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Audience information

The theatre industry across the UK has been severely impacted by the Coronavirus pandemic. Below is useful information for audiences, including frequently asked questions with further details about refunds and exchanges.


Frequently asked questions

When will theatres reopen?

● The decisions to reopen theatres will be made based on government and scientific advice on gatherings and events. Once lockdown restrictions have lifted, indoor theatres will be able to reopen again with socially distanced audiences. Find out more about this on our See It Safely page.

● Official London Theatre keeps the most up-to-date information we have on our venue pages here. If you’d like to book a show, please visit our Theatre Tickets page.

How do I find out whether a performance has been cancelled?

● You can check the individual show’s website to see which performances have been cancelled. You can find current closure dates for SOLT member theatres on our venues information page here. 

I have a ticket to a cancelled performance, what should I do?

● If the performance you booked for has been cancelled, you do not need to do anything. You will be contacted by your ticket provider to arrange a refund, exchange or credit note.

What if I still want to see the show?

● If the show you have booked for is planning to reopen, you can opt for an exchange or, with some retailers, a credit note. An exchange will change your ticket to a later date in the show’s run. A credit note can be used to rebook tickets for a date of your choice through the same retailer when the show reopens.

Can I get my money back if I have a ticket to a cancelled performance?

● Yes. All West End shows will provide a refund if requested.

● Some theatres and ticket agents are encouraging customers to opt for an exchange or credit note to help support the theatre industry in these difficult times.

What happens if I paid for my ticket with a Theatre Token?

● If you purchased through Official London Theatre, once your refund has been processed by the ticketing company, your ticket will be refunded as a Theatre Tokens eGift that will be emailed to you.

● If you paid only in part with a Theatre Token, your payment will be refunded in part by a Theatre Tokens eGift which will be emailed to you and partly paid direct to your account.

● Other retailers may refund Theatre Tokens as different payment types, so read the communications from your ticket provider carefully.

Where can I find information about online streaming and other activities theatres are doing during the shutdown?

● Here on Official London Theatre, we have put together a page for anyone still wanting to get their ‘theatre fix’ during the shutdown – this contains information about upcoming live streams, online activities and other content from theatres and shows, with links to the relevant websites. You can find all that information here.

Due to the current pandemic various venues and productions are making announcements for their individual shows. Please bear with us as we try to keep this page as up to date as possible. If you find a mistake, please let us know by emailing enquiries@soltukt.co.uk. If you click through to seat selection (where you'll see either best available or a seating plan), you will be seeing the most up-to-date prices. If this differs from what we've written on the calendar, please bear with us, as those prices will update soon.

We now sell our famous TKTS Booth discounts online here at Official London Theatre.

We are now cancelling all performances up until and including 31 May 2020 to help us process existing bookings whilst we wait for further clarity from the government in terms of when we will be able to reopen.

We are so sorry that in these testing and difficult times you are not able to enjoy the show you have booked for and hope the following helps clarify next steps in respect of your tickets .

There is nothing that you need to do if your performance has been cancelled, but we do ask for your patience.

If you have booked directly with the theatre or show website for an affected performance, please be assured that they will contact you directly to arrange an exchange for a later date, a credit note/voucher or a refund. If you have booked via a ticket agent they will also be in contact with you directly.

We are processing in strict date order of performance, so you are likely to be contacted after the date you were due to go to the theatre. However, we want to reassure you that you will be contacted, and your order will be processed, but please do bear with us.

We’d like to thank everyone who has been patient and kind in dealing with their ticket providers so far and we are sorry that we cannot process your order as quickly as we would like.

Please do not contact your credit card company as that will slow the process down and put an additional burden on our box office and ticket agent teams.

In order for us to serve our audiences the best we can, please do not get in touch with your point of sale if you have booked for performances after 31 May. Please be reassured that if we have to cancel future performances you will be directly contacted by your theatre or ticket provider. Our producers continue to plan for all eventualities dependent on the individual needs of their shows and we will provide further updates on specific shows as and when they become available.

We look forward to welcoming you back into our theatres as soon as we are allowed to resume performances. In the meantime stay safe and healthy.

For more than 40 years, TKTS was our on-the-day theatre ticket box office in Leicester Square. Currently closed due to the current situation, we are now selling our great last minute seats and prices online. Click here to learn more.

While theatres are currently closed, various venues and productions are making announcements for their individual shows, including cancellations and rescheduled performances. Please check with the individual shows for details.