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F A Q 'S

CORONAVIRUS UPDATE
Following the current advice from The Government regarding the necessity to avoid all social contact, we have taken the difficult decision to temporarily close Plymouth Pavilions until further notice.

We will continue to monitor all Government advice, with the priority being the health and well-being of all. We will continue to have staff looking after our social media accounts and general enquiries, providing updates and announcements regarding any re-scheduled shows or new performances – we’re working hard to ensure we reopen with an exciting programme of performances and events, so keep an eye as new shows are announced and tickets are placed on sale.

This is a difficult situation for us all, and we'd like to thank everybody for their understanding and patience so far, we sincerely wish you the very best for the coming weeks and months, and look forward to seeing you all as soon as possible.

Please see below a list of all current rescheduled and cancelled events. The Ticket Store bookers will have been informed by email or phone. If you have any questions about your tickets for any postponed or cancelled events please email enquiries@theticketstore.co.uk

For official Government guidelines on Covid-19 please visit www.gov.uk/coronavirus

SHOW ORIGINAL DATE RESCHEDULED DATE
Pavilions Introduces: Mad Dog Mcrea      Tuesday 17 March / Friday 18 September  Update 17/07/20 :Wednesday 17 March 2021
Musicality Saturday 21 March Cancelled
The Boys Are Back Sunday 22 March Tuesday 16 February 2021
Songfest Wednesday 25 March UPDATE 10/07/20: Cancelled
The Really Big, Big Gig Thursday 26 March UPDATE 18/03/20: Cancelled
Magic of Motown Friday 27 March Thursday 22 October 2020
Ed Byrne Saturday 28 March Saturday 23 January 2021
Plymouth Raiders Remaining 2020 Season Postponed
Sir Ranulph Fiennes Monday 30 March / Friday 30 October Friday 11 June 2021
ROKIT Snooker Friday 3 & Saturday 4 April       Wednesday 30 September & Thursday 1 October 2020
The Joe and Dianne Show Monday 6 April UPDATE 06/04/20: Rescheduled to Sunday 4 April 2021
Frank Skinner Wednesday 8 April Sunday 15 November 2020
Riverdance Saturday 11 & Sunday 12 April      UPDATE 23/04/20: Rescheduled to Monday 29 & Tuesday 30 November 2021
Jimmy Carr Friday 17 April / Friday 21 August 2020 Saturday 26 June 2021
Elbow Monday 20 April / Saturday 10 October Wednesday 1 September 2021
Hugs From Henry White Collar Boxing      Saturday 2 May Saturday 5th September 2020
Comicon Sunday 17 May Sunday 13th September 2020
A Question of Sport Saturday 23 May Sunday 28 February 2021
Strictly Come Dancing: The Professionals      Sunday 24 & Monday 25 May Tuesday 18 & Wednesday 19 May 2021
The Guilty Feminist Thursday 28 May Cancelled
Russell Howard Friday 29 May EVENING Rescheduled: Sunday 30 May EVENING
Russell Howard Saturday 30 May MATINEE Rescheduled: Saturday 29 May MATINEE
Russell Howard Saturday 30 May EVENING Rescheduled: Saturday 29 May EVENING
Euro 2020 Preview Evening Thursday 11 June Cancelled
Pavilions Introduces: Laid Blak Friday 19 June Cancelled
The Dreamboys Friday 4 July Thursday 12 November 2020
Here Come The Boys Wednesday 8 July Cancelled
Ben Fogle Saturday 26 September Saturday 11 September 2021
Daniel O Donnell Sunday 4 October Saturday 9 OCtober 2021
Jason Donovan Wednesday 21 October Wednesday 22 September 2021
Ant Middleton Friday 27 November  Friday 29 October 2021
Michael Kiwanuka Saturday 21 November  Friday 2 April 2021
Jools Holland Friday 11 December 2020 Friday 10 December 2021


How can I buy my tickets?
You can buy your tickets from The Ticket Store on 0333 772 7727.

How can I pay for my tickets?
You can pay for your tickets by most major credit/debit cards both over the phone and online (unfortunately we do not accept American Express). You can also pay in cash when The Ticket Store is open on show nights.

Can I book in person?
Unfortunately The Ticket Store is not open for over the counter bookings. You are welcome to pop in during the 60 minute period that we are open before the start of a show to book.

Why do I have to pay a booking fee?
There is a 12% booking fee applied to all tickets over £15. If top price tickets are under £15 there is no booking fee, unless specified.

The booking fees are payable regardless of method of payment. The booking fee is a vital part of our business here at the Pavilions and is applied on a per ticket basis to cover the cost of operating The Ticket Store both online and over the phone, staff costs, credit card commissions and all of the other costs associated with running a business. It also allows us to invest in new technologies and infrastructure to accommodate modern demands. This has included the introduction of our online 'Select Your Own Seat' service, and our investment in scanning equipment and networks that facilitate our fantastic 'Print at Home' ticketing service. Booking fees have become an industry standard necessity at venues like the Pavilions. Unfortunately, due to tight Promoter deals and increased bank charges, many venues have already been forced to go down the lines of closing their in house Box Offices and out sourcing their ticketing to independent ticketing agencies. The result of this means even higher costs being passed on to the customer and the loss of personal service and venue knowledge that in house Box Offices, such as The Ticket Store are able to give.

If I have special requirements, how can I book tickets?
If you have any access requirements then you can call us on 0333 772 7727 to book your tickets. We handle these bookings directly as we feel it's better to speak to you to determine your specific needs and give the best option available to you. For this reason, our events are not set up to accommodate bookings for customers with access requirements online.

