Accessibility
Intro
American Express presents BST Hyde Park aims to create an inclusive festival for Deaf, disabled and neurodivergent audiences and those with long-term physical and mental health conditions. We work closely with Attitude is Everything and are proud to hold their Live Events Access Charter Gold Award. In order to make everyone’s visit as enjoyable as possible, we have a number of accessible facilities available on site for those who need them. You can read about them in the Access Facilities section of our website here, or:
We also have an easy-read version of the Accessible facilities available on site which can be downloaded here. There is an audio version of the facilities document here.
Download your copy of the Accessibility Map here.
We also offer Personal Assistance tickets at no extra cost to customers with the correct supporting documentation. Please visit the Personal Assistance Tickets section of our website which can be found here.
For customers wishing to find out more about Deaf Access and British Sign Language Provision, please head to the Deaf Access section of our website here.
Please note that all BST Hyde Park shows are standing only. Bookable seating is available at the Main Stage Viewing Platform and Ground Level Viewing Area. Both areas are reserved for customers with pre-booked tickets only.
Ticket Types and Pass Collection
The accessible areas at American Express presents BST Hyde Park are open air with very little shade so please bear this in mind when booking.
The following ticket types provide access to dedicated viewing areas (subject to availability):
- Viewing Platform at The Great Oak Stage (Main Stage) - This raised platform is designed for wheelchair users and other groups for whom the Ground Level Viewing Area is not suitable; and their PAs if required.
- Ground Level Viewing Area at The Great Oak Stage (Main Stage) - This is a hard-standing, ground-level area for customers with disabilities who wish to stand for the event, but need a less crowded area and/or the option of sitting for short periods of time. There will not be an unrestricted sight line of the stage when seated in this area, as there will be customers in front of the Ground Level Viewing Area who are likely to be standing up.
- Ground Level Reserved Seating at The Great Oak Stage (Main Stage) (Andrea Bocelli only) - This is a hard-standing, ground-level area for customers with access needs to pre-book reserved seating. There will be a limited number of wheelchair accessible seats at the end of seating rows. In addition to this, there will be seating for non-wheelchair users situated in the reserved seating area. These seats are tip up Arena style seats fixed in rows
Personal Assistance Tickets
Personal Assistant Pass for Viewing Platform / Ground Level Viewing Area (Main Stage)
This pass is limited to one per paying customer and is provided at no extra cost at the time of booking event tickets for the two accessible areas listed above
The pass is issued at the Accessible Customer Service Hub, located inside the event by the entrance to the Main Stage Viewing Platform, on presenting the Personal Assistant Ticket
The Personal Assistant pass is interchangeable during the event, so if customers come in a group it can be swapped with other members of the party
In order to ensure fairness and accommodate as many people with disabilities as possible in these areas we are not able to provide more than one Personal Assistant pass per person unless required for medical reasons.
Personal Assistant Pass for any other Ticket Type
Personal Assistant passes are also provided at no extra cost for all other ticket types, such as the American Express VIP Summer Garden (subject to availability). Please note that Personal Assistant passes for other ticket types need to be arranged via phone or email using the below contact details.
Travel Info
American Express presents BST Hyde Park takes place on the Parade Ground on the East side of Hyde Park. The postcode of the event is W2 2UH. Please refer to the Royal Parks Map.
The central London location of our event means that we are well served by the public transport network and as part of our sustainability plan we urge you to use public
transport where possible or even walk. Use TFL’s Journey Planner and check which entrance applies for your ticket type closer to the event.
Underground/Main Line Train Stations
Tubes: Marble Arch, Hyde Park Corner, Bond Street, Knightsbridge, Green Park (step-free access), Lancaster Gate
Tube & Main Line Trains: Paddington and Victoria
Please note step-free access is only available via Green Park, Bond Street, Victoria and Paddington
Please note that after the event some stations may temporarily close some entrances due to the large numbers of people. In this case a steward can advise on alternative entrances or how long the wait time will be until the entrance reopens.
