Frequently Asked Questions

Visiting Alexandra Palace

As a responsible venue operator we will be operating in-line with government guidance for the live music/performing arts sector.

You’ll continue to see measures, such as hand sanitiser stations, and as well as less visible processes that allow the long-awaited return of live events to take place in a safe and responsible manner.

We are continuing to frequently clean and sanitise touch points across the venue, both front of house and backstage areas.

In order to gain entry to the event spaces at Alexandra Palace all visitors must be able to demonstrate their COVID-19 status by showing one of the following:

  • A valid NHS COVID Pass demonstrating you are fully vaccinated (double vaccination with the second jab at least 14 days prior to the event), or have recorded a negative NHS lateral flow test in the previous 48 hours or are considered to have natural immunity after a positive PCR test within 180 days of the event (including 10 days self-isolation following the result)
  • An NHS text or email confirming a negative NHS Lateral Flow Test taken within 48 hours of the event

Checks will be taking place and anyone who is not able to demonstrate their COVID-19 status may be denied entry.

If you are aged between 11 and 18 years old, you will need to evidence a negative Lateral Flow Test result with an NHS email or text message taken within 48 hours of the event.

For visitors from overseas we will accept the NHS Covid Pass equivalent from your country of origin.

We recommend that you download your COVID Pass to your phone prior to your visit, to avoid any issues with accessing the internet/venue wi-fi once on site.

If any promoters/event organisers have any specific entry requirements for their events here at the Palace, ticket holders will be alerted in advance via email.

If you have any queries, please contact visitor.services@alexandrapalace.com ahead of the event to ensure your smooth entry into the venue.

In order to gain entry to the event spaces at Alexandra Palace all visitors must be able to demonstrate their COVID-19 status by showing one of the following:

  • A valid NHS COVID Pass demonstrating you are fully vaccinated (double vaccination with the second jab at least 14 days prior to the event), or have recorded a negative NHS lateral flow test in the previous 48 hours or are considered to have natural immunity after a positive PCR test within 180 days of the event (including 10 days self-isolation following the result)
  • An NHS text or email confirming a negative NHS Lateral Flow Test taken within 48 hours of the event

Checks will be taking place and anyone who is not able to demonstrate their COVID-19 status may be denied entry.

If you are aged between 11 and 18 years old, you will need to evidence a negative Lateral Flow Test result with an NHS email or text message taken within 48 hours of the event.

For customers who live outside England:

    • Scotland – please obtain evidence of your vaccination status here or provide evidence of a negative lateral flow test here
    • Wales – please obtain evidence of your vaccination status here or provide evidence of a negative lateral flow test here
    • If you are traveling from Northern Ireland or from any other country, please contact visitor.services@alexandrapalace.com for further guidance.
    • If you are travelling to the venue from outside of Great Britain and Ireland, we will accept the equivalent of the NHS COVID Pass from the country that you are travelling from.

We recommend that you download your COVID Pass to your phone prior to your visit, to avoid any issues with accessing the internet/venue wi-fi once on site.

If any promoters/event organisers have any specific entry requirements for their events here at the Palace, ticket holders will be alerted in advance via email.

If you have any queries, please contact visitor.services@alexandrapalace.com ahead of the event to ensure your smooth entry into the venue.

You can order NHS Lateral Flow Tests from here

To demonstrate your test status please use the NHS COVID Pass, text message or email system. Please do not bring test strips with you to the venue to demonstrate your test results.

Please call NHS 119 who can arrange for a paper COVID Pass to be sent to you. Please plan ahead and make sure you’ve left enough time for this to arrive in the post before the event.

Government requirements for social distancing were removed in July 2021 so unless specifically advertised all concerts will be operating at our usual venue capacity. We ask that you continue to remain considerate and respectful of others when in the venue.

We encourage people to wear masks inside the venue and follow the government guidance that “expects and recommends face coverings are worn in crowded and enclosed spaces and when mixing with people you don’t normally meet.”  apart from when eating or drinking.

Staff working at the venue, unless medically exempt, will be wearing face coverings when directly interacting with customers if they are not behind service screens. If you have you a badge that highlights that you have a medical exemption, please do wear it as it will assist our teams on the day and make other attendees aware of your circumstances.

