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From buying e-tickets online to the latest on Covid cancellations, 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.

Covid-related cancellations and rescheduling

I HAVE TICKETS FOR A SHOW CANCELLED DUE TO COVID. WILL I RECEIVE A REFUND?

Yes, the original ticket booker will be have a refund automatically processed to their original booking card. You don't need to get in contact with us to arrange this.

I HAVEN’T RECEIVED MY REFUND YET. WHAT CAN I DO?

Any refunds for cancelled events will be 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. You can access this by logging into My Account.

THE BANK ACCOUNT/CARD I BOOKED WITH IS NO LONGER ACTIVE. WHAT DO I DO?

If your account is closed entirely, please email us with your order number and we will look for an alternative refund method.

If your account remains active and you just have a new physical card, the refund will still process successfully.

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.

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.

WILL I RECEIVE A REFUND FOR MY PARKING, DRINKS 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 OR 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. 

HOW DO I DO AN ONLINE TICKET EXCHANGE?

Need to move your tickets to another date or time, or change your seats altogether? We've now made the process even easier with online ticket exchanges. Read our blog to find out how.

Covid Passes

Do I need an NHS Covid Pass or negative test result to see a show?

In line with new Welsh Government legislation, everyone aged 18+ coming to a performance will need to show either an NHS Covid Pass, or proof of a negative lateral flow test result no more than 24 hours old with photo ID.

Do I need an NHS Covid Pass or negative test result to visit the building?  

No. If you’re only visiting the public areas of our building, coming to a public workshop, or just visiting one of our bars and cafes, you don’t need to show a Covid Pass to come in. 

You’ll still need to wear a face mask at all times while in our building, unless you’re eating, drinking or are exempt. 

Please don’t visit us if you’re unwell with any of the identified Covid symptoms, or have been told to isolate.

How do I get an NHS Covid Pass? 

You can get your NHS Covid Pass online through the NHS website. If you’ve been vaccinated in Wales you can’t use the NHS app to generate your pass. 

You’ll need to have had at least two doses of an NHS Covid vaccine – this pass proves your fully vaccinated status in line with new Welsh Government legislation. 

You’ll need to register or login with your NHS account, and follow the instructions on screen to set up your pass. Make sure you have photo ID (your passport or driving license) ready to upload during the process. 

The pass will generate a QR code which you can show on your smartphone to gain entry to our auditorium. If you’d rather, you can also download and print your Covid Pass to show us. 

I don’t live in Wales. How can I prove my vaccinated status? 

Health services in EnglandScotland and Northern Ireland have their own versions of a Covid Pass - please visit the website relevant to your local NHS for more information. 

You should apply for a Covid Pass from the nation in which you are registered with a GP.  

If you were vaccinated outside the UK, you will need to show an official vaccine certificate from that country. The Welsh Government has published a list of recognised international vaccine certificates. 

What can I do if I can’t access the digital Covid Pass, or don’t have any photo ID? 

Residents in Wales can request a paper Covid vaccination certificate from the Welsh Government by phoning 0300 303 5667 between 9am and 5pm. 

It could take up to 10 working days for your certificate to arrive, so make sure you plan ahead. 

What can I do if I’m not vaccinated? 

You can show us proof of a recent negative lateral flow test result, along with photo ID to confirm your name. The result should be no more than 24 hours before your performance.

Just show us the official NHS email or text message confirming your negative result, along with your passport or driving license. Please don’t bring your physical lateral flow test stick with you – you must upload the result and show us confirmation to gain entry.  

You can order lateral flow tests for free online

Can I use my vaccination card from the vaccination centre?

No. We will only accept NHS Covid Passes and official vaccination certificates as proof of your vaccinated status. Please follow the guidance above to get your NHS Covid Pass. 

Do under 18s need an NHS Covid Pass to attend a show? 

People under 18 don’t currently need to show an NHS Covid Pass to come to one of our shows. If this changes, we will let customers know. 

I haven’t been vaccinated and am unable to get a Covid test. What are my options? 

If you can’t show us official proof of either your vaccinated status or a recent negative Covid test result, we won’t be able to let you into our theatre. This is in line with Welsh Government legislation. 

If this applies to you, then please contact us before 10am on the day of the show to discuss your options. 

Keeping you Covid safe

Do I still need to wear a face mask?

Yes. Unless you are medically exempt, everyone aged 11+ must still wear a face mask throughout our building in line with current Welsh Government guidance.

Masks may be removed while eating or drinking.

I'm unwell with Covid symptoms, or have tested positive for Covid-19. What should I do?

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
  • Somebody in your household has tested positive and you are self-isolating, awaiting a PCR result.

If you cannot attend a performance due to any of the above reasons, please email us at tickets@wmc.org.uk, quoting 'COVID' in the subject line alongside your order number, before 10am on the day of the performance. We will then look to refund, credit or exchange your tickets so that you can return when it is safe to do so.

Are social distancing measures still in place?

In line with Welsh Government guidelines we are presenting most shows without social distancing in place.

Some specific performances will offer 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 requiring masks to be worn throughout your visit.

How are you making your building safer?

We've put a number of measures in place to help make your return to the theatre safe and enjoyable, including enhanced cleaning and e-ticketing. Read more about our Covid safety measures.

Booking your tickets

How do I book tickets using a Hynt card?

You can book your tickets online or over the phone, 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 already, you can create one here. 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.  

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.

How do I use a gift/credit voucher?

Complete your order as usual by selecting the show, date, time and seats. Then proceed through to the payment screen. In the right-hand corner of the screen it should 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.

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?

When booking for a show, you now have the option to add refund protection to your tickets via a third 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.

Please contact our Ticket Office to discuss ticket exchanges and refund options.

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. We’d recommend signing up to our newsletter to receive updates, or becoming a member for priority booking when performances go on sale.

While you're here

Is there a cloakroom?

Yes, our new information point and cloakroom is open an hour before each performance and has staff on hand to help with your enquiries. To find it, walk through the front doors and turn left down 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.

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, buy your drinks and pre-order some more for the interval. Our theatre bars open an hour before each performance starts.

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 number 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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