If you need to bring medication, require our medical team to store your medication, or require assistance in relation to a disability or medical condition, you must contact our team at [email protected].
If you have purchased your tickets online, you are advised to notify us of any assistance requirements at least 72 hours before the event you wish to attend. This period is necessary to allow for the prior assessment and validation of requests relating to the venue's accessibility policy, including, where applicable, requests for a companion. Where prior notice is not possible and the request is made at the venue entrance on the day of the event, the venue will verify the supporting documentation relating to the claimed condition and will implement any reasonable adjustments that are reasonably feasible in light of the specific circumstances of each case, although the availability of all requested assistance measures cannot be guaranteed.
Medication
Any medication that must be administered or used immediately and is essential for the treatment of a medical condition may remain in the customer's possession throughout their stay. Any other medication may be assessed by the medical team at the venue entrance on the day of the event and, where appropriate, stored by the medical team if the customer so wishes. In the case of medication contained in a tampered blister pack, or where there is any circumstance giving rise to reasonable doubt or where there are objective safety concerns, such medication must be placed in the custody of our medical team.
Supporting Documentation
For the assessment of requests, you may be asked to voluntarily present or submit supporting documentation demonstrating the claimed condition and, where applicable, the need for a companion.
The advance submission of such documentation is voluntary. However, if it has not been submitted in advance, the attendee must have the necessary supporting documentation available and present it for verification by authorised members of our medical team at the venue entrance on the day of the event.
For this purpose, attendees are encouraged to use official certificates or documentation containing only the information necessary to verify compliance with the applicable requirements, avoiding, whenever possible, the submission of medical documentation containing detailed health information. Should the individual voluntarily choose to provide medical documentation containing special categories of personal data, such documentation will be used exclusively to assess the relevant request. In all cases, the documentation will be examined solely for these purposes, its processing will be limited to the information strictly necessary, and it will be retained only for the period required to comply with applicable legal obligations, in accordance with data protection legislation.
Supporting Documentation in a Language Other Than Spanish
Documentation drafted in a language other than Spanish or English may require a sufficient translation or any other means enabling the venue to reasonably verify its contents. Where the documentation cannot reasonably be understood or interpreted, the venue may be unable to assess the request. This is intended to ensure appropriate assistance, adequately verify the claimed condition, and safeguard the integrity of the assessment process.
Companion Requests
Any request relating to the attendance of a companion should be communicated in advance by email. Free admission for a companion will be subject to compliance with the requirements set out in the venue's accessibility policy and to the venue's prior written approval.
The existence of a disability, dependency, or medical condition does not, in itself, automatically entitle an individual to authorisation for the complimentary admission of a companion.
Requests for a complimentary companion ticket will be assessed individually, objectively, proportionately, and without discrimination, taking into account the specific circumstances of the applicant and the supporting documentation provided, in order to determine whether the authorisation of a complimentary companion is justified to ensure equal access to and participation in the event for individuals who, due to a disability or similar circumstance, require personal assistance to access the venue, move around, orient themselves, communicate, or enjoy the event experience under conditions equivalent to those of other attendees. Such authorisation will be granted as a reasonable accommodation and in accordance with the principles of equal opportunities and non-discrimination established in Spanish Royal Legislative Decree 1/2013 of 29 November. Particular consideration will be given to official certifications confirming the need for third-party assistance or accompaniment, as well as any equivalent documentation objectively demonstrating such necessity.
The provision of such certificates or supporting documents will constitute a relevant factor in the assessment of the request, but will not automatically entitle the applicant to the authorisation of a complimentary companion.
In the absence of the venue's prior express written authorisation, any companion must hold a valid ticket to access the event.
Consequences of Failure to Provide Prior Notice or Supporting Documentation
Failure to notify the venue of the need for assistance within the recommended timeframe may prevent the efficient handling of the request. Likewise, failure to submit the required supporting documentation or supporting evidence in advance will mean that verification must be carried out at the venue entrance on the day of the event.
Until such verification has been completed, neither authorisation nor the availability of the requested services or benefits, including complimentary companion admission, can be guaranteed. Where the applicable requirements set out in the venue's accessibility policy are not satisfactorily demonstrated, such services, benefits, or authorisations may be refused, without giving rise to any entitlement to financial compensation.
