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Here are the answers to some of our frequently asked questions.

Can't find what you're looking for? Just click the orange 'CAN WE HELP?' button in the bottom left of your screen to ask our chatbot. 

Booking tickets

How do I use e-tickets?

All our tickets are now digital and will be sent to you via e-mail after you’ve placed your order.

Simply show your tickets on your mobile device to our friendly ushers on your way into the auditorium.

I haven't received my e-tickets, when will they arrive?

These should come through within 30 minutes of your booking in your confirmation e-mail. If not, you can reissue them via My Account.

How do I use a gift/credit voucher?

Complete your order as usual by selecting the show, date, time and your seats, then proceed through to the payment screen. In the right-hand corner it will say ‘Have a gift certificate? Click here to apply’. If you click this, you'll be able to use your gift voucher by typing in the voucher number

How do I book tickets using a Hynt card?

You can book your tickets online or over the phone (029 2063 6464), giving your unique Hynt reference number upon booking. If you have booked with us previously and your existing account has a valid Hynt barcode number attached to it, we’ve set this up ready for you.

All you need to do is log in with your registered email address, prior to selecting your production of choice from our What’s On page. If you don't have a Wales Millennium Centre online account, you can create one here: Create an account. Please note that it can take up to 24 hours for Hynt to appear on your account.

The number of Hynt tickets available to you online will be limited based on the number agreed by Hynt during the application process. Please ensure you have selected the relevant amount of tickets for all members of your party. 

I can't attend the performance I've booked tickets for. What can I do?

You can exchange your tickets to a different performance of the same production (or the same Welsh National Opera season) free of charge by logging into My Account. Find out how to make an exchange in our guide.

When booking for a show, you also now have the option to add refund protection to your tickets via a third-party provider, Booking Protect. To find out more about Booking Protect and when they will issue a full refund, read the Booking Protect terms and conditions. If you have not purchased Booking Protect, refunds will not be offered except in the event of a cancelled performance.

Your website says a 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. We recommend signing up to our newsletter to receive the latest updates, or becoming a member to enjoy priority booking when performances go on sale.

While You're Here

Is there a cloakroom?

Yes, our cloakroom is located in Siop and is open an hour before each performance. To find it, walk through the front doors and turn left towards the end of the concourse.

We conduct random bag searches when 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.

If a performance does require a certain dress code, 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 some drinks and pre-order more for the interval. Our theatre bars open an hour before a performance starts and Ffwrnais is open all day until late.

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. Most shows have specific latecomer points when we try to get people seated during the applause points.

However, please be aware 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 latecomer point, please be aware that the theatre will be in total darkness and an usher will escort you to your seat by torchlight.

Can I take photographs and video footage?

No, our policy states that unless we announce otherwise, photography and filming are not permitted in the theatre once a show has started out of respect to the performers. We do however encourage all customers to take a pre-show theatre selfie; tag us on our social channels.

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 will be available on the ground floor as you enter the building and sellers are also based on each bar pre-show with programmes.

Where are the toilets situated?

There are toilets on the ground floor, and from Level 2 upwards 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 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 number of booster cushions for you to use, free of charge, available 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.

How should I behave during a 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 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 drinks into the theatre, eating during the show may disturb others so we ask you do this before or after a show.