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All shows scheduled to be performed before May 2021 have been cancelled or postponed and we are working hard with producers to reschedule dates where possible.

Our phone lines are now closed but a reduced team are working remotely, via email. Ticket bookers have been contacted directly and where applicable, refunds have been issued.   

Please see key information below on our current processes for cancelled and postponed shows. Further details can be found in our FAQs.

ONLINE OPENING TIMES

Our ticket office closed on 1 August 2020, from which point our reduced team are only monitoring emails remotely, from home. Our social media channels are monitored during working hours (9am-5pm, Mon-Fri). We aim to resume our telephone service when the building reopens. The building is now closed until April 2021 at the earliest. As soon as we reopen, we will do our best to resolve any outstanding issues.

We aim to resume our telephone service as the building re-opens in 2021. in January. at which time we will do our best to resolve any outstanding issues.

For general enquiries, please review our FAQs and Terms & Conditions.

Cancelled Performances

In the event of a cancelled show you'll be entitled to a full refund for your show tickets and where applicable any associated car park vouchers, interval drink vouchers, Future Inn reservations or programme vouchers.

Your refund will not cover administration or postage fees or any charges/ fees related to Booking Protect. We can only refund the original purchaser and where possible, the refund will be given via the original payment method. See the table below:

Original Payment Method Refund Method 
Credit / Debit card Matching Credit / Debit card
Wales Millennium Centre Gift Certificate Wales Millennium Centre Credit Voucher
Wales Millennium Centre Credit Voucher Wales Millennium Centre Credit Voucher
Welsh National Opera Credit Voucher Welsh National Opera Credit Voucher
Cheque / Invoice Bank Account via BACS
Cash Wales Millennium Centre Credit Voucher

Payments made by cash will in the first instance be refunded to credit voucher, which on request will be refunded via BACS to the purchaser’s bank account once details are provided. 

If you have closed your credit card account or have changed banks since making your purchase, please contact us before we attempt to refund you.  

Rescheduled Performances

In the event of a show being postponed, we will contact customers via email to notify them of the new dates. Customers will automatically be exchanged to the new dates and where possible be given the equivalent day, time and seats to their original booking.

Please note that this may not always be possible. Where this is the case, we will allocate the most similar option available to your original booking. Details of your new booking can be viewed via your online account.

If customers are unable to or do not wish to attend the rescheduled performance they will be given the opportunity to have their tickets refunded back to their original payment method.  

As we're currently closed and working with a reduced team, in order for us to manage the refund process effectively, we have given deadlines for a response for each production. We'll process any refund requests shortly after the deadline date.

Any requests that we receive after this, may not be processed until we re-open in 2021. Any outstanding refunds will be reviewed upon reopening and dealt with as soon as possible.

Exchanges

During July we will be working through the rescheduled dates and any exchange requests that have been emailed to us as a result of this. However, from August onwards and while we remain closed due to the Coronavirus pandemic, we cannot offer our usual exchange service.

Resales

While we are closed due to Coronavirus pandemic, we cannot offer a resale-service.

If you cannot attend a performance for reasons other than the performance being cancelled or rescheduled and have purchased Booking Protect along with your tickets, you may be able to claim a refund this way. See Booking Protect terms and conditions for more information.

Gift Certificates & Credit Vouchers

Gift Certificates and Wales Millennium Centre Credit Vouchers can be purchased and redeemed online. They are valid for 18 months from the date of issue and can be used against any future show available for sale.

WNO Credit Vouchers are valid until 31 Dec 2021 and can be used to purchase WNO performances and associated products only.

To redeem a Gift Certificate or Credit Voucher online, choose your show, add it to your basket and when you reach the payment screen, type in the unique voucher number into the box in the top right of the screen which instructs you to apply the Gift Certificate number. 

Please see our Gift Voucher Policy for more information.

Due to the Coronavirus pandemic, we are operating with a reduced staff and therefore have limited capacity to respond. We really appreciate your patience and understanding during this difficult time.

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