FAQs

This page includes answers to frequently asked questions about Covid-19 and safety at Curve, as well as information on booking tickets, visiting our theatre, memberships and accounts, access and more.

If your question is not answered below, please contact our Box Office team by calling 0116 242 3595 or email [email protected]

Covid-19 FAQs

On this page you will find the latest information for planning and booking your visit to Curve, what will happen on the day of your chosen performance, and details on how we are ensuring your visit to our theatre remains safe.

This page will be frequently updated, so please refer back regularly prior to your visit for the most up-to-date information.

To find answers to frequently asked questions regarding the temporary closure of Curve rescheduled and cancelled performances, please click here.

We reserve the right to make amendments to our safety measures. Please ensure you check this page and our social media channels in advance of every visit to Curve.

Covid-19 FAQs last updated: Monday 20 December, 3pm

AUDIENCE SAFETY

Will I have to wear a face covering?

Following the latest government guidance, all audience members and visitors over the age of 11 years are required to wear a face covering. This will apply to everyone inside the building and during every performance (except when eating or drinking).

In line with the Department for Education guidelines all school groups (key stage 3 and above) will be required to wear a face covering. Every school group will also be contacted in advance of their visit.

We understand some visitors will be exempt from wearing a face covering and we ask anyone this affects to inform our Visitor Experience team members who will greet you as you enter our theatre. We also ask that you consider wearing a face shield or visor.

All members of Team Curve will keep wearing masks and will continue to take part in a regular testing programme.

Will School Groups need to wear face coverings?

If you are a School Group visiting Curve then please be aware that we are following the guidance that has been issued by the Department For Education. Therefore, all individuals in key stage 3 and above will be required to wear a face covering whilst inside Curve and during the performance (unless medically exempt).

A member of the Group Sales team will also be in touch to discuss your visit ahead of your performance date. If you have any other questions in advance of your visit then please do email [email protected].

Do I need to show a Covid pass to enter the venue?

Whilst it is not a requirement for entry to our building and we will not ask for proof, we encourage all audience members to take a Lateral Flow Test ahead of visiting Curve

How often will the theatre be cleaned?

Since we reopened our doors earlier this year we have implemented enhanced cleaning measures at Curve to keep all those within our building safe. Curve is deep cleaned every morning and between each performance and enhanced spot cleaning and sanitisation also take place during the day. In addition, all areas are treated with antiviral mist at the end of each day and between each performance.

Has the theatre’s ventilation been improved?

The air handling system at Curve has been optimised to provide cool fresh air throughout all of our performance spaces. All fans are regulated to increase fan speed in proportion to the amount of CO2 in the air which results in cleaner and fresher air being delivered into the auditorium during the show. In the foyer spaces, outside of the auditorium, we have increased the air flow to ensure the building remains well ventilated.

Will I need to check-in to Curve using the NHS Test and Trace app?

Please do ensure your contact details are correct when purchasing a ticket and that you check in as being at Curve by using the NHS Test and Trace QR code.

What should I do if I begin to show symptoms after my visit to Curve?

If, following your visit to Curve you begin to present symptoms of Coronavirus, you should get tested and self-isolate as soon as possible.

If you receive a positive diagnosis, NHS Test and Trace will be in contact to establish where you have been recently and who you have come into contact with. They will then follow this up and advise on next steps for all concerned, and all customers should ensure they follow the NHS guidance provided.

If another audience member tests positive, will I be contacted?

You may be contacted by NHS Track and Trace if a fellow audience member tests positive for Coronavirus. They will ask you to get tested or self-isolate and we encourage all audience members to follow any advice given.

Please do ensure your contact details are correct when purchasing a ticket and that you check in as being at Curve by using the NHS Track and Trace QR code. If you are unable to check in at Curve using the NHS Track and Trace QR code then we will be collecting the names and contact details of all individuals upon arrival. This data will only be collected for Track and Trace purposes and will be stored safely for only 21 days.

