Covid 19 - Frequently Asked Questions

Currently, some productions have suspended performances or cancelled engagements. We understand that this will be extremely disappointing for those of you booked to attend a cancelled performance. 

Please be assured that we will contact you directly if your booking is for a performance within the closure period. If the production you have booked has been postponed, we will be in touch to re-book you as soon as we have further details from the producers.

As we are systematically working through thousands of bookings, you may be contacted after the date of the performance you have booked for, but please be assured you don’t need to do anything, and our team will be in touch with you as soon as they are able.

Many attractions are re-opening and if your booking falls within these new dates it will still be valid. 

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 are answered below.

We thank you for your patience and understanding in these unprecedented times.

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

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.

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.

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. 

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.

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.