Booking with Brighton Dome FAQ

Everything you need to know about:

  • Ticket Information, Collection, Delivery, Order & Postal Fees
  • Event Onsales
  • Concessions & Access
  • Booking Refund Protection
  • Our response to ticket touting
  • Website Booking Queries

General Ticket Information & Ticket Collection 

What is the difference between General Admission and Standing?

General Admission applies to some events in our Concert Hall where there is a standing area as well as unreserverd seating in the stalls downstairs. This means you do not have an allocated seat and you will have the option to sit or stand downstairs in our Concert Hall at General Admission shows.

Standing tickets (for Corn Exchange or Studio Theatre) are for events where there is only a standing area and no unreserved seating available.

Will I receive email confirmation?

If you book online you will automatically receive an email confirmation. If you book via the telephone or in person you will receive an email confirmation if you request one.

There is no need to print out your email confirmation in order to collect tickets. You just need to bring the card you booked with

When will I receive my tickets? I haven’t received my tickets yet, what should I do?

All tickets are sent Royal Mail 2nd class and so ten days is recommended as a reasonable wait time. 
If you booked online, please see your confirmation email to see which delivery method you selected or were offered.

If you have ordered using Standard Mail then we should be able to reprint on the door on the night of the show if your tickets have not been received. If you have ordered using Signed for Mail then please contact the Ticket Office for follow up on Royal Mail Track and Trace.

If you booked via another ticket agent (for example See, Ticketmaster, Gigantic, Ticketweb etc.) then please contact your point of purchase.

I selected Venue Collection when booking, when can I get my tickets?

There is no charge for collecting your tickets at the venue. 

You can collect in advance between the hours of 10am-5pm, Mon-Sat from Church Street Ticket office or collect on the evening of the show/event, from the door time, at the venue ticket desk. We will need to see the card the tickets were booked with.

If you booked through an external ticket agent and selected Venue Collection you can collect at the venue ticket desk on the night only.

The card I booked with has been lost/stolen/expired, how will I collect my ticket/s?

Please bring with you the replacement card and any other named piece of ID (Passport/DL/Bank card etc.)

I’ve lost my tickets, can I get reprints?

Please follow up with your point of purchase, if it was with us and is a seated ticket we can reprint for a cost of £1 per ticket.  Tickets cannot be re-printed in advance.

If your tickets were General Admission (Standing) we are unable to reprint them, as we cannot print duplicate tickets for these events due to an over capacity risk. We only post these tickets out Signed for Mail in order to guarantee delivery

Can I return my tickets?

We are unable to refund tickets unless a show is cancelled.
We will try to resell tickets at face value for sold out events for just £1 per ticket - not including order or postage fees. Tickets must have been purchased through Brighton Dome and we must have the physical tickets at the Ticket Office before we can offer this service.

We may be able to exchange tickets for a £1 per ticket fee if there is a run of performances by the same company/artist.

If an event is cancelled we will refund the full tickets value (this is excluding any postage or per order fees).

What happens if I don’t receive an email confirmation?

Contact the ticket office ASAP as we cannot offer refunds on having booked twice 01273 709709 Mon-Sat, 10am-5pm

Order & Postal Fees

What is an order fee and how much is it?

An order fee is applied to all bookings online and over the phone. It is a one off charge regardless of the number of events or tickets you book. The per order fee is currently £2.50

Why is there an order fee and where does this money go?

This helps to cover the costs of our full ticketing service which operates year-round in person, on the phone (6 days a week) and online (via three websites: brightondome.org; brightonfestival.org and brightonticketshop.com). This includes credit and debit charges, printing costs and staffing. You may know us as a performing arts venue. We also programme the annual Brighton Festival each May and manage the Brighton & Hove and East Sussex Music Services delivering music teaching to over 5,000 young people each week. We are an arts charity and rely on the generous support of our community and beyond.

We are funded from a variety of sources including regular funding from the Arts Council and Brighton & Hove Council which amounts to 34% of what we need to operate. As a charity, for us to continue to successfully run the various strands of our work, which include our community engagement work, our artistic programming and the maintenance of our historic venue, we rely on the generous support of individuals, ticket buyers and venue hirers. As an organisation we need to raise 66% of our income to continue to produce the full range of events and access and education opportunities to as wide an audience as possible.

Is an order fee avoidable?

When you buy tickets in person, either in our Ticket Office on Church Street or at the venue’s ticket desk, then you won’t pay an order fee. Brighton Dome & Brighton Festival Members are also exempt from order fees as part of the benefits of membership.

