SERVICES A-Z

Access Privileges

All Levels Properly credentialed working personnel
Event Level Properly credentialed working personnel only.
Plaza Concourse All guests with a ticket to the event
Flagship Suites Suite ticket holders
Platinum Suite Suite and Platinum Club ticket holders
Admiral Suites Suite ticket holders.
Upper Concourse All guests with a ticket to the event

Accessible Information

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.

ATM Locations

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, 123
Platinum Level Across from Section 203/204
Terrace Level Across from Section 303, 321

Alcohol Beverage Policy

No alcohol may be brought into American Airlines Center. Alcoholic beverages may be purchased inside the arena. All persons must be age 21 or older and provide legal identification to purchase alcoholic beverages. Alcohol purchases are limited to two (2) beverages at a time. 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. Typically, no alcoholic beverages will be sold after:

Mavericks End of 3rd quarter
Stars 12 minutes remaining in the 3rd period
Vigilantes Start of the 4th quarter
Concerts Varies per event

Animals

Animals or pets of any kind are prohibited with the exception of service animals for guests with disabilities. Service animals are welcome inside the building and must remain on a leash or in a harness at all times. If you intend to bring a service animal to the building, please notify your ticket representative at the time of purchase so that an aisle seat may be reserved for you. An animal relief area is provided in Lot F.

Auto Assistance Program

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 Services before, during and up to one hour after an event.

Banners and Signs

Small signs are allowed but larger signs with sticks or poles are not. Banners and signs may not be hung or fastened anywhere in the arena. Banners and signs must not be commercial in nature or obscene, or cause any disturbance with other fans. American Airlines Center reserves the right to remove any banner or sign without exception.

Cameras, Video Cameras, Audio Recorders

Professional cameras are prohibited at all events in American Airlines Center unless accompanied by appropriate media credentials. Cameras with lenses that are 3 or more inches in length are NOT allowed except for Dallas Stars games. Video cameras and audio recorders are prohibited in American Airlines Center unless specifically approved. Please check in advance by calling 214-665-4299.

Restrictions on the use of still and video cameras vary by event. The event producer determines this policy. Some sporting events permit still cameras without flash, but not recording devices. Concerts typically do not permit any cameras or recording devices (audio or video). Guests should contact an American Airlines Center representative at 214-665-4299 to find out the policy prior to the event.

Charity Requests

To be considered for ticket donations please send an e-mail with your charity information, name of show, date, and time of show requested and contact information to marketing@americanairlinescenter.com. Requests must be received in writing and will be considered on a first come first serve basis. Charities must submit a Federal Tax Identification Number to be considered. Ticket requests for Dallas Stars and Dallas Mavericks games must be submitted directly to the teams.

Dallas Stars

For more information on donations for Dallas Stars games, please click here.

Dallas Mavericks

For more information on grants, guidelines or to fill out a grant application for The Dallas Mavericks, please click here. For more information on ticket donations for Dallas Mavericks games, please fax your request to 214-752-3860. For more information on ticket requests for the Dallas Mavericks, click here.

Designated Driver Program

The Designated Driver Program is designed to ensure guests a safe trip home from American Airlines Center events. Guests who pledge not to drink alcoholic beverages during the event may sign up at Guest Relations and may be eligible for promotional giveaway items.

Door Opening

The time the doors to the American Airlines Center open will vary according to the event. The typical times are noted below. Please check in advance by visiting your event's detail page.

Mavericks Fan shop doors open two hours prior to game time. All other doors open one and one half hour prior to game time.
Stars All other doors open ninety minutes prior to game time.
Concerts Doors open one hour prior to the event unless otherwise specifically noted

Drop-Off/Pick-Up Areas

American Airlines Center offers a drop-off and pick-up area on the West side at Valor Place. Limousines, buses and cars will be allowed to drop-off and pick-up in this area, but vehicles are not permitted to park there.

Emergencies and Evacuations

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 might arise at the American Airlines Center or surrounding areas that might 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 and audible alarms are located throughout the building for use in the event of an emergency.

Emergency Event Phone Number

In the event of an emergency, a message may be delivered to arena guests by calling 214-665-4299. As there are no procedures for paging guests, so please have seating information (Section and Seat Numbers) available when you call.

Escorts

American Airlines Center can provide wheelchair escort service for the interior of the building. This service is free and can be requested through Guest Services. To minimize your wait, we suggest that you make arrangements for this service prior to the event you are attending by calling 214-665-4210 during normal business hours or e-mail guestservices@americanairlinescenter.com. During event hours, please call 214-665-4535. American Airlines Center can also provide escort service to parking areas; however, this service does not include wheelchair assistance.

Firearms/Concealed Handguns

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 American Airlines Center does not have a weapons check-in. We will not take possession of firearms under any circumstances. The only persons allowed to bring firearms into the American Airlines Center are credentialed local, state and federal law enforcement officers.

First Aid

Certified medical professionals are available at First Aid stations during all events to assist guests with medical needs. Guests in need of emergency first aid should contact the nearest American Airlines Center employee for assistance.

First aid stations are located:

Plaza Concourse Near Section 111
Terrace Level Near Section 313

Food and Beverages

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. Also see the Food and Beverage Section.

