Guest Services' Frequently Asked Questions

  • HEAT Priority Access Club | Arena Entrance Map

    What is the address of the AmericanAirlines Arena?
    AmericanAirlines Arena
    601 Biscayne Boulevard
    Miami, FL 33132

    Where can I send fan mail to Miami HEAT players?
    The HEAT Group
    601 Biscayne Boulevard
    Miami, FL 33132
    ATTN: [Insert Name of Miami HEAT Player]

    Are fan packs available for Miami HEAT fans living within the continental United States?
    Fans interested in authentic Miami HEAT memorabilia, including player photographs, shirts, caps, towels and more, please visit the official merchandise website of the Miami HEAT:

    How does a Miami HEAT fan living outside of the United States acquire Miami HEAT souvenirs and memorabilia?
    Fan packs are not sent to addresses outside of the continental United States. Fans living abroad are encouraged to visit the official merchandise website of the Miami HEAT:

    What is parking like at the AmericanAirlines Arena during HEAT Games?
    AmericanAirlines Arena features 939 parking spaces during HEAT Games. On-site parking is reserved for Premium seat and Dewar's 12 Clubhouse ticket holders. On-site parking spaces must be pre-purchased through the Arena Ticket Office. Please call (786) 777-HEAT for more information.

    Where is there off-site parking for HEAT Games?
    Not including the Bayside Marketplace parking (located next door to (south of) the Arena), there are 5,900 public, private, and on-street parking spaces. Not including retail and hotel parking areas, there are 8,200 business and vacant lot spaces available. Prices vary. Valet Parking is available for all games. Prices may vary.

    Where can I inquire about purchasing Miami HEAT season tickets?
    Please call (786) 777-HEAT (4328) and ask for a season ticket sales representative.

    Where do I inquire about the purchase individual Miami HEAT game tickets?
    Fans may purchase individual game tickets, if available by: (1) contacting TicketMaster: 1-800-4-NBA-TIX or online at, or (2) visiting the Arena Ticket Office.

    What are the regular office hours for the Ticket Office at the AmericanAirlines Arena?
    Normal hours of operation for the AmericanAirlines Arena Ticket Office are Monday thru Friday 10:00 a.m.-5:00 p.m. When the Miami HEAT are playing at home, the Ticket Office will remain open until the beginning of the third quarter.

    What are "Standing Room Only" or 400 "General Admission" Tickets?
    400GA tickets refer to the 400 level General Admission or Standing Room Only areas. 400GA ticketed guests gain entrance into the AmericanAirlines and have the option to stand on either the East or West Standing platform located on the 400 (or balcony) level.

    I would like to bring a child to a Miami HEAT game at the AmericanAirlines Arena, does he/she need a ticket?
    Children under the age of 2 are admitted free of charge. Children under 2 years of age are not guaranteed a seat and may be required to sit on a parent's/guardian's lap. Children 2 and over must have ticket.

    What happens if my game day tickets are lost or stolen prior to the game?
    Lost or stolen tickets prior to the game may be replaced by contacting the AmericanAirlines Arena Ticket Office. Only the account holder may request and receive replacement tickets. A deposit equal to the face value of the lost or stolen ticket(s) may be charged and refunded upon presentation of the original unused ticket. The Ticket Office Representative reserves the right not to replace lost or stolen tickets.

    Are fans allowed to meet or get close to Miami HEAT players prior to, during, or post game?
    The Miami HEAT has a HOME game promotion known as "Get Close to the HEAT." "Get Close to the HEAT" allows fans with valid tickets to a Miami HEAT home game to go close to the court and watch as their favorite players warm-up prior to the start of the game. "Get Close to the HEAT" takes place from the time doors open to the general public until the end of shoot-around.

    What types of seating accommodations have been made for disabled patrons?
    Disabled and Accessible Seating is available in all ticket price categories, based on availability. Seating in accessible sections will be identified and sold as either an accessible seat or a companion seat. Companion seat are available for purchase with each disabled seat purchased. Each disabled seat is guaranteed one adjacent companion seat. Additional companion seats may be available.

    If I need to drop off a disabled patron, is there an accessible entrance?
    The primary accessible entrance is Gate 3, located on N.E. 8th Street. Guest are permitted to drop off disabled guests at Gate 3.

    Where is disabled parking at the AmericanAirlines Arena?
    Parking for disabled guests is available on a first come, first serve basis in the P2 Parking garage. Parking spaces are adjacent to Elevators 1&2, 3&4, and 7&8. Overheight parking for vans is available on first come, first serve basis in the P1 garage. Game parking fees will apply. AmericanAirlines Arena will attempt to reasonably accommodate any concern with regard to our Guests will disabilities.

    How do I get a birthday greeting displayed on the jumbotron during a Miami HEAT game at the AmericanAirlines Arena?
    Only Miami HEAT season ticket holders have the opportunity to place an announcement on the jumbotron during HEAT home games. To have an announcement displayed call 786-777-4110 two full business days in advance of the game you want your message to appear. Please state your account number and spell your message. This free benefit is only available on a first come, first serve basis and space fills up quickly.

    How do I book a birthday party at the AmericanAirlines Arena?
    To book a birthday party at the AmericanAirlines Arena, contact a Group Sales Representative at (786) 777-DUNK.

    What is the camera and video policy for Miami HEAT games held at the AmericanAirlines Arena?
    Video cameras are not allowed in the arena. The use of "non-professional" still cameras without flash is permitted during Miami HEAT Basketball games.

    Are umbrellas permitted within the AmericanAirlines Arena?
    Umbrellas are allowed in the arena. However, they must remain closed. Umbrella bags are placed at each of the gates and are available at any Guest Services location.

    Where is lost and found at the AmericanAirlines Arena?
    Lost and Found items may be claimed or reported at any Guest Services location during a HEAT game. Guests who would like to inquire about items lost a previous HEAT game may contact Arena Security at (786) 777-1000.

    How can I obtain an autographed photo or souvenir from a Miami HEAT Basketball player?
    Autographs are generally reserved for Miami HEAT sponsored events, such as the annual HEAT Family Fest, and in game promotions (i.e., Fan Appreciation Night). For information on upcoming HEAT sponsored events, please periodically check our website:,or register for Live! Wire and get all the latest news and information about the Miami HEAT.

    My school/organization is hosting a charity event; how do I request a Miami HEAT Visit or Donation?
    The Miami HEAT supports numerous organizations and events throughout South Florida community. All requests for donated items and player appearances must be submitted, in writing, to The HEAT's Community Affairs Department, no less than eight (8) weeks prior to an event. For more information, please visit our Community Activities Page.

    If you are a season ticket holder with questions regarding your account, please email us at

    If you are a guest with questions regarding your Arena experience, please email us at

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