Find a list of our most frequently asked questions, from venue information, ticket queries, discounts and access.
If you can’t find what you are looking for, please get in touch.
Phone
Box Office: 0131 529 6000
Mon to Sat, 11am to 3pm
Groups (8+ tickets): 0131 529 6005
Mon to Fri, 11am to 3pm
Counter opening hours
Festival Theatre
Mon to Sat: 10am to 4pm*
Sun: Closed**
*If there is a performance on box office will close shortly after curtain up.
**On Sunday performances box office will open from 2 hours before the advertised start time.
Going greener with E-tickets
When you purchase tickets for any of our shows, you’ll now automatically receive E-tickets for your booking. If booking far enough in advance you will also have the option to select the postage option for ticket delivery during checkout. No matter which option you choose you will still receive the E-tickets email.
Text & email reminders
Up to 48 hours before your booked performance we will also send you a handy reminder text or email with a link to your tickets again. To save you from having to rummage through your inbox. We will always try and send these by text first if we have a valid mobile number attached to your account. Otherwise, the reminder will arrive at the email address attached to your order.
How to use your E-ticket
You do not need to print off your tickets for admittance, simply show them on your phone or device when entering the auditorium or venue. If you want to print off a copy of your ticket(s) please ensure that the QR code is clearly visible.
Adding tickets to your Apple or Google Wallet
When you receive the ticket email click the button at the top. On the following screen click ‘My Tickets’. From here you can then easily add them to your Apple or Google Wallet by clicking the relevant button below the QR code.
Transferring a ticket to another person
Click the Transfer button underneath the ticket you’d like to send to someone. When prompted input the first and last name of the recipient and tap continue. Your phone or web browser will then prompt you to select the relevant contact. Whilst you’re waiting for the recipient to accept the ticket the transfer can be cancelled, however once accepted this option will no longer be available and the ticket will be greyed out.
Receiving a ticket via ticket transfer
You’ll receive a text with a ‘MyVisit’ link. Click the web link in your message. You’ll then be prompted to accept the tickets; you can also reject them if not required. Click accept and then enter a contact email and mobile number. After clicking continue you can then confirm your contact preferences. Your details are governed by our privacy policy, and you can update them at any time by contacting us here. After this step, you’ll then be taken to the VisitOne homepage where you can access tickets, venue information and more.
Pre-ordering Interval Drinks
Click on the Interval drinks button on the VisitOne homepage. Then browse the menu and add your desired refreshments to your basket. Once ready to checkout navigate to your basket and follow the prompts. You can then check out with Apple Pay, Google Pay, or by inputting your card details.
You’ll then receive an email receipt, and your collection point will noted on your screen. If you need to find this information again, simply navigate back to the VisitOne homepage, click interval drinks, and a summary of your order will appear on the screen.
If you have a valid Friends Membership attached to your account, you’ll automatically receive your 20% discount on your order.
Any feedback on our new tickets
As with any new system, we always welcome feedback so that we can improve the experience for our audiences, please contact us via email at digital@capitaltheatres.com
Where can I find the seating plan for the Festival Theatre?
When purchasing tickets online, you will be offered a full view of the auditorium. Alternatively, you can download the Festival Theatre Seating Plan.
Re-selling
If you are unable to use your ticket, and the performance you have booked has sold out, we can put your tickets back on sale via our box office. If they are sold you will receive 90% of the original ticket value back as a refund (we retain 10% as an admin fee). Please call us on 0131 529 6000 (11am to 3pm, Mon to Sat) or email bookings@capitaltheatres.com to arrange.
Can I change the date of my tickets?
Yes, we charge £1 per ticket to exchange tickets. To do so, we will need the original tickets returned to us at least 48 hours before the performance. Please contact our box office on 0131 529 6000 to make the necessary arrangements and pay the exchange fee.
Can I return my tickets? Will I get a refund?
We don’t offer refunds, but we can exchange your ticket for you for £1 per ticket if you return the tickets to us at least 48 hours before the performance. Please contact our box office on 0131 529 6000 to make the necessary arrangements and pay the exchange fee.
What happens if the show is cancelled?
If a show is cancelled, we will refund your ticket. If you have paid by card this will happen within a few days of the cancellation. Money will re-appear in your account within 3-5 days of your tickets being cancelled. If you paid by cash, voucher, cheque or have had the card you paid with recently expire please contact the box office on 0131 529 6000 to arrange your refund.
