A - Z Guest Guide


A

Admissions

All guests entering the Arena must have a valid event ticket to gain admission. For most events, including Miami HEAT home games, children under two years of age may enter AA Arena free of charge, providing that he/she sits on the lap of a parent or guardian. AA Arena recommends that guests with children under the age of two (2) years old bring proof of the infants’ age with them to expedite entry. Valid forms of identification are a government-issued birth certificate or passport. Guests 2 years of age and older must have a ticket to enter the Arena.

Guests will not be able to enter the Arena with bags larger than 14” x 14”x 6”, noisemakers, outside food & beverage, coolers, bottles, cans, containers, weapons of any kind, laser pointers, multiple camera lenses nor illegal drugs. Check-In Services for these items are not available. For a complete list of prohibited items, please see “Prohibited Items” below.
 

Advanced Tickets

To purchase tickets (if available) for future HEAT games and upcoming events at the AmericanAirlines Arena, please visit the Ticket Office located on the NE side of the AmericanAirlines Arena (next to Gate 3), or if inside the Arena, Guest Services 103 on the Main Concourse. You may also contact TicketMaster by phone: 1.800.4NBA.TIX or online at: ticketmaster.com.

Alcohol Policy

Alcohol is sold only to guests 21 years of age and older, with proper identification. There is a (2) drink maximum per purchase per person.

Alcohol Shut-off

During Miami HEAT home games all alcohol sales will be terminated at the end of the third quarter.

For events, other than HEAT basketball, the termination of alcohol sales will be determined on an event-by-event basis, by the Senior Management of the AmericanAirlines Arena.

Animals

Animals are not permitted in the AmericanAirlines Arena, with the exception of trained service animals. If you have any further questions regarding this, please contact Guest Services at the AmericanAirlines Arena at 786.777.1237.

Announcements/Paging

The PA announcer will not make private announcements and/or pages during events and HEAT games held at the AmericanAirlines Arena. Please designate a meeting location should your party become separated.

Audio Recording

Audio recording devices are not permitted inside the AmericanAirlines Arena.

Automated External Defibrillator (AED)

An AED is a device used to administer an electric shock through the chest wall of the heart. A built in computer assesses the patient’s heart rhythm, judges whether defibrillation is needed and then administers the shock. Audible and/or visual prompts guide the user through the process.

An AED machine is located on the concourse at section 103, 115, 306, 322, 406 and 415. These portable models allow non-medical people to respond to a medical emergency where defibrillation is required.

Automated Teller Machine (ATM)

For your convenience, the AmericanAirlines Arena has ATMs located on the exterior of the building adjacent to the Ticket Office windows (NE 8th Street); On the Mezzanine, inside Gate One; On the Main Concourse in Section 104, 109, 111, 116, 121 and Section 123; Uptown: 303, 313, 318, 330, 407, 417.

American Airlines Lounge

The American Airlines Lounge are located on the north and south sides of the Event level under the seating bowl at center court. The American Airlines Lounge seating is the first ten (10) rows of seating at center court. Each American Airlines Lounge has a private entrance from the P2 garage into the American Airlines Lounge area.Only tickets and wristbands indicating American Airlines Lounge have access to this exclusive area.

B

Baby Changing Stations

Baby changing stations are located in all men’s and women’s restrooms and family restrooms, throughout the Arena.

Bag/Purse Policy

The AmericanAirlines Arena requests that guests arrive early and travel light, as all guests and bags entering the AmericanAirlines Arena are subject to search. Only fanny packs, purses and clear plastic bags 14” x 14”x 6” or smaller, will be permitted into the Arena.

Birthday Parties

With a group of (20) or more, guests of all ages can celebrate their birthday at a family show or Miami HEAT game, hosted at the AmericanAirlines Arena, by contacting group sales at 786.777.DUNK.

C

Camera and Video Policy

The use of small instamatic & digital cameras, with an extended lens of 6" or less, are permitted during Miami HEAT home games.

When bringing a camera that has multiple lens options (6” or less), please only bring one, so as not be inconvenienced and asked to return your camera to your vehicle.

