FAQs

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Updated: August 2021

COVIDSafe Changes

Melbourne & Olympic Parks (M&OP) is committed to delivering COVIDSafe events.

Our priority is the welfare, health and safety of our guests, staff, hirers, athletes, performers and all who interact and engage with us.

M&OP continues to operate under the guidance of the Victorian Department of Health and take advice from relevant authorities on how to manage the impact of COVID-19.

We continue to ensure all those who engage with us are informed and supported with information and resources to remain COVIDSafe.

We've made some changes to our venues to keep guests safe and you can help us by following the guidelines set out in our COVIDSafe Hub.

Parking  

Can I park at Melbourne Park?

Parking at Melbourne Park is strongly recommended to be pre-booked.

Bookings close at midnight the night before the event.

Please note, drive-up spaces are limited and subject to availability.

What if parking is sold out?

If the parking is sold out or unavailable, there are several other parking options available.

How do I book accessible parking?

Accessible parking is booked through Ticketek on their Accessible Bookings Hotline: (03) 9286 1208

We recommend booking parking in advance to avoid disappointment. 

How do I cancel my booking?

If you’ve registered online, you can log in and cancel your booking.

If you don't have an online account, click on ‘Manage my Booking’ and enter your email and booking number to cancel.

If you no longer need your booking, you must cancel at least 24 hours before the event.

Cloaking

Will cloaking facilities be available?

Cloaking is no longer available at our venues so any prohibited items will need to be disposed of or returned to your vehicle prior to entry.

Guests should read and understand our venue Conditions of Entry prior to booking tickets and attending events.

Can I bring a backpack into the venue?

For sporting events at AAMI Park and John Cain Arena, any item or bag that is too large to fit under a seat must not be brought into the venue and a limit of one bag per person applies.

For all other events at all M&OP venues (Rod Laver Arena, Margaret Court Arena, John Cain Arena & AAMI Park), backpacks and other large bags are not permitted. All other bags should be A4 in size or smaller.

Please refer to your event page for any changed bag conditions.

Can I bring my camera into the venue?

Small, handheld, personal cameras are permitted into our venues, however, cameras with a detachable lens are not.

In some instances, cameras may be banned entirely or event hirers may request that guests refrain from taking photos and videos during the event.

Please refer to your event page for any changed camera conditions.

Can I bring a pram into the venue?

Prams are not permitted into Rod Laver Arena, Margaret Court Arena or John Cain Arena.

For children's and family events, pram parking will be available.

Prams are permitted into AAMI Park for sporting events only, but must be folded under your seat.

Please refer to your event page for any changed pram conditions.

Ticketing

How do I book tickets?

All tickets to our events must be booked via Ticketek.

What do I do if I did not purchase my tickets through Ticketek?

Ticketek is our exclusive authorised ticket seller.

Only valid tickets purchased through Ticketek will be guaranteed access to our venues.

If you have purchased a ticket through an unauthorised seller you may be denied entry and should consult the seller directly.

How do I know where my seats are located?

Ticketek will display a seating map prior to checkout which will show which section of the venue you are buying into.

Can I change my seat once the booking is complete?

Unfortunately, once you have completed your purchase, you are unable to change your allocation.

Does Ticketek accept all credit cards?

Ticketek accepts all major debit and credit cards for bookings made online.

Are my credit card details secure when purchasing tickets online?

Yes. Ticketek adheres to the Payment Card Industry Data Security Standards. For more information, please click here.

Can I purchase hard-copy tickets?

Hard-copy tickets are no longer available to be purchased for new events as we transition to a paperless environment.

All tickets will be mobile-only.

Mobile ticket delivery will allow you to have a ticket delivered electronically to your compatible mobile phone and does not require a paper ticket to be printed.

Just open up your ticket and scan it at the event. For instructions on how to use mobile tickets, click here.

Where are my mobile tickets stored?

Mobile tickets are stored in your Apple Wallet, the Ticketek App or your Ticketek account once you have completed your purchase.

When will I receive my mobile tickets once I have purchased?

The timeframe for mobile ticket release is determined by the venue hirer and may be delayed for release until closer to the event date if not issued immediately at the time of purchase.

