Everyone deserves to enjoy live events, and the law in the UK is clear that venues and event organisers must make reasonable adjustments to ensure disabled people can access their events. But the practical reality of booking accessible tickets can be confusing, and the process varies between venues and platforms. This guide explains your rights, how to book, and what to expect.
Your legal rights
The Equality Act 2010 requires service providers (including event venues and ticketing companies) to make reasonable adjustments so that disabled people are not placed at a substantial disadvantage compared to non-disabled people. This applies to physical access, communication, and the booking process itself.
In practice, this means:
- Venues must provide accessible seating positions, including wheelchair spaces and spaces with good sightlines for people who cannot stand
- Venues must offer accessible toilet facilities
- Ticketing platforms must make their booking processes accessible (for example, ensuring their websites work with screen readers)
- Venues must not charge more for accessible tickets than for equivalent standard tickets
- Reasonable adjustments must be made when requested, even if they are not standard practice
The Equality Act covers a broad range of disabilities, including mobility impairments, visual impairments, hearing impairments, learning disabilities, mental health conditions, and long-term health conditions. You do not need to have a visible disability to be entitled to reasonable adjustments.
How to book accessible tickets
The booking process for accessible tickets depends on the venue and the ticketing platform:
Online booking
Many ticketing platforms now include accessible ticket options in their standard online booking flow. Look for options labelled "wheelchair space," "accessible seating," "ambulant disabled," or similar when selecting your tickets. Some platforms have a dedicated accessibility section within the booking process.
Phone booking
Some venues reserve accessible tickets for phone bookings only, so they can discuss your specific requirements. This is not ideal from a convenience standpoint, but it does allow for a more detailed conversation about what adjustments you need. Major venue chains typically have a dedicated accessible booking line.
Access schemes
Several organisations operate access card or membership schemes that streamline the booking process. The Hynt scheme (for venues in Wales), Nimbus Disability access cards, and venue-specific schemes allow you to register your access requirements once and have them on file for future bookings.
Companion tickets (personal assistant tickets)
If you need a companion or personal assistant to attend the event with you, most venues will provide a free companion ticket alongside your accessible ticket. This is sometimes called a "PA ticket" or "carer ticket." The companion ticket is provided at no additional cost because the companion is there to support your access needs, not as an additional attendee choosing to attend.
To obtain a companion ticket, you will typically need to provide evidence of your eligibility. Accepted evidence varies by venue but commonly includes:
- Receipt of Personal Independence Payment (PIP) or Disability Living Allowance (DLA)
- An Access Card from Nimbus Disability
- A letter from your GP or specialist
- Receipt of Attendance Allowance
- A registered assistance dog
Some venues accept a broader range of evidence, so contact the box office if you are unsure whether you qualify.
Types of accessible seating
Different venues offer different types of accessible provision:
Wheelchair spaces
Dedicated positions for wheelchair users, usually with space for the wheelchair alongside a companion seat. These are positioned to provide a good view of the stage and safe evacuation routes.
Ambulant disabled seating
Seats for people who have a disability affecting their mobility but do not use a wheelchair. These are typically on an aisle for easy access, near to lifts or on ground level.
Enhanced sightline seating
Seats positioned so they maintain a clear view even when the audience stands. These are important for people who cannot stand for extended periods.
Hearing assistance
Many venues have hearing loop systems (often called T-loops or induction loops) in certain sections. BSL (British Sign Language) interpreted performances are offered for some theatre shows and increasingly for concerts. Captioned performances are becoming more common in theatre.
Festivals and outdoor events
Festivals present unique accessibility challenges, but provision has improved significantly in recent years. Most major festivals now offer:
- Accessible camping areas with firm, level ground and proximity to accessible facilities
- Viewing platforms near stages with ramp access
- Accessible toilets distributed across the site
- Personal assistant tickets
- Charging points for electric wheelchairs
When buying festival tickets, register your access requirements early. Most festivals have a dedicated access team and an online registration form. Popular festivals often have limited accessible provision that fills up quickly, so do not leave it until the last moment.
What to do if things go wrong
If you arrive at a venue and the accessible provision is not as promised, or if you encounter barriers that prevent you from enjoying the event, you should:
- Speak to the venue's duty manager or access coordinator immediately
- Document the issue (photos, notes, names of staff you spoke to)
- Follow up in writing after the event, addressed to the venue manager
- If the venue does not resolve the issue, you can contact the Equality Advisory Support Service (EASS) for advice, or the Equality and Human Rights Commission (EHRC)
Venues are legally obliged to respond to complaints about accessibility, and most take these complaints seriously because of both their legal obligations and their reputation.
For more on your rights as a ticket buyer, see our guide to buying tickets online safely. If you are buying accessible tickets for a family event, our guide to buying tickets for children and families covers additional considerations. And for understanding the costs involved, read our breakdown of booking fees and surcharges.
