Frequently Asked Questions
Making a booking
Cancellations and refunds
General theatre questions
Making a booking
Yes, you can. Our team of theatre experts are ready to assist 7 days per week. Give them a call on 020 7400 1234 (International: +44 (0)20 7400 1234).
Due to popular demand certain shows and performances may sell out or certain offers may only have limited availability. If you cannot find what you are looking for, please contact the Theatre People team on 020 7400 1234 (International: +44 (0)20 7400 1234) and we will do our very best to fulfil your requirements, or find you a suitable alternative.
We accept Visa, Mastercard, Visa Debit, Maestro, Solo and American Express cards. We also accept Encore gift vouchers, however we are currently unable to accept these online. If you are in receipt of a gift voucher, please call the Theatre People team on 020 7400 1234 (International: +44 (0)20 7400 1234) to complete your booking.
All tickets must be paid for before delivery or collection.
Yes it is. We maintain the most up to date security systems to ensure your personal details are safe with us. Orders are processed using secure server software (SSL) to protect your personal and credit card details.
Once you have completed the booking process, you will receive an email with confirmation of your booking. Generally, you should receive your confirmation within an hour of booking. If your email has not arrived, then please check your spam filter or, if you’re unsure, please contact the Theatre People team on 020 7400 1234 (International: +44 (0)20 7400 1234) so that we can send you a duplicate.
Many shows and events offer special discounts for groups, though minimum number requirements will vary from show to show. Additional discounts may apply for school or OAP groups. Most shows do not offer discounts on weekends and the best offers and availability is generally found on Monday-Thursday performances.
Unfortunately group tickets cannot currently be booked online, however the Theatre People team are more than happy to assist. Give them a call on 020 7400 1234 (International: +44 (0)20 7400 1234).
Unfortunately theatre productions do not offer child or student discounts.
Some shows offer discounts for groups of 9 or more people. Therefore to ensure that you get the best rate, and to ensure that your party are able to sit together we ask that you give the Theatre People team a call on 020 7400 1234 (International: +44 (0)20 7400 1234) so we can complete your group booking.
We are currently unable to accept gift vouchers online. However, if you are in receipt of a theatre gift voucher, please give the Theatre People team a call on 020 7400 1234 (International: +44 (0)20 7400 1234) so we can complete your booking.
You should receive your booking confirmation via email within an hour of booking. Many email account providers offer filters to protect users from unwanted mail (spam) so if you have not received your email confirmation please check your Junk/Spam folders as it may have filtered our email by mistake. If you cannot find your email confirmation, please contact the Theatre People team on 020 7400 1234 (International: +44 (0)20 7400 1234) so we can send you a duplicate.
All tickets are sent by standard Royal Mail. If you have booked a London show and asked for your tickets to be posted to you, tickets will generally arrive with you within 5 working days.
If you've booked an event at the O2 Arena, Wembley Arena or a venue outside of London, your tickets will generally be dispatched a week or so before the event. If you have not received them 48 hours before the start of the performance then please contact us on 020 7400 1234 (International: +44 (0)20 7400 1234).
If you have arranged to collect your tickets at the theatre box office, they will be available 30 minutes before the show start time on the day of the performance.
1. UK customers
If you have booked for a performance over 5 days in advance, your tickets will be delivered to you by standard Royal Mail. If the performance is within 5 days, then your tickets will be delivered to the theatre box office for collection on the day of the performance. Your email confirmation after booking will confirm this.
Box office collection: To collect your tickets from the theatre box office, simply print your email confirmation and present it as proof of purchase at the box office on the day of the performance. Tickets will be available 30 minutes before the performance start time.
Tickets by Post: Tickets can be posted within the UK (if time permits) and can only be sent to the registered billing address of the credit or debit card used for the transaction. Tickets should generally be received within 5 working days of making your booking, although they will normally arrive a lot sooner. (Note that a few special events and venues do not normally release tickets until nearer the performance date.)
2. International customers and those booking at short notice
Tickets booked within 5 days of the performance date or booked by customers living in countries outside the UK and Northern Ireland are not eligible for postal delivery but are eligible for free delivery to the venue for pickup by the customer on the day of the show.
To collect your tickets from the box office, simply print your email confirmation and show as proof of purchase at the box office on the day of the performance. Tickets will be available from 30 minutes before the performance start time.
Please check your booking confirmation to confirm that your tickets are being delivered to you rather than being available at the box office for collection.
If this is the case, for London shows please allow up to five working days for delivery. If you've booked an event at the O2 Arena, Wembley Arena or a venue outside of London, your tickets will generally be dispatched a week or so before the event.
