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Before visiting us, check out our FAQs and tips for making your visit easier.

Can't find the answer to your questions? Contact us!

Categories

Tickets
Security
Minors
PRM
Services
Bars
Access
COVID-19

Tickets

How can I buy tickets?

Check the “Events” section of our website. Next to each event you will find information on the official sales channels for buying tickets. Never buy your tickets through unofficial channels because we cannot guarantee they are authentic.

What are the box office opening times?

The box office only opens on the day of the event, usually 1 hour before the doors open.  If you need to know the exact time, you can write using the form on the website or check our social media.

If I’ve lost my tickets or they’ve been stolen, can they be reprinted?

If you’ve lost the tickets and you are the person who bought them, they can be reprinted but we cannot guarantee entry to the venue as the access control can only read a bar code once.

Do children have to pay?

All attendees must have a ticket  to enter the venue, but this condition may change depending on the show. We advise you to consult us or the promoter of the event before purchasing your tickets (you will find the contact information on the ticket for each event).

I’m not sure if my tickets are valid, can you check them for me?

We do not check tickets before the event.

If I’ve already bought tickets and I can’t come, can I get my money back?

We do not exchange tickets or issue refunds.

Is it possible to buy tickets at the box office?

On the day of the event, provided there are any available. We recommend you buy tickets in advance through the official channels.

Can I pay for tickets at the box office with a debit or credit card?

No, we only accept payments in cash. Neither €200 nor €500 notes are accepted.

Can I change seats during the show?

No. For safety reasons, the seating capacity in each section has to be respected, so you cannot change your seat.

What are named tickets?

Named tickets are non-transferable. They are linked to the person who will be attending the concert. Pay special attention to the purchase instructions and don’t buy tickets without having read the instructions.

Why can’t I publish photos of my tickets on social media?

If you want to publish the fact you are going to a concert, we recommend you don’t show the ticket (especially the bar code) as by doing so you are exposing your ticket to possible forgers.

Ticketing advices
  • If you want to share that you are going to a concert, don't do it by putting the ticket on the XXSS and if you do, avoid seeing the bar code, QR code, etc. If you do, you are exposing your entry to potential counterfeiters.
  • On the day of the concert, if your ticket is on your mobile, make sure the screen is clean and you have enough charge/connectivity

Security

Because your safety is our paramount concert, we encourage you to read these tips:

In case of evacuation

  • Make sure you know where the emergency exits are (they are clearly identified all round the venue and also on the Palau Sant Jordi app).
  • In the event of an evacuation, head for the nearest exit as indicated by the signs without stopping. Under no circumstances should you go back.
  • Keep calm and pay attention to the instructions of venue staff.
  • Don’t shout, run or push others, as you could cause dangerous situations given the large number of people gathered at the venue.

Time advice

  • Give yourself enough time. The door opening times will be announced on our social media channels a few days before the show.
  • Check out our FAQs before coming. You’ll find information on various matters that will help you with any queries.

General advices

  • If you are accompanied or in a group, agree on a reference point outside the crowded area, where to meet in case you break up or get lost.
  • If you see a strange or suspicious attitude, let the security team know.
  • Queues are inevitable, be patient. We do our best to make access smooth.
  • For smoother access, we recommend that you follow the safety tips and make sure you avoid carrying any of the prohibited items.
  • If you have any doubt, please contact us.

pals

Rigid sticks > 50cm
tripods, laser pointers

armes

Weapons

fire

Pyrotechnics or
flares

umbr

Umbrella with
tip

rec

Sprays, nor containers of
glass or metal 
> 500ml

bag

Suitcases, trolleys
and / or backpacks > 20L

 

cam

SLR cameras,
video, tablets, laptops

droug

Drugs and / or
alcohol, nor
be under its effects

In general, it is not allowed access to throwing objects, except for basic personal items. 

Can I bring my camera to a concert?

Neither reflex nor video cameras are allowed. Compact cameras only, without removable lens.

Can I take in a placard?

Yes, provided it is no bigger than DIN A-3 and does not contain offensive messages.

Can I go in with an umbrella?

Pointed umbrellas are not allowed in. The rest must be left at the cloakroom (€2/item). 

Can I go in with a motorbike helmet?

