Frequently Asked Questions

Please find below some of our frequently asked questions regarding ticket booking, visiting Theatre Royal Plymouth or the Production and Learning Centre at TR2, and where to eat or drink at the theatre.

If you have any other questions, send us an email or call 01752 267222.

Lockdown FAQs

I am unable to attend a rescheduled performance. What shall I do?

You are entitled to a refund for the purchase price of each ticket. This can be paid back to your original payment method or transferred to a TRP e-gift voucher or Emergency Appeal donation.

Choosing an e-gift voucher, to put towards future productions of your choice, is the best way for you to help support TRP and our work across Plymouth and the region during this crisis. We are a registered charity and have closed our doors for the first time in 37 years. We really want to be here for you when this is over and choosing a gift voucher over a refund really does make a huge difference to our future. If you do choose this option, as a thank you for your support we are extending the life of all gift vouchers at this time by an additional 12 months, so it will be valid for three years rather than the usual two. You may also choose to nominate some or all of the value of your tickets to our Emergency Appeal. For all refunds to gift vouchers, or to make a donation to our Emergency Appeal, please email boxoffice@theatreroyal.com specifying your choice.

For all refunds back to your card please do contact our Box Office on 01752 267222 (Monday – Friday, 10am – 2pm). Please note that due to data protection we can only refund/speak to the individual who originally purchased the tickets. We do not store card details so please have the card that you originally used to hand. We can only refund back to the original payment method and are unable to process bank transfers.

I heard that the show I have tickets for has been rescheduled. What shall I do next?

If we have your email address on the system you should have received an email or a letter from us with details of your new performance date(s). If you are happy with the new date, you do not need to take any action and new tickets will automatically be issued to you in due course (please keep hold of your current tickets for now). If you are unable to attend the rescheduled date, please see the previous question above.

I would like to exchange my tickets for another date of a rescheduled performance. How do I do this?

If you are unable to attend the rescheduled date of your currently booked performance and wish to transfer to another, we will do our best to accommodate this depending on seating availability. Please email our Box Office on boxoffice@theatreroyal.com or contact them on 01752 267222 (Mon – Fri, 10am – 2pm). Ticket prices may vary depending on the performance you wish to swap to.

Why haven’t I heard from you about a cancelled performance?

A list of all productions that have been cancelled or rescheduled can be found here, and all affected customers have been contacted by email or letter. If you have not yet heard from us, we may not have the most up-to-date information for you. In this case, please contact our Box Office on 01752 267222 between 10am – 2pm, Monday – Friday.

Am I able to receive a refund for a non-cancelled/rescheduled show?

A list of all productions that have been cancelled or rescheduled can be found here. Unless your show is on our cancelled or rescheduled list, we are currently unable to process refunds as per our Terms and Conditions. Should the status of the show change, you will be contacted as soon as possible and notified of your options for refund.

Can I receive a refund on a Membership I’ve purchased?

Memberships are not eligible for refunds, as per our terms and conditions. Memberships cover a minimum of 12 months and enable access to benefits such as priority booking access and discounts on show tickets.

I was given a Gift Voucher as a present. It doesn’t expire until next year, am I able to extend it?

Gifts vouchers are non-refundable once issued (see T&Cs). Vouchers purchased after 5th May 2020 expire after 3 years. Vouchers purchased before this date expire after 2 years from the purchase date. Vouchers can be used immediately and, in terms of ticket purchases, towards any production currently on sale, even if the performance date is later than your voucher expiry.

I hear that your theatre is closing down. What’s going to happen with all the tickets I have booked for future dates?

Theatre Royal Plymouth is not closing down. As you will have seen from recent news we are having to make some incredibly difficult decisions in order to safeguard the future of our beloved theatre. A list of all productions that have been cancelled or rescheduled can be found here, and all affected customers have been contacted. If there are any changes to future productions you hold tickets for, rest assured you will be contacted with details of your options.

It states in Adrian Vinken’s article in the Herald/Plymouth Live that you are not opening till the Autumn. I still have tickets for a show that is still active in the summer. What’s happening?

