FAQ’S

+ EVENT Info

Contact Winter Music Festival takes place on December 27 & 28 at Vancouver Convention Centre in Downtown Vancouver. This festival is 19+ and valid IDs will be required for entry. Food and various alcoholic & non-alcoholic beverages will be available for purchase. This event is general admission standing room only. If you have accessibility considerations, please find more information in the Accessibility section below.  

+ Schedule

Doors open at 6:00pm and the show will end at 1:00am. The performance schedule will be released through social media closer to the event date.

+ Purchasing Passes

2 Day and Single Day passes are available for purchase. Tickets will be scanned on your mobile device. For ticketing assistance, please contact Ticketmaster customer service. Please note there may be a delay in response, so contact them as soon as possible.

+ Entering the Event

Event entrance is located on the west side of the building, by Jack Poole Plaza. Doors will open at 6:00pm. All guests must present a valid piece of primary ID & secondary ID for entry. More information about IDs we accept can be found below.

For your safety, security staff will conduct a thorough screening including bag check and pat-down upon entry. You can help reduce wait times by reviewing guest policies, being prepared, and arriving early. Please find additional information outlined in detail below.

+ Forms of ID Required

We abide strictly by LCRB (The Liquor and Cannabis Regulation Branch) regulations and cannot make any exceptions. You’ll need a primary piece of government issued ID* with an approved secondary ID.**

Valid primary identification must: Have a photo / have a name / have a signature / be government issued / include date of birth / not be expired / have a unique identifier number / be an original (not a copy).

Acceptable forms of primary ID:

  • Valid driver’s license
  1. Valid passport
  2. Photo BC Services Card
  3. Uut-of-province photo driver’s license
  4. First Nations status card
  5. Canadian citizenship or permanent residency card
  6. Firearms Possession and Acquisition license
  7. Nexus Card or other trusted traveler program government issued photo ID

Valid primary identification must: Have a photo / have a name / have a signature / be government issued / include date of birth / not be expired / have a unique identifier number / be an original (not a copy).

Acceptable forms of secondary ID:

  • Any acceptable piece of primary ID
  • BC CareCard (without a photo)
  • Interim driver’s license (issued by ICBC only)
  • BC Transit ProPASS / University or college student card
  • Credit card or bank card
  • Canadian Blood Services donor card
  • Transport Canada’s Pleasure Craft Operators Card
  • National Defence ID For any additional questions regarding ID requirements, please visit the LCRB website.

The following forms of identification are NOT accepted:

  • Expired ID of any kind
  • Temporary paper ID (except for interim driver’s license issued by ICBC)
  • Photos of any ID

+ VIP

VIP tickets include access to priority entry into the event, private bars, private washrooms and private VIP areas. VIP coat check is also available inside the venue, on the Exhibition Level.

VIP ticketholders should enter through the VIP express lane at the main entrance to receive wristbands. VIP entrance is located on the west side of the building, by Jack Poole Plaza.

+ Wristbands

VIP ticketholders must enter and scan in via the VIP entrance lane in order to receive wristbands.

+ Box Office Hours

Box Office is located by the main entrance on the west side of the building, by Jack Poole Plaza. Box Office hours are 6:00pm - 12:30am on show days.

+ Bag Policy & Coat Check

For everyone’s safety, security and enjoyment, we ask you to only bring bags that meet our approved bags identified below to allow us to safely and efficiently properly screen and welcome fans into the event. All bags and hand-carried items will be subject to search and screened for prohibited items prior to allowing entry to the venue. Failure to comply with our Bag Policy will result in denial of entry to the venue. Guests denied entry to the venue will not be issued a refund.

Approved Bags:

  • Bags smaller than 6” x 9” (does not need to be clear)
  • Clear bag smaller than 12” x 6” x 12” (no bags larger than 12” x 6” x 12”)
  • 1-gallon plastic freezer bag
  • Medically necessary or required diaper bags
  • Hydration packs are permitted - no metal or hard framing; must be soft-sided and squeezeable. Cannot have more than 2 main compartments & 1 smaller compartment. Bladder cannot exceed 2L (litres) and must be empty & open for inspection upon arrival.