The use of still cameras during concerts and other events hosted at the Arena, will be determined on an event-by-event basis.

Recording devices, tripods, and professional camera auxiliary lenses are NOT permitted.

Download Camera Policy Guidelines

Camper and RV Overnight Parking

Overnight parking is not permitted at the AmericanAirlines Arena.

Cancellation and Postponed Events

In the rare occasion that an event at the AmericanAirlines Arena is postponed or cancelled, please visit the AmericanAirlines Arena website or call 786.777.1000 for information updates specific to the event that you have tickets for. In most cases, refunds will be available at the point of purchase.

Check-In Services

Check-in services for prohibited items, such as: Bags (including backpacks, briefcases and duffle bags), noisemakers, outside food & beverage, coolers, bottles, cans, containers, weapons of any kind, laser pointers and illegal drugs are not available. Such prohibited items must be returned to the Guest’s vehicle, disposed of, or checked in at an off-site location.

Children/Age

All guests entering the Arena must have a valid event ticket to gain admission. For most events, including Miami HEAT home games, children under two years of age may enter AA Arena free of charge, providing that he/she sits on the lap of a parent or guardian. AA Arena recommends that guests with children under the age of two (2) years old bring proof of the infants’ age with them to expedite entry. Valid forms of identification are a government-issued birth certificate or passport. Guests 2 years of age and older must have a ticket to enter the Arena.

Commercial and Photo Shoots

Click here to learn more about our Commerical and Photo Shoots

Concession Stands/Food & Beverage

Levy Restaurants manages concessions throughout the AmericanAirlines Arena. Our concession stands offer a variety of food and beverages. Major credit cards are accepted. Click here to learn more.

 

Container Policy

For the safety of our guests, bottles, cans, ice chests, thermoses, containers of any kind, or any items that are potentially harmful items are prohibited and will not be allowed into the AmericanAirlines Arena. Possession of these items may be grounds for ejection from the Arena.

Credit Cards

Visa, American Express, Discover and MasterCard are accepted at the Miami HEAT merchandise stands and at the Arena Ticket Office. Credit cards are accepted at Levy concession stands, but are not accepted at Levy specialty carts.

D

Designated Driver Program

The AmericanAirlines Arena/HEAT Group has partnered with Bacardi to bring guests attending Miami HEAT home games a Designated Driver program. Guests, ages 21 and older, may sign up to be the designated driver for their group at Guest Services Locations 103 or Guest Services 322, during Miami HEAT home games.
Designated Drivers are not eligible to purchase alcohol at any time during the game. For more information on our Designated Driver program please visit any Guest Services location.

Dewar’s Clubhouse

Located on the west end of the Dewar’s Suite Level, Dewar’s Clubhouse offers guests great views and amazing cuisine provided by Levy Restaurants. Guests with a valid ticket (or pass) may access Dewar’s via any stairs, escalator or elevator.

Disabled Services

Assistive Listening Devices

Assistive Listening Devices are available at Guest Services 103 or 322, free of charge. A valid driver’s license or picture ID will be required as a deposit while using the device.

Seating

Disabled and Accessible Seating is available in all ticket price categories, based on availability. Companion seats are available for purchase with each disabled seat purchased. AmericanAirlines Arena will attempt to reasonably accommodate any concern with regard to guests with disabilities. Please call AmericanAirlines Arena at (786-777-1237).

Ticketing

When purchasing tickets for a Miami HEAT home game or event held at the AmericanAirlines Arena, please ensure your seats are located in an area that will appropriately meet your needs.

AmericanAirlines Arena will attempt to reasonably accommodate any concern with regard to guests with disabilities.

Parking & Entrances

Information available at Directions & Parking

Restrooms

All public restrooms at the AmericanAirlines Arena are accessible for our guests with disabilities.

Interpreters

Sign Language Interpreters should be requested through the Guest Services Department at least two (2) weeks prior to an event. Please contact Guest Services at 786.777.1237 or email: [email protected].

TDD Telephones for the hearing-impaired are located outside of Guest Services 103 and in the Gate 3 Lobby.

