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Arena Facts


PNC Plaza


General Information


Fans attending home games during the 2020-21 season should be aware of important changes to the game day experience including:

• Prior to arrival at American Airlines Center, all fans must fill out a COVID survey at StarsCheckIn.com on the day of the game.

• Face coverings must be worn at all times. Medical grade masks, three-layer cloth masks, and two-layer cloth masks with filter are permitted. Gaiters, masks with exhalation valves, and face shields without the use of a mask will not be permitted.

• The entire arena will be cashless environment this season.

• Bags will not be permitted. Only wallet-sized clutches (4.5" x 6.5") will be permitted in the building.

Please click here for a full list of Fan Safety Guidelines.

American Airlines Center meets or exceeds all public facility structural and service requirements as set forth in the Americans with Disabilities Act. Please visit our Accessibility Guide page for details.

American Airlines Center is located at 2500 Victory Ave., Dallas, TX 75219.

American Airlines Center and its food and beverage concessionaire have adopted an alcohol policy that is designed to protect guests and the community from alcohol-related incidents. In addition to our responsible alcohol service guidelines below, American Airlines Center offers the Good Sport Designated Driver Program at most major sporting events.

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.

In addition, the following items are to be noted:

  • No alcohol may be brought into or taken out of American Airlines Center. Alcoholic beverages may be purchased inside the arena. 

  • American Airlines Center reserves the right to deny entry to anyone who appears to be impaired.

  • Alcoholic beverages will not be served in containers larger than 24 ounces.

  • There shall be a maximum limit of two alcoholic beverages sold to each Guest, per purchase, per valid ID.

  • All guests who appear to be younger than the age of thirty-five (35) will be asked to show positive identification prior to being served alcoholic beverages. Acceptable forms of valid United States identification are Driver's License, Passport, United States Passport Card, State Issued I.D. Card with Photo and Military I.D. with photo.

  • American Airlines Center reserves the right to eject anyone under the age of twenty-one (21) who is observed to be in possession of or consuming alcohol on the premises.

  • American Airlines Center and its food and beverage concessionaire will implement ongoing responsible alcohol management training sessions for its serving staff.

  • No alcoholic beverages will be sold after 12 minutes remaining in the 3rd period

  • Guests must discard alcoholic beverages prior to exiting the building.

  • Management has the right to refuse service at any time. Alcohol sales can be terminated at any time at the discretion of American Airlines Center management.

Animals or pets of any kind are prohibited with the exception of trained service animals and service animals in training for guests with disabilities Qualified service animals must provide a service. Under the ADA, comfort is not considered a service. Service animals are welcome inside the building and 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 other guests and employees may be asked to escort the animal off the premises. An animal relief area is provided in Parking Lot F.

American Airlines Center is equipped with a "Listen" listening system. Receivers are available for all events and provided free of charge with a form of valid identification. Guests who are interested in this service should see a representative at Guest Relations in the Plaza Concourse at section 104. 

There are six automated teller machines (ATMs) for your convenience, located throughout the American Airlines Center. 

  • Outside North Box Office 

  • Plaza Concourse Across from Section 111 and 123

  • Platinum Level Across from Section 203/204

  • Terrace Level Across from Section 303 and 321

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

The Auto Assistance Program provides services for guests who experience minor automobile trouble, such as a dead battery or flat tire. The service is offered at Guest Relations before, during and up to one hour after an event.

Bags and purses will not be permitted. Wallet-size clutches no larger than 4.5" x 6.5" will be permitted.

Updated Box Office Hours as of 1/4/21:

Starting January 4, 2021, the American Airlines Center Box Office Windows are closed until further notice for in-person business transactions.

Tickets are available for purchase at ticketmaster.com for all upcoming events.

The Box Office is still here to assist you! For any questions, please email aacbox@americanairlinescenter.com

 

Location

The Box office is located on North Houston Street across from the Lexus Garage. Parking is available in Lexus Garage.  

On event days, the Box Office is open two hours before an event and one hour after the event has started. 

Non-professional, non-flash still photography is permitted at most events (cell phones, disposable, digital, or 35mm cameras with no interchangeable or telephoto lens). However, for some events, at the request of the artist/performer/team, cameras of any type may be prohibited. Video cameras, iPads, selfie sticks, audio recording devices, monopods, tripods, Go-Pros, and cameras with telephoto or interchangeable lenses (professional photography equipment) are not permitted inside at any time. Video recording on any device and/or flash photography is prohibited at all times. This policy will be strictly enforced and management reserves the right to deny any electronic device at their discretion.

