Frequently asked questions

How long is the show I’m seeing? Event running times

Concessions – what age qualifies for a senior ticket?

Do I need a ticket for my child?

Can I meet the cast?

Can I buy a ticket for someone else to use? /  Can someone else use my ticket?

I have a show and dine ticket – what time do I need to arrive for my meal?

What time do I need to arrive for my event?/ When will the auditorium doors open? 

I booked tickets via an agency; can you assist me?

Why haven’t I received my refund yet?

I have ticket protection, what do I do?

Why won’t it let me leave a single seat?

Why am I paying a transaction charge?

I haven't received my eTickets

What is a QR code?

How can I pay with a theatre token?

Can I have a refund?

How do I join the mailing list?

Do you have WiFi?

How do I book access tickets?


How long is the show I’m seeing?

Often running times for events are not known as events may still be in rehearsals when the event is put on sale. If the running time of an event is known, it will be published on the show information page.

Concessions – what age qualifies for a senior ticket?

What concessions are available for a specific event will vary show by show and some events do not offer any concessions. During the purchase flow and on the show information page details of what concessions are available should be available. If an event has a generic concessions price type, such as Senior this is for those over 60. Child price types are those under 16. 

Do I need a ticket for my child?

In the world of theatre, this is often called 'babes in arms'.

For children & family events, infants aged under two years should be accommodated on parents’ or guardians’ lap. No charge will be made. For children aged two and over usual ticket prices and concessions will apply and a seat will be allocated. For some events, an age restriction may be in place. 

Can I meet the cast?

For a small number of our events, we may offer a separate meet & greet ticket - if this is available it will be detailed on the event information page. For most of our events, it is not possible to meet cast members, who have busy and varying schedules. 

Can I buy a ticket for someone else to use? /  Can someone else use my ticket?

Yes, for most events you can gift tickets to someone else. Tickets will display the name of the ticket purchaser. Some specific events or tickets bought within a pre-sale period cannot be transferred or gifted. 

I have a show and dine ticket – what time do I need to arrive for my meal? (this one is venue specific)

'Show and dine' tickets are a special type of ticket available for selected events, which bundles the ticket price and a meal in our restaurant in the ticket price. It is recommended to arrive 90 minutes before your event start time to allow you enough time to enjoy your meal. 

What time do I need to arrive for my event?/ When will the auditorium doors open?

It is recommended to arrive between 60 and 45 minutes before your event. This allows us enough time to check all tickets and perform our security checks. Our bars will be open for you to enjoy a drink or a snack before the event. 

The time the auditorium doors open will vary by event. 

A small number of events when they go on sale may only have a "doors open" time published and not a performance start time. Please check the event information page just before your visit to confirm the start time of the event. It is recommended to arrive for the doors open time. 

Please ensure you arrive in good time as latecomers can not always be admitted. 

I booked tickets via an agency; can you assist me?

If you did not buy tickets directly from the venue, they would have bought via a third-party ticket agent (like Ticketmaster, See Tickets) - in which case you should contact your point of purchase for queries about your order.

We will be happy to assist with any general queries about the venue, but will not have access to details of your order or be able to help with your tickets. 

Tickets purchased via Viagogo or Stubhub are not valid and will not be permitted into the venue. 

Why haven’t I received my refund yet?

If your event was cancelled it may take a few days for your refund to be processed. You will receive an email once your refund has been processed. Depending on your bank it may take up to 7 working days for them to refund you. 

I have ticket protection, what do I do?

On selected events we offer ticket protection which allows you to obtain a refund on your tickets should you be unable to attend for a number of reasons  - like illness, travel delay, adverse weather conditions and more.

This is provided by a third-party called Secure My Booking.

More details on what is covered and how to claim a refund

Why won’t it let me leave a single seat?

Our seat maps are designed so that you can't leave a single unsold seat on its own. We know it can be frustrating when there aren't many tickets left, but most people prefer not to sit on their own at an event, so if a seat is left on its own it's very unlikely to sell.

Why am I paying a transaction charge?

The transaction charge goes towards providing the ticketing service, which is separate from putting the event, which is normally an external company. Read more about fees

I haven't received my eTickets

By default, all tickets for events will be eTickets. These are sent by email 14 days before your event. 

If you have not received them check your spam folder; they will have the subject line of 'Confirmation of Order Number 1234567' and your tickets will be a PDF attachment. If you still cannot find them, bring your order confirmation email to the venue when you arrive for the event and we will be able to reissue you with tickets or eTickets. 

What is a QR code?

A QR code is a type of barcode. All our tickets include a barcode. This barcode is unique to each ticket and is scanned on entry to check it is valid. 

How can I pay with a theatre token?

Yes, you can pay with Theatre Token - simply call our customer service team. Theatre Tokens cannot be redeemed online. If you have a venue-issued voucher, these can be redeemed online. 

Can I have a refund?

Tickets cannot be exchanged or refunded after purchase unless the Event is cancelled, abandoned, rescheduled or where there is a material change to the Event. Read more in our terms & conditions 

If your event was cancelled or rescheduled you will be emailed with your options. 

How do I join the mailing list?

If do not have an online account, you have the option to join our mailing list (post or email) from the Create Account page.

if you already have an online account, please log in to your account and update your opt-in preferences. 

Do you have Wi-FI?

Yes, we have free public WI-FI throughout our venue. The password will be published on posters within the venue. 

How do I book access tickets?

To request access tickets, including tickets for wheelchair users, please get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office get in touch with our box office