Buses
Marble Arch : 26, 7, 10, 16, 23, 30, 36, 73, 74, 82, 94, 98, 137, 148, 159, 159, 274, 390, 414, 436
All TFL buses have level access and are able to accommodate one wheelchair user.
Travel Distances
Marble Arch – to – Accessible Entrance: 660m (8min)
Hyde Park Corner Tube – to – Accessible Entrance: 1130m (14min) along level hard standing path
Knightsbridge Tube – to – Accessible Entrance: 970m (12min)
Green Park Tube (step free) – to – Accessible Entrance: 1800m (23min)
More Info
The facilities provided with the ticket types above are only available when booked in advance, with valid proof of disability and subject to availability. The closing date for submitting evidence in advance is Friday 31st May 2024. If you have not submitted evidence by this date you will be required to show evidence once you reach the event.
You will need your order number to complete this process.
Our system ensures that, once you have booked your tickets, you have the opportunity to submit your supporting documents in advance of the show.
Please fill in the Supporting Document Form here for full instructions on how to submit your evidence.
If you submitted evidence for an American Express presents BST Hyde Park show in 2020 and agreed to join the access database then you will not need to resubmit evidence for the 2024 shows. Evidence prior to this will need to be resubmitted.
The following are recognised as a valid proof of disability:
- Front page of DLA letter (no specific rate required)
- Front page of Attendance Allowance letter (no specific rate required)
- Receipt of Personal Independence Payment (PIP)
- Evidence that registered severely sight impaired (blind)
- CredAbility Access Card – + 1 category requirement
- Recognised Assistance Dog ID card
- Evidence of War Disablement Pension
We will review an application without the recommended evidence on a case-by-case basis.
HOW TO BOOK YOUR VIEWING PLATFORM OR GROUND LEVEL VIEWING AREA TICKET
- Log on to axs.com, or if you are starting from the BST Hyde Park website, please select the Accessible ticket tab from the ticket section
- Select your event
- Select the Accessibility tab (either Viewing Platform or Ground Level Viewing Area)
- Confirm 2 tickets (this is the only option as these are sold in pairs)
- Select Continue
- Check you’re happy with the price and have selected the correct tickets
- If you require a blue badge car park pass, there is an option to add this to your order (this is free of charge but subject to availability)
- If you’re happy, select Continue to checkout
- Review your booking and select continue (please note the only delivery method available is via AXS Mobile ID within the official BST app)
- Select Continue
- Sign in if you haven’t already done so, or create an account
- Enter your credit card details to purchase your tickets
- Go to our festival website and submit your supporting documentation here - please ensure you have the documentation ready
- Submit your documentation
- Our staff will review your request (this is not an immediate process – it may take up to 3 weeks)
- Once we have accepted your documentation, you’ll receive an email notification confirming your request has been granted
- You’ll be issued with a Personal Assistance ticket at no extra cost that will be added to your Mobile ID account within the BST app
- If we can’t process your request, or if we need further details, you’ll be contacted by our Customer Service team
- Download the Official BST app, once available, to access your tickets
To find out more about available ticket types, please head to the Ticket Types & Pass Collection section of our website which can be found here.
Please note that if you wish to book a free PA pass for any other ticket type this can only be done via phone/email using the contact details below.
Waiting Lists
If you wish to be added onto the waiting list and /or you wish to book a PA pass at no extra cost for any other ticket type this can be done via phone/email using the contact details below. There is a waiting list for our Viewing Platform and Ground Level Viewing Area tickets. This is due to the potential release of any tickets in the case of incomplete purchase (e.g. due to incomplete evidencing requests).
Please note: If you have not heard back by two weeks prior to the show then unfortunately your ticket request has been unsuccessful, and we will not be able to accommodate the specified ticket type.
There will not be any accessible Viewing Platform or Ground Level Viewing Area ticket upgrades available at either the Box Office or the Customer Service hubs on show days.