 

If I am showing symptoms or self-isolating, will I be able to claim a refund?

We ask anyone showing symptoms of Coronavirus to not visit Curve. If you are showing symptoms or self-isolating, please let us know at least four hours prior to the show and we will happily exchange your tickets to another date or performance.

Planning & Booking Your Visit

How can I book and receive my tickets?

From Monday the 19th July, our in-person Box Office service will be open again, with the added precaution of acrylic screens and our front of house staff will continue to wear face coverings. Tickets can also be booked online at curveonline.co.uk or by calling our Box Office team on 0116 242 3595 Monday – Saturday, 10am – 8pm (6pm on non-show days).

We continue to encourage customers to use e-tickets which can either be printed at home or shown to the usher via their smart phone upon arrival

If you have not received your e-ticket as expected, please first check your spam and junk email folders. If you still cannot find your e-ticket, please contact our Box Office team by emailing [email protected]

Upon arrival at the theatre, all audience members will be asked to scan the NHS QR code using their NHS COVID-19 app, or provide their names and contact details to a designated member of the Curve team. This is to ensure that everyone receives the necessary public health advice in a timely manner.

I want to book a ticket but I'm concerned about lockdown, will I lose my money?

We’re doing everything we can to ensure audiences can safely return to our theatre to enjoy incredible productions at Curve as soon as possible. Whilst we can’t control lockdown measures, we can guarantee that you will not lose the value of any tickets you purchase for upcoming shows and activities. If lockdown is extended and we are no longer able to present the work we have scheduled as planned, we will provide all customers with a number of options to consider.

Can I still make a group booking?

We are pleased to once again welcome groups back to Curve.

If you would like to arrange for a party of 10 or more to visit Curve, please email our Group Sales Team at [email protected] or call 0116 242 3595.

You can find out more about group bookings at Curve, including savings and other benefits, here.

Will you be offering a Food and Drinks service prior and during the show?

We will have a limited offering at our Green Room Café and Stage Door Bar to reduce queuing. We encourage audience members to pre-order interval refreshments with our team members at any of our bars or café pre-show to minimise queues during intervals.

Our hospitality staff will continue to use enhanced cleaning processes, wash hands regularly and wear face coverings. Acrylic screens will also be in place at the paying station.

We will now be accepting cash payments but encourage contactless payments using a debit or credit card, or smart device.

Will accessible performances be available?

We are pleased to be presenting a growing programme of accessible performances throughout the upcoming season and into 2022, including Captioned, BSL Signed, Dementia Friendly, Relaxed and Audio Described performances with Touch Tours*.

Wheelchair spaces, transfer seats and seating with extra leg room are also available on all upcoming performances.

Before booking for these performances, we recommend joining our Access Register, which enables us to store information on your personal requirements so that you don’t need to resubmit documentation each time you book. Once registered, you will also be eligible for a free Essential Carer ticket with the standard ticket you purchase for each show.

To book for our accessible performances, please visit the Box Office in person at Curve or call the team on 0116 242 3595. Tickets can also be reserved by e-mailing [email protected]. A copy of our Theatre plan showing wheelchair spaces and recommended seating for each of the performances can be found here.

We are currently working on an online facility for booking accessible performances directly via our website, and this will be available in the coming months.

For more information on Access at Curve, including how to join our Access Register, upcoming performance listings and other services, please click here.

*Customers are advised that all upcoming Touch Tours are to be confirmed, subject to national and industry guidance. For the latest information on these events, please see the Audio Described Performances with Touch Tours page.

I usually use a hearing device at Curve, will I still be able to do this?

Our assisted listening system will still be available and all equipment will be thoroughly sanitised prior to your visit.

We recommend that all customers who wish to use our assisted listening system request this facility with our Box Office team prior to their visit, by email at [email protected] or by telephone on 0116 242 3595. This is to ensure you are positioned in a suitable seat in our new auditorium seating plan, and so we can arrange for the equipment to be positioned on your seat, ready for your arrival.

