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Re-Opening FAQ

We are so excited to be able to welcome fans back to Times Union Center, and we want everyone to know that the health and safety of our fans is out top priority. In keeping with New York State Guidelines, we are currently operating at 10% capacity, with all of our seating pods being properly social distanced. While we know this is not the sold-out arena that we all love, this is a huge step in getting back to normal operations.

The FAQ’s below are all important pieces of information that all of our fans will need to know. We appreciate your cooperation with all of the safety measures being put in place and look forward to seeing you!

PLANNING YOUR VISIT:
Anyone entering the building will be required to present a negative COVID-19 test or proof of vaccination. PCR and Rapid Antigen tests will both be accepted. The PCR test should be taken no earlier than 72 hours prior to the event day. The Rapid Antigen test must be taken within 6 and 72 hours prior to the event. Proof must show date of test, negative result, and name of patron.

Entry to the arena will be contactless. NO PAPER TICKETS WILL BE ACCEPTED. All tickets will be mobile and should be shown from your cell phone.

ENTRY INTO THE BUILDING:
To avoid crowding, all patrons will be sent an entry time, and all entry times will be staggered. Beginning 120 minutes prior to the start of the event, patrons will be granted access to the building at their designated entry time.

Prior to entry, fans will be required to show their photo id with their negative COVID-19 test or proof of vaccination.

Fans will be required to pass a temperature check. If your temperature is above 100.4 degrees, you will not be allowed to enter, and will be eligible for a refund.

Everyone in the ticket pod must show a negative test or proof of vaccination and pass the temperature check.

Bags are not permitted in the Times Union Center. The only exception will be a small purse measuring no larger than 10” x 8” x 6”.

SAFETY PROTOCOLS INSIDE TIMES UNION CENTER:
All guests will be required to wear masks at all times while inside Times Union Center. The only exception will be while actively eating or drinking.

All eating and drinking will be done in your seat. There is no lingering on the concourse, or consuming food and drink on the concourse.

All purchases in the arena will be cashless. This includes all concession and merchandise stands. NO CASH WILL BE ACCEPTED. All stands accept all major credit cards.

TICKETING INFORMATION:

How many fans will be in attendance?
Currently we are following NYS guidelines and operating at 10% capacity. With every event operating at different capacities, the total number of people in the building will vary.

How many tickets can I buy?
In order to adhere to social distancing guidelines, tickets will be sold in pods of 2 or 4. There is no limit to the number of pods that a person can purchase, but all pods will be safely social distanced from the pods in the same vicinity.

Where can I purchase tickets?
All tickets must be purchased at www.ticketmaster.com. All ticketing will be digital, and mobile delivery will be the only ticketing option. Your tickets will be delivered via text message, and then you will be able to add your tickets to your Ticketmaster account.

Where are seats located?
All pods will be located in both the 100 and 200 level of the arena. Ticket pods will all be separated by a minimum of 9ft.

Will ADA seats be available?
Yes, ADA seats will be available. Those eligible to purchase ADA tickets may call (866) 308-3394, Monday – Friday during normal business hours.

How will I get my tickets?
Tickets will be delivered via mobile delivery. You will receive a text message or email with a link to your tickets.

Can I get Paper Tickets?
No. There will be no paper tickets in order to accommodate a contactless entry. All tickets will be delivered via mobile delivery.

Can I leave tickets at will call?
No. Will Call will not be available.

Can I transfer tickets to someone else?
No. Tickets can not be transferred. In order to obtain all proper contact tracing information, tickets will not be able to be transferred.

What if I bought my tickets on the secondary market (i.e., StubHub, VividSeats, etc.)?
Tickets purchased on the secondary market will not be valid. Since ticket transferring will not be allowed, there will be no way for a secondary market to transfer you tickets.

What is the refund policy?
We understand that there are several factors that go into being able to attend an event in these times. That being said, refunds will be available for certain circumstances.

  • If your COVID-19 test comes back positive, or a person in your pod has a positive test result you are eligible for a refund.
  • If you are symptomatic the day of the event, or a person in your pod is symptomatic you are eligible for a refund.
  • If you fail the temperature check once at the event, or a person in your pod fails the health screening or temperature check you are eligible for a refund.

TESTING REQUIREMENTS:

What are the testing requirements for attending an event?
All guests in the ticket pod need to present proof of a negative COVID-19 test or proof of vaccination. Tests must be taken within 72 hours of the day of the event. Rapid Antigen tests must be taken at least 6 hours prior to the start of the event. 

