CUSTOMER FAQ’S – COVID-19

MAKE A BOOKING

Is your box office counter open?
No, the building is not open to the public at this time. We will re-open for box office counter sales when the government advises that theatres are permitted to re-open.

I want to make a booking. Can I book over the phone?
We have fewer staff working currently due to the impact of the national health crisis and so we are not taking telephone bookings at this time. We will update customers via social media, our website and email when we can start taking telephone bookings again.
You can still book tickets online.

I want to make a group booking – how can I do this?
Groups of up to 9 people can book tickets online. Groups of 10+ people can email boxoffice@theatreroyal.co.uk Please be aware there may a delay before we are able to respond due to reduced staffing levels.

I am disabled and want to buy a ticket – how can I do this?
You can book tickets online. If you are a member of our Access Register you can book tickets for you and your companion online too.
If you want to book a wheelchair accessible space please email access@theatreroyal.co.uk and a member of the team will get back to you. There may be a delay before we can respond to you, please bear with us.
The Access booking telephone line and text relay service are not currently available but we will reinstate these services at the earliest opportunity.

My online account isn’t working – how do I get help with this?
Email boxoffice@theatreroyal.co.uk. A member of the team will get back to you however it may a number of weeks before you hear from us as we prioritise cancellations and customer refunds. We thank you for your understanding and patience.

ACCESS

I want to join your Access Register – how can I do this?
Information about Access at the Theatre Royal can be found on our website here. To join our Access Register, please complete the form as per instructions and send to access@theatreroyal.co.uk. Due to the current Coronavirus crisis we are working with reduced staffing levels and there may be a significant delay before we are able to respond to you.

I recently applied to join the Access register. When will I receive my card so I can book tickets online?
If you recently applied don’t worry, we will be in touch but there may be a delay of a number of weeks before you receive your Access card.
If you are waiting for your access card and want to make a booking please email access@theatreroyal.co.uk. There may be a delay of a number of weeks before you hear back from us and we thank you for your patience.

GENERAL

How do I make a complaint?
Complaints can be emailed to feedback@theatreroyal.co.uk however due to reduced staffing levels this account is not being monitored until such a time that staff return to their duties. If you are getting in touch about a cancelled performance we will not respond to your email to feedback. A member of the box office team will be in touch soon. Please be patient whilst we work through the list of cancelled performances in date order. If your email is about something other than a cancelled performance, you may not receive a response for a number of weeks and then only to the most urgent enquiries so we kindly request that you do not send follow up emails to allow us time to respond. We appreciate your understanding and patience during these exceptional circumstances.

I attended a performance recently and left something at the theatre – how can I check lost property?
We are unable to check our lost property until further notice. Please email feedback@theatreroyal.co.uk with a description of the item, the date you attended and your seat numbers or booking reference. We will respond to you at our earliest opportunity.

LEARNING & PARTICIPATION

Will the summer school still be running?
At present, we have not cancelled the summer school. We hope that we will be able to go ahead with the full summer programme but will respond to future government advice regarding this. In the event that we are not open and social distancing measures persist, full refunds will be provided.

Will the end of term performances for the term that began in January be rescheduled?
No. The performances will not be rescheduled and all bookers were contacted and provided with the opportunity of their child providing a drawing/poem/photograph to be used as part of an end of term celebratory video. The video can be found here.

Will there be any information available to Limelight members about ways to take part in remote events?
Our limelight members will receive a newsletter confirming our current closure and providing information on remote and online activities that they can take part in at home.

Will the April – July term of Weekly workshops still be on?
No. Anyone who has already purchased a ticket for the term will be provided with a refund and we will not accept any further bookings. We anticipate we will be able to deliver a term of weekly sessions in the Autumn and we will advertise this on our website, through our social media channels and by direct email. If you are due a refund a member of our team will be in touch with you. This may take several weeks due to the volume of refunds we are currently issuing.

What is happening with the current cohort of Project A students?
The current cohort of students are being taught remotely and they will go into remote rehearsals for their full-scale July performance remotely. They will not perform live but instead undertake a filmed performance. Full details of the production and how to watch it will be released through our social media channels.

Are you still going to run Project A from September?
Yes, We will still be running Project A in the next academic year. We are accepting applications until the 31st May and will then undertake digital auditions with those applicants who satisfy the application criteria. If there is a delay in commencing the course due to ongoing social distancing measures, the course will still run for the same duration of time had we not had to push back the start date.
 


EXISTING BOOKINGS

I want to speak to someone about my booking – how can I do this?
We are unable to take calls about new or existing bookings currently. When all box office services have resumed we will let customers know on social media, our website and by email and will be pleased to assist with your booking query.

Will the performance I have booked to attend be cancelled and how will I know?
We hope we do not have to cancel many performances but we have to follow government instructions in these unprecedented times. We will wait to cancel a performance until we are certain it will not be possible for it to go ahead, but will ensure we give you sufficient notice of this. We will do this in date order, so if you are booked for a performance in July for example, it may be a little while until you hear from us.
We will be in touch with you by email or letter, and will announce cancellations on our website.
Please reply to the email when you receive it to let us know whether you would like a refund or to add the value of your booking as credit to your account to use for a future performance, or you would like to make a donation to help secure the future of the Theatre Royal.

The performance I am booked to attend has been cancelled due to the Coronavirus crisis and I have asked for a refund. When will I receive this?
We are working through requests for refunds as quickly as possible and in date order starting with the first date of cancelled performances in March. If your booking was for May or beyond, it may be a number of weeks before we call to you. So if you have requested a refund and you have yet to hear from us, please be reassured we are systematically working our way through the dates and list of customers. For customers who booked tickets online, we may be able to process your refund without calling you, if this is the case you will receive confirmation via email. Our team is working very hard to get through this quickly and the support and understanding we are receiving from our customers is hugely appreciated.

The performance I am booked to attend has been cancelled due to the Coronavirus crisis and I asked for credit on my account – what can I use this for and how long for?
Credit will be applied to your Theatre Royal booking account and is valid for 2 years. You can use this for any future performance at the Theatre Royal. Credit can be used when making online bookings or via the telephone or in person when the counter re-opens in the future. Please note we are not taking telephone bookings until further notice.

The performance I am booked to attend has not been cancelled but I don’t want to attend anymore due to the Coronavirus outbreak – can I get a refund, exchange or credit?
We are not 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 cancelled, then we will not issue a refund, exchange or credit as per our terms and conditions of purchase (excluding Friends or Advantage members).

MEMBERSHIPS & VOUCHERS

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 6 months to allow you the widest choice of performance when we re-open.

I have a Friend’s Membership but I am not unable to use it at the moment as you are closed. Can I get a refund?
We want to ensure our customers who have Friend’s membership are able to enjoy all the benefits of the scheme and so all membership renewals will be for the current twelve month price but with an additional six months added for free, therefore lasting for a period of 18 months.

SUPPORT THE THEATRE ROYAL

I read that the Theatre Royal is a charity and relies on tickets sales to survive. What can I do to support the Theatre Royal’s future?
The Theatre Royal is a charitable trust and receives no funding or public subsidy, relying on ticket sales in order to operate. The cancellation of performances and loss of ticket sales is a big challenge for us, and whilst we wholeheartedly agree this is the correct thing to do at this time, we also now need to think about how we continue to thrive and bring the best theatre to the north east for many years to come.
If you would like to support us and the future of the Theatre Royal, please book for a future performance online.
You can also make a donation here