Delfont Mackintosh Theatres

Delfont Mackintosh Theatres

Delfont Mackintosh Theatres

One of the largest London Theatre Owners

With Eight Theatres in the heart of London's West End

Coronavirus / COVID-19 Update


We’re looking forward to lifting the curtain again soon and welcoming you back to the unforgettable experience of live theatre.

Over the past few months, we’ve been working hard to continually reassess what we need to do to ensure everyone’s safety and we’re proud to have achieved the live entertainment industry’s See It Safely mark. You can find out more about what that means by clicking here.

See It Safely #BackOnStage - In partnership with Society of London Theatre and UK Theatre

We have a number of key elements in place for your comfort and safety including COVID Safety officers and rigorous cleaning between performances. We’ve also ensured our theatre-wide ventilation is compliant with Government regulations and we will be making use of regular anti-bacterial fogging.

All patrons will be emailed further safety information ahead of their performance.

We cannot wait to welcome you to our theatres once again.




View how we've measured our auditorium to achieve social distancing.




Show Information


The Book of Mormon

THE BOOK OF MORMON is currently on sale for performances between 4th January 2021 and 6th March 2021.

All customers with an affected booking will be contacted in due course.

Dear Evan Hansen

Performances are currently suspended.

All customers with an existing booking have been contacted.

Booking will recommence when we have further clarity regarding when we are able to re-open.

Hamilton

Performances are currently suspended.

All customers with an existing booking have been contacted.

Booking will recommence when we have further clarity regarding when we are able to re-open.

Leopoldstadt

Performances will be rescheduled for a future date.

Customers will be contacted with their new performance details as soon as these have been confirmed.

Les Misérables

Performances are currently suspended.

All customers with an existing booking have been contacted.

Booking will recommence when we have further clarity regarding when we are able to re-open.

MAMMA MIA!

MAMMA MIA is currently on sale for performances between 8th March 2021 and 2nd October 2021.

All customers with an affected booking will be contacted in due course.

Mary Poppins

Performances are currently suspended.

All customers with an existing booking have been contacted.

Booking will recommence when we have further clarity regarding when we are able to re-open.

To Kill a Mockingbird

TO KILL A MOCKINGBIRD has been rescheduled and will now begin performances in May 2021.

All customers with an affected booking have been contacted.

Life of Pi

Performances will be rescheduled for a future date.

Customers will be contacted with their new performance details as soon as these have been confirmed.




LONDON COVID-19 TIER LEVEL

Following the latest Government announcement, London moves into Tier 2 restrictions from 2nd December. If you have purchased tickets for LES MISÉRABLES - THE STAGED CONCERT or THE COMEBACK and your local area will move into Tier 3, you are entitled to request an exchange of your tickets, a credit voucher, or a refund.

You can do this by emailing Customer Service – please use the button below and remember to include your original booking details.

Thank you for your patience and understanding.

COVID-19 Frequently Asked Questions


Please select from the options below to reveal answers and further information:

WHAT DO I DO IF THE COVID-19 TIER FOR MY AREA, OR LONDON, CHANGES?

With effect from Saturday 17th October, London moved to Tier 2 (high) restrictions. Performances are still able to go ahead, but patrons must only be seated with members of their own household or somebody they have formed a support bubble with.

If you live within an area in which the COVID-19 tier has changed and prohibits you from attending, please email us on customer.service@delfontmackintosh.co.uk.



CAN I BOOK TICKETS?

THE BOOK OF MORMON is currently on sale for performances between 4th January 2021 and 6th March 2021. MAMMA MIA is currently on sale for performances between 8th March 2021 and 2nd October 2021.

LES MISÉRABLES – THE STAGED CONCERT is on sale for performances between 5th December 2020 and 31st January 2021. THE COMEBACK is on sale for performances between 8th December 2020 and 3rd January 2021.



WILL THERE BE SIGNINGS AFTER PERFORMANCES?

Please note that in line with the current Government guidance around COVID-19 and the UK threat level, there will be no Stage Door signing of merchandise and programmes.

Please do not send any items directly to the theatre for signing as these will be disposed of.



WHEN WILL BOOKING RECOMMENCE FOR SHOWS THAT ARE CURRENTLY OFF SALE?

Owing to the continued uncertainty around timings for a safe return for theatre productions, the producers of DEAR EVAN HANSEN, HAMILTON, LES MISÉRABLES and MARY POPPINS have had to make the very difficult decision to delay the recommencement of performances.

