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Frequently Asked Questions - Disabled Accommodations

Where is the Access-a-Ride pick-up and drop-off area located?

I may require helping using the wheelchair lift, will someone be available to assist me?

Do your ATM’s have the Braille lettering on the buttons?

My seats are in section 313WC and I think that is on the Bridge Level; what is the easiest way to get there?

Why are the escalators turned off at the end of an event?

I’m coming to a show that has a general admission standing room (SRO) floor and I use a wheelchair; how does that work?

My mother has sensitivity to strobe or flashing lights. Is it possible to know in advance if a concert will contain those elements?

Is there a special area for nursing mothers to use?

We want to bring a group of young people who use wheelchairs for a tour of Madison Square Garden. Is the tour accessible?

Where is the closest yellow cab stand?

Is it possible to hang up our coats on the railings of the wheelchair seating areas?

I am a wheelchair user and obtained non-accessible tickets from a friend or company, can I use them?

I am a wheelchair user and would like to sit with my friends and/or family members. Is this possible?

I cannot attend an event for which I have tickets; can I obtain a refund?

My parents are elderly and have difficulty climbing stairs and/or walking long distances. Can you provide a wheelchair?

I already have tickets for an event and I recently broke my leg and have a cast on. What can I do?

I am a season ticket holder and recently had surgery, as a result, I am unable to get to my seats. What can I do?

I have tickets for a Suite and would like to use them for a guest who requires the use of an electric scooter or wheelchair. What can I do?

I am a large person and I don't think I can fit in the seat I have. What can I do?

Are there Assistive Listening Devices available at Madison Square Garden?

I have a ticket that according to the seating chart, is on your wheelchair platform and I am not disabled?

I am legally blind and utilize a service dog. Can my service dog accompany me to my seat?

I ordered wheelchair seats from Disabled Services and they are being held at will call. Can I send my brother to pick them up?

Is there a good location to drop off my parents at the Garden?

I purchased tickets for an upcoming concert but I require a sign language interpreter, what should I do?

We purchased tickets for an event on StubHub/third party website/broker and believe we may have disabled seating that we do not require. What should we do?

My Dad uses a walker, is it possible to store or check his walker at Madison Square Garden?

We just heard about the Chase Bridge Seating. Will wheelchair and aisle transfer seating be available on this new level?

Where are the Family restrooms located at Madison Square Garden? Can a single person use one?

I use a ventilator and may need to plug in my device; are electrical outlets available?

I have special dietary needs that are medically necessary. Am I allowed to bring my own food into the Garden?

Where is the Access-a-Ride pick-up and drop-off area located?

The drop off and pick up locations are on 7th Avenue southbound just north of 31st Street and on 8th Avenue and 33rd Street northbound. If you will be picking up tickets at the box office, please advise your driver to use the 7th Avenue drop off location.

I may require helping using the wheelchair lift, will someone be available to assist me?

Our event staff has been trained on use of the lifts and is available to assist any guest with their use.

Do your ATM’s have the Braille lettering on the buttons?

The ATM’s in the Arena and Chase Square are equipped with Braille number pads, volume increase capability, voice activation, and are headphone compatible.

My seats are in section 313WC and I think that is on the Bridge Level; what is the easiest way to get there?

The most direct route is to enter via 7th Avenue/Chase Square, proceed to the elevator at Tower D to the 10th floor. From there, section 313WC is to your right.

Why are the escalators turned off at the end of an event?

The escalators are turned off generally towards the end of an event to prevent crowding at the base. The safety and security of all guests is of the upmost importance. We encourage guests with mobility concerns to utilize the Tower elevators for exiting. Please note there may be some wait time during busy egress periods.

I’m coming to a show that has a general admission standing room (SRO) floor and I use a wheelchair; how does that work?

For SRO only shows, a section for wheelchair guests will be setup in close proximity to the stage so that they may enjoy the show in a more comfortable setting. While provided, it is not required for wheelchair users to remain there. Ask any usher for directions.

My mother has sensitivity to strobe or flashing lights. Is it possible to know in advance if a concert will contain those elements?

Many times acts will include these elements as they are part of their show. Please contact Disabled Services at 212-465-6034 for more information.

Is there a special area for nursing mothers to use?

A mother may nurse her child in any public location where she is comfortable and authorized to be. Breast pumps are permitted in the Arena. Nursing mothers seeking more discreet accommodations are welcome to use the Family Restrooms located at sections 117 or 227. For further assistance during the event, mothers can visit the Guest Experience office across from section 117.

We want to bring a group of young people who use wheelchairs for a tour of Madison Square Garden. Is the tour accessible?

The Madison Square Garden tour is fully accessible. For more information or to purchase tickets please visit www.thegarden.com/tours.

Where is the closest yellow cab stand?

New York City cab stands are located on 7th Avenue directly in front of the Chase Square entrance between 31st and 32nd streets and on the 8th Avenue just south of 33rd street. Please ask any usher or security personnel to direct you.

Is it possible to hang up our coats on the railings of the wheelchair seating areas?

