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FREQUENTLY ASKED QUESTIONS

I am a wheelchair user and obtained non-accessible tickets from a friend or company, can I use them?
YES. If you are able to obtain non-accessible tickets, and you are a wheelchair user, please call the Disabled Services Department in order to be relocated, whenever possible, to a designated wheelchair location. We do, however, encourage you to utilize our services when purchasing tickets, so that we may better assist you.

I am a wheelchair user and would like to sit with my friends and/or family members. Is this possible?
YES. At a minimum, you will be permitted to have one guest beside you. We will allow additional guests to sit with you based upon availability in the wheelchair sections. We also have additional companion seating in close proximity to our wheelchair sections.

I am a wheelchair user, am I forced to sit in the rear?
NO. Radio City Music Hall has dispersed wheelchair seating throughout the theatre at several price levels. Additionally, if you are able to transfer to a seat and wish to do so, we can provide an aisle transfer seat.

My parents are elderly and have difficulty climbing stairs and/or walking long distances. Can you provide a wheelchair?
YES. For individuals who have limited mobility, we can provide a wheelchair to transport guests from our main lobby to their orchestra seat. Upon arriving at the Radio City, please ask a Guest Relations representative for assistance. Please be aware that our staff will not remain with the patron during the event, nor will they allow the guest to remain in the wheelchair for the duration of the event.

I cannot attend an event; does this mean I lose my money?
There are no refunds or exchanges on tickets purchased for events at Radio City. On rare occasions, such as hospitalization or illness of the disabled guest, tickets may be exchanged or refunded. If you are unable to attend an event due to extenuating circumstances, please contact the Disabled Services Department (Monday-Friday 9:30am – 4:30pm ET) prior to the event taking place, to determine what options may be available.

I already have tickets for an event and I recently broke my leg and have a cast on. What can I do?
Please call the Disabled Services Department and we will do our best to make the necessary arrangements for you to attend the event in a comfortable and enjoyable manner.

What time can I enter Radio City Music Hall prior to an event?
Doors normally open one hour prior to the start of the event.

Where do I enter Radio City Music Hall to attend an event?
Disabled patrons may enter Radio City Music Hall via the entrance located under the marquee on the corner of 50th Street and Avenue of the Americas (6th Avenue).

What is the temperature in Radio City Music Hall?
For most events, the average temperature inside the Music Hall ranges between 68 and 72 degrees. Due to logistics and artist requests, the temperature may vary greatly for some events. The artist may also ask us to adjust the temperature to their liking so that they are more comfortable for their performance. Please plan accordingly.

In the event of bad weather, how can I find out if an event is still taking place?
Radio City Music Hall rarely cancels nor postpones events due to inclement weather. Please be advised that tickets for all events are sold on a no-refund, no-exchange basis. This stipulation is clearly marked on each ticket. For up-to-the-minute information, please call 212-247-4777.

I am legally blind and utilize a service dog. Can my service dog accompany me to my seat?

Service Animals/Guide Dogs
Service animals are permitted at Radio City Music Hall.  The Americans with Disabilities Act (ADA) defines a service animal as any dog, such as a guide dog or signal dog that is individually trained to provide assistance to an individual with a disability.  This includes psychiatric service animals that are individually trained to provide service to individuals with psychiatric or neurological disabilities, such as preventing or interrupting impulsive or destructive behaviors.  Service animals must be harnessed, leashed or tethered at all times, unless special circumstances exist, and will be required to rest in the seating area of the individual with a disability, rather than in the aisle.  A guest whose service animal poses a threat to the safety of other guests and employees, or whose animal is not housebroken, may be asked to escort the animal off the premises.

If you are an individual bringing a service animal, we strongly recommend that you contact Radio City Music Hall’s Disabled Services Department to request a photo ID for your animal, which will help to expedite entry and access. Please click here to request your Animal Access Card.

If you have any questions about this pass or about service animals or any other type of assistance animals, you can contact Radio City Music Hall’s Disabled Services Department at 212-465-6115.

Emotional Support Animals
An emotional support animal may only be used at our facilities by persons with a diagnosed mental or emotional disorder.  While the animal may or may not have specific training for that function, it must be trained to behave appropriately in a public setting.   Animals must be harnessed, leashed or tethered at all times, unless special circumstances exist, and will be required to rest in the seating area of the individual who brought the animal, rather than in the aisle.  A guest whose animal poses a threat to the safety of other guests and employees, or whose animal is not housebroken, may be asked to escort the animal off the premises.

If you are an individual seeking to bring an emotional support animal, you must contact Radio City Music Hall’s Disabled Services Department to apply for a photo ID for your animal at least 48 hours before the scheduled event. Please click here to request your Animal Access Card.  

To be granted an animal access card, you must provide documentation on letterhead (dated within 1 year of the scheduled event) from a licensed mental health professional (psychiatrist, psychologist or licensed clinical social worker) or a medical doctor specifically treating your mental or emotional disability. That letter must include the following:

  • The patron has a mental health-related disability recognized in the Diagnostic and Statistical Manual of Mental Disorders – Fourth Edition (DSM IV).
  • The animal accompanying the patron is necessary to the patron’s mental health or treatment, and the task the animal performs.
  • The individual providing the assessment of the patron is a licensed mental health professional and the patron is under his or her professional care.
  • The mental health professional’s license number OR the type of license, the issue date and the state or other jurisdiction in which it was issued.

Verification of the document will include Radio City Music Hall’s Disabled Services Department contacting your mental health care professional to authenticate the documentation.  If we are unable to validate the documentation, or if the advance notification is not provided, the animal will not be permitted in the facility.

If I am not using a wheelchair, am I required to get an “elevator pass” in order to ride the elevator?
Any guest who requires the use of the elevator or escalator may use one. There is no need to have special approval for using the elevators. Please have your tickets out and available so the ushers and elevator operators may direct you properly.

We will be coordinating Access a Ride service for after the show. What time is the concert scheduled to end?
For concerts at Radio City Music Hall, the acts make their schedule known 1-2 days prior to the event. The duration of the Radio City Christmas spectacular is 90 minutes. Feel free to contact Disabled Services at 212-465-6115 for more information.

I have purchased tickets and have been told there is a “delivery delay” on this event. What does this mean?
A “delivery delay” means the band or promoter has requested tickets are held and not distributed for a specific amount of time. Sometimes delivery delays are used to prevent tickets from being shipped or printed at home until Ticketmaster can confirm everyone has adhered to the event ticket limit. In other words, bands want to make sure absolutely no one has ordered more tickets than their fair share!

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