Covid-secure FAQs

Welcome Back!

Reading Arts venues are now fully open, most seated shows are open to full capacity with no social distancing but some shows including our standing concerts and general admission events will have additional Covid measures in place and a COVID Entry Pass may be required on entry.  Please check the event pages for details of specific conditions of entry as well as the Frequently Asked Questions below.

For all shows we strongly encourage the continued use of face masks whilst in our venues and for patrons to follow our theatre guidelines. 

If you have any queries about attending any of our venues, please email the Reading Arts Box Office - boxoffice@reading.gov.uk

We'll be updating these as new information is available so do check back.

 

GENERAL THEATRE GUIDANCE: SEE IT SAFELY

SEE IT SAFELY

How can I get to the theatre? 
Be sure to set aside more than enough time for your journey to the venue; if possible, walk or cycle at least part of the way. Please check your route if travelling by public transport as this may have recently changed.  

How will my ticket work? 
We recommend selecting e-tickets when booking to  allow you to enter the venues easily, minimise the amount of time you may have to queue, and reduce contact with venue staff.  

Will I need to wear a face covering? 
In line with local government guidance, Reading Arts strongly encourages you to continue to wear face coverings for the duration of your visit.  This is for the safety of patrons and staff and out of respect for fellow audience members and our visiting artists.

What should I bring? 
Please keep belongings to a minimum as there are no cloakroom facilities available. Bags may be checked on entry and should be kept with you at all times.

Will I be able to buy interval refreshments? 
Please check the event page for details of pre-ordering and refreshments. Please pre-order wherever possible to avoid queuing and minimise contact with others. Transactions will usually be cashless and paperless, and there may be queuing and one way systems in place.  

What are the social distancing rules? 
Venues are now open at full capacity so you will be sitting next to other people.   We continue to ask you to maintain a safe social distance where possible when queuing to take your seats and moving around the theatre. You may need to pass someone to take your seat in a row – to mitigate risk Reading Arts ask you to continue to wear a face covering at all times when in the venue.   

What else are venues doing? 
Venues will be offering enhanced cleaning and regularly disinfecting. Some routes may have changed in order to minimise contact with others, so the helpful staff at the theatre will guide you.  

Please use the hand sanitiser stations when you enter and exit the theatre.  Stage Door activities such as photographs with the performers or autograph signing may be restricted.  Please check event pages and our FAQ's for regular updates.   

WHAT PRECAUTIONS HAVE WE PUT IN PLACE?

WELCOME BACK. 
We are delighted to be able to welcome all of our patrons, friends and families back to The Hexagon and The Concert Hall, and to South Street. 

Most events, as of 19 July 2021, will not be socially distanced, for our customer and staff safety we will continue to implement certain safety measures in line with the latest Government and local Government guidelines.
We strongly encourage patrons to continue to wear a face mask whilst inside our venues.  

To help keep you safe, our venues are cleaned before every performance and regularly disinfected.
Our helpful staff will guide you through the venue as routes may be changed in order to minimise your contact with others.  
We have various hand sanitiser points at our venues. Please use these as frequently as you can during your visit.   

As the venues are run by the Local Authority all our procedures have been approved by the Health and Safety Team.

We have worked with specialist teams in the Council, specialist contractors, promoters, industry bodies and used the Government Guidelines for live performance to ensure that our venues are Covid Safe. 

The measures we have introduced include ENHANCED CLEANING, E-TICKETS and MULTIPLE HAND SANTISER STATIONS.

The safety of our audience, performers and staff are our top priority and we will adhere to all guidance and safety measures strictly.

A full breakdown of what you can expect at our venues are listed in the FAQ links below. 
If you have any queries or concerns about your visit please email the Reading Box Office HERE.

