Guest Services

Search And Bag Policies

Avoid delays - please don't bring bags to the venue. All bags will be subject to a search regime.  Large bags are not permitted and there are no left luggage facilities 

All visitors may be searched - please have your coats open and remove hats at search areas.  Some events may have specific search policies.

Alcohol Policies

Alcohol may not be consumed in view of the pitch at Association Football Matches.  No alcohol may leave the island site.

CCTV policy

CCTV and Body Worn Cameras are in use in all areas and London Stadium may use, or pass to the police or other relevant authority, any recordings for use in any proceedings to ensure the safety and security of all visitors subject to GDPR control measures..

Code Of Conduct

At  London Stadium, fan experience is paramount, and we are committed to creating a safe, comfortable and enjoyable spectator experience. In that, London Stadium for football matches fully adheres to the FA Respect Code of Conduct, which can be read here.

Guests visiting London Stadium have a right to expect an environment in which:

  • Guests will be treated in a consistent and professional manner by all stadium personnel
  • Guests will sit only in their ticketed seats, have all season and paper tickets In their possession  and show their tickets when requested.  Tickets remain the property of the event owner (WHUFC or promoter) until guests leave the stadium 
  • Guests are not permitted to smoke in the London Stadium at any time, including e-cigarettes
  • Guests will comply with reasonable requests from Stadium staff regarding public safety
  • London Stadium management reserves the right to deny entry to guests wearing clothing items or signs displaying offensive text and/or images

Anti Social Behaviour 

If you hear or see anti-social behaviour text the Club’s hotline direct on 07860 404 069 using the following  keywords:

FOUL – Language and behaviour
RACISM – Racist chanting or shouting
HPH – Homophobic chanting
DRINK – Drinking alcohol in view of the pitch
SMOKE – Smoking in the stadium
STAND – Standing up
PYRO – Pyrotechnics

All messages will be treated in the strictest confidence with each message to the hotline costing one standard message at your standard network rate.

Supporters and guests are encouraged to report any inappropriate behaviour to the nearest steward, or anonymously to

Guests who choose not to abide by the Stadium and Ground rules will be subject to ejection from London Stadium without refund, with the prospect of arrest and potential prosecution.



Crowd Movement

A comprehensive road closure process is in place around major events in order to prevent conflict between vehicles and people. The stadium operates a managed exit/egress crowd management system during such times. The managed egress involves hold-and-release points to manage crowd flows.   Guests are encouraged post event to move towards the main transport hubs at Stratford stations but with the choice remaining to enjoy post event refreshments on some events. 

Generally, the egress (exit) of the crowd is complete within an hour.  A normal walk to Stratford Station on a non-match day would take 20-25 minutes. Stadium staff will be on duty at all hold-and-release points to provide reassurance and guidance, using Stop and Go signs. These are in place to ensure guest safety and security. We appreciate your co-operation.


General use of drones and remote-controlled flying models is not permitted over any area of Queen Elizabeth Olympic Park.  Only commercial drone activity is permitted and requires a 10-day notice period to assess and turn around applications. Applications can be made to ‘' and must conform to CAA standards for UAV flights together with the Air Navigation Order 2009. 

Complaint Investigation

All complaints and reports of staff performance or poor fan behaviour are investigated, and appropriate actions - up to and including season ticket revocation - are undertaken.

For London Stadium events, you can view our complaints policy here...


Guest Services


Baby changing facilities are available on each level of London Stadium. On an event day, simply ask one of our friendly stewarding team for the closest baby change location to your seat.


Kindly note that cloakroom facilities are only available for hospitality guests at London Stadium.


Find out more about tickets for West Ham United matches here.

For other events at London Stadium, kindly contact the event organisers directly.


Kindly note that there is no public car parking at London Stadium. Limited blue badge parking is available.

Find out more about travelling to London Stadium here. 


For more information regarding travel to London Stadium via bicycle, from locations of cycle racks to the availability of Santander Cycles across Queen Elizabeth Olympic Park, find out more here. 

Kindly note that bicycles left unattended, or secured to stadium fences will be removed.


Please report all lost or found property to the nearest member of staff at London Stadium. If you are no longer at the venue, please email our customer services team at

Any found items will be kept for two weeks, before being discarded.

London Stadium is not responsible for lost or stolen items.