Postponed, Re-scheduled and Cancelled Events
- I have tickets for an event that is postponed or cancelled, what should I do?
We will directly contact the named booker for any event that is postponed or cancelled. Please ensure we have the most up-to-date contact information for you. For postponed or cancelled events, we offer the option of a full refund*, or to priority book the same or similar seats for the equivalent newly scheduled date, or to donate your ticket value to support the future work of our Creative Learning team. If you have requested a refund, and not heard from us within 14 days, please get in touch.
- I have requested an exchange to the newly scheduled date, what happens next?
The Box Office will automatically exchange your tickets across to the same seats of the equivalent performance of the new schedule. You will receive an email to confirm this – and we will post the new tickets to you directly. We encourage our customers to destroy any original, invalid tickets to avoid confusion closer to the time of the event.
- I have requested a refund, what happens next?
Refunds are made in accordance with the original payment method. As soon as the refund has been processed, you will receive an automated email to confirm the ticket(s) being returned, the refund amount, and the refund method. If you have paid using a combination of methods, we will refund each part via their original payment method.
For orders paid with card
Our refund confirmation emails only hold the last four digits of the card used at the time of payment – this is to help you identify the account to expect the refund. Even if you have had a new card issued since, you can be confident that the refund will still land in the same account. Refunds can take between three and five working days to appear on a bank statement, so please don’t panic if you can’t trace it right away. If you have paid for tickets using an account that you can no longer access – please contact the box office and we will arrange an alternative refund method.
For orders paid with cash or cheque
If you purchased tickets using cash, or paid using cheque, a member of the sales team will contact you to collect details to refund your account using BACs (electronic bank transfer). BACs refunds will take longer to process, due to the manual nature of this refund method.
For orders paid with a gift voucher
Ticket purchases using a gift voucher will qualify for a new gift voucher to be issued. This will be emailed to you in the form of a new voucher code, with a two-year validity from the date of issue.
- Privacy Notice
The Grand Opera House Trust takes your privacy seriously, and we are committed to safeguarding and protecting your personal data. The Trust is a “Controller” for the purposes of data protection law, and in particular the General Data Protection Regulations (GDPR) 2018. This means that we are responsible for deciding how we hold and use personal data about you. We aim to be clear about how we use your personal data, and this privacy notice explains how we look after your personal data, what personal data we process and why.
It is important that you read this privacy notice together with any other privacy notice we may provide when collecting or processing personal data, so you are fully aware of how and why we are using your personal data.
- Where is the Grand Opera House?
Easily accessible by road or public transport, The Grand Opera House is located on Great Victoria Street, next door to the Europa Hotel and The Fitzwilliam Hotel. The main entrance is on Great Victoria Street, with Stage Door located on Glengall Street.
- Where can I park?
There is a multi-storey car park situated behind the Europa Hotel, accessible via Sandy Row and Hope Street. McCausland Car Park, located on Grosvenor Road, is open to midnight, Monday – Friday, and 11.00pm on Sunday. There is limited on-street parking on Great Victoria Street, with parking free after 6.30pm and all day Sunday.
- Is there a bus or a train station nearby?
Great Victoria Street Train Station and the Europa Bus Centre are located on Great Victoria Street, next door to the Grand Opera House. Rail services are available on the Bangor, L/Derry, Larne and Portadown lines, and cross-border Enterprise services to and from Dublin are also available from Belfast Central Station. The Europa Bus Centre provides services across Northern Ireland. Timetables can be viewed at www.translink.co.uk or contact 028 9066 6630 for further information.
To plan your route, or for more information please click here.
- Where can I stay overnight?
You will find a range of fantastic accommodation here in Belfast and acrossNorthern Ireland. From 5star hotels, guest houses, bed & breakfast, hostels, self-catering and camping & caravanning, you’ll find exactly what you’re looking for and within your budget.
Click here for a list of hotels in Belfast.
- What should I wear?
There is no formal dress code for attending a show at the Grand Opera House, other than the prohibition of sporting jerseys such as football shirts.
- What are your opening hours?
The Box Office is open Monday to Saturday, from 10.00am – 5.00pm. Opening hours on Sundays and Bank Holidays may vary, depending on the performance schedule across these dates.
- Do you offer Wi-Fi access?
BT Openzone Wireless Internet is available free of charge throughout the Grand Opera House.
- What facilities do you have for disabled customers?
There is level access to the front of the Grand Opera House, with lift access to all floors. Toilets are situated at every level and are equipped with grab rails, sink lever operated taps, low level mirrors and pull cord alarms.
We can accommodate several wheelchair user spaces in the main auditorium and The Baby Grand. Please make Box Office aware when booking if you require a wheelchair user space.
The Grand Opera House is equipped with an induction loop system in the main auditorium and The Baby Grand, however there are some dead spots. Box Office and the Theatre bars are also equipped with the loop system. An infrared system is also available for the main auditorium for which headsets are available from the main foyer. Please make us aware at the time of booking if you have increased access requirements so we can ensure that you have the best seating, and price, possible.
