Guest Services A-Z

Calendar

Microsoft Theater management is dedicated to providing an exciting and memorable guest experience while ensuring the safety and security of all Guests. The following policies set forth certain rules for attending any Microsoft Theater event. These policies apply to all guests. Guests who violate any of the policies will be escorted by security out of the theatre. Additionally, Microsoft Theater management reserves the right to suspend ticket privileges for guests who do not comply with these event policies.

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

A

Accessibility

Please see our Disabled Services page for information regarding accessibility.

Address

Microsoft Theater is located at 777 Chick Hearn Court, Los Angeles, CA 90015.

Airports

Microsoft Theater is easily accessible from Los Angeles International Airport (LAX) and the Bob Hope Airport in Burbank, CA (BUR). See our Directions or Public Transportation page.

Aisles

For safety, and as a courtesy to other guests, aisles must be kept clear at all times. Please follow the directions of the usher in your section to your assigned ticketed seat and refrain from standing in the aisles.

Alcohol Serving and Consumption

Microsoft Theater and its food and beverage concessionaires have adopted an alcohol policy that is designed to protect guests and the community from alcohol-related incidents. In addition to our responsible alcohol service guidelines below, Microsoft Theater offers a Designated Driver Program at most events.

Guests are expected to obey all state and local laws governing the purchase, possession, and consumption of alcoholic beverages. It is illegal for anyone under the age of 21 to be in possession of, or consume alcoholic beverages. In addition, the following items are to be noted:

  • Microsoft Theater reserves the right to deny entry to anyone who appears to be impaired.
  • For most events, there shall be a maximum limit of two alcoholic beverages sold to each Guest, per purchase, per valid ID.
  • All Guests who appear to be younger than the age of thirty-five (35) will be asked to show positive identification prior to being served alcoholic beverages. Acceptable forms of valid United States identification are: State Issued Driver's License, Passport, United States Passport Card, State Issued I.D. Card w/ Photo, Military I.D. w/ Photo and Mexican Consular Card.
  • Microsoft Theater reserves the right to eject anyone under the age of twenty one (21) who is observed to be in possession of, or consuming alcohol on the premises or who appears to be visibly impaired. Ejected guests will not receive a refund for their tickets or be compensated in any way for their loss.
  • Microsoft Theater and its food and beverage concessionaires conduct ongoing responsible alcohol management training sessions for its serving staff.
  • At most events, service of alcohol will stop 30 minutes prior to the end of the event.
  • Guests must discard alcoholic beverages prior to exiting the building.

Animals

Animals or pets of any kind are prohibited in Microsoft Theater with the exception of trained service animals and service animals in training for guests with disabilities. Service animals are welcome inside the venue, but must remain on a leash or in a harness at all times. Service animals will rest in the seating area of the individual with a disability, rather than in the aisle. A guest unable to control or whose service animal poses a threat to the safety of other Microsoft Theater guests and employees may be asked to escort the animal off the premises.

ATM Locations

There are two Wells Fargo ATM locations at Microsoft Theater. One located outside the building to the right of the Main Entry Doors, and another inside the building to the left of the main concession stands on the south side of the Orchestra Lobby. For our guests' convenience, most concession stands, bars, and merchandise kiosks accept all major credit cards, including American Express.

B

Baby Bags/Bottles/Formula

Baby bags, plastic bottles, and formula are permitted into the building. Glass bottles will not be permitted. Should the bag become an obstruction due to its size, guests may be asked to check the bag in to Guest Services (located on the The Lounge Level).

Baby Changing Tables

Baby changing tables are located throughout the theatre, including our Family Restroom, on all levels in both male and female restrooms.

Backstage/Stage

Guests who are seeking access Backstage, or on the Stage, may only do so with the proper credential. Guests who attempt to access and/or are found to be in these locations without proper credentials will be subject to ejection and/or arrest.

Bags

All bags larger than 14" x 14"(i.e. backpacks, suitcases, luggage, beach bags, etc.) will be prohibited from entry into the theatre.

Binoculars

Guests are welcome to bring their personal binoculars for most events at Microsoft Theater.

Booster Seats

Guests are welcome to bring their personal booster seats for most events at Microsoft Theater.