Donations

Door Opening Times

For most events, doors will open to the general public one (1) hour prior to the event start time.

E

Ejection/Guest Removal

The AmericanAirlines Arena reserves the right to eject guests whose behavior is against policy, unruly and/or illegal. If you observe a guest behaving in such a manner, please report the inappropriate behavior to the nearest usher, security guard or guest services staff member.

Elevators

Elevators are for priority use of disabled guests and premium ticket holders. All other guests should use stairwells and escalators, when possible. Elevators are located in:
The Red Zone: Sections 104, 201, 306
The Yellow Zone: Sections 121, 279, 327
The Orange Zone: Sections 109, 227, 311
400 Corridors near Sections 401 and 411

Emergency Medical Services (First Aid)

The First Aid Station is at Section 110 and is manned by the City of Miami Fire-Rescue during events.

 

Escalators

All guests are encouraged to use the escalators and stairwells. Escalators are located at Sections 101, 113, 240, 301 and 316.

 

Executive Offices

The Executive Offices are located at 601 Biscayne Boulevard Miami, FL 33132. The Arena’s normal hours of operations are Monday through Friday; 9:00 a.m.-5:00 p.m

 

F

Family Restrooms

Family restrooms are located at sections 102, 115, 306, 322, 408 and 412. Baby changing tables are located in all men’s, women’s and family restrooms.

 

Fan Code of Conduct

The National Basketball Association, Miami HEAT, and AmericanAirlines Arena are committed to creating a safe, comfortable, and enjoyable sports & entertainment experience. NBA fans have a right to expect an environment where:

  • Players respect and appreciate each and every fan.
  • Guests will be treated in a consistent, professional and courteous manner by all arena and team personnel.
  • Guests will enjoy the basketball experience free from disruptive behavior, including foul or abusive language or obscene gestures.
  • 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.
  • Guests will sit only in their ticketed seats and show their tickets when requested.
  • Guests who engage in fighting, throwing objects or attempting to enter the court will be immediately ejected from the game.
  • Guests will smoke in designated smoking areas only.
  • There will not be any obscene or indecent messages on signs or clothing.
  • Guests will comply with requests from arena staff regarding arena operations and emergency response procedures.
  • Guests will also be responsible for their own good time by reporting inappropriate behavior.

The arena 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 guard or guest services staff member. Guests who choose not to adhere to these provisions will be subject to ejection without refund, and revocation of season tickets and may also be in violation of city ordinances resulting in possible arrest and prosecution.

The NBA, Miami HEAT, and AmericanAirlines Arena thank you for adhering to the provisions of the NBA Fan Code of Conduct.

G

Guest Behavior

As a guest of the AmericanAirlines Arena please be reminded that all guests are expected to behave in ways that create a safe and enjoyable environment. Entering or throwing objects, fighting, or acting in an otherwise dangerous, abusive, or profane manner can result in forfeiture of tickets, ejection from the event, arrest, prosecution, and loss of ticket privileges for future events.

 

Guest Services

Guest Services Booths are located at sections 103 and 322. For HEAT games, Guest Services is also available on the Mezzanine level at Gate 2. During non-HEAT basketball events, Guest Services may be available on the Mezzanine level at either Gate 1 or 2.

Guests that have comments, questions or concerns during an event at the AmericanAirlines Arena are strongly encouraged to visit one of the Guest Services locations prior to exiting the facility. If an incident occurs while visiting the AmericanAirlines, please speak with a member of the Arena team or visit Guest Services at the time the incident occurs.

Visit Contact Us for contact information.

Group Tickets

Miami HEAT tickets are available for groups of (20) or more along with special incentive opportunities for all group leaders. Simply contact one of our Group Account Managers at 786.777.DUNK and you will be on your way to coordinating the perfect outing for your group of friends, club members or co-workers.

Additionally, AmericanAirlines Arena offers fundraising opportunities, a monthly birthday bash, electronic ordering capabilities, and group packages to see Disney on Ice, Ringling Brothers Barnum & Bailey Circus and the Harlem Globetrotters. For information on AmericanAirlines Arena Event Group Sales Opportunities, please contact 786.777.4FUN.

