FAQs

General Questions

Where is the Essar Centre located?

The Essar Centre is located at 269 Queen Street East, the heart of downtown Sault Ste. Marie.

What forms of payment do you accept?

  • When purchasing tickets in person, we accept all forms of payment, including Cash, Debit, Visa, MasterCard and AMEX.
  • When purchasing food and beverage inside the venue, cash, debit or credit cards are accepted at the concession stands and the Hockey House. Cash only is accepted at the bars.

Are there automated teller machines (ATMs) inside the arena?

Yes there are two ATMs in the building. One located behind Section 105 and the other located behind Section 115.

Where do I go if I need assistance inside the arena?

If you are in need of assistance while at the Essar Centre, please visit our Guest Services booth located behind section 105, or simply ask one of our friendly staff members for help.

Do you have accessibility seating in the arena?

Accessible seating is located throughout the building; availability depends on the event and location of the stage. Please contact 705-759-5251 ext. 2 for assistance in purchasing these seats. For additional accessibility information please visit Accessibility.

Are service animals allowed in the Essar Centre?

  • All service animals are welcomed at the Essar Centre. Please notify your ticket seller at time of purchase if an aisle seat is required for your service animal.
  • For additional accessibility information please visit Accessibility.

How can I receive emails regarding upcoming events and presales for the Essar Centre?

  • Join the Essar Centre Insider Club for FREE and receive event announcements, contests, special offers, and most importantly, pre-sale passwords so you can purchase your tickets before the general public.
  • The Insider Club will keep you informed on all special events visiting the Essar Centre, and will provide you with access to the best seats when available. Be the first to know; sign up today.

Ticketing

Do I get to choose what seats I want online?

For Greyhound games only you will be able to select which seats you would like to purchase online. Generally, online orders select the best seats available based on your requested price range and number of tickets. If you would like to try and purchase specific seats, stop by the Box Office during our regular business hours and a cashier will try to seat you per your request.

Does my child/infant need a ticket?

Most Essar Centre events do not require a child who is less than 2 years old to have a ticket unless they are to occupy a seat. This policy will vary by event, so please inquire at time of ticket purchase. For Soo Greyhound games, children under 3 years of age do not require a ticket.

Am I able to refund or exchange a ticket?

Once you have purchased your tickets for an event all sales are final. As per promoter policies, the Essar Centre is unable to refund or exchange any tickets at any time.

What do I need to bring to pick up my tickets at Will Call?

Bring your photo ID, ticket confirmation number and the credit card used to make the purchase to the Box Office Will Call window. Once this has been provided and verified, the tickets will be given to you. The photo identification presented must match the name on the ticketing account in order for the Essar Centre to release the tickets.

Am I able to purchase wheelchair accessible seats online?

Seating online is based solely on the number of tickets you are requesting and the desired price range. You cannot select special seat locations at this time. If you are in need of wheelchair accessible seating, or if you have a specific seating request, please visit the ticket office or call the order by phone line at 705-759-5251 ext. 2.

What is the Facility Fee?

The Facility Fee, is a per ticket charge and is applied to maintain the Essar Centre as a premiere sports and entertainment facility. The CRF contributes to the capital cost for the facility and allows for annual repairs, improvements and enhancements of the facility, both inside and out, ensuring the building and its infrastructure is maintained at a high standard. The Facility Fee is charged on all events excluding the Soo Greyhound hockey games.

What is the convenience fee? Do I have to pay it if I purchase tickets at the Box Office?

Convenience fees are payable on each ticket and cover the operational costs to our ticketing company New Era Tickets. Convenience fees are always applicable on all sales via online and by phone but depending upon the promoter, and the set-up of the event, may not always apply to Box Office sales. It is advantageous to purchase your tickets in person at the Box Office as the fees will always be less than other methods of purchasing.

What time does the Box Office open on event days?

The Box Office will open at 10 a.m. on all event days including Sunday event days.

If purchasing tickets as a gift for someone else, can the customer have the tickets put under a different name for pickup?

Yes. The ticket purchaser would have to call the Box Office supervisor to do so at 705-759-5251. If appropriate security checks are done, we can arrange to have another person pick up the tickets at Will Call.

What time do the doors open prior to an event?

Doors will open 1 hour prior to the start of most events at the Essar Centre. Check the specific event page for further details on door times.

If tickets to an event are not on sale yet, how can secondary market resellers already have tickets for sale at inflated prices?

The Essar Centre does not, at any point, provide tickets to or have any business relationships with 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.

Why when I go online to purchase seats at 10 a.m. I am offered seats at the back of the bowl. Yet when I go back later on in the day better seats are available? Can I exchange for better seats?

When an event goes on sale, all customers are essentially competing for available inventory; purchasers online, who phone the call centre, and those who line up at the Box Office. Customers purchasing tickets online can keep items in their "shopping cart" and then decide not to purchase them, which would release those tickets for sale. The promoter of the event may also decide to open up additional inventory at any given time. Ticket refunds and exchanges are not permitted.

Can emailed tickets be scanned off a smartphone?

No. To enter into an event you must have an actual ticket. Online purchases have the option to pick tickets up at Will Call, mail to your home, or print at home.