Why are there different postal fees?

The standard postage charge is 60p. We can also send you tickets by Signed for mail which costs £1.75.

For General Admission or Standing events we will only post tickets by Recorded Delivery as we are not able to print duplicate tickets and therefore need to ensure they arrive safely.

International postage is possible, however any General Admission or Standing events will require an additional fee for International Track & Trace mailing - please contact the Ticket office by email at tickets@brightondome.org should you wish to use this service.

Why are some events more expensive than others?

Prices of our own promotions are always priced as low as we can afford them to be with a range of pricing available in the Concert Hall.

It's important to us to ensure access to as wide a community as possible, always in line with other touring venues on tours and often much lower.

We do not however set the ticket prices for all the events that take place in our venues; Brighton Dome has no control over the events of external promoters who hire the venue. We do advise and hope to ensure that prices are in line with other venues on the tour and usually cheaper than London. 

Event on sales

How do I hear about new events going on-sale?

The best way to ensure you hear about new events going on sale is to become a Member. Membership starts from £35 and you will always be the first to hear about new on-sales and for some events there will be a Members priority booking period. You can also select 'on-sales' in the my interests section of your online account or request via tickets@brightondome.org. We cannot guarantee to email you about all new events but will prioritise those who have either attended similar events or booked with us recently.

For popular events - do all the tickets get sold in the Members’ Priority Booking stage?

This rarely happens, but Members’ Priority Booking ensures you get the tickets that you want, as they may sell out quickly on the day or general on-sale.

Why do some promoters have tickets on sale for events at the venue before they are available through Brighton Dome?

We don’t always sell all the tickets for a show and a lot of external hirers offer priority booking to fan club members or ticket agents they have allocations with. We always ensure that we have the highest proportion of tickets for our events available at our Ticket Office.

Concessions and Access Requirements

Who qualifies for a concession?

Concession prices are available on some events. These are offered to students, under 16's, over 60’s, JSA/IS, registered disabled/DLA or ESA/IB. You need to be able to show valid ID

Why is a concession not available on all shows?

We do not set the pricing for all events at Brighton Dome. However all events in the Concert Hall offer up to 12 free access assistant tickets to accompany a disabled person attending

I received a Promo Code how do I redeem this?

To book using a promo code, enter the code when booking online, or quote if booking by phone or at the Ticket Office. Tickets already purchased cannot be refunded and offers cannot be combined.

Can I bring my baby to sit on my lap?

Any child under 2 years of age is welcome to come along as 'babe in arms' and may sit on your lap without you needing to pay extra, unless the show is designed specifically for children. We do though ask that if your child were to become unsettled during the performance that you step outside until they are settled, even though you may not be allowed re-entrance during the performance. 

For children’s shows any child who is able to sit unaided (6 months and above) will require a ticket, even if they are sitting on someone’s knee.

Please be aware that for some gigs the sounds levels may exceed 100db and therefore you may wish to think about hearing protection for the very young.

How accessible is the venue?

Brighton Dome is committed to making your visit easy and enjoyable. Please click here for full access details. If you have a specific access inquiry contact: Visitor Services 01273 261525 / 541 access@brightondome.org

Access Scheme

We've launched an Access Scheme to support the ticketing needs of all our audiences with visible and hidden disabilities. Full details of the benefits and how to join are available here 


Booking Refund Protection

What is Booking Refund Protection?

We are now offering a service (provided by an independent third party) to protect the cost of your booking should you be unable to attend the event in a range of circumstances outside your control, some of these are listed below

• Death, injury, illness happening to you, or a member of your immediate family -including existing medical conditions

• Burglary or fire at your residence in the 48 hours immediately before the booked event

• Adverse weather including snow, frost, fog or storm where the Police and Government have issued travel warnings

• The mechanical breakdown, accident, fire or theft en-route of a private vehicle taking you to the booked event

• You being summoned to appear at court proceedings a as a witness which you were unaware of at the time of booking

• You being relocated for work more than 100 miles from the booked event which you were unaware of at the time of booking

Full terms and conditions for booking refund protection can be found here

In order to protect your booking, you should select the appropriate Delivery Method including Booking Refund Protection and this must be purchased at the time of booking.

The costs of this service is from as little as 75p dependant on the value of the tickets in your booking.

If you do make a successful claim you would be refunded the total booking amount including all charges

This service is provided by an independent third party specialist, Booking Protect and all claims and queries would be made directly through them.

