FAQs

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Tickets

When will I receive my e-ticket or mobile ticket?

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.

What happens if my tickets do not arrive on time?

If you haven’t received your tickets before the show, please bring your booking confirmation and a form of identification to the Box Office on the day of the event, and we will re-issue your tickets. Our Box Offices are open from midday, but you are welcome to visit the team at any time during the afternoon. We recommend arriving at least 20 minutes before the advertised start time of the event wherever possible.

 

Can tickets be exchanged or refunded once they have been purchased?

Exchanges:

If the show you’re seeing has more than one performance then you’re in luck. We’ll always try to exchange your ticket where possible. Tickets can be exchanged up to 48 hours prior to the event. A £3 per ticket exchange fee will apply. Tickets can only be exchanged for the same show. If you have booked a hospitality package, this will also be exchanged (subject to availability).

If you have booked directly with LW Theatres and would like to exchange your tickets, please call us on 020 3925 2998. Our phone lines are open Monday – Saturday, 10am – 5.30pm. Alternatively or outside of these hours, email us at customer.relations@lwtheatres.co.uk. If you booked via an alternative source, please contact your point of purchase.

Refunds:

Tickets and hospitality packages for all events are non-refundable once purchased.

If you can’t make the show, find out more information here.

Promotional rate tickets including Groups, Lottery, Day Seats, Magical Mondays are non-refundable and non-exchangeable.

What happens if I can't make it to a show?

If you can’t attend one of our shows, find out what you can do here.

Why does the credit card holder have to be present when tickets are collected?

The credit card holder should be present so we can check identification and therefore prevent potential fraud. No third party can collect tickets on behalf of someone else.

What happens if a production is cancelled?

Ticket holders will be contacted as soon as possible and given the option to either exchange their tickets to an alternative performance or they will be offered a refund.

What are the running times for shows/concerts?

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

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

What happens if there are strikes affecting transport?

Should strikes be planned across National Rail or London Underground services that affect your travel to and within London, we recommend planning your journey ahead of your visit and allowing extra time for unforeseen changes.

Visit the Transport for London website or National Rail Enquiries for the most up to date information and help with planning your route.

If sadly you’re unable to make it to the show, please contact our Customer Relations department at least 48 hours before the show on 020 3925 2998. The office is open 10am – 5pm, Monday to Saturday.

 

Attending a Theatre

Can I bring a baby into the theatre?

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.

What time do the doors open?

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

What security measures are in place in the theatres?

At LW 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.

Please visit our security page for a guide as to what security measures to expect when attending a show at one of our theatres.

Will you have a security check upon arrival at the theatre?

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.

Can I pre-order interval drinks?

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

Do you accept cash at the theatre?

We continue to encourage contactless payment throughout the venue to minimise contact.

Can you purchase merchandise?

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

Do you have Lost Property?

If you believe you have left something behind at one of our theatres, please email customer.relations@lwtheatres.co.uk stating the theatre you attended, date and time plus a description of the item.

Access

How do I book an accessible seat?

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 email access@lwtheatres.co.uk or call the venue access line directly.

By phone – 020 3925 2998

By email – Please email access@lwtheatres.co.uk and one of the team will get back to you to discuss your booking requirements.

Do I have to join the LW Theatres’ Access Scheme to buy a ticket?

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.

How do I join the access scheme?

Please fill in the online registration form here, and one of our team will get back to you to confirm your account details and registration, by email.

How will booking online affect me if I am colourblind?

Please select your chosen ticket price from the price key at the bottom of the seating plan online.  This will filter out all the other prices and only show you the highlighted seats at your chosen price.

I am a wheelchair user, where should I sit?

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, please look at the venue page for information about where these spaces are located.

What is a Relaxed Performance?

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.

What is an Audio-Described performance?

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.

What is a Captioned performance?

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.

What is a Signed performance?

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.

What is a Chilled Performance?

A chilled performance takes a more casual approach to noise and movement in the auditorium, but the performance itself is unchanged. This performance is ideal for people who feel more at ease knowing they can go in and out of the auditorium during the show.

Do I get a ‘discount ticket’ if I have access requirements?

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).

What is a Personal Assistant Ticket?

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.

What is 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

Why should I join the Access 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.

What if I need more than one Personal Assistant ticket?

