FAQs

You can buy your tickets online 24/7 from our website.

We offer multiple payment options to suit your purchase requirements. 
Options include: All major debit/ credit cards, Apple Pay, Pay Pal and Google Pay.

Unfortunately The Plymouth Pavilions 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.

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 can 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%, Ticketek 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!  

From January 2024 we will be moving to the Nimbus Access Card scheme, the great news is that you will be able to book your tickets online. We will need proof of your accessibility needs when purchasing a ticket and you can provide this by signing up for the Access Card. If you want more information about the accessibility card, please click on this website to register or email cards@accesscard.online or call the Access Card team on 0330 808 5108

You can find all details about our Priority experience on our dedicated page and in our Priority FAQ’s found here

Once your online booking has confirmed you will receive an email confirmation from our ticketing partner Ticketek. If you complete your booking successfully but don’t receive an email confirmation, you can email enquiries@plymouthpavilions.com and they’ll be able to look into this for you.

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 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. You can do this by heading to our home page and clicking on our subscribe banner!

Unfortunately we are unable to offer refunds. We advise insuring your tickets against unforeseen circumstances with Refundable, you will be offered this as part of your transaction with Plymouth Pavilions. To see details about valid conditions for claiming click here.

Ticket limits are set by the promoter of a show and not by Plymouth Pavilions or Ticketek. 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.

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 please 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.  

The tour promoter allocates tickets between us as a venue (we sell our allocation from our ticketing partner Ticketek) and external ticket promoters such as Ticketmaster or See Tickets (which agencies get tickets and how many differs from show to show). Most tickets are usually made available to the venue will often have tickets when other outlets may have sold out of their allocation.

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.

This simply means that the seat might have view restrictions due to the layout of the performance and seats. Usually restricted view just means, you won’t be able to see the act constantly in full.

No, we do not operate a waiting list system for sold out shows.

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.

For a list of prohibited items please see our Security page here

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 email us as soon as possible at enquiries@plymouthpavilions.com and we will do our best to find alternative tickets. Please be aware spaces on the riser are limited.

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.