We have a member of staff trained in British Sign Language to Level 2. Assistance Dogs are welcome, but we do recommend you call or visit the Box Office before attending the venue. Large print, audio-CD and Braille versions of our season brochure are available on request.
Check our accessibility pages for more information.
- What time do your shows start?
The show will start promptly at the advertised time. We recommend that you arrive at least 15 minutes prior to the time printed on your ticket.
- What happens if I am late?
For some productions we may have to ask you to wait for a suitable break in the performance before we can allow you to take your seats. Occasionally this can mean waiting until the interval. The admission of latecomers is solely at the discretion of the Duty Manager.
- Can I leave my coat or bag with someone?
Situated in the Theatre foyer, the cloakroom is free of charge for Friends of the Theatre, we kindly ask all other customers attending a performance to make a voluntary donation to our sponsored Charity NI Hospice for use of this service. Please be aware that due to security precautions we cannot accept bags or luggage into the cloakroom.
- What can I do if I lose something?
If you have lost a belonging during your visit please report it to a member of staff immediately. If you discover you have lost something after leaving the Theatre please contact Stage Door on 028 9024 0411 and we will do our utmost to help you.
Please be aware that The Theatre can accept no responsibility for the loss, theft or damage to customer belongings.
- Can I buy a drink before the show?
The Theatre bars are always open before a show, serving a range of drinks – you can download a drinks list here. You can also take your drink into the main auditorium for most shows (excluding those customers seated in the Gods). As we expect our bars to be very busy during the interval, we recommend that you place your interval drinks order in any of our bars before the show begins.
Please check our hospitality page for more information.
- Do you sell sweets and confectionary items?
We sell an assortment of sweets, soft drinks, programmes and ice creams in the Theatre Foyer. Our Front of House team also offers a selection of confectionery items and merchandise at various locations throughout the building.
- Where are the toilets?
Toilets, including accessible toilets, are located on every floor of the Grand Opera House. These are well sign-posted throughout the building.
- Is there a lift?
A lift is located in the Theatre Foyer beside the main entrance offering convenient access to all floors of the Grand Opera House. If you require additional assistance, please speak to a member of our Front of House team on your arrival at The Theatre.
- Do you use special effects?
Some shows will use special effects such as strobe lighting, smoke effects or loud noises. When possible, signage will be placed throughout the building advising you about the use of special effects. If you have any concerns regarding the use of special effects, please contact Box Office on 028 9024 1919.
- Is there always an interval?
Most shows have an interval which will last for 15 or 20 minutes. During this time, you can remain in your seat or visit one of the Theatre’s bars. As we expect our bars to be very busy during the interval, we recommend that you place your interval drinks order in any of our bars before the show begins.
- What time do shows normally end?
Running times vary, but whenever possible, we will include this information on the booking pages of our website. Alternatively, please contact Box Office on 028 9024 1919 for further information.
- Do you use Booster Seats for children?
Booster Seats for Children are available from the Box Office Counter in the Theatre Foyer on a first come, first served basis. No payment is required; however, we ask that customers make a small donation to NI Hospice.
- Can I get a refund if I can’t get to the Theatre because of bad weather?
In accordance with our standard terms and conditions of sale, and in line with other Belfast venues, refunds will be offered only on the rare occasions when we are forced to cancel a performance.
Normally the weather does not cause any problems for people wanting to see a show at the Grand Opera House, but from time to time heavy snow or rain can make it difficult for some people to travel. Even in adverse weather conditions, our aim is always to go ahead with a show so as not to disappoint those who can make it to the Theatre safely. In the unlikely event that we are forced to cancel a performance for any reason, customers with tickets for that show will be given a full refund.
If the show is able to go ahead but you are not able to make it because of extreme weather conditions, we may be able to offer you seats at an alternative performance of the same production, subject to availability and at the discretion of the show’s producer. However, as we are not responsible for the impact of the weather in different parts of the country, we are unable to offer refunds or exchange tickets for a different production.
- What different seating areas are there within the auditorium?
The Stalls is the name we use for the ground floor in the main auditorium. The first floor is called the Circle and consists of a mezzanine floor called the Grand Circle and a main floor called the Upper Circle. The second floor is called the Gods.
- What are the Pit Seats?
For some shows, we will add up to two extra rows of seating at the front of the Stalls. These are in the area where the orchestra would sit, but the pit floor is raised so that these seats are on the same level as the rest of the ground floor. The seats are temporary, fold-up chairs. They have no armrests but are padded.
- What does Restricted View Mean?
We have approximately 120 seats in our main auditorium classed as ‘Restricted View’. This means that a structural feature, such as a pillar or hand-rail, will partially block your view of the stage. Degrees of restriction vary, but your view of the stage is never completely impeded, and the seats are discounted because of this. You will always be told if you are booking a restricted view seat before you purchase it. Photos showing the view from selected seats within the auditorium can be found on our Box Office Information page.
