We're delighted to welcome you back and want you to feel confident and safe so you can relax and enjoy the thrill of live theatre once again.
Now we're open we'd ask that you continue wearing masks when walking around inside. You are encouraged to wear a mask during performances but they may be taken off while eating or drinking and when seated in our bars or cafés.
Although social distancing measures are no longer in place, we ask that you please respect other people's personal space.
You'll find plenty of hand sanitising stations throughout the building.
Please do not visit us if you...
- Feel unwell with any of the identified Covid-19 symptoms.
- Have tested positive for COVID-19 in the last 10 days
- Have been identified as a close contact of a positive case and asked to self-isolate by Test, Trace, Protect
If you cannot attend a performance due to any of the above reasons, please contact us via webchat or email by 10am on the day of the performance and we will refund, credit or exchange your tickets so you can return when it is safe to do so.
We've implemented a number of safety measures to ensure our venue is Covid-secure and in line with the latest government and performing arts guidelines. These include:
Mandatory check in
If you're just dropping in, you may be required to give your details for our venue track and trace. Customers who've booked tickets won't need to take any further action.
Wearing face coverings
Unless you are medically exempt, we ask that everyone aged 11+ wears a face mask while moving around our building. This is in line with current Welsh Government guidance.
You are encouraged to wear a mask during performances but they may be taken off while eating or drinking and when seated in our bars or cafés.
We're encouraging everyone to buy e-tickets online in advance or print-at-home tickets. This will allow you to enter our venue more easily, minimise the amount of time you may have to queue, and reduce contact with our front of house team.
You can book tickets online or pay with your card once inside to avoid having to use cash as we're trying to operate as a cashless venue. However if you don't own a debit or credit card, don't worry we can help you with this.
Getting around inside
You will find the layout inside has changed slightly. Our ticket office has now gone. As you enter through our front doors, turn left, and walk down the concourse where you'll find our new information point, cloakroom, and staff on hand to help you with any queries.
When we reopen, in line with Welsh Government guidelines we will be presenting most shows without social distancing from 9 September 2021.
Some of our shows will still have physically distanced seating. Please check the details of each individual show to see whether physically distanced seating is available.
We'll still be asking everyone to remain considerate of each other at all times, and will be using a one way system to reduce social contact during your visit here.
Specialist enhanced cleaning throughout
To keep you safe, we'll be cleaning before every performance and regularly disinfecting the inside of the building including all our of supervised toilets.
Our Donald Gordon Theatre is regularly cleaned by a specialist cleaning company using misting technology which coats every surface with an anti-microbial coating.
Hand sanitiser stations
You'll find hand sanitising stations dotted throughout the building and at our outside Teras bar. We ask that you please use them when arriving here, throughout your visit, and when you leave the building.
If you have accessibility needs, please ask our staff for your own personal hand sanitiser.
CORONAVIRUS RELATED FAQ
ARE YOUR BARS AND CAFÉS OPEN?
While we're finding our feet, our Teras street food and bar area will only be open during performances until 3 October 2021. Our theatre bars will once again be open during performances.
HOW CAN I TRACK THE REMAINING BALANCE AND EXPIRY DATE OF MY GIFT CERTIFICATE OR CREDIT VOUCHER?
Gift Certificates and Credit Vouchers can be viewed in Your Account. Vouchers are valid for 18 months and can be used on any future event at the Centre. The expiry date does not have any correlation to the date of the performance you would like to attend.
WHERE CAN I FIND INFORMATION ABOUT RESCHEDULED SHOW DATES?
All the latest information on postponed and rescheduled shows and events can be found in our blog which we regularly update.
I HAVE TICKETS FOR A RESCHEDULED EVENT. WILL YOU BE ISSUING NEW TICKETS?
All affected customers will need to re-download their new e-tickets ahead of the rescheduled performance. This can be done in Your Account. We advise you to do this close to the performance date in case of any further changes. Please keep checking our website and social media for the latest updates.
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 FOR A SHOW THAT HAS BEEN RESCHEDULED THROUGH A THIRD PARTY SUCH AS DISNEY TICKETS/TICKETMASTER. WHAT DO I DO?
All agents should have already communicated with their bookers but if you haven’t heard from them regarding a performance, you will need to contact them directly.
I can't find the answer to my question on this page?
You can find more information on our FAQ page or via our web chat by clicking the orange button labelled ‘Can We Help?’ in the left-hand corner of your screen.
Thank you for your help and patience in implementing these measures, and for continuing to wear a mask during your visit. We're doing our very best to make sure your visit here is safe and enjoyable.