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COVID-19: Guest experience protocols

WELCOME BACK TO THE BELL CENTRE
Your health & safety are our priority

We are thrilled to welcome fans back to the Bell Centre following the government's decision to allow our arena to operate at 2,500 guests capacity. Your health and safety remain our top priority, and we are proud to present a safe environment that complies with the health and safety measures issued by the Ministry of Health and Social Services. Our mission: provide you with a safe and entertaining experience. 

The Bell Centre is the first amphitheater in Canada to receive the GBAC Star (Global Biorisk Advisory Council) accreditation, recognizing the exceptional health measures put in place to ensure a safe environment that meets the highest sanitary standards.

Even though we wish we could open our doors to a full arena, this is a major first step in the right direction. The Canadiens advance to the third round of the playoffs for the first time since 2014 and will face the winner of the series opposing the Colorado Avalanche and the Las Vegas Golden Knights. 

GUIDING PRINCIPLES

As COVID-19 forces us to reinvent the gameday experience at the Bell Centre, we have implemented strategies derived from four (4) guiding principles. 

  1. Mitigate potential health and safety risks
  2. Ensure seamless and contacless fan experience 
  3. Maximize fan confidence in attending games 
  4. Provide a welcoming and enjoyable environment 
     

 

7 STEPS TO YOUR SUCCESSFUL RETURN TO HOCKEY

  1. Buy your tickets online
  2. Download the mobile app and access your tickets
  3. Leave all bags at home 
  4. Enter the Bell Centre through your assigned gate
  5. Wear your mask at all times
  6. Respect social distancing 
  7. Enjoy the game!

Please read our new safety protocols and policies so that you are best prepared for your next visit to the Bell Centre.

TICKETING INFORMATION

Capacity at the Bell Centre has been reduced to approximately 12% or 2,500 seats to ensure social distancing. We have built the ticketing manifest to allow for the sale of tickets in groupings identified as "pods" of two and four seats to accommodate family members, friends and/or trusted acquaintances to attend together. 

Pods will be available in a variety of locations throughout sections on the 100 and 300 levels (Club Desjardins will remain closed for the moment). Groups of seats will be separated by a minimum of a six-foot radius from each other, in keeping with local health guidelines. In addition, for the safety of our fans, players and coaches, the first twelve (12) rows of the lower level will not be made available to the public.

Unused seats will be secured to maintain pod integrity and minimize fan movement. 
 

Given the limited inventory, season ticket members, luxury suite holders, and corporate partners will have priority access to purchase tickets. If seats are still available, waiting list subscribers will be able to purchase tickets, followed by the general public.

Purchase tickets on Ticketmaster Exchange, the official fan-to-fan resale marketplace of the NHL. Tickets for Round 2 will be available as of June 3 at 9 p.m.

If you purchased tickets and cannot attend a game, you have the option to transfer the tickets to your guests via the Montreal Canadiens app using your Ticketmaster login. 

You also have the option to resell your seats through Ticketmaster Exchange - the official fan-to-fan resale marketplace of the NHL. To maintain pod integrity, seats cannot be split in multiple groupings.

We cannot guarantee the pod integrity of tickets purchased through unofficial resale sites (e.g. StubHub, Vivid Seats, Seat Geek, etc.). Beware that if you purchase tickets that are not compliant with the integrity of the pod, you may be moved to seats located in an inferior category.  
 

If you experience any symptoms associated with COVID-19 or have tested positive with COVID-19 between the day of purchase and no more than 24 hours before the game, you will be able to request a refund. You will need to provide proof of a positive test result if you request a refund on the day of the game. 

All tickets purchased through resale sites (e.g. StubHub, Vivid Seats, Ticketmaster Exchange, etc.) will be subject to the refund policy of the respective reseller. Please contact their customer service departments for more information.
 

To minimize touchpoints and to follow public health guidelines, mobile ticket is the sole option to gain entry to the Bell Centre. Every gameday ticket will be mobile and can be accessed through the Montreal Canadiens app using your Ticketmaster login. Fans should download their ticket on their own mobile device before arriving at the Bell Centre. 

For directions on how to use mobile ticketing and access your tickets, please click here

If you need assistance with mobile ticketing on gameday, look for our mobile street team; they can be found outside the Bell Centre at all main entrances.

As we have gone fully mobile and paperless, please note that the box office will be closed for last-minute ticket sales or will call pickup. 

KNOW BEFORE YOU GO

If you are newly experiencing any symptoms associated with COVID-19, have been diagnosed with COVID-19 in the past 14 days, or have been exposed to COVID-19 in the past 14 days, please stay at home to help us mitigate the risk of viral propagation. 

To control crowd flow, doors will open 1 hour and 30 minutes prior to the game. We have assigned specific entrances based on your seat location. This information will be clearly displayed on your digital/mobile ticket. Entry will be permitted only at the entrance designated to you.

