Booking Information

How to Book


Our Box Office will be closed for In-Person and Phone bookings from 4 July whilst Phase One of our summer refurbishment takes place.

For existing ticket enquiries email boxoffice@newtheatrecardiff.co.uk
You can still book tickets online at our What's On Page
We will re-open the Box Office on the 15 July


Box office opening hours

  Mon-Sat Sunday & Bank Holidays
Event Days Mon-Sat 9:30am until the event start time From 90 minutes before the event until the event start time
Non-Event Days Mon-Sat 9:30am until 4:30pm Closed

Our phone lines can get busy - if you have a general query about a show please check the website, email us or message on social media (emails and social media monitored Mon-Fri 9am-5pm).  Details of how to get in touch can be found here

Once booked, tickets are non-refundable. It may be possible to exchange tickets to another performance of the same show (see Refunds and Exchanges paragraph below)

If you have not received a confirmation email for your online booking*, wish to enquire about pricing or availability, or have a query relating to an existing booking, please email boxoffice@newtheatrecardiff.co.uk (monitored during opening hours only). We cannot take bookings or payments via email. *Sometimes emails bounce back from certain domains including Gmail or Hotmail. If you have not received a confirmation email, you should be able to access the confirmation by logging into your online account. Tickets can be added to your Apple Wallet from My Account.


Group bookings

We offer a dedicated service for bookers of 8 seats or more (20 or more for pantomime).

Benefits include:

  • Seats reserved to suit your group's requirements
  • Group discounts on many performances
  • Flexible payment dates that allow you to give final confirmation of numbers close to the performance date
  • Advice on travel arrangements and accommodation if you're visiting from out of town
  • The ability to preorder your interval drinks

Payment Methods

  • Visa
  • Mastercard
  • Maestro
  • New Theatre gift vouchers
  • Theatre Tokens

Sorry, we do not accept American Express. 

We can only reserve tickets for people making a Group Booking (a booking that meets the criteria to qualify for a group discount). All other bookings, tickets must be paid for immediately, we can not reserve seats.

Though we are no longer accepting cash payments, you might need some cash for parking and merchandise for some shows.

Reductions/Concessions 

Details of reductions for specific shows are given on the price panels for each show on our  What's On page. Concessions apply to certain seating areas only.

Please request reductions at the time of purchase as they cannot be retrospectively applied.

The New Theatre reserves the right to alter or withdraw any reductions or special offers without notice.

Children's Reductions

Children's reductions are offered for young people of any age if they are still at school. This does not mean that all shows are suitable for every age group.

Babes In Arms Policy

Infants aged under 18 months should be accommodated on parents’ or guardians’ lap. Unless otherwise stated for a performance, no charge will be made. For children aged 18 months and over, ticket prices and concessions will apply and a seat will be allocated. The New Theatre retains the right to exclude babies in arms from any performance. Special ticket prices may apply for certain shows, including children's performances.

Refunds and Exchanges

The New Theatre values theatregoers' commitment in booking early and recognises that emergencies sometimes prevent attendance.

Tickets may be exchanged for another performance of the same show at the same price (or higher on payment of the difference). Tickets must be received at the Box Office no later than 48 hours before the original performance. There is a charge of £2 per ticket (up to a maximum of £5) for this service.

Alternatively, tickets may be accepted for re-sale on the strict understanding that all the theatre's own tickets will be sold first and that re-sale can never be guaranteed. We cannot re-sell tickets unless the originals are first returned to the Box Office. 20% of the value of any re-sale will be retained for this service.

Apart from these two services, or cancellation of a performance, money will not be refunded once tickets have been purchased.

Standby tickets

For most shows on Monday and Tuesday evenings and midweek matinees, disabled people and people over 60 have the opportunity to buy unsold seats from 10am on the day of performance.

Students, unemployed people and claimants can buy unsold seats from 6pm (12.30pm for matinees).

You can purchase one seat per application (plus one companion for disabled people) at an equivalent price to Upper Circle seating. This is bookable in person from New Theatre Box Office only.

Children may also receive the Standby discount if accompanied by a qualifying adult.

Proof of status may be requested. The New Theatre reserves the right to withdraw the Standby Scheme without notice.

Boxes

Boxes are licensed for a maximum of 6 people but we strongly recommend a limit of 4 for reasonable comfort.

Due to possible sight restrictions, Boxes can only be booked via the box office. Please note that the sideways view of the stage is sometimes restricted.

Full terms & conditions of sale