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Help & Frequently Asked Questions

Making a Booking

Why does the show I want to book not have E-Tickets / Print at Home tickets as an option?

Not all venues allow E-tickets at this stage. The technology is gradually becoming more common, so more venues may accept this in the future. For these theatres you can either pay to have tickets posted to you, or you can arrange to collect tickets from the Box Office at the venue on the day of the event.

Why is there a time limit on how long I have tickets in my basket?

Because shows are in high demand we need to make sure that tickets are available for customers to purchase. This means that once you add tickets to your basket, you will have at least 10 minutes to confirm your booking.

Why can't I get tickets sent to an address other than my billing address?

For security reasons we need to take the address the card is registered to and can only send tickets to this address. If for any reason you do not want tickets to be sent to this address (for example it is a surprise or a gift) then please select Box Office collection or E-Ticket if available.

What do the different sections on the seating plan mean?

These are all different parts of the Venue. On our seating plans the lowest level of the theatre is at the bottom, and the highest is at the top. If you are viewing seat availability from a seat list view, please refer to the image of the seat plan for the layout of the venue you are booking.

Most theatres have more than one level. In general, the the ground floor seating (on the same level as the stage) is known as the "Stalls". The next level up is known as the "Dress Circle" (or "Royal Circle" or simply "Circle" in some venues). The third level is known as the Upper Circle or Grand Circle, with the fourth level being the "Balcony".

Why can't I book seats at more than one price or of different colours on the seating plan?

Our system makes sure that customers can only book seats of the same price so that everyone in the party has a seat of the same quality. If you are unable to select your desired seats online, please contact us so we can assist.

Why can't I book seats across a aisle?

Our system makes sure that customers will be sat together when booking. If you have a larger party and wanted to be sat across an aisle, please contact us so we can assist.

I want to book specific seats but your system keeps making me book the ones next to them. Why?

Rather than having to click each individual seat, our system allocates your whole party in a block to make it easier for to book whatever device you choose. It also means you can select your tickets with one click.

What does a blank space next to / in front / behind my seat mean?

On the seating plan a blank space can mean that there is no seat there or it may be a pillar.

What does restricted view mean?

This means that there is some kind of impediment to you getting a completely clear view of all parts of the stage. Depending on the venue and the seating location this can be for various different reasons, including things like safety rails, the overhang from a level above, a side view, or a supporting pillar being in view. These seats are generally reduced in price.

What is an E-Ticket / Print at Home Ticket?

An E-Ticket / Print at home ticket means you can print off your ticket to gain entry to the venue. Each ticket has a unique barcode that can only be used once.

Is my information secure?

Please see our Privacy Policy for details.

Why are some seats not available to book?

Not all seats are available to the public to buy. This could be for a number of reasons, which vary by show and specific dates.

To avoid disappointment, it is best to book the available seats for your preferred date.

What do I do if I can't see the seating plan / list view?

Please contact us and we will do our best to assist you via email or over the phone.

What do the different colours mean on the seating plan?

On our interactive seating plans, different colours represents a different ticket price.

We are updating seating plans to our new interactive plans but where these are not yet available different colours may not be shown on the plan.

Can I buy seats without using the interactive seating plan?

Yes, each show that has an interactive seating plan also has a list view where you can see a list of available tickets within each part of the theatre.

Why can't I book seats behind and in front of each other?

Our system makes sure that customers will be sat together when booking. If you are unable to select your desired seats online, please contact us so we can assist.

What does a coloured circle on the seating plan mean?

It is a seat that is available and the colour matches the price in the key.

What does a coloured star on the seating plan mean?

It is a seat that is available and has a discount or another special offer available. The discount is automatically applied and will be shown once youi select a seat.

What does a half shaded circle / star on the seating plan mean?

This denotes that there is some kind of viewing restriction, which varies between venues and shows.

Do shows offer child / student discounts?

Unfortunately theatre productions do not offer child or student discounts.

Cancellations and Refunds

If the advertised actors are unavailable for the performance, can I get a refund?

There is a small chance that actors may be changed for performances without notice. Unfortunately the use of alternative actors (understudies) does not provide a valid reason for requesting a refund.

What if a performance is cancelled or a production is closing sooner than advertised?

