The SSE Hydro - An entertainment experience for the 21st century

Advice from the National Arenas Association (NAA)

  • Always call the venue Box Office first
  • Only ever buy from the outlets listed in the show advertising.
  • Make sure you know the face value of the ticket and how much you are paying in administration fees.
  • Always find out the location of the seats.
  • Make sure you know when the tickets will be delivered to you.
  • Never buy from an agent who tells you the tickets will be available to collect outside the box office.


SEC Ltd operates a zero tolerance policy on violence and abusive language. Visitors will be expected to display respect for artists, fellow patrons and staff while visiting the venue. SEC Ltd venue management reserve the right to refuse admission or eject customer in reasonable circumstances.

Box Office Opening Times

Main Box Office*: 
Monday - Friday:  09:00 – 17:30
Saturday:  09:00 – 17:00
Sunday: closed*

Ticket Enquiry Line:
Monday - Friday:  09:00 – 17:30
Saturday:  09:00 – 17:00
Sunday: closed

*Please note these are the standard opening times of the main SECC Box Office.  Out with standard opening hours, the venue box office will be open in line with any events taking place.

The SSE Hydro box office opens one hour before doors to the arena open and closes 30 minutes after the main act starts or at the end of the interval, unless otherwise stated.

Or simply book online »

Accessible Areas

To purchase tickets for Accessible Areas please call the Accessible Ticket Booking Line on 0800 952 0110 or visit the Box Office in person.

The SSE Hydro Website T&C

Terms & Conditions

Find out more »

FAQs

Q.What are the Terms and Conditions of ticket sales?
A.

Tickets are issued on behalf of the organisation (usually the event organiser or promoter) responsible for the performance or event and are subject to the terms and conditions of the SEC (Ltd) and those of our ticketing service provider - Ticketmaster (Ltd), together with all other statements or directives shown on the ticket.

Click here for The SSE Hydro's Terms and Conditons.

Full terms and conditions for Ticketmaster can be found by visiting: http://www.ticketmaster.co.uk/legal/purchase.html

Q.Why does the SECC use Ticketmaster as a ticketing service provider?
A.

Ticketmaster is globally respected in the live entertainment industry with a local presence in Glasgow and across Scotland.  SEC Ltd has worked closely with Ticketmaster for 30 years and consequently Ticketmaster understands the needs of the Scottish market.  Following a recent competitive review of available ticketing suppliers, SEC Ltd believe that Ticketmaster is best placed to respond to the ticketing demands on our Live Entertainment business in a manner that we are unable to do in isolation.

Q.How does the SECC/Ticketmaster arrangement work in practice?
A.

The SECC continues to own and operate a venue box office, limited contact centre and account management team as part of our ticketing business but fundamentally and most importantly, in appointing Ticketmaster as our official ticketing services supplier, we will continue to improve this service for our customers.  The Ticketmaster retail system ensures a more effective and efficient ticket booking process, particularly via web transactions.

Q.What happened to ticketSOUP?
A.

The ticketing industry for concerts and events has evolved significantly over the last few years, especially in the way customers now buy tickets.  SEC Ltd has worked closely with Ticketmaster for many years and the company is known and respected in the concerts and events industry not only in Scotland, but worldwide.  With the impact and the arrival of The SSE Hydro and the volume of tickets we are now processing we see the new partnership as match fit for this growing sector of our business”.

The brand ‘ticketSOUP’ will gradually be withdrawn from the market in favour of marketing tickets under the name of the specific venue (such as The SSE Hydro, SECC, Clyde Auditorium), or the specific event being marketed.

Q.What is the situation relating to customers who have already purchased tickets via TS.com?
A.

All tickets already purchased via ts.com will be valid for forthcoming events.
 
TicketSOUP customer accounts will remain active until tickets purchased for events have been received, and the event has matured.

Q.How are ticket prices, charges and fees determined?
A.

The SECC/Ticketmaster sell tickets for The SSE Hydro as an agent on behalf of the promoter of an event.  There are usually a number of other ticket agents selling tickets for the same event. 

