Frequently Asked Questions

Below is a compilation of our most frequently asked questions. If your question is not answered below, please call us at 316-440-9004 or email us at info@intrustbankarena.com


Accessibility

What Accessible Services are provided at INTRUST Bank Arena?
Please visit our Accessible Services Page for a complete list of services offered to guests with special needs.

What is the policy for service animals at INTRUST Bank Arena?
Animals or pets of any kind are prohibited in INTRUST Bank Arena with the exception 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 whose service animal poses a threat to the safety of others INTRUST Bank Arena guests and employees may be asked to escort the animal off of the premises.

Are Assisted Listening Devices available at events?
INTRUST Bank Arena is equipped with Listening Devices. Receivers are available for most events and are provided free of charge with a valid form of identification from the Guest Services Desk located in the south lobby.

I require ADA seating. Can I exchange my seat, and how many people may join me?
When you arrive at the venue you may go to the Box Office and request to be relocated to ADA seating. Standard policy is one disabled seat plus three guests. This opportunity depends on availability of the seats.

Where is ADA Accessible Parking located for INTRUST Bank Arena events?
Parking for guests with disabilities is available in the Circle Drive at Waterman Street, Lot #2 and Lot #3. Entrance for either of these lots is St. Francis Street or Emporia Street. INTRUST Bank Arena has 24 ADA parking spaces; all spaces are first come, first served and cannot be reserved for event parking. There is a $4 fee for accessible parking.

The disabled identification card shall be available upon request if the disabled individual is using any disabled parking privilege. If the disabled individual is not in the vehicle or the disabled individual does not have his or her ID card available upon request, the vehicle is not entitled to use the disabled parking privilege. The owner’s receipt of the application for TEMPORARY placard shall be carried by the person it is issued to when using accessible parking. (K.S.A. 8-1,125).

Does INTRUST Bank Arena offer sign language interpretation?
INTRUST Bank Arena offers sign language interpretation for guests with hearing impairments. Requests for this service must be made two weeks prior to the event and may be arranged through Guest Services. Also visit our Accessible Services Page.

Are wheelchair escorts available at INTRUST Bank Arena?
Our Guest Services Info Desk provides complimentary wheelchair escorts to guests with special needs when requested. Escorts are available at any entry point or guests may make advance arrangements by contacting Guest Service.


Camera Policy

What is the camera policy at INTRUST Bank Arena events?
Non-professional, non-flash still photography is permitted at most events (disposable, digital and cameras with no detachable or interchangeable lens). Please note; for some events, at the request of the artist/performer/team, cameras of any type may be prohibited. Video recording devices, audio recording devices, monopods, tripods, and cameras with telephoto or interchangeable lenses (professional photography equipment) are not permitted inside INTRUST Bank Arena at any time. Management reserves the right to deny any electronic devise at their discretion. This policy will be strictly enforced.

Are audio, video or other recording devices permitted inside INTRUST Bank Arena?
Audio, video or other recording devices are not allowed into the arena. These devices include, but are not limited to, video cameras/camcorders and audio recording devices. Any equipment not conforming to these rules must be removed from the premises.


Directions

What is the address for INTRUST Bank Arena?
INTRUST Bank Arena is located at:
500 E. Waterman
Wichita, KS 67202

What airport(s) are closest to INTRUST Bank Arena?
INTRUST Bank Arena is easily accessible from the Wichita Dwight D. Eisenhower National Airport (ICT) and the Jabara Airport. You will find directions to the arena on our Directions Page.

What hotels are near or around INTRUST Bank Arena?
For information on hotel accommodations near or around INTRUST Bank Arena, please see the Hotels Nearby page.


Doors Opening

What time do doors open for each event?
Door opening times and times of entry at INTRUST Bank Arena will vary according to each event but typically range from 60 to 90 minutes prior to the start of an event. Please visit the event specific page on our website or call 316-440-9000 for door times for a specific event.


Food and Beverage

Can I bring outside food or drinks into the arena?
INTRUST Bank Arena does not allow outside food and beverage items into the venue during events. Glass bottles or metal cans are strictly prohibited. Guests will be asked to dispose of unauthorized items prior to entrance into the arena or return them to their vehicles. Guest Services will not check-in or store any food or beverage items. Guests with specific dietary needs due to medical conditions or religious requirements should contact Guest Services to discuss further food options or arrangements.

