Radio City Music Hall | FAQs

Radio City Music Hall FAQs

Our Commitment to Your Health & Safety

We are thrilled to welcome you back to Radio City Music Hall!

This is the moment we have been waiting for – to open our doors and do what we do best. Live entertainment is the backbone of the arts in New York City, and its return is so important to our city’s recovery. Radio City Music Hall is ready to rock! Your health and safety remain our top priority, and we have worked closely with state and health officials to ensure we have the strongest operating protocols with the goal of providing a safe and enjoyable experience.

Last Updated: June 15, 2021 | 1:15 p.m. ET: Please note that all restrictions and requirements are subject to change, so continue to check back here closer to your event date for current guidelines.

What Do I Need To Know?

Welcome back! We are committed to the goal of providing all of our guests a safe and enjoyable experience. We appreciate your cooperation!

Here are some of the most important things you should know.

Planning your visit:

  • Guests will need to be fully vaccinated for upcoming events at Radio City Music Hall, meaning the day of your event must be at least 14 days after your second dose of the Pfizer-BioNtech or Moderna COVID-19 vaccine or at least 14 days after your single dose of the Johnson & Johnson’s Janssen COVID-19 vaccine. The only exception is for children under the age of 16, who may provide proof of a negative antigen COVID-19 test, negative PCR COVID-19 test or full vaccination.
  • Radio City Music Hall welcomes the New York State Excelsior Pass, which provides secure, digital proof of COVID-19 vaccination or negative test results. You don’t have to be a New York resident to use Excelsior Pass – anyone who received a COVID-19 vaccine or negative test result in the state of New York is eligible. For more information on Excelsior Pass, visit: https://epass.ny.gov
  • All tickets are digital and can be accessed and displayed via the Ticketmaster App. Make sure you download the Ticketmaster App (Download: App Store | Google Play) in advance to facilitate contactless entry.

A new way to enter:

  • To control crowd flow, doors will open at least 90 minutes prior to the event.
  • To minimize traffic, guests will be directed to recommended entrances based on seat locations – this information will be clearly displayed on your digital ticket.
  • On the day of the event, guests will have to provide proof of full vaccination on their smartphone, by presenting a physical copy or through the New York State Excelsior Pass – or for children under 16, a negative antigen COVID-19 test, or a negative PCR COVID-19 test, or full vaccination – along with an appropriate ID matching the name on your documentation.

Safety protocols inside the venue:

  • Face coverings are not required for fully vaccinated individuals while inside Radio City Music Hall. Unvaccinated children will need to wear face coverings, except while actively eating or drinking.
  • Bags are not permitted in the venue, with the exception of personal items such as small pocketbooks and purses, no larger than 10”x 8”x 6”.
  • For food and beverage and merchandise, we are offering cashless options for in-venue purchases via credit cards and mobile payment  (Apple Pay and Google Pay).

Ticketing Information

What are the seating options? Will there be social distancing between groups?

In order to welcome as many guests as possible, Radio City Music Hall is complying with New York State mandates that require all guests to be fully vaccinated for venues to accommodate 100% capacity. We believe that as more people get vaccinated, the State will adjust these requirements, which may affect ticketholders. Guests should continue to check their specific event’s requirements as the event approaches.

We are also following all State guidelines for hosting a fully vaccinated audience, which means there will not be social distancing between groups and guests will not be required to wear face coverings. Unvaccinated children will have to wear face coverings, except while actively eating or drinking.

Will there be ADA seats available?

Accommodative seating for those eligible to purchase tickets may be secured by contacting the Madison Square Garden Disabled Services Department at 888-609-7599, Monday through Friday during normal business hours.

How will I get my tickets? Can I get paper tickets? Can I leave tickets at Will Call?

To facilitate contactless entry, only digital tickets are accepted and all guests should download the Ticketmaster App in advance to display their ticket. There will be no Will Call available at Radio City Music Hall.

Do I need to have a smartphone to display my ticket to enter the event? Can I show more than one ticket on the same phone?

Yes, digital tickets must be presented on your smartphone via the Ticketmaster App, which should be downloaded in advance. Guests can display more than one ticket on the same smartphone.

Can I transfer my ticket to someone else?

Tickets can be transferred via the Ticketmaster App. As a reminder, on the day of the event each guest must present proof from a healthcare provider of their COVID-19 vaccination, or for children, proof of a negative antigen COVID-19 test, negative PCR COVID-19 test, or full vaccination.

