FAQs

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Bookings Affected by COVID-19

Are theatres reopening?

At The London Palladium, we are hosting selected performances under social distancing, with with venue-wide safety mitigations, including the mandatory wearing of face coverings.

Elsewhere and for other events at The London Palladium, we have been suspending performances on a rolling basis, in line with the latest advice from the UK Government.

If further cancellations and postponements are necessary they will continue to be announced on a rolling basis. Different theatres and productions are likely to reopen at different times.

Stay tuned to our COVID-19 information page for the latest updates, cancellations, and rescheduled shows.

When will I hear from you about my tickets?

We’re contacting all our guests in order of performance date, so please bear with us. As you can imagine we’re dealing with a high volume of queries at the moment, but be assured we’re working tirelessly to get back to everybody as soon as we possibly can.

  • If you have tickets for a show that has been cancelled, we will be in touch with you very soon to inform you of the options available.
  • If you have tickets for a show that has been postponed, your tickets will be valid for the new date.*
    • *This does not apply to tickets issued for Joseph and the Amazing Technicolor Dreamcoat for Summer 2020 at The London Palladium. Customers will be receiving new tickets for the Summer 2021 run. 
Will Jason Donovan & Jac Yarrow still be in Joseph in 2021?

Yes, Jason Donovan & Jac Yarrow will return to The London Palladium when Joseph returns in summer 2021. Stay tuned to our website for the latest Joseph information.

*The producers cannot guarantee the appearance of any particular artist. Their schedules are subject to change and may be affected by contracts, holidays, illness or events beyond the producers’ control.

 

 

 

What do I do with Joseph tickets I’ve already received?

You’ll get a new booking confirmation within the next few days, and your new tickets will be issued 24 hours before the performance if you have requested e-tickets or print at home tickets.

If you have asked for tickets to be delivered to your address, they will be despatched a week prior to the performance.

Delayed ticket dispatch has been introduced to offer you greater flexibility should you need to exchange your tickets again for any reason in the future and to minimise tickets being offered for re-sale via secondary ticketing platforms.

Please destroy/delete the old tickets as these are no longer valid.

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 18 months from the date of issue.

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

Any previously charged postage, collection or Booking Protect fees incurred when making your original booking will be included with your Credit Voucher. This will be emailed to you.

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.

What should I do if I have a hospitality booking?

Please contact hospitality@lwtheatres.co.uk in order to discuss your hospitality booking.

What should I do if I have an access booking?

Please email access@lwtheatres.co.uk if you have any questions about your booking.

The theatres are closed but I paid in cash/vouchers, how do I get a refund?

Please contact customer.relations@lwtheatres.co.uk with your name, show and reference number and we will arrange for someone from our team to call you to refund your booking onto a credit or debit card of your choosing.

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.

Tickets

What happens if my tickets do not arrive on time?

If you do not receive your tickets within 10 working days, please call the relevant Customer Services number below. We can arrange for replacement E-Tickets to be delivered to your registered email account or arrange for a new set of tickets to be left for collection at the Box Office when you arrive at the theatre on the day of your performance. All re-issued tickets will invalidate any previously generated tickets so if the original tickets do arrive please note they will not be valid for entry. Please bring your newly issued tickets or collect the new set from the Box Office. All Tickets left for collection at the Box Office need to be collected by the original ticket purchaser so if this is not possible please ensure you ask for E-Tickets to be sent by email. Please email the relevant customer service department.

HER MAJESTY’S THEATRE
customer.relations@lwtheatres.co.uk

GILLIAN LYNNE THEATRE
customer.relations@lwtheatres.co.uk

CAMBRIDGE THEATRE
customer.relations@lwtheatres.co.uk

THEATRE ROYAL DRURY LANE
customer.relations@lwtheatres.co.uk

THE LONDON PALLADIUM
customer.relations@lwtheatres.co.uk

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk

THE OTHER PALACE
customerservices@theotherpalace.co.uk

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 you have a problem when making a booking on the LW Theatres website?

Please email the relevant customer service department to complete your booking:

HER MAJESTY’S THEATRE
customer.relations@lwtheatres.co.uk

GILLIAN LYNNE THEATRE
customer.relations@lwtheatres.co.uk

CAMBRIDGE THEATRE
customer.relations@lwtheatres.co.uk

THEATRE ROYAL DRURY LANE
customer.relations@lwtheatres.co.uk

THE LONDON PALLADIUM
customer.relations@lwtheatres.co.uk

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk 

THE OTHER PALACE
customerservices@theotherpalace.co.uk

Is there availability on the date that I would like to visit?

For full availability please visit the individual shows booking page.