What kind of alcohol is served at INTRUST Bank Arena?
Beer and liquor are available for purchase by patrons 21 years of age and older. Guests are required to show proper identification and proof of age when purchasing alcoholic beverages. Alcohol sales are discontinued approximately 45 minutes before the end of the event.

What is the alcohol policy at INTRUST Bank Arena?
INTRUST Bank Arena and its food and beverage department have adopted an alcohol policy that is designed to protect guests and the community from alcohol-related incidents.

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

  • INTRUST Bank Arena reserves the right to deny entry to anyone who appears to be impaired
  • Alcoholic beverages are served in nothing larger than 20 ounce container
  • Guests must show a valid ID each time they purchase an alcoholic beverage
  • There is a one drink limit per purchase
  • All guests purchasing alcoholic beverages will be wrist banded the Food & Beverage staff
  • All guests purchasing alcoholic beverages must show positive United States ID such as Driver’s License, United States Passport, State Issued ID Card with Photo, Military ID with Photo and/or Mexican Consular Card
  • Anyone under the age of twenty one (21) who is observed to be in possession of or consuming alcohol on the premises will be ejected.
  • INTRUST Bank Arena will implement ongoing responsible alcohol management training sessions for its serving staff
  • Service of alcohol will end 30 minutes into the main headliner at events
  • All alcoholic beverages must be discarded by the guest prior to exiting the building

What food and beverage items are available for purchase at events?
INTRUST Bank Arena offers a wide variety of food and beverage items for your enjoyment. You can visit our Concessions Page for a full list of available items.

Are water/drinking fountains available inside INTRUST Bank Arena?
Water/drinking fountains are located throughout INTRUST Bank Arena on all levels.

Are gluten free or Kosher options offered at concession stands?
Yes, gluten free options are available and include:

  • Fruit & Cheese trays can be made without crackers (Wild Leaf - Sec. 101, Coop's Chicken Kitchen - Sec. 105)
  • Hummus with extra veggies in place of pita points (Wild Leaf - Sec. 101, Coop's Chicken Kitchen - Sec. 105)
  • Hamburgers can be assembled with no bun (Pub Grill - Sec. 108, English Street Grill - Sec. 211, Midway Grill - Sec. 219, Pub Grill - Sec. 223)
  • Chicken sandwiches can be assembled with no bun (Coop's Chicken Kitchen - Sec. 105, English Street Grill - Sec. 211, Midway Grill - Sec. 219, Pub Grill - Sec. 223)

We do not offer specialty Kosher items at this time.


Group Sales

I am planning to bring a large group to an INTRUST Bank Arena event. Can I get a group discount on tickets?
Specific shows/events allow groups discounts at the permission of the event organizer. The number that is considered to be a group varies on a show by show basis. Please visit the Group Sales tab on our website for additional information.


Guest Services

Are there ATM machines located inside INTRUST Bank Arena?
INTRUST Bank ATMs are located in the following areas:

  • INTRUST Bank Arena Box Office
  • Main Concourse Section 112
  • Main Concourse Section 126

For guests convenience, most concession stands, bars and merchandise stands accept all major credit cards including American Express.

What is the policy for service animals at INTRUST Bank Arena?
Animals or pets of any kind are prohibited in INTRUST Bank Arena with the exception 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 whose service animal poses a threat to the safety of others INTRUST Bank Arena guests and employees may be asked to escort the animal off of the premises.

Are Assisted Listening Devices available at events?
INTRUST Bank Arena is equipped with Listening Devices. Receivers are available for most events and are provided free of charge with a valid form of identification from the Guest Services Desk located in the south lobby.

Are family restrooms and baby changing stations located inside INTRUST Bank Arena?
Baby changing stations are located in the Family Restrooms on all levels of the facility. Family restrooms are located in the following areas:

  • Service level 106
  • Main Concourse Section 113
  • Upper Concourse Section 208
  • Upper Concourse Section 212
  • Premium Seating Level

Do you have a private room available for nursing mothers during events?
Yes, there is a nursing room for mothers located at Section 220. Please visit a Guest Services Desk or speak with a Guest Experience staff member to inquire about usage.

