24 4AY, using the push-pad door to the left of The CO-OP, this is a step-free direct entrance to the Box Office avoiding the general admission queue. This door will be marked with a BLUE feather flag.

All customers can enter via the Box Office upon arrival to enter the Accessible Viewing Balcony or use the First Access Scheme as well as registering PA/companion tickets.

There are chairs available at the Box Office to use while waiting for the venue to open or to use if there is a small wait while we serve other customers.

This door is motorised and has flat access with a hard surface all the way to the Box Office and venue.

Google Maps Link to Door: https://maps.app.goo.gl/MHB7sLBif3kUoERi6

What Three Words: ///clever.goes.chip

The Box Office

After arriving at the venue, the box office is 50m from the entrance along a flat and lit hall.

Chairs will be available at the Box Office while waiting for the venue to open, these can be used by customers who are registered on the First Access Scheme or Accessible Viewing Platform.

A lowered counter and hearing loop is available at the Box Office.

The floor surface is hard and level.

See our visual guide for more in-depth images.

There is no private parking at The Great Hall. However, an accessible drop-off zone is available outside The Sherman Theatre, with flat, hard ground leading to the Box Office.

There is limited street parking available on Senghennydd Road within 20-400m on hard flat path.

This parking is currently free after 18:00 or about £2.50 per hour before.

Drop Off

There is an accessible drop-off zone outside The Sherman Theatre, this is 20m distance to the Box Office via flat hard ground. This is a public space and is used by other venues so it may be busy upon arrival. Vehicles are not able to park here, it can only be used for drop-off and pick-up.

Arrival by Taxi

Taxis and cars can drop customers at Cardiff Students’ Union outside the main door to the box office within 20m of the door to box office.

Cathays Train Station

Cathays train station is located less than 200m from the Box Office.

Step Free Access: Category B3

While both platforms at Cathays are step-free, there is no facility for wheelchair users, mobility scooter users or persons with reduced mobility to cross between Platform 1 and 2 due to a steep footbridge. Customers who have travelled from the Valleys and wish to access the University or the Civic Centre are advised to travel to Queen Street station, change onto a North-bound service and alight at Cathays on the return service.

Cardiff Central Train Station

Cardiff Central Train Station is just shy of 2km (1.2 miles) walk from the Box Office.

Step Free Access: Category A

Step free access is available to Platforms 0 to 8.

Taxis are available from this station.

Upon arrival at the venue, you will be greeted by our security team who will point you in the right direction to the box office. See the Step Free Access Routes tab for more information.

You will be greeted by our box office staff, if they are helping other customers there is seating available if you need to wait.

If you are booked onto the accessible balcony, first access scheme or have a PA/Companion the staff will check you in and give you a wristband. This gives you access to any services such as the balcony or early entry.

The security team will search your bags, coats and anything else that could conceal an object. They may use a torch. See the medical requirements section if you have concerns about bringing medicines, food or drink into the venue.

If you require the lift to the venue upstairs the team will escort you, if you are able to walk up the 22 stairs then the team will point you in the right direction.

If you have arrived before the doors open or before the first-access scheme starts you are welcome to wait on chairs outside the box office.

The auditorium is one level up from the Box Office, two lifts are in place with flat access from the Box Office.

For those who require a lift, a steward will be available from the Box Office to escort customers to the auditorium. Additional stewards are dotted around the venue at the various lift locations to provide direction when required.

For customers using the accessible viewing balcony or First Access Scheme a steward will escort them and their PA/companion from the Box Office to the Balcony.

Building Levels

Ground Floor: Box Office and Entrance

Level 1: Main Auditorium, Foyer, Bars and Merchandise

Level 2: Accessible Viewing Platform and Bars.

Lifts in the venue

There is currently one passenger lift in the venue that has access to all floors, and we are currently building a second lift. The lift has internal dimensions of:

• Door Width: 0.686m
• Height: 2.0m
• Width: 1.676m
• Depth: 1.18m

Stairs

All stairs within the venue have handrails on both sides.

There are 22 steps from Box Office to The Great Hall.

Toilets

There are accessible toilets on each level within the venue with step-free flat access from the auditorium or Accessible Viewing Balcony.

All locks use a radar key which can be collected from any bar within the venue or the box office. Customers must bring the key back to the area they got it from.

• The door clear opening width to all the toilets is 0.92m
• There is clear floor space in all the toilets up to 2.6m x 2.3m
• The space beside the WC is 800mm
• There is right- and left-hand transfer to the WC
• Vertical rails are fitted beside the WC
• There is a strobe light linked to the fire alarm in all accessible toilets
• There is an emergency cord in all accessible toilets that triggers an alarm to security in the event of an emergency. The locks can be opened from outside in an emergency by a trained professional.
• There are colour contrasts between surfaces
• There is clear signage to all toilets
• There are baby changing facilities available at the Box Office Toilets and Accessible Viewing Balcony Toilets

Distances to toilets

All accessible toilets have step free access from any location within the venue.

• The distance from the Left Accessible Viewing Platform is 5m
• The distance from the Right Accessible Viewing Platform is 45m
• The distance from the main auditorium is 30m
• The distance from the Box Office is 30m

Radar Key

A radar key can be collected from any bar within the venue or the box office. Customers must bring the key back to the area they got it from.

See our visual guide for more in-depth images.

Emergency Evacuation

We would like to reassure all customers that our evacuation procedures are in place to ensure your safety and take your individual access requirements into account. Evacuation routes and processes will vary depending on your location within the venue.

