Box Office
01977 664566

Covid-19 Audience Guidance

The safety and comfort of our audience and guests is vitally important to us. COVID-19 measures will be in place for all of our events and performances to ensure the best and safest experience for audiences, staff, and artistes. These measures are in line with the guidance and advice from the UK Government, the NHS and Public Health Wakefield and will be adjusted as guidance changes.

In the interests of safety we are currently holding performances with half capacity. If you have questions or concerns please contact our box office.

A one-way system will be in operation for audience members to enter and leave the auditorium, appropriate signage and staffing will be provided.

Hand sanitising stations will be available on entry and we encourage guests to use them.

Everyone is encouraged to wear a suitable face covering, especially when moving around the venue or using our facilities, unless excused for reasons of age, health or disability.

Tickets will be checked on entry to the auditorium without contact, There will be a QR code check in for those who would like to use the NHS test and Trace system.

When booking, we will ask for contact details, including a telephone contact number, which we will pass onto Test and Trace scheme if required.

All seating and surfaces will be cleaned and sanitised between performances.

If you have any symptoms of COVID-19, or have been in direct contact with a diagnosed individual within the last 10 days and are self-isolating, you must not attend the event. Please contact the venue BOX OFFICE to arrange a transfer, credit or refund.

If a performance is cancelled we will contact you and explain our refund options.

Please refrain from raising your voice or singing during or after the performance to minimise any transmission of the virus. 

Our venue uses air conditioning and air removal systems however there is no direct source of fresh air into the auditorium.

FAQs

Feeling nervous about attending any indoor event at the current time is entirely understandable. If you are unsure about what seats to book please contact our box office. If you are at a performance and feel uncomfortable, please talk to a member of our Front Of House Team.

The Trust and Airedale Academy which operate the Phoenix have taken the decision that the theatre capacity should be limited at the current time. Every other row has been removed from sale to help give some social distancing to our audience and further capacity measures may be introduced if the situation requires it. We follow the same guidance as other regional venues but because the Theatre is part of a school we want to limit the amount of people on site at any particular time in line with our risk assessments and in the interests of the health and safety of everyone who uses the theatre and following the advice of Public Health Wakefield.

If you need to use a particular entrance the information will be included in our pre-show email or a direct email. At the end of a performance, you may need to wait until a member of the Front Of House team directs you to exit. If at any time you are unsure please ask a member of the event team.

We are looking at how to minimise queuing and how people move around the venue to support current social distancing guidance. Timed entry may be used to minimise queues, in which case you will be contacted with your entry time. If you miss your time slot you may need to wait until the next available time to enter.

The theatre has an enhanced cleaning plan in place, all seating and surfaces are suitably sanitised between performances.

We are performing to a reduced capacity audience. Total numbers vary depending on the performance but our current capacity is being limited to 154 audience members.

If you develop symptoms of COVID-19, you should self isolate and get tested with a PCR test as quickly as possible. If you test positive, NHS Test and Trace will ask you where you have been and who you have seen recently. They will then get in touch with anyone you have been in close contact with and advise them what to do next.

If someone in the audience tests positive for COVID-19 following a performance, you may receive a call from NHS Test and Trace, asking you to get tested or to self-isolate. Please follow any guidance they provide to you.

We are operating a flexible ticketing policy at the current time. If you are instructed to self-isolate while a performance is on that you have booked for, please contact our box office to arrange either, a ticket transfer, credit, or refund. We will offer a refund if:


You have been instructed to self-isolate when a performance is on as a close contact or the result of a LFT / PCR test.
You have symptoms of coronavirus (COVID-19) on the day of the performance

In any of these events you must not attend the event. Please contact the venue BOX OFFICE to arrange a transfer, credit or refund.
To qualify for a refund due to COVID-19 you must let us know by email within 24 hours of the performance you have booked for and supply proof via text or email from NHS Test and Trace

If you are unable to attend for any other reason, we are unable to offer a refund or credit. If the performance is part of a run of multiple dates we may be able to transfer to another performance of the same production.

Our bar remains closed, however for upcoming Academy performances a light none-alcoholic refreshment service will be available during the interval of the show. Please note that we do not accept cash at this time and card payments only will be accepted.

Contact Us

Please contact us if you have any further queries or concerns don’t hesitate to contact us. At the moment the Box Office phone line is unmanned so please email - boxoffice@castlefordphoenixtheatre.co.uk for all enquiries.