Covid-secure FAQs

From the 19th July 2021 shows and events at Reading Arts venues will not be socially distanced and will operate to full capacity. You will be sitting next to other people in the auditorium.
However, certain safety measures will remain to ensure the safety of patrons, staff and performers until further notice.
We require that you continue to wear a face mask whilst inside our venues and to follow the theatre guidlines.
Our friendly staff will be on hand at all venues to advise you if you have any concerns. 

See below for frequently-asked questions about how COVID-19 is impacting Reading Arts & Venues events at The Hexagon, South Street and The Concert Hall, from changing dates to changing how events operate once we re-open.

We'll be updating these as new information is available so do check back.

Reading Arts Venue FAQs

GENERAL THEATRE GUIDANCE: SEE IT SAFELY

SEE IT SAFELY

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 at least part of the way. Please check your route if travelling by public transport as this may have recently changed.  

How will my ticket work? 
The majority of tickets will be e-ticket or print-at-home ticket. This will allow you to enter our venues more easily, minimise the amount of time you may have to queue, and reduce contact with the front of house team.  

Will I need to wear a face covering? 
In line with local government guidance with regards to face covering indoors, Reading Arts require that you continue to wear face coverings for the safety of patrons and staff and out of respect for fellow audience members and our companies when coming into our theatres and especially when moving around the theatre. If you are exempt from wearing a face covering it would help our front of house staff and fellow audience members if you wear an exemption lanyard which can be downloaded here.  

What should I bring? 
Please keep your belongings to a minimum and with you at all times. This will assist with bag checks, and some venues may not be opening their cloakroom facilities.  

Will I be able to buy interval refreshments? 
Please check if it is possible to pre-order your interval drinks and ice creams to minimise contact with others. Transactions will usually be cashless and paperless, and there may be one way systems in place.  

Will I need to have my temperature checked? 
Some venues may be taking temperature checks – please refer to the show/venue website for more details.   

What are the social distancing rules? 
As of 19 July, theatres will be able to open at full capacity so you will be sitting next to other people. 
Theatres will continue to ask you to maintain a safe social distance where possible when queuing to take your seats and moving around the theatre. You may need to pass someone to take your seat in a row – to mitigate risk Reading Arts require the wearing your face covering while moving around the theatre.   
There are certain seating areas, such as sitting in a box, that will naturally continue to be a socially distanced option. To find out about such seats we recommend contacting the box office directly for the show you wish to attend.  

What else are theatres doing? 
Theatres will be offering enhanced cleaning 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 performers or autograph signing may be restricted.   

What happens if I have Covid and can’t use my ticket? 
Theatres 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 is confirmed as Covid positive or has symptoms, there is no need to worry. Some venues may allow you to exchange tickets even closer to the performance time – please make sure to check with the venue you are attending. 
 

WHAT PRECAUTIONS HAVE WE PUT IN PLACE?

WELCOME BACK. 
We are delighted to be able to welcome all of our patrons, friends and families back to The Hexagon and The Concert Hall, and to South Street. 

While events, as of 19 July 2021, will not be socially distanced, for our customer and staff safety we will continue to implement certain safety measures in line with the latest Government and local Government guidelines.
We require that all patrons continue to wear a face mask whilst inside our venues.  

To help keep you safe, our venues are cleaned before every performance and regularly disinfected.
Our helpful staff will guide you through the venue as routes may be changed in order to minimise your contact with others.  
We have various hand sanitiser points at our venues. Please use these as frequently as you can during your visit.   

As the venues are run by the Local Authority all our procedures have been approved by the Health and Safety Team.

We have worked with specialist teams in the Council, specialist contractors, promoters, industry bodies and used the Government Guidelines for live performance to ensure that our venues are Covid Safe. 

The measures we have introduced include ENHANCED CLEANING, E-TICKETS and MULTIPLE HAND SANTISER STATIONS.

The safety of our audience, performers and staff are our top priority and we will adhere to all guidance and safety measures strictly.