 

If I am attending an event with a baby or small child, what items are permitted inside INTRUST Bank Arena?
Baby bags, plastic bottles and formula are permitted into the building. The bag cannot obstruct the view of other guests.

What size bag is permitted inside INTRUST Bank Arena?
No bags in excess of 16" long by 8" wide by 12" high will be permitted. All bags and guests will be searched.

Are binoculars permitted at INTRUST Bank Arena events?
Guests are welcome to bring their binoculars for most events at INTRUST Bank Arena. It is always best to check before attending the event.

Does INTRUST Bank Arena provide a coat check?
INTRUST Bank Arena does not provide an area to check coats or personal belongings. INTRUST Bank Arena is not responsible for any property that is lost, stolen or damaged.

What is the Code of Conduct for INTRUST Bank Arena?
At INTRUST Bank Arena, we are committed to creating a safe, comfortable and enjoyable experience for everyone. Our staff is here to support an environment where each event will not be disrupted by the interference of guest actions to include obscene language or gestures, or any other disruptive behavior. Click here for INTRUST Bank Arena's entire Code of Conduct Policy.

How can I communicate any comments or concerns while attending an event at INTRUST Bank Arena?
During an event, guests are encouraged to express any comments and/or concerns to any one of our Guest Services staff or at the Guest Services info desk located in the south lobby.

How can I contact INTRUST Bank Arena with comments, concerns or feedback?
INTRUST Bank Arena welcomes all comments and feedback from our guests. To contact us via email, use info@intrustbankarena.com. If your comments or questions are on an event day, please call 316-440-9000.

How can I arrange a cab ride or alternate mode of transportation home once at INTRUST Bank Arena?
INTRUST Bank Arena encourages guests to drink responsibly and to designate a safe driver while attending events. The Guest Services info desk in the south lobby can make all of the appropriate arrangements. Please be advised there is a fee to use Safe Rides and to the cab companies.

Are EMT's on-site at INTRUST Bank Arena events in the case of an emergency?
Emergency Medical Technicians (EMT) personnel are available to assist any guest in need at every INTRUST Bank Arena event. The first aid office is located on the Main Concourse at Section 124. In addition, Automatic External Defibrillators (AED) are located in various locations throughout the facility. Designated employees, including EMT’s have been properly trained and certified to use the AED. In the event of an emergency please contact any security staff or our Guest Services staff.

Where is the Guest Service Info Desk located?
Guest Service Info Desk’s are located in the South Lobby and the North Lobby and are designed to provide information to our guests with any questions, concerns or issues during INTRUST Bank Arena events. 

What hotels are near or around INTRUST Bank Arena?
For information on hotel accommodations near or around INTRUST Bank Arena, please see the Hotels Nearby page.

Is Internet / Wi-Fi access available to guests at INTRUST Bank Arena?
Internet / Wi-Fi access is not available to guests at INTRUST Bank Arena.

Are laptops, iPads, Notebook Tablets or any type of personal computers permitted inside INTRUST Bank Arena?
Laptops, iPads, Notebook Tablets or any type of personal computers will not be admitted inside INTRUST Bank Arena for most events. Select events, such as specific sporting events, will allow these devices. Please call 316-440-9000 to inquire whether a specific event will allow these.

Does INTRUST Bank Arena provide any service or program for lost children?
INTRUST Bank Arena encourages guests with small children or persons with disabilities to utilize our Tag-A-Tot program. Guests can sign up at any Guest Services desk in the south lobby or north lobby for no additional charge. Guests looking for lost individuals should contact the nearest guest services attendant or security. For safety reasons INTRUST Bank Arena is unable to make in-arena announcements for lost children or guests.

Are radios permitted inside INTRUST Bank Arena?
Small hand held radios that are no larger than 6” x 6” and do not distract other guests are permitted into INTRUST Bank Arena. The use of headphones is required. Two-way radios are not permitted in INTRUST Bank Arena.

