Frequently Asked Questions

Our venues open 1 hour before a performance commences. You can view the Box Office opening hours on our contact us page.

Your e-ticket is a PDF with a QR code, containing all your booking details.

After you book, you’ll receive a confirmation email and another email titled “Your tickets from the Theatre Royal & Royal Concert Hall” with your e-tickets attached.

When will I receive my e-tickets?
E-tickets generally arrive within minutes of your purchase (unless stated otherwise). We advise checking your junk/spam mail if you don’t receive them within 24 hours.

How do I use an e-ticket?
How do I use my e-ticket on arrival?
Open the PDF on your smartphone and our Front of House team will scan the QR code. If you prefer, you can print the PDF at home.

I’m not sure you have my email address — how will I get my tickets?
We have email details for most customers and will contact anyone without one. If you’re unsure, please call Box Office on 0115 989 5555 or email: trch.boxoffice@nottinghamcity.gov.uk

I don’t have a smartphone or email address — can I still book?
Absolutely. Call our Box Office on 0115 989 5555 and we’ll help you with your booking and available ticket options.

My e-tickets haven’t arrived yet, can I access my tickets through my online account?

Yes.
On desktop:
Log in (top right of the website), then select My Account. Choose My future bookings to view your tickets, which you can then print or screenshot.

On mobile:
Tap the person icon to log in, then tap it again to open the menu. Select My future bookings to view, print, or screenshot your tickets.

I can’t access e-tickets, what are the alternative options?
We can hold your tickets at the venue for collection. Just bring your order confirmation to the Box Office on the day, and we’ll print them for you. You can also request venue collection in advance by contacting our Box Office team.

Can you resend my e-tickets?
Yes. Please email: trch.boxoffice@nottinghamcity.gov.uk with your order number and full name. If you don’t have the order number, include your full name, postcode, email address, and the performance date & title. You can also call Box Office on 0115 989 5555 for assistance.

If you purchased through another ticketing agency, please contact them directly, as we can’t access their tickets.

What should I do if I lose, or forget to bring my tickets?
Don’t worry, our Box Office team will have a record of your booking and will be able to help.  You can call us on 0115 989 5555, or visit our Box Office counter one hour prior to the performance starting.

Tickets purchased directly from us can only be refunded if a performance is cancelled or rescheduled.

If a show is rescheduled and you would like a refund, you must request it before the new performance date.

For sold-out performances, we may be able to resell your ticket on your behalf, but this is not guaranteed. Please contact our Box Office team for help.

You may be asked to show ID when using a discounted ticket, for example, age-related concessions or personal assistant tickets.

For some events, ID may also be required to prevent ticket touting. If this applies, it will be clearly stated on your ticket or on the show’s information page.

Yes, View our seating plans

Tickets for cancelled performances will automatically be refunded back to the original payment method. This is usually processed within a month of the cancellation notice. Our Box Office team will contact you as soon as possible if we cannot automatically process your refund. Find out more information

Do I need new tickets for a rescheduled performance?
No, your original tickets will remain valid for the revised date (providing you haven’t requested a refund). This includes shows that have multiple performances. You will only need new tickets if you have contacted our Box Office to move seats or exchange your tickets to a different date and/or time in the performance run.

We don’t operate a waiting list. If a show is sold out, please keep checking our website, any returned tickets are released for sale online as soon as we receive them.

We don’t allow single seats to be left on their own because it reduces available seating for others. In some cases, we can override this — please contact our Box Office team for help.

Please email our Group Sales team or call 0115 989 5555 to book. 

No, we do not participate in the Theatre Token scheme and cannot accept Theatre Tokens. We only sell and accept TRCH gift vouchers, which are valid at our venue.

Ticket prices and concessions vary by show. Check the show page for pricing, and scroll to “Save Money” to see available discounts.

Creating an account lets you easily access and manage your tickets. It keeps your personal data and booking history secure and helps us provide faster, more efficient customer support if you need assistance.

If you need a carer or essential companion, register on our FREE Access Requirement Register to book a free Personal Assistant (PA) ticket.  Click here for more info

The resale of tickets for profit, including via a third party ticket re-sale site or ticket tout is against our Terms and Conditions, if we believe your ticket has been purchased via a third party ticket re-sale or ticket tout  we reserve the right to cancel tickets or refuse admission without notice and without being obliged to refund monies.

