Coronavirus - Updates & FAQs
Last updated: Monday 22 February 2021
Following the announcement on Monday 22 February that we will be under national lockdown restrictions until the end of March and concert halls will not be able to open to live audiences until at least 17 May 2021, we are working to reschedule, cancel or postpone affected performances. We will be in touch with all bookers to give full details of the impact on individual events, please be patient as we work through the large volume of events and bookers.
Please log into your account and check that your contact details are up-to-date to ensure that you get all the details from us as easily as possible.
If an event that you had booked for is rescheduled to a date that you cannot make or cancelled we will be happy to offer a refund or credit voucher for the full value of your tickets. Booking and TicketPlan fees are non-refundable.
Thank you so much for all your many messages of support at this difficult time and your patience. We are looking forward to welcoming back audiences as soon as possible.
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.
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.
What does a socially-distanced event mean?
We have been closely following government and sector guidelines to keep our audiences, artists, and staff safe at socially distanced performances. Measures include additional cleaning, one-way systems and seats off sale between each household group. You can find out more about what we are doing on our ‘Your Safety’ page.
What is a support bubble or household?
A household is a person or a group of people who live together in the same accommodation.
A support bubble is where a single adult living alone, or a single parent with children under 18, can form an exclusive network with one other household where social distancing does not have to be observed.
The 2 households that form a support bubble count as one household for the purposes of this guidance.
I have not yet received the tickets that I booked for future events, why is that and when will I receive them?
Due to limited access to the Hall it is currently taking us longer than usual to post out tickets. If you would like to receive your tickets in an e-ticket format (which you can show on your smartphone or print out at home before the performance) please call our Box Office on 020 7730 4500 or complete our Contact Us form, these will be sent to you immediately. If you are still waiting for tickets booked between March and 8 September 2020, please call the Box Office on 020 7730 4500 or complete our Contact Us form.
The event I have booked for has a socially-distanced audience. What does that mean?
In line with government guidelines, we are hosting some performances which have a socially-distanced audience. This will affect how many people are allowed to book for the performance, how audience members, staff, and artists move around the venue and other aspects of your visit. Find out more about how we are keeping you safe on your visits to Cadogan Hall.
The event I have booked for doesn’t seem to have a socially-distanced audience. Why is that?
As social distancing measures, such as the two-meter rule, evolve, it is our greatest hope that events may be staged to full-capacity audiences.
Naturally, this is entirely conditional on the country’s ability to keep the virus under control. Therefore performances that have been sold to a full-capacity audience may be postponed or cancelled should circumstances require distancing measures remain in place.
However, please be assured that all ticket purchases are fully protected and customers are entitled to exchanges, credits, or immediate refunds in the case of a rescheduled or cancelled event.
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.
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. 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?
We are working through each event in the calendar with individual event promoters and will update as soon as we have a confirmed cancellation or reschedule. 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?
We are working through an extraordinary number of refunds at present so this is taking longer than usual. 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.