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We are all excited about the time when we will be back in the theatre together enjoying the magic of live performance and are in the process of contacting existing ticket holders with new dates for Frozen, which will open in August 2021.

Existing guests do not need to do anything at the moment – you will be contacted in the next few weeks with your revised performance date. You can view our calendar below to see your new date. If the new date is not suitable, once you have received your new confirmation email, you will be able to request an exchange into an alternative performance or to request a credit voucher, or a refund if necessary. For FAQs specific to rescheduled performances, please click here.

To help us make things as efficient as possible for everyone, please do not contact us until we've contacted you.
For new bookings, please click here.

We would like to thank you for your ongoing patience and understanding – we are doing everything we can to cause as little inconvenience to you as possible. We promise the wait will be worth it.

Interactive calendar

Please click on your current performance date to find your new date.

*Please note that mid-week and Saturday matinee performances will now take place at 2pm instead of 2.30pm.

Frequently Asked Questions

How do I find out which performance I've been moved to?

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 above.

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 protection will that still be included with my new booking?

Yes, any additional purchases you made with your original booking are still included and will be highlighted on your new confirmation email.

When will I get my new confirmation email?

Confirmation emails will be sent out in stages to offer the best experience possible. 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 up to up to two months to contact everyone.

I have a question about my Group booking, who can I speak to?

Group bookers who have secured or reserved tickets will receive a confirmation email in the coming weeks with information about how to exchange or refund tickets. For any other Group related queries please contact or call FROZEN Groups on 0800 0862250, Monday to Friday from 9am to 5pm.

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 about how to make your request.

Can I return some of my tickets or add more tickets to my booking?

It will be possible to change the number of tickets in your booking. Additional tickets will be subject to availability. To amend the number of tickets in your booking, please follow the steps to 'exchange' tickets when you receive your confirmation email and enter your request into the 'Additional Comments' section.

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 apply to exchange your tickets without charge. We would appreciate it if you could start this process within 28 days of receiving your new confirmation email.

Is there a date by which I have to exchange my tickets?

You can apply to exchange your tickets without charge. We would appreciate it if you could start this process 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 19 December 2021.

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

It will be possible to request a refund or credit voucher after 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.

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 transfers 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 24 months from the date of issue. This means that your new booking must be made within 24 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 Please note that Guest Services agents are not in a position to assist Guests with changes to their existing bookings at this time.

More FAQs

FROZEN is coming to life behind the scenes