Want to know more about the Phoenix Theatre? Browse our frequently asked questions to find everything you need to know. Alternatively, head to our Plan Your Visit page to prepare for your theatre trip.


What are the box office opening hours?

The Phoenix Box Office opens 10am-7.30pm Monday to Saturday. Please note that there are no shows on Sunday and so the box office remains closed on that day.

Can I buy tickets in person from the box office?

Yes you can buy tickets in person from the box office. Please be aware we have TWO Box Offices at The Phoenix Theatre. The Advance Sales Box Office is where you can buy tickets for shows and is located on Charing Cross Road. The opening hours are those listed above.

How do I contact the box office?

You can get in touch with the box office in a variety of ways including in person, social channels or via our website. You can read more by visiting our Box Office page.

Can I take food and drink into the theatre?

We are unable to allow food & drink purchased outside of the Theatre to be consumed on the premises.

Does the theatre have seating for access customers and how do I book tickets?

The theatre does provide seating for users with access needs. See our Accessibility information to learn more.

How do I contact lost property?

If you have lost an item during your visit to our theatre, please complete the following form with as much relevant information as possible:

We will be in touch as soon as we have some news

What discounts are available for theatre tickets?

Concessionary tickets are available for selected shows.

Our Local Heroes campaign offers 25% off for specific professions. Read more details here:

When will I receive my tickets for the show?

You'll receive your tickets by email. This is delivered separately to your order confirmation email and is sent to the lead booker.

  • Usually you’ll receive your tickets straight away.
  • Emails can take up to 48 hours to arrive, depending on your email service.
  • For some events, tickets will be issued 48 hours prior to the show. This will be clearly stated in your confirmation email.

Please check your junk/spam mail. If you don't have your eTickets 7 days before the event, please Submit a Request via the ATG Help Centre and a member of our team will be in touch to help.

If I can't make it to the theatre due to a personal situation can I get my money back?

All tickets purchased are non-refundable. You can protect your tickets by opting into the SecureMyBooking ticket refund program. Read more details about Ticket Protection here:

Is there a Cloakroom at the theatre where I can leave my bag during the show?

The Phoenix Theatre Cloakroom does accept suitcases, heavy bags, rucksacks and pushchairs. However please note that coats will not be accepted. A left luggage facility is available at Charing Cross station. Please note that the venue is not responsible for any loss or damage of personal belongings. The cloakroom opens 90 minutes before the show. Please note once any personal items have been stored in the Cloakroom, patrons must remain in the building.

What is the latecomer policy?

This varies show to show, but latecomers can usually be admitted at a suitable gap within the performance.

What's the nearest parking to the theatre?

There are a variety of parking options near the theatre. Visit our Getting Here page for more information.