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FAQs

All the answers to your frequently asked questions

How can I buy my tickets?
You can buy your tickets from us via our website plymouthpavilions.com or from our Box Office 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 our Box Office is open on show nights.

Can I book in person?
Unfortunately our Box Office 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 providing our booking service 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 the recent 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 are able to give.

If I have special requirements, how can I book tickets?
If you have a disability or any special requirements then you can call us on 0333 772 7727 to book your tickets. We handle these booking 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 special 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 us 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.

Do I have to pay a postage fee on my tickets?
If you want to receive you tickets by post, there is a £2.50 per transaction postage fee.

Can I cancel my order if I change my mind or can no longer make the gig?
Unfortunately we are unable to offer refunds.

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. These are usually put in place in an attempt to combat ticket touting and ensure that people don't buy extra ticket to resell at profit.

I want to book by phone, will tickets be available?
Initially, yes. We split the tickets we have available to sell into 2 blocks, ones which can be booked online and ones which can be booked over the phone. As online booking is much quicker, we limit how many we sell via our website (this varies from show to show, but is usually around 50%) to stop all tickets being booked online before we can process the telephone queue. However, once tickets sell out, there will be no availability.

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 don't buy the maximum number of tickets allowed, so refresh the page periodically to check for returns. Once all available tickets have been allocated, a "Sorry, we have no tickets available..." message will display. Tickets for popular shows sell out online within minutes.

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 us on 0333 772 7727.

I asked for my tickets to be posted but they haven't arrived, what do I do?
Call us 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 us 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 access page HERE

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.