Accessibility

The New Theatre aims to be a welcoming and accessible theatre for any and all visitors to our venue. We will always endeavour to support all our patrons to access and enjoy our events.

If you have any questions please call our box office team on: 0343 310 0041 

If you wish to discuss any access needs you can email foh@newtheatrecardiff.co.uk

Booking and collection

We offer a reduction on most tickets at most performances for disabled visitors. These discounts are listed on our show pages. Additionally, patrons attending in wheelchairs can purchase their choice of tickets at the equivalent price to the advertised Upper Circle rate.

Wheelchair positions can be purchased via the telephone or in-person.

The Box Office is on the ground floor directly opposite the main swing doors on the right-hand side of the building.

Support when phoning

You can use the Next Generation Lite app (Apple / Android) when phoning the Box Office. By connecting your phone to a Relay Assistant, the app allows you to read what the other person is saying and either talk or type your response.

Collection

You can collect tickets from here on the night and in advance. All reservations should be paid within three days of booking by card (MasterCard, Visa or Maestro).

There are two counters, one is 110cm high and one is 75cm high. There is an induction loop system at the lower Box Office counter, which is suitable for customers with a 'T' setting on their hearing aids.

Sales and discounts

Although we offer online sales, wheelchair positions, seats on row V of the Stalls, Boxes and some discounts (including hynt scheme discounts) are not available via this method and you will need to call Box Office for these seats and discounts.

Ticket sales for Relaxed Performances are also only available via the Box Office

We offer discounts for disabled people, people over 60, students and claimants at most New Theatre performances. Prices vary according to shows.

Members of the hynt scheme can bring personal assistants / carers to attend at no cost. 

Due to the conditions of the hynt scheme, tickets cannot be posted out in advance and need to be collected in person before the performance. 

The New Theatre offers British Sign Language interpreted performances for several shows each season. In an interpreted performance, our registered qualified British Sign Language interpreter stands to one side of the stage, interpreting the text into British Sign Language alongside the live performance.

For these performances, a block of reduced price front Stalls seats is reserved for D/deaf people to ensure a good view of the interpreter. Please call our box office to book stating that you will be using this service.

Whenever possible we will provide the details in advance of the BSL interpreter in our brochure and on the website.

Audio-described performances are available for several productions each season, usually matinees. They can be booked by calling 0343 310 0041.

Reduced price tickets are available in the front Stalls for each visually impaired visitor and one companion.

Visually impaired people may be entitled to a free or heavily discounted ticket for their personal assistant/carer. Please speak to Box Office before booking your tickets.

Audio description is a live commentary given by a trained describer, interspersed with the actors' dialogue. You can use your personal device to access MobileConnect, alternatively, we offer mobile devices here at the theatre which you are welcome to borrow.

MobileConnect is an assistive listening tool that allows audio to be streamed in real-time to a smartphone or tablet. You can use it to listen to audio description or an enhanced show soundtrack. Because this App uses WiFi you can access the service anywhere in the auditorium.

You can download the MobileConnect App onto your smartphone from the Apple App Store or Google Play Store for free.

When you are inside the Theatre:

  • Start the MobileConnect App
  • Connect to the 'New Theatre Hearing Loop'
  • Follow the instructions given by the App. 

If you have any questions, our staff will be happy to assist you.

Please attract the attention of a member of our Front of House Staff if you require further assistance or support..

Free cast lists in large print and Braille and pre-production notes are available for a small number of productions on request in advance.

Our staff can also bring interval drinks to the seats of visually impaired people on request. Please speak to a staff member before the show begins.

We offer captioned performances for several productions throughout the year. Captioning converts the spoken word into text that provides people with hearing loss with access to live performance.

In captioned performances, the words appear on a screen usually on the right-hand side of the stage at the same time as they are sung or spoken. Captions also include sound effects and offstage noises.

Reduced price seats at the front of the Stalls are set aside for captioned performances.

Please call our box office to book, stating that you will be using this service..

To enhance enjoyment for people who are hearing impaired, you can use MobileConnect to access an enhanced show soundtrack. You can use your personal device to access MobileConnect, alternatively, we offer mobile devices here at the theatre which you are welcome to borrow.

For people using hearing aids

An induction loop system service is available at the right-hand counter of the Box Office for bookings and customer enquiries. Please note there is not an induction loop in the auditorium (see options above).

We offer relaxed performances of the pantomime for people with autism, learning disabilities and sensory and communication disorders. Please ask at Box Office for details. 

For any assistance during your visit, please ask our friendly staff. As part of our commitment to access for all, all staff receive basic disability awareness training.

Hearing dogs, guide dogs and assistance dogs are welcome in the theatre. We can offer suitable seats on request when you book. Staff can care for support dogs during your visit on request. If you would like to arrange this in advance please phone the Front of House Management office on 029 2087 8790.

Please ask for information on special effects that might affect the comfort of your dog during the performance.

Your visit

The auditorium will be open approximately 30 minutes prior to the start of the show. The bar will be open at this time and there are foyer areas on each level of the theatre where you can wait.

These areas may get crowded at this time. Tickets are required for entry into the theatre and you will need to show them to Front of House staff, who will direct you to your allocated seat. The row and seat number will be printed on the ticket.

If you would like to go to your seat before everyone else does, please ask a member of staff who will arrange this for you. 

Our visual story provides images and an overview of the theatre-going experience for anyone who would like to find out more before they arrive. We can also arrange for visits to the theatre in advance of a performance. Call 02920 8787 90 to arrange this with out House Management team.

The performance

Before the performance begins there will be people walking in and out of the auditorium looking for their seats. There may be some music playing and an announcement may be made to the audience.

Just before the performance begins, the lights will be dimmed in the auditorium. The curtain will be raised and the audience sit quietly, waiting for the action to begin. There may be laughter or clapping during the performance.

There is usually an interval about half way through the performance. The audience claps and the safety curtain will be lowered. The lights come on and people have the option to go into the foyer areas for refreshments or to use the toilet.

The interval will last around 20 minutes and there will be an announcement advising people to take their seats for the second act. The lights are dimmed once more and the curtain will be raised.

At the end of the performance the audience claps, the curtain will be lowered and the lights will go on again. It can take a few minutes for the audience to filter out of the auditorium and there can be large crowds at this point.

Please note that some performances contain strobe lighting, loud bangs (such as gunshots), loud music and flashing lights. Please check with Box Office when you book tickets whether the show contains these elements. There will also be signs on the doors to advise people of this prior to entry.