When you're booking via Ticketmaster and/or the SECC, whether it's online, via the venue box office or over the phone, we'll always be sure to give you a clear breakdown of exactly what charges are involved.  In accordance with the Committees of Advertising Practice (CAP) requirements we will ensure that that any fee or charge levied on top of the face value of the ticket is stated clearly at critical points during the purchase process, and when advertising ticket prices.

The total exit price is made up as follows:

Face Value Price

This is the base cost of your ticket, set by the event organiser – SECC/Ticketmaster are not involved in deciding the price, but it's usually based on the costs involved in presenting the event.  When a ticket is sold the total face value is passed to event organiser. 

Service Charge

An administration fee is levied on all tickets sold via the Ticketmaster online retail system, our contact centre or the Box Office in the SECC.  This charge is intended to cover the running costs of our ticketing operations, and it is applied to each ticket sold regardless of whether the payment is made by cash, cheque, debit card, credit card, bank transfer or any other means. A payment handling fee is included within the administration fee regardless of the payment method.

Our partnership with Ticketmaster provides a comprehensive ticketing solution for buyers, which amongst other things include:

  • A comprehensive Box Office service on-site at the SECC supported by a satellite box office in the new SSE Hydro Arena;
  • A specialised contact centre located at the SECC, predominantly handling accessible sales, group bookings and event related enquiries;
  • A website service for buying tickets

The ticket service charge levied is competitively priced and determined by the costs of operating the ticketing service. 

Order Processing Fee

We offer our customers a variety of convenient fulfilment options, including post, print @ home (TicketFAST) or box-office collection. This fee is charged regardless of the number of tickets purchased in a single transaction.

Postage for event tickets may include Special or International delivery, which attracts a higher cost. This may be a particular requirement of some standing shows, in order to ensure that tickets (with their significant value) are safely and securely delivered to the intended recipient.

Tickets uplifted at our on-site Box Office attract a small fulfilment fee.

Facility Fee

Occasionally, there may also be a facility fee. This is set by the SECC directly – Ticketmaster doesn’t keep any of this charge. This fee is applied in its entirety to critical maintenance and capital improvements to the SSE Hydro and other performance venues at the SECC.

Q.What fees do you pay when purchasing a ticket online?
A.

You will have to pay the Service Charge on each ticket purchased.  An Order Processing Fee will then be applied to the entire transaction (regardless of the number of tickets purchased) depending on the method of fulfilment that you have selected.  Where appropriate, a Facility Fee will be levied.

Q.Can I purchase tickets in person?
A.

Yes, tickets can be purchased from The SECC Box Office. This is located at:

Scottish Exhibition + Conference Centre
Exhibition Way
Glasgow
G2 8YW

The box office is open Mon-Sat 9am-6pm, Sun closed.*

*Please note these timings are the standard opening times of the SECC Box Office and may be subject to change depending on events taking place in the venue and On-sales for new events. Please check www.secc.co.uk or www.thessehydro.com for details of what time individual events will go on sale.

Q.If I book tickets in person at the SECC Box Office can I avoid paying fees?
A.

The Service Charge is applicable on all transactions regardless of (a) the method of payment used, and/or (b) the channel via which tickets are purchased.

Q.Why am I now being charged when previously I was able to avoid paying fees when purchasing tickets in person and paying cash?
A.

Until recently there was no ticket Service Charge on cash only transactions made in person at the Box Office. However; in response to new UK government legislation, this allowance is no longer possible. The measures are being implemented as a result of the Consumer Rights (Payment Surcharges) Regulations 2012. Under the new rules, traders are expected to ensure that any payment surcharges are representative of the actual processing cost involved.

In response to the legislation Ticketmaster have now ensured that the Service Charge is the same, regardless of (a) the method of payment used, and/or (b) the channel via which tickets are purchased (i.e. on the internet, in person at the Box Office in the SECC, or telephonically).

The new regulations can be found at: http://www.legislation.gov.uk/uksi/2012/3110/made

If you have any queries regarding fees please contact Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email.

