You should receive an email with your e-tickets or mobile tickets attached no later than 24 hours before the event. Please download them to your mobile phone before you arrive so they can be scanned for entry. If you don’t have a smart phone, please print your tickets and bring them with you.

If you haven’t received your tickets before the show, go to our Customer Relations Department to access your virtual tickets. You will need the 7-digit transaction number which can be found on your confirmation email. If you don’t have a smart phone, please print your tickets and bring them with you.

Exchanges:

We don't have ticket exchanges. But you can cancel your ticket with a refund and buy another one you want.

Refunds:

You can make a refund on your ticket by contacting our Customer Relations Department here.

For full details of access information and how to book please contact to us here.

Ticket holders will be contacted as soon as possible and offered a refund.

Running times for shows are available on the show information pages.

Concerts & individual events may not be able to supply this information in advance.

You can contact us here

Please visit our visitors guide, for our simple guide to returning to our theatres.

All of our theatre auditoriums are equipped with mechanical ventilation systems which introduce fresh, filtered air, none of which is recirculated. Our auditoriums are fitted with CO2 sensors which measure and maintain fresh air levels and front of house, lobby and bar areas are serviced by a mixture of natural and mechanical ventilation.

We recommend all audience members wear a face covering throughout their visit, but this is a personal choice.

Please visit the visitors guide for more details.

Babes in arms are not admitted to any of our venues. Please check the individual show page information to find out if there is an age restriction for your event. All children must be able to sit unattended in their own seat.

All children under the age of 16 must be accompanied by an adult aged 18 years or over, who must be seated with the child and accompany them throughout their visit. It is the customer’s responsibility to check the suitability of a performance for any children in their party regardless of any official age recommendation guidance.

We are opening the theatres 60 minutes before the show starts.

At The Royal Theatres we take the safety and security of our guests and staff members very seriously. We have a range of robust security measures in place for the protection of all who visit and work in our venues. Our procedures have been developed over a number of years with the police and security services and these remain under constant review.

Security checks will be in operation for your safety, so please arrive in plenty of time. Extra staff are also on hand to help manage the flow of arrivals and assist with any queries.

You may pre-order your interval drinks at the bar before the performance.

We continue to encourage contactless payment throughout the venue to minimise contact. Booking tickets is available only by online mode.

Merchandise can be purchased before the show, during the interval and after the performance.

Please contact NHS direct on 111 or NHS Test and Trace on 119 and follow Government guidelines.

If you believe you have left something behind at one of our theatres, please contact us here stating the theatre you attended, date and time plus a description of the item.

Online – You can now book online for all our current resident productions if you’re a member of our Access Scheme. For any one-off events or concerts then please contact us here.

If you can transfer into a theatre seat, then any seat located on an aisle, which has step free access will be suitable.

For non-transferable wheelchair users, we have designated spaces.

Accessible Performances

Audio Described Performances

Frozen the Musical Wednesday 18th January 2023 at 7.00pm
Matilda Sunday 26^th March 2023 at 3.00pm | Saturday 13^th May 2023 at 2.30pm
Back to the Future Sunday 23^rd April 2023 at 3.00pm
The Lehman Trilogy Monday 27^th February 2023 at 7.00pm | Saturday 25^th March 2023 at 1.00pm
Wizard of Oz Wednesday 23^rd August 2023 at 7.00pm
Crazy for You Wednesday 20^th September 2023 at 7.30pm | Wednesday 22^nd November 2023 at 2.30pm
Phantom of the Opera Saturday 20 May 2023 at 2.30pm | Wednesday 13 September 2023 at 7.30pm

Captioned Performances

Frozen the Musical Wednesday 8th February 2023 at 7.00pm
Phantom of the Opera Thursday 2^nd March 2023 at 7.30pm
Matilda Saturday 25^th March 2023 at 2.30pm | Sunday 14^th May 2023 at 2.30pm
Back to the Future Sunday 14^th May 2023 at 3.00pm
The Lehman Trilogy Monday 20^th February 2023 at 7.00pm | Saturday 18^th March 2023 at 1.00pm
Wizard of Oz Thursday 24th August 2023 at 7.00pm
Crazy for You Wednesday 27^th September 2023 at 2.30pm | Wednesday 27^th October 2023 at 2.30pm

