The following information is for members who've registered on our Disability Access Scheme:
- Before the game: Checklist | Pre-Match FAQs
- Getting there and entering the stadium: Parking | Entrances | Bag policy
- During the game: Facilities | Fan Guide
- After the game: FAQ | Road closures
Before the Game
- You'll be sent the information after you have purchased your ticket regarding when you can pre-book parking, more information here: Accessible Transportation & Parking
- Stadium Access Card & Lift Pass
- Your ticket will automatically be loaded onto your Stadium Access card (Lift passes being printed/sent w/c 18th, get in contact if it hasn't arrived by Friday 22nd March)
- Don't forget to bring your lift pass with you if you have one
- Check your entrance #
- Check your ticket information for the entrance number, to help the team please use this entrance as it'll speed up security checks and we'll have all we need at this point to assist you if required, further information below
- Security: Bag policy
- Plan your journey:
- Supporters are advised to get to the stadium as early as possible. Turnstiles open 2 hours before kick-off. Please note, if you are driving or being dropped off-road closures will be in place 2 hours prior to and up to 1-hour post-match. Plan ahead and check before you travel. See Accessible Transportation & Parking
- Cashless Payment:
- The Club is proud to deliver a fully cashless stadium as we aim to provide the best possible fan experience at our new home. Make sure you have a form of cashless payment: For more information see: Ways to pay
Pre-Match Access FAQ's:
Will I receive a physical ticket? Season ticket holders and One Hotspur members will have their ticket loaded onto their stadium access card. Non-members and personal assistants (if you do not have a Stadium Access card for them) will receive an e-ticket.
What time should I get to the stadium? Supporters are advised to get to the stadium as early as possible. Turnstiles open 2 hours before kick-off.
Supporters who have booked a place in the stadium car park are advised that the latest entry time into the car park will be 1 hour before kick-off.
Where should I enter the stadium? Supporters who have purchased accessible seating should enter the stadium via their ticket’s designated accessible entrance at ground level. This will be indicated either on your stadium access card or your paper/e-ticket. There are lifts next to these entrances which can transport supporters to all levels.
Can I store my wheelchair? Supporters are able to store their wheelchair upon arrival if they will not require it for the game. To do so, please go to your designated ground level accessible entrance. The Club does not assume any responsibility for items left in our possession.
Can you provide a wheelchair? There are a limited number of temporary wheelchairs that supporters are able to borrow to help supporters travel to ambulant seating. Supporters requiring this service should let a member of staff know at their designated accessible entrance.
I need to bring a bag into the stadium for medical reasons. Will the Club’s bag policy permit this?
Please see the Stadium's Bag Policy. We understand that some supporters will need to bring bags that do not meet these requirements into the stadium for medical reasons. In order to do so, an exemption certificate will be required.
All requests for exemption certificates must be submitted in writing to the Access team (via email@example.com) no later than seven days before the game. No certificates will be issued on matchday.
If you would like to apply for a certificate, please provide us with supporting information at the earliest opportunity. This can be a DLA/PIP letter, or alternatively a letter from your GP or specialist nurse which outlines your requirements. If you have an existing Wembley medical exemption certificate, we can also accept this as your supporting information. Upon receipt, we will then get back to you at the earliest opportunity.
Please be aware that all supporters with an exemption certificate will still need to have their bags searched and tagged at a street-level dedicated accessible entrance (1, 5, 13 or 17) before entering the stadium. This will be the only way to access the stadium on a matchday if you require to bring a bag with you on medical grounds.
Getting to the stadium
Don't forget your Disability Access Scheme Members Card & Lift Passes
For parking and transport information please see: Accessible Transport & Parking for information about how to pre-book parking and Blue Badge parking information.
Your Disability Access Scheme Members Card & Lift Passes entitles you to use the dedicated accessible check-in entrances at the new stadium, that are at street level. Please use the entrance number that is on your stadium access card. These have been designed to assist your entry into the stadium as they each lead directly to two 33-person lifts at each entrance, that you will have priority use of to ease your entry into the stadium.
At these entrances you will also be able to collect any audio commentary headsets or hearing loops, hire wheelchairs and for those with assistance animals, you will able to collect a water bowl. These areas will be managed by our dedicated access steward supervisors who will be able to assist you with accessing the stadium and any access related inquiries. These entrances are number 1,5,13 and 17
There are also accessible airlock entrances at Podium Level next to the turnstiles with platform lifts from street to Podium level.
The card will also be recognised by staff that you have access requirements and are entitled to assistance. This should eliminate you being questioned as to your right to use a lift or toilet or gain assistance at a food and beverage concession.
We are also working with other clubs in the Premier League so that they acknowledge this card and aid you when you visit opposition stadiums.
Please note that this is NOT a ticket and is issued to assist with your access requirements only.
During the Game
For information about the facilities please see New Stadium Facilities which includes information about disabled access toilets, information points, and dog spending areas. If you're after maps, you can download maps here.
Download our comprehensive Fan Guide which has all you need to know about the New Stadium which should answer most of your questions.
I have friends who are sitting in a different location in the stadium. Will I be able to meet them in a communal area before kick-off and at half-time?
The new stadium has been designed with supporter experience at the forefront. The Park Lane Square offers an area for supporters to congregate pre-match and post-match. Inside the stadium, there will be bars and other outlets where supporters can congregate.
I have a ticket for a wheelchair area. Will the stewards allow friends sitting elsewhere into the wheelchair area before kick-off and at half-time?
We have to be mindful of not overcrowding wheelchair areas and respecting other wheelchair users in these areas. However, we will look to manage each case individually dependent on capacity at the time of visiting.
When will the concourses be at their busiest? The concourses are at their busiest around 30-45 minutes before kick-off, 10 minutes before half-time and throughout the entire interval. They are also extremely busy immediately after the final whistle.
After the Game
Will the concourses be busy after the game finishes? Concourses are extremely busy immediately after the final whistle. Supporters who prefer not to encounter more crowded areas are advised to wait in their seats to allow crowds to disperse wherever possible.
Can you assist me in leaving the stadium? If you require a wheelchair to transport you to and from your ambulant seat, please let a member of the team know once you arrive at the stadium. They will arrange for you to be met after full-time and taken back to your accessible entrance.
Where should I return borrowed equipment? Any equipment that has been borrowed from the Club (eg. audio commentary headset) must be returned. Supporters should return these items via the same accessible entrance they used to enter the stadium.
I asked for my wheelchair to be stored before the game. Where can I collect it after full-time? Wheelchairs that have been stored at an accessible entrance can be picked up from the same accessible entrance after the game.
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