Restrictions on the use of still and video cameras vary by event. The event producer determines this policy. Guests should contact an American Airlines Center representative at 214-665-4299 to find out the policy prior to the event.

American Airlines Center is committed to creating a safe, comfortable, and enjoyable entertainment experience. Guests have a right to expect an environment where:

  • Guests will be treated in a consistent, professional, and courteous manner by all venue personnel.

  • Guests will enjoy every event free from disruptive behavior, including foul or abusive language or obscene gestures.

  • Fans may not interfere with the event and/or athletes in any manner.

  • Guests will consume alcoholic beverages in a responsible manner. Intervention with an impaired, intoxicated or underage guest will be handled in a prompt and safe manner.

  • Guests will sit only in their ticketed seats and show their tickets when requested.

  • Guests who engage in fighting, throwing objects, or attempting to enter the court/stage will be immediately ejected from the venue.

  • Guests will not smoke or vapor in the venue but in designated smoking areas only. 

  • Guests will be required to wear a shirt and shoes at all times for their own safety. Guest are not allowed to have signs or clothing with obscene or indecent messages, images or text.

  • Guests will comply with requests from venue staff regarding facility operations and emergency response procedures.

  • Guests will also be responsible for their own good time by reporting inappropriate behavior.

  • American Airlines Center arena staff has been trained to intervene when deemed necessary and to use their best discretion to help ensure that guests who ignore the Code of Conduct do not interfere with other guests' ability to enjoy an event. Guests who violate the Code of Conduct may be subject to ejection without refund and, to the extent their conduct constitutes a violation of law, may be subject to arrest. Season ticket holders may also be subject to having their season subscription revoked. Please note that for sporting events, all guests are also subject to the NHL Code of Conduct.

For the 2020-21 season, face coverings must be worn at all times. Medical grade masks, three-layer cloth masks, and two-layer cloth masks with filter are permitted. Gaiters, masks with exhalation valves, and face shields without the use of a mask will not be permitted.

Jack Daniel's Club and Eighteen Seventy-Six doors open two hours prior to game time. All other doors open 90 minutes prior to game time.  

American Airlines Center offers a drop-off and pick-up area at PNC Plaza. Limousines, buses, and cars will be allowed to drop-off and pick-up in this area, but vehicles are not permitted to park there.

Guests arriving or awaiting the arrival of their Uber and other ride-share are encouraged to utilize our two designated Uber Pickup/Dropoff Areas located on All-Star Way and Nowitzki Way.

Drop-off and pick-up for all non-buses and non-limos are on All-Star Way. (See map)

Electronic Cigarettes are permitted in the building however, they can only be used in designated smoking areas.  

American Airlines Center is committed to providing the highest standard of safety for our visitors and employees. Emergency response procedures have been developed to address an emergency or crisis that may arise at the American Airlines Center or surrounding areas that may affect the arena operation. In the case of an emergency, please proceed to the nearest stairwell, head down to the street level and out of the building. American Airlines Center personnel have been trained to assist in emergency situations. Areas of Rescue Assistance are available and visual/audible alarms are located throughout the building for use in the event of an emergency.

Main Entrances are available to all ticketed guests, and are in the following locations:

  • South Entry (PNC Plaza): Olive St between Houston St and Victory Ave

  • West Entry (DART Station): Victory Ave between Nowitzki Way and All Star Way

  • North Entry (ADA Parking): All Star Way between Victory Ave and Houston St

  • East Entry (Lexus Garage): Houston St between All Star Way and Nowitzki Way

 

VIP Entrances are available exclusively to Private Suite and Premier Seat ticket holders and are in the following locations:

  • Northeast Platinum Entry: North side on All Star Way (across the street from Lexus Garage)

  • Southeast Platinum Entry: East side on Houston St (between East Doors and Jack Daniel's Old No. 7 Club)

  • Gold: South side on Olive St (between Houston St and Victory Ave)

All guests entering the arena are subject to a metal detector screening including hand-held wands, visual inspection, and bag inspection conducted by American Airlines Center Security personnel. The purpose of the inspection is to detect prohibited items and ensure the safety of all guests.

Firearms and/or Concealed Handguns with or without a license are not permitted at the American Airlines Center. If any guest arrives at the facility with a firearm or handgun, you will be instructed to return the weapon to your car. The only persons allowed to bring firearms into the American Airlines Center are credentialed local, state and federal law enforcement officers with proper ID. The American Airlines Center does not have a weapons check-in. We will not take possession of firearms under any circumstances.