Are strollers permitted inside INTRUST Bank Arena?
Guest Services will offer stroller and infant carrier check. The guest can go to either the South or North Lobby Guest Services desk, check their stroller/carrier and pick it up at the end of the event. There will be no cost for this service.

Are wheelchair escorts available at INTRUST Bank Arena?
Our Guest Services Info Desk provides complimentary wheelchair escorts to guests with special needs when requested. Escorts are available at any entry point or guests may make advance arrangements by contacting Guest Services.

I'm celebrating my birthday at an upcoming event. Can I get any type of special recognition?
Stop by any guest services desk and pick up a birthday button to help celebrate.


Lost and Found

Where is the Lost and Found located at INTRUST Bank Arena?
All lost and found items are taken to the Guest Services Info Desk in the south lobby. During an event, guests should visit the info desk to inquire about lost items. After an event, please contact INTRUST Bank Arena administrative offices at 316-440-9004 with a description of the item and the date it was lost. INTRUST Bank Arena accepts no responsibility for lost items.


Merchandise

Where can I buy INTRUST Bank Arena merchandise?
INTRUST Bank Arena does not sell merchandise with the arena logo at this time. Numerous merchandise or novelty booths are available during events for specific show merchandise.


Miscellaneous

Where are the protest and safety zones located around INTRUST Bank Arena?
In effort to keep patrons and protesters safe while protecting First Amendment rights, Sedgwick County has identified protest and safety zones around INTRUST Bank Arena. Click here to see a map of the zones.

Are tours of INTRUST Bank Arena available?
INTRUST Bank Arena offers tours of the facility on a pre-arranged appointment only. Please contact the administrative offices for more information.

What can I expect the temperature to be inside INTRUST Bank Arena for an event?
The temperature inside INTRUST Bank Arena during most events is 75 degrees. During ice events the temperature is approximately 65 degrees and may depend on your proximity to the ice surface. We suggest wearing appropriate attire/layers or bringing a jacket for events.

Your sound system is too loud, or not loud enough. Can you tell your audio people to fix it?
INTRUST Bank Arena does not control the sound system for events. The show provides their own equipment and handles the sound level.

What security is in place to ensure my family’s safety?
INTRUST Bank Arena staffs both private security and off-duty police officers to provide security before, during and after events.

Is tailgating or overnight parking allowed?
No, INTRUST Bank Arena does not permit tailgating or overnight parking.

Can I host a business meeting or special event at INTRUST Bank Arena?
INTRUST Bank Arena Event Management can assist in planning and hosting private and special events. For more information, please call 316-440-9000.

My business/organization would like to request a ticket donation for an event – where do I direct these requests?
Community outreach and involvement is important to INTRUST Bank Arena, and Ticket Donations are a great way for us to get involved. Please visit our Community Involvement page for more information.

Why am I required to wait to access my seat at a Wichita Thunder game until the puck is no longer in play?
INTRUST Bank Arena and the Wichita Thunder Hockey team is committed to creating a safe, comfortable and enjoyable entertainment experience. Please be aware of our “PUCK IN PLAY” policy which requires guests to refrain from accessing their seats until the puck is no longer in play.

What is the dress code at INTRUST Bank Arena?
All guests attending events at INTRUST Bank Arena are required to wear a shirt and shoes at all times for their own safety. INTRUST Bank Arena security and management staff reserves the right to deny entry to guests wearing clothing items displaying offensive text and/or images (See Code of Conduct for more information).

What are the emergency evacuation plans for INTRUST Bank Arena?
INTRUST Bank Arena has in place emergency evacuation plans for each event. The venue’s goal is to provide a safe and enjoyable environment by using systems and plans that have been approved by the fire department and law enforcement officials. All Guest Services staff and security personnel have been trained in arena operations and emergency response procedures. In the case of emergency, guests must comply with requests from venue staff regarding these operations.

Is the distribution of flyers, printed materials or product samples permitted at INTRUST Bank Arena events?
The distribution of flyers, printed materials or product samples is not permitted without written permission from INTRUST Bank Arena. Please contact our office for more information.

