Customer reading the brochure

Frequently Asked Questions

Whatever your question, we have the answers here

If you have a question about booking tickets, or your visit to the theatre, please check our FAQs for the answer.

Click here to view our seating plan.

If you can't find the answer you're looking for, please email us: [email protected], or call our Box Office on 01223 503333 during our opening hours.

  • Booking tickets

    When is your Box Office open?
    The Box Office is normally open Monday to Saturday 12noon - 8pm, including Bank Holidays. Please note that our opening hours change during the Pantomime season and sometimes during the summer period. Click here to see current opening hours.

    What credit cards do you accept?
    We accept Visa, Mastercard, Switch/Maestro and Visa Debit. Unfortunately we are unable to accept American Express.

    Can I cancel my tickets or exchange them?
    All our tickets are non-refundable unless a performance is cancelled or you test positive for COVID-19 (please see COVID FAQs below). We may be able to resell or exchange tickets, with at least 48 hours notice of the original performance. Please contact the Box Office on 01223 503333 for further details.

    What is the booking fee for?
    All tickets for the Arts Theatre include a £3 per-ticket booking fee. The booking fee is essential direct income for the theatre. Because ticket revenue is divided between many different parties, an increase in ticket prices would not necessarily benefit the theatre. By charging a booking fee we can ensure that every penny goes directly to the Arts Theatre to help up protect its growth and longevity.

    What happens if a show or event is cancelled?
    As soon as we find out if a show has been cancelled our Box Office staff will contact you, with the details you provided us when first booking tickets. We can offer to exchange the tickets or may offer a refund, depending on the circumstances.

    I've lost my tickets/I never received them. Can I still come to the performance?
    Yes! Please contact the Box Office, we will ask you to confirm your details and will be able to give you a new set of tickets.

    How long does it take for tickets to be posted to me?
    We post our tickets out with Royal Mail, 2nd class. We aim to post tickets out within two working days of the booking so you should recieve them within 7 - 8 working days.

    Do you accept Theatre Vouchers or Tokens?
    We accept Cambridge Arts Theatre gift certificates in person or over the phone. We cannot accept Society of London Theatre (SOLT) vouchers, Theatre Tokens or Ambassador Theatre Group (ATG) Vouchers.

    Do you offer any discounts?
    We offer discounts on selected performances - please contact the Box Office on 01223 503333 for more information.

    Cambridge Arts Theatre currently runs a free of charge Access Ticketing Scheme, open to anyone who is presented with a barrier to attending our Theatre due to a disability. Once customers are registered to the scheme, we offer reduced priced tickets alongside free personal assistant tickets, for those who require additional support to attend the theatre. 

    If you would like more information about the scheme, purchase discounted access tickets or request accessible seating for a performance, including wheelchair spaces, please call the Box Office on 01223 503333 or email: [email protected].

    Please note there are no discounts on the lowest price seats.

    Where can I pick up my tickets?
    Tickets for collection can be picked up at our main Box Office in St Edwards Passage, in the main entrance. We will ask for you name and address that you used to book the tickets, also please bring proof of your concession if needed.

    Can I buy tickets as a gift to others living in Cambridge/the vicinity?
    Yes you can. The Box Office can book the tickets in for you and the tickets can be collected at the Box Office, or posted out to you as the purchaser. Please let the Box Office assistant know at the time of booking that they are a gift.

    Will I need to bring the card that I paid with when collecting my tickets?
    It may be necessary to present the payment card at the Box Office so it is advisable to bring the card with you. If this is not possible, please speak to the Box Office before arriving.

  • Booking tickets online

    Why do I need to make an account to buy tickets online?
    We ask you to create an account to ensure your booking is secure. You can also manage your bookings within your account  - you can see your booking history and change mailing preferences. If you would prefer for us not to do this, please purchase your tickets in person and we can use a temporary or visitor account, just let the Box Office know at time of booking.

    If I book online can you post the tickets out to me?
    Yes we can, there is no extra charge for this. On the booking page with your name and address details there is the option for post or collection. Please note that if the performance is taking place within a week of your booking you will only be able to have the tickets set aside for collection.