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

Can I book a Personal Assistant Ticket online?

2 Personal Assistant tickets may be booked online where online access booking is available as long as your account has been set up to allow this.  If you require more than 2 Personal Assistant tickets, then we ask you to email our access team or call our Access line on 020 3925 2998.

Why do I need to provide supporting documentation?

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.

Do you keep the copy of my supporting documentation I have sent to you?

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

How recent does my supporting documentation have to be?

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

Is a Blue Badge enough for me to apply for a Personal Assistant ticket?

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.

Can I sit with more than one other person? How does that work in terms of ticket prices?

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.

Can I sign up to the scheme on behalf of someone else?

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.

Can I make a booking for more than one 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.

Can I join the access scheme if I have a temporary condition which means I have an access requirement?

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.

Shows

What are the running times for shows/concerts?

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

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

What is the minimum age requirement?

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.

Do you have a dress code?

There is no dress code. Casual attire is acceptable.

Can I meet the cast & get my programme signed after the show?

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.

Can I have a shout out before / after the show?

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

What is a Relaxed Performance?

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.

Can I hold a bucket collection for my charity before / after a performance? Can I have a donation for my charity raffle / auction?

As you can imagine, we are inundated with such requests and as a result we have committed to offering continued support to the theatre related charities, Acting for Others

Theatres

Is the seating plan an accurate representation of the auditorium?

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

What is the restoration levy?

The restoration levy contributes to the costs of maintaining the newly refurbished LW Theatres.  Andrew Lloyd Webber has extensively refurbished all LW Theatres to provide our patrons with a first-class, modern theatre-going experience in beautifully restored theatres.

Do you offer work experience / internships?

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

Do you offer theatre tours?

We offer daily theatre tours of Theatre Royal Drury Lane.

Join us on an incredible guided tour of the West End’s most iconic theatre and discover hidden tales that date back over 350 years.

From ghosts to royal scandal, step inside and go behind-the-scenes as our expert tour guides unearth the secrets of the world’s oldest theatre site.

BOOK A TOUR

Cancelled & Rescheduled Events

What happens if my performance is cancelled or postponed?

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.

Please look out for an email from the theatre name where the event was due to take place, with the email address notifications@email.lwtheatres.co.uk (please do not email this address as it is unmanned).

In the event of a cancellation, you will be given the option to either exchange your tickets to an alternative performance, or the option for a refund.

Should your event be rescheduled, your booking will be automatically valid for the new date and time. If you’re unable to attend the rescheduled date or time, you will be given the option to either exchange your tickets to an alternative performance (if applicable), the option to receive a credit voucher or the option of a refund.

Will you be refunding my travel/hotel?

LW 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.

What is a credit voucher?

A credit voucher transfers the entire cost of your booking over to a voucher which you will then be able to redeem in your own time via our website. They are valid for 28 days from the date of issue.

Are delivery fees & ticket protection fees included in the credit voucher?

The value of the ticket(s) paid at the time of booking (including any online or telephone booking fees) will be included with your Credit Voucher. Booking Protect fees or postage fees are non-refundable. This voucher will be emailed to you, and you can redeem against any event taking place in our theatres as long as the voucher is redeemed before the expiry date shown.

Unfortunately we are unable to send Credit Vouchers out by post.

I booked through an agent, what should I do?

Please contact your point of purchase if your show has been cancelled or postponed for further information.

How long will it take for the money to be back in my account?

Refunds are currently taking longer to process, therefore, please do allow 10-14 days for the refund to reach you.

How to Contact Us

How can I contact LW Theatres by phone or email?

For all bookings made directly with LW Theatres, please call us on 0203 925 2998. Our phone lines are open Monday to Saturday from 10am to 5:30pm. You can also email us at: customer.relations@lwtheatres.co.uk.  To help us deal with your enquiry more effectively please mention the name of the show or event and as much information as possible including your reference number in your email. Our Box Office teams are only able to assist with bookings made directly with LW Theatres. If you have made a booking though a third-party Agent, please contact your original point of sale.

For Access customers

By phone – 020 3925 2998

By email – Please email access@lwtheatres.co.uk and one of the team will get back to you to discuss your booking requirements.

Who do I contact if I have special access requirements?

For full details of access information and how to book please visit the Access Hub.