Guest Services

Guest Services is located on the arena concourse - outside of section 27. The Frank Erwin Center’s friendly staff is on hand to answer building related questions, assist with lost and found and provide assisted listening devices and wheelchair escorts during all events. A wheel chair escort can also be requested at the Red River doors.

The Frank Erwin Center makes a concerted effort to accommodate all guests and either meets or exceeds all requirements stipulated by the Americans with Disabilities Act (ADA). Locations on the floor and arena levels provide easy access to seating for guests in wheelchairs.

If you have questions about accommodations or guest services, please call (512) 471-7744.

Request Deaf and Hearing Impaired Interpreting Services
Guest Services and Frequently Asked Questions (FAQ):
See below for some frequently asked questions about the Frank Erwin Center.
The below is general information. Check the event's information page or contact us for more information.

Arena Access
Guests can enter the building through the arena terrace level doors and mezzanine level doors.

Red River doors are a welcome entry for guests with floor seating and mobility impaired guests.

The luxury suites entrance is at Gate A. The Suite Concierge is directly inside the Gate A entrance.


ATM Access
For your convenience, ATM machines are located in the following areas:

•Upper Red River Lobby
•Arena (3rd Level) - Sections 25, 34, 36 and 49
•Mezzanine (4th Level) - Sections 64, 72, 80 and 92


Camera Policy
The photography/videography policy varies by event. For the latest information, please check the event page on this site or Facebook and Twitter pages on event day. For more information, please call (512) 471-7744.


Catering
Sodexo Sports & Leisure Services supplies all of the in-house catering and concessions. For menu and catering needs, please call Sodexo at (512) 471-2672.


Concessions
Outside food or beverages are not allowed into the arena. However, there are a wide variety of menu options for guests, including:

Core Menu Items: (served by all 3rd floor concession stands, except Casa Chapala)
Hot Dogs, Popcorn, Peanuts, Pretzels, Nachos, Candy, Soft Drinks, Bottled Water

•Pizza Hut - Sections 24/36 - Personal pan pizzas and hot wings
•Texas Traditions - Sections 22/33 - Earl Campbell sausage wraps and jumbo hot dogs
•Poke Jo's - Section 48 - BBQ sandwiches (sliced beef, sliced turkey and chopped beef)
•Longhorn Grill - Section 46 - Angus burger baskets, footlong hot dogs with chili and cheese, ultimate nachos
•Bush's Chicken - Section 39 - Chicken tender baskets
•Quiznos Subs - Section 31 - Quiznos sandwiches
•Casa Chapala - Section 28 - Mexican food
•Cotton Candy/Snow Cones - Section 47
•Dippin' Dots/Kettle Korn - Sections 21/31
•Maui Wowi - Sections 49/35 - Smoothies and specialty blend coffees
•Blue Bell Ice Cream - Sections 22/33 - Blue Bell pints and country cones
•Lemon Chill - Sections 46/32 - Lemon chills, funnel cakes, corn dogs, lemonade
•Amy's Ice Cream - Sections 23/32


Deaf and Hard-of-Hearing Services
Sign Interpreters:
Requests for interpreting services should be received at least two weeks prior to the scheduled event. The content of some events may not be translatable to sign language. To order tickets and request an interpreter, please call Thom Ramirez at (512) 471-2656.

Assisted Listening Devices:
Assisted Listening Devices are available at all events free of charge at Guest Services, located on the arena concourse outside of section 27. Guests will be required to leave a valid government-issued ID.


Elevator Access
An elevator located near the Red River street level entrance provides easy access to wheelchair seating.


Emergency Evacuation
Should an emergency situation occur, guests should follow instructions from the ushers and depart through the doors marked “exit.” The venue’s wide concourses allow for easy departure from anywhere in the building.


First Aid Station
The First Aid Station is located outside section 26 on the arena concourse level. This station is staffed and operated by Emergency Medical Technicians from the City of Austin and Frank Erwin Center personnel. Please ask the nearest usher or event staff for any assistance.


Guest Services Center
Guest Services is located on the arena concourse outside of section 27. The Frank Erwin Center’s friendly staff is on hand to answer building related questions, attend to guest issues or concerns, assist with lost and found, and provide assisted listening devices and wheelchair escorts during all events. If you have questions about accommodations or guest services, please call (512) 471-7744.

Lost Children:
Lost children are immediately brought to Guest Services, located outside section 27. If you are looking for a lost child or need assistance of any kind, please find the nearest usher or event staff.