Can I request a Meet 'N Greet for an event at INTRUST Bank Arena?
INTRUST Bank Arena does not schedule or process Meet ‘N Greets. Please contact the hockey team or individual artists through their websites for more information.

Will guests be searched prior to entering INTRUST Bank Arena?
All guests entering INTRUST Bank Arena will be searched and have the belongings searched. INTRUST Bank Arena reserves the right to confiscate items which may cause danger or disruption to the event or other guests or which are in breach of building policies and/or prohibited items. Any guest who declines to be searched may be denied entry and ejected from INTRUST Bank Arena.

Are signs, banners or posters allowed inside INTRUST Bank Arena?
INTRUST Bank Arena welcomes guests bringing small signs, banners and posters inside the building to show support during an event. The following guidelines relate to these items:

  • Item must be related to the event
  • Item may not be attached to a pole or stick
  • Item may not be larger than 24” x 36”
  • Item must be collapsible
  • Item may not block the view of other guests
  • Item may not be hung, attached or displayed on any part of the building
  • Item may not contain or display obscene/offensive language
  • Item may not contain or display obscene/offensive photos/pictures as determined by INTRUST Bank Arena management
  • Item may not in any way create a safety hazard for others as determined by INTRUST Bank Arena management


Parking

Where should I park for Arena Events?
Please visit our Directions & Parking page for detailed information.

Where is ADA Accessible Parking located for INTRUST Bank Arena events?
Parking for guests with disabilities is available in the Circle Drive at Waterman Street, Lot #2 and Lot #3. Entrance for either of these lots is St. Francis Street or Emporia Street. INTRUST Bank Arena has 24 ADA parking spaces; all spaces are first come, first served and cannot be reserved for event parking. There is a $4 fee for accessible parking.

The disabled identification card shall be available upon request if the disabled individual is using any disabled parking privilege. If the disabled individual is not in the vehicle or the disabled individual does not have his or her ID card available upon request, the vehicle is not entitled to use the disabled parking privilege. The owner’s receipt of the application for TEMPORARY placard shall be carried by the person it is issued to when using accessible parking. (K.S.A. 8-1,125).

Where am I able to drop guests off at for an INTRUST Bank Arena event?
Venhicles needing to drop guests off may do so on Emporia Street. Drop-offs are not permitted in arena parking lots. This includes hotel shuttles, limousines and busses. INTRUST Bank Arena does, however, allow drop-offs in arena parking lots for ADA guests.


Prohibited Items

What items are prohibited at INTRUST Bank Arena? 
Listed below is a “partial list” of items that are prohibited at INTRUST Bank Arena events is and subject to change without notice. Please contact Security for specific policies/information.

  • 35 mm or detachable lens cameras
  • Camera lenses that extend 3” or bigger more
  • Audio or video recording devices
  • Tablets
  • Selfie sticks
  • Flash/professional photography, tripods or monopods
  • Weapons; including but not limited to knives, guns, box cutters, pocket knives, mace, pepper spray, brass nuckles, fireworks, stun guns, etc.
  • Laser pointers
  • Studded jewelery including necklaces, bracelets, rings and spurs
  • Wallet chains
  • Alcohol, drugs, illegal substances, e-cigarettes
  • Bags in excess of 16" long by 8" wide by 12" high.
  • Outside food and beverage, bottles, glass, cans or flasks
  • Golf/large umbrellas
  • Heelies, skateboards, rollerblades, bicycles, helmets, chairs, beachballs
  • Noise making devices, air horns, drums, whistles
  • Signs/banners/posters may not be larger than 24” x 36” or attached to a pole or stick
  • Other items as determined by facility management
  • All persons subject to search


Smoking Policy

Is smoking permitted at INTRUST Bank Arena?
INTRUST Bank Arena is a smoke free facility, which does include E-Cigs and Electronic Cigarettes. A smoking area is located on the north side of the facility.


Ticketing

What is the convenience fee? Do I have to pay it if I purchase tickets at the box office?
A convenience fee is a processing and manufacturing fee on tickets when purchased at outlets, over the phone or online. Tickets purchased at the Box Office may have a minimal facility fee or will not have any additional fees.

