FAQs

ON THIS PAGE:

COVIDSafe Settings

What measures are in place to keep guests safe? 

Melbourne & Olympic Parks (M&OP) is committed to keeping guests safe and delivering COVIDSafe events.

Everyone who enters an M&OP venue has a responsibility to help maintain a safe and welcoming environment for other guests, staff, and athletes/performers.

M&OP operates in accordance with Victorian Government public health measures and is committed to creating a COVIDSafe environment.

Guests are required to comply with all relevant public health measures in place when attending an event at M&OP.

These measures are subject to change, and the public health measures in effect at the time of purchase may differ to those in effect at the time of the event.

Read more about proof of vaccination, mask requirements and checking in.

Will I need to be vaccinated to attend an event at the M&OP precinct?  

Attendees aged over 12 years and two months must have received two or more doses of an approved COVID-19 vaccine, or have valid proof of medical exemption, to attend events at M&OP.

Guests will be required to provide proof of vaccination (or exemption) to enter the venue.   

You can add your COVID-19 digital certificate to the Services Victoria app through MyGov or the Express Medicare Plus App.  

Proof of vaccination can also be shown through the Medicare app, or your smartphone wallet. You can also present a printed copy of your digital certificate or immunisation history statement, or evidence of a valid exemption.  

Do I need to wear a mask?  

Masks are recommended to be worn where you cannot keep 1.5m apart from others.

Will I need to check-in?  

All guests must check-in prior to entry using the QR codes at their designated gate.  Manual check-in will be available for guests without a smartphone.

Are there other COVIDSafe settings I should be aware of?  

  • Due to check-in requirements at the point of entry, we recommend arriving early to avoid any delays in accessing the venue.  
  • Do not attend if you are feeling unwell or are required to isolate as directed by the Victorian Department of Health. 
  • Physical distancing of 1.5 metres should be observed throughout the venue wherever possible, including when queueing, using venue facilities and moving about the venue.  
  • John Cain Arena is now operating in a totally cashless environment.  
  • When exiting, please wait for the rows closest to the exits to depart first.  

Parking  

Can I park at M&OP?  

Guests attending the precinct can access the Eastern Plaza Carpark via Entrance D (Olympic Boulevard).  

We strongly recommend pre-booking your parking here

Bookings close at midnight the night before the event. Drive-up spaces are limited and subject to availability.

What if parking is sold out?  

If M&OP car parks are sold out or unavailable, a number of private and public street car parks operate in close proximity to the precinct.

Can I leave and re-enter if I’ve pre-booked parking?   

No, pre-booked parking allows for one entrance and exit per booking. If you take your car out of the car park, your spot might be given to someone else. If you need to re-enter, you’ll be charged the full drive-up amount on the day. 

What time should I make the booking for?   

Bookings should be made for the time you plan to enter and exit the carpark. Make sure to arrive and leave within an hour of the times nominated on your booking. If you don’t, you may be charged additional fees. 

What should I do if I’ve pre-booked and left my credit card at home?   

Speak to one of our attendants or press the help button upon arrival toretrieve your booking. Photo ID or additional proof of purchase will be required. 

How do I book accessible parking?  

Accessible parking must be pre-booked via Ticketek’s Accessible Bookings Hotline:  

  • Reach them by phone on (03) 9286 1208, or;  
  • Submit a request to be contacted online here 

We recommend parking is booked in advance to avoid disappointment.   

Please note, there are a limited number of accessible parking bays located at John Cain Arena (on Olympic Boulevard). 

How do I cancel my booking?  

If you’ve registered online, you can log in and cancel your booking.  

If you don't have an online account, click on ‘Manage my Booking’ and enter your email and booking number to cancel.  

If you no longer need your booking, you must cancel at least 24 hours before the event. 

Cloaking

Will cloaking facilities be available? 

Cloaking is no longer available, so any prohibited items will need to be disposed of prior to entry. 

Guests should read and understand the venue Conditions of Entry prior to booking tickets and attending events. 

Can I bring a backpack? 

For sporting events at AAMI Park and John Cain Arena, any item or bag that is too large to fit under a seat is not permitted, and a limit of one bag per person applies. 

For all other events at M&OP venues, backpacks and other large bags are not permitted. All other bags should be equivalent in size to an A4 paper , or smaller. 

Please refer to your event page for specific bag conditions. 

Can I bring a camera? 

Small, handheld personal cameras are permitted. However, cameras with a detachable lens are not permitted. 

In some instances, cameras may be banned entirely, or event hirers may request that guests refrain from taking photos and videos during the event. 

Please refer to your event page for specific camera conditions. 

Can I bring a pram? 

Prams are not permitted into Rod Laver Arena, Margaret Court Arena or John Cain Arena. 

For children's and family events, pram parking is available. 

Prams are permitted into AAMI Park for sporting events only, but must be folded under your seat. 

Please refer to your event page for specific pram conditions. 

Ticketing

How do I book tickets? 

All tickets to our events must be booked via our exclusive authorised ticket seller, Ticketek

Only valid tickets purchased through Ticketek will be guaranteed access to venues. 

If you have purchased a ticket through an unauthorised seller you may be denied entry and should consult the seller directly. 

Please note, Australian Open tickets are booked via Ticketmaster. 

How do I know where my seats are located? 

Ticketek will display a seating map prior to checkout which will show which section of the venue your ticket applies to. Your ticket will include your section, row, and seat number.

Once you have completed your purchase, you are unable to change your seating allocation. 

