FAQs

Please have a look through our Frequently Asked Questions to see if you can find the answers you're looking for. If you still need some help, please contact our Box Office team via boxoffice@hulltruck.co.uk or 01482 323638 (Mon-Fri, 10am - 5pm)


IS IT POSSIBLE TO BUY A TICKET ON THE DOOR?

We encourage you to book tickets online, prior to your visit, in order to keep everyone safe. With significantly less tickets available we are anticipating many events will sell out in advance and recommend you book early to avoid disappointment. The Box Office will be open pre-show and if tickets are available they can be purchased then.

CAN I SIT WITH MY FRIENDS AND OTHER HOUSEHOLDS?

Given the current climate, we have made some changes to how you can book tickets. You should only sit in a seat bubble with people who you live with or who are in your support bubble. Those outside of your household or support bubble should book their own tickets, in a separate seating bubble. Customers can book a maximum of 6 tickets online. 

We are constantly monitoring the situation and will revise the booking process when it is safe to do so.


CAN I PAY WITH CASH?

The Box Office will accept cash however we strongly encourage you to use contactless payments wherever possible in order to minimise unnecessary hand-to-hand contact.


WHAT IF I HAVE ACCESS NEEDS?

We remain committed to championing accessibility for our visitors. The lifts are available for customers who need to use them, and lifts will be reserved for people with access needs and those in their social bubble.

Accessible friendly routes will be clearly marked throughout the building. Access to The Heron (Main Theatre) is via the Ground Floor only. If you have booked seats towards the back of the theatre and are unable to manage the stairs please see a member of the Front of House team who can grant you access from the First Floor.

You can still book a wheelchair space via the Box Office (or online if you have this functionality set up) and all seats on rows A and L (in The Heron Theatre) are also step free.

For more information about access please visit hulltruck.co.uk/access or contact our Box Office team who will be happy to help.

 

DO I NEED TO WEAR A FACE COVERING WHEN I COME TO THE THEATRE?

In line with the latest government guidance customers should wear a face covering at all times when inside the building and during the show. A face covering should cover the nose and mouth areas completely. If you are exempt from wearing a face covering due to a mental, physical or hidden disability we recognise and support the Hidden Disabilities Sunflower Scheme. You can also download a Government exemption badge or card here.

 

WHERE CAN I FIND OUT WHAT HULL TRUCK THEATRE ARE DOING TO KEEP ME SAFE DURING MY VISIT?

You can find full information HERE.

 
CAN I BUY GIFT VOUCHERS?

Absolutely. Vouchers can be purchased online or over the phone. E-vouchers can be sent electronically to the person buying the gift or directly to the recipient. Vouchers can be purchased in any denomination and are valid for 12 months from the date of purchase, allowing the recipient to visit the theatre all year round.


ARE THE TOILETS OPEN?

Our toilets will be open to customers, however we will be reducing the number of cubicles, sinks and urinals available in order to ensure that social distancing measures can be safely adhered to. Both accessible toilets will be available. Toilet attendants will maintain a high standard of cleanliness and make the experience as relaxed and efficient as possible.

 
CAN I GET A REFUND IF I CAN’T ATTEND OR A SHOW IS CANCELLED?

- In the event of a future production or event being cancelled all bookers will be given the option to donate all or part of their ticket value, receive credit on their Hull Truck Theatre account or receive a full refund.

- If you are unable to attend an event due to displaying symptoms of COVID-19 we will offer a Hull Truck Theatre credit which is valid for 12 months from the date of issue.

- If you are unable to attend for any other reason, we can exchange tickets for an admin fee of £1.50 per transaction up to 48hrs in advance. Tickets must be transferred to the same show and any increase in price must be paid at the time of exchange. In some circumstances credit may be offered but will be assessed on a case by case basis. Tickets cannot be exchanged or returned once the performance has started. 

-If you purchased tickets for an event that has been rescheduled and no longer wish to attend we can offer a full refund (60+ days before the event) or a venue credit (between 60-30 days before the event). Within 30 days before the event, refer to the points above.

 
DO I NEED TO WEAR A MASK WHEN I COME TO THE THEATRE?

Please follow the latest Government Guidance regarding masks and face coverings. Currently, this means you will need to wear a mask or face covering at all times when inside the building unless you have been advised otherwise and have an exemption. A face covering should cover the nose and mouth areas completely.


