FAQ

Last update 08.03.2022

Starting 7 March 2022, you don't need the Covid Safe Ticket or European Covid Certificate anymore to enter the venue. It won't be asked at the entrance of the concert or event.

Face mask is not mandatory but is still recommended.

If you are travelling to Belgium for the concert or event, please follow the covid traveling guidelines of your country and Belgium. You might still need a Covid certificate to pass the border.

The corona barometer has been approved by the Belgian Government and came into effect on 28 January 2022. This details the health measures to be applied at public events, among others, according to the phases of the Covid pandemic in Belgium. There are 3 colours: yellow, orange and red. This colour might have an impact on your event (seated only, standing allowed, mask, Covid Safe Ticket, number of attendees, …).

Current colour code: YELLOW (starting 07.03.2022)

Colour code meaning: https://www.info-coronavirus.be/fr/barometre-corona/

Latest news: https://www.info-coronavirus.be/en/news/occ-0403/

https://www.info-coronavirus.be/en/faqs/

https://coronavirus.brussels/en/home-2/

You can buy tickets online, via telephone, through the venue box office and through any of our authorized ticket sellers.

For each event there is a limit on the number of tickets each person can purchase to ensure that as many people as possible have access to tickets. Once you have selected your number of tickets these are then removed from the overall ticket inventory and placed in your basket. As a result there is a time limit within which you must purchase your tickets. If you do not purchase the tickets placed in your basket within this time limit, the tickets are then returned to the overall ticket inventory for other customers to purchase.

• E-tickets will be sent in 24 hours after payment.
• If you have not received your tickets by this time please contact your point of purchase.

Unfortunately once a booking has been made we cannot exchange or cancel the ticket unless the event is cancelled or postponed or the event information has significantly changed.

If you don’t receive your confirmation immediately email after purchase, please allow up to 24 hours for it to reach you and please check it has not been directed to your junk mail folder. If you still haven’t received your confirmation email, or have lost it, please contact your point of purchase directly.

If you have not received your tickets within 24 hours of payment and your confirmation email does not mention a delayed delivery of tickets, please contact your point of sale for more information or a new delivery of tickets.

If you believe your tickets have been lost, damaged, or stolen, please contact your point of purchase immediately. Please quote your Booking Reference Number to speed up the process

Unfortunately there may not be an option to change your delivery address after purchasing your tickets, please ensure you correctly enter your delivery details when booking tickets. Your point of purchase will be able to advise you whether a change of address is possible.

Please contact the ticketing service for the cancelled event to receive a refund for that event. Check your confirmation email for the name of the ticketing company through which your tickets were purchased.

For each event the doors will be open 2 hours before the representation.

Filming or taking pictures is not allowed.

Only the artist’s record company, artist’s management, or artist’s fan club may grant backstage access. Palais12 does not handle artist access. Occasionally VIP packages may include a Meet and Greet, please check individual event listings on our website for further details of available packages.

Unfortunately there is no re-entry once leaving the site, so please remember to bring everything that you need with you!

There will be the necessities including toilets, food & beverage stands and a First Aid area.

No food nor drinks are permitted to be brought into any of the events. Click on « Code of Conduct » for more information.

There is no indoor smoking area. Smoking (including electronic cigarettes) is not permitted in Palais 12. You can smoke in the outdoors.

Pets are not allowed.

Unfortunately, there is no ATM in the room, but you can pay by card in self-service and bars . You will find a cash machine at 5 minutes walk from the p12, on the Boulaverd de l'imépatrice Charlotte, in front of the Heysel metro station.

There is no cloakroom.
But there are lockers. These are located on the ground floor, as well as on the other floors of the venue.

• All identifiable lost objects (identity cards, bank cards, ...) are dropped off at the local police station and handed over to the Lost and Found Department of the City of Brussels, which you can contact via: https://www.bruxelles.be/directory-2471
• For any other lost object, contact our office by email at info@palais12.com, with a specific description of your lost object.

No large backpacks, suitcases or trolleys are allowed. Please come as light as possible.

Palais 12 has gone cashless for food and beverage payments. It is only possible to make electronic payments (with credit card, smartphone or smartwatch).
- Cashless powered by ING -

For the purchase of artist merchandising, this can be done in cash or electronically or both. The method is decided by the organiser.

For the lockers you need a coin (€1 size) which you will receive back.

Parking at Brussels Expo is payable in cash and by card.

The toilets are free.

1. Buy your tickets in advance. If you have problems to get them, contact ticket seller. Please note that you will get a better place if you buy your ticket in advance .
2. Make your party a memorable one : Check if a VIP package is available for the event you have chosen .
3. Submit your friends and family to share this unforgettable moment with you.
4. Don't forget you ticket the day of the event.
5. Arrive early ! This will allow you to get a good parking spot and avoid queuing .
6. When you arrive , go to the gate indicated on your ticket , to avoid long waits .
7. Eat, drink and have fun! Our self service & bars offers food & beverage.
8. Plan your return home safely. Taxis are in high demand on performance nights ..
9. Be responsible . Hydrate yourself and watch your belongings.
10. Do not take any prohibited items (including pocket knives and illicit substances). It may be that there is a check inside your bag.Once inside the facility, please note that any output is final.
11. Our staff , which adopts a positive attitude and makes it a point to find a solution to each problem will be happy to help you. Just ask. If you have special needs or mobility problems , please contact us first so we can make the necessary arrangements . Do not hesitate to contact our staff with any questions , concerns or requests for assistance.
12. Do not forget to visit our shop after the show and get a souvenir of an unforgettable evening ..