If you have any questions, please head to our Contact details section which can be found here.
American Express presents BST Hyde Park’s Blue Badge Parking is only available when you book your ticket, must be pre-booked, and is subject to availability.
Important notes
- The Blue Badge Parking ticket is limited to one per paying customer, subject to availability.
- It is provided free of charge at the time of booking event tickets
- The Blue Badge Parking ticket is valid with presentation of a blue badge, matching Photo ID and event ticket on arrival. If you arrive without this documentation you may be refused entry to the car parking area
- This car park will be located to the west of the event site. The exact location and full arrival information will be sent out closer to the event date
- An accessible shuttle service for those requiring this will operate to transport customers to and from the blue badge car park to the dedicated accessible event entrance. The service will begin 1 hour before doors and will continue at the end of the show until all customers have left. For safety reasons there may be a waiting time of up to 30 minutes at the end of the event for this service while the main egress takes place
- An arrival form will be sent out to all Blue Badge ticket holders in advance of the shows – this must be completed and submitted before arrival. Full details will be listed on the form
Public Blue Badge Parking on Albert Approach Road, Kensington Gardens.
The Blue Badge vehicle entry point is through Queensgate (Kensington Gore), head for the Robert Napier Statue - postcode is SW7 5XE.
For additional parking spaces closer to the event site you may wish to consider Q-Park on Park Lane.
More information on other Blue Badge Parking locations in the surrounding area can be found on the Westminster City Council website or via 020 7641 6000.
American Express presents BST Hyde Park takes place on the Parade Ground on the East Side of Hyde Park. The area is predominantly grass, with limited hard-standing pathways. In the event of bad weather, mud and puddles are likely. Information about the location of the event in Hyde Park can be found at the Royal Parks' website, as well as further information about the park itself.
All access to the site entrances is along level hard-standing paths apart from a gentle gradient from Serpentine Road to the Accessible Entrance.
There are tarmacked paths from the Accessible Entrance (West Entrance) all the way to the Viewing Platform / Ground Level Viewing Area, although accessible ticket holders can also choose to enter through the North or South Entrances
Viewing Platform & Ground Level Viewing Area - to - nearest general admission Bar = 130m
Viewing Platform & Ground Level Viewing Area - to - Nearest general admission Food vendors = 200m
Download your easy-read guide to the Access Facilities here.
As our accessible facilities are limited, we prioritise them for guests with long-term disabilities. Therefore, they are not generally available for those with temporary conditions, such as pregnancy or broken limbs. For any issues around access that arise on the day please go to the dedicated Access Customer Service Hub for assistance.
The Accessible Entrance
A dedicated Accessible Entrance for major ticketed events, this is a priority entrance for those with accessibility tickets only. Please note this is on the West of the site so may be a longer distance to travel depending on where you enter Hyde Park, however this entrance offers a hard standing path along the event perimeter and then inside the event to the Viewing Platform and Ground Level Viewing Area.
Please note that accessibility tickets can also enter via any of the general admission entrances, and there is a 1.2m wide or greater entrance lane at each.
Box offices
A lowered counter for wheelchair users will be available at the box offices. All box offices are located at the south of the site on Serpentine Road next to the Bandstand. A window at the box office will have an induction loop for those who use them.
Access Manager
Our Access Manager will be the main point of contact for all customer access queries and Is based at the dedicated Access Customer Service Hub, close to the Accessible Entrance. This will be clearly signposted on site and highlighted on the event map. The Access Manager will also be contactable on radio during the event.
Viewing Platform at The Great Oak Stage (Main Stage)
This raised platform is designed for wheelchair users and other impairment groups for whom the Ground Level Standing area is not suitable; and their PAs if required. This is only available when pre-booked, subject to availability and only valid with proof of disability.
Ground Level Viewing Area at The Great Oak Stage (Main Stage)
This is a hard standing area for disabled customers who wish to stand for the event, but need a less crowded area and/or the option of sitting for short periods of time. Please be aware that there will not be an unrestricted sight line of the stage when seated in this area, as seated there will be customers in front of the Ground Level Viewing Area who are likely to be standing up. This is only available when pre-booked, subject to availability and only valid with proof of disability.
