Back

Disabled Services at The Chicago Theatre

To ensure a magical experience for all patrons, the Disabled Services Department was created to fulfill the needs of the disabled community. The Chicago Theatre has made a firm commitment to providing each guest with an enjoyable atmosphere in a clean and safe surrounding, making each visit an effortless experience. The Chicago Theatre is wheelchair accessible and we have accommodations for patrons with limited mobility and visual or hearing impairments.

Contact:
The Chicago Theatre Disabled Services
Email: disabledservices@msg.com
Office: 888.609.7599 | Fax: 212.465.6649

Access

When you’re attending an event at the Chicago Theatre, we recommend that you arrive one hour prior to the scheduled event start time. Please enter at the main entrance located under the marquee on 175 N. State Street.

The elevator is located on the southeast side of the Grand Lobby at the Benton Court security doors. If you require assistance to your seat location, please ask for the house manager after your ticket has been scanned at the front doors.

Facilities

Restrooms
Please ask any of our house staff for directions or assistance:

  • Box Office Lobby on Main Level. Accessible unisex restrooms are located on the main level of The Chicago Theatre.
  • Lower Level. Accessible male and female restrooms are provided on The Chicago Theatre’s Lower Level.

Water Fountains
Water fountains are located on the main floor lobby (north side of the building next to the ATM machine) and in the Lower Level next to the men’s restroom.

Concessions
If you’re looking for pre-theatre fare and drinks, The Chicago Theatre offers a full selection of premium liquors, wines, beer, juice, bottled water, soft drinks and snacks. As long as the event is near to sold out, there are concession stands on every floor. Currently, The Chicago Theatre does not sell cooked food. For individuals with limited mobility and visual or hearing impairments, concession stand personnel will provide extra assistance in completing your transaction, upon request.

The policy for taking food and drinks into the auditorium can vary from show to show; however, bottled water is always permitted. Please ask your bartender or an usher about the event’s policy. policy. Outside food and beverages are not allowed into the theatre. However, if you require water or liquid medication due to a disability, please contact the Disabled Services Department in advance for additional instructions.

Merchandise Sales
Merchandise stands are located on the Main Floor in the Grand Lobby. Only ticketed guests will be allowed access into the Grand Lobby to purchase event merchandise. Upon the request from individuals with limited mobility and visual or hearing impairments, merchandise stand personnel will provide extra assistance in completing your transaction.

Medical
Emergency Medical Technicians are available at every event for medical emergencies. Please ask any staff personnel to assist you.

Services

Guest Relations
The Chicago Theatre’s guest relations staff is available before, during and after every event. Please feel free to speak with a representative regarding any questions, comments or concerns.

Wheelchair Rentals, Check-Outs & Escorts
The Chicago Theatre does not rent or check-out wheelchairs to patrons. Staff members are not permitted to push any guest in a wheelchair.

Wheelchair Storage
For patrons who wish to transfer to a seat from their wheelchair, we will store your wheelchair at the venue. Please alert the staff if you will need assistance during intermission. Upon completion of the event, the staff member will return your wheelchair to you at your seat.

Assistive Listening Devices
Assistive Listening Devices (ALD), which operate on the FM system, are complimentary and available for guests who are deaf or hard of hearing for events at The Chicago Theatre. These devices are available from the coat check attendant in the main lobby. You will be required to leave valid identification such as a driver’s license as collateral.

Interpreted Performances
The Chicago Theatre is pleased to provide signed performances for the hearing impaired for select events. Services are not guaranteed for every show, however, we will make a reasonable effort to accommodate each request with appropriate advance notice. Please contact the Disabled Services Department for further information.

Medical Devices/Pagers
As a gesture of respect for all guests as well as for our artists onstage/in the orchestra pit, please be reminded to 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 Chicago Theatre’s Disabled Services Department at 888.609.7599 two business days prior to you event taking place so that appropriate accommodations may be made.

Security
The Chicago Theatre is committed to providing a safe and enjoyable atmosphere. Any guest in need of assistance during an event should seek an usher, security officer or guest experience representative. If you have any additional questions or concerns, please call our Guest Relations Department at 212.465.6225 or email guestrelations@msg.com.

Lost and Found
If you’ve misplaced an item while you’re still at the theatre, please visit our coat check in the lobby. Any items found by ushers or other patrons will be taken to coat check. If you have already left the theatre, please call The Chicago Theatre’s Customer Service number at 312.462.6300 for items lost and we’ll be happy to check our lost and found for you.

TTY Service/Relay Calls
Speech and hearing impaired individuals, who have access to a TTY machine, may call the Relay Center at 711 or 800.421.1220 or your local TTY Relay Center. The Relay Center will then place your call to us and we will be happy to communicate with you through the relay service. There is no additional charge for using this service.

Service Animals
Service animals are permitted at The Chicago Theatre. 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 The Chicago Theatre’s Disabled Services Department at 888-609-7599 to request a photo ID for your animal, which will help to expedite entry and access.

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 The Chicago Theatre’s Disabled Services Department to apply for a photo ID for your animal 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 The Chicago Theatre’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.

Emergency Evacuation Procedures
The Chicago Theatre personnel have been properly trained in emergency evacuation procedures to ensure the safe evacuation of all patrons, including those guests with disabilities, in the case of an emergency. Additional emergency staff will be assigned to the accessible seating areas to provide assistance to patrons with disabilities. Please pay careful attention to their instructions.

 

ADA FAQs

More FAQs