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Accessibility Guide The National


Crystal Palace Park Concerts – The National
Crystal Palace Park, South East London, SE19 2GA.



The below paragraphs provide a welcome message from the festival organisers and an image showing the main stage.

We’ve created Crystal Palace Park Concerts for fans of world-class entertainment and escapism who want to share experiences and make new ones.

Organising this event requires extensive planning, and we hope to provide everything you need to make it as memorable as possible.

Please take the time to read this accessibility guide carefully. It contains essential information, including things to remember to bring, how to access the festival site, and the facilities available once inside.

Please remember to share this accessibility guide with your essential companion, as they must also know the information in this document.

We hope you have the best weekend!

The Accessibility Team


The following section provides a list of important updates, changes, or new features and facilities at Crystal Palace Park Concert 2024, which are detailed further under the relevant headings and sections of this guide.

  • Access routes into the festival arena.
  • Viewing spaces and platforms.
  • Sensory calm space.
  • The Accessibility Team.
  • Feedback process, providing feedback and how to get help.


This section lists all the things you need to think about or do before you leave home and the relevant documentation you will be required to bring to the festival.

We strongly recommend downloading the Ticketmaster app on your phone and preloading your ticket before arriving at the festival. This will ensure that you won’t have to worry about having a good signal on your phone at the festival. Please open your phones app store and search Ticketmaster UK.

We will need to scan the QR code on your digital ticket when you arrive to issue your wristbands.

How to Use Mobile Ticket
With mobile tickets, you have the easiest and safest way to access your event.
Step 1: Using your Ticketmaster App or mobile, login and select your event.
Step 2: View and add your tickets to your phone’s wallet in advance.
Step 3: From your phone’s wallet, show your mobile ticket at entry and you’re in.

Please check the email you should have received confirming the accessible facilities you have been pre-approved access to.

For search purposes, the email would have been sent from [email protected] and the subject line would be Crystal Palace Accessibility Approval Confirmation.

If you have not received an email, please email [email protected] with the subject line ‘Crystal Palace Confirmation Email Required’ or phone 07780934357 before leaving home.

Where approved, you will receive a vehicle/car or drop-off pass in advance via post or email. If by email, please print this. Remember to bring your pass with you. If you have received a hanger pass, please hang it from your rear-view mirror.


Please ensure you pack one of the following forms of identification with you:

  • Nimbus access card
  • Current passport
  • Current driving licence
  • Crystal Palace Festival Digital Access Pass

You will be asked to present these prior to collecting your wristbands.

If you are lucky enough to look under the age of 25, you may also be asked to show proof of age when purchasing alcoholic drinks at the bars.

Please ensure your phone is fully charged or you have a mobile charging device.


If you’re bringing prescribed medication, please ensure the following:

  • Your medication is in the correct packaging with the dispensary sticker intact and issued in the ticket holder’s name.

Please note: Loose medication or medication that’s not in the correct packaging will not be permitted into the festival unless you have contacted us in advance for prior approval (e.g. because you are unable to bring the original packaging, in which case we will request evidence in support pre-event).

All medication must be clearly labelled with the customer’s name and contact details and will only be issued to the named customer or their essential companion, where applicable.

To make storage arrangements, customers are advised to contact [email protected], in advance.

Designated refrigerated medication storage is located at the medical tent in the arena. Please speak to a member of our team who can direct you to the medical tent for storage.


If you have been pre-approved to attend Crystal Palace Park Concerts with an essential companion, please ensure they arrive with you.

Your essential companion must be present with you at check-in to receive their wristband.

Your essential companion must be willing and able to perform all your requirements, as needed, and be able to assist during an evacuation or other emergency.

If Crystal Palace Park Concerts finds evidence that your essential companion is not attending for the purpose of supporting your needs, they may be asked to leave the festival. Before taking this action, we will inform you, share the evidence used to reach our decision and discuss alternative means for your needs to be supported.


Crystal Palace Park Concerts is an outdoor event, and most of the terrain is grass. Solid pathways or hard ground are absent in some parts of the event site. Many of the stages and entertainment areas are in areas with inclines or slopes.

In the event of rain, it is important to know that the terrain will likely become muddy and wet, making it harder to navigate. We recommend using wheelchairs or mobility scooters suitable for this terrain and bring the appropriate emergency tyre repair kit.

Whilst we hope for sunshine, please pack all the gear for all kinds of weather.


We operate an accessible buggy for customers who have purchased a VIP ticket, and this service operates short-distance drop-offs from a gate near the stage, down to the VIP area which is on a lower level of the park. Please speak to a member of our team at the accessible box office to arrange for someone to take you to the VIP area.