The Great Hall has audio and visual alarms throughout, including in all accessible toilets. Within the accessible viewing balcony, our stewards are trained to calmly direct and assist you when leaving the venue.

During an evacuation, lifts in the venue will not be operational, and the venue does not operate evacuation chairs. For disabled people who are unable to use the stairs, stewards will escort you to a refuge zone or level access routes, depending on your location.

If you require a Personal Emergency Evacuation Plan (PEEP), please contact us and we will happily work with you to develop one for your visit.

If you would like more information, please contact us using the details on this page.

Medical Emergency

All events are supported by a private professional medical team on site, located on Level 2, just outside Reception.

Customers who require medical attention should speak to any member of staff, who can be found throughout the venue.

If you would like to inform us of any medical conditions before your visit so we can pass these on to the medical team, please contact us using the details on this page.

The Great Hall has 4 bars serving a range of drink options including draught beer and non or low alcohol. Lowered counters are available at 3 bars.

The bar on the Balcony usually has the shortest queue and there is no pre-ordering app system

Hot Food can be purchased from the balcony bar (next to the accessible viewing areas) until 21:30 this includes burgers and wraps.

Customers can return to viewing balcony while waiting for their food which will take about 15-minutes.

The balcony bar is 10m from the accessible viewing balcony along a hard-flat surface.

A large font physical menu is available.

Foam earplugs are avaliable from the bars upon request to staff

You can find our gig food menu here. Please note that costs and products may vary on the night.

The Great Hall has 1 cloakroom in the foyer for storing personal belongings including wheelchairs.

First Access Scheme: Customers will be able to visit the cloakroom early in the foyer before general admission and heading into the auditorium or accessible viewing balcony.

The cloakroom has a lowered counter.

There is a merchandise stand located on Level 1, this is the same level as the main auditorium.

First Access Scheme and Accessible Viewing Balcony customers during their early entry will be offered the option to visit the merchandise stand on the way to the balcony.

Additionally, customers can ask the stewards to escort them to the merchandise stand during the event.

There is a lowered counter table at the merchandise stand and staff are on hand to assist.

There are toilets on each level within the venue with step-free flat access from the auditorium or Accessible Viewing Balcony. All our toilets have been designed to the Approved Document M within the limitations of our building. Please see a photo of the toilets below. 

All locks use a radar key which can be collected from any bar within the venue or the box office. Customers must bring the key back to the area they got it from.

• The door clear opening width to all the toilets is 0.92m
• There is clear floor space in all the toilets up to 2.6m x 2.3m
• The space beside the WC is 800mm
• There is right- and left-hand transfer to the WC
• Vertical rails are fitted beside the WC
• There is a strobe light linked to the fire alarm in all accessible toilets
• There is an emergency cord in all accessible toilets that triggers an alarm to security in the event of an emergency. The locks can be opened from outside in an emergency by a trained professional.
• There are colour contrasts between surfaces
• There is clear signage to all toilets
• There are baby changing facilities available at the Box Office Toilets and Accessible Viewing Balcony Toilets

Distances to toilets

All accessible toilets have step free access from any location within the venue.

• The distance from the Left Accessible Viewing Platform is 5m
• The distance from the Right Accessible Viewing Platform is 45m
• The distance from the main auditorium is 30m
• The distance from the Box Office is 30m

Radar Key

A radar key can be collected from any bar within the venue or the box office. Customers must bring the key back to the area they got it from.

The Great Hall is a 1500 capacity standing general admission venue, however there are two seated areas open to the public without any accessibility application.

There are tables and chairs at the building’s reception on Level 2 outside of the noisy music venue, customers can access this area by speaking to a member of staff. This is the quietest part of the venue and is next to the medical facilities. This is outside of the main auditorium but makes for a good spot if you need a short break from the action!

Another option is the balcony which is open to general admission and is often less busy but still noisy. There is a quiet bar, tables and chairs, the space is flat and accessible. Customers should ask staff for directions or follow signs to the “Balcony”. Should a customer require a lift to access the Balcony they can speak to any steward who will direct them. The Balcony has limited viewing opportunities of the stage as most of this space is reserved for the accessible viewing platform.

Additionally, foam earplugs can be requested from the bars.

Trained Assistant animals are welcome within the venue and can enter via the normal entry route. Customers should apply for a space on accessible viewing balcony, we do not recommend taking assistance dogs into the standing venue.

Water bowls can be provided at reception on Level 2.

Unfortunately, our staff our unable to look after assistant animals during your time in the venue.

There is some grass opposite the main entrance on Senghennydd Road available for the dogs to use if needed.

Customers with assistant dogs can either enter the venue with general admission or via the access entrance.

Noise Levels

We have little influence in the running of live music events when it comes to sound levels. Artists generally travel with their own sound and lighting systems and their engineers control them throughout the event. We do monitor both sound quality and decibel output and we will advise production crews, when necessary, although we will not be able to turn the volume down unless it is breaching legal limits. Ear plugs are available on request from the bars.

Foam earplugs are avaliable from the bars upon request to staff

Strobe Lighting

Shows will bring their own lighting operator and, in some cases, their own lighting fixtures. This means Cardiff Box Office has little control over what lighting is used during the show.

Please also be aware that most shows will contain strobe lighting or smoke effects.

Signage will be available in the venue to advise customers of this.

Currently The Great Hall is unable to provide BSL interpretation, captions or audio descriptions for live music events. However, this is something that is ongoing.

Customers who require these services should get in contact with us by completing the accessibly application form and our team will be able to best advise you.

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