Frequently Asked Questions
Frequently Asked Questions
To help make your visit as comfortable and hassle-free as possible, we thought you might like to see answers to some of our customers' most frequently asked questions. If your query relates to access for people with disabilities please click here.
Is the box office open on Sundays?
If there is a performance in the Royal Concert Hall or the Theatre Royal on a Sunday, the venue's box office will be open one hour prior to the performance for ticket sales for that day only.
I know the main box office for both venues is in the Royal Concert Hall foyer. Does the Theatre Royal have a box office, too?
There is a box office counter in the Theatre Royal's stalls foyer which is open one hour prior to performances for sales and ticket collection for that day's performance only. Tickets for all other performances can be purchased in person from the main box office in the Royal Concert Hall foyer 9am - 8.30pm Monday to Saturday more info.
I sometimes suffer from vertigo. Where will I be most comfortable within the auditorium?
If you suffer from severe vertigo you might find the stalls or dress circle more comfortable than seats in the upper circle or balcony in the Theatre Royal. Similarly, you might prefer to sit in the stalls or Tier 1 rather than Tier 2 of the Royal Concert Hall. If you have concerns, please call our box office on 0115 989 5555, email us, or pop in.
Are there any seats in the Theatre Royal that have limited leg room?
Due to the historic design of the Theatre Royal, leg room may be slightly restricted in parts of the Upper Circle. If you are concerned that this might be an issue for you, please contact the Box Office on 0115 989 5555 or email us and we will advise you of your best seating options.
When I book tickets online I can't view the seating plan. How do I resolve this?
Users accessing the website via Internet Explorer may be unable to view the seating plan when the 'Compatibility View' option is active. Switching this off will resolve the issue. The easiest way to switch off the Compatibility View option is click once on the button located next to the address bar which looks like a torn in half piece of paper. Alternatively, you can go to the tools menu within Internet Explorer and click on 'Compatibility View'. The seating plan should load immediately.
I would like to buy seats in a box but I can't buy them online. How can I purchase them?Boxes and bench seats are available to purchase for selected performances in the Theatre Royal and the Royal Concert Hall. To find out more or to purchase these seats please call our box office on 0115 989 5555, email us, or pop in.
Why are end of row seats sometimes cheaper?
Depending on whether there might be a slightly restricted view of the stage, some end of row seats will be priced at a cheaper rate than more centrally located seats. To get advice on specific seats or performances please call our box office on 0115 989 5555, email us, or pop in.
If there is a mixer desk located in the Royal Concert Hall stalls area will this affect my view of the stage if I sit directly behind it?
Some concert events may have a mixer desk located in the centre stalls which on rare occasions might cause a restricted view to a small number of customers seated behind on rows T to Z. We will endeavour to inform you in advance if this is likely to be the case. If you would like advice on specific seats or performances please call our box office on 0115 989 5555, email us, or pop in.
Why do you request my contact details when booking tickets?
It is important for us to have up-to-date contact details so that we can let you know of any changes to the show or seating location, including postponements, cancellations and time changes.
Can I get a refund on my tickets or exchange to another show?
As stated in our terms and conditions of sale tickets can not be refunded once purchased. Tickets can only be exchanged between different performances of the same show, subject to availability; there is a £2 per ticket administration fee for this service. Tickets can not be exchanged to alternative shows.
I can't attend the show because of unforeseen circumstances (e.g. due to bad weather), can I have a refund?
No refunds will be offered if the performance goes ahead as scheduled. You can see our full terms and conditions of sale here.
Is there an age limit for people attending shows at the Theatre Royal or Royal Concert Hall?
All children under 14 must be accompanied by an adult aged 18 or over whilst within the venue. We will advise you of any age restrictions for specific shows when you book and details will be available on our individual website show pages. Whilst we are happy to offer advice on age recommendations and show content, it is at the discretion of the parent or guardian to decide if a performance is suitable for their child.
Do I have to pay full price for my child?
We offer discounts to Under 16s for a range of shows at both our venues. These discounts, where offered, are listed on our individual website show pages and in our season brochures. Where discounts do not apply then children will pay full price. On selected performances we offer a £1 Baby Ticket for babes in arms. For advice or to purchase a Baby Ticket, please call our box office on 0115 989 5555, email us, or pop in.
What should I do if I lose my tickets?
If you lose your tickets please contact the Box Office on 0115 989 5555 with the details of your booking. In most circumstances we will be able to reprint your tickets at the discretion of the Box Office Management. Reprinted tickets will be held for collection at the Box Office and should be collected by the person who originally booked the tickets. Please ensure you have ID with you when collecting.
What do I do if I have a problem or query on the night?
Your enjoyment during your visit to our venue is our top priority. If you have a question, problem or query whilst you are here please speak to a member of our front of house or box office staff as soon as possible and they will be happy to assist you.
I purchased tickets in advance but have been asked to move. Why is this?
As stated in our terms and conditions of sale, in the rare event of unforeseen circumstances, it may be necessary for us to offer you alternative seats to those you have booked. Wherever possible we will aim to inform you of any changes at the earliest opportunity and move you to the best available seats in the same or higher price category. We will only move you if absolutely necessary or if we think the alternative seats will offer you a better view of the performance.
In the rare event of this happening, we will liaise with you every step of the way to ensure you are as satisfied as possible with any changes to your original booking.
Will I be allowed in if I am late for a show?
You will still be admitted if you arrive after the scheduled start time, however, you may be asked to wait until a suitable break in the performance before being seated in the auditorium.
Why did the show start later than it says on my ticket?
Whilst we make every effort to ensure that the advertised start time for shows is correct these can sometimes vary. Where the start time is earlier or significantly different to that advertised we will make every effort to contact you in advance of the show. Any last minute changes will be highlighted on our individual website show page, Facebook and Twitter pages.
Some shows may have a support act prior to the main act coming on stage. The Box Office will be able to advise if this is the case in the days before the show or you can check the individual show page on this website.
Can I take drinks into the auditorium?
For some shows drinks can be taken into the auditorium, but not all. Please ask a member of our front of house team or bar staff on the night of the performance.
Will there be strobes, smoke or flashing lights used during the performance?
Wherever possible we will make you aware in advance of performances containing strobe, smoke and flashing lights. If you have concerns, please call our box office on 0115 989 5555, email us, or pop in.
Is the sound level of the performance monitored?
The sound levels produced during some performances can be high compared with those normally experienced during day-to-day life. Sound levels within both our venues are closely monitored to ensure that they alone should not cause any damage to your hearing. If you are concerned about your personal noise exposure risk, earplugs are available at the cloakroom / kiosk for a nominal charge.
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