Blackpool Grand Theatre

COVID-19 Updates

Covid-19 Coronavirus Ticket Updates

This page is updated regularly to answer your Frequently Asked Questions (FAQs) and keep you informed of any changes that may affect you, following UK Government Guideline announcements.

 

Blackpool Grand is committed to the health and safety of its visitors, employees, visiting casts and their families.

 

Most Asked Questions:

Is there news about my booking? Please check your JUNK/SPAM email folder before trying to contact the theatre. Many customers have found that they have been contacted by us but, because of the way their inboxes are set up, the communication has been redirected to another folder. Please check first.

 

Is the Box Office open for in-person transactions? No. The box office at the theatre is CLOSED until further notice.

 

I haven’t got my tickets yet, what should I do? Don’t worry. If you are waiting for tickets for an upcoming show, or for one which has been moved to a later date, you do not need to contact us. We have your booking safely in our system and we will contact you, nearer the date of the performance. Either, you will be sent an email with your print-at-home ticket OR, if you don’t have an email, your tickets will be available for you to collect on the day/night of the performance.

 

When will I receive my refund? Once you have been advised that you are due a refund (in an email confirmation) it can take 5 days or more for the money to reach your account. We are unable to confirm exactly how long because banks work differently. If you have not received your refund in 30-days, then please email us at box@blackpoolgrand.co.uk with ‘REFUND-30’ in the subject line and we will be able to investigate and resolve matters on your behalf. Please note: as per our normal terms and conditions, refunds are not available for performances that go ahead as planned. Refunds are only offered if a show is CANCELLED or POSTPONED and we will contact you if this happens.

 

Will the show I’ve booked for be cancelled or rescheduled? Our small team is working in a very fast-moving environment and are having to respond to changes to the programme daily. We cannot tell you whether future shows will happen as planned, as this is not within our control. However, we promise that customers who have booked tickets will be advised as to when we know whether their show is cancelled postponed.

 

To discover What’s Coming in the upcoming months at Blackpool Grand Theatre view it here.

 

Help Us to Help You

STATEMENT (17/03/2021) – We were delighted to hear the UK Government’s Road Map for an exit out of Lockdown. Dates have been mentioned but at present, the theatre remains closed. Our Box office is not in operation and we have 2 members of staff dealing with thousands of bookings, be they postponements or cancellations.

 

Please only email the theatre if your planned show date has passed or you have been contacted by us. Unfortunately, at this time we are not able to process queries and bookings (bookings can still be made online for a future date.)

 

May we ask that you only use one channel to contact us (again ONLY if you have been contacted by us) box@blackpoolgrand.co.uk, we have found people are using every means possible the same message to Twitter, Instagram, email, Facebook etc., unfortunately, all this is doing is slowing down our timeframe in contacting people back. Our reply time can be up to 7-days. You will assist us by putting full information in your email (The actual name the tickets were booked under, postcode and house number, daytime contact number, ticket reference, the exact problem you are experiencing in a clear way (simply ‘please contact me.’, really slows down the process).

 

You may see shows on our website that the producer has announced as cancelled/rescheduled – sometimes we leave the show still showing until a new date has been confirmed.

 

If you have tickets for a show prior to 6 JUNE 2021 please email box@blackpoolgrand.co.uk and tell us the show you have booked for and IMPORTANTLY place ‘BGT-TM’ in the subject line.

 

A couple of things to check that will assist us greatly (you can do all of these by logging into your account firstly);

  • Are your details on your account up-to-date, with a daytime contact number, but ideally an EMAIL
  • Update your card details if they have expired on your account
  • Ensure your address details are correct and spelt correctly
  • MOST IMPORTANT ensure your contact preferences allow us to contact you
  • Ensure our email address (box@blackpoolgrand.co.uk) is in your favourites so it doesn’t go into JUNK / TRASH. We may have already been in touch and you’ve missed it.

STATEMENT 14/12/2020): PANTOMONIUM! Pantomime Update: Following the UK Government’s announcements, we believed we would be able to re-open on 16 December. However, we have received new information which confirms we’ll be unable to open for in-person audiences before Saturday 19 December at the earliest.

 

We are contacting all affected ticket holders (18 Dec only) individually with further information, If we are unable to get hold of you we will have emailed or left a voicemail. We thank you for your patience as we work to contact you all as quickly as possible (this should be complete by Mon 14 Dec). If you have not heard from us email box@blackpoolgrand.co.uk (with ’18 Dec booking’ in the subject line). Please note at this stage NO OTHER PERFORMANCES HAVE BEEN AFFECTED.

 

STATEMENT (26.11.2020): Following today’s statement by the UK Government and placing Blackpool into TIER 3 we are currently reviewing the situation and next steps.

 

We will be in touch with ticket holders once we have discussed plans and release a further update. Please be patient and refrain from emailing, social messaging or calling our Box Office – we are still working with a reduced team and it will take some time for them to respond.

 

Cancelled Performances due to COVID-19: Please rest assured that in the event that live performances are not permitted to go ahead at the time the show is due to commence, because of local or national Government restrictions, customers will be offered to transfer their tickets to a rescheduled performance or offered a credit note or full refund.

 

PayPal and Bank Payments

We would like to advise that we are hearing from customers of delays from PayPal and Banks back to customers, we would like to assure you this is not from the theatre to your bank/PayPal. 