If they still haven’t arrived after this time, or by the date of the performance if that is sooner, please call us so we can arrange for duplicates to be sent to the box office for collection.
If you have lost your tickets we can generally reissue duplicate tickets, however these can only be collected from the venue's Box Office on the day of performance. Proof of ID may be required to collect the tickets. Please contact the Theatre People team on 020 7400 1234 (International: +44 (0)20 7400 1234) to make the necessary arrangements
Recommended arrival time at the theatre is half an hour before curtain (show start time), especially if you are planning on collecting your tickets from the box office. Most theatres have bars, so you can wait in comfort.
You will need to take your confirmation e-mail with you and, if possible, the credit card you used to make your booking.
Some theatres allow this and some don’t. Please give the Theatre People team a call on 020 7400 1234 (International: +44 (0)20 7400 1234) so we can check with the specific theatre for you.
If they do allow it, you will need to give the person collecting the tickets a photocopy of the credit card used to make the booking and a letter of authorisation, signed by you, entitling them to pick up the tickets on your behalf.
Cancellations and refunds
Once tickets are confirmed they cannot be exchanged or refunded (unless of course the event/performance is cancelled). We may however be able to resell your tickets on your behalf. In order for us to put your tickets back on sale we will need the hard tickets returned to us prior to going back on sale. If successful we will refund the booking value less the booking fee or administration fee. Please contact the Theatre People team on 020 7400 1234 (International: +44 (0)20 7400 1234) to make the necessary arrangements
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.
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.
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.
Flexiticket allows you to enjoy flexible booking conditions and protect yourself against cancellation charges, for just £2.50 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.
Just give the Theatre People team on 020 7400 1234 (International: +44 (0)20 7400 1234) and they’ll be pleased to help.
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.
To talk through your requirements and ensure that the venue can accommodate your needs before you book, please contact us for details and assistance on 020 7400 1234 (International: +44 (0)20 7400 1234).
Many venues now have infra red systems with headsets and/or neck loops. Some venues will allow guide dogs into the auditorium and most will offer dog-sitting services. Some shows also have signed performances as part of their performance schedule. Please contact us for details and assistance on 020 7400 1234 (International: +44 (0)20 7400 1234).
General theatre questions
A matinee is an afternoon performance. Most shows have 2 matinee performances per week; one on Saturday afternoon and one during the working week, generally on a Tuesday, Wednesday, Thursday or Friday. Some shows now also have Sunday matinee performances. Matinee performances generally start between 14.00 and 17.00, although they sometimes start sooner so please ensure you check the correct time on your tickets.
All venues differ in size and layout and may refer to the various sections of the venue in different ways. We appreciate this can be confusing but the most commonly used are:
Stalls - sometimes referred to as Orchestra Stalls
This section is level with the stage. (Please note that this does not mean that all Stalls seats offer ground floor access as this section is situated on the lower ground floor of the building in some venues.)
Dress Circle - sometimes referred to as Circle, Royal Circle, Grand Circle or Mezzanine
This section is the first level up from stage level.
Upper Circle - sometimes referred to as Grand Circle
This section is the second level up from stage level.
Balcony - sometimes referred to as Gallery
This section is the third level up from stage level. Only a few of the London Theatres have a Balcony Section.
Boxes - sometimes referred to as Royal Box, Loges, Slip Box
Boxes are most commonly at Dress Circle Level to the far side of the theatre. Contrary to popular belief, boxes very rarely offer good views of the stage and are generally not classified within the first class seating of a venue.
No official dress code exists in London's theatres although at certain venues such as the Royal Opera House, the custom is to dress smartly. If in doubt, give us a call and we’ll be pleased to help – 020 7400 1234 (International: +44 (0)20 7400 1234).
Babies and toddlers are not permitted in most West End theatres. General guidelines recommend the age of 5 and over as a minimum age however more specific guidelines may apply on specific productions. Children must be able to sit unaided, in their own seat and be attentive to the performance so as not to distract other paying members of the audience.
Admittance to the auditorium shall always be at the discretion of the venue management. Please contact the Theatre People team who will be able to advise you further on the specific shows and theatres – 020 7400 1234 (International: +44 (0)20 7400 1234).
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.
Taking pictures or videos is strictly forbidden and if caught you may be asked to leave so please don’t risk it!
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, or give the Theatre People team a call on 020 7400 1234 (International: +44 (0)20 7400 1234) who will be happy to help.
Please contact the theatre directly as they will be much better placed than us to (hopefully) find it for you!