Box Office
01977 664566

Frequently Asked Questions

FAQ's

I need to find somewhere to stay as I don't live nearby. Can you suggest a hotel or B&B?
Contact the Castleford Tourist information centre for a list of local accommodation options.

Tel: 0845 601 83 53 or visit 9 The Bull Ring, Wakefield WF1 1HB

Is the Castleford Phoenix Theatre far from Castleford Town Centre?
No, The Phoenix is about 7 mins driving time from the centre of Castleford, 5 mins from Junction 32 off the M62 and 5 minutes from the A1 Ferrybridge exit. For maps and traveling information please click here.

Is there parking at the Theatre?
Yes we have a free car park for over 100 cars and an Overspill car park that can accommodate in excess of 150 additional cars but is a 5 minute walk around the Academy site, parking is shared with Airedale Academy and the Airedale Sports Centre. Parking can be limited so consider vehicle sharing where appropriate and arriving early.

I am unable to move easily, how accessible is the theatre?
The Phoenix is 100% accessible to wheelchair users and people with mobility difficulties. Access to seating is via tiered steps with two dedicated wheelchair bays on row A. If you need to be seated near the front or in one of the bays please contact the theatre directly as soon as possible and let us know. We also have reserved disabled parking spaces near the theatre foyer to allow for easier access for patrons requiring wheelchairs.

What are the box office opening times?
Our online box office is open 24/7, The box office for telephone and visits is now open

Mondays - CLOSED
Tuesdays - 4:30pm - 8:30pm
Wednesdays - CLOSED
Thursdays - 4:30pm - 8:30pm
Fridays 4:30pm - 8:30pm
Saturdays 10:00am - 12:30pm

The box office is additionally open as standard one hour before each performance.
The box office is closed during Academy holidays.

If I book online can I choose my seat?
For most events you can choose your seat. Performances that use a different seating layout may offer reserved seating or 'go anywhere' style seating. If you experience problems booking your seats please contact the box office - 01977 664566

If I can't make a performance can i exchange my ticket?
Our tickets are non-refundable, however we may exchange tickets for another performance of the same production run, subject to availability. We charge £2 per ticket to exchange. Please check ticket details are correct before placing your order.

Can I get a refund if I change my mind or can’t make the show?
Tickets are none refundable. The only time refunds are made are if the show is cancelled. Please check terms and conditions for full details.

Are there any additional charges for booking?
All fees are included in the cost of the ticket.

Can I go straight into the auditorium and sit down when I arrive?
The auditorium opens at a specified time each performance depending on when the production is ready to start admitting public. When the auditorium is open a call will be made over the foyer PA. This is either 30 mins or 15 mins before the performance start time. Our bar area is open one hour before the performance where you can wait for the auditorium to open. Tickets will be torn on the way into the auditorium by an usher.

If I arrive late can I go straight to my seat?
We understand that things can happen to delay your arrival. We do our best to accommodate latecomers but you may not be admitted until a suitable point in the performance so as not to cause disruption to the performers and the audience.

How do I find out when a show will finish?
The final length of the show isn’t usually known until shortly before the production opens. The estimated running times appear on the show information page on the website once known or you can call the box office. Most shows have an interval of 20 minutes.

I’d like to bring my children to see a show. Is there an age limit?
Most of our productions are suitable for children unless indicated otherwise, although parents are advised that some may contain mild swearing or violence, or subjects of a sensitive nature, loud sounds and atmospheric effects etc. Children over 2 years are required to have a ticket including children the parent/carer opt as 'Sit On Knee'. Children sitting on knee must not cause a disruption or impair the visibility of people sitting on the rows behind.
Children under 2 years may enter for free but will still require a ' Babe In Arms' ticket subject to availability. Please contact the box office directly as soon as possible for further information. Please consider other patrons when bringing young children. Your child must be controlled at all times while in the venue. If a child causes disruption to a performance then the parent and child may be asked to leave until the child can be re-admitted. If an age limit is considered appropriate, guidelines will be published at the time of purchase.

What age can a child watch a show on their own?
Our productions require children under 14 to be accompanied by at least one adult. If part of a group then the following ratios apply.
Children under 9 - 1 adult per 5 children
Children 9 - 14 - 1 adult per 10 children

Am I allowed to take photos or film the show?
The use of all photographic and recording equipment (including mobile phones) is strictly prohibited because of copyright law and in some cases data and child protection. We also ask that you turn of your mobile, pager or watch alarm before you go in to the auditorium. Some shows do encourage the use of photography and filming for promotion on social media but you will be advised of this at the show.

Can I pre-order drinks for the interval?
Yes you can, just visit the bar and our friendly team of staff will take your order. You can also pre-order some items on the website.

Do you accept or sell theatre vouchers?
Not at this time, but you can purchase vouchers for use as gifts just for our shows.

Who can I ask for help when I visit?
We always have people on hand to help. Our front of house and theatre staff are happy to give you information and advice if needed. They can be identified either with a black shirt and Phoenix logo if technical staff an ID badge with the logo on.

This website has information to help you get the most out of your visit to the Phoenix. Browse the pages to find out more and you can subscribe to our mailing list to receive our brochure. You can also be kept up-to-date with the latest news via e-mail. Click on the ‘Join our mailing list’ button on the home page.

If you have any additional questions please contact us.

boxoffice@castlefordphoenixtheatre.co.uk