FAQ

What happens when I arrive for a performance? Will I need a face mask?

For all performances until further notice

How will my ticket work?
You can show the e-ticket on your phone or device or print it.

Arrival at the theatre
Please arrive at least 15 minutes before the start of the show. The theatre will open 45 minutes prior to the performance for safety and comfort. We recommend you scan the QR code at the theatre to check in on the NHS Track and Trace App.

Strollers – for Peppa Pig’s Best Day Ever!
Due to limited storage space we can only accept collapsible strollers. These can be left from 40 minutes before the show in our cloakroom and must be collapsed before handing to a team member.

Will I need to wear a face covering?
The Government recommends you wear a face covering unless exempt. 

What should I bring?
Belongings should be kept to a minimum and with you at all times as we have limited cloakroom facilities available. Suitcases will not be accepted.

Will I be able to buy interval refreshments?

Bar Facilitiesthe bars will be open to purchase refreshments to enjoy at your seat. You will also be able to order interval drinks before the show for collection at the interval. 

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. 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.
Double jabbed individuals and under 18s will no longer need to self-isolate if they are identified as a close contact of someone with COVID-19.

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.

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

COVID 19 Certification/Passport

You are not required to show a COVID 19 Certification or Passport – this may change if Government guidance alters.

Box Office Opening Hours

BOX OFFICE OPENING HOURS

Our telephone room is open Monday to Saturday 10am to 7.45pm on 020 7930 8800 but you can still book online for all our shows HERE

Do you have an online seating plan?

This plan should only be used as a guide

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. You can show the e-ticket on a device or print it.

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] 

 

Book with Confidence

Should Covid restrictions result in the cancellation of your booking by us, 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

Will I be able to buy interval refreshments?

Bar Facilities 
From the 19th July
the bars will be open to purchase refreshments to enjoy at your seat. You will also be able to order interval drinks before the show for collection at the interval. Please note a socially distanced queuing system will be in operation for entry to the bar area

Only Fools and Horses The Musical – We anticipate the bars will be open, but may be subject to change.

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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