    I can't log into the website. It won't recognise my email address.
    If you have booked online before with our new system we will have a record of your email address. Please follow the 'Forgotten Password' link to reset your password. If you haven't booked online with us in the last two years, or at all, you will need to create an account with you prefered email address. Click on the link to 'Create a new account' and follow the step by step instructions. If you are still having problems logging in, please call the Box Office on 01223 503333 and we will check your account.

    I haven't received any confirmation email. What should I do?
    It may take a few minutes to come through to your inbox. Please double check the email address you provided to sign up to ensure that it is correct. Also please check all your email folders including the junk/spam email folder. If you still have not received anything please contact the Box Office on 01223 503333 before attempting your purchase again.

    Why does my password have to be complicated - can I use my usual password?
    Passwords must be at least 7 characters with a capital and a number. i.e. Example012. Your address and booking details are saved within your online account so we ask that your passwords are more complicated, to ensure a higher level of security.

    My payment isn't being accepted, help!
    Please ensure all the card details are correct including the card security code. Please note we cannot accept American Express. If you continue to experience problems please inform our Box Office on 01223 503333.

    I keep getting an error message before I put my payment details in.
    If you receive an error before entering the payment page process, this is likely caused by pressing 'back' on your browser to check your seats or details. We are aware of this issue and we are working to resolve it with our ticketing supplier. If you are still experiencing problems please contact the Box Office on 01223 503333.

    How do I sign up to or unsubscribe from your mailing list?
    Please go to 'My account' and click on 'How may we reach you?'. You can select how you would like to be contacted here - just select 'yes' or 'no' against the options. Alternatively if you do not wish to make an account online, you can sign up to our e-mail list online here.

    How many tickets can I book online?
    You can book up to 9 tickets online, per performance. If you'd like more than this, please contact the Box Office who will be able to choose the best seats for you. Concessions for bigger groups may apply - please ask when booking your tickets.

    Once I've booked tickets how do I log out of my account?
    To log out please go to 'My account' and select the 'Log Out' option.

    Can I book concessions online?
    Where applicable, concessionary tickets can be purchased online. If available, the option will appear once a seat has been selected on the seating plan.

    Please note we cannot accept responsibility for the safety and well-being of unaccompanied children, so children under 16 must be accompanied by an adult at all times.

    Can I use my On Account balance or Gift Certificate online?
    Yes, to use Gift Certificates just enter the gift voucher ID in the applicable box at checkout. Gift Certificates can be used for part payment, if the value of your basket is greater than your certificate balance. If there is a remaining balance on your Gift Certificate this can be redeemed on your next purchase online, as long as it is before the expiry date printed. Please keep your Gift ID number safe. Currently Gift Certificates can not be purchased online so please call our Box Office on 01223 503333.

    For On Account or monies held with us due to ticket resale or cancelled performance, if you have any funds available they will be displayed on the checkout page. You can select all or a partial amount to apply to your booking and pay the balance by card.

  • Visiting the theatre / Planning your visit

    Where is the best place to park?
    The nearest place to park is at the Grand Arcade car park which is a 4-5 minute walk from the theatre.
    Please click here to visit their site to find details of prices and directions.  

    Visitors to Cambridge Arts Theatre can receive a 15% discount on nearby parking spots across the city centre. You need to pre-book 24 hours in advance here using the discount code CAMARTS15.

    Other city centre car park details can be found here.

    What is the best bus to catch from the station?
    You can get the Citi 1, Citi 3 or Citi 7 from the Railway Station to the City Centre. We are approximately an 8-10 minute walk away from the main bus station.

    Where is the entrance to the theatre?
    We have two main entrances to the theatre. The first entrance is half way down St Edward's Passage, next to our Stage Door. This is the best entrance for visiting our new Maynard Bar and foyer space and also where the Box Office is located. The second entrance is on Peas Hill, almost facing the Tourist Information Centre, off the Market Square. This entrance will only be open 45 minutes before the performance. 

    Can I bring a bag into the auditorium?
    The safety and security of our patrons is of the utmost importance to us. Please take note of the below information regarding our bag policy.

