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Frequently Asked Questions - Ticketing

If the cardholder cannot come to collect the tickets what can we do?

The cardholder must write the person collecting the tickets a letter of authorisation clearly stating the booking reference number, the name of the person collecting and the last 4 digits of the payment card.  The person collecting must also bring  some form of ID ie. Passport/ Drivers Licence.

I have lost my tickets. Can I get them replaced?

If you have tickets for a seated concert/show the tickets can be replaced but only on the night of the show. The person who booked the tickets will need to bring some form of ID.

STANDING TICKETS CAN NOT BE REPLACED IF LOST, STOLEN OR FORGOTTEN ON THE NIGHT.

Can you post tickets out to a different address?

Tickets can only be sent to where the card is registered.

Why is there a booking fee?

Booking fees have become industry standard across commercial venues such as the Guildhall. Many venues have decided to close their Box Office operations and outsource their ticketing to national ticketing agents. The result of this means even higher costs being passed on to the customer and the loss of personal service and venue knowledge that in-house Box Offices are able to give.

We have decided to invest in our own modern Box office system, which includes on-line bookings, to increase the level of customer service. As well as this investment, tighter promoter deals and increasing costs across all of our operational areas have resulted in the introduction of booking fees.

What time do you open?  Are you open on Sundays, evenings etc.?

The Box Office is opening during the following times;

Tickets can be booked on-line 24 hours a day

Is it cheaper to book on the internet?

Yes – there is a lower booking fee (£2.00 versus £2.50 at the box office)

Can I view a seating plan?

[link to seating plan]

Why has it taken me so long to get through on the phone?

Due to the volume of other customers trying to get through at the same time, this sometimes happens when a popular show goes on-sale.

Do you accept American Express?

No, we accept Visa, Mastercard, Delta and Switch

Which are the best seats?

This depends on personal preference but the front of the circle is considered to be the best area in the concert hall. If you want to get as close as possible to your favourite performer then you'll prefer the front of the stalls.

Where is the Box Office?

Just inside the main entrance to the Guildhall (ground floor). Inside the main doors and turn to your right

Are there any age restrictions?

STANDING CONCERTS
Under 14's to be accompanied by an adult
SEATED CONCERTS
No age restriction unless advertised as unsuitable for certain ages i.e. x rated comedian etc   Children under two years of age will not be admitted to the Performance unless it is identified as a 'children show'. No tickets need to be purchased for children under two years of age unless they intend to occupy their own seat.

What time can we go in?  What time does it end?

Doors will usually open 45 minutes before the start of the show.  Running times are only approximate and are usually only available on the day of the show.

If I buy a seated ticket can I change to standing?

Once tickets have been bought they cannot be exchanged or refunded.

Can I get a back stage pass?

Requests for back stage passes are sent to the promoters - we are unable to assist directly.

Is there a dress code

No

You have sold out - should I buy tickets on Ebay?

NO.  If the show is cancelled or postponed, we will not be able to contact you to tell you and any money would be refunded directly to the original booker.  Our tickets are strictly non transferable.

Why are there tickets on Ebay when you have sold out?

We do not put tickets on Ebay. These are from customers/ticket touts trying to sell them.  We will not allow customers in to our venue if they have bought tickets from an unauthorised agent.

I bought tickets on Ebay - are they valid?

We reserve the right to admit entry to our venues and do not support the sale of tickets for personal gain.


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