VIP information is emailed about a week before the show once confirmed by the promoter. If you haven’t received it, please contact our Box Office on 0115 989 5555 or trch.boxoffice@nottinghamcity.gov.uk. Refunds cannot be given for missed VIP goods or sessions.

The time on your ticket or on our website is the event’s scheduled start, which may include support acts. The main artist may appear later. Final running times will be published on our website and social media once confirmed.

Theatre Royal – Stalls: Off-centre seats may miss parts of the stage due to the curved rows and certain sets.
Dress Circle, Upper Circle & Balcony: Central seats may be partially blocked by handrails. Off-centre seats may also miss parts of the stage depending on the set.
Rows A & B: Views may be affected by a handrail.
We flag these seats so you know what to expect before booking.

Royal Concert Hall – On Tier 1 and Tier 2, some seats are marked restricted because they sit behind handrails.

At certain shows, a mixer desk is placed in the middle of Stalls rows R, S and T. Seats behind it aren’t usually restricted, but the desk can be a visual distraction.

We aim to give everyone the best experience, but touring shows sometimes have unique stage setups or technical needs that can affect sightlines in ways we can’t predict. For more information, please contact our Box Office team.

Yes, £2 per item. Please only bring small bags that can fit under your seat. Larger bags/suitcases over 40 x 25 x 25cm will not be permitted for safety reasons.

Find out different travel options to get to our venue on our getting here page.

Visit our accomodation page to view hotels close to our venue. 

Our security procedures are designed in partnership with the police and security services and are reviewed and updated regularly. Our team of staff receive regular training and are fully prepared for all eventualities. When you arrive at the venue, our Front of House staff may ask to search your bags.  Theatre Royal and Royal Concert Hall, Nottingham has a zero-tolerance policy on any abusive behaviour towards its staff and its customers.  If any customers are found to be abusive, either verbally or physically, they will be removed from the premises and will be unable to attend future performances. Find out more on our safety and security page

Royal Concert Hall: 

There are toilets on all foyer levels (0–5), with accessible facilities at:

Level 0 (Royal Concert Hall): Changing Places toilet for customers with complex access needs.
Level 1 (Stalls): Two accessible toilets next to Door A.
Level 3 (Tier 1): RADAR key accessible toilet next to Door C.
Level 5 (Tier 2): Step-free access toilets next to Door E.

Theatre Royal:

There are toilets located on the Stalls and Upper Circle foyers with accessible facilities at:

Stalls foyer: accessible toilet.
Upper Circle foyer: accessible RADAR key toilet.

Our foyer bars and kiosks sell a range of food and drinks. Items bought on-site can be taken into the auditorium. Drinks must be in plastic cups, and hot drinks need a lid—our staff can help. We can also provide containers for sweets to minimise noise.

We accept cash at confectionery kiosks, but we encourage contactless payments where possible.

All bars are cashless and accept card payments only.

Photography and filming is not permitted in the auditoriums during a show, unless clearly specified by performers. If you are unsure whether it is allowed, please ask a member of our Front of House team.

Children under 3 are not admitted, except for children’s shows and our annual pantomime.
For Nottingham Classics performances, the minimum age is 7.
For children’s shows, babies aged 12 months or under can attend as “babes in arms” and don’t need a ticket.
All children under 14 must be accompanied by an adult aged 18 or over.
Some shows have age recommendations for older children. When applicable, these will be listed on the show’s webpage.

What do I need to know about bringing a baby or small child to a children’s show?
For smaller children, free booster seats are available at the cloakroom of both the Theatre Royal and the Royal Concert Hall (subject to availability) which can be used on all of our fold-down seating (except in the Balcony of the Theatre Royal).

If you would like a quiet, private space to feed or change your baby, please ask to speak to our a member of Front of House who will be happy to assist you.

In order to keep aisles in the auditoriums clear, we ask that pushchairs or portable baby car seats are safely stored in our cloakroom or buggy park, for a charge of £1, during performances. These are located on the ground floor of both the Theatre Royal and Royal Concert Hall.

Do you have baby changing facilities?
Yes, baby-changing facilities are available in both venues.

