From buying e-tickets online to finding lost property. Take a look at our frequently asked questions...
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.
Wales Millennium Centre is closed until at least January 2021 due to the Coronavirus pandemic. Read more about this in our blog.
We're currently contacting ticket holders for performances scheduled for 2020 to explain whether a show has been cancelled or postponed, and arrange refunds or exchanges accordingly.
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 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.
How do I use e-tickets?
When booking a show for our Donald Gordon Theatre performances, you can choose to receive e-tickets which are emailed to you after you've placed your order.
Upon arrival; skip the Box Office collection queue by simply showing your e-tickets on your mobile device to our ushers before taking your seat.
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 e-tickets. When will they arrive?
These should come through within 30 minutes of your booking, however if not you will be able to reissue them to yourself by logging in here.
My confirmation email has not arrived. What can I do?
If you log into your account online, you can resend your tickets to yourself.
I can’t attend the performance I’ve booked tickets for. What can I do?
Please visit our Ticket Office page to find out more about refunds, resales and exchanges.
If I'm not able to attend a performance can I claim a refund?
When booking for a show, you now have the option to add refund protection to your tickets via a 3rd Party provider, Booking Protect.
Simply click to add Booking Protect to your basket when you’re booking tickets.
To find out more about Booking Protect and when they will issue a full refund click here. If you have not purchased Booking Protect, refunds will not be offered, except in the event of a cancelled performance.
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.
Your website says a new production is ‘On Sale Soon’. When will I be able to get tickets?
Our website will be updated as soon as we have confirmed dates, and we’d recommend signing up to our newsletter to receive updates, or becoming a member for priority booking when performances go on sale.
Is there a cloakroom?
Yes, our complimentary cloakroom is located on the ticket desk however we do ask for £2 contribution. This is open before and after every show.
We conduct random bag searches once the theatre is open and if any bags are found to be too large, we'll ask you to put them in the cloakroom.
Is there a dress code when attending a show?
No, there is no dress code. We welcome everyone through our doors and want our audiences to feel comfortable.
There are however times when a performance does require a certain dress code but we'll communicate this to you in advance.
When should I arrive for a performance?
Try to arrive at least 30 minutes before the start of the performance to allow time to buy a programme and maybe pre-order interval drinks.
Try to collect your tickets from the ticket office as soon as possible to avoid a queue. The theatre doors usually open 20 – 30 minutes before a show starts, and you’ll be notified by an announcement when they do.
What should I do if I’m late?
We understand that arriving late is sometimes unavoidable. Upon arrival please make yourself known to a member of staff who will advise you when to enter the theatre.
Each show has specific latecomer points when we try to get latecomers seated during the applause points.
Please be aware though that some shows do not allow latecomers. If this happens you will be directed to one of the bars where you can watch a live stream of the performance.
If we can get you into the theatre during a late comer point, please be aware that the theatre is in total darkness and an usher will escort you to your seat by torchlight.
Can I take photographs and video footage?
No, the Centre’s policy states that unless we announce otherwise, photography and filming is not permitted in the theatre once a show has started out of respect to the performers.
We do however encourage all customers to have pre-show theatre selfie; tag us @theCentre or @yGanolfan. We're on Instagram, Twitter and Facebook.
If you want to take professional photography or film for any reason then you must seek prior permission from our press office.
Where can I buy a programme or show merchandise?
Programmes and any show merchandise available will be available on the ground floor as you enter the building and sellers are also based on each bar pre-show with programmes.
Programmes for most shows can also be purchased in advance; just add this to your order basket.
Where are the toilets situated?
From the ground floor up to Level 2 there are male and female toilets on each side of the building.
Our toilets can become busy before a show and during the intervals but toilets on other levels may well be quieter so it’s worth checking.
There are also accessible toilets on every level and on every side of the building.
What facilities and services do you provide for families?
We have baby changing facilities in the ladies’ toilets and accessible toilets on the ground floor.
We also have a limited amount of booster cushions for you to use, free of charge, from the cloakroom but we don’t always have enough for some family shows, so you might like to bring your own.
Children’s buggies can be kept at the cloakroom and we often put on a special buggy park area for shows aimed specifically at children. We also provide baby bottle warming facilities at Caffi which is located on the ground floor.
How should I behave during the performance?
We want everyone to be able to enjoy the performance so please respect those around you inside the theatre. How an audience is expected to act also depends on what you are seeing.
Talking, singing, humming and clapping can be distracting for other people if done at an inappropriate moment. Clapping should generally be saved for between acts or sets.
Some musicals have encore pieces, and this is the time when people can clap and sing along as the actual performance has finished.
During the show, coming and going to and from your seats should be avoided unless it’s in an emergency. Our ushers will be able to help you with any questions or issues that you may have.
Can I eat in the theatre?
While we do allow some food items and soft drinks into the theatre, eating during the show may disturb others so we ask you do this before or after a show.
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