You will have to leave it at the cloakroom (€2/item). 

Can I go in with a selfie stick or laser pointer?

For safety reasons they are not allowed.

Can I go in with a suitcase?

No one is allowed in with cases or trolleys. The maximum size for backpacks is 20 litres (school kind). 

Which objects are forbidden?

pals

Rigid sticks > 50cm
tripods,
 laser pointers

armes

Weapons

fire

Pyrotechnics or
flares

umbr

Umbrella with
tip

rec

Spraysm nor containers of
glass or metal 
> 500ml

bag

Suitcases, trolleys
and / or backpacks > 20L

 

cam

SLR cameras,
video, tablets, laptops

droug

Drugs and / or
alcohol, nor be under
its effects

Can I take food inside?

Yes, food may be brought in as long as it does not require the use of cutlery. No lunch boxes or other containers may be brought in.

Can I take a drink in?

Yes provided it is non-alcoholic and in a plastic bottle under 50 cl. For safety reasons, packaging will be opened and bottle tops removed at the entrance doors.

Can I smoke and/or use an electronic cigarette?

No. Due to the COVID-19 restrictions imposed by PROCICAT, smoking is not allowed anywhere on site (inside or outside).

Who do I have to go to if I have a serious problem?

Speak to the venue staff and they will help you.

What should I do if I experience harassment?

You must notify our staff of any kind of discrimination or harassment and they will help you. Our venues subscribe to the Barcelona City Council “WE WON’T KEEP QUIET” protocol.

Minors

Can minors under 16 attend concerts?

Consult the regulations here

If I’m under 16, can I come if I’m accompanied by an adult?

Yes. To enter the venue, you must complete the procedure described on the 'Acces for minors' page. We advise you to carefully read the instructions we provide there.

Will I be able to access the site if we have not completed the procedure?

Minors accompanied by a parent/legal guardian will be able to access the site, but they must go to the point of care to register access with the ID of each attendee first. In the case of minors accompanied by adults, they will not be able to access without the permission of the parents/legal guardian.

What should I do in the case of an incident during the process of authorizing the access of minors?

Contact us through our contact form.

What if I have an incident during the access on the day of the show?

There is a help point for incidents at every event. Our staff will tell you where it is and we will help you.

PRM

Where do I have to buy tickets if I have reduced mobility?

You should only contact the official sales channels, so they can arrange the sale of places with reduced mobility.

I’ve had an accident or injured myself and I’m using crutches. Do I have to buy reduced mobility tickets?

Yes, if you anticipate you will be using crutches on the day of the concert. If you have already bought the ticket before the accident, get in touch with us and we’ll help you.

I need special assistance. Where do I apply for it?

You have to fill in the form in the contact section.

How many people can accompany me?

Only one (1) person will be allowed in with you.

Where are the reduced mobility car parks?

You can find them in the PRM page. Please remember they are for the exclusive use of vehicles with the authorised sticker.

Where are the reduced mobility entrances located?

There are various areas reserved on the site. You can check their location here.

Will somebody accompany me to the reduced mobility area?

If you need that service, tell the venue staff so they can provide it.

Can guide dogs enter the venue?

Yes. Duly accredited guide dogs can accompany their owner inside.

Are there any lifts?

Yes. The lift service is provided by venue staff and it is for the exclusive use of people with reduced mobility.

I’m pregnant, is there an entrance/area for me?

No. You will only be able to ask for the personal care service if you have a risky pregnancy or under medical recommendation.

Services

Is there a medical service?

Yes, there is a medical team with an ambulance and nursing station at all events.

Can I take medication with me?

Yes, but it must be in its original wrapping and be accompanied with a prescription.

I’m diabetic, can I have my insulin with me?

Yes. You must keep it in its box or case and have a medical certificate that certifies you need to use it.

Is there a cloakroom service?

Due to the restrictions imposed by the COVID-19 prevention and safety protocol we cannot guarantee this service will be available.

Do you have a lift?

Yes. The lift service is provided by venue staff and it is for the exclusive use of people with reduced mobility.

Are there any baby changing facilities?

Yes, in all the men’s and women’s toilets. You can check their location on the service map.

If I bring a baby bottle or baby food, can you heat it up for me?

