Frequently Asked Questions

Here you can find out answers to commonly asked questions from SeatPlan users. If you cannot find what you're looking for, please get in touch with us at help@seatplan.com.

Index:

  1. About Us

  2. Booking Tickets

  3. My Account

  4. Adding Reviews

  5. Rewards

  6. Anything else?

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About Us

What is SeatPlan?
SeatPlan was established in 2011 to help customers find the best seats for shows and events across the UK. You can use our cutting-edge interactive seating plans to browse thousands of reviews and photos of the view from different seats, all provided by real people.

SeatPlan uses different ticket suppliers to give customers the best availability and prices. We are connected to many venue ticketing systems to ensure you are browsing tickets in real-time from the official source.

As a seating specialist, we also provide expert accessibility guides to help customers plan and navigate their way around each venue.

Is SeatPlan a secure site?
Yes it is. We maintain the most up to date security systems to ensure your personal details are safe with us. Orders are processed using secure server software (SSL) to protect your personal and credit card details. SeatPlan is a member of the Society of Ticket Agents and Retailers (STAR).

You can verify our STAR membership here.

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Booking Tickets

I have not received my email booking confirmation. What do I do?
Please check your junk folder to make sure you have not received your confirmation. If you still cannot find it, contact us at help@seatplan.com and we will arrange for the confirmation to be re-sent to you.

If you are a member of SeatPlan you can also login and visit the 'My Tickets' page to view your booking details.

I've lost my tickets. What do I do?
If you have lost your tickets then please contact us as soon as possible. Duplicate tickets will be arranged, however these can only be collected from the venue's box office on the day of performance. Proof of ID may be required to collect the tickets. Please contact us at help@seatplan.com or call the reservations number on your booking confirmation.

My tickets haven't arrived in the post. What do I do?
Please check your booking confirmation to confirm that your tickets are set to delivery or box office collection. If you have opted for postage and 5 working days have passed since you made the booking, please call the reservations number on your booking confirmation or email us at help@seatplan.com.

Do you offer discounts to groups?
This depends on the show, the date and how many people you are trying to book for. Please email your group enquiry with all of these details to help@seatplan.com, and we will respond to you shortly.

Do shows offer child/student/concessions discounts?
Theatres and events do not offer discounts to children, students or concessions, unless this is specifically stated as a ticket option when you try to book.

Do you accept Theatre Tokens?
SeatPlan rewards users with Theatre Tokens but they cannot be redeemed online. To redeem your Tokens, please follow the instructions listed here.

However if you are looking to purchase gift vouchers for someone, you can do so from SeatPlan by calling +44 (0) 207 492 5366.

Can I collect my tickets at the venue?
You can choose to collect your tickets at the venue on the Checkout page. You will be able to collect your tickets on the day of the event.

When will my tickets be delivered?
If you have paid for postage, tickets will be delivered within 5 working days.

I cannot find the availability I want - can you help?
Due to popular demand, certain shows and events may sell out or certain offers may only have limited availability. If you cannot find what you are looking for, please email help@seatplan.com and we will do our very best to fulfil your requirements, or find you a suitable alternative.

What ID do I need to collect the tickets?
You will need to take your booking confirmation email with you to collect tickets. Some shows and events also require customers to bring the credit/debit card used to make the booking. Please check your booking confirmation email to find out what forms of ID are required.

Can someone else pick up my tickets from the box office?
Some venues allow this and some don’t. Please call the reservations number on your booking confirmation to find out if this is possible or not.

How do I make an access booking?
You will need to contact the venue directly to let them know your requirements and ensure that the venue can accommodate your needs before you book. Access booking numbers can be found on the relevant venue page on SeatPlan.

Can I amend or cancel my booking?
Tickets are non-refundable and non-transferable, unless you have paid for a ticket protection policy. For further information about your ticket protection policy and how to use it, please login to SeatPlan and visit the My Tickets page.

If you do not have a SeatPlan login, please refer to the account activation email you were sent at the time of making the booking. Alternatively you can contact the reservations department using the the number on your booking confirmation.

What's the difference between Face Value and Selling Price?
The Face Value is the price printed on a ticket at the theatre, which includes VAT. The Selling Price is the final price including any applicable booking fees.

Will babes in arms / children be admitted to the venue?
Each venue will have its own child policy. Generally, venues require children to be aged 3+ to attend a live event. Details of any applicable child policies are detailed on our show/event pages. If you have read this and are still unsure, please contact us at help@seatplan.com.

Can I order tickets from overseas?
You can book tickets on SeatPlan if you are based outside of the UK. We will collect payment from you in British pounds (£). You can collect your tickets at the theatre box office on the day of the performance at no extra cost. Unfortunately we cannot leave tickets for collection at hotel receptions.

What happens if a show or event is cancelled?
If a show or event is cancelled then you will receive a full refund. Our reservations team will contact you to arrange this.

Which ticket agents do SeatPlan work with?
To give you the best price and availability, SeatPlan sources tickets from different ticket agencies. You can find our suppliers' terms and conditions, cancellation policies and contact details on our Terms and Conditions page.


My Account

How do I manage my email preferences?
Visit your 'Edit Profile' page. There you can manage your subscription to the different types of emails we send to our members.

How do I delete my account?
Let us know by emailing help@seatplan.com and we can delete your account for you.

Can I change my account details?
Visit your 'Edit Profile' page. From here you can modify your profile and contact details.


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Adding Reviews

Can I add a review for seats that other people sat in?
To ensure your reviews are as useful as possible to other SeatPlan users, please ensure you only add reviews for seats that you have sat in. If you would like to review seats that other people have sat in, make sure that you get their permission and feedback so their experience is accurately reflected in the review. Please note, reviewing more than one seat on a single performance will not increase your Rewards balance.

How long will it take for my review to be approved?
Reviews are moderated regularly by our editors throughout the week. We aim to approve all reviews within 2 working days.

I've made a mistake on a review. How do I correct it?
Let us know by emailing help@seatplan.com. One of our editors can amend or delete the review for you.

I've spotted a fake or duplicate review. How do I report this?
Just email us on help@seatplan.com and we will investigate. Any members who have been caught adding fake or duplicate reviews will be banned from using the site and their reviews will be deleted.


Rewards

Why has my Rewards balance increased by 40p after leaving a review?
You will earn £0.40 towards your Rewards balance for each photo you attach to a review. You need to add a photo of both the ticket stub and the view from your seat in order to earn 80p for your review.

When will my rewards balance update after I have left my review?
Your rewards balance will increase as soon as you add a review with photos to the site. However, your Rewards balance may decrease if the review is not approved by our editors.

When will my Theatre Tokens arrive?
You will receive your Theatre Tokens within 14 working days of requesting them.

How do I request my Theatre Tokens?
Visit your profile page to request your Theatre Tokens. If your Rewards balance is £10 or more, there will be a button to request your Tokens that you can click on. SeatPlan will only send Tokens once your reviews have been approved.

Anything else?

If your question hasn't been answered here, get in touch by emailing us at help@seatplan.com.