Welcome Back
Take a look at our audience guide and enjoy a safe return to our West End theatres.
Last Updated: Friday 9 April 2021
We are so excited to be welcoming you back into our wonderful theatres. Things may look a little different from when you last visited us, so please see below for our simple guide to the Covid-secure LW Theatres experience. Rest assured, the moment we all know and love, when the lights dim and the hush descends across the auditorium, will be there as usual for us all to enjoy.
By investing time and money in ventilation and other Covid-19 prevention measures, plus trained staff always on hand, we have ensured that attending a performance is a safe and comfortable experience for all. We look forward to sharing the magic of live performance with you once again.
Before your visit
Consider your booking
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.
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.
Pack your face covering
During your visit we are asking you to wear a face covering at all times, except when eating and drinking.
Ticket check
Please check your ticket for your entry time, we are staggering entrance times to minimise queuing.
When you arrive
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.
Wear your face covering
At this point staff will ask you to put on your face covering before moving forward.
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.
Sanitise station
Once your bags have been checked you will be asked to sanitise your hands before moving forward.
Ticket 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
Keeping your distance
During your visit please ensure you maintain a safe distance from others using the floor marking guides for reference.
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.
Wear your face covering
Whilst in the theatre, you must wear a face covering throughout your visit, except when eating and drinking.
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.
In-seat service
To minimise queuing and physical contact we are offering in-seat ordering and delivery service.
Wash your hands
Please wash your hands before and after using toilet facilities and sanitise your hands regularly using the products provided.
Enhanced cleaning & ventilation
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. The theatres are equipped with mechanical ventilation systems which introduce fresh air which has been filtered meaning no air is recirculated, the air is extracted.
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
Follow directions
At the end of the performance please follow staff directions. You will be asked to exit via specific doors.
Frequently Asked Questions
Want to check something before your visit? Take a look at our FAQs.
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