Royal Concert Hall:
Level 0 (Box Office Foyer) – Changing Places toilet
Level 1 (Stalls) – Accessible toilet

Theatre Royal:
Box Office Foyer / Stalls – In both the ladies’ and gents’ toilets

We have a scheme known as the access requirement register (ARR). If you have specific access needs or require a personal assistant when attending a performance, you can apply to our scheme here https://trch.co.uk/arr/

If you require a carer / essential companion to accompany you, registering on our FREE Access Requirement Register will allow you to book a free Personal Assistant (PA) ticket for shows. A free ticket for a PA is available for any deaf or disabled person who has purchased a ticket to an event or performance and would be unable to attend without the help of their personal assistant. Click here for more info

One of the nearest car parks to our venue is Q-Park on Talbot Street. You can purchase a discounted Q-Park voucher through our website here https://trch.co.uk/getting-here/

Find out more about accessible parking here https://trch.co.uk/visiting/  

How can I book tickets that are suitable for a wheelchair user?

Both the Royal Concert Hall and the Theatre Royal have wheelchair user positions in the auditorium. Currently these can only be booked through our Box Office, either over the phone or over the counter. To avoid disappointment we recommend booking early as there is a limited number of wheelchair user positions available.

Can you store my wheelchair whilst I'm in for the show?

Yes, wheelchairs can be left with our front of house team whilst you’re in for the show. We recommend contacting our box office team if you’re looking to transfer from a wheelchair to a seat. We can then make sure that your seats are accessible, and we can inform our front of house team to expect the wheelchair on the day.

Can I take my wheelchair into the auditorium and sit in it for the show? / Can I book a W/C bay?

Yes, we sell wheelchair bays directly through the box office. Please call or email our box office team to make a booking for a wheelchair bay. We hold wheelchair bays off from the website to ensure they are being sold to the customers will the relevant needs.

For access performances, not all seats are suitable when needing to see the sign language interpreter, captions, or when using the assistive hearing systems. We strongly advise contacting our Box Office Team prior to making a booking so that we can suggest suitable seats.

I am a hearing aid user, is there an Assistive Listening system I can connect with?

Yes, We have a choice of two different systems. Hearing aid users can enhance the sound in the theatres via an infrared Sennheiser system (using headsets borrowed from the access desk) or via the Mobile Connect app (a WIFI enabled system which works in conjunction with your smartphone). Please ensure the T setting has been activated on your hearing aid prior to your visit. For audience members with a Bluetooth hearing aid we would recommend connecting (via your smartphone) to the Mobile Connect app. Please click here for further information .

Can I bring my assistance dog to the venue?

Assistance dogs are welcome in both the Theatre Royal and Royal Concert Hall. You can take your dog into the auditorium or utilise our dog sitting service. Please inform Box Office at the time of booking if you are bringing an assistance dog.

Am I able to bring a mobility device (including walkers, wheelchairs or scooters)?

We have accessible entrances for walkers, wheelchairs and scooters in both the Theatre Royal and Royal Concert Hall and you are welcome to use your mobility aid to access and transfer to your seat in the auditorium. During the performance our staff can look after your walker or wheelchair at a conveniently located access point. For those who need it, we also have a wheelchair that can be used on arrival or to access your seat – please let us know in advance if you think you may need to use this.

I may need assistance during my visit. Will someone be able to help me when I arrive?

If you think you might need assistance during your visit, please let our Box Office team know at the time of booking and we will ensure a member of staff is available to meet you on arrival, guiding you to your seat and familiarising you with our facilities. Alternatively, email trch.boxoffice@nottinghamcity.gov.uk in advance to let us know how we can help.

Do you have a Changing Places toilet?

Yes, our Changing Places toilet is located on Level 0 in the Royal Concert Hall.

A Changing Places toilet meets the needs of people with profound and multiple learning disabilities, motor neurone disease, multiple sclerosis, spinal and brain injuries, cerebral palsy, as well as older people. To use the toilet in safety and comfort, the Changing Places toilet has more space and equipment, including a height adjustable changing bench and a hoist.

This facility is available for use by customers and members of the public when the venue is open for performances and events.

Find out more about Changing Place Toilets

Will the performance contain loud noises/flashing lights/haze/gun shots?

