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For the safety of all our audiences and staff, as a condition of entry we require you to wear a face mask whilst you are in the Theatre Royal (exemptions apply) 

FAQs

Making a booking

Are tickets for Newcastle Theatre Royal sold through other parties?

On occasion there may be an official third party ticketing agent for a performance, however we advise against buying from unofficial vendors or online marketplace sites to avoid disappointment. We encourage customers to buy directly from the theatre. We accept no responsibility for tickets or services purchased via an agency or third party, including group bookers.

 


Can I add an extra ticket onto an existing order?

You can add an additional ticket to an existing order. If there isn’t an additional seat directly adjacent to your party we can re-seat your whole party subject to availability. Please email boxoffice@theatreroyal.co.uk and our team will assist with your request.


Can I bring my children with me?

Please check the age guidance for the specific production you are planning to attend as it can vary depending upon the show.

For certain shows, children aged 2 and under are welcome, on purchase of a £2.00 Babes in Arms ticket, and are required to share a seat with a member of your party. We must include all individuals in our total auditorium capacity for safety reasons. Babes in Arms are not permitted in the Amphitheatre or Gallery.

For all other performances, children under 3 cannot be admitted to the auditorium and Babes in Arms tickets will not be available. Anyone over the age of 3 is required to have their own paid for ticket. Please see individual show pages for details of any concessions or family tickets available.


Can my child attend the theatre on their own or with friends?

All children aged 13 years and under must be accompanied by a responsible adult (aged 18 +) at all times.

Any published advice about age suitability for any productions is offered as a guide. It is the responsibility of the parent/guardian to determine the suitability of the event for their child.


Do you offer stand-by/discounted tickets on the day of a show?

There are no standby/discounted tickets available on the day, the earlier you book we guarantee you will pay the lowest prices.

Details on any concessions can be found here


How can I book seats in a box?

Boxes can be purchased by sending an email to boxoffice@theatreroyal.co.uk with your request and the team will be happy to help.


How can I book tickets?

The quickest and easiest way to book tickets is on the website – select the production of your choice from the What’s On section.

Our box office team can be contacted via email boxoffice@theatreroyal.co.uk and will be available to respond to your queries (not booking requests) Monday – Friday.

Telephone lines will re-open on Thursday 20 May and will operate Monday – Friday 10am – 6pm until Monday 12 July when they will be open 10am – 8pm. Please call 08448 11 21 21*.


Do you take cash?

We are now cashless and do not accept cash. All of our sales points are equipped with contactless payment PDQ terminals.


I am trying to book online and have forgotten my password. What should I do?

Please go to our website and attempt to log into your account, then select the ‘forgotten password’ link and you will receive an email with a link that will then allow you to select a new one. If you do not receive an email or the link is not working please email boxoffice@theatreroyal.co.uk and a member of the team will be able to assist you.


I have a disability and have specific requirements to enable me to attend the theatre - can I book on the website?

Yes you can book on our website. There is lots of useful information on our Access page to assist you with planning your visit. At the moment, it is not possible to book wheelchair accessible spaces on the website, although we are working on developing this facility. Our team can be contacted via email access@theatreroyal.co.uk, telephone on 0191 594 6619 or by using the text relay service 18001 0191 244 2596.

We also have an Access Membership Scheme which is free to join.

 


I have not received confirmation of my booking what shall I do?

Please check your junk folder as the confirmation email may end up there by mistake. To prevent this happening please add no-reply@theatreroyal.co.uk to your safe senders list. If you are unable to locate a confirmation email in this folder, please email boxoffice@theatreroyal.co.uk for further assistance.


I need some help with my booking – who should I contact?

Before contacting the box office please take a moment to read these FAQs and further information on our website. If you can’t find the answer you need, please email boxoffice@theatreroyal.co.uk and a member of the team will get back to you as soon as possible or call 08448 11 21 21*.


I want to make a group booking – how can I do this?

To find out more about booking for a group of 10+ people, please visit our Groups page for further information.


I want to see the star performer – can you guarantee they will be appearing when I attend?

