FAQ: ABOUT MY VISIT

Some further information about our show and what you visit will be like.


The show is 55 minutes long and is suitable for 6+. Doors open 30 minutes before the start time. Please arrive with everyone in your group to help us seat you.


Is this the same show as previous years?

Our previous productions involve lots of actors and the performance took place all around you. For this year, the show will feature just one actor, Scrooge, played by Gary Sefton. Whilst you might recognise some of the characters and story, it is a new version of the show.


How can I get to the theatre?

Be sure to set aside more than enough time for your journey to the venue; if possible, walk or cycle. There is no parking at The Spire. Please check your route if travelling by public transport as this may have recently changed. Doors open 30 minutes before each show.


How will my ticket work?

Every ticket must be purchased in advance as an e-ticket or print-at-home ticket. This will allow us to let you enter our venue more easily, minimise the amount of time you may have to queue, and reduce contact with the front of house team. Tickets are available in fixed groups, usually 2, 3, 4 or 6 tickets are seated together and each group is distanced from the other groups.


There are only certain tickets left available, why can't you swap them to make space for my group?

We have space for 15 groups per show, with fixed seats which have been laid out in a format that has been signed off by our external health & safety consultants and relevant authorities. As such, we have to stick to the seat zoning and can't offer to be more flexible. Please try a different show.


Will I need a face covering?

Yes. Venues will be ensuring that face coverings are worn in line with Government COVID Guidance for Performance Arts & Theatres. If you are exempt from wearing a face covering, we would please ask that you wear an exemption lanyard (which can be downloaded here).


Will I be able to buy refreshments?

Unfortunately, in order to comply with rules around face covering, we will not be selling hot drinks or snacks. You may not consume your own food or drink during the show.


Will I need to have my temperature checked?

At the moment, we are not taking temperatures on arrival. However, this might change if government guidance does. If the venue assesses that your temperature is 37.8C or higher, you and those who were to be part of your fixed group of tickets will not be allowed to enter the venue and the face value of your tickets will be refunded or exchanged.


What are the social distancing rules?

At the moment, all theatres are socially distanced. Some venues have done this by removing rows of seats and others have taken seats off sale. In line with government guidelines, audiences are separated from other social bubbles. We have created a seating plan with a variety of seats spread across the venue. The stage is min. 3 metres from the first row, each seat zone is 2m from the next.


Whilst the capacity in the auditorium has been greatly reduced, you may need to pass someone to take your seat. Please mitigate any risk by keeping your face covering on at all times. The venue will also ask you to maintain a safe social distance around the building and when you are queuing to take your seats.


What else are theatres doing?

To keep you safe, theatres will be cleaning their venues before every performance and regularly disinfecting. Some routes may have changed in order to minimise your contact with others, so the helpful staff at the theatre will guide you. Please use the hand sanitiser stations when you enter and exit the theatre. Following the performance, 'Stage Door' activities such as photographs with the performer or just to say hello may be restricted.


What happens if I feel ill and can’t use my ticket?

We will be ensuring that you have maximum flexibility by allowing tickets to be exchanged up to 24 hours prior to the performance – so if someone in your party feels ill, or has been asked to isolate, there’s no need to worry. If this is the case, please email us with as much notice as possible via hello@truestory-theatre.com. You don't need to take the extra ticket insurance as we make this commitment to you as standard.


Please do not attend the venue if you

  • believe you may be infected with COVID-19;

  • have experienced symptoms in the last 14 days;

  • have been in close proximity to anyone who has experienced symptoms in the last 14 days;

  • have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation; or

  • have been instructed to self-isolate.

Any individual who considers themselves to be clinically extremely vulnerable or who is in the same household or support bubble as someone who considers themselves to be clinically extremely vulnerable is advised not to attend.


What should I do if I become unwell after my theatre visit?

Our venue is working with the government to ‘Track And Trace’. If you display COVID-19 symptoms, please inform both Track & Trace and us via hello@truestory-theatre.com.


Can I exchange or refund my tickets for another reason?

Tickets are not exchangeable, or refundable after purchase for another other reason that those outlined above. We are unable to allow ticket swaps as we manage your booking data for Track & Trace.


For this reason, please check and check again the ticket you are buying is for the right day and time for your bubble BEFORE payment is processed.


Still have a question?

email us via hello@truestory-theatre.com, use the form on the bottom of the website or contact us via facebook.

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TRUESTORY Theatre Company is produced by Frolic Ltd.   

Frolic Ltd Company No: 11765592 | VAT GB 344675969

thisisfrolic.com

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