FAQs - Socially Distant Shows

Welcoming you back safely
FAQs for Socially Distant Events

Is it safe to visit?

Health and well-being is our top priority, and it’s our job to follow all the latest official government guidance to be sure we are COVID-19 secure and continuously review all safety measures and procedures.

We’ve put changes in place to prioritise your safety for when you visit. Some you’ll see, such as socially distanced seating, changes to your refreshment ordering, one-way systems, sanitiser stations around the venue and reduced audience capacity, as well as processes behind the scenes to adhere to COVID-19 standards in line with government and public health guidance.

If you're coming to a socially distant show, download a handy PDF of everything you need to know before you arrive or click here for mobile view.

What are your opening times?

We’ll let all ticket holders know what time to arrive with specific time slots when ordering tickets, and we’ll send you a reminder too.

How do I get there?

Always check travel before you head out, you can find out everything you need to know about local transport links and the easiest way to get to us on our Venue Info page.

What happens when I arrive?

Our team has been hard at work to reconfigure our venues to be able to provide the best possible audience experience in a socially distanced environment. When you book tickets, you’ll be allocated an arrival time based on where your seats are. It’s important you help us to help you by planning ahead and arriving within your allocated time slot so we can ensure the smoothest possible entry. Our team will be on hand to navigate the way and once inside you’ll be shown to your seats. It might be a little different to what you’re used to, so follow all signage and our staff will help.

Do I need to check my temperature?

We may carry out temperature checks on arrival, but if you can, please do so too before you travel. If it’s 37.8C or higher, or you are experiencing any COVID-19 symptoms, or have been advised to self-isolate following contact with someone with COVID-symptoms, you should not attend the venue and follow government guidelines about what to do.

Should I download the Test and Trace app?

If you can, yes please. The NHS COVID-19 Test and Trace app is available to download for free (in England and Wales) right here and we’ll have QR codes on display for you to scan.

Will I need to queue?

We’ll have made some changes to allow for social distancing and safety, but our team will provide direction and support when you arrive and show you the way. Please keep a safe distance follow signs and floor markers that will be on display.

What if I’m late?

Try not to be as we really don’t want to slow anyone down, so if you’re running late, there may be a delay getting in if you miss your designated arrival time. Latecomers may be refused entry. 

Can I collect my tickets at the Box Office?

‘Fraid not, we’re fully digital, so all tickets are mobile tickets. That means your phone is your ticket, so they will not be emailed to you or available for print. Just locate them in your Ticketmaster account or in your Ticketmaster app and please bring photographic ID.

Can I bring a bag?

Right now, we’d prefer you didn’t. We can’t offer a cloakroom service at this time, so please travel light, we’ll only allow bags no bigger than 30cm x 21cm - that’s roughly the size of a piece of A4 paper - so bring just what you really need. Large bags cannot be accommodated, so ticket holders will be refused entry, sorry. Our usual security measures are still in place, so we may also ask to do a bag check on arrival.

Is there a cloakroom?

‘Fraid not, as we’re all limiting contact, you’ll need to keep the things you really need on you, so that’s why we ask you to think about what you should bring. We’ll send details out in advance, so please take notice of the information you receive before you attend.

Do I have to wear a mask or face covering?

Yes. Right now, government guidance and the law is that you’ll need to cover your face at all times whilst inside the venue (aside from when you are drinking), and our staff will be wearing face coverings as well.

We know that some people cannot for health reasons, so if this applies to you, please download and print an exemption card, or there’s one for your phone too, and have it on hand whilst at the venue. It will help our team identify you as exempt. Remember, not all reasons for exemptions are visible, so please be understanding of others who may not be wearing a covering for a valid reason. 

What are the social distancing rules?

Please maintain a distance of one-metre-plus from other audience members outside of your group (which must consist of a maximum of six people) . Even though we’ve greatly reduced our capacity, on arrival, you’ll be shown to a dedicated seat and refreshments will be brought to you when you order.

How does it work with groups?

You can attend in a group of up to six people, and please don’t mix with other groups. Help us to help you by following the latest government guidance. If you purchased more than one ticket, your guests must be with you at the time of entry, or will be refused admission. 

Will I sit with the people I’ve booked with?

Yes, audience members will sit with the people they have booked tickets with and all we ask is that you stay in those seats that you’ve reserved. We’ll need you to keep one-metre-plus from those outside your group as well.

Will I need to pre-order drinks?

It’s seat-service only, so you’ll order drinks and snacks at your seat when you get here. We’ll be in touch before the show to tell you how. Bars will close in line with government guidance, our staff will tell you more. 

How will I pay?

You'll pre-order refreshments from your seat by scanning the QR code provided to order and pay. 

What about using the toilets?

You’ll have access to toilets and a member of our team will be on hand to answer any questions and ensure the correct protocols are followed. We’ll need to make sure social distancing remains, so you may have to wait longer than usual to use the facilities. The toilets will be cleaned regularly throughout the show. Please wash your hands in accordance with the government guidance. 

Will hand sanitiser be available?

Yes, you’ll find sanitiser stations throughout the venue, so please help yourself.

How many people will be in the venue?

There will be a maximum capacity of 478 attendees at any one performance (reduced from 2,300) and we’ll have members of staff on hand for your safety and to answer any queries.

What about staff?

We follow all government guidance and staff will be wearing face masks and social distancing in accordance with government guidance.

How is your venue cleaned?

We have enhanced procedures in place for cleaning all public areas, as well as backstage and front of house throughout the day and between every show, and our toilets are regularly cleaned and sanitised throughout performances.

Do you have a 10pm curfew?

If a performance starts before 10pm we are able to keep the venue open beyond 10pm to finish the show, but so you know, our bars may close earlier, depending on the event, and in line with government guidance. 

What happens when the show finishes?

So that everyone can leave as safely as they arrived, we’ll ask that you remain seated until one of our team tells you it’s safe to leave. Your patience and understanding will go a long way helping us to ensure everyone leaves the venue safely.

What happens if I have COVID-19 symptoms before or after visiting?

If you, or someone you live with displays symptoms associated with COVID-19, then please do not attend, follow the government guidance about what to do if you're experiencing symptoms. 

If you’re visiting us, we’ll have official NHS Test and Trace QR codes on display, so please use them. If you have symptoms after visiting us, NHS Test and Trace will ask for locations and people that you’ve been in contact with and they’ll advise on next steps.

What happens if someone else has COVID-19, will I be contacted?

We’ll have the contact details of everyone who booked tickets, so we’ll be able to share information with NHS Test and Trace in a safe and secure way. Please follow any directions they give should they get in touch asking you to get tested or self-isolate.

What happens if I feel ill before the show?

Health and safety is important, so if you, or someone in your party feels ill, just let Ticketmaster – that's who you booked your tickets through – know as soon as you can.

Here’s how to get in touch.

Please remember, it’s important you do not attend if:

•    You believe you may be infected with COVID-19
•    Have experienced COVID-19 symptoms in the last 14 days
•    Been in close proximity to anyone who has experienced COVID-19 symptoms in the last 14 days
•    Have arrived in England in the last 14 days from a non-exempt country where UK quarantine restrictions apply or territory where English quarantine restrictions apply 
•    Have been instructed to self-isolate

I can’t find the answer to my question, how do I get in touch?

We're here to help, just get in touch by email right here.