Whilst we are unable to guarantee the appearance of any particular artist which is always subject to illness or holidays we will, where possible, highlight any performances when a star performer is scheduled to be off so customers can book an alternative date if preferred. On rare occasions there can be unplanned reasons for performer absence when an understudy will take up the role so the show can go ahead as planned.  Please note, casting may only be announced after a show has gone on sale.

 

 


What does ‘Audio Described/Captioned’ mean?

This means you have booked for one of our accessible performances. These performances are open to all customers and provide additional services to hearing or visually impaired audience members. More information about our accessible performances can be found here.


Where is the box office located?

The box office is located inside the theatre in the Stalls foyer. Due to COVID-19 we are not offering a counter ticket booking service until further notice.


Which row is the front row of the stalls?

Due to the nature of live productions, the front row of the stalls may be subject to change even after tickets go on sale, without further notice.


Can I bring my assistance dog to the theatre?

Yes, assistance dogs are welcome at the theatre. You can keep your dog with you in the auditorium (although it can sometimes be loud depending on the show), or we offer a dog sitting service. Take a look at our Access page for more information and to get in touch to make arrangements (Link to Access page).


When will the Theatre Royal re-open and performances resume?

We will re-open on Monday 12 July with a socially-distanced performance of SIX. Please check our website and social media pages for any further updates.


How do you store my data?

Newcastle Theatre Royal is committed to protecting your privacy and data. We will use the information that we collect about you in accordance with the General Data Protection Regulations 2018 and the Privacy and Electronic Regulations 2003. For further information please see Our Data Promise.

Any data collected solely for the purposes of Test and Trace will be held securely for 21 days and then destroyed.


Will the theatre seating be socially distanced?

We will re-open with a socially-distanced performance of SIX (Mon 12 – Sat 17 Jul). From Mon 19 July we are permitted to open at full capacity.


I haven’t been vaccinated, can I still attend a performance?

There is currently no requirement to be vaccinated to attend a performance. We will provide updated information on the website and in emails in the days before your visit. Check back again soon for any updates.


Do I need to take a test before I attend the theatre?

There is currently no requirement to take a test to attend a performance. We will provide updated information on the website and in emails in the days before your visit. Check back again soon for any updates.


How will I know if there have been any changes to requirements for the performance I am attending? 

We keep our COVID-19 Secure measures under review and will update our procedures in line with any new guidance or requirement issued by local or central government. We will send information about your visit in a pre-visit email a few days before the date of the performance you are attending. You can also check the website Your Safety section for any updates.


Your tickets

I can’t attend the performance, can I give my ticket to someone else?

For COVID-19 Test and Trace it is essential we have the details of all attendees (16+). You will be sent more information about how to provide this information in the weeks prior to your visit. If anyone in your party is no longer able to attend in the days before the performance please contact the box office so we can update your booking details.


I don't have an email address or smart phone - can I still receive my tickets by post?

Whilst the majority of people will like the convenience and contactless nature of mobile tickets we understand this isn’t an option for all customers. If you have an email address but don’t have a suitable smart phone/tablet then there will be an option for you to print tickets at home. View Ticket Printing Instructions.

For individuals who do not have access to an email address or smart phone/tablet, we can post tickets to you, please contact the Box Office on 08448 11 21 21. However we will not be able to post any tickets until our staff have returned to the building and normal operations have resumed; there will be a charge for this service.


I have a mobile ticket (with a QR code) – do I have to collect an actual theatre ticket?

We are moving to mobile ticketing and this will allow you to gain entry to the theatre so you do not need a paper ticket. Show your mobile ticket on your device to staff at the doors and we will scan using our contactless scanners. Please ensure your device is charged before coming to the theatre so you can retrieve your tickets.


I have deleted my email with the ticket attachment what should I do?

You can retrieve your mobile tickets from your online account. Simply log in and go to the ‘My Account’ section of our website, view your ‘Upcoming Events’ and you will be able to download your tickets.


I've lost my tickets, will I still be able to get into a performance?

If you have lost your tickets and are unable to retrieve them from your account please email boxoffice@theatreroyal.co.uk as soon as you can ahead of the performance. The staff on the front doors will not be able to admit you without a ticket and may not be able to quickly verify your booking as it can be very busy just before the show starts.


