FAQs
I can’t find the event I’m looking for?
Are you on the right website? For the Grand Pavilion theatre please visit www.grandpavilion.co.uk

I am having problems booking online, what should I do?
Please email box.office@awen-wales.com with the nature of your booking issue. Where possible please include the device and browser that you are using. Alternatively, you can call the Box Office during their opening hours on 01656 815995.

Do you have Wi-Fi?
We have The Cloud, it is a free public Wi-Fi located throughout the venue.

Can I have a refund on my tickets?
We do not offer refunds on tickets except in the case of a cancelled performance. [see full terms and conditions]

Can I exchange my tickets for another performance?
Original tickets can only be exchanged for another event or a credit note up to 48 hours before the performance starts for a fee of £2. Strictly no exchanges or credit notes after the event has occurred.

Can I give my tickets to someone else if I can’t attend?
You can give your tickets to friend or family should you be unable to attend. If your tickets are being held at the Box Office those using them will need to be able to quote your details to be able to collect your tickets.

I’ve lost my tickets, what can I do?
If you have lost your tickets, please contact Box Office. We can reprint your tickets and they will be ready for your collection 30 mins before the performance.

How do I move seats if I’ve already booked?
To move seats please contact the Box Office on 01656 815995. There is a charge of £2 per transaction.

Are there any Transaction Charges/Fees?
Awen is a registered charity (no. 1166908) and transaction charges will be used to help us maintain the best possible customer experience when you buy tickets from us. Tickets bought online do not incur a transaction charge. Tickets bought in person at our box office or over the telephone will incur a fee of £2 per transaction, with the exception of tickets costing £7.50 or less. The transaction charge applies per order not per ticket. Additional fees will apply to postage services.

Can I use National Theatre Tokens?
We accept National Theatre Tokens on certain shows but they have to be redeemed through Box Office.

Where are the best seats?
Our auditorium has no columns or pillars so most of our seats have great viewing.

I need extra leg room, where should I sit?
Our front row has wider space in front of them and seats that are on the end of an aisle provide additional legroom.

Who counts as a Concession?
Concessions are for senior citizens, children under 16, disabled people and their companions. These are available on certain events please enquire when booking and ask about the Hynt card.

Why won’t your website let me leave a single seat?
Our Box Office system is designed not to allow single seats to be left until a set capacity is reached – we would therefore ask that you choose alternative seats. If you require tickets that will leave a single seat for access reasons please contact the Box Office on 01656 815995.

How do I book a wheelchair space online?
Due to the specific access requirements of wheelchair spaces these seats are not available to purchase online. To book a wheelchair space please contact the Box Office on 01656 815995.

What is a Family Ticket?
Where applicable, a Family Ticket can be made up of either two adults and two children or one adult and three children. On most occasions, this works out cheaper than buying individual adult/children tickets.

What age qualifies for a Child ticket?
Children from the age of two require a child ticket for all performances. A child rate is applicable for anyone up to the age of 16. Those over 16 but still in full time education would qualify for a concession ticket where applicable.

What is a Babes in Arms ticket?
Where applicable, a Babes in Arms ticket is a free ticket allowing a child under the age of 2 to sit on a parent’s lap. Please note if you would like your little one to have their own seat a child ticket must be purchased.

Where can I find the seating plan?
Most of our events have allocated seating and the seating plan is available on our website when clicking through for that particular event. Some of our events in the stage door are unallocated and do not have a seating plan. Please visit www.grandpavilion.co.uk for event details.

Do you have baby changing facilities?
Our disabled toilet has baby changing facilities.

Do you have booster seats?
Booster seats are available from the box office and these are allocated on a first come first serve basis.

I am hard of hearing, do you have an assisted hearing system?
The Grand Pavilion Theatre auditorium is fitted with an Infrared hearing loop system. To use the system please set your hearing aid to T setting.

I am a wheelchair user, how do I access your facilities?
Facilities for wheelchair users include a ramped entrance and level access in to the auditorium, box office, café bar and accessible toilet. Please ensure you inform the Box Office of your requirements when making your booking – we will be pleased to assist you.

Why can’t I take photos/record video in the auditorium?
Unless you are invited to take photos/record video we ask that you do not use any form of recording equipment in the auditorium. This is due to production copyright and failure to comply may result in your removal from the auditorium.

Can I take a drink from the bar into the auditorium?
Only food and drink purchased on the premises may be consumed in the building. Drinks purchased from the bar may be transferred into plastic cups / containers for certain shows. Alcohol purchased outside the venue is not permitted inside the venue or auditorium and will be confiscated.

Where should I store my pushchair when I go into the auditorium?
For a place to store your pushchair, please see a member of our front of house staff.

How do I get my show presented at the Grand Pavilion Theatre?
For programming enquiries, please contact our Programming Manager, Nicola Edwards, via nicola.edwards@awen-wales.com

How do I hire space at the Grand Pavilion Theatre?
For all hiring enquiries, please email kelly.oneill@awen-wales.com

I would like to work at the Grand Pavilion Theatre, can I send in my CV?
All vacancies are listed on our www.awen-wales.com Working With Us page. Here you will find information about how to apply.

When is the next seasonal brochure?
Our seasonal brochures are published twice a year but we have a monthly on sale date for new shows – make sure you have joined our emailing list at www.grandpavilion.co.uk to be amongst the first to find out more.

Can I have some Grand Pavilion tickets for my charity event?
All charity requests must be submitted in writing (preferably on headed paper or with a covering letter) to: Serina Williams, The Grand Pavilion, The Esplanade, Porthcawl, CF36 3YW