Signed Performances

Frozen the Musical Wednesday 25th January 2023 at 7.00pm
Matilda Thursday 20^th April 2023 at 7.00pm | Wednesday 17^th May 2023 at 2.00pm
Back to the Future Sunday 3^rd April 2023 at 3.00pm
The Lehman Trilogy Saturday 11^th March 2023 at 1.00pm
Wizard of Oz Thursday 31^st August 2023 at 7.00pm
Crazy for You Wednesday 13^th September 2023 at 2.30pm | Friday 17^th November 2023 at 7.30pm

Autism Friendly/Relaxed Performances

Frozen the Musical Sunday 5^th February 2023 at 1.00pm
Back to the Future Sunday 12^th March 2023 at 3.00pm
Matilda Sunday 18^th June 2023 at 3.00pm (Relaxed/Signed/Audio Described with Touch Tour from 1pm-1.25pm)

A relaxed performance is a performance that has been adapted for adults and children who might benefit from a more relaxed environment.

Typically, they are for those who have autism or have sensory communication disorders or learning difficulties.

A standard performance of a show can be unsettling for some, this could be because of the darkness of the auditorium, the loud music, or sudden noises on stage. Some people find it difficult to sit still and quiet for a relatively long period of time.

Relaxed performances differ from show to show, but generally, at a relaxed performance it is a more informal atmosphere; the house lights don’t go down as much as they normally would and in some cases are kept on entirely. Strobe lighting is avoided and music tends to be played more quietly with no loud or sudden sound effects.

We also provide a “chill-out” zone for anyone who becomes distressed.

Perhaps most importantly there is an acceptance that if anyone chatters, shouts out, makes noises or fidgets, it’s fine. You can also relax without worrying about disrupting other patrons.

In an audio described performance, audience members can listen to a description of the visual aspects of the show described live via a headset. It enhances the experience for a visually impaired customer without impacting surrounding audience members. Audio Described performances are often (but not always) coupled with a “touch tour” before the show where customers can get closer to some of the props and costumes used in the show and feel the materials used.

Written captions are prepared from the script of a play, musical or opera by highly trained staff. During the show, the captions are displayed on a screen to the side or above the stage and are regulated to keep in time with the actors on stage.

Signed performances are aimed at people who are d/Deaf or hearing impaired. Trained describers, usually standing to one side of the stage or in a Box, interpret the script and language used by the performers at the same time it is being performed. Signers who interpret performances within our theatres use British Sign Language.

Contact us here.

We don’t provide discount tickets however, if you have access requirements which mean you need to sit in a particular area of the theatre, we will make sure that the seats you choose are made available to you at your preferred price point, as long as that price is still available elsewhere in the theatre. We do provide Personal Assistant Tickets at no cost for those who require them and we also provide Companion ticket (please see below for more information on these).

A Personal Assistant ticket is a ticket we provide at no extra charge if yourself or a member of your party cannot attend the show or event without the active and continuous 1:1 support of another person.

If you can attend the theatre on your own but would feel more comfortable if someone accompanied you then we would not provide a Personal Assistant ticket in this instance, however we do have an option to obtain a Companion ticket.

If you don’t require a Personal Assistant ticket, but you do require seating in a specific area and tickets for this area differ from your preferred price point then we will ensure that a seat is made available in the area you need, at the price you have chosen and, if you would like someone to join you then we will make a second seat available to buy at the same price. We refer to this as a companion ticket.

*Subject to price availability for that performance

You do not have to join the Access Scheme to book accessible tickets, however, to obtain a Personal Assistant ticket at no extra cost you would still have to provide supporting documentation, so we recommend joining the scheme.

Joining the Access Scheme means that you will have access to online booking for all our resident productions and many of our concerts, gigs and events. Only those registered with our Access Scheme will have access to book Personal Assistant seats and accessible seating/companion tickets online, including non-transferable wheelchair spaces.

You will be notified by email about any performances or information which may be relevant to you.