When will I receive my tickets?

We will be issuing mobile tickets for all bookings in line with Government and UK Theatre Covid-19 guidelines. You will be sent an email confirmation straight away after completing the booking, tickets will be emailed separately closer to the date of the performance.

Your tickets will be an email with a QR code. There is no additional charge for this and tickets do not need to be printed; simply present your device to show the QR code to our staff when you arrive.

 

 


Cancellations, rescheduled performances, refunds and exchanges

Can I cancel my booking?

We will not issue a refund, exchange or credit as per our terms and conditions of purchase (excluding Friends or Advantage members) should you wish to cancel your booking, unless the reason for your cancellation is covered by our COVID-19 Guarantee.

‘Book with Confidence, Exchange with Ease’. If you are displaying COVID-19 Symptoms or are required to self-isolate on the date of the performance, all tickets in your booking will be exchanged or a credit issued up to 24 hours prior to the performance.


Can I exchange my tickets?

At the management’s discretion, tickets may be exchanged up to 24hrs before a performance, subject to availability. Tickets must be for the same production and any difference in price must be paid, plus a per ticket exchange fee.


The performance I am booked to attend is still scheduled to go ahead as planned but I don’t want to attend anymore due to COVID-19 – can I get a refund, exchange or credit?

We are not rescheduling or cancelling performances unless we are sure that it will not be possible for them to go ahead. If the performance you have booked for has not been rescheduled or cancelled, then we will not issue a refund, exchange or credit as per our Terms & Conditions (excluding Friends or Advantage members).


What happens if the performance I am booked to attend is cancelled or rescheduled to another date?

Wherever possible we will reschedule performances that cannot go ahead due to COVID-19 to a later date, so our audiences won’t miss out on fantastic shows.

If the performance you are booked to attend cannot go ahead as planned, you will receive an email providing you with options including transferring to the new dates, credit note or refund as applicable.

Wherever possible, you will be offered the equivalent day, time and seats for the rescheduled performance with no change in price and any specific access requirements will of course be applied to the booking. There may be occasions when it is not possible to offer like for like transfers; we will do our best to accommodate you to a performance as close to your original booking as we can. We will honour the original ticket price unless the seat price is lower, where a refund will be given for the difference in price.


Arriving at the theatre

Can I store my bike at the theatre?

There are lots of bike racks near the theatre and around the city centre, however there is no facility for storing bikes at the theatre itself.

 


Do all of my party need to arrive together?

Yes. In line with Test and Trace requirements we must be able to verify all attendees are present before the party is admitted to the theatre. The lead booker will have the party mobile ticket which must be scanned at the entrance.

 

 


Do you have a car park?

Newcastle Theatre Royal is a city centre venue and there is lots of parking close to the theatre. More information can be found here


Do you have a cloakroom?

We do not have a cloakroom or storage facility for larger items such as luggage and shopping bags and so we ask that you bring only what you need to the theatre. Certain items are not permitted in the auditorium – please see our Terms & Conditions for full details.

Wheelchairs and other mobility aids will be stored in designated locations by the venue team, but please be aware these areas are not staffed.


Is there somewhere I can leave my buggy during a performance?

There is no cloakroom or storage for large items at the theatre. With the agreement of the Duty Manager buggies are left at customers own risk in assigned areas.


What time can I arrive?

We have allocated specific arrival times for each booking to minimise delays at the entrance to the theatre. Check your ticket for arrival times as these will vary depending upon the show.

Generally, the main theatre doors will open 1 hour before the show starts, and auditorium doors open 30 minutes before the show starts (subject to change depending on the production).


Will I be allowed in to the auditorium if I am late?

We are usually able to seat latecomers at a suitable break in the performance. The policy does vary depending on the production so please be aware that it may not be possible to admit you if you arrive late. We cannot guarantee that latecomers will be positioned in the seat that was booked until after an interval to minimise disruption to the performers and other audience members.


How do I use the free metro travel with my ticket?