How will I know that my booking has gone through?
Once your online booking has confirmed you will receive an email confirmation from us. If you complete your booking successfully but don't receive an email confirmation from us, you can call The Ticket Store on 0333 772 7727 and we'll be able to look into this for you.

How do I know when the tickets I want go on sale?
The show information page on our website will state the date and time that tickets will be available from. Until tickets go on sale, the 'Ticket Availability' status will remain blank. The best way to stay up to date with recent announcements and upcoming shows is by following us on social media and signing up to our E-news at the bottom of the page.

Can I cancel my order if I change my mind or can no longer make the gig?
Unfortunately we are unable to offer refunds. We advise insuring your tickets against unforeseen circumstances with Booking Protect, you will be offered this as part of your transaction with The Ticket Store. To see details about valid conditions for claiming click here .

Why am I limited on how many tickets I can buy?
Ticket limits are set by the promoter of a show and not by Plymouth Pavilions or The Ticket Store. These are usually put in place in an attempt to combat ticket touting and ensure that people don't buy extra tickets to resell at profit.

I want to book by phone, will tickets be available?
Yes, as long as we have tickets left for a show, they will be available over the phone. When a performance is approaching selling out, the online booking system may intervene to prevent single seats being left in the middle of aisles, if this is causing you problems booking your tickets please call The Ticket Store for support.

Why do tickets sell out so quickly online?
Unfortunately for some shows, ticket demand far outweighs the supply we have available. Our tickets are allocated on a first come first served basis. With so many people clicking Buy Tickets at once, the available tickets can be snapped up within seconds, however tickets may be released if customers don't complete their transaction, or change the number of tickets they had in their basket so refresh the page periodically to check. Once all available tickets have been allocated, a "SOLD OUT" message will display. Tickets for popular shows sell out online within minutes, however the Promoter may choose to release tickets that they had held back so it's always worth checking online periodically, do not be tempted to buy tickets from a secondary seller such as ViaGoGo or through an online Marketplace such as Facebook.

How long does it take before I can speak to somebody and buy tickets?
Our telephone lines are always fully staffed when tickets go on sale, however sometimes we can have thousands of people calling in at the same time and so there is often a telephone queue for popular shows. Our telephone system will only hold you for a maximum of 1 hour, after that the queue is deemed full, although the amount of time you spend on hold depends on how big the queue is. Each call takes several minutes to process so please be aware that, whilst we answer calls as fast as we can, there may be a delay when a popular show goes on sale. 

I've seen tickets to a Plymouth Pavilions show on Ticketmaster, why do you not sell all the tickets to a show in your Arena?
The tour promoter allocates tickets between us as a venue and external ticket promoters such as Ticketmaster or See Tickets (which agencies get tickets and how many differs from show to show). If we anticipate a show will be popular, we include details of which agents have tickets available to sell on that show's web page on our site.

Why are some tickets more expensive than others?
The ticket price is set by the tour promoter for each show. Plymouth Pavilions do not set the ticket prices, nor can we offer any discounts that have not been pre-approved by the promoter.

Can I put my name on a waiting list for tickets to a sold out show?
No, we do not operate a waiting list system for sold out shows.

I haven't received a confirmation email and/or my print at home tickets, what can I do?
Make sure you check your Junk folder as sometimes emails with attachments get caught by spam filters. If you haven't received anything, call The Ticket Store on 0333 772 7727.

I asked for my tickets to be posted but they haven't arrived, what do I do?
Call The Ticket Store on 0333 772 7727 and we can cancel your initial tickets and issue reprinted ones for you to collect on the night of the show. Tickets are sent out in the second class post the next working day after you place your order, so please allow time for them to arrive before contacting us. On some occasions, promoters will ask us to hold on to orders and post tickets out nearer the show date to help combat ticket touting rather than sending them as soon as possible, but if this is the case you will be advised at the time of booking.

What happens if the event is cancelled or postponed?
As soon as we receive confirmation from the show promoter that a show is cancelled or rescheduled, we'll contact you via the contact details you gave us when you booked your tickets, and explain what happens next. You will be given a choice between attending the rescheduled event (where applicable) or getting your money back. Always hold on to your tickets as the original ones will, in most cases, still be valid for any rescheduled date.

I've lost my tickets, what do I do?
Call The Ticket Store on 0333 772 7727, we'll be able to cancel your initial tickets and issue reprinted ones for you to collect before the show.

What can I bring into the Arena?
For a list of prohibited items please see our Security page here

Can I bring a walking stick or crutches to an event?
For your safety, and for those around you, we do not allow people using crutches and/or walking aids onto a standing floor. Even though your friends around you could help to look after you, crowd movement on the floor is unpredictable. We will always endeavor to find you an accessible position within the Arena so that you can still come to the concert. Please call our box office on 0333 772 7727 and they will do their best to find alternative tickets.

Are children welcome in the Arena?
Whilst Plymouth Pavilions encourages access for all, we would recommend that parents or guardians do not bring infants less than two years of age into the Arena.

Due to the wide variety of performances at Plymouth Pavilions there may be certain shows in which it is not appropriate to have babies present in the audience. It is often the case that shows carry a recommended age limit. This is to maintain the wellbeing of the child, to prevent impact to the performance of the show and also other guests.

If infants are permitted to a performance, they will need to be accommodated on the parent or guardian's lap as no seat will be allocated. There will be no charge for this (unless specified by the promotor for certain shows). Children under 2 will only be permitted in seated areas of the Arena and not into any standing area. If the babes in arms become restless and cause a disturbance the parent/guardian will be requested to leave the Arena with the child. We reserve the right to not re-admit.


Can't find your answer here? Pop an email to enquiries@plymouthpavilions.com and we'll get back to you.