Disabled Services at the Hulu Theater at Madison Square Garden

About

The Hulu Theater at Madison Square Garden offers a range of accommodations for its guest with special needs, not only to provide comfortable access to the venue, but also to ensure that everyone comes away with the same indelible memories.

Fulfilling this commitment means ensuring that guests with special needs, along with friends and family, know how to avail themselves of accommodations we provide. Guests may purchase seating, based on their need, directly through the venue by calling 888-609-7599 or through Ticketmaster. This includes, but is not limited to, wheelchair spaces and companion seating, designated aisle seating (which can accommodate those with limited mobility), and seating for those with vision or hearing disabilities.

If a guest requires an accommodation after a ticket purchase has been made, please call the Hulu Theater at Madison Square Garden’s Disabled Services Department to discuss relocation options. If you are unable to contact the Disabled Services Department prior to the event, when you arrive at the venue for the event you may also ask a supervisor for assistance.

Assistive listening devices are available for use in the Hulu Theater at Madison Square Garden. See “Services” below.

For concerts, comedy shows & family events, the Hulu Theater at Madison Square Garden also offers sign language interpreters or oral interpreters to those guests who request such an accommodation. Either the guest in need or a member of their party must request this service. This may be done via email at disabledservices@msg.com or over the phone at 888-609-7599. Guests are encouraged to submit their request a minimum of two (2) weeks prior to the performance, in order to facilitate scheduling interpreter services. While the Hulu Theater at Madison Square Garden will attempt to fulfill requests received less than two (2) weeks prior to an event, this will be subject to the availability of interpreters.

Contact

The Madison Square Garden Company
Attn: Disabled Services Department
4 Pennsylvania Plaza
New York, NY 10001
Email: disabledservices@msg.com
Office: 888-609-7599 | Fax: 212.465.6649

Access

When you’re attending an event at the Hulu Theater at Madison Square Garden, please enter through the main entrance located on 7th Avenue between 31st and 33rd Streets; there are ramps on both sides of the steps. Proceed through the breezeway and take one of the two wheelchair lifts to Chase Square.

If you need to purchase tickets, proceed to the left past the escalators to the Hulu Theater at Madison Square Garden and the Box Office is located inside. If you’re picking up reserved seats at Will Call, please have your confirmation number and government-issued identification available for inspection.
For those individuals who utilize mobility aids (wheelchair, walker, cane, crutches, etc.) and have tickets in their possession, you may use the 8 Penn entrance located on 33rd Street and 8th Avenue for your convenience.

Facilities

Madison Square Garden is equipped with elevators that access all public areas within the facility. Any guest requiring the use of the elevators due to a disability may use them to access all seating areas. Any guest who requires elevator access to the Hulu Theater at Madison Square Garden can proceed to the Tower A elevator located in Chase Square off the 7th Avenue entrance. Additionally, guests with disabilities and their companions already in possession of their tickets may enter via the employee/disabled guest only entrance off 8th Avenue and 33rd Street and use the elevator from that location. Please see any guest experience representative or security guard, if you should require any assistance.

Escalators
There are escalators located at the main entrance of the Hulu Theater at Madison Square Garden. Please be aware that for the safety of our guests, escalators may be turned off at any time.

Women’s Restrooms
Orchestra Level: Adjacent from Sections 101 & 102
Lobby Level: Aisle B

Men’s Restrooms
Orchestra Level: Adjacent from Sections 101 & 102
Lobby Level: Aisle A

Services

Assistive Listening Devices (ALD)
Assistive Listening Devices (ALD), which operate on the FM system, are complimentary and available for guests with hearing impairments for events in the Hulu Theater at Madison Square Garden.

Visit the event manager’s office (located adjacent from Section 101 ) to arrange for the use of an ALD. You will be required to leave a driver’s license or credit card, and upon return of the device in the same condition, your collateral will be returned. Please see any guest experience representative or security guard, if you should require any assistance.

Audio Induction Loop
We have equipped the following locations with audio induction loops: Windows 4 and 14 at the Box Office.

Interpreted Performances
The Hulu Theater at Madison Square Garden is pleased to provide signed performances for the deaf and hard of hearing upon request. We will make every effort to accommodate each request with appropriate advanced notice. Please contact the Disabled Services Department for further information.

Lost and Found
Please contact our command center at 212.465.6299 to inquire about the possible recovery of any lost items. If you lost an item while at an event, please speak with an usher, security officer or guest experience representative for further assistance.

Medical Devices/Pagers
As a gesture of respect for all guests as well as for our artists onstage/in the Orchestra Pit, please ensure that cellular phones, pagers, electronic beepers (including medical alert devices) are switched off or placed into silent mode before the performance begins. If you require seating adjacent to an electrical outlet to charge a ventilator or other disability-related device, please contact the Disabled Services Department two business days prior to your event taking place so that appropriate accommodations may be made.

Security
Madison Square Garden is committed to providing a safe and enjoyable atmosphere. Any guest in need of assistance during an event should see an usher, security officer or guest experience representative. If you have any additional concerns or comments, please call the Guest Relations Department at 212.465.6225 or email guestrelations@msg.com.

Service Animals
Service animals are permitted at the Hulu Theater at Madison Square Garden. 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’re an individual bringing a service animal, we strongly recommend that you contact Madison Square Garden’s Disabled Services Department at 212.465.6034 to secure accommodative seating and a space for your service animal.

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’re an individual seeking to bring an emotional support animal, you must contact Madison Square Garden’s Disabled Services Department at least 48 hours before the scheduled event.

To be granted an animal access card, you must provide documentation on letterhead (dated within one 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 Madison Square Garden’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.

Wheelchair Escorts
Patrons with mobility impairments who may have difficulty navigating the distance between the venue entrance and their seat may request a wheelchair to transport the individual to/from their seat. This is a complementary service. Please be aware that our personnel cannot remain with you during the event, nor do we provide wheelchairs for patrons’ use throughout the duration of the event. In the event a patron requires the use of a wheelchair for the duration of the event, we recommend bringing your own wheelchair or other mobility device. The escort pick-up area is located on the south (toward 31st Street) side of Chase Square at the Tower A elevator alcove. Please allow for extra time in planning your arrival, so that you may be accommodated prior to the event start. Simply ask a guest experience representative or a security guard for assistance.

ADA FAQs

More FAQs

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