Frequently ASked Questions

COVID-19


For up to date information on the status of our venues and events please see our COVID statement.

BOOKING TICKETS

Online - There are no booking fees online. Go to the homepage and select the show you want to see.

At the venue - Check venue information to find out when the venue box offices are open for ticket sales.

Yes. If your device is compatible a live seating plan will be available from which you can choose your own seats. If you are unable to load this on your device, or if you would rather have the best available seats chosen for you, then your seats will be selected for you after asking you a range of questions regarding your preferences.

If you buy tickets for somebody else, or an individual other than the person purchasing the tickets will be collecting them, please contact the customer team by email at customers@kxtickets.com. Without letting us know in advance it will not be possible for people to pick up tickets without the confirmation email, reference number, or card that was used to purchase the tickets.

KX Tickets do not charge a booking fee, however from time to time a specific production/venue may have these in place which we have to implement, if that is the case it will be clearly noted in the booking flow. There are no fees at all if you book in person at one of our venue Box Offices. 

We no longer offer a postal service for our tickets. Over the past few years this option has seen fewer and fewer requests. With the shift towards print at home and now Mobile Wallet (or E-tickets) we felt it was time to withdraw this option. We know some people love to collect tickets, or just like to have something more substantial to hold onto so you can still pop to one of our box offices and ask to print them off for you, but please note there will be a fee of £1 per ticket to do this.

Depending on the offer you have been given, you may be asked to enter a promo code when you have added tickets to your basket or it may be applied automatically, depending on the date(s) and configuration of items in your basket.

Please note that all offers and discounts are subject to availability, cannot be combined and are not to be applied retrospectively.

PAYMENT

We can accept Visa Credit, Visa Debit, Switch, Mastercard, American Express, Apple Pay & *Google Pay.

*Google Pay is only available in person at this time.

If you have had tickets exchanged or refunded for Witness for the Prosecution to credit then it is very easy to use.

Once you have selected your desired performance, date and time simply login to your account and at the checkout tick the box that says 'use my credit (£xx.xx)' then continue with the confirmation process as normal.

If you have not logged on before just enter your email address and click on the 'forgotten my password' button and the reset information will be sent to you.

If you have credit from any other production please contact the customer team on customers@kxtickets.com and they can process this for you.

Yes. KX Tickets can accept SOLT Tokens for ticket purchases in person. Please note we are unable to accept vouchers for online bookings.

We are unfortunately unable to take Paypal payments however you may be able to pay using Apple Pay depending on the event.

YOUR TICKETS

Print at Home tickets will be sent via email *once payment has been made and the booking confirmed. Please always check your spam/junk folder in case the tickets are misdirected there. If you have still not received your tickets 1 hour after booking please email the customer team on customers@kxtickets.com.

*Please note that Curious Incident of the Dog in the Night-Time at Troubadour Wembley Park is using delayed dispatch, and your tickets will only be emailed to you 48 before your performance. You will still receive a confirmation email at the time of purchase and this does not affect your rights to exchange.

Please check your 'junk' or 'spam' folders. If your confirmation email has been delivered to one of these folders, please add our address to your saved contacts. If you haven't received a confirmation email at all, please email customers@kxtickets.com and your confirmation email can be re-sent.

If your tickets have been lost or damaged, please contact the ticketing agent you booked with. If you booked with KX Tickets and are unable to locate the email containing the tickets please email the customer team on customers@kxtickets.com and we can resend them to you.

During the Covid-19 pandemic, we have adopted a more flexible exchange policy. We will exchange your tickets to a different date or time of the same production or event, provided we are given at least 24 hours' notice. There is no charge for exchanging.

If you exchange, your original tickets will become void and can no longer be used for entry.

If you would like to exchange your tickets, please contact us at customers@kxtickets.com.

Our usual (non-Covid-19) exchange policy is as follows:

We may be able to transfer your tickets to an alternative performance of the same production in certain circumstances. Exchanges cannot be made fewer than 48 hours prior to the start of the performance and is always at the final discretion of the venue Box Office Manager. There will be a £1.50 admin fee per ticket to cover the incurred costs of providing this service. The new tickets can only be allocated to seats of the same price, or greater upon payment of the difference in value.  New tickets will be emailed to you.

Once you have purchased tickets they cannot be refunded, unless the performance has been cancelled or rescheduled. KX Tickets is not liable for adverse weather conditions, travel arrangements, or other factors that may cause you to request a refund.

If you purchased our KX Tickets Ticket Refund Insurance at the time of booking then please read the information provided here:

COMPLAINTS

If you have a grievance then please contact customers@kxtickets.com and inform us of the nature of your complaint. Please supply as much information as you can (date/time/order number etc.) Your message will be reviewed and you will receive a response within three days. If we are unable to resolve the dispute we will pass it on to the appropriate people who can (venue/producer/agent) or to a suitable higher authority within the business.

If we are unable to settle any dispute by negotiation and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members. You can reach STAR on 01904 234 737, or +44 1904 234737 if calling from outside the UK (10am-5pm Monday to Friday), or by completing the complaints form or email info@star.org.uk. If you’d prefer to write to them, their address is:

Society of Ticket Agents and Retailers
PO Box 708
St Leonard's Place
YORK
YO1 0GT

As an online trader, pursuant to European Union legislation, you may use the following link to the European Commission's Online Dispute Resolution platform here, where you can access further information about online dispute resolution.

RESTRICTIONS & RECOMMENDATIONS

Children under two years of age will not be admitted to a venue, for any performance except those clearly marked as FAMILY – SUITABLE FOR ALL AGES. Other restrictions may apply depending on which production you are booking for. Please check before purchasing your tickets. Should the performance allow babes-in-arms, (when clearly marked as FAMILY – SUITABLE FOR ALL AGES) they must have a seat paid for at full price unless there is a specific concessionary price and instruction labelled for the show.

The latecomers and readmittance policy will differ depending on the production. Please visit the corresponding show information section which you can navigate to from the homepage; or call our sales teams for information.

It is illegal under UK copyright law to record any aspect of the performance.


SPECIFIC REQUIREMENTS


Please see our dedicated page for access bookings.

TERMS & CONDITIONS


The full Terms and Conditions for your booking can be found at kxtickets.com/terms-conditions.

By purchasing tickets you agree to our terms and conditions.