Delfont Mackintosh Theatres

Delfont Mackintosh Theatres

Coronavirus / COVID-19 Update

Coronavirus / COVID-19 Update


Up to date as of: 18th September 2020

We are sorry that in these testing and difficult times you are not able to enjoy the show you have booked for.

Up to date information regarding how your booking may have been affected by the Coronavirus pandemic can be found below.


If you have booked directly with Delfont Mackintosh for an affected performance, please be assured that we will contact you regarding your booking. If you have booked via a ticket agent they will also be in contact with you directly.

As you can imagine, we have an unprecedented number of ticket orders which we are processing in strict date order of performance. We ask for your patience and understanding.

Please do not contact your credit card company as that will slow the process down and put an additional burden on our box office teams and ticket agents.

We look forward to welcoming you back into our theatres as soon as we are allowed to resume performances. In the meantime, stay safe and healthy.





Show Information


The Book of Mormon

Performances to the 3rd January 2021 are currently off sale.

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!

Performances to the 3rd January 2021 are currently off sale.

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.




Frequently Asked Questions


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

CAN I BOOK TICKETS?

Dear Evan Hansen, MAMMA MIA! and The Book of Mormon are currently on sale for performances from 7th September 2020.



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 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 your booking has been affected and you have not received 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 check back here where information will be regularly updated.






Up to date as of: 18th September 2020

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