C

Cameras/Photography

Non-professional, non-flash still photography is permitted at most events (disposable, digital, or 35mm cameras with no interchangeable or telephoto lens). However, for some events, at the request of the artist/performer, cameras of any type may be prohibited. Video recording devices(including GoPro cameras), audio recording devices, monopods(including selfie sticks), tripods, and cameras with telephoto or interchangeable lenses (professional photography equipment) are not permitted inside Microsoft Theater at any time. Video recording on any device and/or flash photography is prohibited at all times. This policy will be strictly enforced and management reserves the right to deny any electronic device at their discretion.

Child Admissions

For most events, children 2 years of age and younger do not require a ticket to be admitted into Microsoft Theater; however, they must sit on an adult's lap and may not occupy a seat. Any child 3 years of age and older will require a ticket to enter the theatre and must occupy their ticketed seat only. Please note that some shows (especially those intended for children) will have a different age policy. For most children's shows, children 1 year and older will require a ticket. Please see the specific event page or contact Guest Services for further information.

Code of Conduct

Microsoft Theater is committed to creating a safe, comfortable, and enjoyable entertainment experience. Guests are expected to follow the below guidelines and should expect an environment where:

  • Guests will be treated in a consistent, professional and courteous manner by all venue personnel.
  • Guests will consume alcoholic beverages in a responsible manner. Intervention with an impaired, intoxicated or underage guest will be handled in a prompt and safe manner. Management reserves the right to deny entry into the venue and/or refuse service to guests displaying visible signs of impairment/intoxication.
  • Guests will sit only in their ticketed seats. Guests must posses a valid ticket and/or credential at all times, and provide it when requested.
  • Guests are permitted to sit or stand during an event, provided that they are only occupying the area in front of their ticketed seat. Standing in aisles, and/or on chairs is strictly prohibited.
  • Guests who engage in disruptive behavior (including foul/abusive language or obscene gestures), fighting, throwing objects, or attempting to enter the stage or backstage areas will be immediately ejected from the venue.
  • Any obscene or indecent messages on signs or clothing will not be permitted.
  • Guests will not smoke in or around the venue. Microsoft Theater and L.A. LIVE are non-smoking facilities.
  • Microsoft Theater is not responsible for any unattended, lost, or stolen items.
  • Guests will comply with all requests from venue staff regarding theatre operations and emergency response procedures.
  • Guests are responsible for their own good time and are expected to report any incident, concern, or inappropriate behavior to venue personnel as soon as possible.

Microsoft Theater staff has been trained to intervene where necessary to help ensure that the above expectations are met, and guests are encouraged to report any inappropriate behavior to the nearest Usher, Security Officer, or Guest Services Staff Member. Guests who choose not to adhere to these provisions will be subject to ejection without refund, and may also be in violation of city ordinances resulting in possible arrest and prosecution. If you feel that our staff doesn’t address any issues to your satisfaction, please request to speak with a Supervisor or Manager immediately.

Venue management reserves the right to approve, adjust, or enforce any policy at their discretion.

Compliments, Comments, Concerns

During an event, guests are recommended to express any compliments, comments, or concerns at our Guest Services Center, located in the The Lounge Lobby. Guests are also encouraged to use our In Stadium Solutions (ISS) system by texting the word MICROSOFT with the Issue and Location to 69050. *MSG & Data rates may apply.

After an event, please contact Guest Services to leave feedback.

Concessions

Microsoft Theater has an exclusive concessionaire agreement with Levy Restaurants. Concession stands are located on each level of the venue.

Located on all open levels

Entrees: Downtown Dog, BBQ Chicken Salad, Caesar Wrap*, Turkey Wrap*
*served with Kettle Chips
Snacks: Popcorn, Soft Pretzels, Toffee Peanuts, Cashews
Sweet Treats: Caramel Apple, Caramel Popcornopolis, Assorted Candy, Cookies
Beverages: Coca-Cola Sodas, Dasani Water, Coors Non-Alcoholic, Energy Drink, Coffee
Alcoholic Beverages: Ultra-Premium, Premium, and Top Shelf Selections; Domestic Beer, Import Beer, Premium Wine, House Wine, Champagne; Bull Rush Margarita: el Jimador Tequila, Sweet & Sour and a Cointreau Noir Float

