Overview

In some respects the 02 arena is good for disabled people, they have lowered counters at the merchandise stall and some of the concessions stands and bars, they offer a free carer ticket to events, they have wheelchair spaces for their events and even with the heightened security allowed me to take my extra bits into the arena and even a small amount of food and drink to manage symptoms etc (these had to be arranged before and you need to write to the customer services to arrange). However there were a number of areas where they fell down in my opinion and that of my carer for the event.

Transport & Parking

It's a bit confusing on approach as you are told to follow signs for the blackwall tunnel and it is only very close that it suddenly tells you to take the exit just before so unless you are aware and in the correct lane (being the left lane) you end up on a 15 minute trip through the tunnel there and back to get back to the exit!!! Once there the car park is fairly easy to find and there are quite a few blue badge spaces (not particularly signed but in a fairly obvious position!!) however considering how hard it is for getting to events via public transport for disabled people parking is very expensive with only a very small blue badge reduction. The walk to the arena is not 100% easy to make without help or power (e.g. electric wheelchair) but not the worst I've ever seen and once onto the actual approach to the O2 it's all fairly smooth and easy.

Access

The access is patchy, the staff are marginally aware but you still have to ask for help or for them to open the lower counters etc. I was waiting for the merchandise stand and although having a lowered disabled access counter I had to ask them to use it ask them to move the barriers and was greeted with a rather tired look for doing so. I get very stressed in long queues and so always make sure I'm in plenty of time to avoid them, however the queues had already started to build with the enhanced security so we asked one of the "O2 angels" if there was a disabled way in or someway to not be in the crowds, we were told to go somewhere and once there were quizzed as to why we were there and bordering on rudely told to get in one queue which was for the only disabled accessible metal detector arch. The lifts were good but there wasn't anyone manning them to get people in and out or to give any disabled priority, thankfully the queues especially coming out put most non disabled off using them as they were crowded enough as it was despite leaving after most others. Also we were on a crowded disabled stand and were moved 3 times to firstly make sure the ledge wasn't overloaded then to allow more people on despite being told that they were up to the maximum allowed. The ledge was only accessible with precision driving as there were metal bars behind and the stairs close and although the view was OK as the concert had a central stage it is still quite high and I did get vertigo if I forgot and looked at the seats below. I have yet to manage to get the floor level disabled access despite being on the phone on priority booking as soon as the line opens but will continue to try as it looks a much better option for me!!! It would help if there was some way of having help to exit the arena too because if you stay to avoid the crowds you get told to leave and if you try and get out in the crowds you are crushed and as usual are at a low level and if like me you get panicked in crowds as it's so claustrophobic!!

Toilets

There was one accessible toilet before the actual arena (in the area we were in) and so at times this was being used by lots of people who didn't need to because it was a long queue for the ladies!! The one accessible loo was only just big enough to fit me my chair and carer in, was also (as often the case) the only baby change and the nappy/incontinence/sanitary bin was overflowing hours before the concert even started. There was no one managing the toilets to allow disabled people to have priority and thought that it was quite appalling that (although I don't need it) there was no changing places so anyone needing this sort of facility would have been forced to use the floor which would only have been big enough for a smaller person and although there were grab rails and an emergency cord there was no hoist or anything like that. I didn't use the toilets within the arena itself (once past security for the event) and so didn't notice what was available there, but judging from the other facilities I can't see it having been any different.

Staff

Staff before the event were helpful, the customer service line were great in helping with queries relating to the enhanced security and were professional and good. However staff within the arena were patchy, some were good some not so. You had to ask for everything no one (even when looking confused and not sure where to go) offered any help without being specifically asked. They also had no consistency, one member of staff would tell us to do one thing and then another something totally different within the space of minutes. After the event the staff were non existent for help, they said goodbye but apart from that nothing. No help for prioritising lifts or helping to assist us to exit the building without being squashed by the crowds, nothing to help getting back to the car park or anything at all. There were a areas where hey would really really benefit from some help in training their staff to be more disabled aware and more consistent with their service.

Anything else you wish to tell us?

There are a number of improvements that, in my opinion, should be changed to make this venue better. Not least changing places toilets or at least a few more accessible ones. There should be some more training for staff and some better accessible and wheelchair seating for disabled people and their carers (folding chairs are not that comfy for a 2 or more hour show!!)