FAQ
Welcome back, we’ve missed you!
Welcoming you back safely.
We’re proud to be See it Safely approved, we want you to feel confident knowing that our team, artists, community groups and audiences are always COVID-secure based on the latest government guidelines. Our spacious foyer and auditorium are waiting for your return!
We take our position as a trusted venue and your safety seriously, and we aim to make sure that everyone feels as comfortable and as normal as possible.
Will visitors have to wear masks?
Mask wearing is entirely your own choice. We will continue to have masks available in the venue should you require them, and we will make you feel comfortable whatever your preference.
Will social distancing be in place?
We’re lucky to have a sufficiently large venue to make this less of an issue especially in our garden and foyer, and our auditorium has re-opened in full.
How many people can I visit with or book tickets for?
The rule of six no longer applies; we can accommodate larger groups for lunch and meet-ups. Why not restart your book club, perhaps revisit the leader board with a welcome back game of chess, the less victorious buying lunch!
Performance bookings have returned to normal with our theatre returning to full capacity – some events have almost sold out, don’t miss your return visit!
When will your in-person box office re-open?
It already has! Our Box Office is now open between 10am – 3pm Monday through to Saturday, and is also open an hour before each performance starts – perfect for those impromptu theatre trips!
How long is lost property kept by Trinity?
We keep lost property for up to 2 months.
Ticketing Question?
Call 01892 678 678
Email: boxoffice@trinitytheatre.net
Membership question?
Why not email: boxoffice@trinitytheatre.net
OUR SERVICE PROMISE
The safety of our teams and guests is paramount. We will continue to follow government guidance at a minimum; in many areas, we are already going beyond what is legislated and will continue to do so.
Click the headings below for further information. Can’t find the answer you were looking for? Contact us at enquiries@trinitytheatre.net
Box Office Opening Hours
Our Box Office is open in-person for the hours stated below, and is also open an hour before each performance starts, perfect for those impromptu theatre trips!
Telephone: 01892 678 678
Email: boxoffice@trinitytheatre.net
| Monday | 10am – 3pm |
| Tuesday | 10am – 3pm |
| Wednesday | 10am – 3pm |
| Thursday | 10am – 3pm |
| Friday | 10am – 3pm |
| Saturday | 10am – 3pm |
| Sunday | CLOSED |
Kitchen & Bar Opening Hours
Our Kitchen & Bar is open for the hours stated below, and is also open an hour before each performance starts, so why not join us for a pre-show drink?
Booking isn’t required, but is encouraged for special occasions or larger groups. To book your table, simply email beverley@trinitytheatre.net with the time you’d like to book and how many people you’d like to book for. Bookings will be confirmed by a member of our friendly Kitchen & Bar team.
| Monday | 10am – 3pm |
| Tuesday | 10am – 3pm |
| Wednesday | 10am – 3pm |
| Thursday | 10am – 3pm |
| Friday | 10am – 3pm |
| Saturday | 10am – 3pm |
| Sunday | CLOSED |
Booking
How can I book tickets and what are the costs?
You can book tickets online 24/7, and over the telephone and in-person during Box Office opening hours. There is a booking fee of £3.25 per transaction for bookings made online or over the telephone. Shows from 1st January 2024 incorporate a £1 venue commission within the ticket price.
Trinity members pay no booking fees. Why not join? Trinity Membership
Can tickets be reserved to be paid for on arrival?
Tickets need to be paid for in advance. However, the Box Office may be able to reserve tickets for you for a short period if, for example, you are arranging a group booking.
Why do you charge a £3.25 booking fee over the phone and online?
While we know that booking fees are not popular, we need this income to support our website and ticketing system. We only receive a small proportion of the ticket income and if we were to include this in the ticket price it would result in a disproportionate increase. To avoid booking fees why not become a member?
I have booked to see a show or a film. Can I return my ticket?
We are unable to give a refund unless a performance is cancelled. However, if you advise us at least 24 hours in advance of your event, we will exchange your tickets or credit your Trinity Theatre account. Should a performance be sold out and you are unable to attend then we will be happy to attempt to resell your ticket. There is no charge for this service.
What happens if I am late for a performance?
