Frequently Asked Questions
Where are my tickets?
If I move house before my tickets arrive, how do I tell you about my change of address?
I’ve lost my tickets – what can I do?
I’ve lost my booking reference number – what can I do?
Which payment cards do you accept?
How do I know if my booking has gone through?
What’s your phone number?
Where can I see your Terms and Conditions?
Can I make a group booking?
What is the company name that will appear on my credit card statement?
I live outside the UK. Will you mail 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?
Can I cancel or change my booking?
I have not received my tickets.
I have been sent the wrong tickets/wrong number of tickets.
How can I find out if tickets for an event are on sale?
I can’t make the performance - can I exchange my tickets of 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 oh why do I have to pay a service charge?
What happens if an event is cancelled or rescheduled?
Can you deliver my tickets to a different address?
Is your site secure?
How do I contact Bigmouth customer services?
Where are my tickets?
The best way to find out where your tickets are is to use our ticket tracker.
You’ll need your booking reference number (contained in the confirmation email
we sent you when you ordered your tickets or given to you verbally if you ordered using the phone) and your email address. Just follow the on screen
instructions and you’ll soon find what stage your order is at.
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If I move house before my tickets arrive, how do I tell you about my change of address?
Simply contact us with your order reference number and we will make the necessary changes to your records.
If you have booked online, or by telephone for a non West End theatre event, please contact
0871 220 0260 or
send an email
If you booked by phone specifically for West End Theatre, please contact
0870 895 5505 or
send an email
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I’ve lost my tickets – what can I do?
The first step is to contact us.
If you have booked online email us
here
or call customer services on the following numbers if you made the booking by telephone or if the event is within 48 hours:
For West End Theatre: 0870 895 5505
For all other bookings: 0871 220 0260
It’s important to realise that some types of ticket just cannot be replaced.
For example most sorts of general admission or standing tickets cannot be reissued as that might mean the venue would exceed its capacity,
contravene 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 collection by the cardholder upon presentation of the card used to pay for them.
You may be asked to complete an indemnity form stating you have lost the tickets.
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I’ve lost my booking reference number – what can I do?
If you have booked online email us
here
or call customer services on the following numbers if you made the booking by telephone or if the event is within 48 hours:
For West End Theatre: 0870 895 5505
For all other bookings: 0871 220 0260
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Which payment cards do you accept?
 We accept Visa, Delta, MasterCard, JCB, Switch and Solo.
We regret that we do not currently accept American Express, Diners Club or Electron cards.
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How do I know if my booking has gone through?
Once you have completed the booking form and submitted your order, you will get an email confirmation from us shortly
– please ensure that you enter your email address carefully on the booking form.
Your email confirmation will show details of your order including: Show, Date, Venue, number of tickets and where appropriate, seat numbers and a booking reference.
It will also include details of how to contact us in the event of a query or problem with your order so please do not delete it.
Many email account providers offer a filter service to protect you from unwanted junk mail or ‘spam’.
It is possible that your email confirmation from us has been mistakenly filtered by this service; so if you do not receive email confirmation from us within 48 hours, please check your Junk Mail and/or Deleted Files folders first.
If you still cannot find your confirmation email, please contact us
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What’s your phone number?
Our 24 hours ticket sales hotline is 01159 934169
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Where can I see your Terms and Conditions?
Easy, just click here to see our terms and conditions.
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Can I make a group booking?
Absolutely. We can organise group bookings for West End Theatre and other selected shows.
Just call our group booking department on 01159 934169 during office hours and they’ll be able to help.
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What is the company name that will appear on my credit card statement?
Payments made to us will appear on your card statements as:
West End theatre bookings as Tickets 0870 899 3338
For all other bookings as Event Tickets 0871 220 0260
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I live outside the UK. Will you mail my tickets to me?
We will mail tickets abroad if the booking is made 20 days in advance of
the event date (5 days in advance of the event date if mailing within the UK) to allow for postage.
If there is insufficient time to mail tickets, or if you have requested to collect your tickets from the venue,
tickets are available for collection one hour prior to the start of the performance.
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Do I need ID to collect my tickets at the Box Office?
Yes – you will need to present the credit or debit card you used to make your purchase with us.
We also recommend that you print and keep your email confirmation handy as further proof of your purchase.
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Can a third party collect my tickets from the box office?
No. The cardholder needs to collect and produce the credit card used to make payment and sign a receipt.
This is part of the credit card merchant agreement and is in place to protect both Bigmouth and the cardholder from potential credit card fraud.
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Can I cancel or change my booking?
We regret that we cannot exchange, refund, transfer or return tickets unless
the event in question is cancelled or details of the event are significantly changed
(for example, show time, venue, date etc)
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I have not received my tickets.
Track your order using your booking reference and email address.
This will show details confirming your order and whether your tickets have been mailed out to you yet.
If your tickets have not been mailed out yet, you do not receive your tickets in time or you have lost your tickets, please contact us as soon as possible.
We will arrange for duplicate tickets to be held at the venue for you to collect with ID.
We will not send duplicate tickets by mail.
You may be asked to complete an indemnity form stating you have not received the tickets and produce this at the Box Office.
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I have been sent the wrong tickets/wrong number of tickets.
Please contact us as soon as possible.
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How can I find out if tickets for an event are on sale?
To search for an event or artist you can use our advanced search option on the front page. Please make sure you spell it correctly.
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I can’t make the performance - can I exchange my tickets or get a refund?
Unfortunately not. Bigmouth has a policy of no refunds or exchanges.
The only exception is if the event is cancelled or rescheduled.
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Can I purchase tickets by phone?
Of course. You can call our telephone booking hotline on 01159 934169 at any time to make a booking.
Our call centre staff are the best in the business and are only too happy to help.
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I don’t have a credit card. Can I pay by cash or cheque?
Sorry, no. Bigmouth is a credit card business only.
Customers wishing to pay by cheque, cash or theatre tokens (theatre bookings only)
should write directly to the venue Box Office.
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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 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.
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My tickets have arrived and they’re not what I asked for - what can I do?
Call our customer service department on 0870 895 5505 for West End Theatre and 0871 220 0260 for all other bookings and,
after we’ve apologised, we’ll sort things out. Obviously you need to contact us before the event –
we can’t rectify things retrospectively.
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Why oh why do I have to pay a service charge?
The price of a ticket is set by the event organisers.
They don’t pay us anything to sell their tickets, so in order to make money Bigmouth has to charge a little bit on top of the face value of the ticket.
We have to do this on a per-ticket basis to cover the cost of providing a 7 day a week, 24 hour a day booking service,
order processing, labour costs, credit 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.
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What happens if an event is cancelled or rescheduled?
As soon as an event is officially cancelled we’ll contact you via the contact details you gave us when you booked your tickets.
We’ll then explain what happens next, usually a choice between attending a rescheduled event or getting your money back.
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Can you deliver my tickets to a different address?
Unfortunately not. We have to send all tickets booked through Bigmouth to the billing address of the credit card used to make the booking.
This is to prevent credit card fraud.
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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).
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How do I contact Bigmouth customer services?
For West End Theatre: 0870 895 5505
For all other bookings: 0871 220 0260
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