I purchased tickets, but now there are better seats available. Can I exchange my tickets?
Unfortunately, you cannot exchange tickets. When buying tickets, you must remember that everyone has access to the same tickets and these are available through every outlet, over the phone, and online. Sometimes a buyer does not complete the purchase transaction, and their seats are released back for others to buy.

I require an ADA Accessible seat. Can I exchange my seat, and how many people from my party an sit with me?
When you arrive at the venue you may go to the Box Office and request to be relocated to ADA seating. Standard policy is one handicap seat plus one guest. This opportunity depends on availability of the seats.

What age does my child have to be to require a ticket?
Most events do not require a ticket for children under the age of two. However, in order for a child to have his/her own seat, a ticket is required. Some shows intended for young children (i.e., Sesame Street Live) require children over the age of one to have a ticket. To inquire about age requirements for specific events, please call 316-440-9000.

What is Will Call and where is it located?
Will call is located at the Select-A-Seat Box Office at INTRUST Bank Arena. If you purchase your tickets close to the date of the show, Select-A-Seat will put your tickets at the box office for you to pick up rather than mailing them. You will need photo identification and the credit card used to purchase the tickets when picking them up from will call.

How can I find out if an event is sold out?
Visit www.intrustbankarena.com or www.selectaseat.com. You may also call 855-755-SEAT (7328).

I am planning to bring a large group to an INTRUST Bank Arena event. Can I get a group discount on tickets?
Select events allow groups discounts at the permission of the event organizer. The number that is considered to be a group varies on a show by show basis. For more information regarding Group Sales please visit our Group Sales Page.

How do I purchase tickets for an event in the Club Seats area, Loge Box, or Suite?
For more information on Premium Seating options including loge box or suite rentals, please visit the Premium Seating Page on our website or call our Sales Manager at 316-440-9012.

Can you email me information regarding upcoming INTRUST Bank Arena events?
For exclusive presales, ticket discounts, and contests, sign up for our free e-newsletter on our Media Center page.

May I re-enter INTRUST Bank Arena once I have left?
INTRUST Bank Arena has a “no re-entry” policy during 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 via the Guest Services Info Desk to make necessary arrangements.

If tickets to an event are not on sale yet, how can StubHub.com, Ticketsnow.com, etc., already have tickets for sale at inflated prices?
INTRUST Bank Arena does not provide tickets to these companies. These sites are “speculating” that the sections they have listed will be available for them to sell. Re-sellers don't buy tickets themselves. They provide an online marketplace for ticket brokers or individuals looking to sell and consumers looking to buy. To avoid issues with counterfeit, stolen or voided tickets, guests should make their purchases through authorized ticket outlets only.

How do I purchase tickets to an INTRUST Bank Arena event?
Tickets for events at INTRUST Bank Arena can be purchased by phone at 855-755-SEAT (7328), online at www.selectaseat.com and at the Select-A-Seat box office at INTRUST Bank Arena.

The event I purchased tickets for has been cancelled or postponed. Who do I contact regarding ticket information?
In the rare event that an INTRUST Bank Arena event is cancelled or postponed, please contact Select-A-Seat for more information.

At what age is a child required to have a ticket for an event at INTRUST Bank Arena?
For all sporting events and most concerts, children two years of age and younger do not require a ticket to be admitted into INTRUST Bank Arena; however, they must sit on an adult’s lap and may not occupy a seat. Any child three years of age and older will require a ticket to enter the arena and must occupy their ticketed seat only. Please note that some shows (especially those intended for children) will have a different age policy. For more information please contact Select-A-Seat.

How do General Admission floor tickets work?
General Admission floor tickets, located on the floor of the arena, is standing room only and there are no seats. Guests with GA Floor tickets wishing to arrive early to line up may do so as early 7:00 a.m. Doors will open at the same time for all guests. After entering the building, all guests with General Admission floor tickets will receive a wristband to access the floor.

What do I do in the case of lost or stolen tickets?
For lost tickets, guests must contact Select-A-Seat directly. For stolen tickets, guests are encouraged to contact local law enforcement first, then Select-A-Seat. For more information, please contact the Select-A-Seat Box Office at INTRUST Bank Arena.

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