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 consider the ways in which our venues create barriers that might disable people and undertake, through this Policy, to identify ways in which these barriers can be removed.

Access Tickets

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

If the area of the venue associated with the price band selected by the customer does not meet that customer’s individual Access requirements, then a suitable alternative seat in an area of the venue which meets that customer’s requirements will be provided at no additional cost.

In this scenario, one additional companion ticket in the suitable area 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.

Refunds

Customers who notify LW Theatres in advance of their booked performance that they are unable to attend due to a reason directly related to their access (e.g. a serious health emergency) will be offered a ticket refund. Refunds will be limited to the face value of the ticket, excluding any booking fees.

To inquire about purchasing Access and Personal Assistant tickets for shows at our Theatres, please call our Access Booking Line on 020 7087 7966, or alternatively, please email access@lwtheatres.co.uk.

For enquiries for the Adelphi Theatre please email access@adelphitheatre.co.uk.

Access booking queries will be responded to within three working days.

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 free of charge.

LW Theatres recognises there are several categories of support person that an individual might make use of in this context, including but not limited to:

• Support worker
• Personal assistant
• Communication support worker
• Family or friend
• Carer

Customers can find more information on the Personal Assistant ticket scheme within the Access Information provided for each of our theatres.

Customers who sign up for the LW Theatres Access Scheme and require a Personal Assistant ticket will be asked to provide evidence of their eligibility for this arrangement. The evidence above might not include everyone that has an Access requirement.

Personal Assistant Ticket – Eligibility

The following forms of evidence make an individual ‘automatically eligible’ for a Personal Assistant ticket:

• Front page of DLA / PIP (no specific rate required)
• Front page of Attendance Allowance letter (no specific rate required)
• Evidence of registration as severely sight impaired (blind)
• Recognised Assistance Dog ID card
• Documentation with a ‘+1’ symbol

*Customers who do not have any of the above evidence will be asked to complete the Access Requirements Form stating why they require a Personal Assistant Ticket. Copies of evidence will be accepted by post or email and LW Theatres will consider all applications on a case-by-case basis.

Our Theatres

Each of our seven West End theatres have additional venue-specific Access information.

CAMBRIDGE THEATRE

ADELPHI THEATRE

THE LONDON PALLADIUM

GILLIAN LYNNE THEATRE

HER MAJESTY'S THEATRE

THE OTHER PALACE