Box Office FAQs

Tickets may be booked online at www.loughboroughtownhall.co.uk  over the phone 01509 231914 or in person at our Box Office. The Box Office is open Monday-Friday 10am-4pm and Saturday 10am – 3pm, or one hour prior to show start time.

When you first make a purchase through our ticketing system you will be asked to set up a customer account. This is a simple process and once you have created your account, our system will hold your password protected information, which you can access at any time. Simply use the Account Log-in button feature on the home page of our website. Once you have created your account, there will be no need to re-input your information when making future purchases.

If you require any assistance with your booking or general information, our Box Office staff are happy to give you advice or talk you through your booking. Call 01509 231914 or Email: [email protected]

For selected shows a £1.75 per ticket booking fee is included in any advertised prices. This charge covers most of the associated booking costs incurred by LTH to enable the venue to continue to offer a quality and affordable programme and service.  LTH reserves the right to retain any booking fees should a refund or credit voucher be authorised for a postponed or cancelled show.

Upon purchasing your tickets, customers can choose one of the following ways to receive their ticket:

E-Ticket (via email) – Free of charge, postal delivery – £1.75, Box Office Collection (if booked online or on the phone) – £1.75. The above delivery charges do not apply to any customers who purchase in-person at the Box Office or as part of a large group booking.

E-ticket are sent as a PDF document with a QR code, which contains the same information as a paper ticket. When you book for an event, we will send a confirmation email and a separate email entitled ‘Your tickets from Loughborough Town Hall are ready” with your e-tickets attached as a PDF. This will be sent from our [email protected] email address.

E-tickets generally arrive within minutes of your purchase (unless stated otherwise). We advise checking your junk/spam folder if you don’t receive them within 48 hours, please contact our Box Office.

When you arrive at LTH, open the PDF on your smartphone and one of our Ushers will scan your e-ticket. Please ensure that the screen brightness is high to help the scanners pick up the QR code easily. If you like, you can print a paper copy at home and bring this with you.

I don’t have a smartphone or an email address, can I still book tickets with you?

Yes you can. Please call our Box Office on 01509 231914 or visit us in-person to make your booking and we will advise you of the options available.

You can request our Box Office team to send replacement e-tickets. Please email [email protected] to request this.  Please include your order reference number (Example: 11-AA-ABCD) and full name. If you do not have your order number to hand, please confirm your full name, post code, email address and the title of the performance.  You can also call our Box Office team on 01509 231914.

If you have purchased tickets through a 3rd party ticketing agency (eg: Ticketmaster/SEE Tickets), you will be required to contact them directly as we do not have access to their ticketing systems or records.

Please see our seating plans for our Main Hall Auditorium and Victoria Room below.

Main Hall

Victoria Room

LTH will keep a waiting list once a show sells out. Should we receive any returned tickets or any additions tickets are made available, our Box Office will try to contact any names on the waiting list and will sell on a ‘first come-first served’ basis. Being on the waiting list does not guarantee customers tickets to a show.

This is to maximise our seat allocation and ensure as many people can enjoy the performance as possible. Leaving single seats across the auditorium can lead to inefficient use of available space.

Please call our Box Office on 01509 231914 to book any groups above 10+ people. Each individual show page will if discounts are available for groups.  Should you require an invoice for your booking, please contact our Box Office who will be to arrange this for you.

For any School/Education Establishment group bookings for the annual pantomime, please email our School Liaison Officer via [email protected]

Some of our shows offer Concessionary ticket prices. This will vary by each show and can include the following:

Children: 16 years and under, unless stated otherwise

Students: Valid NUS card identification must be shown

Senior citizens: 65 years or over

Charnwood Borough Council employees: valid CBC staff ID.

All registered disabled and wheelchair users

Unemployed: Valid DWP identification must be shown

Love Loughborough card holders or LoyalFree app users

Babies: We welcome families at LTH, though some events are not considered suitable for young children and babies. For shows advertised as part of our Family or Pantomime genres, children under the age of 2 are welcome to attend for free as part of our Babes In Arms policy, but must have a ticket booked via the Box Office on 01509 231914. However, for some shows this may differ so it is always best to check with our Box Office staff in case.

Groups: For selected shows, ‘buy 10 tickets and receive the 11th free’ applies. Please check with the Box Office for availability and specific offers.