Only you and your essential companion will be able to use this service, which is subject to availability.


The next section provides travel options to Crystal Palace Park Concerts.

The event is located at Crystal Palace Park, South East London, SE19 2GA.

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The accessibility team will be ready to welcome you at the accessibility box office. The What.3.words location for the accessible box office is: ///boom.short.singer.

Box Offices:14:00 – 21:00
Arena: 14:00 – 22:00

Crystal Palace Train Station is approximately 250 metres from the festival site.

Penge West is a 15-30 min walk. We advise any customer who struggles with long distances to arrive at Crystal Palace Train Station.

Crystal Palace Train Station has a step-free ticket office, and customers can access the platforms via a lift. The station has 24-hour staff assistance, accessible toilets, and Blue Badge parking. Please note that the car park is likely to be full on the day of the show.

Please visit the National Rail website for up-to-date station information.

Taxis will be available at Crystal Palace. The collection point will be located outside of C Gate which is just outside the entrance to the accessible box office.

The What.3.Words location for this are: ///fills.steer.pinks

To be collected from this area, we advise you to book via UberAccess. Please see the example below.

Please note, that if you are travelling to the event by car, there is no parking available onsite or in the local area. Local road closures are in place, and these will be staffed.

If you are being dropped off in a car, you should have received an accessible drop-off pass. Please make sure that the driver has the pass clearly displayed on their windscreen.

The accessible drop-off zone will be located outside of C Gate which is just outside the entrance to the accessible box office.
Once dropped off, visit the accessibility box office to collect your wristbands.

The What.3.Words location for the drop off point are: ///fills.steer.pinks


This section informs customers of the arrival and the wristband collection process.

Upon arrival, please head directly to the accessible box office to collect your event wristbands. The accessibility box office is located at C Gate.

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Please note that there will be queues at the box office and entrances to the festival arena. If you need help queuing or standing for long periods, please speak to a member of the team.

Seating and accessible toilets will be available in the box office area.

A hearing loop will be installed at the accessibility box office.

The accessibility box office is where you will have your mobile festival ticket scanned. Please have the Ticketmaster app open and ready to show your ticket and QR code. Please also have your I.D ready. You will be given your festival wristband and accessibility wristbands that grant access to your pre-approved facilities.

If you have arrived at the event and have not previously applied for accessible facilities, please contact the accessibility manager on 07780934357.

If you have a pre-approved essential companion, they must attend the box office with you to collect their wristbands. Please ensure you collect your wristbands before proceeding to the arena.

Kindly note: The box office staff are unable to change or upgrade any tickets and you will be asked to leave the area if you arrive without the correct entry ticket.

If you wish to upgrade to VIP, we can transport you to VIP Village to upgrade your tickets.

For guest ticket holders, you may collect your wristband from the accessible box office.

If you experience any problems in collecting your wristbands, please contact a member of the accessibility team on 07780934357. You can also WhatsApp a member of the team on 07780934367.


There is no re-entry to the concert. If you do need to leave the venue for an urgent reason relating to your disability, please inform the accessibility team who will be able to assist you where possible.


This section provides information regarding the accessible facilities in the festival arena and how to access them.

The distance from Crystal Palace train station to the accessible entrance is 250 metres.

Accessibility Information Hub
An information point is in the arena staffed with a team to help answer any questions you may have during the event. It’s open during the arena opening hours.

Refrigerated Medical Storage
If you have any medication requiring refrigeration, please bring it to the medical tent.

Accessible Toilets and Changing Places Unit
Accessible toilets are located around the arena toilet blocks and accessible viewing areas. Please remember to show your wristbands when a staff member asks for them. A changing places unit will be available at the main stage viewing area.

Bar Service Areas
Accessible bar lanes with lowered service areas are available at the main bars. Please look out for the wheelchair symbol at the main bars. You and your essential companion can access the lowered bar areas by using the exit lanes of the bar queues. This allows you to bypass the general queuing system.

The lanes are staffed by security and stewards; please remember to show them your wristband. Your raised viewing platform and ground-level viewing wristbands will give you access to these lanes.

You can bring limited food and non-alcoholic drinks into the arena for personal consumption. This is limited to 500ml of liquid and a clear sandwich bag. Hampers, cool bags, or boxes are not permitted.

If you need to bring a greater quantity into the arena than permitted, please inform a member of the team at the accessibility box office.

Please ask the food stall staff to assist you if you require it, and as for the bars, please show your wristband.

Cashless Payments
Crystal Palace is a fully cashless event. You can pay by debit or with credit card and digitally using your mobile phone if you have Apple Pay or Google Pay setup.