Q.Why is there a limit to how many tickets I can buy?
A.

In short, we want to make sure that everyone gets a fair chance to buy tickets.

The ticket limit will usually be decided by the event organisers and Ticketmaster will make sure they advertise this at the very beginning of the booking process on their website. It usually applies per person, per credit card – sometimes, if it's expected to be really popular it may also be per household. Please be sure to look out for this – you can't book more than the limit in any one transaction, but unfortunately Ticketmaster can't stop you from making a second booking.

It's not that easy to get around the system though; if Ticketmaster finds that someone's booked more tickets than they're allowed, they may well cancel some or all of their tickets, without notice.

Q.Why is there a time limit for online purchases?
A.

We want to make sure that as many fans as possible get the chance to book. When you select your seats, you're actually holding those tickets while you go through the checkout process, so no one else can access them.

The amount of time you have can vary depending on how busy the website is, but we always make sure there's enough time to fill in your details and check the information carefully before paying for your tickets.

Q.Why do tickets sell out so quickly sometimes?
A.

When a really popular event goes on sale there can sometimes be thousands of people all trying to buy tickets at the same time. With fans booking over the phone and online, Ticketmaster can process hundreds of bookings at once – so sometimes they can go really quickly.

For example, if 500 fans all log on to buy 4 tickets each...that’s 2,000 tickets gone in seconds!

If you're unlucky with getting tickets when they first go on sale, we always advise to check back to our website nearer the day of the show – there's always the chance that more tickets could be released once the stage layout has been confirmed.

Q.Why are “better” seats sometimes available?
A.

...a few minutes after the event goes on sale?

When customers find available tickets either online or through any of the other access points, those tickets are actually reserved while the customer considers the purchase. During that period, which lasts for only a few minutes, no one else can view or purchase those tickets. If the customer decides not to buy the tickets, they are "released" and become available to other purchasers. So if a customer is looking at 10th row centre seats and decides not to buy, those seats become available for another customer.

...days after the event goes on sale?

The event organiser may release more tickets for sale as the event date approaches. This happens for several reasons such as a) The promoter may no longer need the tickets that were held when the event originally went on sale, or b) Once the stage or event area is set up, the venue has a better idea about which seats are obstructed, or c) Sometimes events are so popular that even seats with a restricted view are released for sale!

Additionally, sometimes a customer attempts to buy tickets but their credit card is declined. If we are unable to contact the customer to secure a valid credit card or billing address, Ticketmaster may cancel the order and release the tickets for sale. Tickets may also be re-released if a customer does not follow Ticketmaster's published ticket limits or other terms of use.

Q.May I exchange my tickets if better seats become available later or if a second show is announced?
A.

No. As with all ticket sales, there are no refunds, exchanges or cancellations.

Q.How do I book tickets for the Accessible Areas (formerly Disabled Platform)?
A.

At present, we do not routinely sell tickets online for accessible areas of the venue via the website, simply because these tickets could then be purchased by patrons who do not necessarily require them - especially when an event is otherwise sold-out. From their experience, any dishonest patrons attempting to do this find it more difficult to mislead a telephone advisor. Although this is perhaps not an ideal solution, it has been found that purchasing over the phone is the best way for visitors who genuinely require these seats to secure them. It also means that Ticketmaster can personally ensure that the seats they are selling in these areas are suitable for each patron dependent on individual needs.

Those who wish to purchase tickets for the accessible area may do so over the phone on the SECC Accessible Ticket Booking Line 0800 952 0110 or in person at The SECC Box Office in the SECC. (Open Mon-Sat 9am-6pm, Sun closed.)*

*Please note these timings are the standard opening times of the SECC Box Office and may be subject to change depending on events taking place in the venue and on-sales for new events. Please check www.secc.co.uk or www.thessehydro.com for details of what time individual events will go on sale.

Q.What payment cards can I pay with?
A.

We accept all major credit and debit cards:

  • American Express
  • Mastercard
  • Maestro
  • Visa
  • Visa Delta
  • Visa Electron

Unfortunately, we can't accept payment from Diners and Laser cards or Paypal.