A full breakdown of what you can expect at our venues are listed in the FAQ links below. 
If you have any queries or concerns about your visit please email the Reading Box Office HERE.

GETTING TO THE THEATRE/ACCESS/DOOR TIMES

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 at least part of the way. Please check your route if travelling by public transport as this may have recently changed.
Unless stated venues will be open 1 hour before the show start time.

Customers with access needs can discuss their requirements with a member of the Box Office team if they wish, in the same way they could previously. Anyone requiring a wheelchair accessible seat space will be able to identify the best seats for them on the seating area plan. Due to the socially distant seating arrangements and requirements for households or bubbles to book seats together, if you cannot see a way to make your booking easily please speak to Box Office staff who will be able to find the best options for you.  

Anyone who requires flat floor access to The Hexagon can arrange to be dropped off at the lower road level doors or use the ramp outside the main entrance doors on the town centre side of the building, on the upper level, and use the lift if they wish. At The Concert Hall, the lift will be available to use by single households or bubbles at a time only. 

HOW WILL MY E-TICKETS WORK?

Every ticket must be purchased in advance as an e-ticket, please select this option when booking. 
Ticket collections from Box Office and postal tickets are not available.   
e-tickets may be displayed on your phone or printed at home. Please have your e-ticket ready to be scanned on arrival. 
Your e-tickets will be emailed to you shortly after booking.  
e-tickets can also be downloaded or printed by logging into your Reading Arts account.  
 
This will allow us to let you enter our venues more easily, minimise the amount of time you may have to queue, and reduce contact with the front of house team. 

In all situations, please follow staff guidance on arrival. 

WHAT ARE THE SOCIAL DISTANCING RULES?

Whilst events from the 19th July 2021 will not be socially distanced, please continue to maintain a safe distance from people as much as possible while inside our venues.  Please mitigate any risk by keeping your mask on. 

TRACK AND TRACE

*Optional as of 19 July 2021*
You will have been asked to provide a contact telephone number for NHS Track and Trace at the time of booking, please email hexagonboxoffice@gmail.com if you need to change the number registered.    

It may be necessary for us to contact you regarding your tickets or changes to your event so please ensure that your email and other contact details are correct.  You can do this by logging on to your account at www.whatsonreading.com/my-account 

EVERYONE ATTENDING our venues should ‘Track and Trace’.  
Scannable Track and Trace posters are on display in our foyers for customers to use.  

By purchasing tickets you permit us, if required, to share your contact details with NHS Test and Trace. 

WHAT HAPPENS IF I FEEL ILL BEFORE OR AFTER MY VISIT?

If you feel ill before your visit.
Please email the Reading Arts Box Office HERE to discuss your ticket options. 

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?
All venues are working with the government to ‘Track And Trace’. 
If you display COVID-19 symptoms, you will be required to inform your point of purchase. 
Please email the Reading Arts Box Office HERE as soon possible. 

WILL I NEED A FACE COVERING?

From 19 July 2021...
We require you continue to use a face mask whilst at our venues and please follow the theatre precautions on the day of the performance. Wearing a face covering helps to protect those around you and reduce the spread of coronavirus. We understand that not everyone is able to wear a face covering but, if you are, we ask you to please continue wearing one when you are moving around the venues and when seated in the auditorium. Our friendly staff will be on hand to answer any queries.

WILL I NEED TO HAVE MY TEMPERATURE CHECKED?

Our venues may be taking temperature checks on arrival.
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.

FURTHER VENUE INFORMATION FOR SOCIALLY DISTANCED EVENTS

One-Way System 
There will be a one-way flow through our venues. (The Hexagon has specific entry points for the different seating areas - this information will be clearly defined on your e-ticket).
Our staff will be on hand to direct you and help with any problems. 

Taking your seat  
Once you and your party enter the venue you will be directed to your seats.
Please follow any theatre guidelines that are in place. Our staff will be on hand to help with any enquiry. 