Wherever possible we will make you aware in advance of performances containing flashing lights, loud sounds effects, use of strobe or any special effects that may be distressing. These will be displayed on the digital screens in our foyers, as well as on our website. If you have any specific concerns, please contact our Box Office who will try to give you more detailed advice about each show.

Alternatively, you may find our Relaxed performances a more suitable environment allowing you to enjoy a show with adaptations to the sound levels and lighting, and reduced pyrotechnics.

Can I bring medication or medical equipment with me?

Please feel welcome to bring medicines and specific dietary foods that you need in order to manage a medical condition. If you need to bring medical equipment with you and would like to make us aware of this, please contact the Box Office who will be happy to notify our Front of House team. If you require a more private space to administer medication, please ask a staff member who will be happy to direct you to the nearest convenient space.

Royal Concert Hall
Seats have a width of 43cm and a depth of 46cm. The armrests are 45cm apart and 21cm higher than the seat itself. The seat height is around 40cm from the floor.

Theatre Royal
Seats have a width of 45cm and a depth of 45cm. The armrests are 43cm apart and 23cm higher than the seat itself. The seat height is around 40cm from the floor.

I’d like to book tickets for an Assisted performance but the online seating plan isn’t showing any seat availability in an area that suits my needs. Am I still able to get tickets?

For Captioned, Sign Language Interpreted, Audio Described and Relaxed performances, a number of seats that are suited for those using Assisted performance services are held by Box Office and not available for online sale. This is to ensure that users of the interpreter, captions or audio description signal can access seats in the required areas of the auditorium. These seats can only be booked through the Box Office (either by phone or over the counter) or by emailing: trch.boxoffice@nottinghamcity.gov.uk 

We are currently developing our online booking process for customers attending Assisted performances and hope to be able to make these seats available for online booking soon.

You will receive a membership welcome email within 48 hours of joining which includes a personalised e-membership card. Your membership will become valid immediately.

To buy discounted tickets using your membership, log in to the website using the relevant email address and password before selecting seats. Once you have logged in, the price type ‘Member’ should appear when clicking on seats, providing membership discount is applicable to the performance and seats you are booking. By clicking on the Member price option, this will add tickets to your basket with the discount applied. You can also purchase tickets by calling our Box Office Team on 0115 989 5555.

We no longer issue membership cards. You’ll be able to access your membership benefits such as your priority /pre-sale booking periods and your ticket discounts by logging into your account online or by calling our Box Office team on 0115 989 5555 if you prefer to book over the phone.

You will receive a membership welcome email within 48 hours of joining which includes a personalised e-membership card. Your membership will become valid immediately.

When you join or renew your membership, you will receive on sale announcements by email which outline when new shows go on sale and the periods of priority booking for your membership level. During the priority booking periods the different dates will also be indicated on the show pages.

To receive our emails please go to ‘my interests’ in your account online and select ‘yes’ to receiving emails about Upcoming Shows, Offers & Latest News so you don’t miss any membership and show information.

You don’t need to enter your membership number when booking online. Your membership will automatically be recognised when logging into your account which means you can access any pre-sale bookings along with any membership discounts where available.  Please remember to log into the account associated with your membership to access these benefits.

Yes you can! Please give our Box Office team a call on 0115 989 5555 who can process an upgrade for you.

Unfortunately, this is currently not an option, but we are working on implement direct debits at some point in the future.

All memberships levels run for 12 months and the cost is per year.

When you join or renew your membership, you will receive a welcome email with details of your membership which will include an e-membership card with the expiry date of your membership. You can show this when you visit to redeem any offers. If you can’t find this email please email memberships@trch.co.uk and we will send a new version to you.

Alternatively, you can log in to your account on our website and click on the ‘my memberships’ section to show your valid membership.

Yes you can! If you’re purchasing membership for someone else as a gift, then you can purchase a membership gift voucher for the price of the membership level you would like to gift. The recipient of the gift voucher will then be able to join online, select the membership they would like and then enter the gift voucher number in the check-out process. They can also redeem their gift voucher when paying over the phone with our Box Office team 0115 989 5555.

If you are a Premium Member our Membership Officer will organise you complimentary pantomime tickets around October. However if you would like these earlier please contact memberships@trch.co.uk