How can I find out if an event is sold out?

For information on events call the Box Office at 1-866-775-9422 to check for availability. We encourage fans to continue checking back, in case any tickets become available.

I am planning to bring a large group to an Essar Centre event. Can I get a group discount on tickets?

Group discounts may be available on select Essar Centre events. To find out if group discounts are available please contact the Box Office at 705-759-5251 ext. 2. To receive information on group discounts for Soo Greyhound games, please contact Matt Rodell at matt@soogreyhounds.com.

I have lost my ticket or my ticket has been stolen. Can I get my ticket reprinted?

The Ticket Office will reprint tickets at a cost of $5 per reprint order. The tickets will be available for pick up only on the day of the event, and will only be released to the account holder after presenting valid photo ID and the credit card used to make the original purchase. Tickets purchased from a third-party site cannot be reprinted.

Is there a limit on the number of tickets that can be purchased?

For most Essar Centre events, a limit of 8 tickets per transaction can be purchased. This number may vary depending on show specific/promoter needs.

Parking

Is there accessible parking available at the Essar Centre?

Yes there are a limited number of accessible parking spots located in the main lot of the Essar Centre. These spots are wide enough for accessible van parking.

How much does event parking cost?

Parking for all events at the Essar Centre is free of charge.

Event Related Questions

Are there any items prohibited in the Essar Centre?

For your safety and comfort, the following items are prohibited within the Essar Centre:

  • Food or beverages purchased outside Essar Centre
  • Bottles and cans
  • Sticks/flagpoles
  • Aerosol cans
  • Fireworks
  • Skateboards
  • Inline skates/roller skates
  • Illegal drugs or noxious substances
  • Cameras, sound and/or video recording devices as per event restrictions
  • Stolen tickets
  • Items prohibited based on promoter request
  • Air horns, noisemakers, and whistles
  • Frisbees and/or beach balls
  • Laser pointers
  • Spiked or studded jewelry or belts
  • Weapons and dangerous devices of any type such as firearms, explosives, stun guns, handcuffs, clubs, batons, martial arts instruments, knives, etc.

Building management reserves the right in their absolute discretion to deny access for any item(s) deemed a safety concern or may result in an undesirable impact on the guest experience.

Illegal items will be turned over to Sault Ste. Marie Police. If a guest is found in the facility with a prohibited item, the item will be confiscated, and, in some cases, the fan may be evicted from the building.

Can I bring my camera with me to Essar Centre events?

Cameras with lenses less than 35mm are permitted into the arena, providing they do not obstruct the view of other fans. Professional cameras or other audio and visual equipment, including recording devices, are not allowed to be brought in to the arena unless the user has the appropriate working media credential. Personal photography or video may not be used to reproduce the event for commercial purposes.

Note: This camera policy is subject to change for any event based on the requests of the artists, artist management, promoters, or teams. Additionally, the Essar Centre staff reserves the right to restrict use of other types of cameras should they feel the quality and/or type of camera fail to protect the artist and/or venue's interests.

What time do doors open to the public for each event?

Generally, doors open one hour prior to each event. To ensure the correct time, check your ticket, the event page or call the Box Office prior to attending.

Where is the lost and found located at the Essar Centre?

During an event, items that are lost or found will be given to Guest Services. At the end of the event, unclaimed lost and found items are stored at the Box Office.

Can I smoke at the Essar Centre?

You are not allowed to smoke inside the Essar Centre, however, you may exit any one of our four gates to smoke outside. Please be sure to exit at one of our four gates, so our staff can scan your ticket out, and scan it back in once you re-enter. If you do not get your ticket scanned out, you will have difficulty re-entering the building.

Where can I buy merchandise?

  • To purchase merchandise during an event, please ask one of our friendly staff for the merchandise location. Merchandise selling locations are dependent on the event set-up.
  • For Soo Greyhound merchandise you can visit the Hound Pound located on the west concourse. It is open during all home games. If you are looking to buy something but can't make the game please contact Shaylan at 705-574-0089.

May I re-enter the Essar Centre once I have left?

You may re-enter the Essar Centre once you have left. Please be sure to exit at one of our four gates, so our staff can scan your ticket out, and scan it back in once you re-enter. If you do not get your ticket scanned out, you will have difficulty re-entering the building.

Food & Beverage Questions

Why can't I bring my own food and beverages inside the Essar Centre?

Under licensing with the AGCO we are responsible to regulate the sale, service, and consumption of beverage alcohol; by restricting outside food and beverage we are in adherence with the AGCO.

What type of food can be purchased at the Essar Centre?

The Essar Centre offers many different food options.

  • Our in-house restaurant, The Molson Canadian Hockey House, is open one hour prior to every Greyhound game. Reservations can be made by calling 705-759-5252.
  • Concession stands are available on the main concourse and event level and are open throughout the Essar Centre during events.

Visit our Food Services page to view what specific food items are available.

What kind of photo identification will I need to be served alcohol?

Acceptable forms of photo I.D. at the Essar Centre are:

  • Valid Driver's License
  • Age of Majority Card
  • Passport
  • Canadian Citizenship Card

Note: The Ontario Health Card is not an acceptable form of I.D. with respect to alcohol at the Essar Centre.