COVID -19

What if my event is cancelled?

If we have your email address you will receive an email from us informing you of the cancellation. If you have booked for several events you will receive a separate email for each event. We are working through show by show in date order.

There is a link in the email that allows you to indicate whether you would like to donate all or a portion of your ticket or have a credit note or refund.

The email says that if we have not heard from you in seven days the refund will be automatic. At that point we will attempt to phone you. We know how busy emails have become recently, but we want to ensure that you have received our communications and that your options are clear.

Once you have chosen your option Ticket Office will process your donation/refund.

If we only have your telephone number we will phone you. At that point we will ask you if you would like to donate/refund/credit your tickets. We will not process your request straight away as we are prioritising contacting customers as quickly as possible. Please be assured your request will be processed.

 

Why can’t you refund me straight away?

This is a very busy time and we are a small team. We are working hard to process requests are fast as possible and appreciate your patience during this difficult time.

 

What if my event is rescheduled?

We are working hard behind the scenes to reschedule as many shows as possible. Promoters are doing this with every venue in the country so finding a new date will take a little bit of time. If your event is rescheduled we will email you to let you know. All tickets will remain valid for the rescheduled dates. We will be back in touch with news of the rescheduled dates as soon as possible.

 

What if I can’t attend on the new date?

If you can’t make the rescheduled date you will have the option to donate all or a portion of your ticket or have a credit note or refund.

 

What if a new date can’t be found?

In this case, the show will be cancelled and you will be informed as soon as we know.

 

I cannot travel because of Government restrictions in place due to COVID-19. Can I get a refund?

If the event you are due to attend is going ahead, unfortunately you will not be entitled to a refund from Lighthouse. You may be able to claim from your travel insurance.

 

I am in self-isolation due to COVID-19 and therefore cannot attend a show I have tickets to. Can I request a refund?

If the event you are due to attend is going ahead, unfortunately you will not be entitled to a refund from Lighthouse.

 

How can I contact Lighthouse if the venue is closed?

We are responding to customer queries between 9am and 5pm, Monday to Friday. Our phone lines will remain closed until further notice and we will endeavour to respond to emails as soon as we can.

 

How is Lighthouse ensuring the safety of its employees, artists and visitors?

 The safety and security of our artists, audiences and staff is, ultimately, our first priority. We want to reassure you that we are closely monitoring Government advice on the health situation. All staff who can work from home are doing so and only essential staff are travelling into the building. We have increased our cleaning regime in line with PHE guidance paying special attention to surfaces and door handles.

 

How can I keep up to date with the impact COVID-19 is having on performances at Lighthouse?

The safety and security of our artists, audiences and staff is, ultimately, our first priority. We want to reassure you that we are closely monitoring Government advice on the health situation. As the situation is constantly evolving, we recommend following our social media channels and visiting our website for latest updates. Ticket holders for upcoming performances will be advised of any cancellations or schedule changes as and when they happen.

 

Booking Fees

If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you will be able to obtain a refund of the ticket price within 14 days of the date of notification of the cancelled event.  In the event of a refund you will not be refunded the admin fee or the fulfilment fee. Lighthouse pays a charge per ticket to our software providers to cover the cost of the system and in the event of a refund we do not get this charge back. 

TICKET ORDERS

 

Print at Home Tickets

Please note, for this option you will need acess to a printer for a physical printout  or a phone to display your ticket on screen. If you choose the print at home option your tickets will be delivered by email so you can  print them at home via your online account. There is no additional charge for doing this. After you have booked you will receive a confirmation email, followed by a second email with a PDF attachment.  This PDF is your ticket and contains a unique barcode.  Please print this ticket and bring it with you. 

We are introducing ticket scanners throughout the building and these are currently in place in the cinema only. If you have a Print at Home ticket you can show the physical print out or open the PDF on your phone in order to have the barcode scanned. We will  update this page once we have scanners for the rest of the building.


Do you offer concessions for students, senior citizens and others?

We offer a range of discounts on our shows including students, over 60’s and under 18’s, groups, ‘Access to Leisure and Learning’, and ‘Live for £5’.  These vary by show and are available to view on the individual events page.

 

What is Access to Leisure and Learning?

If you are a resident in the BH postcode area and receiving a state benefit or are aged 18 years and in full-time education you may be eligible to join the Borough of Poole scheme, which provides opportunities to take part in leisure and sporting activities at a reduced rate. You can find out more on their website by clicking here. If you are a member of the scheme you can enjoy discounted rates to many of our shows but you will need to present a valid ATL&L card when collecting your tickets. If you are unable to provide this proof of membership you will need to pay to upgrade to a regular ticket.

