Wembley Stadium service information for guests with access requirements

We recognise the need to ensure the experiences we offer at Wembley Stadium can be enjoyed by as many people as possible. We’ve worked with expert partners and specialist user groups (including Level Playing Field, Sport England, Alzheimer’s Society, and Brent Council) to make sure that Wembley Stadium is a welcoming and inclusive venue to all our guests with access requirements.

FOR ALL DISABILITY ACCESS TICKETING INFORMATION AT WEMBLEY STADIUM, INCUDING THE RECENT OASIS ANNOUNCEMENT PLEASE VISIT OUR HELP CENTRE. 

Information about accessible seating

• There are 310 places for wheelchair users, each with a personal assistant/companion seat. You’ll find them on every level
• We also offer seats to guests with access requirements who do not need a wheelchair user bay. This includes guests with visual or hearing impairment, or guests with other non-visible disabilities
• There are a range of different options available, but all come with a personal assistant/companion seat
• You can read more about how to purchase accessible tickets here: Purchase Accessible Tickets & Proof of Disability.

Information about our staff

• Trained stewards and staff members are on hand to assist guests with access requirements. Each viewing platform has a dedicated steward to help if required

• Our Customer Engagement Team can be located at information desks across level 1, 2, and 5. They can help with: 

o Loan of assisted listening devices and wheelchairs
o RADAR key access to accessible toilets
o Young Visitor wristbands
o First visit certificates and stickers
o Lost and found claims
o General information on transport and local facilities
o Questions and general feedback on your experience

Information desks can be found in the following locations:

• There are 147 accessible toilets within the stadium. These are all accessed by RADAR key. If you do not own a RADAR key, please request assistance from a steward or Customer Engagement Team member
• There are now 3 Changing Places units in the stadium, located on Level 1 at Block 104 and another at Block 143 and on the 4th floor near our West Sensory Room at Box 4007. If you require access, please speak to a member of the Customer Engagement team who will be able to direct you. Please remember to bring your own sling if you require to use the hoist.
• There are lifts and escalators to the concourse and every level of the stadium to make navigation easier for our guests. Dedicated lifts big enough for two wheelchair users, personal assistants, and an attendant are also available at every entrance. To access your entrance on Level 1 outer concourse, there are 2 large lifts either side of the Club Wembley entrance, which is situated under the Olympic Steps in front of the Stadium at ground level.. Our Customer Engagement Team will be able to assist accessing the lifts.
• There are accessible queue points and lowered counters at every retail outlet
• Accessible public telephones are located on all public concourses
• You’ll find signage and visual indicators across the venue to assist with navigation
• There’s an accessible shuttle. You’ll find more information about this service at the following link: Disabled Access Shuttle
• Please click here to view our policy on assistance dogs
• Powered wheelchairs and scooters are allowed into the stadium during events. However, please be aware that: 
  
  
  
  • There’s a maximum speed of 4mph. 
  • The maximum permitted size is 1200mm long (including footplates) and 700mm wide.
    
  
  

• Walking aids (i.e. crutches, walking sticks, protective boots) are allowed into the seated areas, but unfortunately, due to the unpredictability of crowd movement on the floor, these aren’t allowed in the standing area on standing floor events such as concerts, boxing and AEW. To ensure you are booking the most suitable seat please call our disability access assistance and ticketing line on 0800 093 0824. If you already have tickets, please contact our Customer Engagement Team via our Help Centre.

  Please also note that there are a minimum of 34 steps down to the concert floor from the main concourse.

  We do not allow shooting sticks or walking sticks with seats. If you require seating, please contact our Help Centre 

• If there’s an emergency and we need to evacuate people, fire shaft lifts will continue to operate and stewards will direct and assist spectators to their nearest lift

Services and facilities for guests with visual or hearing impairment

• Induction loop facilities are available at all information desks. Please note they are only available for sporting events and are not available for concerts. 

• Guests requiring Audio Descriptive Commentary can pick up a receiver on arrival at the stadium from one of the following internal Information Booths located closest to your seat.  We do not take reservations for these headsets and commentary is only provided for sporting events.

•Wembley Stadium offers free BSL interpretation of every concert at the stadium. The interpreters are located in front of Block 123 and guests are then seated in the first three rows, giving them a guaranteed view of both the interpreter and the stage. This is offered at no extra charge to the guests and BSL users can sit with friends and family, subject to any maximum booking restriction per event.

• This is offered at no extra charge to the guests, and there is no limit to the number of tickets that can be purchased in this area, meaning a guest who wishes to use the service is not split off from their group. To learn more about this service, please watch our video here.

• Fans can use the SignVideo service to make enquiries and to purchase tickets for Wembley Stadium and FA events. A British Sign Language Interpreter will relay the conversation in real time to the Wembley Stadium disability access team. This service is offered free to all guests who request it. To learn more about this service, please watch our video here

• Our Customer Engagement Team are trained in disability awareness and have undertaken specific training to support supporters with cognitive impairment, such as Dementia. Should you require assistance at a matchday or event, please approach them at an information desk or ask a steward to direct you

• Based on your requirements, if standard seating is not suitable, please get in touch with us to purchase an accessible ticket. You can find out more here: Purchase Accessible Tickets & Proof of Disability.

Sensory and inclusion rooms

Details

• Wembley Stadium has two dedicated sensory and inclusion rooms for use on event days
• These are located on the northwest and northeast corners of Level 4.
• Each room has space for 12 guests. This can include two wheelchair users per room if required
• The rooms are suitable for guests with neurodiversity, cognitive impairment, or other sensory conditions, such as autism, ADHD, dementia, or Parkinson’s disease. Guests can sit in the seats outside the box or watch the match from within the box as required
• Each room is divided into a lounge style area with seating, alongside an immersive space containing sensory equipment. This is to assist with sensory overload and stimulation gained from being in a different environment
  
  

Booking

For Club matches, some of these spaces are allocated to the respective team in each end of the Stadium, and requests to use them will be dealt with via the respective competing Clubs. 

For all events, including England internationals, applications for tickets to access the Sensory Room will be via an event specific link that will be posted on this page, in line with sale dates. Guest can register their interest via this link below, depending on event. Please note that this is the only way to apply, and no applications can be accepted via any other route. If you require any assistance to complete the form, please contact our dedicated Customer Engagement Team on 0800 093 0824. For Deaf guests who use British Sign Language (BSL), please visit https://wembley.signvideo.net. 

If we are oversubscribed for events, applicants will be selected by random ballot. Those unsuccessful will be informed prior to the event general sale to give an opportunity to purchase tickets elsewhere in the Stadium.

We will also operate a waiting list should we get a return of tickets for the Sensory Room.

There is no additional charge to use these spaces, there is simply a ticket fee in line with the other areas of the stadium. Tickets for the Sensory Room will be priced according by event. 

Reseat request due to recent medical diagnoses/injury/pregnancy

• Should additional reseat allocation exist we will do our best on an event day to reseat guests. However, this cannot be guaranteed.
• Ticket reseats will be based on priority at the discretion of our Customer Engagement Team, not on a first come first serve basis.
• Should you require this service on an event day, please make the Customer Engagement Team aware at one of the following information points.