What do I do if my mobile ticket won't come up on my phone, my phone screen is cracked or I left my phone at home?

Please see a Box Office staff member upon arrival for further assistance.

I don't have a mobile phone. Can I still purchase a ticket?

You can purchase tickets online or from physical Ticketek outlets before the event.

If you are unable to access tickets via a mobile device, hard tickets can be issued at the venue box office with proof of purchase.

You will be required to provide identification showing you are the purchaser of the tickets.

How do I share mobile tickets with those in my party?

For instructions on how to share mobile tickets, click here.

If an event is cancelled, am I eligible for a refund?

Yes. 

Please refer to your event page for any updates.

How do I know if an event will be rescheduled?

The venue hirer will advise if a cancelled event is to be rescheduled.

Please refer to your event page for any updates.

I have changed my mind and can no longer attend the event. Can my tickets be refunded or exchanged?

We cannot refund or exchange for change of mind purchases. 

How can I get accessible tickets for a show?

Accessible seating must be pre-booked via Ticketek's Accessible Seating Hotline:

  • Reach them by phone on 03 9286 1208 or;
  • Submit a request to be contacted online here.

Are group bookings available?

Yes. Ticketek has a dedicated Group Bookings Department hotline via 1300 364 001 or online.

Where do I enter the venue?

Our venues are separated into zones.

Your zone, designated gate and allocated entry time is listed on your ticket.

You must enter via your designated gate only.

Guests must check-in prior to entry using the QR codes at their designated gate. Please download the Service Victoria app for a more seamless entry process. For help, click here.

Will I be able to get a Pass Out?

No. Pass Outs will not be available.

You will not be permitted re-entry if you leave the venue before the end of an event.

Retail

Will I be able to buy food and beverage?

Yes. Food and beverage outlets will be open.

Our service offering will align with COVIDSafe practices to limit contact and wait times, ensuring the safety of our guests and staff.

Food and beverage must be consumed in your seat only.

Can I pay with cash?

No. Our venues are now totally cashless environments.

Will the Railyards Restaurant be open at Rod Laver Arena?

M&OP’s facilities will operate in line with the DH guidelines at the time of your event.

Please refer to your event page for any updates.

Will merchandise be available to purchase?

Availability of merchandise is determined by the event hirer.

Please refer to your event page for any updates.

Can I bring my own food into the venue?

Please refer to the venue's Conditions of Entry.

If it is homemade and in small amounts, it is acceptable.

Can I bring a bottle of water into the venue?

You can bring a water bottle into the venues providing it is 600ml or under and made from 'soft plastic'.

Please refer to your event page for any updates.

Can I bring my own alcohol into the venue?

No. Our venues are licensed.

For most events, you will be able to purchase alcohol from our retail outlets.

Cashless

Can I pay with cash?

Our venues are now totally cashless environments.

No ATMs are available onsite.

Can I split bills?

Unfortunately, only one person from your group will be permitted to order, pay and collect food from the outlet.

Miscellaneous

Will there be meet and greet opportunities at a concert?

Please check the specific event page on the Ticketek website for available VIP packages.

When will set times be available?

We will share set timings for your event on our website as soon as they are available.

Please refer to your event page for any updates.

What time is last entry?

For most events, you can enter the venue any time after it has commenced.

However, some events may carry a lockout time which will be shared on the event page closer to the event.

Please refer to your event page for any updates.

Will the roof be open or closed during events at your venues?

All events at AAMI Park are outdoor.

The roof at Rod Laver Arena, John Cain Arena and Margaret Court Arena is always closed for events unless stated otherwise.

Please refer to your event page for any updates.

Where can I smoke?

All venues are smoke-free.

You will not be entitled to a pass out should you wish to smoke during the event after you have entered.

Do I need to bring ID?

Our venues are all ages, however, if you are attending an event that has age restrictions you may need to show a valid ID upon entry.

You may also be asked to show ID to purchase alcohol.

We recommend children under the age of 16 are accompanied by a responsible adult.

Can I take my child to an event?

Unless the event is restricted to guests who are aged 18 and over, children may attend with a responsible adult.

Most events have a 'free on the knee' policy where children under a certain age can attend for free if they don't occupy a seat.

This will be stated on the Ticketek event page prior to checkout.