 

Students

Students are required to provide proof when collecting tickets and includes anyone in full time education.

 

Seniors

Seniors applies to anyone over the age of 60.

 

Do you offer group rates?

Group discounts vary between shows and are only available to purchase through the ticket office.

 

Do you offer discounts to schools?

School discounts vary between shows and are only available to purchase through the ticket office.

 

Can I bring my baby?

With the exception of some shows specifically aimed at young audiences, children under the age of 3 are not permitted into the Lighthouse auditoria out of consideration for other patrons and performing artists. Respectfully, we wish to remind you that it is the responsibility of the parent or guardian to remove the child or children from the auditorium should they become disruptive and cause a disturbance during the performance.

 

Can my toddler sit on my lap/when do I need to buy a ticket for a child?

For productions where children under the age of 3 are permitted into the auditorium, you will be required to purchase a ticket for them. Children aged 2 and over will require a standard ticket which will entitle them to a seat of their own. Booster seats are available to help little ones get a better view - just ask one of our Stewards when you arrive.

Children under the age of 2 will require a Babes in Arms ticket. This allows them to sit on a parent’s lap for the duration of the performance and costs £3.00. Babes in Arms tickets are available from the box office in person and are not subject to a booking fee.

The qualifying age for Babes in Arms seats may change depending on the nature of the event so we strongly advise checking with box office prior to booking your tickets. 

 

Collecting your tickets

When you collect your tickets we will need the surname and postcode the tickets were booked under and you may be asked for proof of purchase. Did you know we also do print home tickets? Just tick the correct box when purchasing your ticket to get your tickets instantly and print them at home.

 

Where is your ticket office?

Our ticket office is located on the ground floor, simply turn right after entering the through the main doors.

 

When will I receive my tickets in the post?

Your tickets will be posted to the billing address of the debit/credit card holder.  We aim to dispatch your tickets as soon as possible however we are not able to specify the exact date of dispatch. If you have not received your tickets 5 days prior to the event, please contact us with details of your booking. All ticjets are sent 2nd class unless otherwise specified.

 

Can I return my tickets for a refund?

The venue operates a no refund poliy. Occasionally events may be cancelled or postponed. If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you will be able to obtain a refund of the ticket price. Tickets cannot be exchanged or refunded after purchase. In the event of a refund you will not be refunded the admin fee or the fulfilment fee.

 

Can I exchange my tickets?

Theatre and cinema tickets may be exchanged for a different performance of the same show. We require at least 24 hours’ notice, the original tickets and charge an exchange fee of £1 per ticket

Tickets purchased are for personal use only. You may not re-sell, transfer or combine (or seek to re-sell, transfer or combine) tickets for commercial gain or profit to do so could result in your tickets being cancelled without refund. If we suspect that your ticket has been purchased fraudulently we may cancel your booking

 

What happens if I lose my tickets?

 Don’t worry if you’ve lost your tickets, we can reprint them on the night of the show

 

Do you sell/take gift or theatre tokens?

We sell Theatre Tokens that can be used for any ticketed event here at Lighthouse and 240 other venues across the UK. These can be purchased over the counter or over the phone, however, if you would like these posted there is a £2 recorded delivery charge.

 

Do you sell gift vouchers?

We sell gift vouchers for our theatre at the ticket office. These can be purchased for any amount and redeemed against any ticketed event.

 

PAYMENT

 

What are your booking fees online, over the phone and in-person?

Prices published are inclusive of the booking fee. The booking fee is £1.75 for adult tickets over £10 and £0.85 for adult tickets under £10.

 

What payment methods do you accept?

We accept most cards (excluding American Express), cash, and only company cheques.

 

 

YOUR ACCOUNT

 

I’m having problems signing into my account?

To log in click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website. If you have forgotten your password, please click on ‘Forgotten your password? Reset here’ and follow the instructions. You will be sent a link to your registered email address to reset your password.

 

How can I change my account details?

Click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website and log in. Here you will be able to change account details and preference.  

 

How do I change my address details?

Click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website and log in. Click on the ‘addresses’ tab and you will have the option to edit your address.

 

How do I unsubscribe from marketing emails?

Click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website and log in. Click on the contact preferences’ tab and you will have the option to edit your marketing options.

 

 

ACCESS

 

Accessibility

We want to ensure we meet the needs of our audiences, whether it welcoming  an assistance dog, providing sound enhancement for the hard of hearing or a free ticket to enable someone who cannot attend on their own. In doing this we are ensuring we meet our legal duty ( Equality Act 2010) to make reasonable adjustments to enable disabled customers are able to access performances.

