FAQ & Updates on Fans Return to Adirondack Bank Center

by Michael Lehr

Where are seats located?

Seats will be set up in group pods of anywhere from 2-6 seats. You will only be seated with the others in your ticket purchase.

How do I display my tickets to enter the event?

All tickets will be print-at-home or digital. The ADK Bank Center will not print tickets for the 2020-21 season.

What is the refund policy?

We understand that as we begin to welcome fans back, there will be unique and challenging circumstances that will present themselves. Refunds requested up until game time will be honored, and if you happen to fail a checkpoint upon arrival, you will receive a refund as well. As always, if you are not feeling well, or have come in close contact with someone who has tested positive, please stay home and reach out to the ticketing staff.

What are the testing requirements for attending an event at the ADK Bank Center?

Guests have three options to demonstrate they are eligible to attend an event. Please note the timeframes associated with each option so you can plan accordingly:

  • Proof of a negative COVID-19 antigen test taken within six (6) hours of the event start time
  • Proof of a negative COVID-19 PCR test taken within 72 hours of the day of the event
  • Proof of vaccination (fully vaccinated at least 14 days after your final dose)

Your documentation needs to be directly from the healthcare provider that performed the test or vaccination. You can display your test results or proof of vaccination on your smartphone or present a physical copy.

For each option, anyone 18 years or older must also present a government-issued ID such as driver’s license or passport. Those younger than 18 may use a government-issued ID, birth certificate, social security card, school ID, or locally issued ID.

Will I get refunded if my COVID-19 test comes back positive?

Yes, guests will have the ability to request a refund in the event of a positive test or failure of the health screening process. Please contact the ticketing office at 315-790-9070 to request a refund.

How will I need to present my test results or vaccination proof?

You can display your test results or proof of vaccination on your smartphone or present a physical copy. Please note that your documentation must be directly from the healthcare provider that performed the test or vaccination.

If I can provide proof that I have received the COVID-19 vaccine, do I still need to complete the health screening form?

Yes, the quick and easy health questionnaire is required by New York State. The form will be available upon arriving at the ADK Bank Center, either digitally or in paper form.

What safety protocols are in place at the ADK Bank Center?

Your health and safety remain our top priority, and we have worked closely with state and local health officials to develop the strongest operating protocols with the goal of providing a safe and enjoyable experience.

All guests must complete a health screening that includes:

A contactless temperature check upon arrival at the venue that registers below 100.4 degrees

Passing a quick and easy health questionnaire

Proof from a healthcare provider of one of the following: a negative antigen COVID-19 test (taken within six hours of the event start time) or negative PCR COVID-19 test (taken within 72 hours of the day of the event) or full COVID-19 vaccination (at least 14 days after your final vaccine dose) with an appropriate ID matching the name on their documentation.

Every ADK Bank Center employee working the event is also required to complete the same health screening

Other protocols include:

Appropriate social distancing throughout the venue including during ingress and egress, while seated, and in other areas throughout the venue, including concourses and restrooms

Mandatory use of face coverings, except when actively eating or drinking in assigned seat

Limited contact with concession workers through the all-inclusive ticket program

Usage of mandated MERV-13 air filters

“Always-on” cleaning and disinfecting of high touch surfaces throughout venue

EPA approved cleaning products readily available for employees and guests

Signage throughout the arena directing traffic and providing health and safety reminders to our fans

As part of these protocols, there are various policies that are being implemented to provide a safe and enjoyable experience for all guests. Guests who are permitted entry to the ADK Bank Center, and subsequently refuse to comply with or violate our policies, will be asked to leave and their tickets will not be refunded.

Will children have the same requirements as adults for attending a game?

Everyone attending an event is required to complete a health screening that includes a contactless temperature check upon arrival that registers below 100.4 degrees, as well as a quick and easy health survey and provide proof of a negative COVID-19 antigen test, or negative COVID-19 PCR test, or full vaccination. In addition to this, guests must provide an appropriate ID that matches the name on their documentation. Anyone 18 years or older must present a government-issued ID such as driver’s license or passport. Those younger than 18 may use a government-issued ID, birth certificate, social security card, school ID, or locally issued ID.

What will the health screening process look like upon arrival?

All guests will enter through the Labatt Blue Ticket Entrance. When guests arrive, they will undergo a contactless temperature check that must register below 100.4 degrees. An ADK Bank Center health & safety staffer will verify that each guest has passed their health questionnaire, and that they have proof of a negative COVID-19 test/full vaccination, along with the corresponding ID.

What is the policy regarding face coverings?

All guests are required to wear proper face coverings over their nose and mouth at all times, except when actively eating or drinking in their assigned seats. We are implementing this, as well as other policies, with the goal of providing a safe and enjoyable experience for all guests. Guests who are permitted entry to the ADK Bank Center, and subsequently refuse to comply with or violate our policies, will be asked to leave and their tickets will not be refunded.

What if, upon arrival, I register a temperature above 100.4 degrees?

Any guest who registers a temperature of 100.4 or higher will have their temperature retaken with a handheld device. If the guest again registers a temperature of 100.4 or higher, they will unfortunately not be permitted to enter the venue. As always, if you are not feeling well or have come into close contact with someone who has tested positive for COVID-19, please stay home.

Can I bring a bag?

In order to provide the safest experience with the least amount of contact, guests are not permitted to enter with bags unless they are clear. This will allow for a seamless and less-contact entry process. If you have specific needs, please contact the office at 315-790-9070.

Will food and beverage be available for purchase?

Yes, limited concession stands will be open.