    In the interest of customer safety the following items cannot be taken into the auditorium: Rucksacks or backpacks of any size, children’s rucksacks, handbags that can be worn as backpacks, handbags larger than 25cm x 35cm, shopping bags and large items such as holdalls and suitcases. We strongly urge you to leave all bags at home or in your car, where it is practical. Please allow sufficient time to travel to the Theatre and to allow for the additional delays this may cause. We recommend that you arrive at least 30 minutes before the start of the performance. 

    If you have any questions or concerns please contact the Box Office on 01223 503333.

    Can I use my mobility scooter inside the building?
    Mobility scooters cannot be accommodated inside the building. We have five house wheelchairs (including one electric) available for use during all performances subject to availability.

    What time does the auditorium open?
    Our Maynard bar and foyer spaces in our main entrance on St Edward's Passage are open at 6pm for evening shows and 12.30pm for matinee performances. The Stalls bar and area around this bar, including the Peas Hill entrance, opens 45 minutes prior to the performance start time.  

    I might be late to the show. Will I still be allowed into the auditorium?
    Latecomers may be admitted at the first suitable break however this cannot be guaranteed and varies between productions. The show will start at the time stated on your ticket so please allow plenty of time to get to the theatre.

    What do you stock at your bars?
    Our bars stock a range of alcoholic beverages and soft drinks. This includes:
    • Peroni Beer and 2 bottled local ales
    • Red, White & Rose Wine
    • Prosecco & Champagne
    • Sheppy's Somerset Cider
    • Spirits: Famous Grouse Whiskey, Smirnoff & Absolut Vodka, Captain Morgan's Spiced Rum, Gordon's & Bombay Sapphire Gin, Jack Daniels and Courvoisier Brandy. 
    • Coke/Diet Coke
    • Fentiman's Premium drinks
    • Frobisher's Juices 
    • Still & Sparkling Water

    We also serve hot drinks. We serve tea, lattes and cappuccinos at the Maynard bar and serve tea and filter coffee at all the other bars. We also have a selection of sweets and snacks available. 

    Can I bring my own food into the theatre?
    All food consumed on site must be bought on site. We do not allow hot food or popcorn to be brought into the auditorium.

    Where can I buy a programme?
    Programmes are sold from all of our bars and you can also buy programmes from our Front of House staff who are in the foyer.

    Do you provide booster seats for children’s performances?
    Yes, but we have a limited number. For certain children’s performances, we cannot guarantee that we can provide one for all children. They are given out on a first-come, first-served basis and are stored at our cloakroom, on the left hand side of the auditorium. Please feel free to ask our ushers for assistance on the day.

    Do you have a lift?
    Yes, we have a lift for access to the Circle, the Maynard Bar and toilets at the Stage Door (St Edward's Passage) entrance. 

    Do you have a dress code?
    No, we have no formal dress code.

    Can my child visit the theatre for a performance alone if I drop them off and pick them up?
    We cannot accept responsibility for the safety and well-being of unaccompanied children, so children under 16 must be accompanied by an adult at all times.

    Where can I pick up my tickets?
    Tickets for collection can be picked up at our main Box Office located in St Edwards Passage, within the new main entrance. We will ask for your name and address that you used to book the tickets. Please also bring proof of your concession if needed i.e. your student card.

  • Other common questions

    Do you have a membership scheme?
    Yes we do. It's called the Supporters' Circle and you can find information on it on our 'Support Us' page.

    Do you have any job vacancies? 
    All our job vacancies are displayed on our website in the 'Job Opportunities' section.

    Can I buy a gift certificate for Cambridge Arts Theatre?
    Yes, you can. We offer gift certificate in any denomination and they can be purchased over the phone or in person. We can post them to you 2nd class, we can also offer to post them out by special delivery (£7.00 charge). The certificates are valid for a year from date of purchase*. Please contact the Box Office on 01223 503333 for more information.
    *Please note: Any gift certificates that have been purchased and due to expire between March 2020 - April 2021 will now be extended by 12 months, due to the Theatre's extended closure.*

    Do you take any students for work experience?
    Yes we do although we have a limited number of spaces per year. For 2022 placements, please contact Dale Copley on 01223 578910 or email: [email protected]

    Are your rooms or auditorium available to hire?
    For all hire queries, please contact our Administration department on 01223 578901.