Each test needs to have the appropriate matching photo ID to the name on the test result.

Anyone 18 years or older must present a government issued ID such as a drivers license or passport. Those younger than 18 may use a government issued ID such as a birth certificate, school id, locally issued id, social security card or passport.

Everyone, regardless of age, must present a negative COVID-19 test or proof of vaccination.

Will Times Union Center Be Offering Tests?
There will be designated times that the Times Union Center will be offering COVID-19 Saliva tests for ticket purchasers.

Times Union Center is working with Quadrant Biosciences and Upstate Medical to offer COVID-19 Saliva tests for $40.

Specific testing dates can be found on each event page where applicable. 

What kind of test do I have to take?
PCR COVID-19 tests and Rapid Antigen tests will both be accepted as well as proof of vaccination. 

Will I get refunded if my COVID-19 test comes back positive?
If a guest tests positive, or a member of the ticket pod tests positive than they will be able to request a refund for their ticket to the event.

How will I need to present my test results?
You can either display your test results on your smartphone or present a printed copy.

Your results document must be directly from the test provider that performed the test.

What if I can provide proof that I have received a COVID-19 vaccine, do I still need to present a negative COVID-19 test result?
No. As of April 1st proof of vaccination will be accepted to enter the building. 

Will children have the same requirements – temperature check, a negative PCR COVID-19 test and government issued ID?
Yes. Everyone attending an event is required to provide a negative COVID-19 test or proof of vaccination, provide matching government issued ID and complete a health screening that includes a temperature check.

Event Day Information:

What safety protocols are in place at Times Union Center?
Temperature check upon arrival.

Proof of from a healthcare provider of a negative COVID-19 taken within 72 hours of the day of the event or proof of vaccination with an appropriate ID matching the name on the test result.

Designated entrances based on seat location to minimize crowds.

Appropriate social distancing throughout the venue, including seating pods, concession lines and restrooms.

One way traffic flow on concourse to eliminate traffic congestion, this includes one way entrance and exit to restrooms.

Mandatory face masks at all times while in the arena. The only exception will be while actively eating or drinking at your seat.

Cashless transactions

All eating and drinking must be done in your assigned seat. No eating or drinking on the concourse.

Usage of mandated MERV-13 air filters

Cleaning and disinfecting of high touch surfaces throughout the event.

EPA approved cleaning products readily available for employees and guests.

Hand sanitizer stations located in all restrooms, and all over the concourse.

What will the health screening process look like when I arrive?
Guests will be assigned an entrance time.

Once here, guests will be asked to present their negative COVID-19 test or proof of vaccination, with matching government issued ID.

Guests will have their temperature taken.

Once the temp check is passed, guest will proceed to the entrance to have their digital ticket scanned.

What is the policy regarding face coverings?
All guests are required to wear proper face covering over their nose and mouth at all times. Exception will be made while actively eating or drinking in their seats.

Guests who refuse to wear proper face covering will be asked to leave the venue.

Refunds will not be issued if you refuse to wear a face covering.

What if I register a temperature above 100.4 degrees during the health screening?
Any guest who registers a temperature above 100.4 degrees will not be permitted entrance into the arena. Patrons will be able to request a refund if they are denied admittance due a failed temperature screening.

What if I do not feel well on the day of the event?
If you are symptomatic, we ask that you please stay home, and you will be able to request a refund for your ticket to the event.

Where will I enter the arena?
The three main entrances to the arena will all be open.

Can I bring a bag?
To help us provide a safe experience we are asking guests not to bring bags. We will make an exception for a small purse, no larger than 10” x 8” x 6”.

Will merchandise be available for purchase?
Merchandise will be available for purchase on an event-by-event basis. All merchandise transactions will be cashless, all major credit cards are accepted.

Will restrooms be accessible throughout the venue?
All restrooms are open and available. There are large restrooms located at 3 of the four corners of the arena. Each restroom will be one way in and one way out to assist with traffic, and social distancing will be followed in each.

Will food and beverage be available for purchase?
Yes, food and beverage will be available for purchase. Each side of the arena will be offering the same food, so there is no need for guests to meander around the concourse looking for food options.

All food and beverage transactions will be cashless. We will accept all major credit cards.

All food and drink must be consumed in your assigned seat. You will not be permitted to eat or drink on the concourse, and masks must remain while you are on the concourse and in line.

What if I still have more questions?
If you have additional questions you can email us at info@timesunioncenter-albany.com or message us on Facebook @tucenter.

WE CAN’T WAIT TO SEE YOU!

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