Yes. The food must be packaged. Go to any of the bar points and ask them to do it.

Can I take my child’s pushchair in?

Children’s pushchairs are allowed in but they must be left at the cloakroom (€2/item).

 

Is there WiFi?

Not at the moment but we are working on getting it soon.

Is there a lost property service?

Yes, you can get in touch with us using the following form. If any ID documents are found they are passed on to the police (Guàrdia Urbana) within 72 hours.

Is there an ATM?

No, but you can pay with a bank card at the catering and merchandise points.

Where are the merchandise stores?

You can check their location on the services map.

Will I find my size when buying merchandise products?

We don’t always have all the sizes, models or articles as the merchandise on sale is provided by the artist. It is not the property of the venue.

Can you pay by card in the stores?

Yes, the merchandise stores accept card payments.

How can I make a complaint?

Due to the limitations of the security and prevention protocol against COVID-19, we recommend that you carry out the procedure via the following link: https://atencioenlinia.ajuntament.barcelona.cat/

Bars

Can I access with drinks?

No access is allowed with cans, bottles or containers of more than 500 ml.  If you bring a bottle (max 500 ml), the cap will be removed during access due to safety rules.

Can I enter with food?

Yes, you can enter with sandwiches, snacks or biscuits. It is not allowed to access with tupperwares or cutlery.

Is there a restaurant open to the public before the shows?

You can access the bar service from the opening of the doors until the end of the show. Consult the F&B points.

Can I pay by card in the bars?

Yes. In all the regular bars, not at the mobile sales points. Mobile bars only accept cash (but not €200 or €500 notes).

Can I pay by cash?

Yes, but neither €200 nor €500 notes are accepted.

Is there any food for vegetarians?

Yes. You’ll find vegetarian food at all the venue’s bars.

Is there food available for people with coeliac disease?

Yes. Ask at any bar for information.

Do the bars serve alcoholic drinks?

Yes but it is forbidden to sell alcoholic drinks to minors under 16.

If I bring a baby bottle or baby food, can you heat it up for me?

Yes. The food needs to be packaged. Go to any of the catering points and ask them to do it.

Access

How do I get to the Palau Sant Jordi?

You can check it at "Getting to Palau Sant Jordi"

If the show has already started, will they let me in?

Yes, you will be able to access the venue for the duration of the show upon presentation of your ticket.

What time do the doors open before a show?

Usually between 60 and 90 minutes, depending on the venue. We report the schedules on social media a couple of days before the show.

Where can I park?

There are many free public spaces available around the Palau Sant Jordi. Check the location here.

Where are the car parks for disabled people located?

You can consult it in the section on "Special Assistance". Remember that they are exclusive to vehicles with the authorized badge.

COVID-19

I’ve got tickets for a show that’s been postponed

The ticket(s) you have purchased can be used for the new date. If you cannot attend on that date, ask for a refund from the sales channel you got it/them from (in the refund period).

I’ve got tickets for a show that’s been cancelled

The price of the ticket(s) will be refunded automatically through the sales channel you got it/them from. If it was a shop, go to them.

I’ve got to come to a programmed event. What COVID measures will be in place?

Prevention measures will be adapted to the protocols in force at any given time. At present they are:

  • Staggered entrance for the public
  • Compulsory use of a face mask
  • Disinfecting hands
  • No eating/drinking outside the authorised areas
Is it safe to attend?

The Palau Sant Jordi is certified with the Global Safe Site label, which guarantees any event held is completely safe, in line with the COVID protocols.

How early should I come?

We recommend you allow enough time for a staggered entrance and maintaining social distancing.

Do I have to wear a mask all the time?

Yes, except for eating/drinking in the authorised areas. Anyone failing to abide by this requirement will be asked to leave the venue.

Is there a bar service?

Yes, except when the PROCICAT protocols for COVID-19 prevent it. In that case we will inform you through our social media channels.

Will there be a cloakroom service?

Yes. The cost for each item is 2 €.

Will I be able to use the WC?

Yes. The venue protocols establish that they must be continually cleaned and disinfected.

Will I be able to smoke?

No. Due to the COVID-19 restrictions imposed by PROCICAT, smoking is not allowed anywhere on site (inside or outside).

Can't find the answer to your questions? Contact us!

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