- Can I pick my own seats?
When booking tickets via our website, you may be allocated the best available seats, or can select the specific seats that you wish to buy from a seating plan.
- What discounts and concessions are available?
Special discounts vary greatly from show to show. Please check with Box Office before purchasing your tickets to see what discounts are available for a particular show. Where children’s, family, senior citizen or student discounts are available, they will also be redeemable online.
Our standard practice for most shows is that a half-price Stand-By Rate will be available from 6.00pm (Monday – Friday) for that evening’s performance for senior citizens, students or the unwaged. Proof of eligibility may be required.
- Do Groups and Schools get a special rate?
A standard Group Rate is available for most shows, and applies to groups of 10 or more customers. Please check show page for availability.
We often also offer special rates for schools for weekday matinees – sometimes up to half-price for pupils with free seats for teachers. Please check with Box Office for further information.
- What access assistance do you have when booking tickets?
You can talk to a member of our Box Office team during Box Office opening hours on the online messenger Zopim, as well as an induction loop system at the Box Office Counter in the theatre foyer.
- What payment methods do you accept?
We accept the following debit/credit cards: Visa, Visa Debit, Visa Electron, Mastercard, Switch/Maestro, Delta. Cheques should be made payable to ‘Grand Opera House’.
- Can I use my friend's credit card to pay?
No, it must be your own payment card. Our security measures mean that the card used to make the purchase must be registered to the address of the person booking the tickets. This is to protect our customers from fraudulent use of their credit or debit cards.
- What do you do with my credit/debit card details?
We use these details only to process your booking; as soon as your booking has been processed, your details are encrypted and are not stored on our system.
- What do you do with my personal details?
When booking tickets we will securely store your personal contact details on our system so that we can communicate with you in relation to your order.
During this process we will also check whether or not you would like to receive communication from us about upcoming events.
If you do not want us to contact you, please let us know. We will never share your details with anyone else and can provide details of all information we hold upon request – as per data protection law.
- When will I receive my tickets?
We print out tickets within 24 hours of their purchase, and will post them to you immediately. If you do not receive your tickets, please contact Box Office on 028 9024 1919.
- I want to collect my tickets in person, where do I do that?
If you opt to collect your tickets in person, you can collect them from the Box Office Counter in the main theatre foyer. You will need the Booking Reference number and be able to confirm the name and address details for the booking. Remember, if you are collecting tickets before the show, there can sometimes be a queue at Box Office so please leave plenty of time.
- Can I get a refund on my tickets?
Refunds will be made if a performance is cancelled but are not available in any other circumstances. Tickets may be exchanged but solely at the discretion of the Box Office Manager (a handling fee may apply). You can read our full terms & conditions of purchase online.
- Do you sell Gift Vouchers?
We sell Gift Vouchers in any monetary denominations. Valid for 12 months, Gift Vouchers may be used to buy show tickets or hospitality in advance of your visit. . You can buy Gift Vouchers online and these can be redeemed online or by calling the Box Office using the unique reference number printed on the Gift Voucher. We regret that Gift Vouchers cannot be extended under any circumstances.
- What is the Booking Fee for?
A per ticket booking fee of £1.75 will apply to bookings over the phone and £1.25 through the website. There is no booking fee charge for in-person payments made at the Box Office counter in the Theatre foyer. This booking fee helps to ensure our Theatre as a sustainable business.
- What is the Restoration Levy for?
The Restoration Levy makes up 7.5% of the ticket price you pay. It is ring-fenced for investment in the preservation, improvement and enhancement of our historic listed building, technical department, health and safety obligations and in all areas of customer service to ensure that the comfort and safety of all customers and visitors is maintained to the highest standard.
- Latecomers Policy
We recommend that you arrive at least 15 minutes prior to the start time printed on your ticket. We will always endeavour to seat you in the correct seating without disrupting other patrons.
However, if you are late we may have to ask you to wait for a suitable break before we can allow you to take your seats – occasionally this can mean waiting until the interval. The admission of latecomers is solely at the discretion of the Duty Manager.
Whilst we love our patrons to share their experience, due to copyright and safety issues, the use of photographic, sound recording and mobile communications equipment is not permitted during performances in the main auditorium or The Baby Grand.
- Tickets for Babies
Every member of the audience, including children and babies, must be in possession of a valid ticket. Children under the age of 14 years must be accompanied by an adult at all times.
Children under 18 months may be issued with a ‘Babes in Arms’ ticket to sit on a parent or guardian’s knee; all children over 18 months must have a seat purchased for them. Regardless of age, any child deemed to be disruptive to the audience may be asked to leave the auditorium without refund.
- Use of Mobile Phones
For the enjoyment of all customers, the use of mobile phones is strictly prohibited during performances.
- Upgrading Tickets
Occasionally we may have to reseat audience members but will ensure that the seat they are moved to is of equal or greater ticket value.