Frequently Asked Questions

Theatre

We are operating in-line with Government Guidance for Performing Arts to ensure that the Palace is safe for everyone who attends, as well as for our staff. Measures in place and things you should be aware of:

  • The maximum number of tickets in one group will be 4 (the only exception to this is for The Gruffalo’s Child, where the maximum will be 6) and must be all from the same household or support bubble.
  • The event will be operating in line with NHS Track & Trace requirements – please scan the QR code we provide upon entry to the venue and if requested please be prepared to show a member of staff that you’ve “checked in” to Alexandra Place.
  • Our team will direct you to your seats via socially distanced queues. Thanks in advance for your help us enabling us to do this.
  • Seats in the theatre are spaced so that all people will be appropriately separated to meet Covid-19 secure requirements. Please do not move any seats during your visit. Some seats and aisles will be closed, please do not use these in any way during the performance. Should you need to pass anyone seated we recommend both parties should stand and turn away from each other and so that the pass can be made back to back.
  • At the interval, customers will be able to visit toilets and collect pre-ordered drinks. We ask that you all maintain social distancing when away from your seat and follow any requests given the theatre team.
  • When the show ends, please remain in your seats until asked to leave the venue by one of the theatre team.
  • All toilets, banisters, door handles and other similar touch points at the venue are subject to an enhanced cleaning regime.
  • Hand sanitiser units will be available across the site and we ask that you use these throughout your visit.
  • The ticket holder acknowledges the venue may have to impose additional measures and/or make changes to the schedule & entertainment provided  at the time of your event
  • Each ticket holder must take individual responsibility for attending the event. Please consider others before and during your visit.
  • We need your support to give all customers, performers and staff a safe environment. If you don’t feel that you can contribute to this, please consider whether you should purchase a ticket as those unable to conform may be asked to leave the venue.

Unfortunately, the layout of the theatre has been designed so we can offer as many seats as possible, whilst maintaining social distancing. As a result, this means we can’t seat individuals from different households with one another.

It is a legal requirement that face coverings are worn at all times apart from when eating or drinking, unless you are medically exempt or under the age of 11. Please bring your own face covering in order to access the venue. You may also be asked to remove your face covering by security or bar staff for either age verification or other security purposes.

Yes, we will have various hand sanitiser units around the venue and we encourage you to bring your own to the venue.

In order to deliver a safe and legal event, your experience when visiting the theatre will be different to pre-Covid-19 events. There will be a number of simple, but really important, processes for you to follow as a customer. While we acknowledge these may be small frustrations we hope that the secure experience we are able to provide will allow you to have an enjoyable evening.

No. We would prefer that you show us your e-ticket onto your phone in order to allow for contactless ticket scanning – let’s save a few trees too!

In the interests of security when not seated at tables we ask that unless for religious, faith or medical issues, we may ask individuals to remove caps or hats in the venue.

In order to help us with social distancing we ask that you do not move seats during your visit. If you attend an event where you know other audience members we ask that you strictly observe social distancing when communicating with one another. If you do not keep distanced we do reserve the right to ask you to leave. 

We will be following a strict non-admission policy for late comers so please allow plenty of time for your journey.

If you are unwell and displaying any Covid-19 symptoms we want you to stay at home and follow NHS advice. As such we will refund your ticket if you or someone in your party develops Covid-19 symptoms and can no longer attend.

You will need to email visitor.services@alexandrapalace.com at least 24 hours in advance of your booking in order to claim a refund.

If Government guidelines mean we cannot go ahead with the event you are attending we will firstly aim to reschedule the event, for which your ticket will remain valid. If we are unable to do this, a refund will be available.

No, this is a cashless service. Bank cards/ApplePay/GooglePay are all accepted.

Yes we have toilets and baby changing facilities available. To help keep the venue covid-19 secure our toilets are cleaned on the hour every hour for approximately 15 mins.

Yes, if there is availability for your desired event then you are welcome to book on the day with all ticket purchases being made online through  www.alexandrapalace.com. There will be no box office or on-the-door sales available.

We will be offering a cashless service of drinks and bar snacks at our Theatre Bar. There will be hot food options available.

If you are attending the event in a group, please can only one member of your group order drinks at the bar to help us facilitate social distancing.

