COVID-19 FAQ’s

Updated 24/09/2021 – If attending a show at the theatre we ask that you familiarise yourself with the guidance below and get in touch with us on info@tynetheatreandoperahouse.uk if you have any queries.

We’re proud to say that we have been granted the use of Society of London Theatre & UK Theatre’s ‘See It Safely’ and Visit Britain’s ‘Good to Go’ mark. These certify that we are complying with the latest government and industry COVID-19 guidelines to ensure the safety of our staff and audiences. Below you can find information on the policies we currently have in place, these subject to change – so please check back before your visit.

How will my ticket work?

If possible, please purchase and use e-tickets which can be shown on a mobile device to gain entry to the Theatre or printed-at-home if preferred. This will allow you to enter our Theatre more easily, minimise the amount of time you may have to queue, and reduce contact with the front of house team.

Will I need to wear a face covering?

In line with government guidance, from the 10th December 2021 face coverings are mandatory to wear at all times whilst in the Theatre for everyone aged 11+, except when eating and drinking in your seats (face shields / visors are not an alternative). You will be required to purchase a mask from box office on arrival if you do not bring your own. If you are exempt from wearing a face covering, it would help our front of house staff and fellow audience members if you wear an exemption lanyard or badge.

Will I be able to buy drinks and refreshments?

Our bars will be open and serving drinks and refreshments prior the show and during intervals. Please arrive with plenty of time before the show to be served, respect social distancing where possible whilst queuing and listen to guidance from our staff who will be managing queues.

Our staff will be able to inform you if it is possible to order interval refreshments and encourage you to do so where this is an option to minimise queuing and contact. Please use contactless payment where possible.

What are the social distancing rules?

We will be operating at full capacity so for the majority of shows you will be sitting next to other people.

We continue to ask you to maintain a safe social distance where possible when queuing to take your seats and moving around the theatre – we also ask that you keep left when moving around the Theatre. You may need to pass someone to take your seat in a row – to mitigate risk we strongly recommend wearing your face covering while moving around the theatre.

For some shows we may be able to offer you socially distanced seating options. Please get in touch on info@tynetheatreandoperahouse.uk to discuss these options. If requesting socially distanced seating, this is likely to be further from the stage than the tickets you originally booked and will be allocated on a first come, first served basis. We believe Theatre is for everyone and will do our best to accommodate any requests, but please be patient with Box Office and Front of House staff who continue to manage this complex situation.

What other precautions are being taken?

We will continue to operate enhanced cleaning and regularly disinfecting of the Theatre.

We ask that you please use the hand sanitiser stations when you enter and exit the Theatre.

We may be using separate entry points into the Theatre on Westgate Road, please ensure you use the correct entrance and look out for the signs as you approach. We also may stagger exit from the Theatre, this is in order to minimise your contact with others, please follow signage and listen to guidance from our Front of House staff.

What happens if I have Covid/or need to isolate and can’t use my ticket?

If you book tickets for one of our upcoming shows and are unable to attend due to Covid-19, you will be entitled to a face value refund providing we are given 24-hours’ notice. You may be asked for proof of a positive PCR test.

If booked online, via our website, you can request this refund by contacting Eventim on customerservice@eventim.co.uk, if booked elsewhere, please get in touch on info@tynetheatreandoperahouse.uk to enquire how to request this refund.

What happens if an event I have tickets for is cancelled or rescheduled

If a show is cancelled or rescheduled due to the implications of Covid-19 then you will be entitled to a face value refund (automatically if cancelled, and by request if rescheduled).

If requesting a refund for a rescheduled event – if you booked online, via our website, you can request this refund by contacting Eventim on customerservice@eventim.co.uk. If booked directly with our box office team, please get in touch on info@tynetheatreandoperahouse.uk. If booked elsewhere, please contact your point of purchase.

How can I support the venue during these difficult times?

There are lots of ways you can support our Theatre. Firstly, buying tickets (or holding onto tickets) for upcoming shows is always a great way to support us. There are also many other ways you can help us directly, details of which can be found on our Support Us website page.

For any additional questions that haven’t been answered here, you can get in touch on info@tynetheatreandoperahouse.uk

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