+ Lost & Found

During the event: Lost & found is located at the main coat check.

Post event: Please email LostAndFound@vancouverconventioncentre.com the date you left the item, a description of the item and your contact information. Items found following events at the Vancouver Convention Centre will remain in Lost & Found for 30 days, after which time they will be donated to one of our designated charities.

+ GETTING HERE

Vancouver Convention Centre is located at:

1055 Canada Pl
Vancouver, BC
V6C 0C3

Transit

By Skytrain: The nearest Skytrain stations to Vancouver Convention Centre are Waterfront Station & Burrard Station. Both stations are a 10-minute walk away.

Get home safe! The last Skytrain leaves Waterfront Station at around 1am. Information on first/last train times available at https://www.translink.ca/schedules-and-maps/skytrain. Visit translink.ca/tripplanner for your best and safest ride home. Additional transit service questions can be directed to 604.953.3333.

By Bus: These bus lines have routes that pass near Vancouver Convention Centre: 19, 2, 22, 44, 7, R5 The Night Bus routes operate all night as well. More information on bus schedules can be found at https://www.translink.ca/schedules-and-maps/bus-schedules. Visit translink.ca/tripplanner for your best and safest ride home.

Taxi & Ride Share: Taxi & Ride Share pick-up and drop-off is located at the front of the Vancouver Convention Centre, on Canada Place. Parking Nearest parking is in the West Building: Enter off of Canada Place, ½ block west of the Burrard Street intersection on the right-hand side.

+ Accessibility

A raised ADA area is available for any patrons requiring wheelchair or special seating considerations. The accessible seating option is available to ticketholders using wheelchairs, crutches, or who have any other physical disabilities or injuries that will necessitate a seat or raised view for the show.

Any ticketholder who have special seating requirements should email LNWESTERNCANADAHELP@LIVENATION.COM with your ticket order confirmation number to request access to the accessible seating area. We recommend coordinating this in advance of the event. If needed, there will be a designated staff member available on site to provide some assistance. Accessible seating patrons who require an attendant are encouraged to purchase a ticket for their attendant and include mention of them in the email. There will be 1 attendant permitted per accessible seating patron in the designated seating area.

If you arrive at the show and do not find that the accommodations are adequate for your specific circumstances, please notify a staff member on-site to escalate your request.

+ Health & Safety

Health & safety is our number 1 priority. Medical stations and roaming teams are in place, be sure to note these locations upon entry to the event or ask event staff for help if needed.

Festival Health

Festival Health is an overarching term that provides education and resources on attending festivals and concerts safely (i.e.. safe substance use & alcohol consumption). If you are feeling uneasy or have any questions about steps you can take for your health and safety at events - check out their station for more information or talk to one of their team members in the cool purple shirts!

+ Water Bottles

There will be free water stations on site for guests to fill their bottles. Water bottles cannot exceed 1 litre and must be soft-sided (squeezable). No glass & hard-sided bottles, including hard plastic, will be permitted.

Hydration packs are permitted - No metal or hard framing; must be soft-sided and squeezable. Cannot have more than 2 main compartments & 1 smaller compartment. Bladder cannot exceed 2L (litres) and must be empty & open for inspection upon arrival.

+ Smoking & Vaping

Vancouver Convention Centre is a smoke-free environment. There are no designated smoking areas. Smoking of any kind including the use of vaporizers (vapes), e-cigarettes, and vape juice or liquid is prohibited on VCC property. Smoking of any kind, or the use of alternative smoking devices, on VCC property will result in eviction without refund.

+ Camera Policy

Guests may use personal cameras (including Go-Pros) and mobile phones to take photos inside the venue. Cameras with detachable lenses are not permitted. Professional video cameras or video recording devices are not permitted at the event.

+ Cashless

This event is cashless. All major digital forms of payment are accepted, including Tap to Pay, Mobile, Debit Cards, Visa, MasterCard, American Express, Google Pay and Apple Pay. Cash payments will not be accepted.