In most cases, we are able to admit latecomers, although we may ask you to wait until a suitable break in the performance. Please be aware that if you cannot be admitted due to lateness, we are unable to give any refunds, exchanges or credit vouchers.
Vouchers
How do I purchase gift vouchers?
Trinity gift vouchers can be purchased via our website or at the Box Office.
How can I use a film voucher?
Trinity film vouchers can only be redeemed in person at our Box Office. Vouchers!
I have a Trinity gift voucher or credit note. How can I redeem this?
If you have a Trinity voucher or credit note you can redeem this in person or over the telephone using the unique code on the voucher. You can also enter the code when checking out online. When booking online, a check box may be clicked if you would like to use existing credit to contribute during your purchase.
Why do you not accept national and other theatre tokens?
There are significant costs associated with these schemes and we are not able to participate at present.
Your Account
Why do I have to have an online account with you?
In order to purchase tickets securely online we need your details and email address. You are able to check out online as a guest without saving your personal information. We hope, however, that you will want to book with us more than once and if you have an account it will save you having to input your details each time you book.
What do I do if I cannot login to my account?
If you cannot login to your account you can either request a password reminder online or call the Box Office and they will be able to send one to you.
Friends of Trinity
How do I renew my Trinity membership?
You can renew your Friends of Trinity membership at any time either online or via our Box Office. If for any reason you need to move from a Joint to a Single Friend, or vice versa, and you wish to renew early, you will need to contact our Box Office.
How do I purchase membership price tickets online?
All you need to do is ensure that you are logged on to your account on our website, choose your seats, and then select Friends from the drop-down menu.
I have a Joint membership – can I register two emails to this account?
Only one email and one postal address can be registered to each account.
Access
At Trinity we are committed to making our building and our performances as accessible as possible for all.
How do I purchase wheelchair seats?
To purchase wheelchair tickets you need to contact the Box Office.
Do you make Personal Assistant (Carer) tickets available?
If you contact the Box Office we will be happy to arrange Personal Assistant tickets.
I don’t need a wheelchair, but I have mobility issues. How accessible is the auditorium?
Our auditorium is raked from Row A which is on the same level as the foyer. If you have mobility issues we would suggest that you book Row A.
Do you have a Hearing Loop?
Yes, we have an infra-red hearing system – please make yourself known to the Front of House team who will be able to assist you. For best reception please avoid Row L in the stalls and Rows P and R in the balcony.
Do you allow Guide and Assistance Dogs?
Yes, we do. Please make yourself known to our Front of House team who will assist you. We are not able to allow dogs that are not either Guide Dogs or Assistance Dogs into the auditorium, but they are welcome in the foyer area.
What is your Senior Cinema?
Our Senior Cinema is an initiative that we have developed with the Good Neighbour Project and is aimed at combating social isolation. These are film screenings that take place occasionally on a Monday morning and are generally “classic” films. The house lights are not completely dimmed, the volume is slightly higher than normal and there is a 15-minute interval. They are open to members of the public but please be aware that these will be slightly different from our normal screenings.
Children & Young People
Children and young people are the audiences of the future and at Trinity we are committed to encouraging and enabling them to attend our screenings.
What age qualifies someone for a child’s ticket?
Our children’s tickets are available for those up to and including the age of 15.
Up to what age is a baby allowed to sit on a parent’s lap without a ticket?
Up to the age of 12 months a baby is allowed to sit on a parent’s lap without a ticket. But please spare a thought for other audience members. If your baby grows unsettled, please step outside for a moment until they’ve calmed down. You might also wish to ensure that you are seated at the end of a row.
Up to what age is a child allowed to attend a performance or screening unaccompanied by an adult?
Children aged 12 and under always need to be supervised in the auditorium for both live shows and films. In respect of film screenings, they must be accompanied when the certificate is 12A. Children aged between 13 and 15 are welcome to attend screenings of films that have a certificate of U and 12A unaccompanied.
What are Family Tickets and why are they not available for every show?
Family Tickets are made available from time to time by visiting theatre companies and they are for two adults and two children. This is a choice made by the visiting company.
Why do you not have a Family Ticket for the Christmas show?
In order to give our customers the most choice and flexibility, we have decided to make our pricing transparent so that you can choose the number of tickets for children or adults you wish to buy.
