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FAQs

FAQs

We’ve answered some of your frequently asked questions to give you more information about the Princess Alexandra Auditorium and what we offer. If you can’t find the answer to your question, please don’t hesitate to get in touch using our contact us page.

Click on one of the categories below to jump straight to the answer you’re looking for:

 

Our Box Office is fully open for bookings and enquiries. You can contact us on 01642 792587 or by emailing boxoffice@thepaaonline.org.

The box office at Yarm School is open:
Monday: 12:30pm – 4:00pm
Tuesday to Friday: 9:00am – 4:00pm
(Closed 11:30am – 12:30pm for lunch daily)

Please note the main Box Office is not open on weekends.

If you require information about a show that has been postponed then please check the show’s page in the What’s On section of this website for further information before getting in touch.

See it Safely mark for Princess Alexandra Auditorium in Yarm for shows during covid-19

We have been ‘See it Safely’ approved and granted the use of Society Of London Theatre & UK Theatre’s ‘See it Safely’ mark. The mark certifies that we are complying with the latest Government and industry Covid-19 guidelines, to ensure the safety of our staff and audiences.
See it Safely mark for Princess Alexandra Auditorium in Yarm for shows during covid-19
We have been ‘We’re Good To Go’ approved and granted the use of the industry standard mark. The mark has been designed by VisitEngland in partnership with Tourism Northern Ireland, VisitScotland and Visit Wales to reassure visitors that businesses have clear processes in place and are following industry and Government Covid-19 guidance on cleanliness and social distancing.

E-tickets

E-tickets are designed to help with going green and to help with reducing printing and we will continue to use e-ticketing across all of our events.

Please bring your tickets with you, on your mobile device; we will need to scan the QR code as you enter.  Printed tickets aren’t needed if you have got them to show on your device.

Don’t worry if you have misplaced your E-tickets or your email, the team will be able to help you at each of the shows, just turn up for your booked show and give the details of the booking to the team.

Card payments

Card payments are accepted in the auditorium when purchasing items from the bar, kiosk or box office. We can, however, only accept cash on our Ice Cream Trays inside the Auditorium. We regret we are unable to accept payment via American Express.

Booking information
How do I find performance information, dates, times and costs for a show?

On the ‘What’s On’ page you will see our full listing, select your performance and for all the information click ‘book now’.

Can I book tickets online?

You can book tickets online 24/7. Visit our What’s On page and follow the simple instructions on screen. Confirmation of your booking will be emailed to you.  Your tickets will be then available to download to your device.  You don’t need to print the tickets, just turn up with them on the device and the staff can scan the QR Code from there.

You can however, print your tickets at home if you wish (click on the link on your email to download – it’s a blue box on the email).  Alternatively, tickets they can be collected from the Box Office on the evening (situated in the foyer of each venue) the doors open 45 – 60 minutes before show time.

Online booking is available until 60 minutes before the performance.

Why can’t I leave a single seat when I choose my tickets?

Our online seating plans are set up so that you can book a single seat but you are not able to leave a single seat.

There will be instances when you book online that the process will fail, due to leaving a single seat,  we appreciate that this may be frustrating but single seats are much less likely to sell and we want to make sure that as many people as possible can get a ticket to our events to avoid disappointment. A fully attended event creates a great atmosphere for audiences, performers and promoters. We appreciate your understanding on this matter.

Special requirements, access and disabilities
How do I purchase accessible seating?

The Princess Alexandra Auditorium offers easy access and floor-level seating for wheelchair users on row AA. There is a ramp into the foyer and atrium entrance and a lift down to the auditorium and bar/lounge areas.

Our auditorium has raked seats from Row A. If you have mobility issues, we would suggest that you contact the Box Office as the staff can advise on the seating arrangements for you.

Please note we do not have a lift within the auditorium, therefore any limited mobility users or customers using wheelchairs must contact the box office to talk about their accessibility needs so that the best tickets can be allocated.

If you or someone in your party requires wheelchair access, then you must contact the box office prior to booking, as we allocate Stalls Right Row AA exclusively for this.

Sadly, once this area is full we aren’t able to allocate seats to wheelchair users elsewhere due to our Fire Risk Assessment; so early booking is advisable.

Please note for wheelchair access we will only allocate the wheelchair user and another person in this row. If your party is larger than two, then you will be required to purchase tickets elsewhere in the auditorium or as close to this area as possible.

The team at the box office will work with anyone on an individual basis for limited mobility seating as everyone’s needs vary, just give us a call and we can help.

The Friarage Theatre is accessed through the rear of the theatre where wheelchair users seating is located on row L. There are no steps into the foyer or into the theatre.

