FAQs

E-tickets

Will I receive an email confirmation?

If you book online you will automatically receive an email confirmation as soon as your order is confirmed. If you book via the telephone or in-person you will receive an email confirmation if you request one.
 

When will I receive my tickets? I haven’t received my tickets yet, what should I do?

E-tickets are currently being sent out 7-10 days before the event. Please check your inbox and junk folder. They are sent from the email address [javascript protected email address] If you have not received them by 5 days before the performance, please contact us and we can try resending them. If you have still not received your e-tickets by the day of the event please come to the Ticket Office when you arrive and we can reissue tickets at the door.

If you booked via another ticket agent or venue, then please contact your point of purchase.
 

I’ve lost my tickets, can I get them re-issued?

Please contact our Ticket Office who will be able to re-send your e-tickets to you. If you booked through an external ticket agent you will need to contact them directly.

Can I return my tickets?

We are unable to refund tickets unless a show is cancelled.

We will try to resell tickets at face value for sold-out events for a fee of £1 per ticket - not including order, postage or Booking Protect fees. Tickets must have been purchased through Brighton Festival.

We may be able to exchange tickets for a £1 per ticket fee if there is a run of performances by the same company/artist.

If an event is cancelled we will refund the full tickets value (this will exclude any fees already paid).

Order Charges

What is an order fee and how much is it?

When you buy tickets in person, either in our Ticket Office on Church Street or at the venue’s ticket desk, then you won’t pay an order fee. Brighton Dome & Brighton Festival Members are also exempt from order fees as part of the benefits of a Membership.
 

Why ishttps://brightondome.org/support_us/membership/ there an order fee and where does this money go?

This helps to cover the costs of our full ticketing service which operates year-round in person, on the phone and online (via three websites: brightondome.org; brightonfestival.org and brightonticketshop.com). This includes credit and debit charges, printing costs and staffing.

You may know us as a performing arts venue. We also programme the annual Brighton Festival each May and manage the Brighton & Hove and East Sussex Music Services delivering music teaching to over 5,000 young people each week. We are an arts charity and rely on the generous support of our community and beyond.

We are funded from a variety of sources including regular funding from the Arts Council and Brighton & Hove Council which amounts to 34% of what we need to operate. As a charity, for us to continue to successfully run the various strands of our work, which include our community engagement work, our artistic programming and the maintenance of our historic venue, we rely on the generous support of individuals, ticket buyers and venue hirers. As an organisation, we need to raise 66% of our income to continue to produce the full range of events and access and education opportunities to as wide an audience as possible.

Is an order fee avoidable?

When you buy tickets in person, either in our Ticket Office on Church Street or at the venue’s ticket desk, then you won’t pay an order fee. Brighton Dome & Brighton Festival Members are also exempt from order fees as part of the benefits of having a Membership. 

Concessions Requirements
 

Who qualifies for a concession?

Concession prices are available for some events. These are offered to students, under 16's, over 60’s, JSA/IS, registered disabled/DLA or ESA/IB. You need to be able to show a valid ID. Please see below for details of our Access Scheme.

Why is a concession not available on all shows?

We do not set the pricing for all events at Brighton Dome. However, all events in the Concert Hall offer complimentary personal assistant tickets to accompany a disabled person attending.

I received a Promo Code, how do I redeem this?

To book using a promo code, enter the code when booking online, or quote if booking by phone or at the Ticket Office. Promo codes cannot be processed or refunded in retrospect and offers cannot be combined.

Access
 

How accessible are the venues?

Please see the individual venue and event pages  for more information. If you have a specific access enquiry, please contact us 01273 261525  [javascript protected email address] 
 

Booking Refund Protection

We are now offering a service (provided by an independent third party) to protect the cost of your booking should you be unable to attend the event in a range of circumstances outside your control, some of these are listed below:

• Death, injury, illness happening to you, or a member of your immediate family -including existing medical conditions.
• Burglary or fire at your residence in the 48 hours immediately before the booked event.
• Adverse weather including snow, frost, fog or storm where the Police and Government have issued travel warnings.
• The mechanical breakdown, accident, fire or theft en-route of a private vehicle taking you to the booked event.
• You being summoned to appear at court proceedings a as a witness which you were unaware of at the time of booking.
• You being relocated for work more than 100 miles from the booked event which you were unaware of at the time of booking.

Full terms and conditions for booking refund protection can be found here

In order to protect your booking, you should select the appropriate Delivery Method including Booking Refund Protection, and this must be purchased at the time of booking.

The cost of this service is from as little as 75p dependent on the value of the tickets in your booking.

If you do make a successful claim you would be refunded the total booking amount including all charges.

This service is provided by an independent third party specialist, Booking Protect, and all claims and queries should be made directly through them.

Please note that Booking Refund Protection cannot be refunded after booking or if an event cancels, as this fee is paid directly to an independent third party, Booking Protect. 
 

Inclement weather

We are unable to refund tickets unless a show is cancelled. Inclement weather is covered by the booking refund protection service we offer if booked at the point of purchase. This service is provided by third party provider Booking Protect. Full details of terms and conditions can be found here. 

Website Booking

What does ‘you are in a priority queue’ mean? Am I guaranteed a ticket?

This means you are being held in a queue for a booking session and should wait without refreshing your browser. Every time a new booking is completed the system will move to the next person waiting, so this is your best opportunity to gain a ticket for a popular event. We cannot guarantee you a ticket for very popular events because the priority queue caters for all events currently on sale and so ticket availability for an individual event may expire.

Why is the website giving a server error message? How can tickets be bought in this instance?

When we have shows that are particularly popular we receive a much higher than normal number of visits to our website and in particular the number of simultaneous requests for our booking pages. Initially, if you are unable to book you will be held in a priority queue. However, if the numbers of possible simultaneous bookers and those in the queue is exceeded you will then receive an error message. We have been working to minimise this possibility and on the rare occasions this does happen then you should refresh your screen and retry to select the event and try again.

My username and/or password doesn’t work?

Your username is most likely your email address and if you first booked with us since April 2014 it will definitely be your email address. If your password is not working you can use the forgotten password facility. If this does not resolve the issue then do please contact the Ticket Office team (Monday – Sat 10am – 5pm) or email [javascript protected email address]and they will be able to reset your password.

Your account will be locked if you have had more than 5 unsuccessful login attempts. If this happens then you will need to contact the Ticket Office to have your account unlocked.