A list of all productions that have been cancelled or rescheduled can be found here, and all affected customers have been contacted. If there are any changes to future productions you hold tickets for, rest assured you will be contacted with details of your options. We are working closely with producers to ensure, if they cannot take place on their original dates, productions are rescheduled. We will be in touch as soon as possible, thank you for your patience.

The tickets I have are for a postponed show and I am still waiting for new the new dates. Do you know what is happening?

We are currently in talks with producers in order to confirm new dates for these productions. Once we have confirmation we will be informing all ticket holders as soon as possible. Thank you for your continued patience and support.

What are the current Box Office opening hours?

Monday – Friday, 10am – 2pm. Please note that our Box Office are working to a reduced staffing capacity and opening times, so the length of your wait time may vary. Please bear with us and thank you for your patience.

When will the theatre re-open so I can come in and collect my tickets?

We do not currently have a confirmed re-opening date for the venue but our Box Office and website are available to take bookings for future performances. Rest assured that your tickets are safe and secure and as soon as we have a confirmed re-opening date we will publicise this.

Can you send me a new brochure?

We are currently unable to send out printed brochures. Please visit our website www.theatreroyal.com for the latest information on our programme.

I paid by cash/cheque for my tickets. Why can I not receive a refund via this method?

As our building is currently closed, we are unable to process cash or cheque refunds. We are happy to transfer the value back to a card of your choice or an e-gift voucher, please contact us on 01752 267222 (Monday – Friday, 10am – 2pm) for more information.

I agreed to have a Gift Voucher for the value of my tickets for a show that was cancelled at the beginning of Covid-19. Is this Gift Voucher safe?

Thank you for choosing to support the Theatre by having your ticket purchase transferred to a gift voucher. These remain valid for an extended three year period, throughout which you will be able to actively purchase tickets for future productions/Memberships at TRP. Rest assured that your money is safe and protected.

Why do you not refund postage fees?

If your tickets have not been issued from our system (i.e. printed and posted out to you ) and you have paid for this service, you will be able to receive a refund on the postage fee. If your tickets have been issued and sent out to you, we can only refund the price of the ticket as the service has been used.

How long does my refund take to get back to my card?

If you have been in contact with our Box Office directly, please allow for 5 working days. If you have requested a refund via the website ‘request a refund’ service, please allow for 14 working days.

Where are my tickets?

If you purchased tickets after the 23rd March 2020, these will be safe on our system and will not yet have been printed or issued due to our building currently being closed. We will post these out to you as soon as possible, or if you have requested for them to be held at Box Office, they will be available to pick up as soon as we re-open.

Booking information

How do I book online?

You can book for any of our productions by visiting our What’s On section and clicking any of the ‘Book Tickets’ buttons.

If you are experiencing problems booking online please call our Box Office team on 01752 267222.

How do I book in person?

The Theatre Royal Plymouth building is currently closed to the public due to the Coronavirus Pandemic, and therefore booking in person is not currently possible. You can still book for future productions over the phone and our Box Office phone lines are open 10am – 2pm, Mon – Fri (01752 267222). Please be aware that the team are working at a reduced staffing capacity, so may take longer than usual to answer your call.

How do I book on the phone?

Please call our Box Office on 01752 267222.

Booking lines are open from Monday to Saturday 10am–7pm.

Please note the booking lines may close early on some occasions.

How many tickets can I book online?

You may book up to 9 tickets per online order.

Groups of 10+ or school groups can use our dedicated Group Sales service on 01752 267222 (option 1), from Monday to Friday, 10am–5pm or you can e-mail group.sales@theatreroyal.com.

What concessions are available?

We have a wide range of concessions, as below:

  • STU – Students in full time education, those with valid NUS/School ID card.
  • U16 – Aged under sixteen.
  • Unwaged* – Universal Credit, Job Seekers Allowance or Income Support.
  • Young/People’s Co. – Theatre Royal Plymouth Young Company or People’s Company member.
  • O60 – Aged over sixty.
  • Disabled* – Disabled person.
  • Schools* – School groups for pupils in full time education.
  • Friends – Friends members.
  • Groups* – 10 or more tickets.

Only one concession applies per ticket. Please inform us if you are entitled to concessions at the time of booking as changes cannot be made once tickets have been issued. Concessions subject to availability.