To book a limited mobility seat / wheelchair space please visit the Box Office or telephone 01642 792587.

Do you make Personal Assistant (Carer) tickets available?

Carers tickets are offered on most shows (at the discretion of the company). If you contact the Box Office, we will be happy to check this for you, please note that carers tickets are provided to the main care giver who is in attendance at the show to care for the person with them. We may ask for proof of this.

Please note Carers tickets are ordinarily allocated in Stalls Right, due to the proximity to Row AA and A. If this area becomes sold out, or is not suitable for you then we will look at the other areas, however this depends on individual needs (access) and how well sold the show is, so please contact the box office to discuss.

Do you have a Hearing Loop?

Yes, we have an infra-red hearing system in the Princess Alexandra Auditorium – please make yourself known to the Front of House team who will be able to assist you.

Can I buy tickets in person?

The Box Office is open at the following times :
Monday: 12:30pm – 4:00pm
Tuesday to Friday: 9:00am – 4:00pm
(Closed 11:30am – 12:30pm for lunch daily)

These times may differ in the school holiday periods.

Closed on weekends.

Booking by telephone – 01642 792587 during Box Office opening hours.

We do use our Facebook and Instagram pages to announce any changes to opening times.

Please have your credit/debit card ready when calling. We accept all major cards including Mastercard and Visa. We regret we are unable to accept payment via American Express.

Is there a booking fee?

A booking fee of £1 is charged for online and telephone bookings up to a maximum of £5. This excludes Yarm School performances and functions.

Do you accept group bookings? 

If you are looking to bring more than 10 people to a show or film, please contact our Box Office on 01642 792587. Some, but not all shows have a group discount.  Please contact the Box Office for details.

Do you accept reservations? Can tickets be reserved to be paid for on arrival?

We do not take reservations. If the show still has seats available, these can be booked and paid for on the door via our event day box office which is situated in the foyer.

Can I go on the mailing list?

You can join the mailing list by clicking on the ‘keep up to date’ link at the bottom of the home page of our website.

Ticket prices and fees
How much do tickets costs?

Ticket prices vary depending on the performance, but all pricing information is listed on the relevant event page.

Do you offer concession tickets?

Reduced price tickets may be available on some performances and only where stated.  Age restrictions may apply.  A ‘concession’ rate applies to over 65s, those in full time education, disability concession or any other type of concession. Once any ticket is purchased at full price no discounts or concessions will be made retrospectively.

How do I select a concession ticket when booking online?

After choosing your seats and confirming your selection, your chosen seats will be displayed. Select the down arrow to choose the relevant ticket type and add to the cart.

Do I need to book a ticket for my baby?

Tickets are required for children 24 months plus, whilst babies under 24 months do not require a ticket, unless they are intending on taking a seat of their own. If your baby becomes distressed we expect patrons to leave the auditorium. Our Front of House staff will assist.

Please note that prams and pushchairs are not permitted in the auditorium but can be safely stored within the foyer area.

Can children attend unaccompanied?

All children under the age of 14 years need to be accompanied by an adult.

I have misplaced my tickets, what do I do?

Don’t worry if you can’t find your tickets, just turn up for your scheduled show and the team will be able to help you.

E-tickets

We are a firm believe in trying to reduce printing and paper.  Where you can please download your tickets to your device, and simply just show them from the device to the staff on the event day.  This is really quick and easy way and cost effective for everyone.

I’ve made an order and selected the Print at Home delivery method. How do I find/print my ticket?

Shortly after placing your order you will receive an email notification (please check your spam and junk boxes), after the first paragraph it states, ‘Download your tickets’. Click on the link (or go directly to your ‘Downloads’ folder if no pop up box appears) and a PDF file will be displayed to print your tickets.  Alternatively you don’t have to print and just show the tickets on your mobile device, as long as the QR Code is displayed then the team can use this.

Why is my e-ticket not appearing/printing correctly?

To view and print your tickets you need to have the most up-to-date version of Adobe Reader. This can be downloaded for free from Adobe’s website. Please ensure you have your tickets with you on your device (QR Code) or if you don’t have a device then you will need to bring a printed version of your e-ticket to the performance or contact our Box Office if you have further difficulties.  Our event Box Office will be able to help you when you arrive at the venue, so don’t worry if you’re having problems.

What happens if I leave my tickets at home or cannot print them off?

If you provide booking details, the Box Office will be able to locate your tickets for you and re-print.  Please still turn up to the show and the team can help you.  Alternatively if you have them on your device, please show your QR Code from there.

Gift vouchers and theatre tokens
How do I purchase gift vouchers?