WHAT TIME SHOULD I ARRIVE BEFORE A SHOW?

Arrival times into the venue will be staggered for all shows. This will enable a smaller number of customers to enter the venue at once whilst social distancing. We will also be staggering entry times (via zones) into the theatre space itself to ensure everyone is seated safely.

You will find information of your arrival time and Zone number on your tickets, please look out for this. We will also have Front of House staff on site to help you and make this experience as smooth as possible.

If you arrive at the venue earlier than required, you may be asked to wait outside so that we can maintain suitable social distancing inside.


DO YOU HAVE A CLOAKROOM?

We will not be offering a cloakroom service so please do not bring any large bags, rucksacks or shopping with you to the theatre. You may be asked to store any large items off site before being permitted into the venue.


WHERE CAN I PARK?

Secure parking is available in St Stephens multi-story car park, next door to the theatre. Parking is just £1 after 5.30pm (and up to 11.59pm) Mon - Sat and £2 all day on a Sunday. Access to the car park is via Portland Place, off Ferensway, by the DoubleTree by Hilton Hotel or via Portland Street from Spring Street. 

Parking outside of these times is charged at the standard daily rates which can be found HERE.

Face coverings should be worn in all areas of the shopping centre, including the car park. The lift from the car park to theatre square is still available and social distance markers are in place, on the lift floor. The staircase is also available in both directions. Payment machines are available on Levels 2 and 3 of the car park and are cash or card only (no contactless). All key touch points are regularly cleaned throughout the day.

Disabled parking bays can be found in St Stephens multi-storey car park, charges still apply. There are also several disabled bays located on Portland Street by the entrance to the multi-storey car park which are free for disabled badge holders.

Alternative car parks can be found on Spring Street which charge between 80p - £2 for up to 5 hours.

ARE YOU USING TEST AND TRACE?

Yes – this is a really important way that all organisations can safeguard against the impact of an outbreak. We will collect all the information we need as part of the booking process and we ask for your co-operation in this matter. NHS Test & Trace QR codes will also be displayed in the public areas and we recommend that you download the app ahead of your visit - DOWNLOAD AVAILABLE HERE.


WHAT HAPPENS IF I CAN’T FIND/FORGET MY TICKETS?

If you cannot locate your e-tickets or have misplaced any physical tickets, please contact the Box Office. It is important you do this ahead of the show so that we can confirm your arrival time. The Box Office can re-print your tickets or resend you your e-tickets free of charge.


CAN I LEAVE THE THEATRE DURING THE SHOW?

Where possible please remain in your seat during the performance. Should you need to leave the theatre a member of staff will direct you to the safest exit. If you must pass other customers as you exit the space please avoid face-to-face contact.

If we are unable to get you safely back to your seat, at a suitable point in the performance, you may be offered an alternative accessible seat.

 
WHAT SHOULD I DO IF I AM CONCERNED ABOUT ANOTHER VISITOR’S BEHAVIOUR?

If you are concerned about another customer’s behaviour please speak to the Front of House or Box Office team.

 
WILL THE BAR AND RESTAURANT BE OPEN DURING MY VISIT?

We are currently unable to offer a full food and beverage service in our bar and restaurant. We are working closely with Shoot The Bull to finalise plans for re-opening and will share more information about the available catering provision very soon.


CAN I BUY AN ICE CREAM?

Ice creams are available to pre-purchase online. During the booking process you will be prompted to add ice cream vouchers to your order which will then be emailed to you. The vouchers can be exchanged for your ice cream BEFORE the show starts - all events on sale in 2020 do not have a break/ interval. More information about how to redeem your vouchers will be confirmed in a pre-show email.

If you have already purchased tickets for an event in 2020 and would like to add an ice cream voucher please contact the Box Office on 01482 323638. Ice creams will also be sold by our Front of House team, on the day, where possible.

 

DO YOU HAVE A RISK ASSESSMENT?

A Risk Assessment for your visit to the theatre is available. You can download it here.

 
STILL HAVE QUESTIONS?

Please give us a call on 01482 323638 or email boxoffice@hulltruck.co.uk. We are working with a heavily reduced staff team at the moment, so please be patient with us.