Booking & Tickets
Frequently Asked QuestionsDo I need an account to book tickets?
Yes. You’ll be prompted to create an account when you book online. This allows you to access your tickets, view past bookings and update your preferences.
How do I reset my password?
Click “Sign In” and select “Forgot Password”. You’ll receive an email with a link to reset it.
Can I choose my own seats?
Yes. Most events allow you to select your seats on our interactive seating map. Some events are unreserved, which will be clearly stated at checkout.
Can I return or exchange my tickets?
If you can’t attend, we can exchange your tickets or credit your account if you contact us at least 24 hours before an event. An exchange fee may apply. Refunds are only issued if a performance is cancelled.
I haven’t received my tickets. What should I do?
Your e-tickets are emailed immediately after booking. If they’re not in your inbox, check your junk folder or log in to your account to download them. You will also receive a pre-visit email 7 days before your event and a text on the day of your event with a link to your digital ticket.
Do you offer ticket refund protection?
Yes. You can add protection during checkout. A third party provides this service and covers specific circumstances such as illness, injury or travel disruption.
How do I make a claim with ticket protection?
Claims are managed directly by our protection provider. Visit our Protect Your Tickets page for full details and start your claim.
Do you accept Theatre Tokens?
Yes. Theatre Tokens can be used by phone or in person for most performances.
What payment methods do you accept?
We accept credit/debit cards, American Express, Apple Pay, Google Pay, Theatre Tokens, WTM gift vouchers and WTM credit. Cash payments are available at the Assembly Hall (pre-show) and Connaught Theatre Ticket & Sales Offices. Please note the Pavilion Theatre Ticket & Sales Office is cashless.
Do you offer group or school rates?
Yes, for selected events. Group rates usually start from 10+ tickets. Schools can reserve seats and pay later. Please contact the Ticketing & Sales Office
Can I reserve tickets?
Tickets must be paid for at the time of booking unless you are a school or community group with a pre-arranged reservation.
What happens if a show is cancelled?
If an event is cancelled, we will contact all bookers with options, including a full refund, account credit, or an exchange.
What happens if a show is rescheduled?
Your tickets will be valid for the new date. If you can’t attend, contact us to arrange an exchange or credit.