Frequently Asked QuestionsView our privacy policy How do I find an event? How do I book tickets? Can I cancel or change my bookings? Where are my tickets? If I move house before my tickets arrive, how do I tell you about my change of address? What can I do if I lose my tickets? What can I do if I lose my booking reference number? Which payment cards do you accept? How will I know if my booking has gone through? My email details were correct so why haven't I received a confirmation email? What's your phone number? Can I make a group booking? What is the company name that will appear on my credit/debit card statement? I live outside of the UK; will you post my tickets to me? Do I need ID to collect my tickets at the Box Office? Can a third party collect my tickets from the box office? What should I do if I haven't received my tickets? I've been sent the wrong tickets/wrong number of tickets, what should I do? How can I find out if tickets for an event are on sale? I can't make the performance; can I exchange my tickets or get a refund? Can I purchase tickets by phone? I don't have a credit card. Can I pay by cash or cheque? How do I get a reference number? My tickets have arrived and they're not what I asked for - what can I do? Why do I have to pay a service charge? What happens if an event is cancelled or rescheduled? Is your site secure? How do I contact Greenbee customer services? How do I find an event? Do you know what you'd like to see but simply can't find it? Our search facility is easy to use. Just enter the name of the artist or event and select 'search'. You don't have to enter the whole name of an event, just one key word will do it. For example, if you're looking for Chitty Chitty Bang Bang, simply entering the word 'Chitty' will do. However, more common words like 'rock' will give you the details of We Will Rock You, Jailhouse Rock and many others. In this case, the trick is to search for a phrase rather than a single word, so your search should be for 'we will rock you'. We also offer more search options, with our advanced search feature. Back to top How do I book tickets? Booking tickets online is easy with Greenbee Freetime. Here's how to do it:
Can I cancel or change my bookings? Unless your event has been cancelled or the details have changed significantly (i.e. show, time, date etc), we regretfully can't exchange, refund, transfer or return tickets. Back to top Where are my tickets? The best way to find out where your tickets are is to use our order tracker. You'll need your booking reference number (from your confirmation email or your phone booking) and your email address. Just follow the on-screen instructions and you'll soon discover which stage your order is at. Back to top If I move house before my tickets arrive, how do I tell you about my change of address? Simply contact us with your booking reference number and we'll make the necessary chances to your records. If you have booked a theatre ticket online, please call 0845 610 0325 or email: enquiries@greenbee-theatre.com. If you have booked either a concert or event ticket, please call 0845 610 0330 or email: (for concert tickets): enquiries@greenbee-concerts.com (for event tickets): enquiries@greenbee-events.com Back to top What can I do if I lose my tickets? The first step is to contact us. For lost theatre tickets, call 0845 610 0325 or email: enquiries@greenbee-theatre.com. For lost concert or event tickets, call 0845 610 0330 or email: (for concert tickets): enquiries@greenbee-concerts.com (for event tickets): enquiries@greenbee-events.com Sadly, some types of ticket just can't be replaced. For example, most sorts of general admission or standing tickets can't be reissued as that might mean the venue would exceed its capacity, contravening health and safety and so jeopardise its license. The good news is that for most other events, tickets can be reissued. They're usually left at the box office for you to collect once you've presented the card you used to pay for them. You may also be asked to complete an indemnity form stating that you've lost the tickets. Back to top What can I do if I lose my booking reference number? If you lose your booking reference number and need it, contact us: For theatre ticket bookings, call 0845 610 0325 or email: enquiries@greenbee-theatre.com. For concert or event ticket bookings, call 0845 610 0330 or email: (for concert tickets): enquiries@greenbee-concerts.com (for event tickets): enquiries@greenbee-events.com Back to top Which payment cards do you accept? We accept partnership card, Visa, Delta, MasterCard, JCB, Electron, Switch and Solo. We regret that we don't currently accept American Express or Diners Cards. Back to top How will I know if my booking has gone through? Once you've completed the booking form and submitted your order, you'll get a confirmation email from us. So it's really important that you enter your email details carefully on the booking form. Your confirmation will show details of your order including: the show, the date, venue, the number of tickets, seat numbers (where appropriate) and your booking reference. It will also have details of how to contact us in the event of a query or problem with your order, so you shouldn't delete it. Back to top My email details were correct so why haven't I received a confirmation email? Many email account providers offer a filter service to protect you from unwanted junk mail or 'spam'. It's possible that your confirmation email from us has been mistakenly filtered by this service. If it hasn't been received on within 48 hours of your booking, please check your Junk Mail and your deleted file folders first. If you still can't find your confirmation email, call us. Back to top What's your phone number? For theatre tickets bookings and enquiries, our number is 0845 610 0325. For concert or