What is the refund policy? How do I request a refund?

Please contact Guest Relations at: 212-465-6225 or guestrelations@msg.com regarding the refund policy for your specific event or for any additional questions regarding event policies.

Please note that any ticketholder without proof of full vaccination, or a negative COVID-19 test if under the age of 16, will not be permitted in the venue.

Additional Ticketing Information

Box office. Our Box Office is currently closed.  For any questions regarding refunds for tickets bought through the Box Office, please call 212 465-6225.

Children’s tickets. If you’re taking your little one who has reached their second birthday to an event at Radio City Music Hall they are required to have a ticket. Note, for certain family events, children who have reached their first birthday require a ticket. Any child attending without a ticket under these policies may not occupy their own separate seat and must sit on a parent or guardian’s lap.

Lost or stolen tickets. If you’ve lost your tickets or they’ve been stolen before your event takes place, please return to your point of purchase for assistance.

Ticket resales. Please note that New York law prohibits the resale of tickets within 1,500 feet from Radio City Music Hall. Unlawful resale can be punishable by fine and/or imprisonment.

 

 

COVID-19 Vaccination and Testing Requirements

What are the vaccination or testing requirements for attending an event?

Fully vaccinated individuals are eligible to attend any event at Radio City Music Hall. The day of your event must be at least 14 days after your second dose of the Pfizer-BioNtech or Moderna COVID-19 vaccine or at least 14 days after your single dose of the Johnson & Johnson’s Janssen COVID-19 vaccine. The only exception is for children under the age of 16, who may provide proof of a negative antigen COVID-19 test, negative PCR COVID-19 test, or full vaccination. Please note, your child’s antigen COVID-19 test must be taken within six hours of the event start time or the PCR COVID-19 test must be taken within 72 hours of the day of the event.

Your documentation needs to be directly from the healthcare provider that performed the vaccination or test, and you can display your proof on your smartphone or present a physical copy. In addition, Radio City Music Hall now welcomes the New York State Excelsior Pass, which provides secure, digital proof of COVID-19 vaccination or negative test results. You don’t have to be a New York resident to use Excelsior Pass – anyone who received a COVID-19 vaccine or negative test result in the state of New York is eligible. For more information on Excelsior Pass, visit: https://epass.ny.gov. To help us ensure a fast and efficient entry, we ask that guests using the Excelsior Pass Wallet app download the app in advance and log in prior to your visit so you have access to your documentation before arriving at the venue.

For all options, anyone 18 years or older must also present a government-issued ID such as driver’s license or passport. Those younger than 18 may use a government-issued ID, birth certificate, social security card, school ID, or locally-issued ID.

Please note that all restrictions and requirements are subject to change, so continue to check back here closer to your event date for current guidelines.

 

 

Onsite Experience Questions

What safety protocols are in place at Radio City Music Hall?

Your health and safety remain our top priority, and we have worked closely with state and health officials to develop the strongest operating protocols with the goal of providing a safe and enjoyable experience.

For fully vaccinated events, all guests must provide:

 •  Proof from a healthcare provider of full COVID-19 vaccination. The day of your event must be at least 14 daysafter your second dose of the Pfizer-BioNtech or Moderna COVID-19 vaccine or at least 14 days after your single dose of the Johnson & Johnson’s Janssen COVID-19 vaccine.
•  Children under the age of 16 may provide proof of a negative antigen COVID-19 test, negative PCR COVID-19 test, or full vaccination.
•  Appropriate ID matching the name on your documentation.

Other protocols include:

•  Recommended entrances based on seat locations, to minimize traffic
•  Mandatory use of face coverings for unvaccinated children, except while actively eating or drinking
•  Cashless options for transactions for in-venue purchases
•  Usage of mandated MERV-13 air filters
•  “Always-on” cleaning and disinfecting of high touch surfaces throughout venue
•  EPA approved cleaning products readily available for employees and guests
•  Hand sanitizer dispensers located throughout the venue

Guests who are permitted entry to Radio City Music Hall, and subsequently refuse to comply with or violate our policies, will be asked to leave and their tickets will not be refunded.

What is the requirement for children to attend an event?