COVID ENTRY PASS (required for all standing & selected seated events)

Due to the current circumstances it is necessary to implement additional measures for some shows at the venue.
A NHS COVID Entry Pass will be required for all events which have a standing or general admission area or where the promoter or organiser of the event has requested additional conditions of entry.  Please check the event page for details of entry requirements when booking and before travelling to the venue.
Where a COVID pass is required all members of your party over the age of 18 must demonstrate their COVID-19 status to gain entry in ONE of the following ways:  

Full Vaccination
COVID Pass via NHS app or NHS website
Letter via NHS website or call 119
Vaccine card and photo ID

Negative PCR/LF test within 48 hours
COVID Pass via NHS app or NHS website
NHS-Self Report Tool confirmation email and/or text message

Natural Immunity
COVID Pass via NHS app or NHS website
Letter via NHS website or call 119

Attendees under the age of 18 must provide verbal confirmation that they have not tested positive nor are currently suffering from symptoms of COVID-19; from their parent, guardian or the individual themselves if they are aged 16 or 17.
Please note that failure to provide your details may result in you being refused entry.

You can download a pdf guide here 

We will continue to review and update our entry procedures and COVID protocols and will inform ticketholders of any changes to the conditions of entry. Please ensure that your contact details on your account are kept up to date.

READING ARTS EVENTS REQUIRING A COVID PASS
Billy Bragg - 10 Nov
The Darkness - 26 Nov
From The Jam - 14 Jan '22
The Music of Prince - 27 Jan '22
The Stranglers - 22 Feb '22
Frank Turner - 23 Feb '22

List of Hexagon shows requiring a COVID ENTRY PASS

HEXAGON EVENTS REQUIRING A COVID PASS

The following events will require a covid entry pass.

Billy Bragg - 10 Nov
The Darkness - 26 Nov
From The Jam - 14 Jan '22
The Music of Prince - 27 Jan '22
The Stranglers - 22 Feb '22
Frank Turner - 23 Feb '22

HOW WILL MY E-TICKETS WORK?

Collection and postal delivery options may not be available for all events and we recommend selecting e-tickets for ease of use and to avoid queuing and contact at the venue.   

You can check and download your e-tickets by logging on to your Reading Arts Account online.   https://whatsonreading.com/my-account   

If you are attending a show that has previously been rescheduled, please download updated e-tickets to ensure they include the correct date, event details and scannable QR code.

To help prevent resales and to ensure the tickets include the latest event and covid information, your e-tickets will not be emailed to you until 7 days before the event.  There is no need to contact us, e-tickets will be automatically emailed to the account holder and be available to download from your account.  If you have not received your e-tickets within 7 days of the event and they are not available to download from your account please contact the Box Office.   

Tickets can be displayed on your phone or printed at home.  The unique QR code will be scanned on entry.  When sharing tickets with members of your party please ensure you do not duplicate tickets as previously scanned QR codes may be refused entry. 

WHAT HAPPENS IF I FEEL ILL BEFORE OR AFTER MY VISIT?

If you feel ill before your visit.
Please email the Reading Arts Box Office HERE to discuss your ticket options. 

Please do not attend the venue if you...
believe you may be infected with COVID-19;
have experienced symptoms in the last 14 days;
have been in close proximity to anyone who has experienced symptoms in the last 14 days;
have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation; 
or have been instructed to self-isolate. 

Any individual who considers themselves to be clinically extremely vulnerable or who is in the same household or support bubble as someone who considers themselves to be clinically extremely vulnerable is advised not to attend. 

What should I do if I become unwell after my theatre visit?
All venues are working with the government to ‘Track And Trace’. 
If you display COVID-19 symptoms, you will be required to inform your point of purchase. 
Please email the Reading Arts Box Office HERE as soon possible. 

WILL I NEED A FACE COVERING?

From 19 July 2021...
We strongly encourage you continue to use a face mask whilst at our venues and please follow the theatre precautions on the day of the performance. Wearing a face covering helps to protect those around you and reduce the spread of coronavirus. We understand that not everyone is able to wear a face covering but, if you are, we ask you to please continue wearing one when you are moving around the venues and when seated in the auditorium. Our friendly staff will be on hand to answer any queries.

WILL I BE ABLE TO BUY REFRESHMENTS/IS THERE AN INTERVAL?

Will there be an interval?
Most shows will now have an interval, unless otherwise specified. However bar/cafe service will continue to be limited. Pre-ordered refreshments are available for selected shows please check the event page for details.  .  