 

Unfortunately, there is little the theatre can do once we transfer your refund back to the original payment method (we are in constant touch with our bank to speed any processes along).

 

If you paid in cash, returning a cheque to you is however proving slow as dual signatures are needed on our cheques and these have to be carefully transported. We are doing our utmost, however. We would suggest if you visit the theatre regularly to ask for a 12-month credit voucher as an alternative.

 

If you didn’t purchase your tickets directly from Blackpool Grand Theatre box office or on our website (blackpoolgrand.co.uk), and instead from an agent (Eventim, Ticketmaster, See Tickets etc.) you will need to go to the original agent you purchased your tickets from. We are unable to return payments from agent purchased tickets.

 

Due to the number of UK and international Bank Transfers at present due to refunding (COVID-19), we are seeing (only some) banks taking longer to process the vast number of transactions they are processing at present. We, unfortunately, cannot advise on individual banks etc.

 

To discover What’s Coming in the upcoming months at Blackpool Grand Theatre view it here.

 

Staff Home Isolated, Home teaching and Carers

Blackpool Grand is committed to the care of its employees, volunteers, freelancers and their families – as well as our customers.

 

With the recent Lock-Down announced by the Government yesterday, some of our employees have become family carers or are having to home teach their children, as well as trying to work remotely for the theatre.

 

This means we have had to reduce our service to smaller number of staff working shorter rotas.  We are moving as fast as we can service our customers with refunds/credits and ask you for your patience and understanding as we navigate our way through these unprecedented times and circumstances.

 

Thank you for your continued support. Our team members are going above and beyond to try and deal with customers’ enquiries.  We promise to act as quickly as possible, but with so many people to contact, we will get to customers with shows that have changed/cancelled in date order.

 

Some processes are automatic, so if you paid by card and we announce the show is cancelled you will automatically be refunded. If a show is postponed, we will be in touch to see if the new dates are feasible for you.

 

Once again, please do not try to phone us. The theatre is now completely closed.  You can contact us through our contact us page.

 

To discover What’s Coming in the upcoming months at Blackpool Grand Theatre view it here.

Last updated. 10:30 24/03/2020

 

Staff Working From Home – COVID-19

For the safety of our employees, volunteers, freelancers, artist and their families all have been moved to work remotely, so please do not attempt to visit our box office  (or to call our box office phone numbers) to ask about refunds or rescheduling, as there will be no one there to assist. Our Sales Team will be in touch in time.

 

If you receive a call from our Sales Team and they cannot make contact they will leave a message – they will automatically credit your tickets amount to your account, you do not have to call back, we are trying to keep limited lines free. Only if you would like the money refunded do you need to contact them, please if you can only email at box@blackpoolgrand.co.uk, or visit our website and click LIVE CHAT in the bottom right corner between 10am and 5pm (out of this time you can leave a message).

 

We will be back as soon as possible, our website is available 24hrs for bookings in the future.

 

We are so grateful for the support and donations received, to be honest overwhelming. If you would like to donate visit our donations page, or why not show your support and purchase Theatre Gift Vouchers for the future.

 

To discover What’s Coming in the upcoming months at Blackpool Grand Theatre view it here.

Last updated. 13:00 18/03/2020

 

Blackpool Grand Statement

In response to the Prime Minister’s statement yesterday evening, we regret to inform you, Blackpool Grand, along with other UK Theatres will close today (Tuesday, 17 March 2020).

 

We understand this will be a huge disappointment to many. At the moment, shows are cancelled until 6 April.  However, this will remain under review in line with government advice. This will include all our work in the community and with partner organisations.

 

Please check our website blackpoolgrand.co.uk over the next few days for further information regarding future performances.

 

In these unprecedented times, we will begin to issue credit notes or refunds for all cancelled shows. Please do not contact the Box Office, they will contact you.  We are receiving a large volume of calls, emails and social messages and we will deal with your query as soon as possible.

 

Blackpool Grand supports the decision, but this uncertainty and lack of clarity by the government will be incredibly costly for the theatre, the industry, and its supported artists with no government assistance.

 

With a very small dedicated team and thousands of people to contact we appreciate your patience. Many thanks for your understanding.

 

To discover What’s Coming in the upcoming months at Blackpool Grand Theatre view it here.

 

Ruth Eastwood – Chief Executive

Anthony Stone – Chair Blackpool Grand (Arts and Entertainment) Ltd

 

Theatre Project Partners – Your designated contact will be in touch shortly to discuss the next steps – please not call us.

Updated. 10:55 17/03/2020

 

Further information

Coronavirus (COVID-19): UK government response

Travel advice: coronavirus (COVID-19)

COVID-19: guidance for households with possible coronavirus infection

Coronavirus: How families can cope with self-isolating together

Coronavirus (COVID-19): guidance for health professionals and other organisations

 

 

So What Next…

At Blackpool Grand we’re not down hearted, we know we will get though this… So much so we are looking forward to a great summer and autumn season.

 

If you can PLEASE consider donating to our RECOVERY FUND here.

 

You can also help support the theatre by purchasing gift vouchers online for later in the year use. They last a year from purchase so no rush! Or if you can make a donation, as a CHARITY we do try to provide the very best not only on the stage but with our community and schools work – we need your help to do that!

 

To discover What’s Coming in the upcoming months at Blackpool Grand Theatre view it here.