Event FAQ

The Fan Festival 2023-2024 is the fifth major event of its kind for FINAL FANTASY XIV. This global event is taking place across three different regions, in three major cities: Las Vegas, London and Tokyo! It’s a massive event built just for fans and features exciting announcements, development panels, in-game activities, merchandise, as well as amazing opportunities to play together in both in-game and live activities. It’s also a great place to meet up with your fellow players and win some cool prizes!

The Fan Festival 2023 in London is a two-day event spanning Saturday, 21 October and Sunday, 22 October, with each day of the show featuring unique stage activities. Event tickets will cover both days of the show and individual day passes will not be sold.

The event will be hosted at the ExCeL London, United Kingdom. The venue is easily accessible via public transport or by car.

Yes, you need a valid passport to enter the UK if you are a non-UK resident. Please note that a national identity card will not be enough to enter the UK.

Driving
Parking is available on a first come, first served basis, using pay and display. If you are travelling to ExCeL London by road, please use the postcode E16 1XL to find us.

Public Transport
There are multiple ways of travelling to the venue: Elizabeth line (Custom House station), Underground and DLR. ExCeL can be accessed via two DLR stations: Custom House and Prince Regent (both of which are step-free), cable car or Uber Boat.

All details on https://www.excel.london/VISITOR/GETTING-HERE.

Each ticket will cost £159.99, inclusive of VAT and all fees for two days. Each ticketed attendee will be granted access to both days of the event and will receive FINAL FANTASY XIV-related goodies in a "goody bag" (details to be announced). There are no in-game items included with the event ticket.

Please note that there is no one day only ticket option.

There will be a player-exclusive ticket purchase period ahead of a potential general sale that would be open to everyone. Please review the full announcement regarding ticket purchases.

You must be over 16 years of age in order to attend the Fan Festival in London.

• Visitors that are 16 years of age or older will need to present a valid photo ID in order to gain entry to the event.

• While visitors younger than 16 years of age can attend, they must be accompanied by an adult at all times while at the event and may not be permitted to play the game.

• Some content may not be suitable for children.

*Each attendee (including accompanying adults) will need their own ticket to access the event.

Yes, acceptable forms of ID to prove your age include:

• a photo driving licence
• a passport
• a national identity card

All ticket sales are final, and refunds will not be available. We recommend confirming your travel plans before purchasing a ticket.

Notwithstanding the foregoing, Square Enix Ltd. shall issue refunds to original ticket purchasers upon request if Square Enix Ltd. cancels the entire event. All such refunds will be strictly limited to the amount the original ticket purchaser paid for the ticket on the Eventbrite website. Please contact Square Enix Ltd. here to request a refund if Square Enix Ltd. cancels the entire event. Square Enix Ltd. will respond to refund enquiries within five business days.

No, tickets are non-transferable. IDs will be checked at registration on-site. Only people whose name matches the name on their ticket will be permitted to enter.

You must attend the event to receive your goody bag as it will not be shipped to attendees separately. Details on what is included in the goody bag will be announced at a later date. Please pick up your goody bag at the info counter as soon as you leave the security check.

Yes, there will be security at the event to help ensure everyone is safe and has a great time. Bags will be checked upon registration and entry to the event. Please do not bring any blades, swords, lances, or any other dangerous or illegal items (or items that could be mistaken for dangerous or illegal items) to the event. ExCeL London operates a no smoking policy throughout the venue. Smoking is permitted outside the venue. E-cigarettes and vaping are not permitted within the venue either. More FAQ regarding the venue can be found here: https://www.excel.london/faqs/venue-information.

Guests who (i) are disruptive, disrespectful to guests or staff, or violent; (ii) are or appear to be inebriated or under the effect of illegal or illicit drugs; or (iii) fail to follow instructions on posted signage or provided by event or venue staff may be temporarily or permanently removed from the event.

Yes, first-aiders will be available throughout the venue. A first aid room can be found inside North Hall 8, and will be open from 8:00am - 8:00pm on Saturday, October 21 and 8:00am - 8:30pm on Sunday, October 22.

Square Enix strives to support the Disabled Community. As part of our efforts, we have designated a registration area to accommodate attendees with disabilities (not limited to visible disabilities). On arrival into the venue, you will see a sign directing attendees within the registration area labelled "Partners, Press, Cosplayers and Disabled Visitors”. Instead of joining the general queue, please proceed directly to this designated area, where you will receive further guidance and support. When utilising the disability entrance into the event, simply alert the staff to your needs so they can assist you as necessary. You will also receive an additional wristband to highlight your ability to utilise specially-marked areas throughout the event.