Take a look at the map of the Bell Centre below to locate your entrance based on your seat location. Additional signage is in place outside the Bell Centre to guide you towards your assigned entrance. A field team will also be availableto help you find your way.

•   Entrance A1 - Loges Entrance (inside the parking): 3rd Floor Suites and the VIP Space
•   Entrance A2 - Loges Entrance (1205 St-Antoine West): 5th Floor Suites
•   Entrance C - Tunnel Lucien L'Allier : Sections 106, 107, 108 and 109
•   Entrance D - Train Station Lucien-L'Allier : Section 313 to 326
•   Entrance E - Restaurant Bazarette: Sections 110, 111, 112 and 113
•   Entrance F - Avenue des Canadiens (next to Taverne Moderne 1909): Sections 114, 115, 116 and 117
•   Entrance G - Avenue des Canadiens (main entrance): Sections 118, 119, 120 and 121
•   Entrance H - Cour Rio Tinto (Guy Lafleur Statue): Sections 122, 123, 124 and 101
•   Entrance I - Cour Rio Tinto (VIP entrance): Sections 301 to 308; Sections 331 to 336
•   Entrance J - Bonaventure: Sections 102, 103, 103, 104 and 105 

It is important to complete the government-issued health questionnaire before your arrival at the Bell Centre, whcih you will also receive by email in the pregame email before the game. A security agent will verbally confirm your health questionnaire at the entrance.

We ask you to go to your assigned entrance, which will be clearly displayed on your mobile ticket. From there, you will be invited inside the Bell Centre to scan your mobile ticket at the entry gate. Be ready by downloading your mobile ticket on your device in advance. Remember to always maintain a 6-foot distance while in line. 

All guests over the age of five (5) will be required to wear a procedural mask at all times while in the Bell Centre. 

Only procedural masks will be accepted. The use of a face shield does not eliminate the requirement to wear a face covering underneath. Cloth coverings, neck gaiters, bandanas, costume masks, mesh materials, or face coverings which have exhalation valves or vents are prohibited. 
 

In order to help reduce touchpoints for all staff and guests, we are required to establish a strict no-bag policy. No bags of any kind, including diaper bags, clutches, clear bags, backpacks, fanny packs, etc. will be permitted inside the building except for personal items such as small pocketbooks and purses, no larger than 10"x 8"x 6". Guests who arrive at the venue with these items will be asked to return them to their car; there will be no storage available. 

The Bell Centre is not responsible for lost or stolen bags.

All Bell Centre staff have been trained on our new safety policies and additional guest service members will be on site to ensure compliance for our fans. Additionally, all staff are required to complete a symptom check prior to each shift. 

Parking passes will now be paperless to allow touchless scanning from mobile devices at entry points. Parking must be purchased online with your tickets for the game prior to your arrival. Parking attendants will scan mobile parking passes upon entry to the indoor parking lot. Please wear your mask as soon as when exiting your car.

To limit crowding and touchpoints, there will not be any indoor or outdoor smoking areas for fan use during events. Fans who exit the Bell Centre to smoke will not be permitted re-entry into the venue. Please note that electronic cigarettes are also prohibited inside the Bell Centre. 

Make sure to download the Montreal Canadiens mobile app (Download: App Store | Google Play), which will include essential resources and information about your visit, provide updates on safety protocols, and facilitate access to your digital/mobile ticket.

An inherent risk of exposure to COVID-19 exists in any place where people gather. COVID-19 is an extremely contagious disease that can lead to severe illness and death. By attending any event at the Bell Centre, you assume all risks, hazards, and dangers arising from or relating in any way to the risk of contracting COVID-19 or any other communicable disease or illness, or a bacteria, virus, or other pathogens capable of causing a communicable disease or illness, whether this occurs before, during, or after the event - however caused or contracted - and voluntarily waive all claims and potential claims against Club de hockey Canadien, Inc., L'Aréna des Canadiens Inc., their affiliates or subsidiaries and against their respective vendors, partners, members, officers, directors, employees, shareholders, agents, and other representatives relating to such risks, hazards, and/or dangers.

IN-ARENA EXPERIENCE

All fans will be required to maintain social distancing of at least six feet beginning at the entry gates, around the Bell Centre, and in wait lines for concessions, retail shops or restrooms. Please follow physical distancing messaging and signage present in high traffic areas to avoid congestion and ensure circulation flow.

Mobile tickets will be used as the only method of entry to support a safer and more secure contactless entry. Upon arrival, load your ticket on your mobile phone, scan the QR code with security clerks, and enjoy the game!

Fans and working staff will have access to hand sanitizing stations available throughout the Bell Centre. Also, the arena's cleaning and disinfecting has been enhanced and the frequency of each has been increased. High-touch surfaces seeing heavy amounts of traffic such as concessions, retail shops, restrooms, handrails, counters, etc. are disinfected every hour. Additionally, all areas of the Bell Centre, including in-bowl seats, are disinfected overnight to help prevent the spread of infections among guests.

