Frequently Asked Questions
Here we answer any questions you may have before booking your theatre tickets. Expert advice on booking tickets can make the process quick, easy and even enjoyable. Many of the questions have come from our customers, but if you still have a question regarding anything to do with booking theatre tickets, then please feel free to contact us and we will endeavour to answer as best we can.
Making a booking
Can I book by phone?
Bookings can be made over the phone on + 44 (0) 207 452 1548. Lines are open Monday to Friday from 8am to 8pm, Saturday and Sunday from 9am to 7pm.
There are no tickets available online for my specific date. Is there another way to get the tickets?
Yes, always give us a call if you cannot find the tickets directly online. We are nearly always able to source extra tickets for your desired date.
How can I pay?
The quickest and easiest way to pay is by credit card. We accept all major cards, plus we don’t charge any additional add-on fees for the payment. If you contact us directly, we can arrange other forms of payment such as wire transfer.
We are always on hand to help you complete your booking should you not want to complete it online – Just tell us your reservation number and we can complete the transaction over the phone. It’s that easy!
Is Best of Theatre secure?
We take the security of our customers’ personal information and financial details very seriously. By employing the most up-to-date and effective security technology, such as SSL certificates with 256 bit encryption, we are able to ensure that all your information is safe at all times.
How do I know my payment has gone through and my tickets are confirmed?
As soon as you have inputted your card details, a screen will appear with confirmation of your successful payment and booking, this will also include all the information on time, date, venue etc. Secondly, a confirmation email will be sent to you containing all the relevant information on your booking. You are always able to contact us via email, should you need any doubts assuaged or extra information, and we will respond within at least 48 hours.
Are group rates/discounts available?
Yes, group discount rates are available, but unfortunately not online – you must call us in person for a quote.
Are student and child discounts available?
No, most theatre shows do not offer special discount rates for students or children. But we do have a special rate for groups of students; just call or email us for more details.
I can’t find my booking confirmation; where is it?
A confirmation email is sent to the address you provide during the booking process. If that email has not arrived in your inbox, it is always worth checking your Junk Mail folder, as some email service providers have very strict screening systems. If you still cannot locate the confirmation email, then please contact us and we can resend you a copy.
My tickets – when and how will I receive them?
For all UK customers that have booked for a performance over 9 days in advance, your tickets will be delivered to you by Royal Mail standard delivery. Tickets can only be posted to the registered billing address of the debit or credit card used for the payment transaction. All tickets will arrive within 9 working days at the latest. (N.B. Special events and venues like Wembley or the O2 do not release tickets until nearer the performance date.)
Box office collection
If you have booked for a performance within 9 days, then your tickets will be held at the theatres box office ready for collection on the day of the show. Just print off your email confirmation and present it as proof of purchase at the box office.
Any customer living outside the UK and Northern Ireland cannot receive postal delivery of their tickets. However, they are eligible for free delivery to the venue’s box office, ready for collection on the day of the performance. Just print off your email confirmation and present it as proof of purchase at the box office.
My tickets have not arrived via post – What should I do?
In worst-case scenarios, tickets can be lost in the post. Please contact us if you have not received your tickets within the suggested 9 working days from booking and we will sort a new set of tickets to be collected from the venue’s box office. Please always bring proof of identification when collecting tickets.
I have lost my tickets – What should I do?
If you have lost your tickets, please contact us and we will arrange for a duplicate set of tickets to be collected from the theatre box office. Please always bring proof of identification when collecting tickets.
What time should I arrive at the theatre?
At the latest we suggest arriving 30 minutes before curtain-up. However, if you want to enjoy a drink and relax in the theatre bar and soak up the pre-show atmosphere, then give yourself an hour or so.
What do I need to collect tickets at the box office?
You will need your confirmation email and, if possible, the debit or credit card that you used to make the booking.
Cancellations and refunds
What if I can no longer use my tickets?
There is no refund or exchange available once tickets have been confirmed. However, in the unfortunate situation that a performance is cancelled, a full refund or exchange will be available. Please note that tickets for past performances cannot be exchanged, refunded or resold.
If the billed actors are unavailable for my chosen performance, can I get a refund?
On the vary rare occasion that the billed cast members are not performing on the day of your chosen performance – without prior notice – then unfortunately we are unable to refund or exchange your ticket.
Is there disabled access?
All theatres and venues have disabled access. It is not always possible however, to choose any seat in the auditorium, as many of London’s West End theatres are listed building and can therefore not install lifts. There is always special allocated seating for wheelchair users that are readily accessible.
If I am disabled, can I still book online?
It is always best to contact us directly, to inform us of your requirements in order to ensure that the theatre or venue can accommodate all your needs.
How accessible are theatres for the deaf, hard of hearing or visually impaired?
All theatres now have the T-loop system, allowing those with hearing aids to tap directly into the venues sound system. Some theatres now also provide a headset system that works similarly to the T-loop with an infra-red connection that beams sound directly the headset. Some theatres will allow certified guide dogs into the auditorium, while others will offer a dog-sitting service. Many productions will have signed or captioned performances scheduled each month. Always feel free to contact us for more information.
General theatre questions
What’s the dress code?
Unlike days gone by, there is no official dress code for London’s West End Theatres, although the Royal Opera House and The London Coliseum ask that all audience members dress smartly.
What’s a matinee?
A matinee performance is one that takes place in the afternoon rather than the evening. For the West End, these usually take place on Wednesdays and Saturdays, but this is now not always the case.
Are there any age restrictions for children?
For many of London’s West End shows, babies and very young children are not allowed into the productions. The Society of London Theatre’s guidelines stipulate that 6 and up is preferable, although specific restrictions may apply to individual productions. The reason for these restrictions is that the children must not distract other paying audience members. Do always check on the age restriction before you buy tickets to a show, as the venue management has the right to refuse entry to the auditorium. Children’s shows on the other hand are a very different matter...
Can I take photos or video record the performance?
No. This is strictly prohibited in all London Theatres and is very strictly enforced by the venue staff. You can even be expelled from the auditorium and criminally prosecuted for breach of copyright. So keep your camera phones and video recorders firmly in your bags.
Will there be an interval?
Nearly all productions have a 15- to 20-minute break in the middle of the performance, although occasionally a show might play all the way through without an interval. It is best to check before booking.