Accessible Viewing Areas
The viewing areas deliver an inclusive experience for accessibility customers. We expect all viewing area users to show kindness and consideration to others within the areas.

Raised Viewing Platform

  • There is a raised viewing platform located at the main stage.
  • The raised viewing platforms are designated for wheelchair users and those with restricted mobility.
  • Only the approved customer and their essential companion can access the raised viewing platform.
  • A wristband system will control access to the raised viewing platform.
  • In cases where a customer does not have an assigned Essential Companion, they can nominate one person to join them on the platform for the duration of the event.
  • All raised viewing platforms are equipped with ramped access, wheelchair-accessible toilets, and charging points.
  • Viewing platforms are not covered, so customers should dress appropriately for all weather conditions.
  • Crystal Palace is a fully cashless event. You can pay by debit or with credit card and digitally using your mobile phone if you have Apple Pay or Google Pay setup.

Viewing Platform Terms and Conditions

  • Limited seating is available at each platform. We cannot guarantee customers will get a seat on the platform.
  • Platforms operate on a first-come, first-served basis. Once the platform is at capacity a one in, one-out policy will be implemented.
  • Smoking, including e-cigarettes & vapes, is not permitted.
  • Staff and security reserve the right to ask customers to leave the platform if you do not behave appropriately.

Ground-Level Viewing Area

  • There will be a ground-level viewing area located at the Main Stage.
  • A designated ground-level viewing area is available for individuals who require a less crowded area and the option of sitting for short periods.
  • A wristband system will control access to the ground-level viewing areas.
  • Limited seating is available in the ground-level viewing area, and it is operated on a first-come, first-served basis.
  • All ground-level viewing areas have access to accessible toilets.
  • If required, customers may be accompanied by an essential companion in the ground-level viewing area.


Assistance Dogs
Assistance dogs will be approved in accordance with the requirements indicated on your Nimbus Access Card or Crystal Palace Digital Access Pass. A spending area will be available for assistance dogs.

BSL Interpreting Performances
A British Sign Language performance interpreting service will be provided on request by fully qualified interpreters from Performance Interpreting. They will be performing on the viewing platform of the Main Stage.

Please make sure you request this service on the Accessible Facilities Application Form.


Medics, medical care, and supplies are available in the main arena towards the main entrance. If you require urgent medical attention, please alert a member of the team who can assist you.

A welfare tent is also available where experienced and caring staff are on hand to provide confidential advice about drugs, alcohol, substances, sexual health and general assistance, counselling, and advice for anything that is troubling you.

Quiet Tent
A sensory calm quiet space will be available within the main arena.
The aim of this space is to provide a safe, low-level stimulation and recalibration zone for any customers with accessibility requirements who need to use it. The sensory calm tent will be located at the welfare tent area.

Leaving The Arena
When the main headliner concludes each evening, we recommend that customers on the viewing platform and in the ground-level viewing wait until the initial crowd has left the arena.


The following information details the team that will be onsite, how to provide feedback and how to seek help.

Accessibility Team members can be identified by their purple tabards.

Josh is the Accessibility Coordinator and will be responsible for the team and looking after you whilst onsite.

Izzy is the Accessibility Box Office Manager and will ensure your wristbands and pre-approved facilities are provided to you.

Sandy is the Accessibility Arena Manager and will ensure that all the accessible facilities in the Main Arena run smoothly. We encourage you to report any arena issues to Izzy or Josh so that a member of the team can assist you.

A team of security and stewards will be in the accessible viewing areas. They will be identifiable by their coloured, numbered tabards. They are there to keep you safe and will do their best to help you.

The whole team will work hard to ensure you have a positive experience at Crystal Palace Park and welcome your feedback about any aspect of the event.


Crystal Palace has several live reporting facilities available to customers. If you need assistance, please speak to a team member at one of the following locations:

  • Accessibility box office (on arrival) will be based at the entrance.
  • Accessible Information Hub.
  • Accessible Viewing Areas.

In addition to the in-person facilities, a phone line is available, answered by the accessibility team. The phone number is 07780934357.

You can also WhatsApp the accessibility team if you prefer. The WhatsApp number is 07780934367.

Please be aware that phone reception can be temperamental, and this may not always be the strongest. The phone may become busy at peak times, so please be patient with us. We accept text messages from those who cannot make calls due to accessible requirements.

Please note that the accessibility team will record all feedback or complaints using a central system and, if necessary, will escalate your enquiry to senior event management and event safety control. If you have a serious incident to report, please do so at the accessibility information point.

You can also provide any feedback by email to the following address: [email protected].