All customers affected by this decision that booked directly with Delfont Mackintosh Theatres will be contacted soon.

Details regarding when booking re-open will be released in due course.



THE SHOW I BOOKED TO SEE HAS BEEN RESCHEDULED. WHAT DO I DO?

All customers whose shows have been rescheduled to a future performance will be contacted directly with their new performance details when these have been confirmed. There is nothing you need to do at the moment.

Currently, this applies to To Kill a Mockingbird, Leopoldstadt and Life of Pi.

If you are unable to attend your rescheduled performance, you will be given the opportunity to exchange your tickets into an appropriate performance or request a refund.



I HAVE REQUESTED A CREDIT VOUCHER BUT HAVE NOT YET RECEIVED IT. WHAT DO I DO?

In the coming weeks you will receive an email that includes your unique voucher code that can be redeemed against a future booking. Our box office teams will begin processing these from the 1st July 2020.

Due to the high volume of credit vouchers we are having to process, this will take several weeks. If you have not heard from us and you wish to rebook urgently, email us on customer.service@delfontmackintosh.co.uk and a member of the team will assist.



WHAT DO I DO IF I HAVEN’T RECEIVED MY TICKETS OR GIFT VOUCHERS IN THE POST?

Following government advice, our offices are closed until further notice, and so we are unable to post out tickets or gift vouchers.

Therefore, gift vouchers will be posted as soon as possible once we are able to safely re-open and tickets will be posted closer to your chosen performance date.



WHAT DO I DO IF I HAVEN'T RECEIVED AN EMAIL ABOUT MY BOOKING?

If your booking has been affected and you have not received an email from us, please check your spam or junk mailbox or search for an email from theatrenews@delfontmackintosh.co.uk.

If you are still unable to find an email from us, please fill in this form and a member of the team will be in touch as soon as possible.



WHAT IF I HAVE BOOKED OVER THE PHONE, OR IN PERSON AT THE BOX OFFICE?

For your security, we do not store credit card details and therefore if you have booked over the phone or in person at the box office, we have to submit a manual refund request to our payment provider.

This can take longer than other methods of payment but please be assured that your refund will be processed as soon as possible.



WHAT DO I DO IF I PAID FOR MY TICKETS IN CASH/WITH A VOUCHER?

If you have purchased your tickets in person directly at the Box Office using cash or Theatre Tokens, please complete this form detailing which show and your performance date.



HOW SOON WILL I GET MY REFUND?

We aim to process refunds as soon as possible, and we are currently processing in strict date order of performance. You will receive confirmation that your refund has been processed via email, following which, it can take up to 7 working days for the funds to clear in your account.

We ask for your patience and understanding as the current circumstances mean that we are unable to process all tickets within our usual 14 working days. Please do not contact your credit card company as that will slow the process down.



I BOOKED MY TICKETS VIA A TICKET AGENT OR A THIRD PARTY, HOW DO I GET A REFUND?

If you have purchased tickets via a ticket agent or third party, then please contact your point of purchase directly to obtain a refund.

Neither Delfont Mackintosh Theatres, nor any of our recognised agents accept responsibility for tickets purchased through unauthorised sources, either online or via sellers which do not display the S.T.A.R. accreditation.



I BOOKED A HOTEL/MODE OF TRANSPORT/OTHER EXPENSE, WILL YOU REIMBURSE ME FOR THIS?

Regrettably, in accordance with our terms of sale, Delfont Mackintosh Theatres will not be able to compensate patrons for any of these expenses.



What if I need to speak to someone about my booking?

Following government advice, our customer contact centre is now closed until further notice, and so we are unable to take any calls.

To check information regarding our performances, especially if you have already purchased tickets for a cancelled performance, please check back here where information will be regularly updated.



Will I Be Able to Order Drinks and Snacks at the Theatre?

We are aiming to have a pre-ordering system in place, details of which will be announced in the coming weeks



Will I Be Able to Pay With Cash?

In order to reduce physical contact, all of our venues are now cashless, and no cash payment will be taken in bars and retail outlets.






General Frequently Asked Questions


1) What is the restoration levy?

Since 2005, Cameron Mackintosh has extensively modernised and refurbished all Delfont Mackintosh theatres. The money raised from the ticket restoration levy contributes to their ongoing refurbishment and improvement for future generations.



