Frequently Asked Questions

Search below for answers to commonly asked questions from SeatPlan customers.

Can't find what you're looking for? Contact us: help@seatplan.com


  1. About Us

  2. Booking Tickets

  3. My Account

  4. Adding Reviews

  5. Rewards

  6. Anything else?

About Us

Who are SeatPlan?

SeatPlan was established in 2011 to help customers find the best seats for theatre and events across the UK. Use our interactive seating plans to browse thousands of reviews and photos of the view from different seats, all provided by real people.

SeatPlan uses multiple ticket suppliers to provide customers with the best prices and availability.

As seating specialists, we provide expert access guides to help all customers plan and navigate their way around each venue.

Is SeatPlan a secure site?

Yes. Our up-to-date security system ensures that your personal details are safe and secure at all times. Bookings are processed using secure server software (SSL) that protects your personal and credit card details.

SeatPlan is a registered member of the Society of Ticket Agents and Retailers (STAR).

You can verify our STAR membership here

Booking Tickets

What do I do if I have not received my booking confirmation?

Double-check your spam/junk folders to ensure the booking confirmation email has not been sent there. If you cannot locate it, login to your SeatPlan account and visit your "My Tickets" page. You will be able to find customer service contact details here.

Still stuck? Contact us at help@seatplan.com and we can help.

What do I do if I have lost my tickets?

If you have misplaced your tickets, contact the customer service department to arrange for duplicate tickets. Contact details can be found on your booking confirmation.

Alternatively, get in touch at help@seatplan.com

What do I do if my tickets have not arrived?

Double-check that you did not select your tickets to be collected from the Box Office.

If you selected postage, tickets typically take 5 working days to arrive. If you have ordered and paid for your tickets to be delivered and 5 working days have passed, please contact the customer service team. Contact details can be found on your booking confirmation.

Are group discounts available?

Please contact us with the show, date and number of tickets required: help@seatplan.com

Are concessions available?

Concessions are not available for any theatre event, unless specifically stated as a ticket option when booking.

Do you accept Theatre Tokens or gift vouchers?

Theatre Tokens cannot be redeemed with SeatPlan. To redeem your Tokens, please follow the instructions listed here

If you are looking to purchase or use gift vouchers, please call us: +44 (0) 207 492 5366

How do I collect my tickets from the venue?

When booking your tickets, you can choose to collect them from the Box Office. You will be able to collect your tickets on the day of the performance, within an hour before the performance is due to begin.

You will need your booking confirmation to hand.

What if I can't find tickets for a specific date?

Due to popular demand, some shows and events may sell out or only have limited availability. If you cannot find tickets for the date you are looking for, please contact us to find out more: help@seatplan.com

Do I need ID to collect my tickets?

In order to pick up your tickets, you will need your booking confirmation either printed or on your phone. Some shows and events may require customers to bring their credit/debit card used to make the booking.

Please check your booking confirmation email to find out what forms of ID are required.

I bought the tickets as a gift. Can they be picked up by someone else?

Persons picking up the tickets must have a copy of the booking confirmation and the name the tickets are booked under.

Some shows and events may require customers to bring their credit/debit card used to make the booking, so please double-check these details on your booking confirmation.

How do I make an access booking?

Access bookings must be made directly with the venue. Please visit our access pages to find contact details.

Are discounts available for access patrons

Access policies vary from venue to venue. Most theatre's offer a discount for access patrons and their companion, however you must contact the Box Office directly.

How do I cancel or rearrange my booking?

Tickets are non-transferable and non-refundable once purchased, unless a flexi-ticket option has been bought. For further information about your ticket protection policy can be found if you login to your SeatPlan account and visit your "My Tickets" page.

Alternatively, please contact the customer service department using the details on your booking confirmation.

What is the difference between face value and selling price?

Face Value is the price printed on a ticket at the theatre, including VAT. Selling Price is the final sale price, including applicable booking fees.

Can babes-in-arms/children be admitted into the venue?

Most venues require children to be aged 3+ to attend a live event, however each theatre has its own child policy.

Details of age restrictions and recommendations are listed on each show.

Can I buy tickets from overseas?

You can book tickets on SeatPlan if you are based outside the UK. Payment will be collected in British pounds (£), and tickets can only be collected from the theatre's Box Office on the day of the performance.

Tickets cannot be posted overseas or left for collection at hotel receptions.

What i a show or event is cancelled?

If a show or event is cancelled, you will receive a full refund. Please get in touch with the customer service department listed on your booking confirmation, or get in touch with us: help@seatplan.com

Which ticket agents do SeatPlan work with?

SeatPlan works with multiple agents to ensure the best price and availability for all events.

You can details of our suppliers, including terms and conditions, cancellation policies and contact details, on our Terms and Conditions page.

My Account

How do I manage email preferences?

To subscribe or unsubscribe from SeatPlan emails, you must login to your SeatPlan account and visit your "Edit Profile" page.

How do I delete my account?

Please contact us: help@seatplan.com to delete your account.

How can I update my account details?

To update or change your account details, you must login to your SeatPlan account and visit your "Edit Profile" page.

Adding Reviews

Can I add a review for my friend's seat?

Please note that reviews must be from your own experience, and we can only accept one review per performance. This is to ensure that reviews are accurate and helpful for your fellow theatregoers.

Additional reviews will be removed.

How long does it take for my review to be approved?

We aim to approve reviews within 2 working days.

How do I edit my reivew?

To edit your review, please login to your SeatPlan account and visit your "My Reviews and Rewards" page.

How do I report a fake or duplicate review?

Get in touch help@seatplan.com and we will take a look.

Members who add fake or duplicate reviews will have their reviews removed and could face being banned from the site.


What rewards can I earn?

For every review submitted, you can earn 40 rewards per photo. Once you have reach enough points, you will be able to claim a Theatre Token. Visit My Reviews and Rewards to see your balance.

How long will it take for my Rewards balance to increase?

Your Rewards balance will increase when you add review with photos to the site and they are approved by our editors.

When will my Theatre Tokens arrive?

Please note that it takes up to 14 days to process Theatre Token requests. If you have not received your Tokens within 2 weeks of requesting them, please get in touch.

How do I claim a reward?

Visit My Reviews and Rewards to see your balance and claim. Please note that you must have a delivery address registered on your profile to receive Theatre Tokens.

Anything else?

If your question hasn't been answered, get in touch: help@seatplan.com