Frequently Asked Questions
What are your current Covid-19 safety measures?
Please be assured that your health and safety is our highest priority. To help keep everyone safe, we have measures in place throughout the Theatre Royal & Royal Concert Hall which follow the latest Government guidance.
Flexible Booking Policy
If you or anyone you live with displays symptoms associated with Covid-19, or if you are required to self-isolate, we will offer you an exchange or refund up to 24 hours before the performance. If the performance you are planning to attend is within the next 24 hours, please call us on 0115 989 5555 to discuss your options with our Box Office team.
From 19 July, we will be able to open at full capacity so you will be sitting next to other people.
Our front of house team will help you navigate safely around the venue, and will encourage everyone to maintain a safe social distance when queuing and moving around the theatre. You may need to pass someone to take your seat – to mitigate risk we recommend you wear your face covering and face forwards as you move along your row. For transactions we will encourage you to use contactless payment, whenever possible. At the end of the show, our front of house staff will guide you to the nearest available exit.
To reduce queues and bottlenecks in the foyer, we will be selling e-tickets only for all forthcoming events. These will be emailed to you in advance. We will scan your tickets on entering the auditorium, either on your mobile device or, if you prefer, a copy you have printed at home. For customers without an email address, please call us on 0115 989 5555 to discuss the options available to you.
In line with government guidance, we strongly recommend that you continue to wear a face covering during your visit. People are still expected to continue to wear face coverings in busy public places, so this will be particularly important when moving around inside our venue or circulating in foyer spaces. Our staff will be wearing them, too. If you are exempt from wearing a face covering, you may wish to wear an exemption lanyard.
We have increased levels of ventilation in our foyers and both auditoriums.
Enhanced cleaning will take place regularly throughout the venue. This will focus on high frequency touch-points such as doors, door handles, handrails, barriers and taps. Our toilet facilities will have enhanced cleaning regimes in place throughout the day.
Hand Sanitiser and Hand Washing
Please use hand sanitiser when you enter and exit the venue. We also encourage you to wash your hands regularly. There are hand sanitizer stations and hand washing facilities throughout the venue.
Test and Trace
We will have QR codes displayed in our foyer areas if you wish to check in on arrival using the NHS COVID-19 app.
Food and Drink
Our foyer sales counters and bars will offer a range of food and drinks for you to purchase. You can find out more here. We will encourage you to use contactless payment, whenever possible. Food and drink that has been purchased from our bars and sales counters can be taken into the auditorium. You can remove your face covering to eat and drink. To minimize your contact with others, queue management systems may be put in place during busy periods. Our staff will be there to help and guide you.
Keep Your Possessions With You
To limit physical contact, our cloakrooms will remain unavailable for now. Bags and items must be carried with you, so please try to bring a minimum amount of possessions to the venue.
PPE & Training
Risk Assessments will continue to be carried out in line with the latest Government guidelines. You can view our current Risk Assessment here and the latest government guidance for events and attractions here Our team will continue to wear personal protective equipment (PPE), i.e. face coverings. To ensure your safety, everyone on our team – staff, contractors and visitors – will be kept up-to-date on how we are using and updating safety measures through regular communication and training.
What is an e-ticket, and will original paper tickets still be valid?
We are now providing e-tickets for all events.
What is an e-ticket, and how will I receive it?
An e-ticket is a PDF document with a QR code, which contains the same information as a paper ticket.
When you book for an event, we will send a confirmation email and an email entitled ‘Your tickets from the Theatre Royal & Royal Concert Hall’ with your e-tickets attached as a PDF.
How do I use an e-ticket?
When you arrive, open the PDF on your smartphone and a member of the Front of House team will scan your e-ticket. Please ensure that the screen brightness is all the way up to help the scanners pick up the QR code.
If you like, you can print a paper copy at home and bring it with you.
Why have you changed to e-tickets?
E-tickets will help to reduce queues and bottlenecks in our foyers, speed up entry into the auditorium, and reduce close contact. E-tickets are stored safely on your smartphone, and are easy to find and use. E-tickets also reduce our environmental impact.
I have paper tickets for a forthcoming show. Are they still valid?
You will need e-tickets to replace your original paper ones. We will contact tickets holders to arrange these replacements.
My e-tickets haven’t arrived yet, what should I do?