What is TicketPlan?
TicketPlan is a cancellation protection for your theatre tickets. Your tickets are non-refundable and this will protect you against cancellation resulting from accidents and unexpected illnesses. Please note TicketPlan Cancellation Protection is available for bookers at the time of purchase only. Full details are included in the TicketPlan Terms and Conditions, which we advise you to read and retain.
How can I get TicketPlan cancellation protection?
The TicketPlan Cancellation protection can only be obtained at the time of purchase and not afterwards. Please note that if you choose the TicketPlan cancellation protection, it will be applied to all the items in your basket. If you wish to apply the TicketPlan cancellation protection to only part of your order, we would recommend you make two different purchases.
What happens if I cannot attend the performance?
If you cannot attend the performance and have purchased the TicketPlan cancellation protection at the time of purchase, please contact TicketPlan directly or submit to TicketPlan your online Refund Application Form. Please note TicketPlan’s Terms and Conditions for Requesting a Refund.
How do I make a claim?
You can submit your claim directly with the TicketPlan online submission system or contact TicketPlan directly.
What are the Terms and Conditions?
You can read the Terms and Conditions in TicketPlan’s official website.
How do I buy a Gift Voucher?
You can purchase a gift voucher online, over the phone (0131 529 6000) or at the Festival Theatre or King’s Theatre’s counters. Find more information about our Gift Vouchers here.
How do I use a gift voucher online?
Once you get to the checkout screen online there is a link at the bottom of the screen that says ‘Pay with Gift Voucher’ enter your voucher number here omitting any hyphens.
What can I spend my Gift Voucher on?
Anything you like on our website, or over the box office counter. It cannot be used to buy food, drink or merchandise within our theatres.
What happens if I want to spend only part of my Gift Voucher?
The remaining credit will automatically be added to your account to be used in future bookings. Credit remains on your account for a year after being added.
I’ve lost my voucher. Can I have a replacement?
We can’t issue you with a paper replacement, but we can tell you the number of your voucher so that you can enter that to spend online or use with the Box Office. Please email the Box Office on bookings@capitaltheatres.com.
Can I pay for my tickets with Theatre Tokens?
If you have a Theatre Tokens Gift Card or eGift issued by SOLT, you can now exchange it online for a Capital Theatres gift voucher, which can be redeemed on our website. If you already have a Capital Theatres gift voucher, you can use it directly at checkout as usual.
When does my voucher expire?
Once gift credit is redeemed to your account with us, it must be used within one year.
The performance I want is sold out – is there any way to get tickets?
Keep an eye on our website, we do get exchanges and the occasional ticket handed back by producers, what we have to sell will be visible online. We also almost always operate a returns queue at the Box Office for shows if they are fully sold out.
How can I find out if there are any tickets available for today?
Keep an eye on our website, what we have to sell will be visible online.
When are the discounted school tickets available?
Schools discounts are generally available on all week long shows excluding Friday and Saturday evenings. Please note that for some shows there are limits on the number of school tickets available.
When will tickets be released for future productions?
We have three brochures launched per year: April, September and January. Most of our shows are launched with these publications, but other shows do become available on an ad hoc basis. For up to date information, join our mailing list.
What concessions are available?
We offer concession for full-time students, senior citizens (65+), unwaged (with proof), people with disabilities, Young Scot cardholders, schools, children, and groups of 8+. Concessions are typically withdrawn for Friday and Saturday evening performances, however, concessions for people with disabilities are available for all performances.
How do I book a concession ticket online?
All standard concessions are available online. Once you have your seats in your basket the option to apply discounts is given.
To book access discounts online, please read below.
What discount do you offer to access users?
Access users can choose to receive 50% off the price of their ticket, and 50% off essential companion tickets, subject to availability. For more information: Access at Capital Theatres
Complete our Access Form to book access discounts online. Also available on the phone or in person.
We have Next Generation Text (NGT) Relay: 18002 0131 529 6003
We can also book tickets for you via email: bookings@capitaltheatres.com
Please provide us with your account details (email address is usually sufficient) and the show date, time, and any specific needs you have and we can put the tickets on reserve for you, which you can claim in person or by phone. We normally reserve seats for a maximum of 7 days, but please let us know if you require more time.