If you pre-ordered your drinks online when you purchased your tickets, they will be waiting for you to collect in a labelled bag on a table at the end of the bar. Again please can only one member of your group collect pre-ordered drinks.

Alcohol must be consumed at your seat.

Sadly not! Please do not bring large back, suitcases or rucksacks to the venue as these will not be permitted into theatre. Please don’t bring bags that are greater than A4 size approx. to the event. Please hang on to your stuff and be aware of where your valuables are throughout the event.

If something doesn’t feel right that’s because it normally isn’t. Please contact a member of our security team with any concerns you may have or if you need any advice or assistance.

 

Yes our East Court car park is open. It is free to use but we suggest a donation of £3 to help with the running costs.

Blue badge parking is free and available in our East Court car park, these are on a first come first-served basis.

Please ask the nearest member of the team for any assistance or first aid required during your visit.

To apply for a personal assistant/carer ticket please email access@alexandrapalace.com.

Accessible information including visual guides are available here

Babes-in-arms (under 12 month) count as part of your grouping of 6. They will not require a ticket but the maximum amount of seats you can purchase together will be 5

Yes, however in line with government rules alcohol must be consumed seated within the theatre.

Yes. Buggies cannot be taken into the auditorium but a buggy park is provided.

PARK

Drones are not permitted without prior approval by Alexandra Park and Palace Charitable Trust. Contact the venue for a copy of our drone policy.

Permission must be granted by Alexandra Palace for any filming in the Park. Please contact the venue for our filming rates.

Overnight camping is not permitted in the Park.

Amateur and professional photographers require a permit to photograph in the park. This small financial contribution goes towards the ongoing maintenance of the parkland and Palace.

The park is open throughout the day. However, the children’s playground and skatepark are locked at dusk.

At times, our outdoor events mean that areas of the Park cannot be accessed. Contact the venue for more information.

ICE RINK

We have significantly reduced the capacity for each session, to ensure there is plenty of space for everyone. There will be five times fewer people on the ice per session than usual. There will be a one way system at the rink to support social distancing. Visitors must wear masks in the facility, but can take them off on the ice. There will be sanitiser available. NHS Track and Trace QR codes are presented upon entrance to the venue which we encourage you to scan and “check-in” to Alexandra Palace Ice Rink using the NHS Track and Trace app. We encourage all visitors to look out for one another and follow the latest government guidelines throughout their visit. Please note that the changes to the Government covid-19 guidelines mean that from Saturday 17 October onwards you can only attend the ice rink with people from the same household or social support bubble.

Yes, this is included in your booking fee. We have sizes from baby 6 to adult 13. Please note however, we are not providing our skating aids (seals, snowmen and penguins) at this current time.

Don’t worry, just come and give it a go. We do also have classes available if you want to learn with the help of one of our professional tutors.

Visitors must wear a face mask, unless medically exempt, during their time in the facility, but can take them off on the ice.

Yes, hand sanitiser will be available throughout the ice rink.

Currently, you can book in a maximum of six per group. You can only attend the ice rink with people from the same household or social support bubble.

Please note that due to Tier 2 Government restrictions, we can only allow spectators for children and vulnerable adults. We are asking all spectators to watch from the Café area. Only one spectator per skater please. If you have any queries contact us via visitor.services@alexandrapalace.com

The changing rooms will be closed to support social distancing. Please come ready to skate.

We suggest arriving a maximum of 15 minutes before the start of your session.

We have increased our cleaning practices and will be cleaning the space at regular intervals throughout each day.

Yes, toilets are open at the rink.

Yes, the ice café is open. Please note that any alcohol must be consumed seated.

Yes. If you want to skate we are asking people to book online. We are not accepting payment on the door for public session or courses at this time.

We do not have a cloakroom or lockers available. We request you come dressed ready to skate, which includes being able to keep any valuables on you as you skate.

Yes, our East Court car park is open. It is free to use but we suggest a donation of £3 to help with the running costs.

Yes! We have skate aids available for children under the age of 10 years old. All skate aids must be purchased online in addition to your skating ticket and are subject to availability.

Children under the age of 8 must be accompanied by an adult when booked onto a public skating session. Beginners, infrequent skaters and children are advise to book a session with one of the coaching team prior to skating.

Areas of the ice may be coned off for other use during public skating sessions.

There is no re-entry once you have been admitted into the ice rink for your skating session.

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