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FAQs for events affected by COVID-19

Can I book for future events?

Yes – you can still book tickets for future events at www.bhlivetickets.co.uk or for groups 10+, contact us at groupsales@bhlive.org.uk 

Are you open?

Due to government guidance in relation to COVID-19, our venues (Bournemouth International Centre, Bournemouth Pavilion, Fairfield Halls and Portsmouth Pyramids) and our ticket line are currently closed. 
We are operating on reduced staffing levels, working remotely from home.
If you have tickets for a show that is either rescheduled or cancelled you will be contacted via email (please check your junk folder). Please bear with us as we work through a large amount of shows.

When will you reopen?

Due to the ever changing nature of the current global health situation, we are unable to give a date for when we will be open again. Please keep checking www.bhlivetickets.co.uk for the latest updates.

Which shows have been cancelled or rescheduled?

See our list of affected events.

The show I booked for is soon, when will I hear something?

All customers affected by rescheduled or cancelled shows will be contacted via email (please check your junk mail just in case). Please bear with us as we work through a large amount of shows.
Please note – we are unable to refund tickets for shows where new dates are yet to be announced.

What if I didn’t give you an email address when I booked?

Should we not have your email address, we will contact you once our venues re-open. Alternatively you can update your contact details by logging into your account at www.bhlivetickets.co.uk  or by emailing bhlive.tickets@bhlive.org.uk

What if my tickets were a gift? Who will you contact?

For data protection reasons, we will only contact the person who made the original booking.

My show has been rescheduled – what should I do?

Your tickets will automatically be moved to the new date and original tickets will remain valid. You do not need to contact us.

I have booked pre-paid parking*/pre-show dining/ lounge access for a rescheduled show, is it still valid?

Any extras will also be moved and remain valid for the rescheduled performances.
*Please note – Pre-paid parking is only available for shows at the BIC – should an event change venue, pre-paid parking will automatically be refunded..

I haven’t received an email for a rescheduled show.

Please check your junk folder and ensure that bhlive.tickets@bhlive.org.uk is marked as a “safe sender” by your email service provider.
If we do not have most up-to-date email address, please log into your account at www.bhlivetickets.co.uk  or email bhlive.tickets@bhlive.org.uk

My show has been cancelled – What should I do?

All affected customers will be emailed with the following options:

  • Ticket Donation – you can choose to donate either your whole booking value or a nominal amount to the venue instead of claiming a refund. This allows us to keep us delivering a diverse programme and cultural experiences to our customers, now and in the future.
  • Gift Voucher – we can issue your refund as a BH Live gift voucher which can then be used for any future performance on sale through BH Live Tickets.
  • If you would prefer a refund, this will be processed back to the original card. 

If your original payment was by cash, gift voucher or theatre token, we are currently UNABLE to:

  • Contact customers by telephone 
  • Process refunds via Cash or Theatre Token.

We can however refund with a Gift Voucher or we can contact you once our venues reopen to arrange a refund.
If your original payment card has now expired or changed, please e-mail bhlive.tickets@bhlive.org.uk so we can discuss further options.

I took out ticket insurance for a show that has now cancelled. How does this affect me?

As per our terms and conditions Ticket Protection, which is purchased as an additional item, is non-refundable.
These monies have already been settled with the insurers to fund current claims and so cannot be refunded by BH Live Tickets. 
More information can be found at www.securemybooking.com 

The show I booked has been postponed, but the new date hasn’t been announced yet – what should I do?

We are working closely with event promoters to arrange new dates for rescheduled shows. Due to the large amount of shows which have rescheduled, this is taking some time to arrange. As soon as we have further information you will be contacted via email.

How can I support your venues?

This is undoubtedly a challenging time for the arts industry, and as a charitable trust and social enterprise (no. 1138311), we rely on income generated through events and ticket sales to fund our social objectives. 
Support from our customers helps us to attract top artists, keep delivering a diverse programme and cultural experiences to our customers, now and in the future.
You can make a donation my visiting our Support Us page, where you can donate as little as £1. We appreciate your support .

I’ve already emailed but have not yet had a reply – should I email again?

Enquires are being answered by a reduced team who are remote working Monday to Friday 9am – 5pm (closed Saturday, Sunday and Bank Holidays). 
Response times may take slightly longer than usual - we appreciate your understanding and patience during this challenging time. 

I have an enquiry not covered

You can email us at bhlive.tickets@bhlive.org.uk

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