Booking & Ticket Queries

Below are the answers to the most common questions that customers have when booking or using their account online. If your query isn’t answered below please don’t hesitate to contact the Box Office on 020 7359 4404 or boxoffice@almeida.co.uk


ONLINE SEATING PLAN

I am unable to book the seats I would like as it leaves a single seat unoccupied in the same row 

  • This function is built into our system to help us manage the way in which seats are allocated; it prevents lots of single seats being left in the house which can be difficult to sell and lessen availability to customers.
  • If leaving a single seat is unavoidable (i.e. it is at the end of a row) please contact our Box Office on 020 7359 4404 who will be able to override this function and process the remainder of your booking over the phone.

 
I am unable to book a single seat

  • You should be able to book a single seat, but not if it leaves another single seat in the row. This function is built into our system to help us manage the way in which seats are allocated; it prevents lots of single seats being left in the house which can be difficult to sell and lessen availability to customers.
  • Please contact our Box Office on 020 7359 4404 who will be able to override this function and process the remainder of your booking over the phone.


I am trying to make a group booking but am unable to select more than nine seats
 

  • The maximum number of seats that can be purchased in any one transaction is nine, even if you are purchasing tickets across a number of different productions. This function allows us to offer an optimum service to those making group bookings and also prevents individuals from booking large numbers of tickets to resell through unauthorised agents.
  • If you would like to book more than nine tickets in one transaction please contact our Box Office on 020 7359 4404.


After arriving at the seating plan there doesn’t seem to be the option to select another date without starting the process again 

  • To return to the list of performance dates use the ‘Back’ button on your browser.

 
I have tried looking at a number of dates but there doesn’t seem to be any seats available to select, is the production sold out?  

  • This means that there are no tickets to buy online. However we often have seats available through our Box Office on 020 7359 4404.
  • We will also release tickets on the day of a performance; visit the Box Office in person to purchase these Day Seats from 11am or check back online later in the day for last minute returns.


I am trying to book a ticket at a concessionary rate but the only options are Student, Job Seekers Allowance or Over 60

  • The concessionary rates that we offer are for Students, those claiming Job Seekers Allowance, Over 60s and Deaf and disabled patrons.
  • Access concessions are not available online to ensure that we can offer the best service to Deaf and disabled patrons. If you wish to purchase a ticket using Access concession rate please contact our Box Office on 020 7359 4404.


I am trying to book a concessionary ticket, but this option does not seem to be available 

  • Please ensure you are booking for a performance on which concessions are valid. Concessions are available Monday to Thursday and on all matinees. They are not valid on weekend evening performances. Concessions are only available on seats in the second price band (£22 / £24).


I am unable to select an £8 or £16 seat using the Over 60 concession rate 
 

  • If you select the option to buy a concession rate ticket you will only be able to choose seats that are available at concession rate, in the second price band.
  • Concessionary tickets are £16 so if you would like to book an £8 or £16 ticket you can do so without applying a concession.


I am booking for a captioned performance and would like to know which seats give the best sightlines of the captioning screen
 

  • You should book through our Box Office on 020 7359 4404 or email boxoffice@almeida.co.uk. They will be able to advise you on the best seats to book.



LOGGING IN

When trying to login my username / password is not being accepted  

  • Our password system is case sensitive – please check your Caps Lock is not turned on.
  • If you continue to have problems you can request a password reminder using the Forgot Password function.
  • If you are still experiencing problems contact the Box Office on 020 7359 4404 or boxoffice@almeida.co.uk who will be able to reset your password.


I’ve asked for a password reminder but I’ve not received this by email

  • Check your spam folder in case your spam filter has rejected our email. If this has happened you should add the Almeida Theatre - onlinebookings@almeida.co.uk - into your contacts to ensure future emails go directly to your inbox.
  • If you cannot find the email in your spam please contact the Box Office team on 020 7359 4404 or boxoffice@almeida.co.uk who will be able to reset your password, or resend the email.


There doesn’t seem to be the ability to log out of my account
 

  • In order to log out of your account click the ‘My Account’ button at the top right hand side of the screen. The log out button is to the right of the ‘Manage My Account’ section.



MY ACCOUNT DETAILS

I am unable to edit my account details, after inputting new details they do not seem to save

  • In order to save changes made to your account click on the ‘Save All Changes’ button in the ‘Manage My Account’ section of your account. If the save button is not clicked, all changes will be lost when you log out. Note that you need to click ‘Save All Changes’ even if you have already clicked ‘Ok’ when amending individual sections.

