Delfont Mackintosh Theatres

Delfont Mackintosh Theatres

Coronavirus / COVID-19 Update

Delfont Mackintosh Theatres

One of the largest London Theatre Owners

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

Coronavirus / COVID-19 Related FAQs


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

WHAT DO I DO IF MY TICKETS ARE BOOKED FOR PERFORMANCES AFTER 28TH JUNE?

Please do not get in touch with us if you have booked for performances after 28th June, but please be reassured that if we have to cancel future performances you will be contacted. We will continue to update this page and contact any affected customers directly.



WHAT IF I WANT TO BOOK FOR A PERFORMANCE FROM 28TH JUNE?

Performances up to and including 6th September 2020 have been taken off sale, whilst we await further clarity from the Government.

We will continue to provide updates as additional information becomes available. If you already have a booking for these dates, and we need to cancel or postpone any future performances, then we will be in touch with you as required.



WHAT IF I HAVE BOOKED TICKETS FOR LEOPOLDSTADT?

We are pleased to inform you that the producers and Delfont Mackintosh Theatres are working to reschedule the postponed performances to later in the year. Please check back here for further updates.



WHAT IF I HAVE BOOKED TICKETS FOR LIFE OF PI?

As a result of ongoing advice from the Government, all performances of LIFE OF PI at Wyndham’s Theatre have been postponed from 28th June, and will be rescheduled to a later date, to be announced soon.

Once these new dates have been confirmed, your booking and ticket(s) will be automatically transferred to the closest equivalent performance, and you will be contacted with the new details. Should you be unable to attend the new date, please be assured that you will be provided with all necessary assistance.



WHAT IF I HAVE BOOKED TICKETS FOR TO KILL A MOCKINGBIRD?

As a result of ongoing advice from the government regarding the spread of Coronavirus and the inevitable knock-on effect on the production timetable for TO KILL A MOCKINGBIRD, all performances of the play at the Gielgud Theatre have been regretfully postponed from 21st May and will be rescheduled.

Once new dates have been confirmed, your booking and ticket(s) will be automatically transferred to the closest equivalent performance and you will be contacted with the new details. Should you be unable to attend the new date rest assured you will be provided with all necessary assistance.



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

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

Your tickets will therefore be posted closer to your chosen performance date.



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

If you haven't received an email about your booking for a performance between 16th March and 31st May 2020, then 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 reassured that your refund will be processed as soon as possible.



CAN I EXCHANGE MY TICKETS FOR A CREDIT VOUCHER?

If you don't know when you'd like to see the show that you had booked for, then please let a member of our team know, who can then credit your account for the production which you have booked, allowing you to rebook at a later date.



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

If you have purchased your tickets directly at the Box Office using cash or Theatre Tokens, please complete this form detailing which show and the date for which you had booked and we will be in touch as soon as possible.



HOW SOON WILL I GET MY REFUND?

We will aim to process refunds as soon as possible, and we are processing in strict date order of performance. We ask for your patience and understanding as the current circumstances means 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 check back here where information will be regularly updated.






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 do not receive your tickets within 7 working days, please call the Box Office and we will arrange for duplicate tickets to be left for collection when you arrive at the theatre on the day of the performance. We do not post out duplicate tickets.



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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