For the safety of everyone at the Garden, guests are asked to refrain from leaning on, reaching over, sitting on, standing near or placing objects on Arena railings, stairs, or plexi-glass. In addition, a 36” area in front of seating on the wheelchair platforms must remain clear and unobstructed at all times, as required by law.

I am a wheelchair user and obtained non-accessible tickets from a friend or company, can I use them?

YES.  If you have obtained non-accessible tickets, and you are a wheelchair user or other individual with a disability who requires the features of accessible seating, please call the Disabled Services Department in order to be relocated, whenever possible, to a designated wheelchair location. We do, however, encourage you to utilize our services when purchasing tickets, so that we may better assist you.

I am a wheelchair user and would like to sit with my friends and/or family members. Is this possible?

YES. At a minimum, you will be permitted to purchase tickets for you and one guest/companion beside you. Based upon availability, you may be able to purchase up to three companion seats contiguous (next to) to your wheelchair space.  In addition, you may purchase tickets for additional guests in close proximity to our wheelchair sections.  Please note, for events and/or specific seating sections where ticket sales are limited to fewer than four tickets per patron, the same ticket restrictions will apply to the purchase of accessible seating.

I cannot attend an event; does this mean I lose my money?

There are no refunds or exchanges on tickets purchased for events at Madison Square Garden. On rare occasions, such as hospitalization or illness of the disabled guest, tickets may be exchanged or refunded. If you are unable to attend an event due to extenuating circumstances, please contact the Disabled Services Department (Monday-Friday 9:30am – 4:30pm ET) prior to the event taking place, to determine what options may be available.

My parents are elderly and have difficulty climbing stairs and/or walking long distances. Can you provide a wheelchair?

YES.  For individuals who have limited mobility, we can provide a wheelchair to transport guests from our Main Lobby to your seats via our Wheelchair Escort service. Please arrive early to allow yourself time to be accommodated without missing any of the event. Upon arriving at Madison Square Garden, please ask a guest experience representative or a security guard for assistance. Please be aware that our staff will not remain with the patron during the event, nor will they allow the guest to remain in or keep the wheelchair for the duration of the event.  In the event a patron requires the use of a wheelchair for the duration of the event, we recommend bringing your own wheelchair or other mobility device.

I already have tickets for an event and I recently broke my leg and have a cast on. What can I do?

Please call the Disabled Services Department (Monday – Friday 9:30am – 4:30pm ET) or email us at Disabledservies@msg.com.  Subject to availability, we will relocate you to appropriate seating that better enables you to attend the event in a comfortable and enjoyable manner. When calling, please have your event, date, section, row and seat number available.

I am a season ticket holder and recently had surgery, as a result, I am unable to get to my seats. What can I do?

Please contact your Season Ticket Holder Representative and explain the situation. Subject to availability, we will relocate you to appropriate seating that better enables you to attend the game in a comfortable and enjoyable manner. When calling, please have your account number and seat location available for your representative.

I have tickets for a Suite and would like to use them for a guest who requires the use of an electric scooter or wheelchair. What can I do?

All of our Suites are wheelchair accessible, however, a seat may need to be removed to provide a seating space for the wheelchair or electric scooter.   Please call the Disabled Services Department (Monday – Friday 9:30am – 4:30pm ET) at least 48 hours in advance of the event. Please have the Suite number and the date/time of the event you are attending and we will make arrangements to have a seat removed to make room for the electric scooter or wheelchair, if required.  Our Event Level Suites require a relocation to view the event.

I am a large person and I don't think I can fit in the seat I have. What can I do?

Madison Square Garden offers seating with movable armrests and folding chairs without armrests. Please call the Disabled Services Department in advance of the event (Monday – Friday 9:30am – 4:30pm ET). if you require this type of accommodation.

Are there Assistive Listening Devices available at Madison Square Garden?

YES. Assistive listening devices are available for deaf and hard of hearing individuals in both The Arena at the Guest Experience Office at sections 117 and 227, and The Theater at Madison Square Garden in the Event Managers Office near section 101. Guests will be required to leave valid identification such as a driver's license. This is a complimentary service.

I have a ticket that according to the seating chart, is on your wheelchair platform and I am not disabled.

As long as your ticket reads GENERAL ADMISSION or ADULT, these disabled locations have been released for sale to the non-disabled public. You will sit in a high quality, padded, folding chair – the same chairs we use for all floor seats. However, if your ticket reads WHEEL, TRANS or ADA you have a ticket for the wheelchair platform or other disabled location and must call the Disabled Services Department at (212) 465-6034.

I am legally blind and utilize a service dog. Can my service dog accompany me to my seat?

Service Animals
Service animals are permitted at Madison Square Garden.  The Americans with Disabilities Act (ADA) defines a service animal as any dog, such as a guide dog or signal dog that is individually trained to provide assistance to an individual with a disability.  This includes psychiatric service animals that are individually trained to provide service to individuals with psychiatric or neurological disabilities, such as preventing or interrupting impulsive or destructive behaviors.  Service animals must be harnessed, leashed or tethered at all times, unless special circumstances exist, and will be required to rest in the seating area of the individual with a disability, rather than in the aisle.  A guest whose service animal poses a threat to the safety of other guests and employees, or whose animal is not housebroken, may be asked to escort the animal off the premises.