Certified medical professionals are available at First Aid stations during all events to assist guests with medical needs. In addition, American Airlines Center is equipped with Automatic External Defibrillators (AED) located in various locations throughout the facility. Guests in need of emergency first aid should contact the nearest American Airlines Center employee for assistance. Additional locations may be added for larger events.

  • First aid stations are located:

  • Plaza Concourse near Section 111

  • Terrace Concourse near Section 313

American Airlines Center offers a wide variety of food and beverages throughout the facility. Guests are not permitted to bring any food or beverages into the American Airlines Center. Containers such as bottles, cans, thermos bottles, or plastic coolers are not permitted for the safety and protection of our guests.

American Airlines Center has achieved Global Biorisk Advisory Council® (GBAC) STAR™ accreditation, the gold standard for prepared facilities. Under the guidance of GBAC, a Division of ISSA, the worldwide cleaning industry association, American Airlines Center has implemented the most stringent protocols for cleaning, disinfection and infectious disease prevention in its facility.

American Airlines Center is committed to creating a safe, comfortable and enjoyable entertainment experience. In order to maintain an enjoyable and safe environment, we request that all guests be courteous to those around them and abide by all building policies and regulations. Guests using foul language or appearing intoxicated will be ejected from the arena. Guests wearing obscene or indecent clothing will be denied entry. Shirts must be worn at all times. Noisemakers of any type are prohibited. Guests who engage in inappropriate behavior will be removed from the building. Please view our Code of Conduct and Prohibited Items list for more details.

Our Guest Services Representatives are professionally trained to provide assistance and have an understanding of how to accommodate your needs. The Guest Relations rooms are the hub for many of American Airlines Center's helpful programs. American Airlines Center offers convenient services including wheelchair assistance, lost and found, and stroller and wheelchair check-in. These services can be obtained by contacting a Guest Services Representative. Guest Relations is open one hour prior and one hour after every event. You may contact Guest Services during these hours at 214-665-4535.

 

Guest Relations locations:

  • Plaza Concourse Across from Section 104

  • Terrace Level Across from Section 326

Different levels of the arena have different access. 

  • Event Level - Properly credentialed working personnel only

  • Plaza Concourse - Sections 101-124; Access for all guests with a ticket to the event

  • Flagship Level/Flagship Suites - Suites 1105-1160; Germania Insurance Club Loge Boxes 1-25 Access for Flagship suite ticket holders

  • Platinum Level Suite - Sections 201-224; Suites 1201-1218. Access for all-suite, Service King Lounge, and Platinum level ticket holders

  • Admiral Suites - Suites 1306-1318 and 1339-1356; Service King Lounge Theater Boxes 1-36; US Concrete Foundation Lofts 1-17; Access for Admiral suite ticket holders

  • Terrace Concourse - Sections 301-334; Access for all guests with a ticket to the event

If you lose an item during an event, please contact any American Airlines Center team member for assistance. Found items can be turned in to Guest Relations. Our lost and found department is open 24 hours a day and can be reached at 214-665-4825. American Airlines Center is not responsible for lost items. Found items are held for a 30 days.

If you select "Mobile Entry" as your delivery method from Ticketmaster, make sure to bookmark My Ticketmaster or My Account manager in your mobile browser, or download the Ticketmaster iPhone or Android app. You can also add your tickets to your phone's Wallet.
 
Tickets purchased from non-authorized, third-party sources must be mobile QR barcodes transferred through the Ticketmaster system. Third-party sellers should send you a transfer notification email. To accept your tickets, you must create an account on the appropriate Account Manager webpage and follow the instructions to accept the transfer. To access your tickets, log back in to the appropriate Account Manager page, select the event, and proceed to the doors with your QR barcode. If you do not receive the transfer email, please check your spam folder and/or contact the third-party seller.
 
Screenshots of tickets are not accepted for entry. Mobile tickets must be presented within the Ticketmaster Account Manager or your iPhone's Apple Wallet or Passbook, or an Android equivalent app such as Google Wallet. If you do not own a smartphone, please bring your confirmation email and a photo ID to the Box Office for assistance.

or safety reasons, patrons may be refused entry if they are in possession of prohibited items including, but not limited to: 

  • Alcoholic beverages/illegal drugs

  • Food and drinks

  • Drones

  • Cameras: no professional/flash photography, tripods or monopods

  • Video recorders and audio recorders

  • Glass, plastic, metal containers and flasks

  • Fireworks/flares

  • Laser pointers

  • Umbrella

  • Coolers (hard/soft side)