Specialty Stands Located on the Orchestra level

Entrees: Downtown Dog, Nachos, BBQ Chicken Salad, Carne Asada Tacos, Carne Asada Nachos, Chicken Tenders*, Buffalo Wings*, Caesar Wrap*, Turkey Wrap*
*served with Kettle Chips
For Kids: Kids Taste Club Meal (Choice of all-beef dog or chicken tenders served with carrots, snack, & fruit juice)
Snacks: Popcorn, Soft Pretzels, Toffee Peanuts, Cashews
Sweet Treats: Caramel Apple, Caramel Popcornopolis, Assorted Candy, Cookies
Beverages: Coca-Cola Sodas, Dasani Water, Energy Drink, Coffee
Alcoholic Beverages: Domestic Bottled Beer, Import Bottled Beer

All concessions stands and menu items are subject to change/availability per event.

OUR PROUD SPONSORS:  Coca Cola  Bud Light
 

 

D

Designated Driver Program

Microsoft Theater continually works with the Los Angeles Fire Department, the Los Angeles Police Department, and other agencies in the development of specific Emergency Procedures Plans for each event. Microsoft Theater's goal is to provide a safe and enjoyable atmosphere by using installed automated security systems and appropriate security operating plans. Trained GuestServices and Security personnel will ensure the security and safety of all guests, performers, and employees at Microsoft Theater. In the case of an emergency, guests must comply with requests from venue staff regarding theatre operations and emergency response procedures.

Disturbances

All guests must maintain reasonable and appropriate behavior at all times. Guests using offensive language or engaging in disorderly conduct may be ejected from the facility and may be subject to arrest. Ejected guests will not receive a refund for their tickets or be compensated in any way for their loss. Disturbances include, but are not limited to, the following:

  • Standing on chairs
  • Placing children on shoulders
  • Drunk and disorderly conduct
  • Fighting or challenging others to fight
  • "Mooning" or exposing private body parts
  • Interference with or delay of the event
  • Violation of Microsoft Theater's event policies
  • Violation of the local, state, and federal laws and statutes
  • Igniting and display of flames, i.e. lighters / matches in the facility bowl
  • Attempting to enter the stage or backstage areas without permission
  • Throwing, discharging , or launching any liquid substance or object
  • Willfully and maliciously disturbing another guest or employee with loud and unreasonable noise
  • Using profanity and/or offensive words, which are likely to provoke a violent reaction from others
  • Taunting or using offensive language against the performers, guests and/or staff.

Door Opening

Door opening times for Microsoft Theater events will vary according to each event.

Dress Code

All guests in attendance are required to wear a shirt, shorts/pants, and shoes at all times for their own safety. Microsoft Theater management reserves the right to deny entry to guests wearing clothing items displaying offensive text and/or images.

E

Electronic Cigarettes

Electronic cigarettes are not permitted in the venue at any time.

Emergencies/Evacuations

Microsoft Theater continually works with the Los Angeles Fire Department, the Los Angeles Police Department, and other agencies in the development of specific Emergency Procedures Plans for each event. Microsoft Theater's goal is to provide a safe and enjoyable atmosphere by using installed automated security systems and appropriate security operating plans. Trained Guest Services and Security personnel will ensure the security and safety of all guests, performers, and employees at Microsoft Theater. In the case of an emergency, guests must comply with requests from venue staff regarding theatre operations and emergency response procedures.

Entry Inspections

All guests entering the theatre are subject to a metal-detector screening, visual inspection, and bag inspection conducted by Microsoft Theater Security personnel. The purpose of the inspection is to detect Prohibited Items.

F

Family Restrooms

All restroom facilities at Microsoft Theater are wheelchair accessible and are clearly marked. In addition, we have a unisex/ family restroom available on the The Lounge Level.

First Aid

Trained Emergency Medical Technicians (EMT) personnel are available to assist any guest in need at every Microsoft Theater event. The First Aid office is available for every event and is located on the The Lounge Level of the theater. In addition, Microsoft Theater is equipped with Automatic External Defibrillators (AED) located in various locations throughout the facility. Designated employees, including our EMT staff, have been properly trained and certified to use the AED. In the event of a medical emergency, contact a member of our Guest Services or Security staff for assistance.