For the 2020-21 season, the Bell Centre has been divided into ten (10) separate zones to minimize guest circulation and maximize contact tracing. Zones are determined according to the entry points and seat locations. Guests will be allowed to walk around the concourses in their respective zones at their respective level; you will not be allowed to enter the other zone or go to different levels. Every zone will feature all amenities necessary to make your gameday experience enjoyable.

As much as possible, we ask fans to remain in their seats, limit movement inside the Bell Centre, and avoid unnecessary congregation on concourses.  

Elevators and escalators are available for use with proper social distancing practices:

  • Maximum of two (2) guests plus elevator attendant allowed per elevator.
  • On escalators, guests must allow for at least six feet distance between themselves and other parties. 

Food and beverage operations are open. Every zone will feature at least one point-of-sale. Our fine-dining restaurants Mythik and La Cage are open as well as. 

Restaurant 9-4-10, La Mise au Jeu, Canti Osteria, and Taverne 1909 signé St-Hubert will remain closed until further notice.

 

Merchandise is available for purchase. We have opened one pop-up stand/store in each zone throughout the Bell Centre. Also, the Tricolore Sports main boutique will remain open in adherence to local ordinances on permitted store capacities; a maximum number of 16 guests are allowed at once. 

To limit the number of touchpoints between staff and fans on gameday, all food, beverage and merchandise purchases will become cashless. Cash will not be accepted, and ATMs will not be operational. Only credit or debit card transactions will be allowed.

Restrooms will be unisex and available in all zones throughout the Bell Centre. We have made several modifications as part of our comprehensive health and safety protocols to our restrooms, including limiting capacity and conducting extensive deep cleaning. 

To help facilitate a seamless and socially-distanced entrance to the Bell Centre, all guests are assigned entry gates based on their seating location. Your digital or mobile ticket will have information on which entrance to use to access your seats. Please follow the directions of the usher in your section to your assigned ticketed seat. For your safety and as a courtesy to other guests, aisles must be kept clear at all times. 

Once seated, all fans are required to wear a mask, except when actively eating or drinking in their assigned seat. When you are not actively consuming food or beverages, your face covering must be promptly put back on. 
 

Our commitment to your health and safety remains a top priority. Therefore, we have added security personnel to ensure physical distancing protocols are adhered to, at all times, in all situations. We have assigned dedicated roaming staff throughout the concourse and bowl sections for the duration of the event to answer questions, direct guests, monitor and field complaints about safety protocol compliance, and implement, as necessary, appropriate action in the instance of non-compliance. 

We have a zero-tolerance policy. Guests who refuse to adhere to one or any guideline in our health and safety protocol will be asked to leave and their tickets will not be refunded. 

ADDITIONAL INFORMATION FOR SEASON TICKET MEMBERS

For 2021 playoff games where fans are admitted in a reduced capacity format, full season and half-season ticket holders will receive priority access to purchase tickets online via an email purchase link. 

All ticket holders will be randomly assigned an exclusive time slot during which they can make their ticket purchases. Each time slot will have an equal number of tickets available for purchase in all pricing categories. In order to provide an equal opportunity for all ticket holders, all ticket holders will be able to access the seating chart in no priority order, regardless of the type of package (full or half season), the value of the tickets they hold and their seniority as a ticket member. 

Important - only registered season ticket holders will have the opportunity to complete a purchase from the link sent to them. Otherwise, the system will automatically block any transaction attempt from an unregistered third party among the 2020-2021 season ticket holders.

Please note that the purchase process is entirely online; account managers are not authorized to sell tickets by phone or email. 
 

In order to offer the opportunity to a maximum number of season members to purchase tickets, a purchase limit has been set to one (1) transaction per member, for a maximum of four (4) tickets. 

Playoff tickets are payable by credit card only at the time of booking.

Any payments made in advance to reserve 2020-2021 season tickets, credits obtained following the cancellation of games during the 2019-2020 season, as well as associated loyalty bonuses cannot be used as a method of payment for the purchase of playoff tickets. These account credits will be carried over to the 2021-2022 season ticket renewal as a deposit. 

2020-2021 season ticket holders are under no obligation to participate in the purchase of 2021 playoff tickets. This participation is on a voluntary basis and does not affect the preservation of rights and privileges associated with their seats for the 2021-2022 season.

As promised, all monies paid against 2020-2021 season tickets have been bonused by 2.5% as of May 14. This loyalty bonus will be applied directly to the 2021-2022 season pass renewal.

Later this summer, as the framework of the next season becomes clearer, season ticket holders will be informed of the terms and conditions of payment for a return to the game in front of fans. 

If you have any additional questions, please feel free to reach out to the Customer Service Centre Team at 1-877-668-8269 or cec@centrebell.ca.

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