  • Knives 

  • Weapons of any kind

  • Baby seats or carriers

  • Artificial noise makers (air horns, drums, whistles)

  • Glitter/confetti

  • Balloons, glow sticks, frisbees, permanent markers, spray paint, streamers

  • Beach balls

  • Parcels or packages

  • Inflatables

  • Brooms 

  • Chairs/stools

  • Pamphlets, product samples

  • Skateboards, rollerblades, bicycles, helmets 

  • Laptop/Tablet computers, 2-way radios, flashlights

  • Backpacks

  • Bags

  • Any other items deemed dangerous and/or inappropriate

The guest must throw the prohibited item in the trash or return the item to his/her vehicle. American Airlines Center reserves the right to confiscate any prohibited items and/or escort the guest from the building. Please note that this list is subject to change.

Re-entry is not allowed at any event at the American Airlines Center. For certain situations such as medical needs, re-entry can be approved by the Guest Services Supervisor at the door. Smoking locations are available at the outdoor patios of the Jack Daniels Club and 1876.

Restrooms are located throughout American Airlines Center for your convenience. All restrooms meet or exceed ADA specifications. Men's, Women's and Unisex Family restrooms are located in the corners of every concourse next to all public restrooms throughout the arena on all levels. Baby change facilities are located in all public restrooms.

Unless otherwise specified by teams or event management, American Airlines Center welcomes guests bringing small signs, banners, posters and flags inside the building to show fan support during events. The following rules relate to these items:
 

  • Item may not be larger than 11 x 17 in dimension for Dallas Stars games

  • Item must be relevant to the event

  • Item may not be attached to a stick/pole

  • Item may not obstruct any stadium or event signage

  • Item may not be hung, attached, or displayed on any part of the building

  • Item may not be commercial in nature

  • Item may not contain or display obscene or offensive language and/or pictures, as determined by American Airlines Center management in its sole discretion

  • Item may not be constructed or displayed in a manner that may obstruct the view of other guests or in any way create a safety hazard for others as determined by American Airlines Center management in its sole discretion

  • If the event does not allow posters, guests will be asked to return the item to his/her car.

Any sign, banner, poster, or flag may be removed, at any time, at the sole discretion of American Airlines Center management.

Grilling, open flames, food preparation, and consumption of alcoholic beverages are not permitted in any parking areas.

Guests needing to call a taxi may go to Guest Relations for assistance. Post event, taxis stage at the east side of American Airlines Center - at curb of Houston St, south of Payne St (west side of the street). There is also a taxi stand on south side of Nowitzki Way.

The Hangar Team Stores offer the largest selection of officially licensed merchandise featuring your favorite Dallas Stars players.

The Hangar has 11 different locations within American Airlines Center carrying Stars merchandise and collectibles as well as The Hangar - Victory Park, located just outside the south entrance at Victory Plaza, and The Hangar - Frisco, located at Comerica Center, home of the Stars' practice facility and executive offices.

Visit any one of our following stores:

 

The Hangar - Frisco

(214) 387-5775

Tuesday-Saturday: 12 p.m. to 5 p.m.

Located at Comerica Center, 2601 Avenue of the Stars, Frisco, TX 75034

 

The Hangar - Victory Park

(214) 665-4567

Monday through Saturday: 10 a.m. to 6 p.m.

Sunday (offseason): Closed

Sunday (during the season): Noon to 5 p.m.

Extended hours for American Airlines Center events

 

Locations inside American Airlines Center

  • The Hangar Kiosks (Sections 111, 118 and 124)

  • The Hangar (Platinum Level East)

  • The Hangar (Platinum Level West)

  • The Hangar Authentic Collection (outside of Jack Daniels)

The Hangar Team Stores and Kiosks open 90 minutes before puck drop each game night.

During Stars games, the temperature is approximately 60 degrees and may depend on your proximity to the ice surface. We suggest wearing appropriate layers and/or bringing a jacket for ice events. 

American Airlines Center strictly prohibits ticket scalping and the resale of tickets on the premises. To avoid problems with counterfeit, stolen or voided tickets, guests should make their purchases through authorized outlets only.

Wheelchair escorts are provided through Guest Relations. Please ask any American Airlines Center Team Member for assistance. To arrange services in advance, please call 214-665-4210 during normal business hours or email us.

Guests can connect to the new service by turning on Wi-Fi on their wireless devices and selecting "ATT" from the list of available networks.

Tickets for events at the American Airlines Center may be picked up at Will Call with a valid photo I.D. at the Box Office. There is no charge to pick up tickets to Dallas Stars games.