COVID-19 FAQ’s

Updated 20/07/2021 – If attending a show at the theatre we ask that you familiarise yourself with the guidance below.

How can I get to the theatre?
Be sure to set aside more than enough time for your journey to the venue. Please check your route if travelling by public transport as this may have recently changed.

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 with regards to face covering indoors, we strongly recommend that you continue to wear face coverings whilst in the theatre out of respect for fellow audience members, our staff and crew – this is especially important when coming into and moving around the theatre. 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 which can be downloaded using this link.

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?
As of 19 July, we are able to open 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 will be taking temperature checks on arrival.

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 develop Covid-19 symptoms or are told you need to isolate by NHS Track & Trace, you will be entitled to a face value refund providing we are given 24-hours’ notice.

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.

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

Can I still book tickets at the box office?
Our Box Office and admin office will be open limited hours that are subject to change – please check our social media to find out our current opening hours. If you have any enquiries that are not answered by the information on our website or for any other reason need to contact the theatre, we kindly ask that you email info@tynetheatreandoperahouse.uk – this will ensure you get the quickest response. If you are unable to contact us via email, you can ring the office on 0191 243 1171 – we are currently open limited hours which are subject to change, so you may need to leave a message.

How can I book accessible tickets whilst the box office is closed?
If you would like to book accessible tickets for any of our upcoming shows, please email info@tynetheatreandoperahouse.uk stating which performance you’d like to attend, size of group (including any carer tickets required) and any accessibility requirements (e.g wheelchair bay). Someone from our Box Office team will be in touch to arrange your booking. If unable to email, you can also call us on 0191 243 1171, you may need to leave a message.

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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