FAQs

1. I ordered e-tickets, but they haven’t arrived. What can I do?

Please check your spam/junk folder – sometimes our emails can sneak in there by mistake, especially if this is your first booking with us. Emails will come from [email protected]

You can log into Your Account and download your tickets.

If not, please feel free to give us a call or email us – lost e-tickets are often an easy fix!

2. What are your opening hours, and where can I find you?

Our current opening hours are Mon-Fri 10am-5pm. You can find our Box Office counter at The Forum, BA1 1UG.

We are closed on Bank Holidays.

Our opening hours are subject to change.

3. I want to speak to The Forum. Are you the right people to talk to?

Although we sell tickets for many of The Forum’s shows and are housed in the actual building, we aren’t The Forum’s main ticket agent (that’s Ticketline - see Q4).

We can only advise on tickets purchased via Bath Box Office and general enquiries about events at The Forum.

You can email The Forum here.

4. I ordered tickets directly through The Forum’s website, and now need help with my order. Who do I need to contact?

You’ll need to contact your original ticketing agent – we’re one of a few agents who sell tickets for shows at The Forum.

If you’ve bought your tickets directly on The Forum’s website, you’ll likely have purchased tickets with Ticketline.

This information can be found on your tickets, on your confirmation email, or on your bank statement.

Any ticket enquiries can only be discussed with your point of purchase.

Ticketline can be contacted via email here.

5. I can’t make the event. Am I entitled to a refund?

As per our terms & conditions, we only offer refunds for events that have been cancelled or rearranged to a date that you can no longer make. Our terms and conditions can be found here.

6. The show I’ve booked/want to book is sold out and I…

Have tickets that I want to sell: If you’ve bought tickets with us, and the event is sold out, we may be able to try and resell your tickets to our waiting list. Please call the box office directly to arrange this. There may be a fee for this service.

Would be interested in buying returns: Please give us a call and we’ll be able to put you on our waiting list.

7. What are the ‘per-ticket fee’ and the ‘overall booking/transaction fee’?

At Bath Box Office we pride ourselves in being a local, personable service for the residents of Bath and beyond. Unlike other multinational companies, with us there’ll always be someone you can speak to directly, and a friendly face connected to the voice on the end of the phone.

However, like all businesses, there are costs involved with selling tickets and being able to offer our services.

The per ticket fee is always charged, however sometimes this is included in the ticket price. This is decided by the promoter of each event. If the fee is not included in the ticket price it is displayed as a per ticket fee.

The £1.50 overall booking fee is charged per order, not per ticket and is set by us here at Bath Box Office.

These fees help us to provide our services including staffing, processing costs, booking system costs, phones and everything else that goes with running a business. We do not receive the ticket money.

These fees are always non-refundable.

8. I have an issue with/have lost my tickets, but it’s outside of BBO’s opening hours. What can I do?

If it’s a non-urgent issue or ticketing enquiry, please email us or leave us a voicemail (01225 463362) and we’ll get back to you as soon as we can.

If you’ve lost your tickets for a show, don’t worry, speak to a member of staff at the door of the event you’re attending, they’ll be able to double check your details and you’ll still be able to get in*!

(*Certain events e.g. large-scale events and festivals may be different, please ensure you have your tickets in advance.)

9. I can no longer make an event, and I’ve bought ‘Secure My Booking’ ticketing protection. How do I make a claim?

Please contact Secure My Booking directly by visiting www.ticket-refunds.com

10. Can I buy a gift voucher?

Yes, you can! These can be purchased online here

Or, if you’d prefer, you can give us a call, or come down to the box office in person.

Vouchers are valid for 12 months.

11. My Gift Voucher is about to expire, what can I do?

If there's nothing for sale right now that takes your fancy, why not buy another Gift Voucher using your Gift Voucher!

Vouchers are valid for 12-months and cannot be extended.

12. I have an issue relating to something that happened at event itself and would like to speak to someone about this. Who do I contact?

If you’ve had an issue directly related to the running of an event, the best thing to do would be to contact the promoter of the event directly. It’s always worth checking their websites for contact details.

13. I have a membership and want to book.

If you already have a membership, you will need to be logged into your Bath Box Office account in order to access any priority booking or take advantage of any related perks of your membership – the system needs to know it’s you!

14. I want to purchase a membership and take advantage of priority booking for an event/festival.

Add the membership to your basket and then add the appropriate events. If you subsequently remove the membership from the basket without purchasing it, any priority booking or associated discounts will be removed.

15. I have a question not answered here.

Please drop us an email or give us a call (01225 463362) and we will be able to assist you further.

Please note we can only respond during our opening hours.