event ticket bookings and enquiries, our number is 0845 610 0330. Both numbers are available 24 hours / 7 days a week. Back to top Can I make a group booking? Absolutely. We can organise group bookings for West End Theatre and other selected shows. Just call our theatre tickets sales team on 0845 610 0325 (24 hours). Back to top What is the company name that will appear on my credit/debit card statement? Payments made to us will appear on your card statements as Greenbee Freetime. Back to top I live outside of the UK; will you post my tickets to me? It isn't always possible to post tickets overseas. You'll have to collect them at the venue if: - the tickets would normally be despatched by secure post (£4.80 transaction fee), or - the event is less than 20 days away. In these circumstances, or if you've requested to collect your tickets from the venue, they'll be available for collection one hour prior to the start of the performance. Please take the payment card you booked with, and quote your reference number when you collect your tickets. Back to top Do I need ID to collect my tickets at the Box Office? Yes, you'll need to present the credit or debit card that you used to buy your tickets. We also recommend that you print and keep your confirmation email handy as further proof of purchase. Back to top Can a third party collect my tickets from the box office? Unfortunately, the cardholder needs to collect the tickets, produce the payment card to make a payment and sign a receipt. This is part of the credit and debit card merchant agreement and is in place to protect both Greenbee and the cardholder from potential credit card fraud. Back to top What should I do if I haven't received my tickets? You can track your order using your booking reference and email address. This will show the details confirming your order and whether your tickets have been posted to you yet. Back to top I've been sent the wrong tickets/wrong number of tickets, what should I do? Please contact us as soon as possible. For theatre tickets, call 0845 610 0325 or email: enquiries@greenbee-theatre.com. For concert or event tickets, call 0845 610 0330 or email: (for concert tickets): enquiries@greenbee-concerts.com (for event tickets): enquiries@greenbee-events.com Back to top How can I find out if tickets for an event are on sale? There are two ways; you can search or browse. To search for an event, type its name into the search box at the top of the page and click 'search'. You'll get back a list of everything on our database that matches your search word or phrase. To browse for an event, click on the relevant event link (e.g. 'theatre'), and choose a category. Repeat this until you find what you're looking for. Back to top I can't make the performance; can I exchange my tickets or get a refund? Unfortunately not. Greenbee Freetime has a policy of no refunds or exchanges. The only exception is if the event is cancelled or rescheduled. Back to top Can I purchase tickets by phone? Of course. To buy theatre tickets, call 0845 610 0325 To buy concert or event tickets, call 0845 610 0330 Both lines are available 24 hours / 7 days a week. Back to top I don't have a credit card. Can I pay by cash or cheque? Sorry, no. Greenbee Freetime is a credit/debit card business only. Customers who would like to pay by cheque, cash or theatre tokens (theatre bookings only) should write directly to the venue's box office. Back to top How do I get a reference number? You get one automatically as part of the booking process. If you buy over the internet, we'll send you a confirmation email that will include a booking reference number. If you buy over the phone, we'll give you your booking reference number at the end of placing your order. You'll need your booking reference if you want to track the progress of your order using our ticket tracker, so keep it safe. Back to top My tickets have arrived and they're not what I asked for - what can I do? Contact us as soon as possible and, after we've apologised, we'll sort things out. For theatre tickets, call 0845 610 0325 or email: enquiries@greenbee-theatre.com. For concert or event tickets, call 0845 610 0330 or email: (for concert tickets): enquiries@greenbee-concerts.com (for event tickets): enquiries@greenbee-events.com Back to top Why do I have to pay a service charge? The price of your ticket is set by the event organisers. Greenbee Freetime charges a little extra on top of the face value on a per-ticket basis to cover the cost of providing a 7 day a week, 24 hour a day booking service, credit/debit card commissions and all the other costs associated with running our business. The actual amount we charge is negotiated with the venue or promoter for each event. Back to top What happens if an event is cancelled or rescheduled? As soon as an event if officially cancelled, we'll contact you via the contact details you gave us. We'll then explain what happens next; this is usually a choice between attending a rescheduled event or getting your money back. Back to top Is your site secure? Yes it is. For security when booking, your details are transmitted using industry standard 128 bit SSL (secure socket layer) encryption. You'll need to be using a browser compatible with SSL (most modern ones are). Back to top How do I contact Greenbee customer services? Before you do, make sure you need to. Most of the questions our customer service people get asked are answered here or elsewhere on this site. However, if you do need to speak to one of our team, contact us: For theatre tickets, call 0845 610 0325 or email: enquiries@greenbee-theatre.com. For concert or event tickets, call 0845 610 0330 or email: (for concert tickets): enquiries@greenbee-concerts.com (for event tickets): enquiries@greenbee-events.com Back to top |
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