The wellbeing of all our visitors and staff is our number one priority and we continue to monitor the situation regarding Coronavirus (COVID-19) very closely.
What is the status of your venues?
His Majesty’s Theatre, the Music Hall and the Lemon Tree venues are temporarily closed until further notice due to the COVID-19 pandemic.
With the announcements for financial support to arts and culture from Scottish and UK Governments, can you reopen soon?
We very much welcomed the announcement of direct funding for arts and culture by the Scottish and UK Governments and we will be working hard to ensure we receive as much support as we can from these sources. At this time, venues such as ours are not yet permitted to open and there isn’t a specific timeframe or guidance in place for this. We continue to follow Government guidance closely and we will reopen our venues as soon as we are permitted to, and once all measures can be put in place to ensure the safety of audiences, performers and staff. It will not be practical or financially viable for us to reopen with social distancing measures in place.
Will you be reducing ticket prices in line with the VAT reductions announced?
The VAT rate has been temporarily reduced from 20% to 5% from 15 July 2020 to 31 March 2021. In line with others across our industry, we will not be reducing the price of tickets already on sale at this point, but will consider this when setting prices for new events. The arts and live performance sectors have been hit incredibly hard by the pandemic, and any additional income we are able to retain due to the VAT rate change will be used to help ensure the ongoing viability of our business.
When do you anticipate your venues will be open again?
We are still waiting for further guidance from Government on when venues like ours can reopen. All shows up to the end of June 2021 have now been cancelled, rescheduled into 2021 and 2022 or are pending a final decision. Once we get guidance on when it is safe to open, and is financially viable for us to do so, we will make announcements and inform our customers.
How will I know if an event I am due to attend will take place?
All shows in His Majesty’s Theatre, the Music Hall and the Lemon Tree have been cancelled or rescheduled until the end of June 2021. We will be reviewing the programme and updating customers on an ongoing basis thereafter. A comprehensive list of affected shows to date can be found on our website here: aberdeenperformingarts.com/show-updates.
Will the show I’ve booked for be rescheduled?
We will try our best to secure new dates for as many shows as possible, but it won’t be possible to reschedule all performances. The list of affected shows on the website states whether the show has been cancelled or rescheduled: aberdeenperformingarts.com/show-updates
How do I request a refund for a cancelled performance I was due to attend?
All customers who have booked for a show which has been cancelled or rescheduled will be contacted directly by email with an update to the status of the performance.
All ticketholders for cancelled or rescheduled events are entitled to a full refund should they want it. We will ask you, if you can, to please consider donating your ticket money to Aberdeen Performing Arts, or there will be the option to credit your Aberdeen Performing Arts account to use towards tickets for a performance at a later date. We do appreciate that this situation will impact everyone, and we completely understand if you would prefer to receive a full refund. Your support at this time is greatly appreciated.
Do I need to rebook for a rescheduled event?
No, your tickets will automatically be transferred to the new date and we will contact you by email to let you know. If there are multiple dates for a performance, your tickets will be transferred to the corresponding performance e.g. the Wednesday evening of week 2. If you cannot make this new date then you can switch to an alternative performance in the run if there is one. Otherwise, you will be given the same options as for a cancellation - to donate, credit your Aberdeen Performing Arts account or receive a full refund to your original method of payment.
When will I receive my refund?
We will aim to do this as quickly as possible. The majority of our team is currently furloughed, and we are dealing with a large number of enquiries and transactions with very few staff. We appreciate your patience. We commit to process refunds within 30 days of the original date of the show, at the very latest, but we have so far been succeeding in a much quicker timeframe than this.
I have a ticket for another venue other than His Majesty’s Theatre, the Music Hall or the Lemon Tree. Is this affected?
Aberdeen Performing Arts acts as a ticket agency for many other arts and cultural venues in the city and beyond. We suggest you look out for messages directly from the venue you have booked for. If the venue advises us of a cancellation or postponement, then we will communicate this to customers via email in the same way as outlined above for our own venues.
I have paid for travel and accommodation to attend a cancelled show. Will I be reimbursed for these costs?
Unfortunately, Aberdeen Performing Arts will be unable to reimburse third party costs incurred when planning to attend a cancelled or postponed show.
How is Aberdeen Performing Arts ensuring the safety of its employees, artists and visitors?
Our venues are temporarily closed to all but essential staff. Our team is being instructed to follow all the latest advice on how to keep themselves safe during this situation.
How can I keep up-to-date with the impact COVID-19 is having on performances at Aberdeen Performing Arts?
We want to reassure you that we are closely monitoring government advice on the public health situation. As the situation is constantly evolving, we recommend following our social media channels and visiting our website at www.aberdeenperformingarts.com for the latest updates. Ticketholders for upcoming performances will be advised of any cancellations or schedule changes as and when they happen.
Can I still redeem gift vouchers while your venues are closed?
Yes, gift vouchers can still be purchased or redeemed while our venues are temporarily closed. We have extended the expiry dates on gift vouchers to remain valid for 24 months from the date of purchase. While our venues are temporarily closed, you can redeem your gift voucher for future performances through our website at aberdeenperformingarts.com or emailing [email protected]. In the event that a future performance is cancelled, in which you used gift vouchers to purchase tickets for, you can receive a refund in the form of a gift voucher.
Can I still use my Aberdeen Performing Arts account credit while your venues are closed?
Yes, Aberdeen Performing Arts account credit can still be used while our venues are temporarily closed. All Aberdeen Performing Arts account credit is valid for 24 months from the date in which this is credited to your account. While our venues are temporarily closed, you can still redeem account credit for future performances through our website at aberdeenperformingarts.com or by emailing [email protected]. In the event that a future performance is cancelled, in which you used account credit to purchase tickets for, you can donate the value of your tickets, add to account credit (valid for 24 months), or request a refund.
Where can I see my Aberdeen Performing Arts account credit while your venues are closed?
You can view your Aberdeen Performing Arts credit balance when logging into your account through our website at www.aberdeenperformingarts.com, when purchasing a ticket, after adding to your basket you can view the balance when you come to select your payment options. Alternatively please email [email protected] and we can advise.
I have taken out travel insurance for my visit to Aberdeen but my show has been cancelled. Will my travel insurance cover costs incurred?
You will need to contact your insurance policy provider directly to find out what compensation you are entitled to.
How can I support Aberdeen Performing Arts during this time?