+ Security Screening

Guests are required to pass through security screening upon entry to the venue. Screenings will include a frisk search and bag check. Refusal to submit to the security screening will result in denial of entry to the venue. Guests may be asked to provide picture ID based on observable concerns for public safety and event security may deny entry on that basis. Any guest that is denied entry or removed for any violation of facility rules will not be issued a refund.

+ Illegal Items

Guests in possession of any illegal items/substances will be refused entry and/or removed from the venue. Guests in possession of illegal or prohibited items upon entry will be required to dispose of it in the provided receptacles during security processing. Possession of illegal items may result in police involvement, arrest and criminal charges.

+ Dress Code

Prohibited Items:

  • NO drugs or drug paraphernalia
  • NO costumes that resemble police, fire, security, or medical in any way
  • NO handcuffs
  • NO glass or ceramic masks
  • NO full-face makeup that makes you unrecognizable from your government-issued photo ID
  • NO items resembling weapon or weapon accessories, real or fictional (including whips, lightsabers, axes, pocket knives, swords, guns, fake weapons/props, etc.)
  • NO violent props, including crops, whips, ropes, chains or tethers
  • NO sharp metal spikes

Please remember that we are an inclusive community, and costumes/decorations should not misrepresent race, religion, or cultural heritage.

+ Prohibited Items

Prohibited items include any items, either legal or illegal in nature, where possession is restricted by Federal, Provincial, or Municipal law/regulation, or by the Event or Vancouver Convention Centre policy.

Prohibited Items are subject to change, and security measures may be increased at any time. These measures include, but are not limited to, a more thorough search of persons and property.

Guests entering the venue in possession of a prohibited item will be stopped and provided with two options: (1) leave the venue and store the item off site; or (2) dispose of the item in the provided garbage receptacles at the entrance. Staff will not hold items or dispose of them for a guest due to liability. The only exception is an item deemed to pose an immediate threat to safety and security, which security staff may seize for police if safe to do so.

Prohibited items include (but are not limited to) the following:

  • Aerosol cans of any kind
  • Animals (certified service animals are allowed but must be authorized by a security supervisor)
  • Artificial noise makers, including megaphones and air horns
  • Bags larger than 12” x 6” x 12” (30cm x 15cm x 30cm)
  • Cigarette packs (unless factory sealed)
  • Cannabis – NOTE: Even sealed and unopened packages are prohibited
  • Glass, metal, hard-shelled plastic bottles or containers, or soft-sided bottles with capacity greater than 1 Litre.
  • Drones, remote-controlled aircraft/toys
  • Fireworks/pyrotechnics, including flammable liquids or other incendiary devices
  • Flag poles, totems, or poles/long sticks of any kind
  • Flasks
  • Gang or club clothing and/or gang or club support gear, including but not limited to banners, signages and flags
  • Gas masks, frisbees or any other items which could compromise public safety and/or harm the reputation of the event.
  • Glass of any kind
  • Helium balloons
  • Illicit drugs & substances, and/or illicit drug paraphernalia of any kind
  • Laptops (tablets and tablet cases are permitted, however they will be inspected prior to entry)
  • Laser pointers
  • Markers, pens or spray paint
  • Motorcycle or bike helmets
  • Outside food & beverage, including gum and candies that are not factory sealed (exceptions may be made for medical or dietary reasons)
  • Perfume or cologne bottles
  • Portable chairs or lawn chairs of any kind
  • Professional audio, video or photography equipment (no detachable lenses, tripods, large zoom lenses, and/or commercial-use camera assemblies)
  • Selfie sticks or GoPro apparatus
  • Sharp objects, weapons (or items that can be used as a weapon), and potential projectiles of any kind - including but not limited to pocketknives, large spikes, heavy wallet chains, bats/clubs, etc.
  • Signs, flags or displays that are offensive, racist, discriminatory, contain inappropriate language, or are religious, political or commercial in nature.
  • Skateboards, rollerblades, roller skates, scooters, wheeled or motorized items intended to be ridden
  • Sports equipment
  • Stickers and flyers
  • Substances that cause intoxication or impairment, including alcohol, illegal drugs, and derivatives of
  • Tactical clothing or equipment
  • Tents, large umbrellas, chairs or blankets
  • Toy guns, water guns, slingshots
  • Unsealed products or packages that show evidence of tampering (including opened or unsealed cigarettes, unsealed feminine hygiene products, etc.).
  • Walking sticks or canes of any kind unless it is a medically required mobility device
  • Any other items deemed to be unsafe by venue management

