F A Q 'S

How can I buy my tickets?
You can buy your tickets online 24/7 from The Ticket Store website: https://www.theticketstore.co.uk

How can I pay for my tickets?
You can pay for your tickets via most major credit/debit cards online (unfortunately The Ticket Store do not accept American Express).

Can I book in person?
Unfortunately The Ticket Store is not open for over the counter or over the phone bookings. You are welcome to pop in during the 60 minute period that we are open before the start of a show to book.

Why do I have to pay a booking fee?
There is a minimum 12% booking fee applied to all tickets.

In addition, there is a £1.50 per ticket Facility Fee. The introduction of a Facility Fee (often also referred to as a ‘restoration levy’ or ‘renovation charge’) has become commonplace across the live entertainment industry and is charged as part of the ticket price at Plymouth Pavilions. Charging this fee helps to ensure that we are able to continually improve.

A fulfilment fee of £2.50 per transaction is also applicable.

The booking fee charged may vary and is agreed with the venue or promoter for each event. If the fee is greater than 12%, The Ticket Store may decide to include the booking fee in the ticket price. Booking fees are an industry standard necessity. This is the only part of your total transaction fee that we keep as most venues and event promoters don't pay us anything to sell their tickets.

The booking fee helps us cover our overheads such as keeping our website ticking over for online bookings, credit card commissions and other business costs like turning the lights on and flushing the toilet! It's also important to pay our hardworking staff, otherwise they'd probably go home and have a nap. All this makes the booking fee a vital part of our business and ensures that we continue to offer the best customer service, operating modern and efficient ticketing 24 hours a day, 7 days a week!  

If I have special requirements, how can I book tickets?
If you have any access requirements then you can call us on our access requirements number 0333 772 7727 to book your tickets. The Ticket Store handle these bookings individually so as to determine your specific needs and give the best option available to you. For this reason, our events are not set up to accommodate bookings for customers with access requirements online.

I would like to book Priority but I would like to find out further details first where can I find this?
You can find all details about our Priority experience on our dedicated page and in our Priority FAQ's Please head here

How will I know that my booking has gone through?
Once your online booking has confirmed you will receive an email confirmation from The Ticket Store. If you complete your booking successfully but don't receive an email confirmation, you can email The Ticket Store on enquiries@theticketstore.co.uk and they’ll be able to look into this for you.

How do I know when the tickets I want go on sale?
The show information page on our website will state the date and time that tickets will be available from. Until tickets go on sale, the 'Ticket Availability' status will remain blank. The best way to stay up to date with recent announcements and upcoming shows is by following us on social media and signing up to our E-news at the bottom of the page.

Can I cancel my order if I change my mind or can no longer make the gig?
Unfortunately we are unable to offer refunds. We advise insuring your tickets against unforeseen circumstances with Booking Protect, you will be offered this as part of your transaction with The Ticket Store. To see details about valid conditions for claiming click here .

Why am I limited on how many tickets I can buy?
Ticket limits are set by the promoter of a show and not by Plymouth Pavilions or The Ticket Store. These are usually put in place in an attempt to combat ticket touting and ensure that people don't buy extra tickets to resell at profit.

Why do tickets sell out so quickly online?
Unfortunately for some shows, ticket demand far outweighs the supply we have available. Our tickets are allocated on a first come first served basis. With so many people clicking Buy Tickets at once, the available tickets can be snapped up within seconds, however tickets may be released if customers don't complete their transaction, or change the number of tickets they had in their basket so refresh the page periodically to check. Once all available tickets have been allocated, a "SOLD OUT" message will display. Tickets for popular shows sell out online within minutes, however the Promoter may choose to release tickets that they had held back so it's always worth checking online periodically, do not be tempted to buy tickets from a secondary seller such as ViaGoGo or through an online Marketplace such as Facebook.  

I've seen tickets to a Plymouth Pavilions show on Ticketmaster, why do you not sell all the tickets to a show in your Arena?
The tour promoter allocates tickets between us as a venue (we sell our allocation from our sister company The Ticket Store) and external ticket promoters such as Ticketmaster or See Tickets (which agencies get tickets and how many differs from show to show). The majority of tickets are usually made available to the venue and therefore our Box Office provider The Ticket Store will often have tickets when other outlets may have sold out of their allocation.

Why are some tickets more expensive than others?
The ticket price is set by the tour promoter for each show. Plymouth Pavilions do not set the ticket prices, nor can we offer any discounts that have not been pre-approved by the promoter.

Can I put my name on a waiting list for tickets to a sold out show?
No, we do not operate a waiting list system for sold out shows.

I haven't received a confirmation email and/or my print at home tickets, what can I do?
As part of their anti-tout measures The Ticket Store dispatch tickets around a fortnight before the show. Make sure you check your Junk folder as sometimes emails with attachments get caught by spam filters. If you haven't received anything, email The Ticket Store on enquiries@theticketstore.co.uk.

I asked for my tickets to be posted but they haven't arrived, what do I do?
Email The Ticket Store on enquiries@theticketstore.co.uk and we can cancel your initial tickets and issue reprinted copies for you to collect on the night of the show. As part of their anti-tout measures The Ticket Store dispatch tickets in the second class post around a fortnight before the show, so please allow time for them to arrive before contacting them by emailing.

What happens if the event is cancelled or postponed?
As soon as we receive confirmation from the show promoter that a show is cancelled or rescheduled, we'll contact you via the contact details you gave us when you booked your tickets, and explain what happens next. You will be given a choice between attending the rescheduled event (where applicable) or getting your money back. As tickets are sent out closer to the show it’s unlikely that you will have received your tickets for the postponed show but in the event of a late postponement always hold on to your tickets as the original ones will, in most cases, still be valid for any rescheduled date.

I've lost my tickets, what do I do?
Email The Ticket Store on enquiries@theticketstore.co.uk, we'll be able to cancel your initial tickets and issue reprinted ones for you to collect before the show.

What can I bring into the Arena?
For a list of prohibited items please see our Security page here

Can I bring a walking stick or crutches to an event?
For your safety, and for those around you, we do not allow people using crutches and/or walking aids onto a standing floor. Even though your friends around you could help to look after you, crowd movement on the floor is unpredictable. We will always endeavour to find you an accessible position within the Arena so that you can still come to the concert. Please call us on our access requirements number 0333 772 7727 and we will do our best to find alternative tickets.

Are children welcome in the Arena?
Whilst Plymouth Pavilions encourages access for all, we would recommend that parents or guardians do not bring infants less than two years of age into the Arena.

Due to the wide variety of performances at Plymouth Pavilions there may be certain shows in which it is not appropriate to have babies present in the audience. It is often the case that shows carry a recommended age limit. This is to maintain the wellbeing of the child, to prevent impact to the performance of the show and also other guests.

If infants are permitted to a performance, they will need to be accommodated on the parent or guardian's lap as no seat will be allocated. There will be no charge for this (unless specified by the promotor for certain shows). Children under 2 will only be permitted in seated areas of the Arena and not into any standing area. If the babes in arms become restless and cause a disturbance the parent/guardian will be requested to leave the Arena with the child. We reserve the right to not re-admit.


Can't find your answer here? Pop an email to enquiries@plymouthpavilions.com and we'll get back to you.