L

Loge Seating

A valid 200 level Suite ticket is required for entrance to the Loges. Loges are accessible via all stairwells, elevators and escalators.

Lost and Found

On game and event days, you may inquire about lost items at any open Guest Services Booth. Otherwise, call Command Center (Arena Security) at 786.777.1132, to inquire if an item has been recovered. The AmericanAirlines Arena is not responsible for lost, stolen, or damaged items.

 

Lost Child / Lost Adult

If a child or adult is lost, please notify Security or a member of Guest Services. If a lost child is found by a member of the Arena team, he/she will be brought to Guest Services 103

 

Lost, Stolen or Destroyed Tickets

Lost or stolen tickets prior to an event may be replaced by contacting the Arena Ticket Office. Only the account holder may request and receive replacement tickets. A deposit equal to the face value of the lost or stolen ticket(s) may be charged and refunded upon presentation of the original unused ticket. The ticket office reserves the right not to replace lost or stolen tickets

 

M

Merchandise

During Miami HEAT home games, you may purchase souvenirs, t-shirts and other novelties at The Miami HEAT Store located on the Mezzanine level, between Gate 1&2 and at stands located in Sections 108, 110, 116, 122, 302, 309, 318 and 324. Additional merchandise locations are located on the east and west side of the 400 Level.

Go to The Miami HEAT store website

Media Credentials

HEAT media credentials, issued through the team’s sports media relations department, or an NBA season pass, issued by the NBA Public Relations Department, are required for admission to games in the AmericanAirlines Arena. Working media personnel, both regionally and nationally, are welcome at HEAT games. There are two types of HEAT credentials available: working media and photographer. All credential requests must be approved by both the HEAT and the NBA in order to gain entrance. All credential requests (season and single-game) must come from the sports director or editor of the respective outlet and be delivered on company letterhead to the attention of Rob Wilson at the HEAT Sports Media Relations Department. Those requests may be mailed, emailed to [email protected] and [email protected], or faxed to 786.777.1615. All requests from foreign media outlets must go directly through the NBA International Public Relations Department and must be received at least three business days prior to the requested game.

The promoter must approve media credentials for concerts and special events, at least one (1) week prior to the event date. To request a media credential, please email a formal request to [email protected]. Consideration will only be given to requests made by accredited members of the media.

The Miami HEAT Store

The Miami HEAT Store is the official merchandise retailer of the Miami HEAT. The Miami HEAT Store is located at the AmericanAirlines Arena, Dolphin Mall, and Miami International Airport (AmericanAirlines Concourse D).

Go to The Miami HEAT store website

P

Parking

Information available at Directions & Parking.

Party Suites

Prohibited Items

For the safety of our guests, the AmericanAirlines Arena does not permit the following items into the Arena.

Prohibited Items:

Bags, backpacks, briefcases, duffle bags larger than 14” x 14” x 6”
Banners
Bottles, cans, and coolers
Video and recording devices
*The use of still cameras during concerts and other Non-HEAT basketball events, will be determined on an event-by-event basis.
Fireworks
Illegal substances
Laser pointers
Outside Food and Beverages
Whistles, horns, or other noise makers
Weapons of any kind
Computers
Laptops
Tablet computers larger than 9.56 inches (243 mm) (H) x 7.47 inches (190 mm) (W) X 0.34 inches (8.8 mm) (D)
Masks are prohibited and may not be worn at any time while inside the arena.

Management reserves the right to amend the above policy without notice depending on individual event restrictions. In addition, Management reserves the right to restrict any article not specifically listed above.

Projectiles/Throwing Objects

Projectiles can cause serious injury. For the safety of all our guests, guests must refrain from throwing objects inside or outside of the Arena.

R

Re-Entry

Re-entry is prohibited. Guests will not be permitted to leave an event/game and re-enter the same event.

