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.

If you can't find the answer you're looking for, please email us: boxoffice@cambridgeartstheatre.com, 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 Pantomine season and in the quieter 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. You may be able to exchange them for the same show but a different performance time. 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 offer a refund.

    I've lost my tickets. 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 vouchers. Unfortunately we cannot accept Society of London Theatre (SOLT) vouchers, Theatre Tokens or Ambassador Theatre Group (ATG) Vouchers.

    Can I buy a gift voucher for Cambridge Arts Theatre?
    Yes you can. We offer gift vouchers in £10 denominations and they can be purchased over the phone or in person. We can post vouchers to you, but for security we can only post them out by special delivery (£6.85 charge). Please contact the Box Office on 01223 503333 for more information.

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

    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.

    Who is eligable for a child or senior concession?
    Our child concessions are for those aged between 1 year and 16 years old. Our senior concessions are for those who are over 65. If you require further details about our concessions, please ask our Box Office on 01223 503333. 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 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.

    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. Password12. Your address and booking details are saved within your 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 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. 

    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 student, children and senior tickets can be purchased online. Other available discounts may be available directly through the Box Office - please call 01223 503333 or come and see us in person.

  • 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 follow this link to visit their site to find details of prices and directions. 
    https://www.cambridge.gov.uk/grand-arcade-car-park 

    Other city centre car park details can be found here: https://www.cambridge.gov.uk/parking

    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. 

    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
    • Aspalls Cider
    • Spirits: Grouse Whiskey, Smirnoff Vodka, Barcardi Rum, Gordon's & Bombay Sapphire Gin. 
    • Coke/Diet Coke
    • Fentiman's Premium drinks
    • Folkington'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.

    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.

    Do you accept Theatre Vouchers or Tokens?
    We accept Cambridge Arts Theatre gift vouchers. Unfortunately we cannot accept Society of London Theatre (SOLT) vouchers, Theatre Tokens or Ambassador Theatre Group (ATG) Vouchers.

    Can I buy a gift voucher for Cambridge Arts Theatre?
    Yes you can. We offer gift vouchers in a range of denominations and they can be purchased over the phone or in person. We can post vouchers to you, but for security we can only post them out by special delivery (£6.85 charge). Please contact the Box Office on 01223 503333 for more information.

    Do you take any students for work experience?
    Yes we do although we have a limited number of spaces per year, take a look here for more information. Please contact Victoria Willingale on 01223 578912.

    Are your rooms or auditorium available to hire?
    For all hire queries, please contact our Administration department on 01223 578904.

    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 mailing preferences within your account. To add yourself to our mailing list in your account, please select 'yes' to the mail option in 'How may we contact you?'. Otherwise you can give us a call on 01223 503333 and we can add you over the phone.

    Can I view your brochure online?
    Yes you can - please visit our Issuu page: http://issuu.com/camartstheatre