FAQs

Top

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. Telephone lines are open Monday to Friday from 9am-5:30pm and on Saturdays from 10am-4pm. If you are unable to call during these times please email the relevant customer service department.

HER MAJESTY’S THEATRE
020 7087 7962
customer.relations@lwtheatres.co.uk

GILLIAN LYNNE THEATRE
020 7087 7950
customer.relations@lwtheatres.co.uk

CAMBRIDGE THEATRE
020 7087 7945
customer.relations@lwtheatres.co.uk

THEATRE ROYAL DRURY LANE
020 7087 7959
customer.relations@lwtheatres.co.uk

THE LONDON PALLADIUM
020 7087 7958
customer.relations@lwtheatres.co.uk

ADELPHI THEATRE
0207 087 7968
customerservices@adelphitheatre.co.uk

THE OTHER PALACE
020 7087 7967
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 use the relevant 24-hour telephone booking number to complete your booking:

HER MAJESTY’S THEATRE
020 7087 7762
customer.relations@lwtheatres.co.uk

GILLIAN LYNNE THEATRE
020 7087 7750
customer.relations@lwtheatres.co.uk

CAMBRIDGE THEATRE
020 7087 7745
customer.relations@lwtheatres.co.uk

THEATRE ROYAL DRURY LANE
020 7087 7760
customer.relations@lwtheatres.co.uk

THE LONDON PALLADIUM
020 7087 7756
customer.relations@lwtheatres.co.uk

ADELPHI THEATRE
020 7087 7754
customerservices@adelphitheatre.co.uk 

THE OTHER PALACE
020 7087 7900
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?

Exchanges:
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
020 7087 7962
customer.relations@lwtheatres.co.uk

GILLIAN LYNNE THEATRE
020 7087 7950
customer.relations@lwtheatres.co.uk

CAMBRIDGE THEATRE
020 7087 7945
customer.relations@lwtheatres.co.uk

THEATRE ROYAL DRURY LANE
020 7087 7959
customer.relations@lwtheatres.co.uk

THE LONDON PALLADIUM
020 7087 7958
customer.relations@lwtheatres.co.uk

ADELPHI THEATRE
0207 087 7968
customerservices@adelphitheatre.co.uk 

THE OTHER PALACE
0207 087 7967
customerservices@theotherpalace.co.uk

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 is 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.

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 Make It VIP 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.

What number should I use if I am calling from overseas?

If you are contacting a Really Useful Theatre from overseas please call the box office direct.

Adelphi Theatre: +44 20 7087 7754
Cambridge Theatre: +44 20 7087 7745
Her Majesty’s Theatre: +44 20 7087 7762
The London Palladium: +44 20 7087 7756
Gillian Lynne Theatre: +44 20 7087 7750
Theatre Royal Drury Lane: +44 20 7087 7760
The Other Palace: +44 20 7087 7900
Concerts and Events: +44 20 7087 7755

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