LW Theatres Audience Guide
Please adhere to the following guidelines when visiting our West End venues
Last Updated: Friday 16 October 2020
All events at The London Palladium exceed the Government’s current Coronavirus and social distancing guidelines. This important guide outlines all the information you will need for your visit.
Your safety is of paramount importance to us and therefore, across the theatre, we have reconfigured our seating to ensure that audience bubbles are seated at least 1m apart. This includes respacing rows in the stalls to guarantee a 1m distance in front and behind and beside each group. An audience bubble must be a group of 6 people or less from a single household or support bubble.
The spacing between our seats is part of a wide suite of health and safety measures, including the mandatory wearing of face coverings, which enables us to operate confidently and safely.
Take a look below for a breakdown of our new procedures.
Please click here for a PDF version of the LW Theatres Audience Guide.
Before your visit
1. Consider your booking
In line with current Tier 2 restrictions for London, please let us know as soon as possible whether you need to separate your booking into household bubbles, or refund ticket(s). Contact your point of purchase to discuss your booking.
2. Take your temperature
Take your temperature before travelling. If your temperature reading is higher than 38°C or you have a continuous cough you should stay at home.
3. Consider travel options
Consider your travel options and use a car, motorcycle, bicycle or walk to the theatre where possible, in accordance with the current UK Government guidance.
4. Pack your face covering
During your visit we are asking you to wear a face covering at all times, except when eating and drinking.
5. Ticket check
Please check your ticket for your entry time, we are staggering entrance times to minimise queuing.
When you arrive
1. Join the queue
On arrival at the venue please join the queue, ensuring you maintain a safe distance from others (guided by floor markings). Staff will be on hand to assist you.
2. Wear your face covering
At this point staff will ask you to put on your face covering before moving forward.
3. Security check
At the entrance doors our security will carry out a contactless bag check. We are asking you to bring minimal belongings as we won’t be able to offer a cloakroom service at this time.
4. Sanitise station
Once your bags have been checked you will be asked to sanitise your hands before moving forward.
5. Temperature check
We’ll carry out temperature checks using our thermal imaging camera. Only one person can be assessed at any one time, so please wait to be called forward.
6. Ticket check
Once you have passed the temperature check, your ticket will then be scanned to gain entry. To minimise congestion within the theatre, you will be allocated seating times.
During your visit
1. Keeping your distance
During your visit please ensure you maintain a safe distance from others using the floor marking guides for reference.
2. Follow the routes
When moving around the theatre, please follow the clearly marked one-way routes to help maintain safe distancing. We’ve installed easy to follow floor markings and signage to assist you.
3. Wear your face covering
Whilst in the theatre, you must wear a face covering throughout your visit, except when eating and drinking.
4. Contactless payment and collections
We’ve installed protective screens and introduced payment technology to allow for contactless purchases at our bars and retail outlets. Look out for designated pick up points where you can collect online orders. We are unable to accept cash payments at this time.
5. In-seat service
To minimise queuing and physical contact we are offering in-seat ordering and delivery service.
6. Wash your hands
Please wash your hands before and after using toilet facilities and sanitise your hands regularly using the products provided.
7. Enhanced cleaning
Rest assured, as always, the theatre is professionally cleaned on a continual basis. Common contact surfaces and toilet facilities are regularly sanitised by our on-site cleaning team.
8. Our team are here to help
Our staff will be on hand during your visit to provide guidance around the theatre. If you have any questions or feedback on your experience, don’t hesitate to chat to one of them.
When you are leaving
1. Follow directions
At the end of the performance please follow staff directions. You will be asked to exit via specific doors.
BOOK WITH CONFIDENCE
For maximised flexibility, customers can exchange their tickets free of charge up to 24 hours prior to the event.
Let The Music Play
We want to take a moment to celebrate the brilliant work done by those who have kept us all going during this difficult period.
● To all the NHS workers, carers and front line workers
● To our casts, crews, producers and partners
● To our staff, friends, families, colleagues and neighbours
● To our audiences
Thank you for your ongoing support in these uncertain times. We look forward to reopening our doors and welcoming you back soon.
*Designed by Matt O’Reilly from the Front of House team at The London Palladium