Coronavirus (COVID-19): Important information

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PANTO 2020 to 2021 FAQ's

With continued uncertainty around the timescales for the full re-opening of theatres for live performances, Rushmoor Borough Council has taken the difficult decision to postpone the Princes Hall's Christmas pantomime, 'Dick Whittington', until 2021.

If you have already purchased or reserved tickets for our pantomime Dick Whittington, we will be contacting you directly by email or telephone to confirm the rescheduling details. You will then have a number of options...

  • Exchange your purchased or reserved tickets to the rescheduled performance date in 2021

  • Swap your purchased or reserved tickets to a different performance date in 2021

  • Request a credit for your purchased tickets

  • Request a refund for your purchased tickets

Where possible, we would be grateful if you didn't contact our Box Office to ask about rescheduling or ticket refunds, as this will mean it will take us longer to deal with enquires.

We know our customers enjoying coming on certain days or dates over the Christmas period. We've spent a long time looking carefully at the performance schedules, to try and make sure that we will be transferring ticket holders to the most appropriate and equivalent date in 2021 based on what they had originally booked for in 2020.

You can see the 2020 and 2021 performances side by side in the 'Transfer Schedule' in the download section of this page

However, if the new 2021 performance date isn't suitable, then one of your options is to exchange your tickets to another performance date or time.

We'll be contacting customers in the same order that they were able to book the pantomime. Friends of the Princes Hall were among the first allowed to book the show, followed by 2019 pantomime bookers, and then the public.

If you have an online account on the Princes Hall website, you can log onto check and update all your details e.g. name, address, email address, telephone number, etc.

If you don't have an online account then send us an emailwith your name, address and any changes you would like to make to your contact details, and we can update your account.

If you have said in the past that you don't want us to contact you with information about forthcoming shows and events (i.e. marketing emails and letters), then don't worry, we will still let you know about any rescheduled or cancelled events if you have tickets.

If you have purchased tickets for our pantomime Dick Whittington, we will contact you by email or telephone to confirm the rescheduling details, and to arrange an exchange, credit or refund for your tickets. 

We will endeavour to contact tickets holders by email in the first instance (so please check your inbox, spam folders, etc). For those ticket holders without email addresses (or those we receive 'bounce backs' to our emails), we will try to contact by telephone and finally by letter.

Tickets holders will be offered an exchange, credit or refund for their tickets.

The tickets you currently hold will still be valid for the new performance date, and if this new date is convenient, you don't need to do anything (except make note of the rescheduled date). However, if the new date is unsuitable then you will be entitled to an exchange to a different performance (based on current availability), a full refund or a credit for a future purchase at the Princes Hall. But please let us know by the date specified.

If you receive the 'Rescheduled Show Information' email, you can make your choice online, with just a few clicks. For those ticket holders without email addresses (or those we receive 'bounce backs' to our emails), we will try to contact by telephone and finally by letter to confirm your options and what you would like to do.

If you have reserved tickets for our pantomime Dick Whittington, we will contact you by email or telephone to confirm the rescheduling details, and to arrange an exchange or alteration to your order.

We will endeavour to contact tickets holders by email in the first instance (so please check your inbox, spam folders, etc). For those ticket holders without email addresses (or those we receive 'bounce backs' to our emails), we will try to contact by telephone and finally by letter.

The reservation you currently hold will still be valid for the new performance date, and if this new date is convenient, you don't need to do anything (except make note of the rescheduled date) - we will also extend the reservation period automatically for you. However, if the new date is unsuitable then we can either release the reservation or amend it to a different performance based on availability.

Yes, tickets for all performances are now on sale, you can book online on our website.

The new 2021 performances were kept off sale, whilst we contacted all existing customers and either exchanged their tickets to the equivalent performances, swapped to a new date or time, or confirmed credits and refunds. 

 

We have now attempted to contact all ticket holders.

If your account had an email address, we would have sent a rescheduling information email in September 2020. If you haven't received this email, please check your inbox, spam folders, and older email accounts, etc.

If your account didn't have an email address attached to it (or for those we receive 'bounce backs' to our emails), we tried to make contact by telephone.

If we were unable to send an email, and talk to you / leave a message on your telephone number, we would have sent a letter, to the address on your account..

All ticket holders were given four options...

  • Exchange your purchased or reserved tickets to the rescheduled performance date in 2021

  • Swap your purchased or reserved tickets to a different performance date in 2021

  • Request a credit for your purchased tickets

  • Request a refund for your purchased tickets

If you haven't been contacted by email, telephone or letter, then please make contact with the Box Office on 01252 329155 or email us with details of your booking.