You may be asked to remove a face covering during the entry process to the venue or for age-verification when purchasing alcohol.

If you’d like to check into Alexandra Palace using the NHS COVID-19 contact tracing app, please ask our Visitor Services team for the QR code.

If government guidance or legislation requires venues to put in place other/mandatory measures to allow the event to go ahead an email will be sent to those who booked tickets with revised requirements and conditions of entry.

Should for any reason the event be prevented from taking place due to government instruction, all ticket bookers will be emailed with details regarding rescheduling or refunds.

No. We would prefer that you show us your e-ticket onto your phone in order to allow for contactless ticket scanning – let’s save a few trees too!

We do, our Visitor Services team can direct you to the nearest facilities.

Our East Court car park is open most days. We suggest a donation of £3 per vehicle to help us cover the costs of looking after the Palace and Park. For evening concerts, please use the Paddocks Car Park.

Blue badge parking is free and available in our East Court car park, these are on a first come first-served basis. If you have any queries contact us at visitor.services@alexandrapalace.com

To apply for a personal assistant/carer ticket please email access@alexandrapalace.com.

Accessible information including visual guides are available here

We do! Our team can direct you to the cloakroom once you are inside the venue.

Please note that, due to limited space, visitors are asked not to bring suitcases or large rucksacks into the venue. We will not be able to store these in our cloakroom either.

For our concerts, we operate a shuttle bus that calls at Wood Green and Alexandra Palace Station. It costs £2 to ride to the venue, then it is free for the return trip. Please wear a face covering while onboard.

Theatre faqs

All visitors to the event spaces at Alexandra Palace must be in receipt of a Covid Pass and able to show this pass on request upon entry. Checks will be taking place and anyone who is not able to show their covid pass may be denied entry. If you are under 18 years old you will need to evidence a negative lateral flow test result with an NHS email or text message.

Enhanced cleaning remains in operation throughout the theatre and hand sanitisers remain available. Staff onsite will continue to wear face coverings when interacting with customers and bar service will still be from behind protective screens. Being recently refurbished in 2018, Alexandra Palace has a great ventilation system that can completely change the air in the auditorium every 30 minutes.

Unfortunately, the layout of the theatre has been designed so we can offer as many seats as possible, whilst maintaining social distancing. As a result, this means we can’t seat individuals from different households with one another.

While we can’t legally enforce the wearing of face coverings, we ask that the adults amongst our audience wear a face covering throughout their visit, unless they are medically exempt.

Yes, we will have various hand sanitiser units around the venue and we encourage you to bring your own to the venue.

In order to deliver a safe and legal event, your experience when visiting the theatre will be different to pre-Covid-19 events. There will be a number of simple, but really important, processes for you to follow as a customer. While we acknowledge these may be small frustrations we hope that the secure experience we are able to provide will allow you to have an enjoyable evening.

No. We would prefer that you show us your e-ticket onto your phone in order to allow for contactless ticket scanning – let’s save a few trees too!

In the interests of security when not seated at tables we ask that unless for religious, faith or medical issues, we may ask individuals to remove caps or hats in the venue.

In order to help us with social distancing we ask that you do not move seats during your visit. If you attend an event where you know other audience members we ask that you strictly observe social distancing when communicating with one another. If you do not keep distanced we do reserve the right to ask you to leave. 

We will be following a strict non-admission policy for late comers so please allow plenty of time for your journey.

If you are unwell and displaying any Covid-19 symptoms we want you to stay at home and follow NHS advice. 

Email our team at visitor.services@alexandrapalace.com should you have any queries.

If Government guidelines mean we cannot go ahead with the event you are attending we will firstly aim to reschedule the event, for which your ticket will remain valid. If we are unable to do this, a refund will be available.

No, this is a cashless service. Bank cards/ApplePay/GooglePay are all accepted.

Yes we have toilets and baby changing facilities available. To help keep the venue covid-19 secure our toilets are cleaned on the hour every hour for approximately 15 mins.

Yes, if there is availability for your desired event then you are welcome to book on the day with all ticket purchases being made online through  www.alexandrapalace.com. There will be no box office or on-the-door sales available.

We will be offering a cashless service of drinks and bar snacks at our Theatre Bar. There will be hot food options available.

To help keep queues smaller, please can only one member of your party go up to the bar.

