FAQs

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Bookings Affected by COVID-19

Are theatres reopening?

Our theatres have reopened! Please visit our Welcome Back page to find out what is required to attend our theatres. Stay tuned to our COVID-19 information page for the latest show updates.

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 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 24 months (730 days) 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 us if you have any questions about your booking.

ADELPHI THEATRE
access@adelphitheatre.co.uk

THE OTHER PALACE
access@theotherpalace.co.uk

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

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

Please contact us using the details below 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.

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk

THE OTHER PALACE
customerservices@theotherpalace.co.uk

FOR ALL OTHER THEATRES IN OUR GROUP
customer.relations@lwtheatres.co.uk

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?

You should receive an email with your tickets attached 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 them and bring them with you. If you opted to collect your tickets from the Box Office these will be available for you to collect from 12pm on the day of the show, or from 11am on Sundays.

If you were expecting your tickets via post and haven’t received them 3 days before the show, please contact the relevant customer relations team.

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk

THE OTHER PALACE
customerservices@theotherpalace.co.uk

FOR ALL OTHER THEATRES IN OUR GROUP
customer.relations@lwtheatres.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:

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk

THE OTHER PALACE
customerservices@theotherpalace.co.uk

FOR ALL OTHER THEATRES IN OUR GROUP
customer.relations@lwtheatres.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:
Tickets can be exchanged up to 24 hours prior to the event, free of charge.
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:

EMAIL CUSTOMER RELATIONS

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/.

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk

THE OTHER PALACE
customerservices@theotherpalace.co.uk

FOR ALL OTHER THEATRES IN OUR GROUP
customer.relations@lwtheatres.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?

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:

ADELPHI THEATRE
access@adelphitheatre.co.uk

THE OTHER PALACE
access@theotherpalace.co.uk

FOR ALL OTHER THEATRES IN OUR GROUP
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

Attending a Theatre

Are the theatres ventilated?

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.

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 the doors open?

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

Do I need to wear a face covering?

While we can’t legally enforce the wearing of face coverings, we will ask our audiences to wear a face covering throughout their visit, unless they are medically exempt. Face coverings will also be available in all our theatres.

How do I book an access ticket?

If you would like to make an access booking for this event, please send us an email using the details below with your contact telephone number and a member of our Box Office team will give you a call back as soon as possible.

ADELPHI THEATRE
access@adelphitheatre.co.uk

THE OTHER PALACE
access@theotherpalace.co.uk

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

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

Security checks will be in operation for your safety.

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?

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

What happens if I can’t attend the show?

For maximised flexibility customers, can exchange their tickets free of charge up to at least 24 hours prior to the event.

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.

Can you purchase merchandise?

Merchandise can be purchased before the show and during the interval.

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.

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.

Are Jason Donovan & Jac Yarrow in Joseph in 2021?

Yes, Jason Donovan & Jac Yarrow are starring in Joseph at The London Palladium 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.

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.

How should I contact you if I'm overseas?

Please email our Box Office teams:

ADELPHI THEATRE
customerservices@adelphitheatre.co.uk

THE OTHER PALACE
customerservices@theotherpalace.co.uk

FOR ALL OTHER THEATRES IN OUR GROUP
customer.relations@lwtheatres.co.uk

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 Theatre Royal Drury Lane. 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

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