Frequently asked questions
Updated: 15 June 2020, 12:21pm
We are working with our producer partners to try to reschedule as many performances as possible.
Once a show has definitely been rescheduled we will contact all ticketholders by email. We are also posting details of rescheduled shows online and on our social media channels.
If you have not yet heard about your show (even if the original date has now passed) this means a final decision on rescheduling has not yet been made. You do not need to take any action. You do not need to contact us.
We are incredibly busy but we are working through all the enquiries received and we will respond as soon as we can.
We understand you will be anxious to find out what is happening, but we would ask all customers not to contact us – or to submit multiple forms – at this time. In doing so you are slowing down the process for yourself and for others.
If you submitted a form and have already received a refund or a credit voucher, your tickets will have been cancelled. You will need to rebook if you want to attend on the new date. Bookings can be made online (using your credit voucher if you have received one).
If you submitted a form and have not yet received a refund or a credit voucher - and your event has now been rescheduled - your tickets will not be cancelled. They will remain valid for the new date; and for the same seats.
If you are unable to attend on the new date, you will need to submit a form using the link provided in the email you have received. Please do not rely on an earlier form submission to inform us.
We understand that there may be something that you wish to change about your booking. If this is the case we would politely ask that you wait to do so until such time as the venue Box Offices are re-opened. This is because we are very busy currently and need to focus our time on dealing with suspended and rescheduled bookings. We cannot deal with all enquiries immediately during this time.
We will contact all customers and will post on social media once venue box offices are re-opened and when things return to normal.
When an event for which you hold tickets has been rescheduled to a new date we will email you.
- If you can attend on the new date your original tickets will be automatically transferred to the new date. We will not issue new tickets and you should bring your original tickets with you when you attend. Your seats for the new date will be the same as your original booking. You do not need to contact us.
If you have booked a show for which there is more than one performance (for example a week-long production) your ticket will be transferred to the corresponding day of the week (so if your original booking was for a Tuesday night, your new booking will be for the corresponding Tuesday night). Similarly, if you booked a matinee, your ticket will transfer to the corresponding matinee.
- If you cannot attend the new date you will need to submit a form using the link provided in your original email. Please do not rely on a previous form submission to tell us that you cannot attend.
Clicking the link in the email will take you to a page which explains your options. Please choose one of the options and submit your response.
We are dealing with a very large volume of enquiries – please be aware it may take several weeks for us to deal with your request.
The voucher you receive will be for the full value of your original tickets, plus any associated fees – and can be used to buy tickets to any future event of your choice. It will be valid to redeem for two years from the date of issue.
Your email will also explain the other options you have in relation to your booking and any actions you need to take to let us know. We are dealing with a very large volume of enquiries – please be aware it may take several weeks for us to deal with your request.
As the Box Office is temporarily closed please be assured that we will not make any changes to your booking.
We will not release tickets or demand payment at this time, even if your pay-by date has passed. All customers with reserved tickets will be contacted to discuss pay-by dates when things return to normal and when the Box Office is reopened.
If you are enquiring about your membership (Priority Patron, Premier Card, Friend or similar) please be assured that we will be taking steps to extend all memberships whilst our venues are closed.
As you can imagine, our immediate priority is to deal with suspended and rescheduled performances, but we will be in touch with you at a later point to confirm details.
Vouchers can be spent online for any future event The date of expiry will be stated on your voucher – and it can be redeemed up to and including this date.
Vouchers we are issuing to reimburse customers will now be valid for two years. Please note, if you have already received a voucher with a one-year redemption limit the venue Box Office will extend this for you if you have not spent it by the deadline. Please do not contact us about this now, but wait until the venue Box Office is re-opened.
Can I use multiple vouchers on one order?
Yes. You can also use a combination of vouchers and a bank card to pay for your order.
Do I need to use the full value?
No, you don't need to use the full value of the voucher. When redeeming your voucher online you specify what value you want to use on your order.
What happens to the remaining balance?
If you don't use the whole value of the voucher then the remaining value is still attached to the voucher for you to use on another order. The redemption number and expiry date remains valid/unchanged.
My voucher has recently expired or is about to expire
Vouchers that are yet to expire can be redeemed online for any future event - there are dozens of shows in 2021 and 2022 and we know there'll be some you'll love; see What's On. If you need more time to decide you can use the online enquiry form to request an extension.
While our box office is closed you can request access tickets using our online form.
If your event is listed as ‘rescheduled’ or ‘not going to be rescheduled’ on the website and you haven’t received an email you should first check your junk mail/spam folder.
If you still cannot find your email then we'd recommend that you login to your account and check the details of your order. If you still need to get in touch please use the online enquiry form, which can be found on the Coronavirus page. We will respond as soon as possible.