LW Theatres Audience Guide

Please adhere to the following guidelines when visiting our West End venues

Last Updated: Friday 16 October 2020

The London Palladium cleaning staff

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.

FAQs for Socially Distanced Shows

How is social distancing maintained in the venue?
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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:

  • 1m-plus social distancing between each customer bubble. Audience bubbles must be a group of 6 or less from the same household or support bubble.
  • One-way systems and signage across our buildings to indicate appropriate distancing and set out required routes to follow.
  • Staggered arrival times and allocated seating times to avoid large groups or crowds.
  • 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?
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LW Theatres continue to exceed the Government guidelines on Coronavirus and social distancing.

  • 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.
Does the 10 pm curfew apply to theatres?
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No, Oliver Dowden has confirmed that theatres are exempt from the 10pm curfew.

What happens when you take my temperature on arrival?
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Every person arriving at an LW Theatre will be screened 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?
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Yes, single tickets are available to book. Seat groups are pre-determined clusters of seats (for a household or support 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?
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E-tickets will be sent 24 hours before the event and will be scanned upon entry.

What time do the doors open?
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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. To minimise congestion within the theatre, you will be allocated seating times as well.

Do I need to wear a face covering?
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Yes, face coverings are mandatory throughout the venue unless eating and drinking. If you are exempt from wearing a face covering (consistent with Government guidelines) then please bring your exemption notification with you to present to staff upon arrival. Children under the age of 11 are exemption from wearing a face covering.

What amenities are available within the theatre?
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Some amenities are open with social distancing protocols in place while others remain closed.

  • 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.
  • Consistent with Government guidelines, all bars within the venue are currently closed. However, we are currently running an in seat service so you can avoid the queues and enjoy drinks and snacks from your seat. Please arrive in good time to take full advantage of this service.
  • 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?
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If you would like to make an access booking, 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.

Will you have a security check upon arrival at the theatre?
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Yes, our security team will carry out contactless bag checks.

Is there still the option to order pre arrival or interval drinks?
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Yes. You can pre-order drinks at the same time you are booking your tickets. If people order their drinks with their tickets, they will be delivered directly to their seats at their allotted arrival time. We’re also offering in-seat ordering and delivery during the interval.

Do you accept cash at the theatre?
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No, we ask that all payments are made by card, ideally contactless.

Can you purchase merchandise?Show More

To reduce contact around the venue, merchandise will only be available to purchase before the show and during the interval

How many different households can sit together?
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Following the latest Tier 2 Government restrictions for London, only one household can sit together. You must only be seated with members of your own household or somebody you have formed a support bubble with.

What happens if I can’t attend the show?
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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?
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Please contact NHS direct on 111 or NHS Test and Trace on 119 and follow Government guidelines.




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