Frequently Asked Questions

Discover the answers to some of the most common questions we are asked

ALL ABOUT TICKETS

The quickest way to buy tickets is through our website blackburnempire.com  

You can also call our friendly box office team on 01254 685500. Phone lines are currently open 10am to 12noon Monday to Friday.

When a show has availability, you can also purchase tickets before the show at the box office in our foyer, but we always recommend buying in advance.

In order to offer you the best choice of seating for your needs, you should ring the box office on 01254 685500 or alternatively email boxoffice@blackburnempire.com

Phone lines are currently open 10am to 12noon Monday to Friday.

We cannot guarantee that seats booked online with be suitable for your needs.

Please remember our balcony does not have lift access.

Please note that if you haven’t informed the box office that a member of your party requires a wheelchair space in advance then we may not be able to accommodate you.

Essential Companion Tickets:
For selected performances there are a limited allocation of free tickets available for essential companions accompanying wheelchair users, the registered blind or patrons receiving Department of working Pensions, Enhanced Personal Independence Payments (PIPs). These are allocated on a first come first served basis and proof of eligibility will be required.

Please do not be offended if we ask for documentary evidence to show eligibility i.e. DWP Enhanced Personal Independence Payments (PIPS) or similar.

The able-bodied Essential Companion will be required to assist should an emergency evacuation arise, therefore must be an Adult over the age of 16.

Many of our shows sell out and in these circumstances, we will enable a waiting list that can be accessed from the show listing on the website.

If tickets do become available, we contact everyone on the waiting list by email and sell these on a first come / first served basis.

Many of our shows sell out and in these circumstances, we will enable a waiting list that can be accessed from the show listing on the website.

If tickets do become available, we contact everyone on the waiting list by email and sell these on a first come / first served basis.

It’s been a difficult time for us all and we would like to thank our audiences for their patience.

Inevitably, many shows were not allowed to take place on their original dates due to the enforced closure of the theatre. In most cases, we have been able to reschedule the shows to new dates and original tickets are valid for the new date.

You can find details of show changes here 

We make use email as our main method of communication for show updates, so please be sure to check your junk / spam folders and add our domain blackburnempire.com to your safe senders rules.

It is your responsibility to ascertain whether an event has been cancelled or re-scheduled and the date and time of any re-scheduled event. Where an event is cancelled or re-scheduled, we will use our reasonable endeavours to notify you using the details you provided us with at the time of ordering. We do not guarantee that you will be informed of such cancellation / reschedule before the date of the event. If you can’t make the new date you have until the date of the original event to claim a refund.

It is your responsibility to inform us of any change to the contact address, telephone number or email address you provide us with at the time of ordering. It is important that you ensure your email address is provided at booking and is accurate as this is our main method of communication with customers.

Tickets are not required for children and babies aged 2 and under, as long as they sit on someone’s knee.

If you would prefer them to have their own seat, then you should purchase a ticket.

When child / concession tickets are offered on a show, then for children this applies for ages 3 to 15 inclusive. 

When offered on a show:

Child tickets are for children aged 3 to 15 inclusive.
Concession tickets are for children aged 3 to 15 inclusive and also for adults aged 60 and over.
Adult tickets for customer aged 16 to 59 inclusive.

Some shows do not offer concessions or child tickets.

 

Some shows offer Family Tickets.

A family is defined as:

Two Adults (aged 16+) and Two Children aged 3 to 15 inclusive

OR

One Adult (aged 16+) and Three Children aged 3 to 15 inclusive

Many shows, including our annual pantomime, offer discounts for groups (usually over 10 people).

If the discounts are available online, this will be clearly stated in the show description and will be applied automatically.

For all other shows, including Panto, please email boxoffice@blackburnempire.com and one of our team will get in touch.

We do not add any extras onto ticket prices, whether you buy online, in person or over the phone.

For some shows, a booking fee is included in the advertised ticket price, to cover the cost of administration and our ticketing system.

You will not get any extra charges at checkout.

If the show you have booked for takes place as originally advertised (at the time you purchased the tickets), then tickets are strictly non-refundable.

In some circumstances, we will consider moving your tickets to a different performance of the same show or a different show but this is at our discretion.