How will my tickets be delivered? 

All tickets are mobile-only. 

Hard copy tickets are no longer available to be purchased for new events. 

Mobile tickets are delivered electronically to your compatible smart device, and these can be shared with your party. 

Just open up your ticket and M&OP staff will scan it upon entry to the venue. 

Where are my mobile tickets stored? 

Mobile tickets are stored in your Apple Wallet, the Ticketek App or your Ticketek account once you have completed your purchase. 

When will I receive my mobile tickets once I have purchased? 

The timeframe for mobile ticket release is determined by the event organiser and may be delayed for release closer to the event date if not issued immediately at the time of purchase. 

What do I do if my mobile ticket won't come up on my phone, my battery is dead, my screen is cracked or I left my phone at home? 

Please see an M&OP staff member at the box office upon arrival for assistance. 

I don't have a mobile phone. Can I still purchase a ticket? 

You can purchase tickets online or from physical Ticketek outlets before the event. 

If you are unable to access tickets via a mobile device, hard-copy tickets can be issued at the venue box office with proof of purchase. 

You will be required to provide identification showing you are the purchaser of the tickets. 

If an event is rescheduled or postponed, am I eligible for a refund? 

All tickets remain valid for the new date(s) without the need for exchange. 

If the event is postponed, once the new date(s) is/are confirmed, guests will be able to request a refund should they not be able to attend the new date(s). 

For ticketing questions, please contact the relevant ticket seller.

If an event is cancelled, am I eligible for a refund? 

Yes. Guests can request a refund

For ticketing questions, please contact the relevant ticket seller.

How can I book accessible tickets for a show? 

Accessible seating must be pre-booked via Ticketek's Accessible Bookings Hotline: 

  • Reach them by phone on (03) 9286 1208, or; 
  • Submit a request to be contacted online here

Are group bookings available? 

Yes. Ticketek has a dedicated Group Bookings Department hotline via 1300 364 001 or groupbookings@ticketek.com.au

Group bookings are available for selected events and are subject to availability.  

Please note you must meet the minimum group number on any selected event and no part payments will be accepted.  

A minimum of 10 people is usually required, however, this may vary by event. 

Why shouldn’t  I purchase tickets from an unauthorised seller? 

If you have purchased a ticket from an unofficial reseller or through an online marketplace, there is no guarantee that your ticket is valid for entry to the event.  

Additionally, if the event is cancelled or postponed, you will not be able to access a refund or re-issued ticket through Ticketek or the venue box office. 

What do I do if I have purchased from an unauthorised seller and I don’t think my tickets are genuine? 

If you think you have purchased tickets that are not genuine, you should immediately contact the person or website who sold them to you.  

Unfortunately, it can be difficult to check the validity of a ticket without the original purchaser’s name and details. 

How do I lodge a complaint against an unauthorised seller? 

If you have an issue with tickets purchased through an unofficial agency, please return to the point of purchase.  

Your bank or credit card provider may also be able to provide you with a charge back.  

Please be aware that M&OP is unable to check the validity of tickets purchased through any means other than Ticketek Australia.  

As such, we are unable to provide any assistance in making a complaint or liaising with your bank.  

You can also lodge a complaint with Consumer Affairs Victoria or the Australian Competition and Consumer Commission.

Retail

Will I be able to buy food and beverage? 

Yes. Food and beverage outlets will be open. 

Our service offering will align with COVIDSafe practices to limit contact and wait times, ensuring the safety of our guests and staff. 

Can I pay with cash? 

No. All venues are now totally cashless environments. 

Will merchandise be available to purchase? 

Availability of merchandise is determined by the event hirer. 

Please refer to your event page for any updates. 

Can I bring my own food? 

If it is homemade and in small amounts, it is acceptable. 

Please refer to the venue's Conditions of Entry. 

Can I bring a bottle of water? 

You can bring a water bottle into the venues providing it is 600ml (or 750ml AAMI Park) or under and made from 'soft plastic'. 

Please refer to your event page for any updates. 

Can I bring my own alcohol into the venue? 

No. Our venues are licensed. 

For most events, you will be able to purchase alcohol from our retail outlets. 

Will I be able to get a pass-out? 

No. Pass-outs are not available. 

You will not be permitted to re-enter if you leave before the end of an event. 

Will there be meet and greet opportunities?  

Please check the specific event page on the Ticketek website for available VIP packages.  

When will set times for concerts be available?  

We will share set times for your event on our website as soon as they are available.  

Please refer to your event page for any updates.  

What time is last entry?  

For most events, you can enter the venue any time after it has commenced.  

However, some events may nominate a lockout time which will be shared on the event page closer to the event.  

Please refer to your event page for any updates.  

Will the roof be open or closed during events at your venues?  

All events at AAMI Park are outdoors.  

The roofs at Rod Laver Arena, John Cain Arena and Margaret Court Arena are always closed for events unless stated otherwise.  

Where can I smoke?  

All venues are smoke-free.  

You will not be entitled to a pass-out should you wish to smoke during the event after you have entered.  

Do I need to bring ID?  

If you are attending an event that has age restrictions you will need to show valid ID or proof of age upon entry.  

We recommend children under the age of 16 are accompanied by a responsible adult.  

You must have valid ID or proof of age to purchase alcohol.  

Can I take my child to an event?  

Unless the event is restricted to guests who are aged 18 and over, children may attend with a responsible adult.  

Please check the specific event page on the Ticketek website for any age restrictions.