Rainbow Stage presented by British Airways Viewing Platform
There is a raised platform at the Rainbow Stage presented by British Airways. Places on this platform are not bookable; they are unreserved and subject to availability. However, customers will need to have booked a Great Oak Stage Viewing Platform or Great Oak Stage Ground Level Viewing Area ticket to gain access to the Rainbow Stage presented by British Airways Viewing Platform.
Accessible toilets
Accessible Toilets are located at the Accessible Entrance, the Access Customer Service Hub, the Rainbow Stage Viewing Platform, Leafy Grove and the Welfare Area. These toilets will not require a radar key but are reserved for customers with Access requirements only. An accessible toilet wristband will be required and can be requested at the Access Customer Services Hub. Accessible toilets at the American Express VIP Summer Garden will require a radar key, this will be held by a steward in the area and at the Access Customer Service Hub.
Changing Places Unit
As in previous years, there will be a Changing Places Facility and hoist situated at the sanitation block nearest to the Viewing Platform/Ground Level Viewing Area.
Charging points for powered chairs
Charging Points are available at the Main Stage Viewing Platform, the Rainbow Stage presented by British Airways Viewing Platform and at the Welfare Area.
Lowered counters
There will be lowered counters where possible at bars, merchandise stands, and some food outlets. Provisions will be made where lowered counters are not available.
Hearing (Induction) Loops
These are located at one of the Box Office windows, the Access Customer Service Hub, the Welfare Area, The Garden Entrance Ticket Upgrade desk and at limited bars locations. They will be identified by a sticker.
Merchandise
Merchandise can be produced in alternative formats within a reasonable time frame. Please email your request to access@bst-hydepark.com.
Quiet space
This is a space that people can use when they need to get away from the crowd for a while. It is located in the Welfare Area in the North of the site.
Hidden Disabilities
We understand that not all disabilities are immediately apparent. If you would like support or advice inside American Express presents BST our Access Manager will be the main point of contact and is based at the dedicated Access Hub, near the entrance to the Accessible facilities. Or please contact us in advance with your questions via access@bst-hydepark.com.
A dog spending area for assistance dogs
There is a spending area space reserved for assistance dogs, with water available for them as well. Our Access staff will be able to direct you to this space, near to the Main Stage Viewing Platform. Please speak to our staff if your dog is sensitive to sudden noises. If you are planning on bringing an assistance dog with you, please email your request within a reasonable time frame to access@bst-hydepark.com.
Other questions around accessibility?
If you have other access requirements that are not covered by access to a viewing platform or area, please contact us in advance via access@bst-hydepark.com or call the Accessibility Booking + Information line on 0344 581 0909 (Opening hours are Monday-Friday, 9am-5.30pm. The phoneline is also open on weekend event days, 9am-5.30pm), and we shall make every effort to make a reasonable adjustment to meet your needs if possible.
If you are happy for someone to call you back within 24 hours please call 02077577853 and leave a voicemail with your name, contact number and summary of access query. Please note this call back service is for access queries only.
Deaf Access
BST Hyde Park welcomes Deaf and Hard of Hearing customers and is proud to offer British Sign Language interpretation for all acts on the Great Oak Stage (Main Stage) across all nine shows. BSL Interpreters for these performances will be based to the right hand side of the stage as you are facing it. A dedicated BSL viewing screen will be located next to the interpreters.
If you require access to the viewing area where the interpreters are located please email access@bst-hydepark.com to arrange a wristband. Alternatively, please visit the Access Customer Service Hub on arrival at the event (located by the entrance to the Main Stage Viewing Platform). From here, someone from our access team will provide you with a wristband to ensure that you and a friend are able to get as close to the interpreters as possible.