You can travel for free via Metro, to and from the theatre, with your theatre ticket (up to two hours before and after the performance) – more information on how to do this with your mobile ticket can be found here


Do I need to wear a face mask to attend a performance?

It is recommended that face masks and coverings should be worn in most public in-door settings and for the safety of our audiences and staff we require a face mask and covering to be worn whilst you are in the venue. You may remove your face mask or covering whilst you are seated in the auditorium if you wish to consume food or drinks. Food and drinks may not be consumed in any other area of the theatre.

We review and update information regularly and will send important information to bookers about their visit in the days before the performance.


I am exempt from wearing a face mask, do you need proof?

If you have an exemption you do not need to provide proof of this, but it may be helpful to wear a Sunflower lanyard, carry an exemption card or to accept one of our discreet Theatre for Everyone stickers at the entrance so our staff will then know not to approach you about not wearing a face mask inside the theatre.


Will you take temperatures at the entrance to the theatre?

We currently do not plan to take temperatures at the entrance to the theatre, however we wait for further guidance from the government on any specific requirements for our industry. We will provide updated information on the website and in emails in the days before your visit. Check back again soon for any updates.


Do I need to provide my details for Test and Trace?

From Monday 19 July, customers will not be required to provide their details for Test and Trace however we do recommend that you check in to the venue and the NHS QR code will be displayed for you to scan using the NHS COVID-19 app.


I don’t have the NHS COVID-19 app, will I be refused entry?  

Not everyone has the app or a smartphone compatible with the app but we encourage everyone who can use the app to do so. QR codes will be displayed at entrances.


At the theatre

Do you have booster cushions available for children?

Due to COVID-19 we are not providing booster cushions until further notice.


How do I put someone forward to get chosen to go up on stage during the panto?

Audience members are chosen at random by the visiting company and the actors – if you are keen to have the chance to get on stage then book seats in the stalls.


How do I request a shout out for panto/another show?

Unfortunately due to the volume of requests that we receive and the impact this can have on performance running times we are unable to accommodate shout outs.

 

 


How long is the performance?

Each production will be different, and when we know the running times of the performance we will publish this on our website. We also display this information the theatre at each performance and staff will be able to provide this information too on the day.


I have a disability and have specific requirements to enable me to attend the theatre – where can I find out more information?

There is lots of useful information on our Access page to assist you with planning your visit and you can contact our team with any queries and to assist with your booking via access@theatreroyal.co.uk, dedicated access line 0191 594 6619 or text relay service 18001 0191 244 2596.

We also have an Access Membership Scheme which is free to join.


I’d like to send a member of the cast a card or a gift – how can I do this?

For COVID-19 safety reasons we are not currently accepting cards, gifts or personal deliveries for cast members.


Is there a dress code at the Theatre Royal?

We do not have a dress code at the Theatre Royal. We just recommend that you wear something comfortable. We do not have a cloakroom so if you bring a coat you will need to keep it with you at all times.


Is there a lift at the theatre?

Yes. We have a lift in the foyer, but please be aware that during busy periods the lift can be in high demand and so priority use goes to disabled customers or those with reduced mobility.


What safety measures do you have in place?

For details on all of our safety measures, including information on what we have put in place to ensure we are COVID-19 secure as well as all our other safety measures can be found here.


During your visit

Can I take photographs in the auditorium?

Photography and recording equipment is prohibited in the auditorium due to copyright law and to minimise any disturbance to the performers and other audience members.


I know I will need to leave the performance early, is this ok?

If you know you need to leave early, please speak to a member of staff before the start of the show or at the interval and we will do our best to try and locate you to an aisle seat to you can slip out easily.


If I leave during the performance, will I be allowed back to my seat?

If you need to leave the auditorium during the performance there may be a short wait before you can be readmitted at a suitable point. We will assist you back to your seat as soon as possible. For safety reasons customers are not permitted to stand in the aisles.

If you need to the leave the theatre building during the performance, please ensure you have your ticket or a Theatre Royal pass with you as it will not be possible to readmit anyone without a valid ticket. Bag checks will also be in operation upon re-entry. Speak to a member of staff before you leave and they will be able to assist.