If you would prefer to use your own personal headphones then please ensure you collect a neck loop receiver from a member of the Curve team and that your headphones have a mini jack connection.

If I am showing symptoms or am self-isolating, will I be able to claim a refund?

We ask anyone with symptoms of Coronavirus to not visit Curve. If you have symptoms or are self-isolating, please let us know at least four hours prior to the show and we will happily exchange your tickets to another date or performance. Our terms and conditions have also been updated so you can contact us up to four hours before your booked performance.

YOUR VISIT & INSIDE CURVE

How will queues be minimised entering and exiting the theatre?

We’ll be keeping queues across our theatre to a minimum and asking all audience members to keep a social distance from others.

After the show audiences will leave the theatre row-by-row, directed by our ushers.

In addition, please remember that you can use both doors: Halford Street (by our Green Room Cafe) and Rutland Street (by our Box Office) to enter and exit the building.

Will there be a cloakroom available?

Unfortunately, we do not offer a cloakroom facility. We politely ask that you keep bags to a minimum and only bring essentials items with you during your visit.

How can I validate my car parking ticket?

You can present the NCP ticket that you receive on entry to the Rutland Centre Car Park to either, the Box Office, Green Room Café or Stage Door Bar staff during your visit. You will pay the discounted parking rate of £5.50.

RISK ASSESSMENTS

General FAQs

Booking / Tickets

What if I can no longer attend the date I have booked?

All tickets are non-refundable once purchased; an exchange or re-sale may be offered 24 hours prior to the event. All exchanges and re-sales of tickets will incur a £1 per ticket administration fee. Exchanges must be made for the same run of the show you were originally going to attend.

Please contact the Box Office to arrange your exchange or re-sale.

What do I need to do if I’m having problems seeing the seating plan when booking online?

If you are unable to view the seating plan, you can select the ‘Best Available’ option. The website will then make a recommendation for you based on your seating requirements.

Please note that Internet Explorer 8 or older and Edge browsers are unable to support SVG, which is the programme that we use to display seats. Please consider upgrading your browser or using an alternative to take advantage of this functionality.

Alternatively, you can contact the Box Office to make your booking.

The seats I wish to purchase online are available but for some reason the system won’t let me book them?

This is most likely because you are attempting to leave a single seat next to the seats you are trying to book.

In the interests of Curve’s customers, producers and artists we are committed to ensuring that our performances are as fully attended as possible. Occasionally potential occupancy is compromised if we are left with unsold single seats, and as an organisation we need to manage the supply of tickets.

In the majority of cases our single seat policy does not hinder your ability to purchase tickets. There will be instances when the online process will fail. We regret the inconvenience that this may cause and recommend that any customers unable to find suitable seats contact the Box Office to fulfil their booking.

What should I do if I have not received an email confirmation or Print At Home ticket attachment?

There are several possible reasons that you may not have received an email.

Please check you spam or junk mail folder in the first instance, as your tickets may be in there. If your tickets are in your spam or junk mail folder, you can save the Curve email address to your Safe Sender List. This will then stop future emails going to your spam or junk mail.

Occasionally there can be a delay in receiving emails; we recommend that you wait 24 hours before contacting the Box Office.

If you have not received an email confirmation within 24 hours or there is no pdf file attached, please contact the Box Office. We recommend that you have access to your emails during the call as we may ask you to check that the email has been received.

Do I need to print my Print At Home tickets?

You do not necessarily need to print your Print At Home tickets, however, you can print them if you would like to.

If you do not print them, you can show them as an e-ticket to gain access to the auditorium. To do this, please make sure you have access to the PDF attachment that should be attached to your booking confirmation email.

What do I do if my tickets haven’t arrived yet?

