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Coronavirus - FAQs

FAQs

We have tried to answer some of the most frequently asked questions below. If you have any further questions or our like any more information please call our Box Office on 020 7730 4500 or complete our Contact Us form. Last updated 16 July 2021.

Do I have to wear a face mask?

We ask our audience members and staff to wear face masks for the safety and comfort of everybody in the Hall, especially while moving around the venue. This is in line with the government recommendation that people wear masks while in crowded, indoor places.

Do I have to show a Covid Pass?

For BBC Proms concerts you must show a valid NHS Covid Pass as a condition of entry. The Pass is valid if you are fully vaccinated, have had a negative lateral flow or PCR test in the last 48 hours or have natural immunity due to a positive Covid test in the past 6 months. For more information click here.

At present other events do not require the NHS Covid Pass as a condition of entry, but we will be following government regulations as they evolve and this may be subject to change.

I had tickets for an event but I can’t see it in the What’s on listings, when is my event?

A very large number of concerts have been rescheduled or cancelled. Please visit our Rescheduled and cancelled performances page to check specific performances.

The event I have booked for doesn’t seem to have a socially-distanced audience. Why is that?

We are following government guidance as it evolves, and as such most of our events after Monday 19 July are not socially distanced. We have a number of safety measures in place to ensure a safe and enjoyable visit with us. You can read about those measures here.

I (or a member of my household or party) have experienced symptoms of coronavirus, but we are due to attend a performance soon. What should I do?

We ask that audience members stay at home if they (or members of their household) have had any symptoms of illness such as a cough, sore throat, or fever (or have been in contact with someone with these symptoms) in the 14 days before they are due to attend a performance. In this case, your ticket purchases are fully protected and customers are entitled to exchanges, credits, or immediate refunds up to 24 hours before the performance.

If you have any questions, you can call our box office on 020 7730 4500 or complete our Contact Us form.

I am unable to travel to Cadogan Hall due to COVID-related travel restrictions / a local lockdown. What should I do?

In this case, your ticket purchases are fully protected and customers are entitled to exchanges, credits, or immediate refunds up to 24 hours before the performance. Please let us know with as much notice as possible, preferably at least one week. You can call our box office on 020 7730 4500 or complete our Contact Us form.

Is the event I have booked for cancelled?

If your event is cancelled, we will contact you as soon as possible to organise the refund of your tickets or a credit note. Please note we are unable to refund booking or postage fees, and Ticketplan. We will contact you as soon as we have news, but you can also keep checking our Rescheduled and cancelled events page. To make sure that you receive updates, log in to your account to check that we have your up-to-date contact details, including email address if possible.

Will I get a refund?

If your event is cancelled, you are covered for the full value of your tickets and any associated drinks/programme vouchers. We will contact you to offer you a refund or a Cadogan Hall credit note. Booking and TicketPlan fees are non-refundable.

How will you refund me?

Refunds will be made to the card you originally paid with. If your card has expired, we will contact you to complete a refund to a different card.

How long will my refund take?

You will be sent an automatic email to let you know when you have been refunded or credited. Once sent, the bank can take up to two weeks for the refunds to reach you.

My event has been rescheduled, but I can’t make the new date

If you’re unable to make the new date, we can offer a refund or credit note for the full value of the tickets. Please either complete the Contact Us form, or call the box office on 020 7730 4500. If you would like a refund, please the box office know at least 2 weeks before the new performance date and we will be happy process the refund or credit note.

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