Will there be extra handwashing facilities available?

There are hand sanitiser dispensers throughout the building and all toilets will be well stocked with soap for handwashing.


Will there be other changes inside the theatre due to COVID-19?

Please visit the Your Safety page on our website for the latest information and guidance. Further information will be displayed in the building and staff will be on hand to welcome and support your visit throughout.


What should I do if I or a member of my party feels unwell during our visit?

Staff will be on hand throughout your visit, and our first aiders have received COVID-19 Secure first aid training. If you feel unwell, please tell a member of staff and we can provide a private space for you to sit whilst you recover (non COVID symptoms) or make arrangements to get home safely.


After your visit

Can I get an autograph or meet a member of the cast after the performance?

For COVID-19 safety reasons autographs and cast meet and greets are not permitted until further notice. We request that customers do not approach performers and ask for autographs or photos.


How can I provide feedback about my visit?

If you have feedback while you are at the theatre, please speak to a member of staff or, following your visit please complete a Feedback form.


I’m collecting someone for the theatre, can I wait in the foyer?

For safety and security reasons we do not permit non-ticket holders to wait in the foyer to collect others watching the show.

If you need to provide assistance to someone who has specific accessibility requirements, please contact us in advance at access@theatreroyal.co.uk so we can best facilitate this visit.


Who can I contact regarding lost property?

Please complete a Feedback form to report a lost item.


What should I do if find out after visiting the theatre that I have COVID-19 or have been in contact with someone with COVID-19?

You do not need to contact the theatre but should inform Test and Trace that you have recently attended the theatre and follow their instructions. Test and Trace will then contact theatre management directly if required.


Will you contact me if there is a confirmed case of COVID-19 at the Theatre on the date and time of my visit?

No, we will not contact customers directly in line with Test and Trace procedures and GDPR. In the event of a confirmed case of COVID-19 anyone who has attended the theatre on the contact date will be informed by Test and Trace or receive a notification on the COVID-19 app.


Food, drink and merchandise

Can I bring my own food and drinks to the theatre?

We have a great range of drinks, snacks and confectionery at the theatre, and ask audiences not to bring their own to the theatre. The sales of drinks, snacks and confectionary are an essential part of our income and enable us to continue bringing the best productions to Newcastle so we encourage visitors to buy from us.

Alcohol, cans, glass and ceramic are strictly prohibited. Please see our Terms & Conditions for further information.


Can I buy a programme for a show I attended last week?

We monitor stock levels and order very carefully so often don’t have programmes left at the end of a production. If we still have stock available then yes you can buy a programme.  Please contact us with your request using our Feedback form and we will take a look at your request.

 

 


Can I buy show merchandise online/outside of show performance times?

For most shows, merchandise is not available online as it arrives with the production usually no more than 1 or 2 days before the first performance and is packed up with the production very quickly after the last performance. Kiosks open 1 hour before the performance.

We are in the process of developing the facility to buy some merchandise items online and using a pre-order app. Check back again soon.


Can I pay by debit/credit card for purchasing sweets and programmes?

Yes we take debit/credit cards at all sales points – please note that we are now cashless and do not accept cash.


Can I take food and drinks into the auditorium?

Drinks can be taken in the auditorium as long as they are in a plastic cup that is provided – glass, cans and ceramic is not permitted for safety reasons. Hot drinks must be in a cup with a lid.

Hot food is not permitted in the auditorium, but confectionery is allowed. We recommend using one of our sharing cups to minimise any rustling of packets. These are provided free of charge at the kiosks or bars.

We ask all customers to consume food and drink items with consideration for the performers and other audience members.


Do you take cash?

We are now cashless and do not accept cash. All of our sales points are equipped with contactless payment PDQ terminals.


When is the bar open?

Our bars and kiosks are open from 1 hour before the start of the performance until the end of the interval. The bars may close during the performance so be sure to get what you need before the show starts.


Will there be show merchandise available?

Many shows will have official show merchandise available for sale. This is sold from our kiosks in the foyer.


Learning and participation

Do you offer tours of the theatre?

Yes we offer both public and private tours of the building.

