Your frequently asked questions
If you still can’t find what you’re looking for, use the regularly asked questions below or feel free to get in touch.
Box Office & Tickets
How can I contact Box Office?
Please contact the box office by email with our contact form.
Our in-person box office and phone lines are closed.
How do I book tickets or enrol?
What are e-tickets?
E-Tickets are digital tickets. You will receive your tickets via email. The email will come from the address email@example.com with the subject line “Your tickets are ready”.
I haven’t received my e-ticket, what do I do?
Why do I have to pay a booking fee?
Legislation implemented in April 2013 means we need to charge the same booking fee regardless of payment method. We charge a booking fee of 9% of the ticket value. All of our advertised ticket prices include the booking fee.
This fee contributes to our ticket retail, distribution and technology costs, which in turn allows us to reinvest in Bristol Beacon, our technology and the services we provide.
Can I get a refund on my tickets?
fWe cannot refund or exchange purchased tickets. We cannot refund or credit any tickets purchased through a ticket agent (for example See Tickets).
You can sometimes return tickets (at our discretion) if purchased directly from our Box Office, as we may be able to sell them on to other customers. Please contact us if you wish to return your tickets.
What happens if you cancel a show?
If we have to cancel a performance, we will offer you a rescheduled date where possible or a refund of the ticket’s face value only.
Can I reserve some tickets and pay for them later?
We can reserve tickets for two working days. We cannot reserve tickets in the last two days before a show or on the first day of sale.
I have not received my tickets. What do I do about it?
The majority of our events use e-tickets. You can view and download your purchased e-tickets at anytime by logging into My Account.
Some events still use physical tickets. In these cases we will post tickets to the address used on your order. If the show is soon, and you haven’t received your physical tickets, please give us a call on 0117 203 4040 or email via our contact form.
If you booked via a ticket agency (for example See Tickets) you will need to contact the booking agent directly as we don’t hold any of your details and cannot help you.
I have lost my tickets, what do I do?
If you purchased e-tickets you can view and download them at anytime by logging into My Account.
If you’ve lost your physical tickets, please contact box office. Lost and forgotten reserved seated tickets can be reprinted at the cost of £1 per ticket. We cannot reprint general admission or standing tickets.
I bought my tickets from an auction site / social media, and they’ve not arrived, what do I do?
We’re sorry, but we’re unable to help you. We don’t advise you purchasing tickets in this way.
Do I have to pay postage for my tickets?
The postage costs on transactions are £1.50 for physical tickets purchased over the telephone and online.
There are no postage costs when you purchase physical tickets over the counter or when you purchase e-tickets.
Plan your visit
How do I get to Bristol Beacon or Beacon Music Centre?
Where can I find access information?
Our Access pages include information about accessible facilities at our venues and venues that we present events in. You can join our Access Register that offers free personal assistant tickets and priority booking.
Where can I order food and drink?
Bristol Beacon has bars on the lower ground floor, level 1 and terrace which are open for events. Bristol Loaf is our café on the lower ground floor serving a delicious range of food and drink everyday.
There are no public food and drink facilities at Beacon Music Centre.
For more information visit our food and drink pages to find out opening times, menus and special events.
Can I bring a bag to Bristol Beacon or Beacon Music Centre?
Our cloakroom is not currently open at Bristol Beacon. We ask you not to bring large luggage items with you to the venue.
At Beacon Music Centre large bags are permitted for carrying instruments or music. There is no cloakroom or locker at Beacon Music Centre.
Do you have a smoking area?
At Bristol Beacon there are designated smoking areas on Colston Street, Trenchard Street and Level 3 bar terrace. We do not permit electronic cigarettes or cigarettes inside the building.
Beacon Music Centre is a no smoking site.
Can I take photos or videos at Bristol Beacon?
You can take photos and record videos in our venue spaces on a personal mobile device or camera unless a ‘No Photography Policy’ is asked for at the request of the visiting artists.
Please do not use tablets, selfie sticks, cameras with detachable or zoom lenses, Go-pros/ Virb cameras, drones or recording devices during a performance.
Will I still be allowed in if I am late?
Latecomers may need to wait for a suitable break in the performance before being admitted.
Will the artist take requests or sign autographs?
Autographs are the artists’ decision. They will usually announce any meet and greet opportunities on their websites or social media.
It is unusual for artists to perform requested songs – usually, they have decided their set in advance.
What do I wear to a classical concert?
Wear whatever you feel comfortable in – there is no dress code.
What’s the difference between a doors time and a start time?
Doors time is when the venue doors open. It is often when the bar also opens. Start time is the start of the live performance. Typically a show will start 30 minutes after the doors time.
Are events socially distanced?
From Monday 19 July 2021, coronavirus restrictions eased, changing how live music can take place. Our programme includes socially distanced and non-socially distanced events. We will clearly state on our event pages if an event is socially distanced.
What covid-19 measures can I expect on arrival?
For events at Bristol Beacon, please arrive 30 mins before the advertised event start time and have your ticket or e-Ticket ready to be checked.
We encourage our customers to follow these measures when visiting Bristol Beacon or Beacon Music Centre:
- Sign in with NHS Test and Trace
- Wear a face covering
- Take regular lateral flow tests
- Be respectful of other people’s personal space
- Not to attend if you’re showing Covid-19 symptoms.
We will not enforce these measures but encourage everyone to follow these steps when visiting us. You can find more information about our covid-19 safety measures here.
Will I need to show proof of a COVID-19 test or vaccination?
No. We will not be asking for any proof of negative Covid-19 tests results or vaccination. However, we strongly encourage you to take regular lateral flow tests and get vaccinated.