Inclement weather

We are unable to refund tickets unless a show is cancelled. Inclement weather is covered by the booking refund protection service we offer if booked at the point of purchase. This service is provided by third party provider Booking Protect . Full details of terms and conditions can be found here. 


Ticket Agencies and Secondary Ticketing Websites


Which official Ticket Agencies do you use?

Tickets for Brighton Dome events may be sold by authorised primary ticket agencies (such as SEE Tickets, Ticketmaster, Gigantic, Ticketweb, Songkick, AXS and DICE) at the promoter’s request. These websites offer tickets at standard prices but may have different charges which mean tickets are more likely to be more expensive than those booked directly with us at the venue.

Tickets for some rock and pop shows are also available to purchase in person locally from Resident Music in Kensington Gardens, Brighton.

Please check with the Ticket Office if you have any concerns or wish to confirm which agencies/websites are authorised to sell tickets for a particular show.


Why are Tickets available at high prices on Secondary ticket sites? What measures are in place to reduce ticket reselling at inflated prices?

We don’t supply any tickets to secondary ticketing websites, such as Viagogo and StubHub. Any tickets offered by these sites are supplied – and prices set – by individual sellers. There is nothing to cap ticket prices – perceived market value dictates prices – and the fees charged by these websites will also be vastly inflated. There is also no guarantee that you are buying genuine tickets from these sites, and you risk being turned away when arriving at the venue.

Here at Brighton Dome this is an issue of concern to us, and we do take steps to prevent reselling as much as we are able. For popular shows, promoters may cap the number of tickets one customer can purchase, and we will insist that any large bookings are held for venue collection on the door with valid ID as we hope this discourages customers who book intending to resell tickets to others. From time to time a promoter may also request that the lead booker’s name be printed on tickets, and photo ID may be required on the night.

We closely monitor listings on secondary ticketing websites and marketplaces such as Gumtree, and where possible if we are able to identify those who are attempting to resell our tickets for profit then we will flag their account and ensure that any future bookings are held for venue collection only, with valid ID. Recent legislation from the CMA requires secondary ticketing websites to display clear information about seat details, pricing and whether the seller is a trader (with more than 100 listings) but this is an ongoing issue and currently not all websites are compliant. In addition, as some tickets are sold via primary ticket agencies it is not always possible to identify these culprits.

The only secondary ticketing website we endorse is Twickets, which offers a fan-to-fan resale service where tickets can only be sold for face value or less.

For the latest government information on secondary ticketing websites please visit https://www.gov.uk/cma-cases/secondary-ticketing-websites

Website Booking

What does you are in a priority queue mean? Am I guaranteed a ticket?

This means you are being held in a queue for a booking session and should wait without refreshing your screen. Every time a new booking is completed the system will move to the next person waiting, this is your best opportunity to gain a ticket for a popular event. We cannot guarantee you a ticket for very popular events because the priority queue caters for all events currently on-sale and so ticket availability for an individual event may expire.

Why is the website giving a server error message? How can tickets be bought in this instance?

When we have shows that are particularly popular we receive a much higher than normal number of visits to our website and in particular the number of simultaneous requests for our booking pages. Initially, if you are unable to book you will be held in a priority queue. However, if the numbers of possible simultaneous bookers and those in the queue is exceeded you will then receive an error message. We have been working to minimise this possibility and on the rare occasions this does happen then you should refresh your screen and retry to select the event and try again.

My username and/or password doesn’t work?

Your username is most likely your email address and if you first booked with us since April 2014 it will definitely be your email address. If your password is not working you can use the forgotten password facility. If this does not resolve the issue then do please contact the Ticket Office team Monday – Saturday 10am – 5pm or email tickets@brightondome.org and they will be able to reset your password.

We are currently updating our customer database and resolving the number of duplicate records with multiple online usernames which is currently causing some problems updating addresses. From January 2015 all bookers will use their primary email address as their username with all existing passwords still valid. This will avoid future duplicate records and problems with updating details.

Your account will be locked if you have had more than 10 unsuccessful login attempts. If this happens then you will need to contact the Ticket Office to have your account unlocked.

Venue Questions

Will there be a cloakroom?

If it is a standing gig there will be a cloakroom.

For seated shows cloakroom facilities are not always available.

How do I know if the show is seated or standing?

General Admission applies to shows in our Concert Hall and means you do not have an allocated seat, however there are seats available in our Concert Hall at General Admission shows.

Standing tickets will say standing

Why has my General Admission or Standing ticket got A236 on it?

This is an automated number allocated to all General Admission tickets.

Seated Tickets state they are seated and have an allocated seat number on them unless it is stated they are unreserved