Using toilet facilities 
Toilets are open as usual for use throughout our events. Please avoid over crowding the toilet facilities and continue to wear your face mask.
Please wash your hands before and after using the toilet facilities.

Booster Seats 
Booster seats for children’s shows (Hexagon Theatre) will be available as usual at our Box Office.
Membership 
If you are interested in supporting us and getting exclusive benefits and discounts, discover more about our Reading Arts Membership HERE 

If you have any further questions please contact the box office on hexagonboxoffice@gmail.com  
 
Visit SEE IT SAFELY  

WILL I BE ABLE TO BUY REFRESHMENTS/IS THERE AN INTERVAL?

Will there be an interval?
Most shows will now have an interval, unless otherwise specified. However bar/cafe service will continue to be limited. Refreshments can be pre-ordered via the event page or through Crowd Engage that we will text to patrons before the event.  

Will I be able to buy refreshments?
For Hexagon shows, a full range of refreshments are available to pre-order at the time of booking or via the link on the event page, up until 2 hours before the performance.    
Pre-orders will be available from pick up points at the theatre.
The Hexagon will have limited bar/cafe service - please pre-order you refreshments if you can. See the relevant show page for info.  

To help us fulfil your order please ensure that tickets and pre-orders are purchased with the same Reading Arts account. 

You may cancel or amend an existing refreshment order up to 4 hours before the start of the performance. Please email hexagonboxoffice@gmail.com if you need to make any changes. 

Please note that alcohol sales are for over 18's only, you may be asked for ID and Reading Arts reserves the right to refuse service. 

At present, there are no refreshments available at our Concert Hall shows.

AFTER THE SHOW

You will be guided out of the venue through the designated doors for your seating area. You may be asked to exit through a fire exit which leads directly outside to avoid re-entering the foyers. 

WHAT WILL HAPPEN IF A PERFORMANCE IS CANCELLED OR POSTPONED?

In the event of a postponed or cancelled event we will email all ticket holders who have purchased their tickets from Reading Arts to inform you of any changes. We will also update our website and social media channels. For rescheduled events, all tickets will remain valid for the new date and you do not need to do anything. If you cannot make the new date, or if a show is cancelled, you will the option of a refund or a credit which can be used on any future Reading Arts event. If you choose a refund your tickets will be refunded within 30 days.  

On the advice of our bank, we only refund the card that was originally used to pay – this is to make sure that the refund goes to the right place and avoids any problems. Most of the time, if you've had a replacement card for the same account the refund will go into your account automatically and you won't need to do anything.

If your account is closed or you've had a replacement card and the refund still isn't appearing in your account after 15 days, please contact your card issuer. They'll be holding the funds for you and will be able to arrange a transfer to your new account. Unfortunately, we can't reclaim the money and issue the refund to a new card for you.

To help us please ensure that the email address and contact details we hold for you are up to date by logging into your account here  

We ask you to bear with us as rescheduled events are confirmed and to avoid contacting the box office as they are dealing with an unprecedented number of enquiries.

If you have purchased tickets though a ticket agent (eg Ticketmaster, SEE tickets etc) or any other channel you will need to contact the agent directly to discuss your booking and their terms and conditions and refund policy will apply. 

WHAT IF I NO LONGER WISH TO ATTEND AN EVENT?

For the moment our standard terms and conditions apply for all events and tickets are non-refundable (Unless postponed or cancelled due to Covid-19). We will post any further updates here.
Existing ticket holders will always have the option of a refund or credit if an event has been postponed or cancelled due to Covid-19.

We will contact any customers about shows that are impacted by Covid-19, whether the show is postponed or cancelled or if any social distancing measures are put in place.

HOW WILL I KNOW IF THE SITUATION CHANGES?

We will be updating these FAQs, our website and social media channels as necessary. Please continue to check them for updates.  

We appreciate your continued understanding and support in these difficult circumstances.

WHAT DO WE KNOW ABOUT CORONAVIRUS (COVID-19)?

The Government's latest Information and advice on coronavirus can be found here.