What do I do if I have Coronavirus or have to isolate?
Please stay at home if you have symptoms of illness such as a cough, sore throat or fever or have been in contact in the past 14 days with someone who has Coronavirus.
Who should I contact if I show symptoms after attending the venue?
If you start to develop symptoms of Coronavirus, you should self-isolate and get tested as quickly as possible. If you report a positive coronavirus test result NHS Test and Trace will ask you where you have been recently and who you have seen. They will then contact anyone you may have been in close contact with to advise them on what to do next.
Will I need to use NHS Test & Trace?
Audiences are encouraged to sign in with NHS Test and Trace upon arrival. Alternatively, register your attendance without the NHS app using our digital SignIn service that will be available on a tablet. Visit our Enjoy your visit safely pages to find more information about how we are using NHS Test and Trace.
Will I have my temperature taken?
No. We will not be checking the temperature of audience members.
Will I have to wear a mask?
We encourage wearing a face covering when you visit Bristol Beacon or Beacon Music Centre as they help reduce the spread of airborne infection and protect others.
You don’t have to wear a face-covering if there is a good reason why you can’t do so.
- you don’t have to wear a face-covering if you can’t put on, wear or remove it because of a physical or mental illness, impairment or disability.
- you don’t have to wear a face-covering if putting on, wearing or removing it will cause you severe distress.
- you don’t have to wear a face-covering if you are assisting someone who relies on lip-reading to communicate.
Bristol Beacon is not enforcing our recommendation of wearing face coverings.
Will I be able to sit with my friends for socially distanced events?
There are some socially distanced events in our programme. These events offer either unallocated groups of two seats together, or different sized tables for up to 6 people.
We allocate the socially distanced tables and seats on a first-come, first-served basis upon arrival. If you wish to sit near to another group, we advise that you arrive together.
Will I be able to order food and drinks at the venue?
Our bar will be open for live events taking place at Bristol Beacon. You must wear face coverings when ordering at the bar.
Will the cloakroom be open?
Our cloakroom is not currently open. We ask you not to bring large luggage items with you to the venue.
How do I find out what safety measures you are using at an external venue?
Event format and covid-19 safety measures may be different for events presented by Bristol Beacon taking place at other venues. For more information, please see ‘Covid safety measures’ on the event show pages.
We will email customers covid-19 safety measures for external venues ahead of the event where possible.
Rescheduled and cancelled events
What happens if my event is canceled?
If we have to cancel a performance, we will offer you a rescheduled date where possible or a refund of the ticket’s face value only.
How will you contact customers when events are rescheduled or cancelled?
If we have to cancel or reschedule an event, we will contact you via email immediately. We will let you know if a new date is confirmed, or likely to be confirmed soon.
When will you announce a new date for my rescheduled event?
We are working to reschedule as many events as possible. It can take time to confirm new dates for some events for several reasons, including local, national or international restrictions and changes to calendar or artist availability. We will update you as soon as a new date is confirmed.
The original date of my event has passed, and I haven’t received a confirmation of a new date. What do I do now?
The original date of your event may have passed, but your tickets will still be valid for any future rescheduled date for that event. You don’t need to do anything, we will contact you as soon as a new date for your event is confirmed.
Will I get a refund if the event I have tickets for has been cancelled or rescheduled?
If an event cannot occur on the original date, we will first try to reschedule and notify customers. If you cannot attend the rescheduled date we will offer a refund.
If a rescheduled date is not possible and we have to cancel the event, we will refund the ticket’s face value.
Can I get a refund if I have Coronavirus symptoms or need to isolate?
Refunds are not available due to sickness or ill-health, however we do offer ticket protection via Booking Protect, which is available when you purchase your tickets.
If you have Coronavirus symptoms or need to isolate, please do not attend an event. If an event is cancelled or postponed, you are entitled to a refund.
What does Booking Protect entitle me to?
If you have purchased refund protection through Booking Protect and feel that you have a claim to make, please get in touch with them directly via firstname.lastname@example.org
Booking Protect has responded to the covid pandemic by offering protection holders a refund if they:
- Can evidence a positive COVID-19 test result.
- Are required to self-isolate and can evidence this.
I’ve been asked to donate my refund. What does this mean?
We will have emailed you if your event has been cancelled or rescheduled. In this email, we may have asked you to consider donating the refund value of your tickets if you feel you are able.
As a music charity, a donation of your ticket refund will help us significantly meet the costs of event cancellations and assist our artist support work.
What is your security policy?
We want everyone to feel safe when the visit us and we work hard to ensure that we provide secure environments for our events and activities.
We are in regular contact with Avon & Somerset Police, as well as our colleagues in similar venues all over the country, and the advice they give us informs the security measures we have in place to keep you safe.
What are Bristol Beacon doing to ensure customer safety?
Our front of house team are trained in increased vigilance to ensure your safety. This might sound scary, but it simply means they’re alert and will investigate any strange behaviour or things that seem out of the ordinary.
How do you ensure the safety of children?
We believe that the safety of children and young people is paramount and all children have the right to be safeguarded. We have robust safeguarding procedures and all staff have a responsibility for upholding them.
To find out more about how we ensure the safety of children, read our safeguarding statement and policy.
How can I leave feedback?
We are always looking to improve our service, so your feedback is crucial.
You can let us have your feedback in any of the following ways:
- Phone our box office on 0117 203 4040, and they will be able to advise/direct you to the relevant person.
- Submit an online form via our Contact pages
- Email us at email@example.com
- Write to us via our Freepost address: