Accessibility at LW Theatres

LW Theatres is dedicated to understanding the potential access requirements of all people visiting and working in our venues. Our commitment to improving accessibility is long term and extends across all areas of our business. We recognise our responsibility to identify barriers to accessibility and undertake to remove these wherever possible.

How to make a booking

By Phone: Please call 020 3925 2998 to be put through to the relevant Box Office. Our phone lines are open from 10am to 5:30pm, Monday to Saturday. Lines can be very busy in the morning, so it’s often easiest to reach us in the afternoon.

In Person: The London Palladium, Adelphi Theatre, Gillian Lynne Theatre, and Her Majesty’s Theatre Box Offices are open from midday on show days. Theatre Royal Drury Lane and the Cambridge Theatre Box Offices are open daily from 10am.

By Email: Please email: access@lwtheatres.co.uk and a member of the Box Office will get back to you as soon as possible. Please also provide a contact telephone number in your email.

Online: Members of the LW Theatres Access Scheme can book tickets for a companion, and Personal Assistant tickets online for all our Resident Musical productions as well as for all new Gigs and Concerts. Details about becoming a member of the LW Access scheme can be found below.

LW Theatres Access Policy

Customers with Access requirements will be able to purchase a ticket in the price band of their choice, subject to availability.

One additional companion ticket will be made available at the same price paid by the customer with Access requirements, subject to availability. Any additional tickets required in the suitable area will be chargeable at the standard admission rate.

Exchanges and Refunds

Customers who notify LW Theatres, at least 2 hours in advance of their booked performance, that they are unable to attend due to a reason directly related to their access requirements will be able to either exchange their tickets to another performance or offered a refund.  Refunds will be limited to the face value of the ticket, excluding any booking fees and cannot be issued once the performance has begun.

LW Theatres Access Scheme

The LW Access Scheme is designed for those who need additional assistance to services within our theatres.

The Scheme will make it easier for our customers to book accessible seats and facilities. It will also ensure our customer-facing staff teams have the information they need in order to deliver the best possible service.

You do not have to be a member of the scheme in order to book access tickets by phone; however, joining the Scheme will allow you to:

  • Receive information on any upcoming Access Performances.
  • Receive pre-visit emails with helpful information that will ensure a smoother theatre experience.
  • Have access to our online access booking system. This will enable you to book all your access tickets online, including wheelchair positions and the best-accessible seats. **Please note not all events at present will be available online.**

To become a member of the LW Theatres Access Scheme, please complete the Access Scheme Registration Form and see below for more information on eligibility.

Supporting Material

To join the Access Scheme, we request that you send a copy of one of the following documents as proof of eligibility, please indicate what you intend to provide:

  • Front page of DLA / PIP (no specific rate)
  • Certificate of Visual Impairment
  • War Disablement Pension
  • AFIP (Armed Forces Independence Payment)
  • Continuing Healthcare Package
  • Dual Sensory Impairment
  • Blue Badge
  • Disabled Railcard
  • CEA Card
  • Nimbus CredAbility/ Access Card
  • Recognised Assistance Dog ID Card
  • Document with a ‘+1’ symbol
  • Any other International Disability Document

Please send all supporting documentation to:

By Email: access@lwtheatres.co.uk

By Post: The Access Scheme, LW Theatres, 67 Drury Lane, London, WC2B 5SP

For those customers who are booking for shows within 2 weeks; or cannot post or email their documents, they will need to bring the proof along with them, on their first visit to the Box Office.

Personal Assistants

Customers with access requirements who require continuous support throughout their visit in order to be able to attend may obtain a Personal Assistant ticket at no additional cost.

Customers who wish to sign up for the LW Theatres Access Scheme and acquire a Personal Assistant ticket will be asked to provide evidence of their eligibility for this arrangement. 

*All customers must be signed up to the Access Scheme in order to qualify for a Personal Assistant ticket.

We do ask for proof of eligibility to specifically support this and will accept the following documentation.

  • Front page of PIP Daily Living Component
  • Front page of DLA High or Middle Rate Care Component
  • Front page of Attendance Allowance letter (no specific rate)
  • Evidence that registered severely sight impaired (blind)
  • Recognised Assistance Dog ID card
  • CredAbility’s Access Card

If you do not have any of the above documents then we will require further information about why you would like to apply for Personal Assistant ticket and applications will then be reviewed on a case by case basis.

Please send all supporting documentation to:

By Email: access@lwtheatres.co.uk

By Post: The Access Scheme, LW Theatres, 67 Drury Lane, London, WC2B 5SP

For those customers who are booking for shows within 2 weeks; or cannot post or email their documents, they will need to bring the proof along with them, on their first visit to the Box Office.