    What is the booking fee for?
    All tickets for the Arts Theatre include a £3 per-ticket booking fee. The booking fee is essential direct income for the theatre. Because ticket revenue is divided between many different parties, an increase in ticket prices would not necessarily benefit the theatre. By charging a booking fee we can ensure that every penny goes directly to the Arts Theatre to help up protect its growth and longevity.

    How can I join the mailing list?
    There are a number of ways. To join our e-mail mailing list, you can sign up online by clicking here. You can also create an account online (if you do not have one already) and set up your e-mailing preferences within your account. To add yourself to our postal mailing list, please give us a call on 01223 503333 or email: [email protected]

    Can I use my mobility scooter inside the building?
    Mobility scooters cannot be accommodated inside the building. We have five house wheelchairs (including one electric) available for use during all performances, subject to availability.

    Can I view your brochure online?
    Yes you can - please visit our Issuu page here.

  • COVID-19 FAQs

    Visiting the Theatre

    What additional safety measures are in place?
    We have put the safety of our audience and our staff as our greatest priority and therefore we have introduced additional measures into all aspects of your visit to the theatre, including heightened cleaning practices and hand sanitising stations. To see the full details, please read our detailed guide here.

    What time should I get to the theatre/when do doors open? 
    We ask that you arrive at least 30 minutes prior to the performance. A member of the team will advise on how to get to your seat.

    Will I need to show a NHS COVID pass?

    With the current circumstances in mind from Monday 13 December, we have decided, for your safety, to ask that you obtain a NHS COVID Pass or photographic proof of a negative lateral flow test taken within 24 hours of your visit. This will not apply to children aged 11 or under (we may ask for proof of age) or anyone who has documented proof that they are exempt for any other reason.

    Under the current guidance we are not obliged to ask for NHS COVID Passes but would rather err on the side of caution. We reserve the right to amend this policy in the light of changing circumstances. 

    Our Front of House team will check passes upon entry to our building so please download your pass in advance to minimise delays into the Theatre.

    For information on how to obtain your NHS COVID Pass, visit this link:
    To order free lateral flow test kits, visit this link:

    Do I need to wear a face covering?
    From Friday 10 December you must now wear a face covering throughout your visit to the Theatre, except when eating or drinking, if you are medically exempt or if you are under the age of 11. All our staff will continue to wear masks in public areas.

    Can I buy a drink at the bar? 
    Yes, our bars are all open. Please bear with us if there is a queue and be mindful of other theatregoers when moving around the building.

    Do you accept cash at the theatre?
    For the safety of both theatregoers and our staff, contactless payments are our preferred method of payment. However if cash is your only method of payment, we will try and accommodate you.

    Booking tickets/Refunds

    How can we book seats - do we need to be in a bubble?
    From Monday 19 July we are selling seats on full capacity basis, meaning that every seat in the auditorium can be sold. Audiences bubbles are no longer a requirement.

    What if I get ill with COVID, have symptoms or where I live is in lockdown before the show, will I get a refund? 
    If you find yourself, or a member of your party, unable to attend due to COVID illness we are pleased to say that we will continue to offer you a full refund for your tickets, however, we now ask that:

    • You tell us in advance that you will not be attending the performance so that we can resell your tickets. We will not be able to refund tickets for COVID absences unless this condition is met.
    • At the time you inform us we will require proof of a positive PCR or lateral flow test in order to process your refund. Please email proof to [email protected] and our Box Office team will arrange this for you

      When will I receive my e-ticket?

    Mobile e-tickets will be issued by email shortly after purchase. Please allow up to an hour to receive the email and check your junk folder. Access to your e-ticket will be available 48 hours before the performance. If there are any problems please email our Box Office team at [email protected] and a member of the team will get back to you.
    At the time of booking you should also receive a booking confirmation email, please keep the email for reference. 

    How do I book an access ticket?
    If you would like to make an access booking please call us on 01223 503333 during our opening hours or email our Box Office team at [email protected] and a member of the team will get in touch to assist.

    You can find out more in our detailed guide here. You can also email us at [email protected] with your question.