Gift vouchers can be purchased in the following amounts: £50, £20, £10 and £5. Click here to purchase gift vouchers.

Please note gift vouchers can be exchanged for shows held in the Princess Alexandra Auditorium, or our Friarage Theatre for Live Stream shows.  (we are not associated with any other venues around the area and gift vouchers purchased through us are for our venues solely).

Do you accept national and other theatre tokens?

We do not accept national and other theatre tokens. There are significant costs associated with these schemes and we are not able to participate at present.

Special requirements, access and disabilities
How do I purchase wheelchair seats?

The Princess Alexandra Auditorium offers easy access and floor-level seating for wheelchair users on row AA. There is a ramp into the foyer and atrium entrance and a lift down to the auditorium and bar/lounge areas.

Our auditorium is raked from Row A. If you have mobility issues, we would suggest that you contact the Box Office as the staff can advise on the seating arrangements for you.

Please note we do not have a lift within the auditorium, therefore any limited mobility users or wheelchair customers must contact the box office to talk about their accessibility for tickets.

If you or someone in your party require wheelchair access, then you must contact the box office prior to booking, as we allocate Stalls Right Row AA for this.

Sadly, once this is full we aren’t able to allocate anymore, so early booking is advisable.

Please note for wheelchair access we will only allocate the wheelchair user and another person in this row.  If your party if lager than two, then you will be required to purchase tickets elsewhere in the auditorium or as close to this area where possible.

The team at the box office will work with anyone on an individual basis for limited mobility seating as everyone’s needs vary, just give us a call and we can help.

The Friarage Theatre is accessed through the rear of the theatre where wheelchair user seating is located on row L. There are no steps into the foyer or into the theatre.

To book a limited mobility seat / wheelchair space please visit the Box Office or telephone 01642 792587.

Do you make Personal Assistant (Carer) tickets available?

Carers are only offered on some performances. If you contact the Box Office, we will be happy to check this for you, please note that carers tickets are for those people who are paid employees and are instructed to care for the person.  We may ask for proof of this.

Please note Carers tickets are always allocated in Stalls Right.  If this area becomes sold out, then we will look at the other areas, however this depends on individual needs, so please contact the box office to discuss.

Do you have a Hearing Loop?

Yes, we have an infra-red hearing system in the Princess Alexandra Auditorium – please make yourself known to the Front of House team who will be able to assist you.

We have a hearing loop in the Friarage Theatre.

Do you allow Guide and Assistance Dogs?

Yes, we do. Please make yourself known to our Front of House team who will assist you. We are not able to allow dogs that are not either Guide Dogs or Assistance Dogs into our foyer area.

Is there accessible parking?

There is limited free parking on-site for 250 cars. These spaces are available on a first come, first served basis so please arrive early. Please ask a member of site staff on arrival for directions to our accessible bays.

Please note we do not reserve spaces.

Car Parking
When does the car park open?

The car park will be open ONE HOUR before doors for the performance open.

There is limited free parking on-site for 250 cars. These spaces are available on a first come, first served basis.

The car park closes half an hour after a performance.

On-site facilities
What are the opening times for your bar? How can I pay?

The bar opens 45-60 minutes before performances and closes after the interval. We accept both cash and card payments in the main bar, with the exception of American Express.

What is available to purchase?

Customers can purchase wines, beers, spirits and soft drinks from our Lounge Bar. Coffee, tea and hot chocolate, crisps and sweets are available to purchase from our kiosk in the foyer, as well as a range of ice creams and sorbets at some performances.  Cash and cards are accepted, (except American Express).

Do you have baby changing facilities?

Baby changing facilities can be found in the foyer within the accessible toilets in the Princess Alexandra Auditorium.

Do you have a lost property department?

Yes we do, just ask at the Box Office or call them on 01642 792587 (During opening hours).  We do post onto our Facebook page anything of valuable to help trace owners.

Refunds, returns and exchanges
Refunds and Exchanges

Tickets cannot be exchanged or refunded.

Pantomime tickets can not be transferred to a different date after the (early bird) offers have ended.

All tickets that are purchased through a third party can not be transferred or exchanged after booking, this includes, seats, dates and times.

Can I return my ticket?

We are unable to give a refund unless a performance is cancelled.

Latecomers

In most cases, we can admit latecomers, although we may ask you to wait until a suitable break in the performance. Please be aware that if you cannot be admitted due to lateness, we are unable to give any refunds or exchanges.

 

Photography and filming of shows

In most cases, we allow photography and filming of shows.  The team will announce at the beginning of the show if this is prohibited in the auditorium for that particular show.  Please note that we do always request you turn your flash off.