Coronavirus (COVID-19) | Frequently Asked Questions | LondonTheatre.co.uk

Coronavirus (COVID-19) | Frequently Asked Questions

From 19 July, all London theatres will be allowed to open at full capacity, as part of Step Four of the Coronavirus roadmap. Here's what it means for the future of London theatre

We understand the cancellation of theatre productions across London leaves audiences and theatregoers who have tickets booked to see a show with many questions. While the situation is constantly evolving, we hope any questions you have with regard to theatre tickets booked with LondonTheatre.co.uk are answered below.

What precautions are theatres putting in place?
I am travelling for a performance and worried that it might be cancelled – what should I do?​
I am at a high risk of contracting COVID-19 and feel vulnerable travelling to the theatre, can I get a refund?
I can’t travel due to government restrictions, what can I do?​
When will theatres re-open?​
What should I do if a performance gets cancelled?​
What happens if Covid-19 continues? Will there be more cancellations?​
What should I do if I purchased tickets as part of a group?
Can I get a refund or an exchange?​
Can I buy giftcards?​
Will the shows be rescheduled for my performance?​
Is your box office open?
How do I contact you?​
What can I do to support the arts in the meantime?​


What precautions are theatres putting in place?

To limit the spread of COVID-19 in theatres, there are a number of precautions in place. This includes:
Enhanced cleaning
Hand sanitiser stations
Wearing of face coverings are strongly encouraged, especially while moving around inside the venue
Modified routes around the building to avoid overcrowding
Restricted Stage Door activities after the show, meaning you can't meet the cast

For the latest information on the full list of London productions affected by Coronavirus, read here.

I am travelling for a performance and worried that it might be cancelled – what should I do?

As soon as a performance is cancelled, we will begin the process of contacting all customers who have booked tickets for the performance to discuss refunds or exchanges. Please do not contact us regarding refunds or exchanges, as your enquiry will not be processed any quicker as our incredibly busy customer service team will begin systematically contacting customers.

For a full list of cancelled performances, please click here.

I am at a high risk of contracting COVID-19 and feel vulnerable travelling to the theatre, can I get a refund?

If you are particularly vulnerable to contracting COVID-19, according to government advice, you should avoid large gatherings such as theatres, pubs and clubs. However, you should also undertake more stringent forms of social distancing, which you can read about on the Government’s website. Our customer service team will be contacting customers who have booked tickets to discuss an exchange to a later date, or a refund.

I can’t travel due to government restrictions, what can I do?

Make sure you adhere to local restrictions affecting where you live. If you have booked a ticket for a cancelled performance or cannot see a show due to travel restrictions, you will be contacted to discuss an exchange to a later performance or a refund. Should theatres reopen, but some travel restrictions still be in place which might affect you, this page will be updated with the latest information.

When will theatres re-open?

Theatres are currently open across the West End. Theatres will be allowed to open at full capacity from 19 July. 

What should I do if a performance gets cancelled?

Our customer service team is working hard to get in touch with every customer affected by these cancellations. Please be patient, you will be contacted as soon as we can get to you to discuss an exchange to a later date or a full refund. For a full list of cancelled performances, please click here.

What happens if Covid-19 continues? Will there be more cancellations?

Given the nature of the situation, we are in no position to predict the future of COVID-19 and the coronavirus pandemic. If it does continue for a prolonged period of time, we expect there will be further cancellations, and this page will be updated to reflect the current situation.

What should I do if I purchased tickets as part of a group?

As with any booking, the contact of the group booking will be contacted with the offer of an exchange to a later performance, or a refund as soon as we can.

Can I get a refund or an exchange?

Yes. Our team is working to contact everyone affected to offer a refund or an exchange to a later performance. Our customer service team is extremely busy, so please do not contact them, as they are proactively reaching out to customers and you will hear from them in due course.

Can I buy giftcards?

Yes, gift vouchers can continue to be purchased here and make the ideal gift.

Will the shows be rescheduled for my performance?

This is expected to differ from show to show, as producers make decisions on whether to reschedule productions and when this will happen , and will communicate the latest information as soon as we have it. 

Is your box office open?

Our customer service team are working hard to contact everyone affected by the situation. As you can imagine, they are facing unprecedented demand and so we ask for your utmost patience during this time.

How do I contact you?

We are currently inundated with calls and enquiries and are doing all we can to contact customers to discuss an exchange to a later date or a full refund. Please be patient, we aim to contact all our customers as soon as we possibly can.

What can I do to support the arts in the meantime?

A number of theatres in London operate as a charity, and the loss of ticket revenue from this pandemic will be financially crushing. If you are keen to support the arts at this time, we would advise you seek out your local or favourite theatre’s website to read about their situation. If you can afford the cost of a ticket to see a show, you might be able to afford a small donation to keep a theatre in operation during this difficult time.

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