Lost and Found:
A lost and found service is available during the event in Guest Services, located outside of section 27. After the event concludes, Lost and Found is moved to backdoor security desk. For more information or to check to see if an item has been found, please call (512) 471-5790 or email lostandfound@erwin.utexas.edu.

Issues or Concerns:
The Frank Erwin Center staff strives to make every guest experience an enjoyable one. If you need assistance during an event please report any issues to the Frank Erwin Center event management staff by texting “FRANK” space, issue and location to 69050. Standard message and data rates may apply.


Lost Children
Lost children are immediately brought to Guest Services, located outside section 27. If you are looking for a lost child or need assistance of any kind, please find the nearest usher or event staff.


Lost and Found
A lost and found service is available during the event in Guest Services, located outside of section 27. After the event concludes, Lost and Found is moved to backdoor security desk. For more information or to check to see if an item has been found, please call (512) 471-5790 or email lostandfound@erwin.utexas.edu.
Mobility Impaired Accommodations
Seating:
Locations accessible by wheelchairs are reserved and are in row 32 of selected sections on the arena level, in row 3 of selected sections on the mezzanine level and on the arena floor for all shows at which public floor seating is available. For any questions concerning ticket availability, please call Texas Box Office at (512) 477-6060.

Phones:
Wheelchair guests have access to the phones in the Red River Reception Office.

Concessions:
Concession condiment tables have been modified for easy access to wheelchair guests. Concession stands have Braille menus available for the visually impaired. Drinking fountains are installed for wheelchair guests and are accessible in all areas of the concourse.

Restrooms:
Restrooms are equipped with lower lavatories. Stalls have grab rails, extra wide doors and raised bowls.


Mobility Impaired Parking
Parking spaces for guests with mobility impairments are available in Lot 108 (located south of the venue) and in Lot 118 (located north of the venue) for a fee with valid mobility impaired plates or stickers (subject to space availability).

For any event in which Lot 108 or Lot 118 is closed to the public, parking is still available for anyone displaying mobility impaired plates or stickers for a fee (subject to space availability). Accessible parking spaces are also available in nearby state lots for a fee.

If you have additional questions, please call Parking and Transportation Services at (512) 471-PARK (7275).


Parking
The Frank Erwin Center, located at 1701 Red River St, offers many convenient parking options, including Lot 108, Trinity Parking Garage and other nearby state parking garages. You can find detailed information about parking here.


Prohibited Items
•No smoking
•No outside food or drink
•No large purses, bags or backpacks
•No recording devices
•No hard containers
•No firearms/weapons/fireworks
•No banners or noisemakers
•No items deemed unacceptable by building management


Re-entry Policy
Guests are permitted to re-enter the building. To leave and re-enter, you must get your event ticket scanned out by an usher to exit the building and then scanned in for re-entry.


Refunds
With the exception of canceled shows, there are no refunds on previously purchased tickets. All sales are final. For more information, please call (512) 477-6060.


Secondary Ticket Market
Texas Box Office is the only authorized ticketing agent of the Frank Erwin Center. If you purchase tickets from an unauthorized ticketing agent, you risk purchasing counterfeit or invalid tickets. For more information, please call (512) 477-6060.


Scoreboard Messages
Special messages and announcements are not available at UT sporting events, concerts and other events at the Frank Erwin Center.


Security Policy
The Frank Erwin Center strives to provide a safe environment for guests and employees. The venue personnel reserve the right to determine the method of security checks necessary to create a safe environment, including checking bags, purses, jackets and other items. Concealed hand guns are not allowed in the building.


Service Animals
Service animals are allowed. Please notify the box office at the time of purchase if an aisle seat is required to accommodate your service animal. Service animals must remain on a leash or in a harness at all times. Service animals must display proper documentation. Pets are not permitted in the Frank Erwin Center.


Solicitation Policy
Unauthorized solicitation or the distribution of flyers or other promotional/advertising materials is not allowed without approval from Frank Erwin Center management. For more information, please call (512) 471-7744.


Suites
Watch some of the country’s best live entertainment from a luxurious and private setting with premium furnishings, private restroom, a wet bar and full-service catering. Suite availability and pricing is determined three weeks out from each show. Prices vary by event but include up to 14 event tickets, four parking passes and a $150 food and non-alcoholic beverage allowance.

For more information, please email suites@erwin.utexas.edu with your contact information and the name of the show. For long-term use of a suite or for information regarding the use of a suite at a UT men’s or women’s basketball game, please contact the Longhorn Foundation at (512) 471-4439.

More information on Suites can be found here.