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

Do you have Frozen the Musical tickets? Find out about refunds and exchanges for this show here.

Exchanges:

Please note, in the event of closure, you will be entitled to a full refund.

If you have booked directly with LW Theatres and would like to exchange your tickets, please contact Customer Relations using the button below, otherwise please contact your point of purchase:

CUSTOMER RELATIONS

Tickets for long-running productions in an LW Theatres venue may be exchanged up to 48 hours prior to a performance subject to availability and an administration fee of £3 per ticket. Tickets for one-off concerts or events are non-exchangeable. In the first instance please call the relevant Customer Services number below to arrange your exchange. Telephone lines are open Monday-Friday 9am-5:30pm and on Saturday’s from 10am-4pm. If you are unable to call during these times please email the relevant customer services department with your preferred date and time as well as a contact telephone number.

Refunds:
Tickets for all events are non-refundable once purchased. It is possible to add refund protection at the point of purchase from our partner Booking Protect. By adding refund protection, you or anybody in your party will be able to claim a refund for the face value of the ticket should you be unable to attend the booked event due to reasons outside of your control. This includes things such as accident, injury or illness. A full list of terms and conditions can be found here: https://lwtheatres.co.uk/refund-protection/.

HER MAJESTY’S THEATRE
customer.relations@lwtheatres.co.uk

GILLIAN LYNNE THEATRE
customer.relations@lwtheatres.co.uk

CAMBRIDGE THEATRE
customer.relations@lwtheatres.co.uk

THEATRE ROYAL DRURY LANE
customer.relations@lwtheatres.co.uk

THE LONDON PALLADIUM
customer.relations@lwtheatres.co.uk

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk 

THE OTHER PALACE
customerservices@theotherpalace.co.uk

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.

What happens if a production is cancelled?

In the unlikely event that a production is cancelled, then 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.

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. Alternatively, please use the contacts below:

THE OTHER PALACE
020 7087 7966
access@theotherpalace.co.uk

ADELPHI THEATRE
020 7087 7966
access@adelphitheatre.co.uk

FOR ALL OTHER THEATRES IN OUR GROUP
020 7087 7966
access@lwtheatres.co.uk

What are the running times for shows/concerts?

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

For concerts, we may not get this information until the day – the best way to keep up-to-date is to follow us on:

Twitter
https://twitter.com/LondonPalladium

Facebook
https://www.facebook.com/thelondonpalladium

For information on shows at The Other Palace please visit TheOtherPalace.co.uk

I've bought a ticket via Malvern Group / Super Break, will it still be valid?

If you have tickets for any of our LW Theatres’ shows and have been affected by the administration of the Malvern Group / Super Break, please do get in touch with our Box Office teams via email at customer.relations@lwtheatres.co.uk where our staff will do everything they can to advise and assist you.

Socially Distanced Shows

How is social distancing maintained in the venue?

Ensuring all our staff and guests feel safe and comfortable at all times while in our theatres is our absolute and clear priority. To support the maintaining of social distancing, we have introduced the following measures:

  • One-way systems and signage across our buildings to indicate appropriate distancing and set out required routes to follow.
  • Staggered arrival times to avoid large groups or crowds.
  • Reduced audience capacity across all three seating levels. In the auditorium, each seat group (a cluster of seats designated for one household or bubble) is adequately spaced to limit the contact with other household groups. .
  • Measures to limit and manage the capacity of facilities outside of the auditorium, in particular the toilet and bar areas. This includes new one-way queuing systems in place for all toilets and the introduction of new bar queuing systems, contactless payment facilities and in-seat service throughout the venues.

In addition to social distancing measures, temperature screening will take place for everyone on arrival, face coverings are mandatory throughout the venue, except when eating and drinking and enhanced and rigorous cleaning and hygiene regimes have been introduced throughout.

What additional health and safety measures have been implemented?

LW Theatres continue to follow government guidelines at all times.

  • In accordance with current guidance, face coverings are mandatory for everyone throughout the venue, except when eating and drinking and social distancing is promoted throughout the venue.
  • To manage the flow of guests and promote social distancing, arrival times have been staggered. Ticket holders will be expected to arrive at their allotted time.
  • Everyone arriving at the venue will have their temperature screened and anyone with an above average temperature may be refused entry.
  • All tickets and transactions in our theatres are now digital and cashless, and one-way systems will be in place throughout all front of house areas.
  • An enhanced hygiene regime is in place across our theatres. This means multiple hand sanitiser stations will be located throughout the venue. We have also brought in additional disinfection measures, including decontamination fogging treatments and anti-bacterial silver ion hygienic door handle covers and push plates. Enhanced cleaning processes are carried out prior to each performance and cleaning staff remain on site throughout each event to sanitise key touchpoints and toilet facilities.
What happens when you take my temperature on arrival?

