Frequently Asked Questions


Frequently Asked Questions

1. If the cardholder cannot come to collect the tickets what can we do?

The cardholder must write the person collecting the tickets a letter of authorisation clearly stating the booking reference number, the name of the person collecting and the last 4 digits of the payment card. The person collecting must also bring some form of ID ie. Passport/ Drivers Licence.

2. I have lost my tickets. Can I get them replaced?

We can usually issue replacement tickets for seated events if you contact the box office in advance. These can either be posted or kept at the box office for collection on the night.


3. Why is there a booking fee?

Booking fees have become industry standard across independent venues such as the Guildhall. Many venues have decided to close their Box Office operations and outsource their ticketing to national ticketing agents. The result of this means even higher costs being passed on to the customer and the loss of personal service and venue knowledge that in-house Box Offices are able to give.

As of April 2013, legislation has changed that means we need to charge the same booking fee regardless of payment method. Booking fees are calculated as 10% of the ticket value for commercial events, 8% for community events and 5% for Bournemouth Symphony Orchestra concerts. This fee contributes to our ticket retail, distribution and technology expenses and helps us cover the costs of getting your tickets to you. It also helps us to exist as an effective business, which in turn allows us to reinvest in our charity, the Portsmouth Cultural Trust, our technology and the services we provide.

4. What time do you open? Are you open on Sundays, evenings etc.?

The Box Office is opening during the following times:

Monday to Friday 9am - 6pm

Saturday 10am - 4pm (later on performance days)

Sunday and Bank Holidays from one hour before performance.

Tickets can be booked on-line 24 hours a day.

5. Why has it taken me so long to get through on the phone?

Due to the volume of other customers trying to get through at the same time, this sometimes happens when a popular show goes on-sale.

6. Do you accept American Express?

No, we accept Visa, Mastercard, Delta and Switch.

7. Do you charge postage?

We charge £1.50 postage fee per transaction. As an alternative you could choose for the tickets to remain in care of the box office for collection during opening hours or on the day of the event.

9. Which are the best seats?

This depends on personal preference but the front of the circle is considered to be the best area in the concert hall. If you want to get as close as possible to your favourite performer then you’ll prefer the front of the stalls.


Portsmouth Guildhall Seating Plan with seat numbers

« Return to Services