Your Safety
We have been granted the use of Society of London Theatre & UK Theatre’s See it Safely mark; this certifies that we are complying with the latest Government and industry COVID-19 guidelines to ensure the safety of our staff and audiences.
COVID-19 Booking Information
How to Book: Book online or call 08448 11 21 21. Phone sales will reopen from Thu 20 May, Mon – Fri 10am to 6pm until Mon 12 July when they will be Mon – Sat 10am to 8pm, Calls cost 7ppm plus your phone company’s access charge. There will be no in-person counter sales.
Mobile Ticketing: 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 phone to show the email to our staff when you arrive. Mobile tickets will be emailed separately after your order confirmation. For all rescheduled shows, we will issue mobile tickets four days before the performance.
Refunds & Exchanges – COVID-19: If you or a member of your party are displaying COVID-19 symptoms or are required to self-isolate, you must not attend the theatre and all tickets in your booking will be refunded, exchanged or a credit note issued up to 24 hours prior to the performance.
Cancelled Performances due to COVID-19: In the event that live performances are not permitted to go ahead because of local or national Government restrictions, customers will be offered to transfer their tickets to a rescheduled performance where possible or offered a credit note or full refund.
COVID-19 About Your Visit
No social distancing for shows: Assuming everything goes to plan and we hit Step 4 on the Government Roadmap, there will be no social distancing when we reopen from Mon 12 July.
Test and Trace: We are operating in accordance with current Government guidance regarding customers entering our building. As a condition of entry, we must ask every customer aged 16 and over (not just the lead booker) to provide their name and contact details. We will send you further information on how to do this in the weeks prior to your visit and request this is done in advance of the performance to minimise delays in admission. The NHS QR code will be displayed for you to scan using the NHS COVID-19 app.
Payment: We are now a cashless operation and no longer accept cash for any products. All sales points are equipped with contactless payment facilities, and we also accept Apple and Google pay.
Changes to COVID-19 restrictions: 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 you a pre-show email a few days ahead of your visit to remind you of the latest guidance; please also check our website for further details and information. All information is correct at the time of publication and is subject to change in response to Government guidelines. We look forward to seeing you.
Safety and Security
We operate one of Newcastle’s most cherished and well-attended live entertainment venues, and we work hard to ensure that audiences can continue to enjoy live entertainment in a safe and welcoming environment, free of threat and intimidation.
We regularly review our safety and security procedures, working with local and national advisory bodies, emergency services and the theatre network to ensure we provide the safest experience we possibly can for our audiences.
Our staff undergo regular safety and security training and drills, and we work with an experienced security agency to ensure our teams are prepared each time we open the doors.
We want customers to feel confident to attend and enjoy live events and so we continue to be vigilant with a programme of security measures which include:
- bag checks and searches at the point of entry
- ticket checks at the main entrance before entry to the foyer
- ticket holders only are permitted inside the building during the show
- customers leaving the venue must present their ticket and take part in a bag check/search before being readmitted
- Audiences are encouraged to report to staff any unusual activity in or around the theatre.
Entering our venue may take a little more time to allow for these heightened security measures and we thank customers for their cooperation.
Whilst this is not an exhaustive list of our measures, we hope this provides some insight and reassurance into the positive steps we take for each performance to ensure your safety. Further information can be found in our Terms & Conditions.