Children under the age of 16 will be permitted to attend fully vaccinated events if they provide proof of a negative antigen COVID-19 test, negative PCR COVID-19 test or full vaccination, and are accompanied by a vaccinated adult. Unvaccinated children will need to wear face coverings, except while actively eating or drinking.

What is the policy regarding face coverings?

Face coverings are not required for guests at fully vaccinated events. Unvaccinated children will need to wear face coverings, except while actively eating or drinking.

Where will I enter Radio City Music Hall?

To help facilitate a seamless entrance to Radio City Music Hall, we have opened multiple entrances. Your digital ticket will have information on which entrance to use based on your seating location, and we ask all guests to please use your recommended entrance location.

Can I bring a bag?

To help provide a safe experience, guests are not permitted to enter with bags larger than 10”x 8”x 6”. Small pocketbooks/purses are permitted. For guests with additional needs, please contact Guest Relations at: 212-465-6225 or guestrelations@msg.com.

Will merchandise be available for purchase?

Merchandise may be available for purchase at your event. We are offering cashless options for merchandise transactions, using credit cards or mobile payment, including Google Pay and Apple Pay.

Will food and beverage be available for purchase?

Food and beverage is available for purchase. Please note that we have cashless options for food and beverage transactions, allowing you to use your credit card or mobile payment, including Google Pay and Apple Pay.

Can I still use cash to make in-venue food and beverage and/or merchandise purchases at Radio City Music Hall?

Yes. As part of our health and safety protocols we are offering cashless transaction options for all in-venue purchases, however cash is also accepted at several designated locations in Radio City Music Hall.

Will restrooms be accessible throughout the venue?

Restrooms are open and available in multiple locations throughout Radio City Music Hall. We have made a number of modifications as part of our comprehensive health and safety protocols to our restrooms, including extensive deep cleaning.

What if I still have more questions?

If you have any additional questions please feel free to reach out to Guest Relations at: 212-465-6225 or  guestrelations@msg.com.

 

 

Other FAQs

Alcohol Serving and Consumption

For most events at Radio City Music Hall, alcoholic beverages are available for purchase. Radio City Music Hall staff is trained in the nationally recognized T.E.A.M. (Techniques for Effective Alcohol Management) Training program for responsible alcohol management. All guests may be required to show ID to purchase alcohol. Guests are not permitted to bring in alcoholic beverages from outside and may not leave with alcohol purchased inside Radio City. Management reserves the right to refuse the sale of alcohol to any guest.

Please be aware that it is the policy of The Madison Square Garden Company to require all guests who appear to be forty (40) years of age or younger to present a valid form of ID with proof of age in order to purchase alcoholic beverages at Madison Square Garden, Radio City Music Hall, The Beacon Theatre or The Chicago Theatre. Pursuant to applicable State law, we accept only the following forms of identification:

  • A valid driver’s license or non-driver identification card issued by the United States Government, a State Government, Commonwealth, Possession or Territory of the United States or a Provincial Government of Canada (except Canadian ID other than a valid passport will not be accepted at the Chicago Theatre)
  • A valid passport
  • A valid U.S. military ID

Animals

We love animals as much as you do, however, only service animals are permitted inside Radio City Music Hall. Please visit our Disabled Services page for our rules and regulations.

Bag Policy

To help provide a safe experience, guests are not permitted to enter with bags larger than 10”x 8”x 6”. Small pocketbooks/purses are permitted. For guests with additional needs, please contact Guest Relations at: 212-465-6225 or guestrelations@msg.com.

Cameras/Photography

We want you to be able to re-live the epic experiences you have at our venues, however, camera equipment can get in the way of your fellow fan’s enjoyment.

To respect all our guest’s experiences, video cameras, monopods, tripods, selfie sticks, audio recording devices and professional cameras (those including telephoto or zoom lenses) will not be permitted inside Radio City Music Hall.

There are also instances when the artist prefers to perform in a phone-free environment; meaning cellphones, smart watches, cameras and recording devices will be prohibited.

For the Christmas Spectacular: For the safety of the performers and animals and as a courtesy to your fellow patrons, please refrain from cell phone use, including photographing, filming, or texting. Silence and put away all cell phones for the duration of the show.

Christmas Spectacular Starring the Radio City Rockettes® Presented by Chase

Embraced by generations of families, the Christmas Spectacular Starring the Radio City Rockettes is a one-of-a-kind tradition where the magic of Christmas in New York comes alive. The production features stunning Rockettes dance numbers, magnificent costumes and state-of-the-art technology.

