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FAQ

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

Index:

  1. Cancellations / Refunds

  2. Booking Tickets

  3. My Account

  4. Adding Reviews & Photos

  5. Rewards

  6. Locations

  7. Work with us

  8. Anything else?


Cancellations / Refunds

I have coronavirus or am self-isolating, what should I do?

SeatPlan uses several suppliers to get the best prices and availability. You must contact the supplier that you fulfilled the booking - their details and your booking reference number are on your email booking confirmation and on our My Tickets page. Here are the quick links to get in touch with them:
  1. Encore Tickets - email seatplan@encoretickets.co.uk

  2. London Theatre Direct - complete the form at https://www.londontheatredirect.com/email-us

  3. Ingresso - email customerservices@ingresso.co.uk

If you are unable to attend a show because you or a member of your party is self-isolating, you can claim a refund if you have purchased booking protection. If you do not have booking protection, an exchange will be requested but is not guaranteed.

Where possible please get in touch via the channels above 24 hours or more ahead of your scheduled performance. To ensure your request is processed as effectively as possible, please quote your booking reference, email address, lead booking name, performance date and performance name.

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. Further information about your ticket protection policy can be found on your My Tickets page. Alternatively, please contact the customer service department using the details on your booking confirmation.

What if 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 on My Tickets.

What are the booking terms and conditions?

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


Booking Tickets

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

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, visit your My Tickets page. You will be able to find customer service contact details there.

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 and on My Tickets.

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 still have not received your tickets after 5 working days, please contact the customer service team using the details below.

If you selected e-tickets for an upcoming performance and these have not been delivered, the supplier that fulfilled your booking can re-send these - their details and your booking reference number are on your email booking confirmation and on our My Tickets page.

Here are the quick links to get in touch with suppliers about missing postage or e-tickets:
  1. Encore Tickets - email seatplan@encoretickets.co.uk

  2. London Theatre Direct - complete the form at https://www.londontheatredirect.com/email-us

  3. Ingresso - email customerservices@ingresso.co.uk


If your performance is within 24 hours, you can also check with the theatre box office directly - as they may have a record of your booking if you can provide proof of booking and identification. The ticketing supplier will be in touch as soon as possible but 24-48 hours notice is always best).

Are group discounts or concessions available?

Group discounts and 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

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.

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 the credit/debit card that was 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 the accessibility page for the theatre you are looking to book for information and contact details.

Are discounts available for access patrons?

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

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. It is recommended that anybody under the age of 16 sits next to an accompanying adult, as certain venues do not allowed patrons under 16 to sit by themselves.

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 (£). We recommend you choose e-ticket or box office collection as your delivery method on checkout.

What if certain performers do not appear in the performance I see?

No guarantee can be made that any star/performer/cast-member will appear as they may have to miss performances at short notice due to illness, injury or various other reasons. SeatPlan does not accept responsibility for any individual performer appearing at any particular performance.

Do you charge booking fees?

Our ticket agents are able to provide discounts that are not available when booking directly from the box office but may sometimes charge a booking fee on top of face value. All prices on SeatPlan.com include applicable booking fees to ensure extra costs are not added during checkout, except for certain delivery methods. STAR guidelines require face value ticket cost to be shown during checkout and our agents display this on the payment screen either beneath the total cost or by clicking on an “i” symbol for more information.

For more information about our ticket agents, see our Terms and Conditions here.

My Account

How do I manage email preferences?

To subscribe or unsubscribe from SeatPlan emails, go to 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, go to your Edit Profile page.

Adding Reviews & Photos

Why was my seat view photo rejected?

SeatPlan hold the right to reject photos that do not adhere to certain guidelines. If one of your photos is rejected it is likely due to one of the below reasons:
  • - The stage was too out-of-focus

  • - Too much of the stage was obscured by your program/Playbill

  • - Members of the cast were visible (Note: photos that show cast will be accepted for productions that allow photography of the performers)

  • - The photo did not show the view of the stage from your seat (ie. it was a selfie or was looking elsewhere in the auditorium)

  • - The photo is smaller than 600 pixels wide x 400 pixels high


Can I add a seat view photo from my friend's seat?

If you are attending your show with a group, we can accept up to 3 seat view photos per performance, submitted as separate reviews. At least one of your reviews must include a ticket stub photo as proof that you were there. The additional photos must be from seats that are near to the one shown in the ticket stub. If SeatPlan find any reason to suspect the reviews submitted are false or misleading, they may be rejected.

How long does it take for my reviews/photos to be approved?

We aim to approve reviews and photos within 2 working days.

How do I edit my review/photo?

To edit your review, visit your My Photos page.

How do I report a fake or duplicate photo or review?

Click the "flag" icon beneath the photo / review and we will take a look. We remove fake or duplicate content and members who post it could be banned from the site.

Are the seating plans provided on SeatPlan completely accurate?

The seating plans on SeatPlan are indicative and designed to give a strong impression of a venue's seating layout. Our internal team of theatre experts endeavour to keep the seating plans on our website as up-to-date as possible but in some instances a venue may alter their seating at short notice.

Rewards

For all queries related to Rewards, please visit our Rewards page here.

Locations

What cities SeatPlan cover?

SeatPlan covers the below cities:

UK

Aylesbury

Birmingham

Brighton

Bristol

Edinburgh

Glasgow

Liverpool

London

Manchester

Milton Keynes

Oxford

Richmond

Stoke-on-Trent

Sunderland

Torquay

Wimbledon

Woking

York

United States

New York

Canada

Toronto

Work with us

How can I talk to SeatPlan about partnering with my website or social group?

If you represent a theatre-related website or social group that you think would make a good partnership with SeatPlan, please send an email to help@seatplan.com and we will contact you as soon as possible.

How can I suggest a venue or city to add to SeatPlan

Please send an email to help@seatplan.com with any suggestions you have for cities or venues that you think should be added to SeatPlan and our team will look into it.

Anything else?

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