Frequently Asked Questions | York Barbican

Frequently Asked Questions

What are your Box Office opening times?

Our box office is only open for customers on event nights from 6pm.

How do I book a ticket?

For more information, please check our Buying Tickets page.

How do I contact customer services about my booking?

To contact AXS customer services, click here.

What if I have accessibility requirements?

We pride ourselves on being accessible to everyone, and our team will do all that we can to ensure your visit to York Barbican is the best possible.

Designated seating within the York Barbican caters for wheelchair users and their carers or those with walking difficulties. We also offer lowered counters and accessible toilet facilities.

For more information, please read our Accessibility page.

Will I be charged a booking fee?

All bookings are subject to a Transaction fee of £2.50 per booking, a Service fee on each ticket (these amounts are in relation to the price of the ticket), and a Facility fee of £1.80 per ticket.

Transaction fees cover the cost of processing and dispatching your tickets, while service fees cover bank charges incurred. The venue facility fee covers the costs associated with managing the Box Office, and the other general venue operating costs.

For more information, please check our Buying Tickets page.

When will I receive my tickets?

Your phone is your ticket. Locate your tickets in your AXS account, or in the AXS app. When you go mobile, your tickets will not be emailed to you or available for print.

I can't find my tickets, what can I do?

You can find your tickets by logging into your AXS account.

I don't know how to work an app. What do I do?

Please follow this link to read thorough FAQs. You can download the AXS app here

I can’t see my tickets in the app?

We will always aim to have tickets ready in your account as soon as they’ve been purchased. If you’re having difficulty locating them in your account, contact the AXS support team here.

I can no longer attend an event, can I get a refund?

Tickets for our shows are non-refundable, however, if you have booked tickets through AXS you can resell your tickets through their fan-to-fan resale ticket exchange. Find out more here.

What items are not allowed into the venue?

Backpacks, holdalls, luggage, oversized bags and cushions. (Bags larger than 35cm x 40cm x 19cm will not be permitted)

In addition, the following items are also not permitted into the venue or anything else which we deem to ruin the enjoyment or viewing experience of others;

  • Backpacks, holdalls, luggage, computer bags and cushions*
  • Glass, cans, aluminium bottles or thermoses of any kind including any liquid products which can be consumed*
  • Perfume bottles or deodorant cans
  • Flammable liquids in any container
  • Laser pens/pointers
  • Video cameras and professional cameras
  • Laptop computers, Ipads and Go Pro’s
  • Large/golf umbrellas
  • Knives or weapons of any kind
  • Illegal drugs or substances
  • Alcoholic beverages
  • Signs, banners or flags on poles, staffs or selfie sticks
  • Animals (except service animals to aid persons with disabilities)
  • Air horns, whistles, cowbells or other noise-making distractions
  • Projectiles (Frisbees, beach balls, footballs etc)
  • Aerosol cans (hairspray, mace pepper spray etc)
  • Fireworks, confetti or glitter bombs or sprays
  • Balloons
  • Use of wheeled footwear, skateboards
  • Food
  • Full face coverings and helmets
  • Large studs and chains
  • Anything else which we deem to ruin the enjoyment or viewing experience of others

* Exceptions will be made for those with medical requirements and/or special needs, and religious dress.

Is there a dress code?

At York Barbican, we want everyone to feel comfortable during our shows and be able to engage with what is happening on stage. Whilst we encourage fans to wear whatever they feel comfortable in, we ask that you are fully clothed and that your clothing does not include profanity, nude or semi-nude pictures or slogans/message that incites or insinuates political themes or violence.

Do you accept cash payments in the venue?

York Barbican is a cashless venue and we encourage you to use contactless or card payments where possible.

Can I bring in food & drink?

It is our company policy not to allow guests to bring their own food and beverage into the building, and a varied range of refreshments are available inside the venue.

How do I find out event times?

Please visit our 'Event Timings’ page. All timings are approximate and subject to change and we'd advise arriving as early as possible to avoid queues and missing any of the show. 

The venue curfew for an evening event is 11pm unless stated differently. We do not list end times both for security reasons and because running times can vary due to the nature of live events

I left something at an event, what can I do?

If you have left something behind during a recent visit to York Barbican, please use our contact form and provide the details so our team are able to help. Lost property items will be stored at the venue for one month after the event before being donated to charity.

Are there any age restrictions for shows at York Barbican?

Our normal policy is that U14's must be accompanied by an adult, and no U14's are allowed in the standing areas for our standing shows.
Some shows may have different age restrictions, so please check the event page for further details before booking your tickets.