There are two public lifts to all floors.

Each venue has space for wheelchairs. To reserve a wheelchair space, book in person or by telephone.

If you are unable to access a performance without support from a Carer or Personal Assistant we offer a complimentary ticket for your essential support. The Carer or Personal Assistant must be able to assist you to access the venue and its facilities, remaining with you, and be able to assist when leaving the building in an emergency.  (not available for VIP tickets). We would encourage the Carer or Personal Assistant to speak to a Duty Manager.  If you  have complex needs the Carer or Personal Assistant will need to receive advice about our evacuation procedures and r is required to be available at all times to assist you during your visit.

Infra-red Induction Loop sound enhancement systems are available in the Concert Hall, Theatre, Sherling Studio and Cinema. Headsets are available from ticket office on request at time of booking. Guide, hearing and assistance dogs are welcome. There are accessible toilets on all floors Lighthouse is a Dementia Friendly building. Prams and pushchairs can be left in the lobby next to the Ticket Office.

 

Do you have baby changing facilities?

Baby changing facilities can be found in the ground and first floor toilets.

 

Is there disabled parking?

There are several disabled parking bays outside the Lighthouse and these are on a first come first serve basis. If you display your blue badge and are in the building, there is no time limit on how long you can park here. Alternative disabled parking is available in other Poole car parks.

 

Is there somewhere I can leave my bicycle?

We have designated bike stands located out the front of the building.

 

MAILING LIST

Can I go on the mailing list?

You can join the mailing list by creating an online account and selecting the mailing options. Alternatively, you can call the ticket office on 01202 280000.

 

Do you have a lost property department?

Yes we do, just ask at ticket office or call them on 01202 280000.

 

I’m going to be late, what can I do?

When arriving late for a performance make yourself known to a member of staff who will be happy to assist. Different shows have different policies, but we will usually get you into the auditorium at an appropriate moment

FEEDBACK

How can I leave feedback or make a complaint?

If you have comments about how we can make your visit to Lighthouse more enjoyable, or if we can make our website more user friendly, please do let us know. Likewise if you’ve had a great night out at Lighthouse don’t forget to tell us!

Please visit our contact page where you have the opportunity to fill out a form or find alternative ways of contact. 

 

 

 

JOBS, VOLUNTEERING AND WORK EXPERIENCE

How can I find out about the latest vacancies?

All of our vacancies are advertised on our website as and when they become available. Click here to see our current opportunities.  We also offer volunteering opportunities and an internship program which will show on the current opportunities page.#

 

How can I contact your Human Resources team?

Our HR team are available to contact at hr@lighthousepoole.co.uk

 

Are there internships available at Lighthouse?

We do offer internships, and these are advertised on our vacancies page when they become available.

 

Do you offer work experience at Lighthouse?

We offer work experience placements on a two-week basis throughout the months of February/March/April/May. The application process is advertised at the end of each year on our website. We ask all students to complete an application form and return these to the HR department.

 

Can I volunteer at Lighthouse?

Volunteers play a vital role in ensuring the future of Lighthouse and we always looking for people to join our committed team of volunteers. You can find out more and apply by completing an application form on our website. You can find this by clicking here

 

 

 

SUPPORTING LIGHTHOUSE

How can I make a donation? 

If you would like to help us with a donation you can:

At various performances throughout the year we have bucket collections, any spare change you have is gratefully received and really does make a difference.

If you are able to Gift Aid your donation, you can help us do even more.  If you are eligible, we can reclaim a further 25% from HRMC, at no extra cost to you.

 

Can I name a seat?

By naming a seat you can be proud of supporting Lighthouse and the community it serves. You can name a seat in our Concert Hall, Theatre, Sherling Studio or Cinema. You can do so in your own name, for family members, as a gift for someone special, for your school or company or in memory of a loved one. In recognition of your support, you will receive an inscription engraved on a plaque and mounted on a specific seat for 10 years.

To commission your plaque, simply complete and return an application form which can be found on our website or contact the Fundraising team.

 

Further information

To find out more on how you can support Lighthouse please visit our ‘Support Us’ pages on our Website. 

You can contact the Fundraising team on 01202 01202 28000, fundraising@lighthousepoole.co.uk or write to Fundraising, Lighthouse, Poole’s Centre for the Arts, 21 Kingland Road, Poole Dorset BH15 1UG.

 

We’re fundraising to create new work at Lighthouse, support emerging artists and expand our Learning programmes for local schools and young people.

Thank you for thinking of us.