Will I be able to buy refreshments?
For Hexagon shows, a full range of refreshments are available to pre-order at the time of booking or via the link on the event page, up until 2 hours before the performance.    
Pre-orders will be available from pick up points at the theatre.
The Hexagon will have limited bar/cafe service - please pre-order you refreshments if you can. See the relevant show page for info.  

You may cancel or amend an existing refreshment order up to 4 hours before the start of the performance. Please email hexagonboxoffice@gmail.com if you need to make any changes. 

Please note that alcohol sales are for over 18's only, you may be asked for ID and Reading Arts reserves the right to refuse service. 

At present, there are no pre-ordered refreshments available at our Concert Hall shows.

WHAT WILL HAPPEN IF A PERFORMANCE IS CANCELLED OR POSTPONED?

In the event of a postponed or cancelled event we will email all ticket holders who have purchased their tickets from Reading Arts to inform you of any changes. We will also update our website and social media channels.

For most rescheduled events, all tickets will remain valid for the new date, however we recommend that you download your updated e-tickets from your Reading Arts account wherever possible to avoid any confusion.  For some shows it will be necessary for us to reissue tickets or allocate on arrival - please check event pages for details.  

If you cannot make the new date, or if a show is cancelled, you will the option of a refund or a credit which can be used on any future Reading Arts event. If you choose a refund your tickets will be refunded within 30 days.  

On the advice of our bank, we only refund the card that was originally used to pay – this is to make sure that the refund goes to the right place and avoids any problems. Most of the time, if you've had a replacement card for the same account the refund will go into your account automatically and you won't need to do anything.

If your account is closed or you've had a replacement card and the refund still isn't appearing in your account after 15 days, please contact your card issuer. They'll be holding the funds for you and will be able to arrange a transfer to your new account. Unfortunately, we can't reclaim the money and issue the refund to a new card for you.

To help us please ensure that the email address and contact details we hold for you are up to date by logging into your account here  

We ask you to bear with us as rescheduled events are confirmed and to avoid contacting the box office as they are dealing with an unprecedented number of enquiries.

If you have purchased tickets though a ticket agent (eg Ticketmaster, SEE tickets etc) or any other channel you will need to contact the agent directly to discuss your booking and their terms and conditions and refund policy will apply. 

WHAT IF I NO LONGER WISH TO ATTEND AN EVENT?

For the moment our standard terms and conditions apply for all events and tickets are non-refundable (Unless postponed or cancelled due to Covid-19). We will post any further updates here.
Existing ticket holders will have the option of a refund or credit if an event has been postponed or cancelled due to Covid-19.

We will contact any customers about shows that are impacted by Covid-19, whether the show is postponed or cancelled or if any additional measures are put in place.

TRACK AND TRACE

There is an opportunity to provide a contact telephone number for NHS Track and Trace at the time of booking, this information will be shared with the NHS  if requested.  please email hexagonboxoffice@gmail.com if you need to change the number registered.    

In addition scannable Track and Trace posters are on display at the venue for customers to use.  We recommend that all members of your party scan the posters using the NHS app on arrival.

By purchasing tickets you permit us, if required, to share your contact details with NHS Test and Trace. 

WHAT ARE THE SOCIAL DISTANCING RULES?

Whilst events from the 19th July 2021 will not be socially distanced, please continue to maintain a safe distance from people as much as possible while inside our venues.  Please help reduce any risk by keeping your mask on. 

HOW WILL I KNOW IF THE SITUATION CHANGES?

We will be updating these FAQs, our website and social media channels as necessary. Please continue to check them for updates.  We recommend that you check the FAQ's as well as the event pages for the latest information before travelling to the venue.

Please keep your contact details up to date on your Reading Arts account so that we can contact you in the event of any changes.

We are delighted to welcome you back to the venues and appreciate your continued understanding and support in these difficult circumstances.

WHAT DO WE KNOW ABOUT CORONAVIRUS (COVID-19)?

The Government's latest Information and advice on coronavirus can be found here.