People are encouraged to take up the Booking Protect option when booking their tickets.

You are not entitled to resell any tickets for more than the face value of the ticket. People presenting resold tickets may be refused entry.

For socially distanced shows, you cannot resell the tickets. If you purchase resale tickets from any party for a socially distanced event, you will be refused entry.

In common with most theatres, our box office system will not allow you to leave a single seat at the end of a row or leave an empty seat between other reserved seats.

We are a relatively small theatre and a charity.

Allowing customers to leave empty seats can lead to the theatre being at half capacity and makes shows unviable. 

Often when a show is close to selling out, we will remove this restriction.

For some of our shows, the promoter or theatre may choose to offer tickets on sale early. This is usually offered to people on mailing lists or Friends of the Empire.

You will usually need a code to access ticket sales early.

Online, we accept all major credit and debit cards and Blackburn Empire Gift Vouchers.

Our box office, theatre bars and ice-cream vendors accept all major credit and debit cards, as well as cash. The box office can also accept Blackburn Empire Gift Vouchers. Gift Vouchers can only be used to purchase tickets.

We prefer contactless payment by debit and credit card where possible.

Currently, the theatre is trialling a new system, where one of our team will ask for the name on your ticket order. This speeds up entry to the theatre and reduces congestion in our entrance area.

Please ensure you have a copy of your tickets either printed or downloaded on your phone in case we do need to see them.

Our online ticket sales are available until the scheduled start time of a show and this is the quickest and easiest way to purchase your tickets.

If an event is not sold out, then tickets can be purchased from the box office in the entrance foyer directly before a show. 

VISITING THE THEATRE

Blackburn Empire Theatre strive to be as accessible as possible considering the limitations presented by our 109 year old building.

Accessibility:

Please be sure to discuss any accessibility requirements you may have at the time of booking your tickets so that we can do our best to meet your needs.

The stalls area is accessed at street level and the seats are raked. Row F is the best for patrons who need to avoid steps.

The balcony area is accessed by a staircase comprising of 17 steps.

Lift:

Unfortunately, due to the restrictions of the building, we do not have a passenger lift to the Balcony level so please be sure to book seats in the stalls area if stairs present you with an issue.

Dogs: 

Guide Dogs are welcome and water can be provided on request. Please be sure to mention at the time of booking your seats.

Dementia:
We endeavour to support people suffering from dementia, so please let us know in advance and we will do our best, whenever possible, to ensure you are greeted and taken to a quieter part of the theatre before a performance.

 

Our doors open 1 hour before the start of a show. Please arrive in good time for the start of your show, as latecomers may need to wait until a suitable break before being admitted.

Our gift vouchers can be used online on the final Checkout Page online. (Click on “Have a voucher”)

Enter the voucher codes or you can give the voucher codes to our box office over the phone.

Voucher codes are valid for 12 months.

We have a bar in both the stalls foyer and balcony foyer which both sell a range of draft beers and drinks. We also stock a range of snacks and sweets.

The bar is usually open before the show and during the interval. At some shows, the bar may remain open throughout the evening.

You can pre-order drinks for an interval before the show.

Ice-cream is usually available during the interval.

We have a challenge 25 policy, if you are lucky enough to look under 25 then you will be asked for ID at our bars.  If you cannot provide it then you will not be served alcohol.

Online, we accept all major credit and debit cards.

Our box office, theatre bars and ice-cream vendors accept all major credit and debit cards, as well as cash.

We prefer contactless payment by debit and credit card where possible.

We are sorry, but we do not have a cash machine at the theatre.

There is one a short walk away on Bolton Road.

Parking is available opposite the theatre on Aqueduct Road. This car park is usually free, except during Blackburn Rovers home game times.

The theatre car park is available for performers and staff only.

Currently, the theatre is trialling a new system, where one of our team will ask for the name on your ticket order. This speeds up entry to the theatre and reduces congestion in our entrance area.

Please ensure you have a copy of your tickets either printed or downloaded on your phone in case we do need to see them.

The theatre does not offer a smoking area and smoking is strictly forbidden in the theatre. This is includes the use of e-cigarettes or vapes.

