SECC

Attend

FAQs

If you have any other questions or queries that are not answered below please call the Box Office on 0844 395 4000 or email feedback@ticketSOUP.com

Ticket despatch/collection
Postage to an alternative address
Tickets have not arrived
Where to collect tickets
Someone other than the purchaser collecting tickets
Tickets purchased by overseas visitors

Venue/Event Information
Event timings/support acts
Medical assistance
Getting lost
Cameras/video cameras
Crowd surfing/moshing
Video screens
Special effects
Standing at seated events
Smoking
Assistance dogs
Faulty merchandise
ATM/Cash machine
Complaints/comments

Performers
Artiste requests/fanmail
Meeting artistes & 'backstage passes'

Any other questions

Ticket Purchases

• What are the opening times of the Box Office at the SECC?
Our on-site Box Office (Standard Opening times are):
Monday - Friday : 10.00am - 6.00pm
Saturday : 10.00am - 5.00pm
Sunday : Closed

These opening times may vary depending on events taking place in the venue and when new events go on sale.

Telephone booking lines are open 9.00am - 9.00pm, 7 days, on 0844 395 4000. Alternatively you can book online at any time at www.ticketSOUP.com

• If I purchase tickets, then cannot attend the event, can I have a refund?
Tickets are sold as non-refundable and non-transferable. Refunds cannot be issued unless the event is cancelled or re-scheduled.

• I have purchased tickets elsewhere, but I'm unsure if they're valid; can you confirm ticket validity?
SECC Box Office only hold details of patrons who have purchased with SECC and can only discuss bookings with the purchaser. We cannot help with any issues related to tickets purchased from elsewhere.

• I have lost/mislaid/destroyed my tickets by accident; can you replace them?
For details of procedures for lost or stolen tickets, please call the Box Office on 0844 395 4000 or email feedback@ticketSOUP.com

• Do age restrictions apply at events?
Unless otherwise stated by the event organiser, our standard venue age advisory will apply.
It is the recommendation of the venue that children under 14 should not attend in the standing area at any event.
In addition, children aged 14 and 15 should be accompanied by an adult if attending in this area.
All patrons over 5 years old are welcome to attend in the seated section, unless otherwise stated by the event organiser.
It is also the recommendation of the venue that children under 5 should not attend concerts or events other than those specifically aimed at younger visitors, i.e. children's shows.

• Where can I view a seating plan?
Standard seating plans for Hall 4 and the Clyde Auditorium are available here. These may be subject to change at any time by the event promoter, but do give an indication of general seating locations.
For all other areas at the SECC please call the Box Office on 0844 395 4000 or email your specific enquiry to feedback@ticketSOUP.com

• Who determines ticket prices?
Ticket prices are set by the external concert promoter or event organiser responsible for the specific event. SECC Box Office sells tickets on behalf of these parties and has no control over ticket prices, booking restrictions, or any concession rates available.

• How much do you charge in booking fees?
Generally, booking fees are around 12% of the ticket price, per ticket. For full details of specific fees call the Box Office on 0844 395 4000 or email feedback@ticketSOUP.com

• Do you sell gift vouchers?
Yes. Gift vouchers can be purchased from our box office in person or on 0844 395 4000. Gift vouchers cannot be purchased online. Vouchers can then be used to purchase tickets for any event on sale from the SECC Box Office.

Ticket Despatch / Collection:

• Can I purchase tickets as a gift and have them sent to an alternative address?
To prevent credit/debit card fraud, tickets can only be posted to the registered address of the card-holder.

• I purchased tickets some time ago and expected them to be posted to me, but they have not arrived; how can I check if they have been sent?
To check on any aspect of your booking, please call the Box Office on 0844 395 4000 or email feedback@ticketSOUP.com

• Where do I collect tickets?
Tickets can be collected at the Box Office on the main SECC concourse. Some tickets may only be available for collection on the day of the event. To confirm your pickup date, please call our Box Office on 0844 395 4000.

• I wish to purchase tickets and leave them at the Box Office for collection, but will not be attending myself; can someone else pick up the tickets?
To prevent credit/debit card fraud, tickets should be collected in person by the card-holder.

• I live abroad; can I have tickets posted to me?
Due to the increased risk of tickets being lost in transit, we only post tickets to addresses within the UK and Northern Ireland. Instead tickets will be held for collection at the venue Box Office at the time of the event.