Every person arriving at an LW Theatre will be screened and assessed upon entry, using an automatic thermal imaging camera. If your temperature is 38°C or higher, you and those who are part of your group might not be allowed to enter the venue (at our sole discretion).

Can I book a single ticket?

Yes – single tickets are available to book. Seat groups are pre-determined clusters of seats (for a household or bubble) with a designated number of tickets. If you book a single ticket that sits within a seat group, all seats will be automatically added to your basket.

When will I receive my e-ticket?

E-tickets will be sent 24 hours before the event and will be scanned upon entry.

What time do doors open?

When you book your ticket, you will be allocated a strict arrival time. Please make sure you arrive at the venue at your given time.

Do I need to wear a face covering?

Yes, face coverings are mandatory throughout the venue unless eating and drinking. If you are exempt from wearing a face covering (in accordance with Government guidelines) then please bring your exemption notification with you to present to staff upon arrival.

What amenities are available within the theatre?

Most amenities are open with social distancing protocols in place.

  • New one-way queuing systems in place for all toilets. Accessible toilet facilities remain in the same place as before. Toilets are cleaned before the audience arrive, during the performance, and are deep cleaned after each performance.
  • All bars are open with new queuing systems and contactless payment facilities throughout the venue. An in-seat service is also available on the day allowing you to order from the comfort of your seat.
  • The cloakroom remains closed. Therefore, we are asking audience members not to bring luggage or large bags to the theatre, as these cannot be stored.
How do I book an access ticket?

If you would like to make an access booking for this event, please send us an email at access@lwtheatres.co.uk with your contact telephone number and a member of our Box Office team will give you a call back as soon as possible. Alternatively, if it is not possible to email us please call our reception on 020 7557 7300 between the hours of 9:30am and 5:30pm Monday to Friday and we will arrange for a member of our team to give you a call back.

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

Yes. Our security team will carry out contactless bag checks.

Is there still the option to order pre arrival or interval drinks?

Yes. You can pre-order drinks at the same time you are booking your tickets. Look out for collection pick-up points at the venue. To minimise queuing, we’re also offering in-seat ordering and delivery during the interval.

Do you accept cash at the theatre?

No. We ask that all payments are made by card, ideally contactless.

How many different households can sit together?

In line with the current UK Government guidance, only one household can sit together. We will continue to review this policy, in line with Government advice.

What happens if I can’t attend the show?

If you cannot attend a show, you are able to get a full refund or an LW voucher up to 24 hours before the show. If you cannot attend on the day of your booked event, please see our flexible ticket exchange policy. Alternatively, you can also rebook a live streaming ticket from the Fane Productions website here: https://www.fane.co.uk.

What should I do if I show symptoms or test positive for COVID-19 after I visit the theatre?

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

Shows

What are the running times for shows/concerts?

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

For concerts, we may not get this information until the day – the best way to keep up-to-date is to follow us on:

Twitter
https://twitter.com/LondonPalladium

Facebook
https://www.facebook.com/thelondonpalladium

For information on shows at The Other Palace please visit TheOtherPalace.co.uk

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.

Is there somewhere in the theatre that I can leave my suitcase?

All of our theatres have cloakrooms, excluding The Other Palace, that you can use to store your suitcase during the performance. Charges may be applicable.

Can I have a shout out before / after the show? Can I get my programme signed by the cast? Can I meet the cast?

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

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 two theatre related charities, Make a Difference Trust, and Acting for Others

Do you have a dress code?

There is no dress code. Casual attire is acceptable.

How can I make my loved ones visit extra special?

We would recommend taking a look at our VIP Hospitality packages. There are several to choose from, please go to our Go Gold page for more details.

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 six venues in LW Theatres to provide our patrons with a first-class, modern theatre-going experience in beautifully restored theatres.

Do you offer work experience / internships?

We do not currently have any work experience opportunities to offer.

Although high profile in the entertainment industry, LW Theatres is a relatively small organisation in terms of staff numbers.  We have a very large number of applicants each year and are unfortunately only able to assist a very few.

Do you do backstage tours?

You can take a backstage tour of The London Palladium during the run of Joseph and the Amazing Technicolor Dreamcoat. For more info, click here.

What are the running times of shows/concerts?

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

For concerts, we may not get this information until the day – the best way to keep up-to-date is to follow us on:

Twitter
https://twitter.com/LondonPalladium

Facebook
https://www.facebook.com/thelondonpalladium