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 at 18:45 via the Box Office before general admission at 19:00 (unless otherwise stated on the ticket). 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 18:45 (unless stated otherwise on the ticket). 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). At 19:00, the doors to the auditorium will open, allowing customers early access before the general admission.

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.

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. 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?

offers two large seated accessible viewing balconies with an unrestricted view of the stage and crowd, available only to disabled people. Those who have applied successfully will follow the First Access Scheme and be escorted to the Accessible Viewing Balcony just before general admission doors open.

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. Availability is limited and allocated on a first-come, first-served basis.

Tickets can 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.

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 disabled people visiting .

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 customers 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.

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.

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

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 webpage. 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.

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.

Step Free Access - Entering the Venue

For access to customers should enter via via Park Place Road, CF10 3QN. Entry to the venue is next to the Centre For Student Life.

Customers can enter via lift or up a large flight of stairs (35 steps). The lift can be found to the right of the Cardiff Students’ Union Logo; customers should go to level 2.

Upon walking up the steps or using the lift, customers will come out on the Terrace, this is a hard flat surface.

Customers booked on to our accessibility services can pass the queue and head into our reception area (Welcome Centre). This door is motorised and has flat access with a hard surface all the way to the Box Office and venue.

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.

Google Maps Link to Park Place: https://maps.app.goo.gl/o4aBE3sf3ybQaQwQ8

What Three Words of step-free entrance: ///rushed.pans.poppy

There is no private parking at Y Plas on Park Place.

There is limited street parking available on Park Place Road around 400m from the venue via a hard flat pathway.

While there is no dedicated drop off area outside of Y PLAS on Park Place many customers choose to pull into the university entrance to unload. This is about 30m from the venue via a hard flat surface with a traffic light road crossing.

Commonly Taxi drivers will use this area to drop customers off.

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.

After arriving at the venue, the Box Office is up a set of steps outside the Students’ Union. There is also a lift available.

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.

The floor surface is hard and level.

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 steps 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 the same level as the box office with the accessible viewing balcony one level up.

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.

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 between Box Office and the viewing platform, lifts are available.

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.

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.

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.

has 2 bars serving a range of drink options including draught beer and non or low alcohol. A lowered counter is available at the main bar but unfortunately not at the viewing platform bar.

The bar on the Balcony usually has the shortest queue.

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.

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 just after box office, 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 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.

is a 1000 capacity standing general admission venue, however there is a quiet seated area available for use.

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!

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 Sennhennydd 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.

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.