If you haven’t received your tickets after 7 working days of ordering them, please contact the Box Office. However, please do allow a few extra days if there has just been a Bank Holiday.

When contacting the Box Office, please have your order reference number or the name and details that the tickets were booked under to hand.

If I didn’t book a Car Park Voucher at the time of my booking can I still get the discount?

If you haven’t pre-paid for a Car Parking Voucher at the time of booking don’t worry, you can present the NCP ticket that you receive on entry to the Rutland Centre Car Park to either, the Box Office, Green Room Café or Stage Door Bar staff during your visit. You will still pay the discounted parking rate of £5.50.

If you choose to park at the NCP Rutland Centre Car Park, please allow extra time for your journey as there may be queues to enter and a limited number of spaces available at peak times (such as midweek and Saturday matinees). Please note that pre-payment does not guarantee you a space, as car parking spaces are unreserved. If the NCP Rutland Centre Car Park is full, please see the other parking options here.

Do you accept Theatre Tokens?

Curve does not currently accept Theatre Tokens.

However, Curve Gift Vouchers are redeemable on all performances and can be purchased for any amount online or through the Box Office.

When I try to register a new account, it says that my email/user name already exists in the system.

If you are seeing this message, it means that the user name you are trying to use is already assigned to another account. If you are unable to create an online account, please contact the Box Office.

When creating a new online account, we recommend that you use your email address as your user name.

I've forgotten my Username/Password.

If you have forgotten your username, you will need to contact the Box Office. We recommend that you use your email address as your username.

To receive a new password please click the ‘Forgotten your password?’ link on the My Account page.

You should then be emailed a new password, which you can use to access your account. If you have not received this email within 15 minutes, please check your spam or junk mail folder. If after checking you have still not received it, please contact the Box Office.

I have been locked out of my account.

Your account will lock if you have attempted to sign in with the wrong username or password several times.

If this happens, please contact our Box Office team on 0116 242 3595 or [email protected] They will be able to unlock your account.

Are discounts available on all shows?

All available discounts for a performance are listed on each individual show page, which is the page before you select your performance.

All available discounts will also appear when selecting your seats via the seating plan or the ‘Best Available’ option online.

Discounts maybe removed at any time and are subject to availability. For further information, please see our Terms and Conditions.

 

Do I need a ticket for my child?

Yes, any person regardless of their age will need to have a valid ticket to enter a performance. Children under 18 months may be eligible for a complimentary Infant ticket on selected performances. To check if Infant tickets are available for a performance and to book, please contact the Box Office.

Age recommendations vary from show to show, please see the individual show pages for details.

Please note that depending on the type of performance children may not always be permitted.

I've joined the Access Register - can I book online?

If you have joined our Access Register and would like to book a complimentary Essential Carer ticket, you can only do this by contacting the Box Office directly at the moment. Our Box Office team can be contacted by telephone on 0116 242 3595, or by e-mail on [email protected].

The team will be happy to answer any questions you may have, and advise you on all accessible seating options that may be suitable for you.

If you would like more information regarding Access at Curve please click here.

Can I book a wheelchair space online?

Currently wheelchair user spaces can only be booked via our Box Office. Our Box Office team can be contacted by telephone on 0116 242 3595, or by e-mail on [email protected].

If you would like more information regarding Access at Curve please click here.

Do I need to book a ticket for myself when bringing my child to Little Movers workshops?

Each ticket for Little Movers allows entry for up to three people. This could be one child and two adults, or two children and one adult.

Your Visit

Is there disabled parking available nearby?

Blue Badge Parking is available on Southampton Street, in the NCP Rutland Centre Car Park adjacent to Curve, and we have a drop-off point on Rutland Street.

I don’t need to park I’m just dropping people off, where should I do this?

We have a drop off point for customers on Rutland Street (accessible via Queen Street)

Can I bring food and drink in the performance?