If the performance you are attending is cancelled midway through the performance, you will generally receive details on the spot advising you of what happens next.

If your booked performance is cancelled or the production is closing early, we will notify you as soon as we receive an official notification from the producers. Generally you will be offered either an alternative performance or a refund.

What is Flexiticket?

Flexiticket allows you to enjoy flexible booking conditions and protect yourself against cancellation charges, for just £1.99 per ticket.

Once purchased with your tickets, you can change your booking to an alternative date or exchange for credit vouchers up to 3 days prior to original performance date - whatever the reason; no questions asked.

If I choose to be refunded for a cancelled performance, when can I expect to receive the refund?
And how will I be refunded?

Refunds will normally be credited back within 10 working days, unless advised otherwise at the time your refund is confirmed. We will always credit refunds back to the card that was used to make the booking.

General Theatre Questions

Is there a break in the middle of the performance?

Most shows have a 15 – 20 minute interval during the performance, however not all. Please check the individual show page on our website for details.

Is there a bar area within the theatre?

Most theatres have a bar so that you can wait in comfort or grab a refreshment during the interval. Please check our theatre pages for the facilities available within each venue.

What do terms like Premium, Best Available, Top Price, 2nd Price, Band A/B/C etc Tickets or Seats mean?

These are used to describe the price category of seats. Best Available seats are when an offer is valid on more than one price of tickets, and the offer applies to the best seats that are eligible for a discount. Premium tickets are the most expensive price category and are deemed to be the best seats in the house. Some shows may have more than one price band of Premium Tickets.

Top Price is an older industry term that means Band A tickets - the highest level of standard seats or non-premium tickets. Band B tickets (previously known as 2nd price) are the second category of standard tickets, Band C is the 3rd category of standard tickets.

If I forget or lose something at the theatre, who should I contact?

Please contact the theatre directly as they will be much better placed than us to (hopefully) find it for you!

Can I take pictures or a video of the performance?

Taking pictures or videos is strictly forbidden and if caught you may be asked to leave so please don't risk it!

What do Stalls, Dress Circle , Royal Circle, Upper Circle, Grand Circle, Balcony, Gallery mean?

These are all different parts of the Venue. On our seating plans the lowest level of the theatre is at the bottom of the seating plan, and the highest is at the top. If you are viewing seat availability from a seat list view, please refer to the image of the seat plan for the layout of the venue you are booking.

Most theatres have more than one level. In general, the the ground floor seating (on the same level as the stage) is known as the "Stalls". The next level up is known as the "Dress Circle" (or "Royal Circle" or simply "Circle" in some venues). The third level is known as the Upper Circle or Grand Circle, with the fourth level being the "Balcony".

Why are different seats set at different prices?

The producers of each show set the prices of tickets. Generally the higher the price of the ticket, the better the seat quality. However, sometimes there may be special offers on seats which mean you can get a better seat than a cheaper one.

Disabled Customers

Can I buy accessible seats from the seating plan?

If you have any access requirements then please contact us and we will do our best to assist you.

Do venues have Disabled Access?

All venues have disabled access. However, as many of London's historic theatres are listed buildings, many do not have lifts. Many theatres have allocated special seating spaces for wheelchair users.

Post-booking Questions

Can I bring my E-Ticket / Attraction Voucher on my phone?

For E-Tickets or Attraction Vouchers you must print out a copy and take it with you. If your tickets are being sent for Box Office collection, then it is generally advised to take a print out of the confirmation email, but it is not always essential.

If you are unable to print out your E-Ticket / Attraction Voucher then please contact us so we can discuss.

Do venues have Disabled Access?

All venues have disabled access. However, as many of London's historic theatres are listed buildings, many do not have lifts. Many theatres have allocated special seating spaces for wheelchair users.

Do venues have Disabled Access?

All venues have disabled access. However, as many of London's historic theatres are listed buildings, many do not have lifts. Many theatres have allocated special seating spaces for wheelchair users.

Do venues have Disabled Access?

All venues have disabled access. However, as many of London's historic theatres are listed buildings, many do not have lifts. Many theatres have allocated special seating spaces for wheelchair users.

Do venues have Disabled Access?

All venues have disabled access. However, as many of London's historic theatres are listed buildings, many do not have lifts. Many theatres have allocated special seating spaces for wheelchair users.