Q.How secure is my online transaction?
A.

Safe Technology
Our secure server software (SSL) is some of the best software available today for secure e-commerce transactions. It encrypts all your personal information so no one else can access it.

Q.When will I receive my tickets?
A.

Ticketmaster ill send your tickets out as soon as they get the go ahead to print from the event organiser, or when they receive the stock from the organiser.

As neither the SECC nor Ticketmaster has overall control of the fulfilment process it's quite difficult at times to be exact with dispatch dates. However the latest you should receive them is around five days before the event.

Q.I purchased tickets some time ago and am still waiting to receive them. How can I check if they have been sent?
A.

To check your booking, please call Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email.

Q.How do you send tickets overseas?
A.

If we're sending your tickets overseas, take a look here for any information you might need. You can usually choose to have your tickets sent out by standard airmail, or pay a bit more for us to send them securely with UPS.

What is UPS International Secure Courier? This is a guaranteed delivery service with a tracking facility so that if you live outside the UK, you can get your tickets securely. They'll need a signature on delivery, so this service isn't available for PO Box addresses.

Is UPS International dispatch always available? Ticketmaster offer airmail and UPS for international customers on all events, but if you book fairly close to the date of the event you may be asked to pick your tickets up from the venue box office instead.

Will I be contacted when my tickets have been sent? If you chose UPS International dispatch, Ticketmaster will send you an email when your tickets are ready to go out confirming your UPS tracking number and details of how to contact them in the unlikely event that your tickets don't arrive in time.

What should I do if I haven't received my tickets? Ticketmaster knows it can be worrying if you're travelling a long way to get to a show, so if you haven't received your tickets by 5 days before you're setting off to the UK contact Ticketmaster Customer Services on  0333 321 9999 or click here to contact them via email.

Q.What do I do if my tickets are lost or stolen?
A.

Contact Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email and we will help you with your order.

Q.What are the opening times of the venue box offices at the SECC complex?
A.

Standard Opening Times

Main Box Office*:
Monday - Friday:  09:00 – 17:30
Saturday:  09:00 – 17:00
Sunday: closed*

Ticket Enquiry Line:
Monday - Friday:  09:00 – 17:30
Saturday:  09:00 – 17:00
Sunday: closed

*Please note these are the standard opening times of the main SECC Box Office.  Out with standard opening hours, the venue box office will be open in line with any events taking place.

The SSE Hydro box office opens one hour before doors to the arena opens and closes 30 minutes after the main act starts or at the end of the interval, unless otherwise stated.

If you have a query regarding tickets you have booked online from thessehydro.com  please contact Ticketmaster Customer Service on 0333 321 9999.

Q.Why am I sometimes redirected to Get Me In when trying to buy tickets online?
A.

The SECC has an arrangement with GET ME IN!, a safe, transparent and lawful environment that gives fans the ability to buy and resell tickets when the primary supply is no longer an option (i.e. when all tickets for an event are sold out).Neither Ticketmaster nor the SECC owns any of the tickets listed on GET ME IN! but we do back them with our 100% Fan Guard promise. All tickets are listed by sellers, at prices they set. Ticketmaster and the SECC sell all tickets allocated to us by event organisers in strict accordance with their instructions.

One of our number one objectives is to ensure that as many tickets as possible are purchased by real fans. That’s why we have so many security checks in place, including the CAPTCHA technology that you must pass during the purchase process.

We take our responsibility extremely seriously and our websites are safe, transparent and fully compliant with UK laws. You may find this blog post of interest (http://blog.ticketmaster.co.uk/music/ticket-resale-explained-6018) which we hope explains resale clearly.

Q.Can I collect my tickets?
A.

Tickets purchased from Ticketmaster may be collected in advance or on the day/night of an event from the venue box office at the SECC complex.

The standard opening times for the main box office in the SECC are Mon–Sat 9am–6pm, Sun closed. *

*Please note these timings are the standard opening times of the SECC Box Office and may be subject to change depending on events taking place in the venue and On-sales for new events. Please check www.secc.co.uk or www.thessehydro.com for details of what time individual events will go on sale.