Curve Café sells a selection of cold food and snacks, which we do permit into the auditoria for most productions. Drinks must be in a plastic glass or bottle, and hot drinks must have a lid on. Where there are restrictions for a particular show, customers will be notified by signage on the doors to your seats. Unfortunately, hot food is not permitted at any time to ensure that you do not disturb the performers or other customers.

What happens if I’m late for the start of the performance?

While we do not want you to miss any of the performance there maybe restrictions on when or if you can enter a performance once the lights have gone down. Allowing customers to enter during the performance is not only disruptive for the performers as the light and sound of the foyer areas spills into the space, but finding and accessing your seat can be very disruptive for other customers and potentially hazardous for you. Where possible, we try to find alternative seating until an interval, or if there is not an appropriate moment, you may need to remain in the foyer and watch a monitor displaying the performance instead.  We recommend arriving at least 20 minutes before the performance start time to ensure you have a comfortable journey through the venue.  Please bear in mind any traffic delays and that if choosing to park at the NCP next door that there may be queues to enter at busy periods.

Can my child sit on my lap?  

All customers regardless of age require a ticket to enter the auditoria at any time to ensure that we do not exceed capacity for a performance, so children will not be permitted to sit on your lap. A limited number of booster seats are available from the front of house team should you need them, however, we strongly recommend trying your seat first as the seating at Curve is very well spaced and the rake, particularly in the Studio is deep enough for children to be able to see without restriction.

Can I take a pushchair into a performance?

Pushchairs can be stored in our designated Buggy Parks outside the auditoria during a performance. Please speak to a member of our Visitor Experience Team to find out where the Buggy Park is located for your chosen performance.

What do I do if I have an accident at Curve?

Report it to any member of staff and ask for the Duty Manager immediately.

 

Where can I validate my Parking Ticket during my visit?

Present the white NCP parking ticket that you receive on entry to the Rutland Street car park to the Box Office, Café or Bar staff during your visit to receive the discounted parking rate of £5.50.

What should I do if my NCP car parking ticket doesn’t work?

There is a help button at the entrance/exit gates to NCP on Rutland Street linking you directly to a member of their team who will be able to help. The car park is not owned or managed by Curve.

Where can I get a taxi from after my visit?

To book a taxi to or from Curve, just call 0116 262 8222 (Swift Fox Cabs, Leicester).

Can I book Show Dining as part of my visit?

We no longer do Show Dining here at Curve however our Café sells a selection of hot and cold food and snacks which can we purchased before the show. Click here for more information.

Membership

How do I access my Curve Membership discounts online?

Before selecting your seats you will need to login using the correct account attached to your membership. If you are unsure about your username please contact the Box Office

Once you have logged in and chosen your show there will be a membership prices available to select. These are highlighted by yellow stars next to them.

I have recently purchased a Curve Membership but not received my membership pack and card yet?

Membership packs can take up to 2 weeks to arrive in the post.

Your membership is active immediately from the time of purchase and discounts can be applied online or through the Box Office without the need of your membership card. If you would like to receive the members discount in the Green Room Café or Stage Door Bar before your card had arrived please contact the Box Office and a temporary membership letter can be arranged.

Can I buy a membership as a gift for somebody else?

Yes, we have two options available when purchasing Gift Memberships, depending on whether you want the Membership to start straight away, or on a specific date.

If you would like the membership to start straight away you may purchase the membership in the name and address of the recipient. This will become active immediately and can be bought through the Box Office or online.

If you would like the membership to start on a specific date you may purchase a Membership Gift Voucher, which can also be bought through the Box Office or online. You may then present the recipient with the voucher which they can activate at any date within a year of purchase. To activate the membership they will need to contact the Box Office either in person on by telephone on 0116 242 3595.

If I buy a membership can I get the 15% discount applied in the same order or do I need to buy my memberships then my tickets separately?

If you add your membership to your basket online, it will automatically recognise your discount, and apply it to the same order, so you do not need to purchase your membership and tickets separately.