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Frequently Asked Questions (FAQs)

How Do I Book Tickets Online?

If you are booking your tickets online and aren't already registered with our online booking service then you need to set up an account. We recommend you do this in advance so you are pre-registered and account is set up for you - click here to register - if this doesn't take you directly to the log in screen you will need to return to the home page and click "sign up" in the blue box.
 
Why Do We Charge Booking Fees?

The booking fee is the charge made by the FlyDSA Arena for booking tickets through our Box Office.

The event promoter keeps the ticket money and this is why booking fees are highlighted as separate charges and not built into the ticket price. The venue does not set or keep the ticket price, this is set by the promoters of the event who have hired the venue to host their show.

FlyDSA Arena is part of a not-for-profit organisation, Sheffield City Trust. Any money generated from ticketing and hosting events are reinvested into the Trust’s venues and activities. The charges we make are there to cover the costs of our ticketing service, for example the costs of the ticketing software, call centre and our colleagues, the cost of postage and organising collection facilities.

Unless stated  tickets purchased online or through the ticket hotline are subject to a 12% booking fee and all tickets purchased in person from the Arena box office are subject to a 5% booking fee.

The ASA (Advertising Standards Agency ) have recently made it very clear via their CAP (Committee of Advertising Practices) compliance arm that any and all fees must be advertised and otherwise made clear to the customer up front. A full explanation of this is available here http://www.legislation.gov.uk/uksi/2012/3110/made .

Please note that once the sale has been confirmed, there will be no refund or exchange available from this point, unless there is a cancellation of the event. 
 

What is the Fulfillment Fee?

Ticket fulfillment is the charge made by FlyDSA Arena for getting the ticket to you.

The venue does not set or keep the ticket price, this is set by the promoters of the event who have hired the venue to host their show.

The event promoter keeps the ticket money and this is why fulfilment fees are highlighted as separate charges and not built into the ticket price.

The charges we make are there to cover the costs of our ticketing service, for example the costs of the ticketing software, call centre and our colleagues, the cost of postage and organising collection facilities.

FlyDSA Arena is part of a not-for-profit organisation, Sheffield City Trust. Any money generated from ticketing and hosting events are reinvested into the Trust’s venues and activities.

Our ticket fulfillment options are detailed below along with the relevant charges. Wherever possible we will make all options available but there may be some shows that don’t have all fulfilment options available and these will be displayed at the time of booking.

Print At Home – there is no charge if you decide to print off your own tickets. Please ensure that you have the relevant equipment to be able to print your own tickets. If you are unable to print your tickets after selecting this option you will be charged the full fulfilment fee

Post – tickets will be posted second class to the address of the credit card holder at a cost of £2 per order. The date of posting will vary from show to show, with further information available in the booking information section of the event you are booking for.

Collection from Box Office – the cost of collecting your tickets from the Arena Box Office is £1 per order. Please ensure that the card used to book the tickets is presented by the card holder when collecting tickets, further information available here .
 
Why Has My Card Been Declined?

If you receive an error code reading AVS error, this is due to the fact that the address you have entered does not match that of your payment card. Please note that our ticketing system will only authorise debit/credit cards if the full name and address details match where the card is registered, therefore we will need the full name and address of the card holder. If this is incorrect, the card will decline and we will not be able to process a sale.

Please Note: This may result in your account being ‘tagged’ for that amount, this is not a charge and will be removed by your bank within 3 to 7 days.
 
Can I Purchase Tickets At A Concessionary Rate?

The event promoter sets the ticket prices and in most instances concessions aren't available. However, if you are purchasing concessionary tickets you may be asked to provide evidence that you are entitled to purchase tickets at the concessionary rate when your tickets are checked as you enter the venue - if you are unable to provide this evidence you will not be admitted into the venue and will be required to purchase tickets at full price.
 
Please note that the age at which a child to qualifies for concessionary rates varies from event to event, therefore please check the age limit on the specific events page before booking.
 
For Sheffield Steelers Ice Hockey fixtures at the FlyDSA Arena children aged under 5 years are free but still requite a ticket which can be booked at the box office. Children aged between 5 years and 15 years are entitled to purchase a concessionary children's ticket, anyone aged 16 and above is required to purchase a full priced adult ticket unless they are entitled to other concessions.
 
Call the Box Office (0114 256 56 56) or check the website to identify which events have concession tickets available and what the terms are.
 
Can I Select My Own Seat?

For events at the FlyDSA Arena you will have the ability to select your own seat. When using this facility, you are unable to select a group of seats that will mean one seat is left on its own as a 'single seat' to sell. If you do not wish to select your own seat you will have the option to purchase the 'best seat available' by clicking on the tab above the seating plan.
 
I have an error message when booking tickets online?

If you have booked tickets online through the FlyDSA Arena web site and when you receive a message from outlook that says "failed the fraud detection checks" at the time you receive your confirmation email please be aware this is a known error with Outlook - microsoft have provided a fix for this and you can access this on the following link.
 
Don't be concerned there isn't an error with your booking.
http://answers.microsoft.com/en-us/outlook_com/forum/oemail-osend/be-careful-this-sender-failed-our-fraud-detection/c1712db2-00ab-4e61-8ede-d20aa6486f45
 
Can I Print My Tickets At Home?
 

You can print your tickets at home by selecting the print at home option (if available) when booking online – please note usual booking fees still apply. For more information on our booking fees click here.

When you book tickets using Print at Home you will be automatically emailed your tickets to the email address you entered at the time of booking. Your tickets will be attached to your order confirmation email, called Tickets.pdf - you will need Adobe Acrobat to open & print your tickets.

The confirmation email is for your records only, you will only be able to access the venue upon production of the printed paper tickets as they hold your unique bar code that will be scanned by our stewards – tickets cannot be scanned from your phone and must therefore be printed. 

If the attachment is not with the email check your junk email folder and/or anti-virus settings in case the tickets have been removed.

You will need Adobe Acrobat to print your tickets. Once downloaded you will need to print your tickets as this doesn’t happen automatically and bear in mind that you may not be able to print from a mobile device or if your computer is not connected to a printer.

Do take care when deciding to use the Print At Home option. If you select this option and are unable to print you will need to organise duplicate tickets with the Box Office and will be charged a fulfilment fee.

Occasionally the print at home option may not be available on a show - if this is the case you will be given alternative options at the time of booking.

You can check your order in ‘My Account’ of the box office ticketing system by clicking here.

You can also use the print at home option to book your car park tickets up until the day of the show. Again you must ensure that you have the ability to print your parking ticket before you purchase tickets using this option.

If you do not print off and present your pre-paid ticket to the attendant upon entry to the car park you will be required to pay the more expensive pay on the day car park rate to access the car park. You will then be able to claim back the money paid for the original booking at the cheaper advanced rate from the box office - details of this process will be given to you by the car park attendant.
 

I've Forgotten My Password, what should I do?


If you have forgotten your password needed to purchase tickets, please call the box office internet help line on 0870 1213676 or click here to request your password to be emailed to you.
 
For more information on booking your tickets for events at the FlyDSA Arena, click here.

 


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