The SSE Hydro box office opens one hour before doors to the arena open and closes 30 minutes after the main act starts or at the end of the interval, unless otherwise stated.

Clyde Auditorium box office opens once doors to the venue open and closes 30 minutes after the main act starts or at the end of the interval, unless otherwise stated.

Q.Can I purchase tickets as a gift and have them sent to an alternative address?
A.

To prevent credit/debit card fraud, Ticketmaster will only posts tickets to the billing address of a credit or debit card. If the address in your booking doesn’t match the address held by your card company your tickets may be cancelled.

Q.If I purchase tickets and then cannot attend the event, can I have a refund?
A.

Regrettably we cannot offer any exchanges or refunds unless your event has been cancelled, so it's really important to double check all the event details and make sure you're 100% happy before going ahead and booking your tickets. 

Q.What do I do if an event is cancelled/postponed/rescheduled?
A.

If an event's been cancelled altogether we will usually just refund your tickets automatically. Ticketmaster will refund the face value plus the service charge for each ticket – you'll see a credit onto your card within 15 days of them contacting you about the cancellation.

If an event has been postponed or rescheduled we will usually contact you to inform you of refund or exchange procedures for that event.

Together, the SECC and Ticketmaster assume responsibility on cancelled events for those tickets sold through our internet site/s, contact centre and/or box office.  Regrettably we cannot be responsible for tickets purchased through any other outlet or agency.

Q.Why do ticket-holders sometimes get reseated at events?
A.

For various reasons it may be necessary occasionally to relocate ticket-holders to alternative seating. This is always carried out in line with the original seating position and/or ticket price band.

Q.I have purchased tickets from a different ticketing outlet and am unsure if they are valid, can you confirm their validity?
A.

Ticketmaster only hold details of customers who have purchased with us (via Ticketmaster online booking system, the SECC and/or Ticketmaster contact centre or the SECC Box Office), and consequently we can only discuss bookings with the purchaser. Unfortunately Ticketmaster and/or the SECC cannot help with any issues related to tickets purchased from elsewhere, but recommend customers contact their point of purchase.

Q.Do you sell gift vouchers?
A.

Currently SECC gift vouchers are not available, however we hope to launch soon.

Q.Do I need a ticket for my child?
A.

All children must have a valid ticket for an event, with the exception of ‘babes in arms’ (under 12 months) who may sit on a parent/guardian’s knee, unless otherwise stated by the event promoter.

Q.What age restrictions apply at events?
A.

It is the recommendation of the venue that children under fourteen should not attend in the standing area at any event, unless accompanied by an adult.  All patrons over five years old are welcome to attend in the seated section, unless otherwise stated by the event organiser. It is the venue’s recommendation that children under five should not attend concerts or events, other than those specifically aimed at younger visitors, i.e. children's shows.

Unless otherwise stated by the event organiser, the standard venue age advisory will apply.

Q.Is there a dress code at events?
A.

No, there is no dress code – customers can wear what they wish. However domestic, international and rugby football colours are not permitted. Fancy dress is permitted (without accessories that could be used as weapons or missiles), but costumes of controversial characters will not be permitted.

Q.Where can I view a seating plan?
A.

A seating plan will be displayed for events as you book your tickets. This can also be found on Ticketmaster’s Facebook page here: http://on.fb.me/15pQupB

Q.What should I do if I require medical assistance while at the venue?
A.

If you require medical assistance, please inform a member of our stewarding team or any member of venue staff. First-aid and medical staff are available at all events and will be called to assist.

Q.Is there an ATM/Cash Machine at the venue?
A.

Yes Clydesdale Bank ATM facilities are available on the SECC complex.

Q.Can I bring a camera/video camera to the event?
A.

In general, audio and video recording equipment and professional cameras (SLR types and those with detachable lenses) are not permitted into events. However, small non-professional cameras and phone cameras may be permitted, unless otherwise specified by the event organiser. For further clarification of this policy for a specific event, please email the venue at info@secc.co.uk. Professional photographers should contact the individual event organiser directly for express permission to photograph their event.

