From buying e-tickets to rescheduled performances and supporting us while we're closed. Take a look at our frequently asked questions...
Current Welsh Government guidelines stipulate that theatres must remain closed, due to the Coronavirus pandemic. Wales Millennium Centre is therefore closed to the general public until April 2021 at the earliest. We aim to host a series of closed, pilot events from February 2021 to help us plan for a safe, full reopening.
We're contacting ticket holders for performances scheduled in the meantime to explain whether a show has been cancelled or postponed, and arrange refunds or exchanges accordingly. Find our latest shows and events updates in our blog.
We'll be in touch with bookers for future performances in good time, and also post updates to our website and social media channels.
Thank you for your patience and continued support in this challenging time.
I want to support Wales Millennium Centre, what can I do?
How you can help:
- Donate all or part of the cost of your ticket if your performance has been cancelled. This would also be eligible for Gift Aid.
- Buy a gift voucher to redeem against future performances when we re-open. Vouchers are valid for 18 months.
- Renew or join our Ffrind and Partner membership schemes. Not only will you be helping us, but you'll also receive priority booking for the shows that go on sale while we're closed and be able to enjoy all the great benefits year-round when we reopen.
- Buy a ticket for a show later on in the year. Visit our What's On page for more details.
- We'd welcome any donation, no matter how big or small.
Are your bars and cafes open?
All of our bars and cafés are currently closed. The operational costs of opening the building (staffing, cleaning, security and so on) are too high to only open small facilities like bars and cafés. However, we are looking at how and when we can reopen these safely, as we gradually reopen the building.
As you reopen, will safety measures be in place?
Yes, safety measures will be in place to welcome back our audiences and visitors safely. These are likely to fluctuate as we gradually reopen the building – for small, closed events from February 2021, building up to a full, public reopening – and will be subject to Welsh Government guidance.
I have a voucher which expires while you are closed. What shall I do?
All current vouchers have been extended to be valid for 18 months and can be used on any future event at the Centre so you do not need to do anything. The expiry date does not have any correlation to the date of the performance you would like to attend.
The show I've booked to see has been cancelled, will I receive a refund?
Yes – you'll be entitled to a full refund which will be processed automatically. You do not need to get in contact with us.
Can I still buy tickets while you are closed?
Yes. Tickets are on sale online for upcoming performances and we’d love to welcome you back in 2021 when we hope to reopen.
Where can I find rescheduled dates and the latest show information?
All the latest information on postponed and rescheduled shows and events can be found in our blog which we regularly update.
I had tickets for a cancelled event. What do I do?
You do not need to do anything, all ticket bookers will be contacted directly and all refunds will be processed to the original card.
I have tickets for a rescheduled event. What do I do?
If you are happy with the new date, your tickets will be automatically transferred over and you do not need to do anything.
I have tickets for a rescheduled event. Will you be issuing new tickets?
Your old tickets remain valid but if you’d like updated versions with the new dates, you will be able to resend e-tickets to your mobile device or email address by logging in here. We're unable to post any physical tickets during the time we are closed.
I haven’t received my refund yet?
Any refunds for cancelled events have been automatically refunded to the original cardholder. Please check your bank statement prior to contacting us. In cases where no card details were available, you have been issued with a credit voucher which is valid for 18 months from the issue date.
The original account I booked with is no longer active. What do I do?
If the account is closed entirely, please contact us via email with your order number and we will be able to look at an alternative refund method. If the account remains active, and it is just a new physical card, the refund will still process successfully to the account.
Will I receive a refund for my parking, drinks and/or programme vouchers?
Yes, all bookings for cancelled events are refunded in full, although these may be processed as separate transactions.
I booked tickets through a third party such as Disney Tickets/Ticketmaster. What do I do?
All agents will be communicating with their bookers as soon as they are able to but if you haven’t heard from them regarding a performance, you will need to contact them directly.
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