Due to COVID-19 we continue to operate under specific restrictions, and are therefore unable to offer tours at the moment. Further information can be found here


How can I find out more about workshops and classes?

At present, we are unable to deliver any in person workshops but as soon as we can, we will update all participants by email and more information can be found here. We will also update our paper and digital brochures and make announcements through our social media channels.


I would like to have a workshop in my school or community setting. Can you still deliver these sessions?

Whilst we are unable to deliver any workshops at the theatre, we can still deliver sessions in your school or community setting. We can also deliver remote workshop sessions. For more information contact learning@theatreroyal.co.uk


Will Project A be running from Sept 2021?

Project A continues to be delivered and will open for a new intake of students in September 2021. Applications for September 2021 entry will be available from 1st March 2021. For enquiries regarding Project A, you can contact ProjectA@theatreroyal.co.uk


Gift vouchers and credit notes

Do you accept Theatre Tokens?

We do not accept nor sell Theatre Tokens however we do offer Newcastle Theatre Royal gift vouchers – more information can be found here


How do I purchase Gift Vouchers?

Gift Vouchers can be purchased and redeemed online. Newcastle Theatre Royal Gift Vouchers are valid for 2 years from the date of purchase. The Gift Voucher can be emailed direct to the recipient with a message of your choice. More information can be found here


How do I use a Gift Voucher or credit note online?

Simply select your tickets and add to your basket, when you reach the payment screen enter the voucher number to use a Newcastle Theatre Royal Gift Voucher or a credit note as full or part payment of your order. Any remaining credit will be available under the same voucher number for future purchases.


I have a Gift Voucher which is due to expire, will you extend the expiration date until you re-open?

We understand that customers are unable to use their gift vouchers currently and therefore we will automatically extend the expiration date of all gift vouchers by the period of closure to allow you the widest choice of performances when we re-open.


I’ve lost my credit note. Can I have a replacement?

Please email boxoffice@theatreroyal.co.uk and we can let you know the number of your voucher so you can use it online.


What can I use a Theatre Royal Gift Voucher for?

Vouchers can be used to buy tickets or to buy food, drinks or merchandise (for productions) at the Theatre Royal. We don’t have the facility to provide change, however any residual value will remain on the voucher for future purchases. Due to COVID-19 we are aware customers may not have had the opportunity to use their vouchers so we will automatically extend the expiration date of all vouchers by the period of closure.

 

 

 

 

 


What can I use my online credit note for?

Credit can be used for future ticket purchases. It is automatically applied to your online customer account and is valid for 1 year.

Due to COVID-19 we are aware customers may not have had the opportunity to use their credit so we will automatically extend the expiration date of all vouchers by the period of closure.


Friends, corporate membership and donations

Can I book an area or a room for a private party?

You can find out more information about room hires here


Do you have any membership schemes?

Our Friends of the Theatre Royal membership scheme is the most generous in the UK and the largest arts membership scheme in the region with over 6,000 members who can enjoy a host of benefits including priority booking and ticket discounts (T&Cs apply).  Advantage is our introductory membership scheme.

We also have an Access Membership Scheme which is free to join and has been introduced to ensure we can deliver the best experience possible for disabled audiences.

 


Do you offer tickets that can be given as a raffle prize to support charity events?

We do on occasion support charities through raffles, ticket donations and bucket collections however as we are a charity we can’t accommodate all requests for this.  To make a request please complete a Feedback form.


I have a Friends Membership but I am not able to use it at the moment as you are closed. Can I get a refund?

We want to ensure our customers who have a Friends membership are able to enjoy all the benefits of the scheme and so we will automatically extend all memberships by the period of closure to allow you the widest choice of performances when we re-open.


I have a Friends Membership, how do I get my discount online?

Please ensure that you log in to your account first before selecting your tickets; the discount will be automatically applied in your basket (discount only applies to the Friends’ ticket).


What can I do to support the Theatre Royal’s future?

The Newcastle Theatre Royal Trust is an independent charity and we receive no regular funding. We rely on our share of tickets sales and we only keep a small proportion of ticket income which pays for the running of the theatre. You can find out more about the various ways you can help support us here