If you are an individual bringing a service animal, we strongly recommend that you contact Madison Square Garden’s Disabled Services Department to request a photo ID for your animal, which will help to expedite entry and access. Please click here to request your Animal Access Card.

If you have any questions about this pass or about service animals or any other type of assistance animals, you can contact Madison Square Garden’s Disabled Services Department at 212-465-6034.

Emotional Support Animals
An emotional support animal may only be used at our facilities by persons with a diagnosed mental or emotional disorder.  While the animal may or may not have specific training for that function, it must be trained to behave appropriately in a public setting.   Animals must be harnessed, leashed or tethered at all times, unless special circumstances exist, and will be required to rest in the seating area of the individual who brought the animal, rather than in the aisle.  A guest whose animal poses a threat to the safety of other guests and employees, or whose animal is not housebroken, may be asked to escort the animal off the premises.

If you are an individual seeking to bring an emotional support animal, you must contact Madison Square Garden’s Disabled Services Department to apply for a photo ID for your animal at least 48 hours before the scheduled event. Please click here to request your Animal Access Card.  

To be granted an animal access card, you must provide documentation on letterhead (dated within 1 year of the scheduled event) from a licensed mental health professional (psychiatrist, psychologist or licensed clinical social worker) or a medical doctor specifically treating your mental or emotional disability.  That letter must include the following:

  • The patron has a mental health-related disability recognized in the Diagnostic and Statistical Manual of Mental Disorders – Fourth Edition (DSM IV).
  • The animal accompanying the patron is necessary to the patron’s mental health or treatment, and the task the animal performs.
  • The individual providing the assessment of the patron is a licensed mental health professional and the patron is under his or her professional care.
  • The mental health professional’s license number OR the type of license, the issue date and the state or other jurisdiction in which it was issued.

Verification of the document will include Madison Square Garden’s Disabled Services Department contacting your mental health care professional to authenticate the documentation.  If we are unable to validate the documentation, or if the advance notification is not provided, the animal will not be permitted in the facility.

I ordered wheelchair seats from Disabled Services and they are being held at will call. Can I send my brother to pick them up?

You can designate an alternate pick-up name by calling the Disabled Services Department (Monday – Friday 9:30am – 4:30pm ET) at least 24 hours in advance of the event. You will be asked to provide the name of the person picking up your tickets so that it may be added to your account. The individual will be required to present their identification along with your driver’s license or credit card used to purchase the tickets, in order to obtain the tickets from will call.

Is there a good location to drop off my parents at the Garden?

The drop off location closest to the Chase Square Mall (main) entrance is on 31st or 33rd Street just west of 7th Avenue.

I purchased tickets for an upcoming concert but I require a sign language interpreter, what should I do?

Guests requiring interpreting services for concerts should contact our Disabled Services department as soon as possible but no later than three weeks prior to the show so that appropriate accommodations can be made.  Madison Square Garden will attempt to satisfy requests received less than three weeks prior to the show, but interpreting services may not be available with less than three weeks’ advance notice. 

We purchased tickets for an event on StubHub/third party website/broker and believe we may have disabled seating that we do not require. What should we do?

Please contact the Disabled Services department with your seat location for additional instructions and information.

My Dad uses a walker, is it possible to store or check his walker at Madison Square Garden?

Yes. Canes, walkers, wheelchairs or other mobility devices can be stored at the Guest Experience Office at section 117.

We just heard about the Chase Bridge Seating. Will wheelchair and aisle transfer seating be available on this new level?

Yes. There will be wheelchair and aisle transfer available on the Chase Bridge. Please call the Disabled Services Department for more information.

Where are the Family restrooms located at Madison Square Garden? Can a single person use one?

Family restrooms (wheelchair accessible) are located throughout the Arena and Theater, as well as all restaurants, and are clearly marked. Any guest is permitted to use the Family restrooms if they require that type of accommodation.

I use a ventilator and may need to plug in my device during the event; are electrical outlets available?

There are electrical outlets on almost every wheelchair platform. Please call the Disabled Services department, in advance of the event for further assistance.

I have special dietary needs that are medically necessary. Am I allowed to bring my own food into the Garden?

No. Outside food or beverages are not permitted inside the Arena. Madison Square Garden is proud to offer an extensive assortment of food options (including vegetarian, Kosher and Gluten-free).  For more information, visit our concessions page or contact the Disabled Services department.


Contact Us

Meeting the needs of our guests with disabilities at Madison Square Garden is a never ending commitment. In our effort to continually improve accessibility, we ask that you contact us with your comments, questions and/or suggestions:

ADDRESS:    Madison Square Garden
                       Attn: Disabled Services Department
                       2 Penn Plaza – 24th Floor
                       New York, NY  10121

TELEPHONE: (212) 465-6034

EMAIL:     disabledservices@msg.com

 

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