FAQ

I have a booking between 21st June and 18th July

Please see our COVID 19 Secure page for information regarding your booking

Box Office Opening Hours

BOX OFFICE OPENING HOURS

Our telephone room is open Wednesday to Sunday 12-7.30pm and Sunday 12-2.30pm 020 7930 8800 but you can still book online for all our shows HERE

How can I check my booking? Download e-tickets?

You are able to check many details of your booking as you will have registered with us when you booked online via this website.

This includes re-sending confirmation emails, downloading e-tickets and amending your personal details.

Log into your account HERE

If you have any issues logging into your booking you can call us on 020 7930 8800 or email us at [email protected] 

 

What happens when I arrive for a performance?

How will my ticket work?
Every ticket must be purchased in advance as an e-ticket. This will allow you to enter our theatre more easily, minimise the amount of time you may have to queue, and reduce contact with theatre staff.

Arrival at the theatre
Please arrive at least 15 minutes before the start of the show. The theatre will open 60 minutes prior to the performance for safety and comfort. You will need to scan the QR code at the theatre to check in on the NHS Track and Trace App or give your details to one of our Team Members when you arrive.

Will I need to wear a face covering?
You will be required to wear a face covering at all times in the theatre, except when consuming drinks bought in the venue. If you are exempt from wearing a face covering proof of exception would be appreciated.

What should I bring?
Belongings should be kept to a minimum and with you at all times as we will not have any cloakroom facilities available. No food or drink is allowed – except bottled water.

Will I be able to buy interval refreshments?

Bar Facilities – No Bars are open but a limited menu will be available in the auditorium where anything purchased must be consumed from seats.

Will I need to have my temperature checked?
Upon arrival at the theatre your temperature will be read, either by our new technology, or by a handheld reader. If your temperature is 37.8C or higher we will test you again after 10 minutes and if your temperature is still 37.8C or higher, you and those who are part of your ticket order will not be allowed to enter the venue and the face value of your tickets will be refunded or exchanged to a new date.

What are the social distancing rules?
We would ask that you maintain a safe social distance where possible when queuing to take your seats and follow all one-way signage. While the capacity in the auditorium has been greatly reduced, you may need to pass someone to take your seat. Please mitigate any risk by keeping your mask on and turning away as you pass.

What else are we doing?
We will be disinfecting the auditorium (Fogging – click here to see this in action) before every performance and sanitising continuously. One-way routes have been designed in order to minimise your contact with others, and our helpful staff at the theatre will guide you. Please use the hand sanitiser stations when you enter and exit the theatre. Following the performance, no visitors are allowed at Stage Door so activities such as photographs with the performers or autograph signing will be prohibited.

Our theatre is air cooled/heated and supplied by only fresh air. WE DO NOT RECIRCULATE.  

What happens if I feel unwell and/or can’t use my ticket.
We will be able to exchange your tickets if you feel unwell, we will exchange your tickets up to 24 hours before the performance. Please call 020 7930 8800 if during phone room hours or email [email protected] if we are closed and include your reference number and preferred new date in the email.

If you are unable to use your ticket due to a situation caused by COVID-19, for example travel restrictions in place at the time – we can exchange your ticket up to 24 hours before the performance.

What happens if the performance is cancelled?
We would offer you exchange to another date if available and suitable, otherwise a refund can be given.

Please do not attend the venue if you;

  • Believe you may be infected with COVID-19
  • Have experienced symptoms in the last 14 days
  • Have been in close proximity to anyone who has experienced symptoms in the last 14 days
  • Have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation; or
  • Have been instructed to self-isolate.

What should I do if I become unwell after my theatre visit?

We are working with the Government to ‘Track and Trace’. If you display COVID-19 symptoms following your visit to the theatre you are currently required to inform your point of purchase.

We would like to thank you for playing your part in getting theatre back up and running again

Book with Confidence

Should Covid restrictions result in the cancellation of your booking we will offer you an alternative performance suitable to you or a full refund.

I have a booking for an upcoming performance. Is it going ahead?

Please see our COVID Secure Information page HERE

 

What if I have Covid and can't attend or travel restrictions are in place for me?

Ticket Exchange
If you are unable to use your ticket due to a situation caused by COVID-19, illness or a travel restriction for example, we can exchange your ticket up to 24 hours before the performance. Please call 020 7930 8800 when we are open or email [email protected]

Information regarding COVID Secure features at the theatre

‘See it Safely’

Our theatre is air cooled/heated and supplied by only fresh air. WE DO NOT RECIRCULATE.

For more information on our safety measures please go to our COVID Secure page HERE

I had a booking for Only Fools and Horses between 28th April and 17th July 2021

Customers with tickets between 28th April and 17th July 2021, these performances have been rescheduled –  please see our information page HERE which has been updated with new dates for the show.

You can also sign into your account HERE to check your new date and download your new etickets.

Thank you for your patience and understanding.

I had a booking for a postponed show in 2020/2021

Please see our COVID Secure Information page HERE

Do we have a dress code?

No – you can wear anything you like – except big hats!

Bar Facilities

Love Letters – No Bars are open but a limited menu will be available in the auditorium where anything purchased must be consumed from seats.

Only Fools and Horses The Musical/The Tiger Who Came to Tea – We anticipate the bars will be open for these shows, but may be subject to change.

Do you have an online seating plan?

This plan should only be used as a guide

Where is the nearest tube or train station?

The nearest tube station is Piccadilly Circus, but of course with the theatre being in central London we are close to several other stops.

The nearest train station is Charing Cross.

Do you allow left luggage?

With extra security measures being brought in across London and the UK we are unable to store any left luggage in the theatre – this includes all suitcases and ‘carry-on’ style cases.

Small rucksacks, handbags and briefcases will be allowed into the theatre where you may be asked to open them for inspection. We would like to thank you in advance for your cooperation.

The nearest storage facility is a few minutes walk away at Charing Cross Station – see HERE.

Where is the nearest parking?

Nearest car park is in Whitcomb Street.

To find out more about Q-Park’s Theatreland Parking Scheme please click here. Many of their car parks offer a discount on the ‘turn up and pay’ price.

The £11.50 daily congestion charge for central London applies from 7am to 6pm Monday to Friday, excluding public holidays.

Westminster Blue Badge parking guide – Click Here

Click here for theatre access information.

Why does the credit card holder have to be present when tickets are collected?

The credit card holder should be present if you are collecting tickets so we can check identification and therefore prevent potential fraud. But as long as you forward the email confirmation to them it should be fine.

Or of course select e-tickets and forward those onto the third party.

Where are the toilets located?

Facilities in Stalls, Royal Circle, Upper Circle and Gallery.

See it Safely - we are an Air Cooled theatre.

‘See it Safely’

Our theatre is air cooled/heated and supplied by only fresh air. WE DO NOT RECIRCULATE.

 

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