2) What time will the show finish?

Please check the individual show page for full details on running times and further show information.



3) What happens if my tickets do not arrive on time?

If you have selected e-tickets, your tickets will be sent to you 48 hours prior to the performance. If you have selected to receive your tickets by post, these will arrive up 7 working days prior to the performance. If you have not received your tickets, please contact us below:



4) Why does the credit card holder have to be present when tickets are collected?

The credit card holder should be present so we can check identification and therefore prevent potential fraud. No third party can collect tickets on behalf of someone else.

If this causes a problem with your booking please email the booking details prior to your visit, using the button below:



5) What happens if you have a problem when making a booking on the Delfont Mackintosh Theatres’ website?

Please contact our internet support department using the options below:


Calls to Delfont Mackintosh Theatres 0844 numbers cost 7 pence per minute plus your phone company's access charge.



6) Is there availability on the date that I would like to visit?

For full availability please visit the individual shows booking page. The seating plan you will view, after selecting your date, is on a live system so will show you the full availability for that performance and allow you to pick the seats you would like.



7) Can tickets be exchanged once they have been bought?

Tickets may be exchanged for the same production up to 48 hours prior to the performance. Please call us on the number below and speak to one of our clerks who will exchange your tickets to your preferred performance:


Calls to Delfont Mackintosh Theatres 0844 numbers cost 7 pence per minute plus your phone company's access charge.

Please do not book new tickets to your alternative date prior to contacting our team as we may not be able to refund the original booking.

Please note all exchanges are subject to a £2 administration fee per ticket.

Within 24 hours of the performance tickets may be returned to the box office for resale, but will be subject to a 10% levy, and no guarantee of resale can be given.



8) Can I bring children to a Delfont Mackintosh Theatre?

Children are welcome at all Delfont Mackintosh Theatres, but this may be subject to individual production age restrictions due to content. If any age restrictions for productions apply we shall advise you prior to the performance.

All persons aged under 16 must be accompanied and sat next to the accompanying adult. They may not sit on their own within the auditorium. If children do have separate seats, entry could be refused.

All patrons, regardless of age, must present a valid ticket to gain entry to the theatre. Please ensure that any children or infants for whom you are responsible also have a valid ticket. Your child should be able to sit unaided within the purchased seat. We do not allow children to be seated on an adult’s lap or babes in arms.



9) What happens if a production is cancelled?

In the unlikely event that a production is cancelled, then ticket holders will be contacted as soon as possible and given the option to either exchange their tickets to an alternative performance or they will be offered a refund.



10) How much does it cost to make calls to an 0844 Delfont Mackintosh Theatres telephone number?

Calls to Delfont Mackintosh Theatres 0844 numbers cost 7 pence per minute plus your phone company's access charge.



11) What number should I use if I am calling from overseas?

If you are contacting a Delfont Mackintosh Theatre from overseas and cannot get through on the main box office number, please call using the number below:




12) Who do I contact if I have special access requirements?

For access information and how to make access bookings please visit our access page using the button below and select the required theatre for further information. Alternatively, please call our access department on the number below:




13) Is the seating plan an accurate representation of the auditorium?

Website seating plans are a representation of theatre auditorium without showing exact seat locations. To ensure the best seats in the house please speak to one of our team on the number below, who will be happy to advise:


Calls to Delfont Mackintosh Theatres 0844 numbers cost 7 pence per minute plus your phone company's access charge.



14) Can my tickets be posted to a different address from the billing address?

No, unfortunately we can only send tickets to the billing address.



15) Can we guarantee a particular performer’s attendance?

Where we know in advance that a named artist will not be appearing, this information will be advertised on our website at point of sale. However there may still be last minute changes to casting due to unforeseen circumstances such as illness.



16) Can the booking be cancelled if I don’t want to go anymore?

No, we cannot refund tickets but you may be able to exchange into a different performance. Please see question 7.



17) Who can I contact regarding lost property?

If you have any enquiries regarding lost property at any of our theatres please refer to the contact details on our contact us page, using the button below:


Lost property will be kept at our theatres for one month.



18) What security measures are in place at Delfont Mackintosh Theatres?

Delfont Mackintosh Theatres consider safety and security a priority for patrons and staff. Security measures based on our risk assessments and current national threat levels will be in place. We appreciate your patience and cooperation during any security checks.

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