If you pre-ordered your drinks online when you purchased your tickets, they will be waiting for you to collect in a labelled bag on a table at the end of the bar. Again please can only one member of your group collect pre-ordered drinks.

Alcohol must be consumed at your seat.

We do! Our team can direct you to the cloakroom once you are inside the venue.

Please note that, due to limited space, visitors are asked not to bring suitcases or large rucksacks into the venue. We will not be able to store these in our cloakroom either.

If something doesn’t feel right that’s because it normally isn’t. Please contact a member of our security team with any concerns you may have or if you need any advice or assistance.

 

Our East Court car park is open most days. We suggest a donation of £3 per vehicle to help us cover the costs of looking after the Palace and Park. For evening concerts, please use the Paddocks Car Park.

Blue badge parking is free and available in our East Court car park, these are on a first come first-served basis. If you have any queries please contact us via visitor.service@alexandrapalace.com 

Please ask the nearest member of the team for any assistance or first aid required during your visit.

To apply for a personal assistant/carer ticket please email access@alexandrapalace.com.

Accessible information including visual guides are available here

Yes, however in line with government rules alcohol must be consumed seated within the theatre.

Yes. Buggies cannot be taken into the auditorium but a buggy park is provided.

Park faqs

Drones are not permitted without prior approval by Alexandra Park and Palace Charitable Trust. Contact the venue for a copy of our drone policy.

Permission must be granted by Alexandra Palace for any filming in the Park. Please contact the venue for our filming rates.

Overnight camping is not permitted in the Park.

Amateur and professional photographers require a permit to photograph in the park. This small financial contribution goes towards the ongoing maintenance of the parkland and Palace.

The park is open throughout the day. However, the children’s playground and skatepark are locked at dusk.

At times, our outdoor events mean that areas of the Park cannot be accessed. Contact the venue for more information.

Ice rink faqs

We have significantly reduced the capacity for each session, to ensure there is plenty of space for everyone. There will be five times fewer people on the ice per session than usual. There will be a one way system at the rink to support social distancing. Visitors must wear masks in the facility, but can take them off on the ice. There will be sanitiser available. NHS Track and Trace QR codes are presented upon entrance to the venue which we encourage you to scan and “check-in” to Alexandra Palace Ice Rink using the NHS Track and Trace app. We encourage all visitors to look out for one another and follow the latest government guidelines throughout their visit.

Yes, this is included in your booking fee. We have sizes from baby 6 to adult 13. Please note however, we are providing our skating aids (seals, snowmen and penguins) at weekends and during the school holidays only.

Don’t worry, just come and give it a go! Beginners, nervous or infrequent skaters and children are advise to book a session with one of the coaching team or attend a course prior to ice skating

Visitors must wear a face mask, unless medically exempt, during their time in the facility, but can take them off on the ice.

Yes, hand sanitiser will be available throughout the ice rink.

Currently, you can book in a maximum of six per group. You can only attend the ice rink with people from the same household or social support bubble.

We can only allow spectators for children and vulnerable adults. We are asking all spectators to watch from the Café area. Only one spectator per skater please. If you have any queries contact us via visitor.services@alexandrapalace.com

The changing rooms will be closed to support social distancing. Please come ready to skate.

We suggest arriving a maximum of 15 minutes before the start of your session.

We have increased our cleaning practices and will be cleaning the space at regular intervals throughout each day.

Yes, toilets are open at the rink.

Yes, the ice café is open. Please note that any alcohol must be consumed seated.

Yes. If you want to skate we are asking people to book online. We are not accepting payment on the door for public session, courses or skate aids at this time.

We do not have a cloakroom or lockers available. We request you come dressed ready to skate, which includes being able to keep any valuables on you as you skate.

Yes, our East Court car park is open. It is free to use but we suggest a donation of £3 to help with the running costs.

Yes! We have skate aids available for children under the age of 10 years old. All skate aids must be purchased online in addition to your skating ticket and are subject to availability.

Children under the age of 8 must be accompanied by an adult when booked onto a public skating session. Beginners, infrequent skaters and children are advise to book a session with one of the coaching team prior to skating.

Areas of the ice may be coned off for other use during public skating sessions.

There is no re-entry once you have been admitted into the ice rink for your skating session.

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