If you require assistance in order to visit one of Loughborough Town Hall’s many shows and events, our Essential Companion Scheme provides a complimentary ticket for a helper/carer at no additional cost.

For full details, qualifying criteria and application forms please see the below or contact our Box Offfice:

Essential Companion Scheme Individual

Essential Companion Scheme Organisation

LTH is able to reserve ticket for up to 3 days via telephone or in person. Should these not be purchased in this time, they will be released back on to general sale.

Making a ticket reservation does not guarantee admittance, and your ticket purchase price will be based on the date of transaction rather than your date of reservation.

Should you require an invoice for your booking, please contact our Box Office who will be to arrange this for you.

We recommend that you check all of the ticket information thoroughly prior to making a purchase. All purchases are final, non-refundable, with no exchanges or returns. This policy also applies to tickets purchased from LTH for shows/events/workshops at other venues.

Tickets are sold subject to the right of the Promoter and/or the Management to make any necessary changes in the performance or event owing to unforeseen or unavoidable circumstances.

We offer ticket protection via Secure My Booking

Your tickets are currently non-refundable protect your order from the unexpected for just £1.75

Our ticket refund protection allows you to recover 100% of the paid ticket price (including all order fees)
With refund protection, you can apply for a refund in the event of:

• Accident, injury, or illness including COVID-19
• Severe weather preventing travel to the venue
• Travel delays due to breakdown or public transport breakdowns & strikes
• Plus much more!

Ticket Refund Protection – UK – Secure My Booking

For a worry-free purchase, protect your tickets today – you cannot add to your order after you have paid.

Should LTH be able to authorise a ticket exchange for a sold out show or any changes to your existing booking, a £1.75 per ticket Exchange Fee will be deducted to cover the necessary administrative costs.  Should you lose your physical tickets before the performance, there will be a £1.75 per ticket fee for re-printing. There is no charge for re-sending E-tickets.

Only tickets purchased via the LTH Box Office or approved 3^rd party agents are valid for admission. LTH will cancel any ticket re-sold or offered for re-sale by the buyer for commercial/personal gain and the ticket holder will be refused entry.  LTH reserves the right to blacklist any buyer should they be found to be re-selling for commercial/personal gain.

LTH acts as a ticketing agency for selected shows across the programme, including local dance/performing arts schools and they are responsible for the production pricing and show content.

When attending a show or performance, we want everyone who visits to have a memorable and enjoyable experience. We ask that customers are considerate of others, including not using a mobile phone during a performance for photos or video, keeping talking to a minimum and treating all staff across the venue with respect and kindness.  Where prompted as part of a show, Management reserves the right to allow audience members to stand in seated areas of the auditorium (excluding any stairs or fire exits).  The Management has a zero-tolerance policy regarding aggressive and rude behaviour to our staff and fellow customers. Customers will be warned and if such behaviour persists, will be requested to leave the building and will not be entitled to a refund.

In the unlikely event that a show is postponed or cancelled outside of the venue or promoters/producers control, customers will be contacted by the Box Office by phone and email as quickly as reasonably possible.  In these circumstances, customers will be offered the following 3 options:

Transfer to the new show date

A credit voucher for the full value of the tickets purchased

A refund (minus any booking fees)

LTH reserves the right to retain any booking fees should a refund or credit voucher be authorised for a postponed or cancelled show.  If you have purchased tickets through a 3rd party ticketing agency (eg: Ticketmaster/SEE Tickets), you will be required to contact them directly to discuss options as we do not have access to their ticketing systems or records.

Where a suitable age is stipulated, the show may contain themes and language not suitable for persons aged below the recommendation. Children attend at parental discretion, unless a strict age recommendation is enforced.   Anyone under the age of 16 must be accompanied by a full paying adult in line with venue policy.

Our ticket refund protection allows you to recover 100% of the paid ticket price (including all order fees)
With refund protection, you can apply for a refund in the event of:

• Accident, injury, or illness including COVID-19
• Severe weather preventing travel to the venue
• Travel delays due to breakdown or public transport breakdowns & strikes
• Plus much more!

Ticket Refund Protection – UK – Secure My Booking

For a worry-free purchase, protect your tickets today for £1.75 – you cannot add to your order after you have paid.

If you are taking photographs/filming on Loughborough Town Hall premises, please note that our staff may approach you and reserve the right to ask you to stop and delete files if it transpires you are filming or taking photographs for commercial or editorial purposes without written permission.