We have also added a specially-marked seating area in front of the stage for our disabled visitors (not limited to attendees with mobility issues). This includes areas with room for those with mobility issues, wheelchairs and chairs next to them for a +1. These seats are easily identifiable. You will need the additional wristband mentioned above to sit here, so please make sure to get one at registration. We have done our utmost to ensure there is dedicated space for those who require it, though there may not be enough seats to guarantee one for every attendee with a disability and their +1. These will be available on a first-come, first-served basis. Should these accessible seats not be in use during a stage event by an attendee with a disability, then they may be used by other attendees. However, should the seat be needed by an attendee with a disability, then staff will ask for it to be vacated.

All staff are there to help all attendees with any questions or needs they may have. Feel free to stop us at any point to ask for assistance. Square Enix staff will be wearing red gilets and will be more than happy to support you at the event.

There are two stations adjacent to the venue - Custom House and Prince Regent, both of which are step-free. Click here to see the TfL step-free station map to plan your journey.

Please email info@excel.london for advice on the closest recommended entrance and DLR station for the event that you are attending.

All public entrances allow for access by wheelchair via low gradient ramps and an automatic door. Once inside the venue, all floors are level, offering unobstructed access.

Please click here for information on venue accessibility.

We saved prime seating right up front by the stage for fans with mobility, vision, and hearing needs and their companions - check the map or ask a staff member! Look for the signs to find these areas. You'll need an additional wristband for disabled attendees in order to sit there, so be sure to get one at registration.

If you're sitting in a reserved accessibility seat and notice another fan with greater need hoping to watch the show, please be kind - offer your seat to them.

No problem, we are here to help! When you arrive, head to the designated registration area if you need any accommodations and talk to a member of staff.

Of course, trained service animals are more than welcome! Just keep them leashed and with you unless it interferes with their work.

Yes, you can. While we have set restrictions on the size of bags (maximum size 55 x 40 x 20cm), or other items that may be brought in, these restrictions do not apply to medical necessities, such as canes, walkers, or other types of medical necessities or equipment. Please review the accessibility guidance for our visitors with disabilities. When utilising the accessible entrance into the event, simply alert the security staff to your needs so they can assist you as necessary.

We will continue to monitor the ongoing situation and follow government guidance. Currently, we recommend that attendees are fully vaccinated, including boosters, against COVID-19. We also recommend that attendees wear proper face coverings (such as N95/KN95) while at the event. These recommendations, or future requirements, are subject to change based on local requirements leading up to the event.

Hand sanitisers will be provided throughout the event halls.

While the general atmosphere should remain at a standard volume, there is a chance that, at times, the volume of the event could become very loud. We advise you to take precautions in advance and bring earplugs.

We encourage attendees to dress up in costume! Costumes and props must adhere to our costume guidelines. Props must be inspected by security before they can be brought into the event and every time the event halls are re-entered.

Yes, there will be a lost property area at the Info Counter.

A wide range of FFXIV merchandise will be available at the venue.

The Fan Festival in London is an international event, and we will be hosting everything in English.

There are several options for attendees to purchase food within the venue itself in the boulevard. Additionally, there are four water refill stations located by the east and west entrance of the venue. However, food and drinks will not be available within the event halls. Attendees are allowed to bring their own food and non-alcoholic drinks.

Absolutely, please do! We want you to have photos to remember your day! Please note that there may be some areas where, or sometimes when, the use of photographic or recording equipment is prohibited, but we will make it clear at the event when and where you can/cannot take photos.

We will be streaming the stage events on our official channels so everyone can experience some of the excitement. Please note that the concert performances will not be streamed.

You’ll be free to leave/return as you please. Please note that tickets are non-transferable.

The cloakrooms are located on level 0 (down the stairs, in between hall entrances N4 & S4) and at the east end of the venue on level 0. Please note ExCel London is unable to store any items overnight and cameras, laptop equipment or any other electronic devices cannot be stored in the cloakroom at any time. Please note that there is limited space available. We therefore advise attendees to leave their belongings in their hotel room or another secure off-site location.

If you have further questions regarding the FINAL FANTASY XIV Fan Festival in London, please contact us on the Square Enix Support Centre. If you have specific questions about the venue, please see the venue’s website at https://www.excel.london/visitor/.