Flyers/Handouts/Product Samples

The distribution of promotional items, flyers, or printed materials is not permitted without written permission of Microsoft Theater and/or its tenants. The sampling and distribution of products is prohibited.

Food and Beverage

Guests may not bring food and/or beverage items into the theater during events. The only exception is unopened plastic water bottles, one liter or smaller. Glass bottles or metal cans are strictly prohibited. Guests must dispose of the unauthorized items prior to entrance into the theater or return them to their vehicle. Guest Services will not check-in or store any food or beverage items. Guests with specific/special dietary needs due to medical conditions or religious requirements should contact Guest Services to discuss food options available.

G

General Admission (GA) Pit

The General Admission area is located in the Pit, is standing room only and there are no seats. Guests with GA PIT tickets may enter the South Doors Entrance located on the corner of Chick Hearn Ct. (11th St.) and Georgia St. Guests wishing to arrive early are encouraged to line-up no earlier than 10:00am. Doors will open at the same time for all guests. After entering the building, all guests with GA PIT tickets will receive a wristband to access the Pit.

Group Ticketing

For information regarding Group Sales Ticketing please visit our Ticketing page.

Guest Services Center

Our Guest Services Center is located on the the Lounge Level and is designed to provide information to guests with questions, concerns, or issues during Microsoft Theater events. In addition, Guest Services provides assistance to guests with disabilities (see Disabled Services). Should you have a question, comment, or concern before or after an event, please contact Guest Services.

H

Housekeeping

Guests may contact the nearest Usher or Security Officer if there is a spill or Housekeeping concern during an event; however, guests are encouraged to use our In Stadium Solutions (ISS) system by texting the word MICROSOFT with the Issue and Location to 69050. *MSG & Data rates may apply.

I

In Stadium Solutions Texting Service

Microsoft Theater has teamed with In Stadium Solutions (ISS) to provide guests with an in-event texting service, allowing guests to text issues to building management anonymously and discretely without having to leave the comfort of their seat. Guests may text the word MICROSOFT Issue and Location to 69050. If you have any questions or need further assistance regarding this program, please email Custome[email protected] or call toll-free 1-877-410-7081.

Participation in our service is free of charge but standard carrier text messaging & data charges will apply. Text STOP, END, QUIT, CANCEL, UNSUBSCRIBE, STOPALL to 69050 to be removed from any list and end subscription to the service.

Internet/Wi-Fi

Internet/ Wi-Fi access is not available to guests at Microsoft Theater.

Intoxicated Guests

Microsoft Theater reserves the right to deny entry to intoxicated guests. Any intoxicated guests causing a disturbance during an event will be asked to leave the facility and may be subject to arrest. For more information, please also see Alcohol Serving and Consumption.

L

Laptop/Tablet Computers

Laptops, any type of personal computers, and tablets (i.e. iPads, TouchPads, etc.) will not be permitted inside Microsoft Theater.

Lost Children/Guests

Lost children/guests should be directed to Guest Services, located on the the Lounge Level. Parents looking for a lost child should contact the nearest Usher or Security Officer. For safety reasons Microsoft Theater is unable to make in-house announcements for lost children or guests.

Listening Devices

Microsoft Theater is equipped with a Listen assisted listening device (ALD) system. Receivers are available for most events and are provided free of charge with a valid form of identification from the Guest Services Center located on the the Lounge Level.

Lost and Found

Microsoft Theater management assumes no responsibility for items lost at events. All lost and found items are taken to our Guest Services Center during events, located on the Lounge Level. During an event, guests should visit Guest Services to inquire about lost items. After an event, please contact Guest Services with a description of the item and the date the item was lost.

Lost/Stolen Tickets

For lost tickets, guests must contact their point of purchase. For stolen tickets, guests should contact local law enforcement first, then their point of purchase. For more information, please contact the Microsoft Theater Box Office.

P

Prohibited Items

The following is a partial list of items that are prohibited at all Microsoft Theater events and is subject to change. Please contact Guest Services for specific policies/information.