Guest Courtesy

American Airlines Center is committed to providing an enjoyable family atmosphere. 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.

Guest Services

Our Guest Services representatives are professionally trained to provide assistance and have an understanding of how to accommodate your needs. The Guest Services 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 Services 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

Hotels

Please refer to the hotel page for more information on local area lodging.

Listening Devices

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 and in the Terrace Level at section 326.

Lost Children

Lost children/parents should be escorted to Guest Relations to notify arena security. Arena security will arrange search procedures. The Lost Child Program is available to guests attending events with children. Guests are asked to register their children with Guest Relations so that they can be easily found in the event they are separated from their parents or guardians. The child will be given a wristband containing vital information. If a child is lost during an event, he or she will be brought to Guest Relations where an American Airlines Center representative will use the information on the wristband to locate the parents or guardian.

Lost and Found

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.

NBA Fan Code of Conduct

The National Basketball Association, Dallas Mavericks, and American Airlines Center are committed to creating a safe, comfortable, and enjoyable sports & entertainment experience. NBA fans have a right to expect an environment where:

  • Players will respect and appreciate each and every fan.
  • Guests will be treated in a consistent, professional and courteous manner by all arena and team personnel.
  • Guests will enjoy the basketball experience free from disruptive behavior, including foul or abusive language or obscene gestures.
  • 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 will not engage in fighting, throwing objects or attempting to enter the court, and those who engage in any of these actions will immediately be ejected from the game.
  • Guests will smoke in designated smoking areas only.
  • There will not be any obscene or indecent messages on signs or clothing.
  • Guests will comply with requests from arena staff regarding arena operations and emergency response procedures.

The arena staff has been trained to intervene where necessary to help ensure that the above expectations are met, and guests are encouraged to report any inappropriate behavior to the nearest usher, security guard or guest services staff member. Guests who choose not to adhere to these provisions will be subject to ejection without refund and revocation of season tickets and may also be in violation of city ordinances resulting in possible arrest and prosecution.

The NBA, Dallas Mavericks and American Airlines Center thank you for adhering to the provisions of the NBA Fan Code of Conduct.

Outside Vending

The selling or sampling of merchandise, food, beverages, tickets or other items on the property without written American Airlines Center authorization is strictly prohibited.

Painted Fans

American Airlines Center welcomes enthusiastic fans but must reserve the rights to refuse admittance to any event if a guest has exposed, painted body parts. Guests are asked to wear shirt, pants, and shoes at all times and to refrain from painting their back or any area that might cause destruction to American Airlines Center property.

Parent's Lounge

For some concerts and family shows a parent's lounge is set up to accommodate parents who are not attending the concert, but don't want to leave their children at the building alone. Designated drop-off and pick-up zones are also available during those events.

Prohibited Items

For 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, drinks, glass/plastic/metal containers, video recorders, audio recorders, fireworks, laser pointers, backpacks, coolers, knives over 5 inches in length, weapons of any type, baby seats or carriers, unauthorized noise makers, glitter, confetti, Frisbees, streamers, helium balloons, beach balls, parcels or packages, inflatables, brooms or large bags of any kind. Cameras with lenses that are 4 or more inches in length are not allowed except for Dallas Stars games. The guest must throw the prohibited item in the trash or return the item to their vehicle. American Airlines Center reserves the right to confiscate any prohibited items and/or escort the guest from the building.

Public Phones

Pay phones are located throughout the arena for your convenience. There are public telephone banks throughout the building. For guests with hearing disabilities, TDD machines and volume-enhanced phones are also available.

Restrooms

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.

Family Restrooms For guests with children, family restrooms are located next to all public restrooms throughout the arena on all levels
Baby Changing Facilities Baby change facilities are located in all public restrooms

Re-Entry

No re-entry allowed till the end of the first quarter at Dallas Mavericks games.

Sign Interpreters

American Airlines Center can provide sign language interpretation for guests with hearing disabilities. Requests for this service must be received 30 days prior to the event and be approved by the performer. For details, please call the American Airlines Center Box Office at 214-665-4797 or the American Airlines Center Administrative Offices at 214-665-4299.

Smoking Policy

In compliance with local and state laws, American Airlines Center is a smoke-free facility. Guests are prohibited from smoking in any non-designated public areas of the Center. Smoking, including alternative smoking devices such as electronic and/or vapor, is only permitted in designated smoking areas. Smoking exits are located on every entrance/exit of the American Airlines Center and on the Platinum balconies. No re-entry is allowed till the end of the first quarter/period.

Strollers

At Guest Services, located on the terrace and plaza levels, our staff will gladly check your stroller until the event is over.

Tailgating

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

Ticket Scalping

American Airlines Center strictly prohibits ticket scalping and the resale of tickets on the premises.

Wheelchairs

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 e-mail guestservices@americanairlinescenter.com.

Will Call

Tickets for events at the American Airlines Center may be picked up at Will Call with a valid photo I.D. at the North Box Office. There is no charge to pick up tickets, but there is a $5.00 per envelope fee for tickets left at Will Call. (Please note that this fee is not applicable for tickets to Dallas Mavericks, Dallas Stars, Suite Holders and Platinum Members.)