Code of Conduct

  • Guests shall be respectful of others around them.
  • Guests shall avoid blocking the view of other guests.
  • During some concerts, the artists may request that guests be permitted to stand immediately in front of their seats during the entirety of the performance. On those occasions, standing guests shall continue to be respectful of others around them and avoid blocking the view of other guests.
  • Guests shall not interfere with the event, the performers or the athletes in any way.
  • Guests shall refrain from using foul/offensive language, fighting, obscene gestures, throwing objects and engaging in other behavior detrimental to the experience of other guests.
  • Guests shall not stand on seats or any other building structure.
  • Guests shall not block the aisles.
  • Guests shall not occupy a seat or remain in an area for which they do not possess a valid ticket and shall provide their ticket upon request.
  • As required by the City of New York, guests shall not smoke anywhere in our facilities.
  • Guests who consume alcoholic beverages shall do so in a responsible manner.
  • Guests are encouraged to report inappropriate or offensive behavior to an Usher, Security Officer or Guest Experience Representative.
  • Guests shall comply with requests from arena staff regarding arena operational and emergency procedures.

The Radio City Music Hall Staff has been trained to intervene when deemed necessary and to use their best discretion to help ensure that guests who ignore the Code of Conduct do not interfere with other guests’ ability to enjoy an event. Guests who violate the Code of Conduct may be subject to ejection without refund and, to the extent their conduct constitutes a violation of law, may be subject to arrest. We thank you for your cooperation.

Disabled Services

Meeting the needs of our guests with disabilities at Radio City Music Hall is a never-ending commitment—we want to make your visit with us an enjoyable and unforgettable experience. Please visit our Disabled Services page for a full range of our accommodations, programs and policies.

Emergency, In Case Of

Radio City Music Hall is committed to providing a safe and enjoyable atmosphere for all our guests. If there is an emergency, you can either call the security office at 212.465.6501.

Families

Baby changing facilities. All restrooms are equipped with baby changing stations.

Strollers. You may bring strollers to events; however, please understand that they must be collapsible and fit comfortably under your seat. You may also check your stroller—free of charge.

Nursing mothers. A mother may nurse her little one in any public location where she is comfortable and authorized to be (breast pumps are permitted). Nursing mothers seeking more discreet accommodations are welcome to use the family restrooms.

First Aid

The safety and well-being of our guests is very important to us—if you begin to feel ill or find that you require medical assistance, please see an usher immediately.

Radio City Music Hall is equipped with Automatic External Defibrillators (AED) which are located throughout the building. Designated employees, including our medical staff, have been properly trained and certified to use AEDs.

Lost and Found

Whether you misplaced something before, during or after an event, we’re here to help. Please contact our security office at 212.485.7200 or speak with an usher or guest experience representative for further assistance.

Outside Food and Beverage

We’re all for you grabbing a bite to eat or a drink before making your way to Radio City Music Hall for your event, however, any outside food and beverages (including cans and bottles) are not permitted inside.

Parking

Find parking for your event through ParkWhiz, the Official Parking App of Radio City Music Hall, and book your space today. Click here to explore nearby garage and lot locations.

Prohibited Items

Prohibited Items

In addition to the above mentioned items, there are a few things that are not permitted inside Radio City Music Hall:

* Weapons/Firearms/Knives
* Laser Pens
* Pepper Spray/Mace
* Signs and Banners
* Alcohol
* Selfie Sticks
* Video Cameras/Recording Devices
* Outside Food & Beverages
* Glass, Cans, Aluminum Bottles
* Hoverboards/Skateboards

Security

At MSG, we place the safety and security of our guests above all else. For that reason, we continuously assess and upgrade security measures across all of our venues, including the recent introduction of more rigorous bag screenings.

Please plan ahead and allow yourself enough time to pass through security. Thank you in advance for helping us create a safe environment for you and our guests.

Smoking

In compliance with New York City regulations, there is no smoking, including electronic cigarettes, permitted anywhere in Radio City Music Hall. This policy is strictly enforced. Violation of this regulation is grounds for ejection.

 

 

*Please note that all restrictions and requirements are subject to change, so continue to check back here closer to your event date for current guidelines.

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