Frequently Answered Questions

Welcome to our FAQ page, where you can find out answers to questions about booking tickets, or your visit to the theatre. If you can’t find the answer you’re looking for, please email us at hello@newtheatre.co.uk, or call our Box Office on 01977 330 315 during our opening hours.

When is your Box Office open?
The Box Office is normally open Monday to Saturday 12noon – 6pm, including Bank Holidays. Please note that our opening hours change during the Pantomime season and in the quieter summer period. Click here to see current opening hours.

I’ve lost my tickets/I never received them. Can I still come to the performance?
Yes! Please contact the Box Office, we will ask you to confirm your details and will be able to give you a new set of tickets.

Can I cancel my tickets or exchange them?
All our tickets are non-refundable unless a performance is cancelled. We may be able to resell or exchange them, with at least 48 hours notice of the original performance. Please contact the Box Office on 01977330315 for further details.

Can I show my print at home tickets on my phone, or do I have to print them out?
If your print at home tickets are accessible on a mobile device there is no need to print them off. If you’re not able to access them on a mobile device, you will need to print them off.
Can I book a wheelchair space online?
Wheelchair spaces can be booked online, but please call the Box Office on 01977 330 315 for additional spaces if needed.

How long does it take for tickets to be posted to me?
We post our tickets out with Royal Mail, 2nd class. We aim to post tickets out within two working days of the booking so you should receive them within 7 – 8 working days.

Do you offer any discounts?  We offer reduced priced tickets for Under 16’s, Over 60’s and customers with disabilities. We also give discounts to large groups and organisations – please contact the Box Office on 01977 330 315 for more information. We also offer personal assistant tickets, for those who require additional support to attend the theatre, on application.

If you would like to purchase discounted tickets or request accessible seating for a performance, including wheelchair spaces, please call the Box Office on 01977 330 315 or email: hello@newtheatre.co.uk. Please note there are no discounts on the lowest price seats.

Do I have to collect my tickets?
Upon booking you will get an e-ticket which can be printed or

I haven’t received any confirmation email. What should I do?
It may take a few minutes to come through to your inbox. Please double check the email address you provided to sign up to ensure that it is correct. Also please check all your email folders including the junk/spam email folder. If you still have not received anything please contact the Box Office on 01977 330 315 before attempting your purchase again.

My payment isn’t being accepted, help!
Please ensure all the card details are correct including the card security code. If you continue to experience problems please inform our Box Office on 01977 330 315.

I keep getting an error message before I put my payment details in.
If you receive an error before entering the payment page process, this may be caused by pressing ‘back’ on your browser to check your seats or details. If you are still experiencing problems please contact the Box Office on 01977 330 315.

Where is Castleford Civic Centre?

The Centre is located just off Junction 32, M62 approximately half a mile from Castleford railway and bus station.

Where can we park?

There is a large,​ free car park directly opposite the Centre and ample other free parking​ nearby.

What time does the auditorium open?

Our bar and foyer spaces in are open an hour prior to the performance start time, with the auditorium opening 30 minutes prior to the start time.I might be late to the show.

Will I still be allowed into the auditorium if I’m late?

Latecomers may be admitted at the first suitable break however this cannot be guaranteed. The show will start at the time stated on your ticket so please allow plenty of time to get to the venue.

Can I use my mobility scooter inside the building?

Mobility scooters cannot be accommodated inside the building.

Are there plenty of toilets?

We have various toilets located on two levels of the centre, and we also have a accessible toilets.

Is there a lift?

There is a lift in the venue which can be accessed from each level of the theatre. Please note that whilst the lift goes to each level, not all seats in the auditorium are accessible for those with mobility issues. For more information on this, please call the Box Office on 01977 330 315.

Can I take photographs in the auditorium?

Photography and recording equipment is prohibited in the auditorium due to copyright law and to minimise any disturbance to the performers and other audience members.

What do you stock at your bars?

Our bars stock a range of alcoholic beverages and soft drinks. We also serve hot drinks, as well as a selection of sweets and snacks available.

Can I bring my own food into the theatre?

All food consumed on site must be bought on site. We do not allow hot food or popcorn to be brought into the auditorium.

Where can I buy a programme?

Programmes are sold from our Front of House staff who are in the foyer along with snacks and merchandise.

Do you provide booster seats for children’s performances?

Yes, but we have a limited number. For certain children’s performances, we cannot guarantee that we can provide one for all children. They are given out on a first-come, first-served basis and are stored at our cloakroom, on the left hand side of the auditorium. Please feel free to ask our ushers for assistance on the day.

Do you have a dress code?

No, we have no formal dress code.

Can my child visit the theatre for a performance alone if I drop them off and pick them up?

We cannot accept responsibility for unaccompanied minors, so all children under 16 years of age must be accompanied by a responsible adult.

What is Aladdin’s running time?

The running time will be 2 hours 15 minutes including a 15 minute interval.

Can one of the characters give a shout-out?

Yes, during the show there will be shout-out section. Please talk to one of our Front of House staff or email us at hello@newtheatre.co.uk with your message.

Is the seating plan an accurate plan of the venue?

No, the seating plan is not an accurate representations of the auditorium. They are for illustrative purposes only and are not to scale.

Can I bring my assistance dog?

Assistance dogs are welcome in all areas of the theatre. Please advise the Box Office, when booking your ticket, that you intend to bring your dog so they are able to find the best seats to ensure both you and your dog are comfortable.

Do you have Junior Ensemble auditions?

We will be auditioning for our Junior Ensemble later in the year. Please register your interest by clicking here.

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