COVID-19 Update

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Frequently asked questions

Please click here for detailed information on our COVID-19 safety measures


What should I do if my tickets haven’t arrived?

If you opted to print your tickets at home, you should have received an email from Nederlander Theatres with tickets attached within 24 hours of booking. Please check your junk mail if you cannot find this email. If it isn't there, you can download your tickets by logging into your account on our website and selecting the Your print at home tickets tab.

Please email [email protected] if you still can't find your Print at Home tickets, or if you were expecting tickets to arrive in the post and they haven’t arrived by three days prior to the performance.


How do I collect pre-paid tickets?

Pre-paid tickets booked via this website may be collected at any time on the day of the performance.

Tickets booked through any other ticket agent can be collected from an hour before the performance.

Tickets may be collected by someone other than the credit card holder. They must bring with them a signed letter of authorisation including booking details from the credit card holder and a copy of the booking confirmation where possible.


What time should I arrive?

To facilitate social distancing, all tickets for A Christmas Carol specify an arrival time. To help ensure a safe and pleasant experience for all, please ensure that you arrive within the specified times.


What are the age restrictions?

Children under 5 cannot be admitted to A Christmas Carol.

The Prince of Egypt is not recommended for children under 7. Children under the age of 5 cannot be admitted.

All children require their own ticket. Those aged 15 or under must be accompanied by an adult.


Do you have booster seats?

Booster seats will not be available for performances of A Christmas Carol. However, due to the socially distanced seating, patrons will not be seated directly in front of each other.


Will I be allowed in if I’m late?

Latecomers may not be seated until a suitable break in the performance, which may not be until after the interval. All latecomer policies are set by the producers of the show.


I think I lost something at the theatre - what should I do?

Please contact our Front of House team as soon as possible on 020 7927 0900 (from 10am-6pm), and we will check if your item has been found and collected in our lost property.


Is there a cloakroom or somewhere to store luggage?

In line with current COVID-19 safety guidelines, we regret that there will be no cloakroom facilities at performances of A Christmas Carol. We politely request that patrons do not bring large bags to the theatre.


Is there a dress code?

There is no dress code at the theatre. For all performances, attire should be comfortable and appropriate for the occasion.

However, you will be expected to wear your face mask / covering throughout your time at the theatre for performances of A Christmas Carol, except while eating or drinking.

Please be advised the auditorium does not have air conditioning due to its age and listed status; however it does have an air cooling system.


Can I take photographs or record the show?

Due to copyright, the use of photography and recording equipment is strictly prohibited.


Can I meet the cast before/after the show?

Unfortunately current COVID-19 safety measures prohibit and cast meet and greets or autograph signings.


Can I bring food and drink into the theatre?

Soft drinks in plastic bottles or cartons may be brought in to the theatre, however, glass bottles and any alcohol purchased off the premises will not be permitted.

Cold snacks and sweets are generally allowed, but please consider other audience members and remove any noisy packaging in advance.

Hot food is strictly prohibited and must be disposed of prior to entering the foyer.


How do I book tickets for someone with access requirements?

We have an Access List in place to make booking easy for anyone with access requirements, whether online, over the phone, or in person at our Box Office. Find out more and register for the list at nederlander.co.uk/access-list.

To discuss any access requirements ahead of a booking or visit, please call our box office team on 020 7927 0929, between 10am and 6pm, Monday to Friday or email us at [email protected].


I’m concerned about security in London at the moment - what is being done by the theatre to keep us safe?

We are part of a security network run by the Society of London Theatres, which helps to ensure that we are responding to up to date information.

Regular security checks occur within the building and the surrounding area, while our numerous and continuously monitored external and internal CCTV cameras enable security personnel to respond quickly to any unusual activity

Security is present throughout the day and enhanced during show time. Bag searches and random body scans using handheld devices are taking place on arrival, therefore we encourage patrons not to bring large backpacks and suitcases to the theatre.

If you see anything while at the theatre that causes you concern, just speak to a member of staff and they will take the necessary action.


Can I refund or exchange my tickets?

We are pleased to confirm that tickets for any performance of A Christmas Carol, or any tickets purchased for The Prince of Egypt before 31 December 2020, may be exchanged up to 48 hours prior to the performance and subject to availability.

In the unfortunate event of a performance being cancelled, all customers will be contacted in advance and offered a free exchange, credit note, or refund.

To exchange tickets booked via Nederlander Theatres or The Prince of Egypt websites, or in person at the theatre Box Office, please email [email protected] including your booking reference and alternative dates. For bookings made via other partners, please contact your original point of sale.

Please click here to refer to our terms and conditions.


Is the Ticket Agent I’ve booked through reputable?

Reputable ticket agents will display this logo

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You can also check with star.org.uk.

If you are still worried, please contact us by emailing [email protected].