  • Weapons, knives, pepper spray/mace, flares, fireworks
  • Food, beverage, alcohol, cans, bottles, flasks, coolers, drugs, illegal substances
  • Pamphlets, product samples
  • Strollers, skateboards, rollerblades, bicycles, helmets, chairs, beach balls
  • Laptop/Tablet computers, 2-way radios, laser pointers, flashlights
  • Balloons, permanent markers, spray paint
  • Noise making devices: air horns, drums, whistles
  • Cameras: no flash/professional photography, tripods, monopods or selfie sticks
  • Recording Devices: audio or video
  • Bags (backpacks, large bags, suitcases, luggage): may not be larger than 14" x 14"
  • Signs/Flags/Banners/Posters: may not be larger than 11" x 17" or attached to a pole/stick

R

Re-Entry

Microsoft Theater has a "No Re-Entry" policy for all events. Guests who wish to return a prohibited item to their vehicle or need to exit and re-enter due to personal emergencies must first make contact with a Guest Services Supervisor or Manager to make necessary arrangements.

Recording Devices

Audio and video recording devices are prohibited from Microsoft Theater for all events. These devices include, but are not limited to, video cameras/camcorders, tablet computers and audio recording devices. In addition, video/audio recording on permitted devices (i.e. smart phones) is prohibited.

Restrooms

Restrooms are located on every level of the theater. See also Family Restroom.

S

Sign Language Interpreters

Microsoft Theater is pleased to offer sign language interpretation for guests with hearing impairments. Requests for this service must be received at least 2 weeks prior to the event and may be arranged through Guest Services.

Signs/Banners/Posters/Flags

Unless otherwise specified by the event officials/management, Microsoft Theater welcomes guests bringing small signs, banners, posters and flags inside the building to show fan support during events. The following guidelines relate to these items:

  • Item must be related to the event
  • Item may not be attached to a stick/pole
  • Item may not be larger than 11" x 17" in dimension
  • Item may not obstruct any sponsors/advertisers signage
  • Item may not be hung, attached, or displayed on any part of the building
  • Item may not contain or display obscene/offensive language and/or pictures, as determined by Microsoft Theater management
  • Item may not be constructed or displayed in a manner that may obstruct the view of other guests or in any way create a safety hazard for others as determined by Microsoft Theater management

Smoking/Non-Smoking Environment

Smoking (including electronic cigarettes) is not permitted in the theatre at any time. Also note that the plaza outside of the theatre has been designated as a non-smoking area by L.A. LIVE Management. 

Standing Policy

Guests are allowed to stand during an event, provided that they are only occupying the area in front of their ticketed seat. Standing in aisles, and on chairs is strictly prohibited.

Strollers

Guests are encouraged to leave strollers in their vehicles prior to arrival at the theatre. Strollers are not permitted in the seating sections of the theatre; however, strollers may be checked into our Guest Services Center, located on the The Lounge Level.

T

Ticket Resale

The resale of tickets ("scalping") is against the law and will not be permitted in and around the property of Microsoft Theater. Violators will be reported to the Los Angeles Police Department. In addition, in accordance with the Los Angeles Municipal code, guests may not sell their unused tickets to others in and around Microsoft Theater.

Los Angeles Municipal Code SEC. 42.03 states: "No person in or upon any public street, sidewalk, or other public place shall sell or re-sell or offer to sell or re-sell any ticket of admission to a place of public assemblage. No person in or upon any place which is open to the public shall sell or re-sell or offer to sell or re-sell any ticket of admission to a place of public assemblage."

To avoid problems with counterfeit, stolen or voided tickets, guests should make your purchases through authorized outlets only.

W

Weapons

Guests, including law enforcement personnel not present in an official capacity, are prohibited from bringing weapons into the theater. Microsoft Theater does not provide weapon lockers and will not check in weapons at Guest Services. Weapons include, but are not limited to, the following: firearms, explosives, stun guns, handcuffs, brass knuckles, sticks, clubs, batons, martial arts instruments, pepper spray, tear gas, knives, etc. Guests found in possession of the above-mentioned items will be asked to remove the item from the theater or dispose of it. Guests who refuse to comply will be ejected from the theater and may be subject to arrest. Ejected guests will not receive a refund for their tickets or be compensated in any way for their loss.

Wheelchair Escorts

Guest Services provides complimentary wheelchair escorts to guests with special needs when requested. Escorts are available at any entry point or guests may make advance escort arrangements by contacting Guest Services.

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