Event/Venue Information:

• Where can I get more accurate timings for the event I plan to attend, or details of support acts?
Confirmed event timings and details of supports acts are only given to us by the event organiser approximately 2-3 days before the event and can be subject to change. For up-to-date information please call the Box Office on 0844 395 4000 or email feedback@ticketSOUP.com

• What should I do if I require medical assistance while at the SECC?
If you require medical assistance, please inform a member of our stewarding team or any member of venue staff. First-aid and medical staff are available at all events and will be called to assist.

• What should I do if I get lost at an event?
The SECC does not have a designated meeting point. We would advise all visitors to arrange a meeting point with other members of their party before the event and go there if separated. If you require further assistance, please speak to member of SECC staff or our stewarding team.

• Can I bring a camera/video camera to the event?
It is general venue policy that cameras and audio/visual recording equipment will not be permitted into any event at the SECC. However, depending on the wishes of individual event organisers, this policy may or may not be strictly enforced at each event. For further clarification of this policy for a specific event, please contact us at info@secc.co.uk

Professional photographers should contact the individual event organiser directly for express permission to photograph their event.

• What is the venue policy on crowd surfing or moshing?
Crowd surfing and moshing are dangerous and may cause injury to you or those around you. These practices will not be tolerated at the SECC and patrons found participating may be ejected from the event, without refund.

• Will there be large video screens showing the performer(s) on stage?
Events at the SECC are brought to the venue by external event organisers and concert promoters. The provision and function of all stage equipment is under the control of the concert organiser; as such the provision of screens is not guaranteed.

• Will smoke effects, strobe lighting, pyrotechnics or other effects be used at the event?
Special effects are used at many events and are controlled by the touring production team. If the use of certain effects concern you, or you would like further information on effects that may be used at a specific show, please contact us at info@secc.co.uk

• Will other people stand in the seated part of the arena/auditorium?
It is possible that patrons will stand during the performance, even though situated in a seated area of the venue. If only a few people stand stewards may ask them to sit down. However, if a large proportion of the audience stands they will be permitted to do this. If this would cause an issue for you we suggest purchasing tickets in the tiered seated section of the hall, or in any area of the Clyde Auditorium other than the stalls. Patrons are less likely to stand in these areas. If you have specific issues with other visitors standing while attending the event, please speak to a member of our stewarding team.

• Can I smoke in the SECC?
In accordance with legislation in Scotland, smoking is prohibited in all internal areas of the venue. Designated smoking areas are provided outside the building at all events.

• Can I bring an assistance dog to the venue?
Assistance dogs are welcome at the SECC. However, we would ask owners to consider the event carefully, taking into account the expected noise level at the event, before bringing their assistance dog to the venue.

• I am unhappy with merchandise purchased at an event, what should I do?
Initially please contact our Customer Care team at info@secc.co.uk They will then determine the merchandise supplier and advise how best to progress your complaint.

• Is there an ATM/Cash Machine at the venue?
There is an HBOS cash machine adjacent to the Box Office on the main SECC concourse.
Additional cash machines are available in various parts of the venue, but these levy an additional charge for withdrawals.

• I would like to make a complaint. How should I do this?
Please pass all comments and complaints by email to info@secc.co.uk Our Customer Care team will deal with each complaint/comment appropriately.

Artist Requests:

• How can I pass on a request to the artist(s) performing?
SECC do not organise events at the venue. Events are arranged by an external event organiser; for this reason SECC do not have direct contact with artists. However, if you would like to put your request in writing, we will pass this to the event organiser on your behalf. Please send requests by email to info@secc.co.uk or by post to: The Box Office, SECC, Glasgow, G3 8YW.(We cannot monitor or guarantee the outcome of requests)

• How can I meet the artist(s) performing?
SECC do not organise events at the venue. Events are arranged by an external event organiser; for this reason SECC do not have direct contact with artists, or organise any 'Meet and Greet' opportunities. However, if you would like to put your request in writing, we will pass this to the event organiser on your behalf. Please send requests by email to info@secc.co.uk or by post to: The Box Office, SECC, Glasgow, G3 8YW. (We cannot monitor or guarantee the outcome of requests)

If you have any other questions or queries please email info@secc.co.uk