You should receive your e-tickets within an hour of purchase. If you haven’t received them within 24 hours, please check your junk mail folder, and if they’re not there, call our Box Office team on 0115 989 5555 or email firstname.lastname@example.org
To avoid your e-tickets being sent to your junk mail folder, you could consider adding our email address email@example.com to your ‘Safe Sender List’. That way, you’ll always receive our messages in your inbox. You can search online to find out how to do this.
I don’t think my email address is on record, so how will I get my e-tickets?
We have an email address on record for the vast majority of our customers, and we will be in direct contact with ticket holders who have not registered an email address with us. However, if you have any concerns, please do call our Box Office team on 0115 989 5555 or email firstname.lastname@example.org
I don’t have a smartphone or an email address, can I still book tickets with you?
You are still very welcome to book with us. Please call our Box Office team on 0115 989 5555 to make your booking and we will advise you of the options available.
What are your opening times?
Theatre Royal & Royal Concert Hall
The building will open 1 hour before an event or performance is due to start.
Box Office call centre
Monday to Saturday 10am to 8pm – 0115 989 5555.
Box Office counter
Please note our foyer Box Office counters will only be open 1 hour before a performance. If you have a booking enquiry outside these opening times, you can contact us on 0115 989 5555 or email email@example.com
Can I get a refund on my tickets or exchange to another show?
If you or anyone you live with/in your support bubble displays symptoms associated with Covid-19, or if you are required to self-isolate following Government guidance, please do not visit the Theatre Royal & Royal Concert Hall.
Under these circumstances, please call our Box Office team on 0115 989 5555 to request an exchange or full refund up to 24 hours before the performance you are attending. If the performance you are planning to attend is within the next 24 hours, please call us on 0115 989 5555 to discuss your options with our Box Office team.
If an event is cancelled for any reason, we will be in contact with you to outline your options which will include a full refund.
For more information about refunds and exchanges, please look at our Terms & Conditions.
What should I do if I lose, or forget to bring my tickets?
Tickets for all forthcoming events will be emailed to you in advance as an e-ticket. We will scan your tickets on entering the auditorium, either on your mobile device or, if you prefer, a copy you have printed at home.
If you have problems accessing your e-tickets, please 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 from one hour prior to the performance.
What are your current security measures?
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 and you may be asked to show your ticket throughout your visit.
Can I take coats, bags or luggage into the auditorium?
To limit physical contact, our cloakroom will be unavailable for now. Bags and items must be carried with you, so please try to bring a minimum amount of baggage to the venue. In order to keep aisles in the auditoriums clear, carrying bulky items such as luggage or children’s pushchairs will not be permitted.
Where can I find toilets during my visit?
Royal Concert Hall: there are toilets on all foyer levels 0-5 with accessible toilets on the following levels…
On Level 0 in the Royal Concert Hall we have a Changing Places Toilet facility, specifically designed for customers with more complex access needs. Find out more here
Level 1, Stalls – two accessible toilets (located next to door A)
Level 3, Tier 1 seating – a RADAR key accessible toilet (located next to door C)
Level 5, Tier 2 seating – step-free access toilets (located next to door E)
Theatre Royal: there are toilets located on the Stalls and Upper Circle foyers with accessible toilets on the following levels…
Stalls foyer – an accessible toilet (located close to Yarn bar)
Upper Circle foyer – an accessible RADAR key toilet
Can I take food and drinks into the auditorium?
Our foyer sales counters and bars offer a range of food and drinks for you to purchase. You can find out more here. Food and drink that has been purchased from our bars and foyer kiosks can be taken into the auditorium. All drinks must be decanted into plastic glasses and hot drinks will need a lid – our Front of House and Bar staff will be happy to help with this. Containers can also be provided for sweets and confectionary to minimise noise in the auditorium.
Am I able to take photos or film in the auditorium during a performance?
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.
Are children and babies allowed to attend performances?
With the exception of children’s shows and our annual pantomime, we do not admit children under the age of 3 years old. (This age is increased for performances in our International Concert Season, where we do not admit children under the age of 7).
Children under 14 years old must be accompanied by an adult aged 18 or over whilst visiting our buildings to ensure their safety at all times.
Some shows are only suitable for older children so may also have an age recommendation, which you can find in our brochure or our web page for individual shows when applicable.
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 Duty Manager 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. Please note that our cloakroom will be closed for socially distanced performances.
If you are bringing a child aged 12 months or under to a children’s show or our pantomime, and the child does not need their own seat (a babe in arms) the child must have a £1 Baby Ticket – these can be purchased from the Box Office.