Frequently Asked Questions

In light of the recent government implementation of a full national lockdown, it has become necessary to postpone the opening of FROZEN which was planned for April. The health and wellbeing of our audiences, cast and crew are paramount, and we want to share the production with you as soon as we are safely able to open at Theatre Royal Drury Lane without social distancing regulations.

When will the new dates for FROZEN at Theatre Royal Drury Lane be announced?

We hope to be able to confirm new dates for FROZEN in a few weeks' time.

How long will performances be delayed?

We are very hopeful that the delay to performances will be relatively short, and that FROZEN can open at the Theatre Royal Drury Lane in late Spring. However it is not yet possible to confirm these details, as we wait to see the impact of the current lockdown and the roll out of the vaccination programme.

What will happen to my booking?

Your booking will automatically be moved into an alternative date in the new performance schedule. Your seat numbers and quantity of tickets will remain the same. You will be contacted on the same email address used to make the booking, with details of your new date once our new schedule has been announced.

What if I cannot attend my new date when I find out what it is?

After new performance dates have been confirmed and you have received information about your new date, you will have the opportunity to request an alternative date, or a credit voucher or refund if you wish.

Will the access performances still be taking place?

Yes. The signed, captioned, audio described and relaxed performances will be included in the new dates.

If I purchased a VIP hospitality package, FROZEN merchandise, a theatre tour or ‘ticket protect’ and then my booking was rescheduled, will that still be included on my new booking?

Yes, any additional purchases you made with your original booking are still included.

I would like a refund for my tickets, what can I do?

It will be possible to request a refund or credit voucher after new performance dates have been confirmed, and you have been contacted with your new confirmation email. We appreciate your patience with this and will do our utmost to work through requests as efficiently as possible when we are able.

Will the performance times change?

The performance schedule will remain consistent with the current schedule, with performances taking place Wednesday to Saturday at 7pm, Thursday and Saturday at 2.30pm and Sunday at 1pm and 5.30pm. Preview performances times will remain the same on the new schedule as current preview performance times.

Why can't I book new tickets for FROZEN now?

It is not currently possible to make a new booking for FROZEN as performances have unfortunately had to be delayed. As soon as new dates are confirmed, tickets will be back on sale. In the meantime, you can book gift vouchers which can be redeemed within 24 months, by clicking here.

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 well-being 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 a question about my Group booking, who can I speak to?

For any other questions about your Group booking, please contact the agent with whom you made your booking. Please note, it will not be possible for group booking agents to provide any additional information about the delay to performance dates at this time.

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.

Is photography allowed in the theatre?

No filming or photography is allowed at any time during the performance.

Does the show use special effects?

Please be advised that smoke, haze and strobe lights are used during the performance.

What is the layout of the auditorium and how can I see where my seat is?

Please click here to see an accurate seating plan of the Theatre Royal Drury Lane auditorium.

What if I have concerns about Covid-19 on the day of my visit?

If you are feeling unwell and suspect that you may have been exposed to Covid-19, we ask you to stay at home for the wellbeing of other guests and theatre staff. You can exchange your ticket(s) into another performance free of charge up to 24 hours before your scheduled performance is due to start.

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.

How can I buy or redeem a gift voucher?

Now you can share the magic with a Frozen ticket gift voucher. To find out more and purchase a voucher, click here. Once you have completed your purchase, your voucher will be emailed to you, ready for you to gift to your lucky recipient.
Once bookings have resumed, Frozen ticket gift vouchers can be redeemed when booking online via FROZENTheMusical.co.uk.

How can I use my FROZEN Credit and/or Gift Voucher?

Once bookings have resumed, you will be able to redeem your Frozen Credit Voucher by booking tickets online via FrozenTheMusical.co.uk. There will be an option to ‘Redeem Gift Vouchers’ under ‘Your Details’ in the booking process.

I have another question that hasn't been answered. Who can I speak to?

For any questions that are not answered here, please email Guest Services on help@frozenthemusical.co.uk. The team will do their best to respond to your query as quickly as possible.

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!