When entering my address I am receiving an error message saying ‘address not valid due to strange characters’ 

  • The address fields on our online booking form do not accept any special characters or punctuation marks. Please ensure you are entering only letters and numbers.
     


BASKET AND ORDER DETAILS
 

Before completing my purchase, will I see an order confirmation page? 

  • After selecting your seats and clicking the ‘Order Seats’ button, you are taken to a page where you can review your order. You will be able to delete seats or click ‘Continue Shopping’ to add more tickets to your order. Clicking the ‘Proceed To Checkout’ button will allow you to confirm your details and billing address. The ‘Submit’ button will take you through the payment pages. You will not see an order overview page before confirming payment but an email confirming the details of your order will be sent.
  • Please do not use the ‘Back’ button whilst on any of the payment pages as this may lose your seats and booking details and may mean you are double-charged. 


My booking session has timed out, will my tickets still be held?  
 

  • Our online booking system will only hold your tickets for 15 minutes. If you do not complete your booking within this time and your session times out you may need to start the booking process again.
  • If the seats you wanted no longer seem to be available, first check whether they are still in your basket. If they are not, they may be locked in your session. Please wait for 30 minutes before trying to book again.



PAYMENT PROCESSING

When trying to make payment I am receiving an error message 

  • Please ensure that the address you are entering is the billing address for your card and that you have entered it as it appears on your statement. We cannot take payment without the correct billing address.
  • You may be using a Diners Card, which unfortunately we do not accept. We accept all other major credit and debit cards - Amex, Mastercard, Solo, Visa Debit, Visa Credit and Visa Electron – so please try making the payment with one of these.
  • If you are paying with Amex make sure that the security code is four rather than three digits long.
     


BOOKING CONFIRMATION 
 

I have booked tickets online but I’ve not received an email confirmation

  • Check your spam folder in case your spam filter has rejected our email. If this has happened you should add the Almeida Theatre - onlinebookings@almeida.co.uk - into your contacts to ensure future emails go directly to your inbox.
  • If you cannot find the email in your spam please contact the Box Office team on 020 7359 4404 or boxoffice@almeida.co.uk who will be able to resend the confirmation email.




E-LIST / DATA PROTECTION SETTINGS

I would like to change my data protection settings / remove my details from the e-list

  • To change your data protection settings log into your account. From there you can change the ‘Post’, ‘Email’, ‘Phone’ and ‘Similar Organisations’ settings to ‘yes’ or ‘no’.
  • To unsubscribe from the e-list change ‘Email’ to 'No'.
  • Before logging out of your account please click ‘Save All Changes’ to ensure that your new settings are saved.


When trying to join the e-list or create a new account I am receiving the error message ‘client with same ID already exists’
 

  • This indicates that your email address is already on our system.
  • If you have forgotten your password for this username, request a password reminder using the ‘Forgot Password’ function. The password reminder will be sent to the email address you are attempting to add.
  • If you do not receive your password reminder email please check your spam folder in case your spam filter has rejected our email. If this has happened you should add the Almeida Theatre - onlinebookings@almeida.co.uk - into your contacts to ensure future emails go directly to your inbox.
  • If you cannot find the email in your spam please contact the Box Office team on 020 7359 4404 or boxoffice@almeida.co.uk who will be able to reset your password, or resend the email.


I’m on your e-list, but haven’t received recent emails from the Almeida Theatre 

  • Look in your spam folder, your spam filter may have rejected our email. If this has happened you should add the Almeida Theatre - myaccount@almeida.co.uk - into your contacts to ensure future emails go directly to your inbox.
  • Our database may suggest you did not wish to receive emails from us (i.e. we don’t have permission according to your Data Protection settings). To add yourself to the e-list simply log into your account and change ‘Email’ to 'Yes'. Before logging out of your account please click ‘Save All Changes’ to ensure that your new settings are saved.
  • If you are still experiencing problems contact the Box Office on 020 7359 4404 or boxoffice@almeida.co.uk who will be able to check your customer record and amend it accordingly.


I am trying to create a new login / sign up to the e-list but my password is not being accepted
 

  • In compliance with internet security regulations passwords must be at least 7 characters long and include at least one capital letter and one number.

 

 
Arts Council England ASP Group