Baby Tickets
Some of our children’s shows have Babe-In-Arms tickets available. Please check with Box Office on 0131 529 6000 to see if these are available. Babe-in-Arms tickets allow a baby of 12 months or less to sit on their parent’s laps for free. No seat is provided. Nappy changing facilities can also be found within both Theatres and the Studio.
Can my child come to the theatre with me?
For standard performances, our policy is that children 4 or over can attend.
For shows with an older age guideline, bringing a younger child is at the parent’s discretion.
For children’s shows, an age guideline will be show, if none is given, then all ages are permitted. Please call the box office on 0131 529 6000 should you require a babe-in-arms ticket for a child that is under 12 months.
Do you have any booster seats?
Booster seats are available for use and require no deposit. For safety reasons, the booster seats are only available for use in the stalls of the Festival Theatre. They are not available in the Studio.
£10 Standby Tickets for 25 and under
The majority of our shows offer £10 tickets on the day of the show, for people who are aged 25 and under – find out more.
How do I book for more than 8 people?
You can book 10 tickets online at captialtheatres.com without a Groups discount.
Alternatively please call our Groups booking line on 0131 529 6005, to take advantage of our Groups discount and Groups longer reservation periods. Lines are open Monday to Friday 11am to 3pm. Discount details are available online and in our season brochure.
How do I book tickets for a school/educational group to see a production?
Please call our Groups number on 0131 529 6005. Lines are open Monday to Friday 11am to 3pm.
Do you offer school group discounts?
Yes, we do. Please call our Groups number on 0131 529 6005. Lines are open Monday to Friday 11am to 3pm.
When are the discounted school tickets available?
Schools discounts is typically available on all performance except for Friday and Saturday evenings.
How do I book for more than 8 people?
You can book 10 tickets online at captialtheatres.com without a Groups discount.
Alternatively please call our Groups booking line on 0131 529 6005, to take advantage of our Groups discount and Groups longer reservation periods. Lines are open Monday to Friday 11am to 3pm. Discount details are available online and in our season brochure.
How do I book tickets for a school/educational group to see a production?
Please call our Groups number on 0131 529 6005. Lines are open Monday to Friday 11am to 3pm.
Do you offer school group discounts?
Yes, we do. Please call our Groups number on 0131 529 6005. Lines are open Monday to Friday 11am to 3pm.
When are the discounted school tickets available?
Schools discounts is typically available on all performance except for Friday and Saturday evenings. Please enquire with Group Sales on 0131 529 6005 (11am-3pm Monday to Friday) or email groups@capitaltheatres.com for more information.
Can I arrange a backstage tour for a group?
We offer public backstage tour through our box office. If you require a bespoke tour, please contact our Customer Service team on foh@capitaltheatres.com.
Can we pre-order our ice-creams?
Group bookings of over 8 people can pre-order ice cream for the interval. For more information contact the group booking line on 0131 529 6005.
Do you post out tickets? When will they arrive?
Tickets are typically posted out the next working day after booking. We use Royal Mail and charge £2 for postage. We expect your tickets to arrive with you within 3-5 working days.
My tickets haven’t arrived in the post?
If your tickets have not arrived within 2 weeks please contact our box office on 0131 529 6000. Lines are open Monday to Friday 11am -3pm. We will arrange for a duplicate set of tickets to be available for collection from one hour before your performance begins.
I can’t remember if I opted for post, collection of E-tickets. What should I do?
Please call us on 0131 529 6000 (11am to 3pm, Mon to Sat) or email bookings@capitaltheatres.com and we will be happy to help.
I missed off part of my address details when booking. What can I do?
Please call us on 0131 529 6000 (11am to 3pm, Mon to Sat) or email bookings@capitaltheatres.com and we will be happy to help.
Do you charge a booking fee?
We do not generally charge any fees on top of the price of your ticket unless stated otherwise.
Which cards are accepted?
We accept all major cards.
Can I pay by cash?
No, we only accept payments by card, Theatre Tokens or Capital Theatres gift vouchers.
When can I collect my tickets?
Tickets can be collected immediately from the time of booking until the performance begins. Please bring either your payment card or booking confirmation email with you to collect.
Can someone else collect my tickets?
Yes, please let the box office know in advance if this is the case. Please also provide the person collecting with a copy of your booking confirmation email to make collection easier.
I have lost my tickets what should I do?