Q.Can I bring a ‘Selfie Stick’ into the venue?
A.

‘Selfie Sticks’ are not permitted into the venue. This is a policy that applies to all venues on the SECC Campus.

Q.Can I bring a bag into the venue?
A.

Small bags, such as handbags and small carrier/shopping bags, are permitted into the venue; however large bags, suitcases and backpacks are not permitted. Please note that all bags are subject to security searching.

Q.Can I smoke in the SECC?
A.

In accordance with legislation in Scotland, smoking is prohibited in all internal areas of the venue.

Q.Can I bring an assistance dog to the venue?
A.

The SECC campus welcomes visitors with assistance dogs. We would ask that assistance dogs are clearly identifiable around the campus. Facilities are available for assistance dogs on request.

Q.Will there be large video screens showing the performer(s) on stage?
A.

Events are brought to the venue by external event organisers and concert promoters. The provision and function of all stage equipment is under the control of the concert organiser; as such the provision of screens is not guaranteed.

Q.What should I do if I get lost at an event?
A.

The venue does not have a designated meeting point. We would advise all visitors to arrange a meeting point with other members of their party before the event and go there if separated. If you require further assistance, please speak to member of SECC staff or our stewarding team.

Q.What is the venue policy on crowd surfing or moshing?
A.

Crowd surfing and moshing are dangerous and may cause injury to you or those around you. The venue will not tolerate these practices and patrons found participating may be ejected from the event, without a refund.

Q.Will smoke effects, strobe lighting, pyrotechnics or other effects be used at the event?
A.

Special effects are used at many events and are controlled by the touring production team. If the use of certain effects concern you, or you would like further information on effects that may be used at a specific show, please email the venue at info@secc.co.uk

Q.When attending an event can I leave the venue and re-enter?
A.

Yes, you may leave and re-enter the venue during the event, as long as you present your ticket for scanning each time.

Q.I have a medical condition; can I take a drink in a bottle into the venue?
A.

Drinks for medical conditions are permitted into the venue. The bottle should be sealed at the time of entry and declared to a steward; the bottle will be labelled to validate it.

Q.Can I wait inside the venue for someone attending an event?
A.

Only ticket-holders are permitted entry to the venue, but anyone waiting during an event can do so at Clydebuilt Bar & Restaurant in the main SECC building.

Q.I am unhappy with merchandise purchased at an event, what should I do?
A.

Please email the venue at info@secc.co.uk. They will then determine the merchandise supplier and advise how best to progress your complaint.

Q.How can I pass on a request to the artist(s) performing?
A.

Events are arranged by an external event organiser; for this reason we do not have direct contact with artists. However if you would like to put your request in writing to the venue, they will pass this to the event organiser on your behalf. Please send requests by email to info@secc.co.uk or by post to: The Box Office, SECC, Glasgow G3 8YW. (The venue cannot monitor or guarantee the outcome of requests).

Q.How can I meet the artist(s) performing?
A.

Events are arranged by an external event organiser; for this reason we do not have direct contact with artists, or organise any ‘Meet and Greet’ opportunities. However if you would like to put your request in writing to the venue, they will pass this to the event organiser on your behalf. Please send requests by email to info@secc.co.uk or by post to: The Box Office, SECC, Glasgow G3 8YW. (The venue cannot monitor or guarantee the outcome of requests.)

Q.I would like to provide feedback or make a complaint. How should I do this?
A.

Feedback about your experience of purchasing a ticket or any ticket issues should be directed to Ticketmaster Customer Services on 0333 321 9999 or click here to contact them via email.

Feedback about your experience of the event or venue should be directed to the venue by email to visitorexperience@secc.co.uk. The venue’s visitor experience team will deal with all feedback appropriately and aim to respond within 10 working days.

If you have any other questions or queries about the venue please email the venue at info@secc.co.uk

The SSE Hydro website is powered by and all tickets are delivered by Ticketmaster.com. All transactions are bound by the terms and conditions of Ticketmaster.

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