Friends, People’s Company and Young Company members will need to be logged in to the website in order for their concession to apply. If you have a membership but have not yet created an online account with us please contact the Box Office on 01752 267222 and we will ensure your membership is associated with your website login for all future bookings.

 

*School, group, disabled and unwaged concessions are not available online, please contact the Box Office on 01752 267222 if you wish to book tickets of this type or email group.sales@theatreroyal.com for group bookings.

Can I receive my tickets by post?

A £1.25 postage fee applies for tickets and gift cards that are mailed to customers. We will send these to you by Second Class mail.

Please contact our Box Office on 01752 267222 to discuss other options.

Can I get a refund or change my ticket for another day?

Once purchased, tickets may not be refunded. Tickets may be exchanged, subject to availability, for an alternative performance of the same show. We charge an administration fee of £1.50 for this service. Please contact the Box Office on 01752 267222 if you wish to exchange tickets.

Tickets may be accepted for resale. We cannot, however, guarantee that all tickets will be resold. A fee at 10% of the face value of the tickets will be charged for this service.

What happens if my tickets do not arrive or I mislay them?

All tickets are posted out 2nd Class via Royal Mail. Should you mislay them or they fail to arrive in the post we can reprint your tickets but only on the day of the performance you’re attending. If you booked your tickets online, please bring your email confirmation with you as proof of purchase. If you booked your tickets by phone or in person, please bring your order reference number with you as proof of purchase.

How do I purchase Gift Vouchers?

Theatre gift vouchers can be purchased online or through our Box Office and may be redeemed for all shows, interval drinks, workshops, tours, memberships, and dining in The Apron at Theatre Royal Plymouth.

Can I buy a ticket through Third Party Ticket Agencies? (such as Ticket Master, StubHub, or LOVEtheatre)

While we do not typically sell our tickets through third party ticket agencies, please note that tickets for our shows may sometimes be available on outside agency websites. Be aware that purchasing tickets on these sites may incur extra charges and we do not take responsibility for tickets sold outside of our Box Office.

Your visit

What are the opening times of the theatre?

Our main theatre opens at 10:30am and doors close at 11pm on show nights and 6pm on non-show days. We advise that you arrive at the theatre 20 minutes before a performance starts. This will give you enough time to collect your tickets, if necessary, and to take your seats. While we do our best to accommodate latecomers, some performances will not permit entry until after the interval.

What are the opening times of The Café and The Gallery?

The Café and The Gallery are both open from Monday to Saturday 10.30am until front doors close (closes at 6pm on non-performance days.)

What are the opening times of the Bars?

Our Ground Floor Bar and 2nd Floor Bar both open one and a half hours before curtain up. Our 2nd Floor Bar closes after the interval of evening performances. Our Ground Floor Bar closes when front doors close.

What are the opening times of The Apron?

Our restaurant, The Apron, is open from Thursday to Saturday 12pm—11pm for all patrons and visitors.

What are the opening times of the Production and Learning Centre at TR2, Cattedown?

The building opens at 8.15am from Monday to Saturday.

How do I get to the theatre?

Theatre Royal Plymouth is located at the West End of Royal Parade in the city centre. The Theatre is approximately a 15 minute walk from the train station and a 10 minute walk from the bus station—although most local buses will stop on Royal Parade. Taxi drop-off and pick-up point is located to the rear of the theatre and is a short distance from the main entrance. For patrons with limited mobility, if you require any assistance getting to and from your car or taxi, please let us know at the time of your booking.

Our postal address is:

Theatre Royal Plymouth
Royal Parade
Plymouth
PL1 2TR

Our Production and Learning centre is situated at TR2 on the Plym estuary in Cattedown, Plymouth; approximately 2 miles from the city centre. Unfortunately, this area is not well served by public transport but is approximately a 25 minute walk from the city centre. There is on-site, free parking. Taxi drop-off and pick-up point is located at the main entrance of TR2. For patrons with limited mobility, if you require any assistance getting to and from your car or taxi, please let our TR2 Reception know on 01752 230575.