Although Personal Assistant tickets may still be acquired without joining the scheme, supporting documentation will still still be needed and this documentation will be requested each time you book unless you are an Access Scheme member.

Multiple Personal Assistant tickets will be provided if supporting documentation is supplied to support this request.

We ask for supporting documentation to join the scheme as, once you are registered as a member of the scheme, you will then have access to the designated online booking system which means you will have access to seating and pricing that other customers will not.

We do ask for further documentation if you require a Personal Assistant ticket as this ticket is provided at no extra charge.

We delete and/or destroy securely all supporting documentation once we have completed your registration.

Ideally, we would request that any supporting documentation is currently valid or issued within the last 18 months.

A Blue Badge alone doesn’t provide sufficient information for us to supply you with a Personal Assistant ticket however if this is all you have and you require a Personal Assistant ticket then we may need to contact you to discuss your requirements further.

Please see the section above entitled ‘What is a Companion Ticket?’. If your party is greater than 2 and you all wish to sit together, but you have had specific seating made available to you at a different rate in accordance with your access requirements, then the remaining members of your party would have to pay the Face Value per ticket in order to sit with you.

Yes.

You can either fill in the form on behalf of the access customer and have them set up as the lead name on the account or, alternatively, you can have the account in your name, and we can add a note to the booking that you will be booking on behalf of the person with access requirements.

Yes, however they will also need to provide supporting documentation if they wish to join the Access Scheme (either with their own account or added to the lead booker’s account) or request a Personal Assistant ticket.

If you have a temporary condition which requires you to have additional requirements, then you may be offered accessible seating however you may not join the access scheme.

Running times for shows are available on the show information pages.

Concerts & individual events may not be able to supply this information in advance.

Every member of the audience, regardless of age, must be in possession of a valid ticket in order to gain entry to the theatre. Babies will not be admitted into the auditorium and children must be able to sit unaided in their own seat. In the interests of other customers, parents or guardians may be asked to remove noisy or disruptive children. The recommended age for each production varies. Visit our show pages for details.

There is no dress code. Casual attire is acceptable.

We are working hard to ensure the safety of all patrons and performers.

Due to Covid-19 safety measures, we are unable to accept gifts or items for signing and there will be no public access to Stage Door.

The cast won’t be able to sign items or take photos when entering or leaving the building.

Unfortunately, due to the high numbers of similar requests that we receive, this is something that we are unable to offer.

A relaxed performance is a performance that has been adapted for adults and children who might benefit from a more relaxed environment.

Typically, they are for those who have autism or have sensory communication disorders or learning difficulties.

A standard performance of a show can be unsettling for some, this could be because of the darkness of the auditorium, the loud music, or sudden noises on stage. Some people find it difficult to sit still and quiet for a relatively long period of time.

Relaxed performances differ from show to show, but generally, at a relaxed performance it is a more informal atmosphere; the house lights don’t go down as much as they normally would and in some cases are kept on entirely. Strobe lighting is avoided and music tends to be played more quietly with no loud or sudden sound effects.

We also provide a “chill-out” zone for anyone who becomes distressed.

Perhaps most importantly there is an acceptance that if anyone chatters, shouts out, makes noises or fidgets, it’s fine. You can also relax without worrying about disrupting other patrons.

No – the seating plans are not accurate representations of the auditorium. They are for illustrative purposes only and are not to scale.

The restoration levy contributes to the costs of maintaining the newly refurbished The Royal Theatres.

Unfortunately, we don’t currently have any work experience or intern opportunities on offer.

If the performance or event that you were scheduled to attend is cancelled or postponed, we will be in touch at the earliest opportunity, via email and for performances that are due to take place within the next 72 hours we will also be in touch via SMS in order to issue you a refund.

Yes, all our theatres are now open will full capacity audiences.

Please visit our Welcome Back page to find out what is required to attend our theatres.

If your event was rescheduled or cancelled, an email will already have been sent to you, please check your junk/spam folder.

The Royal Theatres is not liable for any additional expenses incurred by customers in the event of a cancelled performance, therefore, we would ask that you please contact your individual travel company/hotel directly.

This depends on the bank that issued your card. It is usually quick, but there may be delays. You can contact our customer relations department for more information here.