Permitted Items:

  • Cell phones and portable chargers/external batteries
  • Cigarettes (must be sealed upon entry) and lighters. No smoking indoors!
  • E-cigs/vapes (refillable liquid chambers OK, must be empty upon entry). No smoking indoors!
  • Earplugs
  • Empty refillable drink containers (NO Glass) *Must be 1 litre in size or smaller and soft sided (squeezable). Limit 1 per person
  • Fanny packs
  • Glowsticks & glowing/illuminated costumes or jewelry
  • Go Pro Cameras ONLY. NO Go Pro apparatus, including selfie sticks, are allowed
  • Personal sized hand sanitizer (100ml or less)
  • Hydration packs. Cannot exceed 2 litre bladder. Cannot have more than 2 main compartments and 1 smaller compartment. No metal or hard framing; must be soft-sided and squeezable. Bladder must be intact and useable, empty and open for inspection upon arrival
  • Medically prescribed/required medications (must be in prescription container and verified with owner produced government issued photo identification), food and beverage items
  • Lip balm, lip gloss and lipstick (must be factory sealed upon entry)
  • Non-professional flash/still cameras, handheld video devices under 6″ (Sony Action Cam, GoPro, etc.),
  • Personal cameras and mobile phones. No detachable lenses or zoom lenses 2 inches or greater
  • Sunglasses & hats
  • Tampons and pads (must be sealed upon entry)
  • Wet wipes (personal sized and must be sealed upon entry)
  • 1 gallon plastic freezer bag
  • Any bag 6” x 9” or smaller
  • Any clear bag 12”x 6”x12” or smaller
  • Medically necessary bags or diaper bags for infant or young children

+ Code of Conduct

Contact is committed to creating a safe, comfortable, and enjoyable experience for everyone. We ask that your conduct contribute to everyone’s enjoyment of the event, be legally appropriate, and not be offensive or abusive to others.

For your safety and comfort, unacceptable conduct is subject to ejection and includes, but is not limited to, the following:

  • Use of foul, threatening, offensive or abusive language or gestures.
  • Discrimination, bullying or hate that harasses, victimizes, degrades, or intimidates an individual or group of individuals on the basis of religion, race, national origin, ethnicity, sexual orientation, gender, age, ability, physical appearance or other.
  • Harassment, including unwelcome or hostile behavior, physical contact or sexual attention.
  • Fighting or any other type of violence.
  • Wearing or using clothing, signs, and banners which are offensive in nature.
  • Excessive intoxication or impairment due to alcohol/cannabis or consumption of illegal substances.
  • Throwing objects or interfering with the progress of the event.
  • Being in possession of alcohol not purchased inside the venue.
  • Being in possession of weapons, illegal substances or any other prohibited items.
  • Smoking (including e-cigarettes, personal vapourizers, and cannabis) in non-designated areas.
  • Unpermitted access and breaching perimeters to the festival areas or other restricted areas.
  • Any other conduct that may be deemed by event organizers to be inappropriate or which may adversely affect the safety of persons, property, or disruption of the event.

**Contact will not tolerate any unsafe, offensive behaviour that violates our Fan Code of Conduct. Failure to abide by this Code may result in ejection, suspension from entering any or all of our venues or events. **

Each of us has a responsibility to report any act that goes against the values that we stand for. So, if you see something, say something. Report any safety concerns to our management team right away.