 

S

Sign & Banner Policy

Signs and banners are not permitted inside the AmericanAirlines Arena if they:

Have foul language or obscene images
Contain poles, sticks or pipes
Block the view of another guest
Are attached to any part of the Arena

Smoking

The AmericanAirlines Arena is a “smoke-free” facility. “Smoking” (which includes emitting vapors via e-cigarettes) is limited to the suite outdoor balconies, main concourse balconies (Sections 104-108, 116-120), upper concourse balconies (Sections 308, 324 and 417), and the East Plaza (outside the Arena by Sections 111-114)

 

Stairwells

All stairwells ultimately lead outside the Arena. Guests parked in the P2 Garage may access P2 upon exiting the stairwells

 

Starboxes

Starboxes are located adjacent to the Flagship Lounges. A valid Starbox ticket or Guest Pass is required for access to a designated Starbox. Starboxes are accessible via private parking garage entrances or Flagship Lounge entrances.

 

Strollers

Strollers are not permitted into the Arena bowl (or seating area). If necessary, strollers may be checked in at Guest Services upon entering the Arena. AmericanAirlines Arena is not responsible for any lost, stolen or damaged strollers.

 

T

Telephones

Pay phones are located outside of Guest Services at Section 103 and inside the Gate 3 lobby. TDD Telephones for the hearing-impaired are located outside of Guest Services 103 and in the Gate 3 Lobby.
For a list of telephone numbers for Guest Services, visit Contact Us.

 

Ticket Office

The Arena Ticket Office is located on NE 8th Street, between Gates 3 and 4. Ticket Office hours of operation are as follows:

Monday-Friday, 10:00 a.m.-5:00 p.m.

When an event/game is hosted at the AmericanAirlines Arena:

Saturday (HEAT): 12:00 p.m.-End of Halftime 
Saturday (Non-HEAT): 12:00 p.m.- One Hour Into the Event

Sunday (HEAT): 12:00 p.m.-End of Halftime 
Sunday (Non-HEAT): 12:00 p.m. -One Hour Into the Event

*Ticket Office Hours are subject to change.

Tickets - Buying

Purchasing tickets for events at the AmericanAirlines Arena can be done at our Ticket Office windows, outside of Gate 3 or via TicketMaster (online or by phone). TicketMaster is the only authorized ticket-selling agent of the AmericanAirlines Arena. The AmericanAirlines Arena cannot be responsible for the authenticity of tickets obtained through any other source. The AmericanAirlines Arena will not honor counterfeit and other invalid tickets.

For most events, including Miami HEAT home games, children under 2 years of age may enter the Arena free of charge, providing that he/she sits on the lap of a parent or guardian. Guests 2 years of age and older must have a ticket to enter the Arena.

Ticket Fraud

Ticket Fraud

Ticket Purchases on HEAT.com and/or AAarena.com Are the Only Way to Guarantee Access

Patrons are encouraged to make their ticket purchases directly from the team and/or facility via Ticketmaster. The general public can purchase AmericanAirlinesArena concert tickets on AAarena.com and/or HEAT game tickets sold directly by the team or tickets posted for resale by HEAT Season Ticket Members and other fans online at HEAT.com.

U

Umbrellas

Umbrellas are allowed in the arena, but must remain closed. Umbrella bags are placed at each of the gates and may be available at Guest Services.

W

Water Fountains

Water fountains are located at the following sections: 104, 109, 116, 121, 201, 225, 305, 313, 322, 328, 408, 413.

 

Websites

To learn more about the AmericanAirlines Arena and the Miami HEAT, visit these respective websites:

Will Call

The Arena’s Will Call is part of the Arena’s Ticket Office, located on NE 8th Street, between Gates 3 and 4. Tickets purchased via TicketMaster and left in Will Call, are usually available no later than 12 p.m. on the day of the event. If the event begins before 12 p.m., tickets are usually available at least two (2) hours prior to the event start time.
If you are instructed by an Arena employee, promoter or premium guest to pick up tickets from Will Call, please confirm with the employee, promoter or premium guest, that your tickets were delivered to the Arena Ticket Office and are ready for pick-up before arriving at the Ticket Office window.

When picking tickets up from Will Call please have your photo ID ready.

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