Please contact our box office on 0131 529 6000. Lines are open Monday to Friday 11 am to 3 pm. We will arrange for a duplicate set of tickets to be available for collection from one hour before your performance begins.
How can I update my address details online?
Log in and go to the My Account section of our website, there you will find a link to change your personal details.
How can I update my email address online?
Log in and go to the My Account section of our website, there you will find a link to change your login details.
How can I check my booking?
Log in and go to the My Account section of our website, there you will find a link to view your bookings. You can click on the reference numbers to see more details.
I have forgotten my password. What should I do?
Go to our website and attempt to log in. Under the password screen there is a link that says ‘I have forgotten my password’ this will email you a link that will then allow you to select a new one. The link is only valid for 10 minutes after which time it will expire.
I have clicked on ‘I forgot my password’ and the link hasn’t arrived/isn’t working. What should I do?
Please call us on 0131 529 6000 (11am to 3pm, Mon to Sat) or email bookings@capitaltheatres.com and we will be happy to help.
Do you offer food and drink at the theatres?
The Festival Theatre has bars on every level while The Studio has a bar located on the main level. The bars will be open depending on the audience numbers. Find more information under the Your Visit section.
Can I pre-order drinks?
Unless otherwise stated, it is possible to pre-order interval drinks for collection at any of the bars at the theatre or The Studio.
Do you have parking on-site?
There’s very limited parking space available around our theatres. You can find further information in the Our venues section.
Do you recycle? What can I do to help?
At Capital Theatres we encourage customers to help us to continue reducing our environmental impact. Recycling bins are located on each level at the theatre. To help us do this, please:
- Sort and recycle any waste using the correct recycling bins which are available throughout all buildings.
- Only use a plastic cup if you are taking your drink into the auditorium, otherwise please use glass.
- Bring in your own reusable cup for hot/cold drinks, the bar staff will be happy to serve your drink in it.
Where can I find information about access?
Capital Theatres are here to accommodate you and make sure your time with us is as enjoyable and simple as possible. Full access information can be found in each Production Show page or under the Our venues section of the website. Please call 0131 662 1112 for any further information.
Do you have any accessible parking available?
The Festival Theatre has a limited number of spaces available for accessible parking and pickup/drop off in the courtyard. This can also be used for the Studio Theatre. Please call our Stage Door team to book/check availability on 0131 662 1112.
I’m running late, will I still get in?
It is at the discretion of the theatre but some of our shows do have a period where people are held back until an appropriate point in the production. Then they can be let in without causing too much disturbance, but for most shows we will either get you to your seat or an available seat at the back of your section.
Is there a place I can drop my belongings off?
There is a cloakroom at the Festival Theatre but not in The Studio. The Cloakroom is available one hour before the performance starts. Feel free to ask any member of staff if you wish to drop an item off.
How do I get in contact about lost property?
Any item of lost property found is handed in to the stage door of either theatre. Both stage doors can be contacted on 0131 662 1112. If an item is lost during your time at the theatre make sure to ask member of staff and they will be happy to check if the item has been recovered.
At Capital Theatres we try to ensure all audience members have a great experience therefore, we encourage audience members to be mindful and courteous to one another.
Is anything prohibited in the auditorium?
We aim to accommodate all customers, but a few things are not allowed in the auditorium:
- Bringing in alcohol not purchased from within the building
- No hot food or meals are to be taken in to the auditorium.
- No mobile phone use during the performance.
- Photography is not allowed unless instructed otherwise.
Please note: It is at the theatre’s discretion to conduct random bag searches.
Where can I find the running times for a show?
You can find available running times in the show page or through the box office. If the running times are not published, please get in contact with box office on 0131 529 6000.
Please note: running times may not be available until the night of the performance.
Where can I purchase a programme?
At the Festival Theatre Programmes will be available from the foyers and will be available for purchase from staff throughout the buildings. The Studio will have programmes available at the bar area.
There’s a programme available at most performances. You can purchase them at the theatre or online when you purchase your tickets. Programme vouchers offer a discount on full-price programmes and can be redeemed with any programme seller.
Please Note: Programmes may not be available for all shows.
Do you have any function rooms for hire?
The Festival Theatre has various rooms that are available for reservation for pre-show and the interval/s. For more information visit our Hires page or contact the Customer Service department on 0131 622 8092 or via email at foh@capitaltheatres.com.
