Frequently Asked Questions

When is the theatre open?

Our Box Office is open Monday to Saturday, 10 AM – 3 PM. You can contact our Box Office team by phone at 01524 64695 or via email at [email protected].

What is the address of Lancaster Grand Theatre?

Lancaster Grand Theatre, St Leonardgate, Lancaster, LA1 1NL.

Lost Property

If you believe you have left something behind after your visit, please contact our Box Office team at 01524 64695. We do our best to reunite lost property with its owners, but if an item has not been handed in, we may be unable to assist. If you find a lost item while at the theatre, please hand it to a member of our Front of House team. Unclaimed lost property that has been stored for several months is eventually donated to local charity shops. 

What time do doors open before a show?

Doors open 45 minutes before the performance start time. In rare cases, due to unforeseen circumstances, doors may open slightly later. If this occurs, our Front of House team will update waiting customers and ensure minimal disruption.

Do you have a seating plan?

Yes, you can view our seating plan here. If you have any questions about seating, please contact our Box Office at 01524 64695.

What should I do if I lose my tickets?

If you have lost your tickets or they did not arrive by post, please contact us as soon as possible. Our Box Office team can assist with reprinting tickets and amending orders where necessary.

Where can I park?

There are several council-run car parks located near Lancaster Grand Theatre. You can find more information on our Find Us page.

How do I book a wheelchair space online?

Wheelchair spaces must be booked through our Box Office to ensure specific access requirements are met. Please call 01524 64695 for assistance. More information about the theatre’s accessibility can be found here.

Can I bring an assistance dog?

Yes, assistance dogs are welcome at Lancaster Grand Theatre. Please inform our Box Office when booking so we can allocate a suitable seat with enough space for you and your assistance dog.

Can I breastfeed at the theatre?

Yes, you are welcome to breastfeed anywhere in the theatre. If you require a more private space, please speak to a member of our Front of House team.

Can I bring a pram or buggy?

Prams and buggies cannot be taken into the auditorium. They can be stored in our main foyer during the performance. Please ensure you remove any valuables, as Lancaster Grand Theatre is not responsible for lost or stolen items.

Do I need a ticket for my baby or toddler?

Babes-in-arms (children up to 18 months) are admitted free of charge for all non age restricted, family friendly performances, provided they sit on a parent or guardian’s lap. If they require their own seat or are over 18 months, they must have their own ticket.
Please note: Lancaster Grand Theatre or the production company reserves the right to amend this policy.

What happens if I arrive late to a performance?

Latecomers may not be admitted until a suitable break in the performance or the interval. The theatre reserves the right to refuse admission or provide alternate seats of the same or greater value if available. Refunds will not be issued for late arrivals.

Can I take photos or videos at the theatre?

Photography and video recording are strictly prohibited during all performances. If you are found filming or taking photos, you will be asked to stop. Repeated violations may result in removal from the venue without a refund.

By attending, ticket holders consent to being photographed or filmed for publicity purposes.

What if I can no longer attend due to personal circumstances?

If you are unable to attend a performance, please contact our Box Office at 01524 64695. Requests will be assessed on a case-by-case basis.

I didn’t receive a confirmation email. What should I do?

If you did not receive a confirmation email after purchasing tickets, please contact our Box Office at 01524 64695.

How can I make a complaint?

If you have a concern or complaint while at the theatre, please speak to the Duty Manager on shift.

If your complaint arises after the event, please contact our Box Office at 01524 64695 and provide your email address. Your concern will be forwarded to the relevant person, and we will respond as soon as possible.

Can I bring a suitcase, large bag or rucksack into the theatre?

The safety, security and comfort of our customers, volunteers and staff is our highest priority. Please refrain from bringing suitcases, rucksacks, and large bags to the theatre as these cannot be accommodated comfortably in the auditorium seating and cannot be stored in the aisles as emergency routes must be kept clear. We do not have facilities for ‘left luggage’. Lancaster Grand Theatre & Footlights CIO reserves the right to request a bag search where necessary to ensure the safety and security of all theatre users.

Can I bring my own alcohol into the theatre?

No, bringing and consuming your own alcohol at Lancaster Grand Theatre is strictly prohibited. Bag searches may be conducted upon arrival, and any alcohol not purchased from our licensed bar will be confiscated. Attempting to conceal outside alcohol may result in you being asked to leave the premises.

Do you have any vegan products?

Yes! Our coffee bars offer a selection of sweets that are suitable for vegans, as well as oat milk for hot drinks. We also stock vegan sorbet. If you need assistance selecting vegan options or have specific dietary requirements or food allergies, please speak to a member of our front-of-house staff.