I haven't received my tickets yet - where are they?
If you choose to have your tickets delivered by post, tickets are sent by Standard Mail and Standing tickets are sent by Recorded Delivery. We always aim to send tickets out within 3 weeks of booking wherever possible however, for Bournemouth International Centre shows or external events, tickets may not be sent until 4-6 weeks before the event date.
If you choose to have your tickets emailed they will be sent within 10 minutes of the booking being confirmed.
If you choose to collect your tickets from one of our box offices they will be available for collection immediately - see our opening hours. You can collect from Bournemouth International Centre, Bournemouth Pavilion or Portsmouth Pyramids.
If the cardholder cannot come to collect the tickets, what can we do?
If you are the original cardholder, but cannot collect tickets yourself or are not attending the show, you can arrange for someone else to collect them on your behalf.
We will need you to complete a Letter of Authorisation, print and give it to your nominated person. They will be required to present this, alongside their own photo ID, at the event venue ticket office immediately prior to the performance in question before we are able to release the tickets.
Download a Letter Of Authorisation form here
This form must be printed and fully completed, before your representative arrives at the Ticket Office.
Can you post tickets to an alternative individual or address?
Tickets can only be sent to the registered address of the original payment card.
Why are general admission tickets sent by Signed For Delivery?
As stated below, we cannot re-issue Standing or General Admission tickets if they are lost in the post. We send these tickets by Signed For Delivery so that they are trackable and guaranteed to reach the original cardholder.
I have lost my tickets, can I get them replaced?
Physical tickets can only be re-issued on the night of the event to the original cardholder, who must present the original payment card or photo ID at the venue Ticket Office. We charge a £1.50 fee for this service.
Alternatively, you can re-issue eTickets from myAccount>View History + Resend Tickets
Fees and Charges
Why do you charge a transaction fee?
The transaction fee contributes towards the cost of the technology that allows us to operate our online and phone sales service, as well as develop and improve that service.
Why has it taken me so long to get through on the phone?
Due to the high volume of calls that we often receive, waiting times can vary depending on demand, especially when a popular show is announced or goes on sale.
Which payment methods do you accept?
We accept all major debit/credit cards (Visa, Mastercard, Maestro), as well as cash in-person at our Box Offices and BH Live Gift Vouchers. We do not accept American Express.
Do you sell or accept Theatre Tokens?
We only accept SOLT National Theatre Tokens in person at Fairfield Halls, Croydon. We do not accept them at any of our other venues. However, we do sell our own BH Live Tickets Gift Vouchers which can be used for bookings in person, over the phone or online, as full or part payment for any shows that we sell, including external events outside of our own venues.
I was trying to buy multiple seats online but the website would not let me book them?
Sometimes there are only single seats available which would mean that your party would not be seated together. Try adding seats to your basket one at a time.
Where are the Ticket Offices?
In the Pavilion, the ticket office is located just inside the main doors on the right.
At the Bournemouth International Centre, the ticket office is through the main doors to the left.
At Fairfield Halls the ticket desk is in the main foyer.
At the Pyramids Centre, tickets can be purchased from the main reception during the day, or from the Pyramids foyer Ticket Office on the night of the event.
What time do you open? Are you open on Sundays, evenings etc.?
Check our opening times here.
Do you have seating plans of the venue?
Download Bournemouth International Centre seating plans here.
Download Pavilion Theatre seating plans here.
What does "Restricted View" mean?
This applies to certain seats or seating areas where the sight line is obstructed, say by a handrail, or are positioned at a slightly obscuring angle to the stage. This is due to the diverse nature of our shows which can have complex layouts.
Which are the best seats?
This is a matter of personal preference.
In the Pavilion Circle, you will experience a full overview of the stage.
In the Pavilion Stalls, you will generally be sitting closer to the performance.
At Bournemouth International Centre (BIC), the Terrace is considered to be the best area. You will, however, also get good views from Blocks B & C, as well as the Balcony and Side Balconies.
At Fairfield Halls, the centre of the Stalls in the Ashcroft Playhouse and Phoenix Concert Hall is usually the best view.
What is your child age policy?
No Under 12's to stand
Children of 12-13 years standing must be accompanied by an adult (ratio 1 adult to 4 children)
Children of 14 years and over may stand without an accompanying adult at a parent's or guardian's discretion.
There is no age restriction unless the event is advertised as unsuitable for certain ages, such as an X-rated comedian show.
All children under 14 years old must be accompanied by an adult (ratio 1 adult to supervise a maximum of 10 children)
Children of 14 years and over do not require an accompanying adult.
Children under 2 will not be admitted to a performance unless it is identified as a children's show.
No tickets need to be purchased for children under 2 unless they intend to occupy a seat separately from the adult accompanying them. However, we reserve the right at our absolute discretion to direct patrons to remove a child under their supervision from a performance where the child is causing disturbance or annoyance to other patrons or performers.
It is strongly recommended that all unaccompanied children remain in the venue until they are collected at the end of the performance.
I'm going to a show at the Pavilion - is there a dress code?
The dress code here is smart/casual.
What time can we go in? What time does the show end?
Doors will usually open between 30 minutes and 1 hour before the show starts.
Running times are only approximate, subject to change, and are usually only confirmed a few days before the show. Please check individual event listings for more information.
How much does a backstage pass cost?
Backstage passes are dealt with directly by a tour's promoter. Occassionally VIP or Meet and Greet packages are available to buy. This will be indicated when you select your seats.
Other than these packages, the venue has no influence, jurisdiction or control over obtaining backstage access.
Sold Out Shows, Reselling and Exchanges
If I buy a seated ticket, can I change to standing?
Once a ticket has been purchased, it cannot be exchanged or refunded.
Can I be added to a waiting list for sold out shows?
We operate a waiting list for people interested in purchasing tickets for an event which is sold out, since changes to event configurations or requirements often make additional seating available. Please email firstname.lastname@example.org for further information.
Your event has sold out, should I buy tickets via eBay/Gumtree/Viagogo etc.?
We cannot vouch for any tickets that have been bought, other than via an official agent. If a show cancels or changes date, we would not be able to contact you and any money would be refunded directly to the original customer.
To be added to our customer waiting list for a sold-out show, or to find out which agents are selling officially for an event, please email email@example.com.
Why are there tickets listed on eBay/Gumtree/Get Me In etc. when your event has sold out?
We do not list tickets on eBay, or other such reseller websites. These are listed by customers or ticket touts attempting to resell them, often for personal profit.
I bought tickets via eBay/Gumtree/Get Me In etc. Are they valid?
Only tickets which display the BH Live holographic logo on the front of the ticket will be valid.
However, we reserve the right to refuse entry to any patrons who we have reason to believe have acquired their tickets via an unauthorised agent. We cannot vouch for the validity or authenticity of any tickets purchased through an unauthorised re-seller
I bought tickets via eBay/Gumtree/Get Me In etc. Can I pick them up from your Ticket Office?
No, please see above.
If I can't have a refund, can I sell my tickets on eBay/Gumtree/Get Me In etc.?
We do not approve of the resale of our tickets by persons for monetary profit or other personal gain. We will suspend the use of our services to any customers who we have reason to believe are undertaking, or have undertaken, this practice. The tickets concerned will be invalidated.
You are welcome to resell your tickets at face value if you are unable to attend.
We also offer Ticket Protection from Secure My Booking which you can claim against if you are unable to attend for a range of reasons. This must be purchased at the same time as booking your tickets.
If you have further questions not listed above, please email firstname.lastname@example.org