Frequently Asked Questions
Questions about rescheduled bookings
How do I find out what performance I've been moved into?
You will receive a new confirmation email in the coming weeks from our ticketing partners LW Theatres which will include information on your new performance date. In the meantime, you can find out what date your tickets have been moved to by using the interactive calendar on this homepage.
Where will I be sitting when my tickets get allocated to a new performance?
Your seat numbers will remain the same as your original booking.
Is my confirmation number the same?
Yes, your confirmation number remains the same for your booking.
If I purchased a VIP hospitality package, Frozen merchandise, a theatre tour or ‘ticket protect’ will that still be included on my new booking?
Yes, any additional purchases you made with your original booking will be included in your new booking and will be included on your new confirmation email.
How can I exchange or refund my tickets?
After you receive your new confirmation email, you will be able to apply for an exchange, a Frozen credit voucher, or a refund. Your confirmation email will provide clear instructions on how to do so.
Please do not get in touch regarding these options until after you receive your confirmation email, as it will not be possible to help with you enquiry until that time.
When will I get my new confirmation email?
Confirmation emails will be sent out in stages. The emails will be sent in order of when bookings were made, starting with those who booked first. Please check your junk and spam folders as well as your primary inbox for this email. Please note, due to a high volume of guests, it may take some weeks to reach out to everyone.
Can I return some of my tickets, or add more tickets to my booking?
That is possible. There will be clear instructions on how to amend your booking on your confirmation email.
Can I get the same seats if I choose to exchange my tickets out of my new performance date?
We will do the best we can to accommodate all exchange requests as fully as possible, however exchanges into a new performance date will be subject to availability.
Do I have to pay to exchange tickets from my new date?
You can exchange your tickets without an exchange fee. Please do so within 28 days of receiving your new confirmation email.
How will I get my tickets?
You will receive your tickets as per your dispatch preference on your original booking. This information will be included on your new confirmation email.
I booked access tickets, what should I do?
If you booked tickets to the captioned, signed or audio described performance, your booking will automatically have been moved to the equivalent performance in the new performance schedule, and your seats will be the same as those you originally booked. You will receive a new confirmation email in the coming weeks from our ticketing partner LW Theatres with more specific information about your booking. If you booked seats for any other performance, your revised booking consists of the very same seats as those you originally booked. For more information on access performances, please visit this access page.
I booked tickets for the relaxed performance, what should I do?
Your booking will automatically be moved into the same seats at the rescheduled relaxed performance, which will take place at 12.30pm on Sunday 25 July 2021.
How long will it take to get my refund?
Refunds will be completed no later than 14 days from when you make your request via the instructions in your new confirmation email.
What is a Frozen credit voucher and how long is it valid for?
A Frozen credit voucher will transfer the entire cost of your booking over to a voucher which you will then be able to redeem when you book your new tickets online. They are valid for 18 months from the date of issue. This means that your new booking must be made within 18 months, but the performance that you book to attend can be after this date. Any previously charged postage, collection or Booking Protect fees incurred when making your original booking will be included with your Credit Voucher. Your Credit voucher will be emailed to you, unfortunately we are unable to send them out by post.
What steps will be taken to ensure the theatre is safe to visit when you open?
We are paying close attention to government guidelines and the safety and wellbeing of all of our guests, cast, crew and theatre staff are our top priority. More information will be available nearer performance times on specific protocols.
I have another question that hasn't been answered here, what should I do?
Our Guest Services agents are working hard to move all existing bookings into rescheduled dates. We kindly ask guests to wait and receive their new confirmation email before contacting us about their booking. For any questions that aren’t regarding rescheduled bookings for Frozen, please email email@example.com. Please note that Guest Services agents are not in a position to assist guests with changes to their existing bookings until after that guest has received their new confirmation email.
I have a question about my Group booking, who can I speak to?
Group bookers who have secured or reserved their bookings will receive a confirmation email in the coming weeks with information on how to exchange or refund tickets. For any other Group related queries please contact firstname.lastname@example.org.
How long is the show?
The show is approximately 2.5 hours including one interval.
Is there a minimum age requirement to see the show?
FROZEN is recommended for a general audience aged 6 and up. Children under the age of 3 will not be admitted into the theatre.
All persons aged 16 or under must be accompanied by an adult and may not sit on their own within the auditorium.
All persons entering the theatre, regardless of age, must have a ticket.
How can I buy tickets for a large group of people?
Does the show use special effects?
Please be advised that smoke, haze and strobe lights are used during the performance.
What are the ticket prices?
Ticket prices vary from £20 to £79.50 (off peak performances) and £20 to £99.50 (peak performances). Premium tickets are also available, offering the best seats in the house with the best view of the stage. All ticket prices are subject to availability.
What is the layout of the auditorium and how can I see where my seat is?
How can I buy my tickets in person?
At the current time, while theatres remain closed across the West End, it is not possible to purchase tickets in person. We hope this does not cause any inconvenience. Tickets will be available to purchase in person again when LW Theatre Box Offices reopen.
Introducing the Close to Frozen App
Close to Frozen app
What is the Close to Frozen app?
The Close to Frozen app gives you the opportunity to enhance your journey to Frozen from the moment you purchase tickets, by sharing exclusive content and news as the show comes to life in London. It also offers helpful information to make your experience as smooth and easy as possible.
Who is it for?
Close to Frozen is for everyone who has a ticket to see Frozen the Musical in Theatre Royal Drury Lane. The ticket buyer can access their Close to Frozen journey first, and then invite their Frozen guests to join them!
How do I get it?
You will be prompted to join as you are booking your tickets, just after you’ve entered your payment details. If you opt in at that point you’ll get a text to invite you to download the app and start your journey!
Or, after you have purchased your tickets to Frozen the Musical, simply look out for your invitation to join the Close to Frozen app in your ticket confirmation email. Once you’ve created your exclusive account, you can invite your friends to join – simple as that!