Customers wishing to leave the theatre to smoke, should ensure they stand well clear of the entrance and dispose of any waste responsibly.

They should also let a member of staff know that they are leaving the theatre. Tickets may be required to re-enter the theatre. Customers may have to wait for a suitable gap in a performance, if they leave the theatre during a performance.

You can email us with any such requests at least 48 hours in advance. We pass all such requests to the artists, but it is at the artists’ discretion whether they are able to give you a “Shout Out”.

Requests for a “Shout Out” directly before a show, usually cannot be passed on to a performer.

Most of our shows are open to all ages.

Where there is an age restriction, this will be clearly stated on the show description online.

Where an age restriction states “Strictly” (e.g. Strictly 18+) then only customers aged as stated may attend the performance.

Where an age restriction states “Guidance” (e.g. Age Guidance 14+) then this is to offer customers guidance to the sort of content the show may contain but are open to the discretion of adults in the group.

If you are unsure of a show may be suitable, please get in touch with us before the show.

Please read show descriptions carefully.

Yes! Drinks & snacks purchased at the theatre are supplied in safe containers that can be taken into the theatre auditorium.

Please help our volunteers by putting any rubbish in the receptacles provided.

If you do spill a drink or snack, please let a member of our team know, so we can clean this as soon as possible.

We ask that customers do not bring their own drinks and snacks.

Sorry, we do not offer cloakroom facilities.

Please try to limit the size of bags and number of other belongings you bring to the theatre for the comfort of everyone.

If you think you have left some property at the theatre during one of your visits, these are returned to our booking office.

Please send an enquiry by email to boxoffice@blackburnempire.com

Please remember, that the office is only open Monday to Friday, so you may have to wait for a response.

We pride ourselves on our levels of customer service which is provided mainly by local volunteers.

If you have a problem during a show, please ask to see the duty manager and we will do everything we can to resolve this for you.

If you are unable to resolve your problem on the evening, please contact us by email on boxoffice@blackburnempire.com

Our online ticket sales are available until the scheduled start time of a show and this is the quickest and easiest way to purchase your tickets.

If an event is not sold out, then tickets can be purchased from the box office in the entrance foyer directly before a show. 

Photography and the recording of videos is not usually allowed at any performance without prior permission. This should be done by email to boxoffice@blackburnempire.com at least 3 working days before the date of the show.

The safety of our audiences, staff, volunteers and performance is our highest priority.

For our latest updates about how we are keeping you safe and what we expect from you are available here 

As we return to the theatre after a long period of uncertainty, we ask that you are considerate of other audience members who may be more cautious about returning to busy locations.

PROMOTION CODES, GIFT VOUCHERS & GROUP DISCOUNTS

Some shows offer Family Tickets.

A family is defined as:

Two Adults (aged 16+) and Two Children aged 3 to 15 inclusive

OR

One Adult (aged 16+) and Three Children aged 3 to 15 inclusive

Many shows, including our annual pantomime, offer discounts for groups (usually over 10 people).

If the discounts are available online, this will be clearly stated in the show description and will be applied automatically.

For all other shows, including Panto, please email boxoffice@blackburnempire.com and one of our team will get in touch.

Yes! It’s a great way to support the theatre too. Click on the Gift Voucher button.

You can choose to buy it for yourself or to gift it. The gift vouchers are delivered by email.

Our gift vouchers can be used online on the final Checkout Page online. (Click on “Have a voucher”)

Enter the voucher codes or you can give the voucher codes to our box office over the phone.

Voucher codes are valid for 12 months.

Sometimes promoters of shows offer special offers using discount codes.

These may be advertised in a range of places. When using a promotion code, please enter it in the “Promotion Code” box online. Promotion codes cannot be used retrospectively to orders already placed without the code.

For some of our shows, the promoter or theatre may choose to offer tickets on sale early. This is usually offered to people on mailing lists or Friends of the Empire.

You will usually need a code to access ticket sales early.

NOT GOT THE ANSWER YOU NEED?

For any other questions, you can email the theatre on boxoffice@blackburnempire.com (Please remember that the email is only monitored Monday to Friday)

You can also contact us on social media.

Search for Blackburn Empire Theatre on Facebook, Instagram or Twitter.