TR2’s postal address is:

12 Neptune Park
Cattedown
Plymouth
PL4 0SJ
United Kingdom

Where can I park?

There are three car parks situated nearby to the theatre, as listed below. Although every effort is made to keep this information up to date, please ensure you check the signs and tariff charges before you purchase your ticket.


Theatre Royal Plymouth car park—behind the Theatre

Pay on foot (you can either prepay in advance or pay on exit.)

You can pay for your parking at the Theatre Royal Plymouth car park using our ticketing machine on the ground floor of the Theatre. This machine accepts both credit cards and cash payments.

The Theatre Royal Plymouth car park is open from Monday to Sunday 8am–11.59pm. (Customers who are parked after midnight will still be able to exit.)

This car park has 22 disabled spaces and 2 dementia friendly spaces.


Civic Centre car park—adjacent to the Theatre

Pay and Display (Maximum stay three hours)

Daytime charging period: Monday to Sunday 8am–6pm (including bank/public holidays)

Evening charging period: Monday to Sunday 6pm–10pm (including bank/public holidays)

This car park has 9 disabled spaces.


Derry’s Cross car park—3 minutes’ walk from the Theatre

Pay and Display

Charging period: Monday to Sunday 8am–10pm (including bank/public holidays)

Is there an age restriction to attend performances?

While Theatre Royal Plymouth encourages access for all, we would recommend parents/guardians do not bring infants under two years into the auditoria. Lighting and sound effects, or the length of a production, may cause distress. Should you wish to attend performances with an infant aged below two years, they will need to be accommodated on the parent or guardian’s lap as no seat will be allocated for them. There will be no charge for this. Should the infant become restless and cause a disturbance, the parent/guardian will be requested to leave the auditorium with the child. We reserve the right to not re-admit patrons. Children over the age of two will need a purchased ticket to enter our auditoria. Booster seats are available free of charge and available on a first come, first serve basis. You can pick one up by the access ramp between Box Office and the Ground Floor Bar, or by Door 4; found on the opposite side of the Bar. Some productions may have age guidelines—please refer to the relevant show page on our website.

Is there a dress code when attending a performance?

We do not have a compulsory dress code here at Theatre Royal Plymouth. Traditionally, attendees may dress up for an evening at the theatre but this has since become more relaxed.

What does 'Restricted View' mean?

Some of our seats in The Lyric auditorium are restricted in their view of the stage and are therefore sold at a discounted price. Depending on the set of each show, you may lose visibility of half of the stage. This information will be known from the first night of each show and communicated to patrons where possible. Some older theatres have pillars that can restrict your view but Theatre Royal Plymouth is a modern design with clear views from every seat. Exceptions to this rule will be made clear at the time of booking.

Is there a lift in the theatre?

There is a lift in the foyer, opposite the Box Office, that serves from the Ground Floor to the 2nd Floor. There is an access lift by Door 4 that goes down to our Basement Floor. If you have difficulty walking, please make this known to the Box Office staff when you make your booking, as it will enable us to better accommodate your requirements.

Eat & Drink

Where can I get something to eat?

The Apron offers a range of dishes to suit all tastes using fresh, locally sourced produce (where possible). It is open to all patrons and visitors from midday to 11pm, or for Theatre Dining from 2 hours 30 minutes before matinee performances and 2 hours before evening performances. View our menus and make a reservation here or contact the Box Office on 01752 267222.

Is there a bar in the theatre?

The Bars are situated on the Ground and 2nd Floors. Both offer a wide selection of bottled alcoholic and non-alcoholic beverages, draught lager, and a range of hot drinks. All alcoholic, soft, and hot drinks can be consumed in the Theatre Royal Plymouth auditoria—please inform your server, who will provide you with a plastic glass or paper cup for this purpose. Please note that glass and china are strictly not permitted in the auditoria.

Can I pre-order interval drinks?

Patrons may pre-order interval drinks online or through order forms found at our Bars before the performance. Note down your order and take it to a member of staff behind either of our Bars. Interval drinks are pre-paid and will be prepared for you in time for the interval. If you are having a preshow dinner in The Apron, you can return to it during the interval to enjoy your drinks, a pre-ordered dessert, or a coffee.