Hearing loops are located at one of the Box Office windows, the Access Customer Service Hub, the Welfare Area, The Garden Entrance Ticket Upgrade desk and at limited bars locations. They will be identified by a sticker.
Medication
Please bring any medication that you would normally take, but no more than you would personally expect to take over the duration of the event. Tell your friends about any allergies you have. All medication must be clearly labelled as prescribed and the name on the prescription label must match that of the ticket holder. Medication can be safely stored and refrigerated at the Welfare Area on site if required. Please remember that all medication must be self-administered.
'Strobe Lighting & Pyro Pre-Warning
Please note that it is likely that most acts performing on the Great Oak Stage will use strobe lighting as part of their performance. Please ask at the Access Customer Service Hub for an idea of when there may be fireworks or sudden loud bangs.
Seating & Shade
All BST Hyde Park Shows are standing only.
There are some places to sit down and relax including pub-style garden tables and benches and there are areas with shade in the south of the event (Leafy Grove).
Chairs or seats of any kind, including shooting sticks, are not permitted at our ticketed events for safety reasons. Mobility aids will be accepted but please do not bring any seating with you to the event as it will not be allowed into the festival site.
Reserved seating is available at the Main Stage Viewing Platform and the Ground Level Viewing Area for customers with pre-booked tickets only.
Customers with the following ticket types have access to the Great Oak Terrace but please note this area is also standing only and no seating is available:
- All VIP Terrace - Accor Live Limitless
- The Ultimate All Terrace - Accor Live Limitless
- Great Oak Premium VIP
Contact
If you have any questions please contact us:
By phone
You can contact the Accessibility Booking + Information line on 0344 581 0909. Opening hours are Monday-Friday, 9am-5.30pm. The phoneline is also open on weekend event days, 9am-5.30pm.
If you are happy for someone to call you back within 24 hours please call 02077577853 and leave a voicemail with your name, contact number and summary of access query. Please note this call back service is for access queries only.
By Live Chat
You can contact us through AXS ‘Live Chat’ function in the help section on AXS website. To locate this, please go to www.axs.com/uk, travel to the bottom of the website, and click on the Help Centre link. Our opening hours are: Monday to Friday, 9am – 5:30pm.
By email
You can also contact us by e-mail on access@bst-hydepark.com, please note that it may take up to five working days to receive a response.
If the event is in 3 days or less, please call us on the telephone number above.
If you require further assistance with booking tickets or the information required cannot be found on any web pages, please call the the Accessibility Booking + Information line on 0344 581 0909. Opening hours are Monday-Friday, 9am-5.30pm. The phoneline is also open on weekend event days, 9am-5.30pm.
Waiting Lists
If you wish to be added to the waiting list and /or you wish to book a free PA pass this can be done via email at access@bst-hydepark.com.
Please note: If you have not heard back by two weeks prior to the show then unfortunately your ticket request has been unsuccessful, and we will not be able to accommodate the specified ticket type.
Attitude is Everything
Attitude is Everything improves Deaf and disabled people’s access to live music by working in partnership with audiences, artists and the music industry.
Having begun as a pilot project in 2000, Attitude is Everything is now a fully independent charity and part of Arts Council England’s National Portfolio of Organisations. They encourage events producers to go beyond the legal obligations set out in the Equality Act and implement best practice, providing a fair and equal service to their Deaf and disabled customers.
Attitude is Everything support the music industry to understand Deaf and disabled people’s access requirements at music venues and festivals by building equality into the strategic process using a Charter of Best Practice. The ethos of the Charter is that Deaf and disabled people should be as independent as they want to be at live music events and over 100 venues and festivals have already signed up.
www.attitudeiseverything.org.uk
Become a Mystery Shopper
The Attitude is Everything Charter of Best Practice encourages live venue promoters to publicly show their commitment to improving access, and is assessed by a nationwide team of Mystery Shoppers.
To become a Mystery Shopper, you can visit the Attitude is Everything website or email mauro@attitudeiseverything.org.uk to request the forms and more information.
