Phoenix Theatre

Contact Us - Please see our Access Contact Us page for details

Booking Information - Join our Access Membership Scheme to enable online booking for accessible seats, register for any available Access concessions and, for certain customers, reserve Personal Assistant tickets. Details on how to book Access tickets online are on our Booking With ATG Access Membership page

In Person at the Box Office - Please be aware we have TWO Box Offices at The Phoenix Theatre.

The Advance Sales Box Office opens 10am-7pm Monday-Saturday, closed on Sundays. On the day bookings can also be made here until 30 minutes before showtime. This Box Office is located on Charing Cross Road and has level access from the street, but two rather heavy glass doors, which are not automated. Staff inside can assist with doors if needed. There are two windows at the counter, although one may be closed during quieter times. There is no access from this box office into the rest of the theatre.

The Show Time Box Office opens from 90 minutes before the show until curtain up (currently 6pm for evening performances and 1pm for matinees), for bookings and queries related to the immediate performance. This is located on Phoenix Street, just inside the Phoenix Theatre Main Entrance, on the left hand side of the foyer. This box office is one shallow step up from street level with a ramp available on request. Doors will be open, but during busy periods (especially from 30 minutes before showtime), there may be queues, both to enter the theatre and at the box office, and you may be subject to a security bag check before entering. There are two windows at the box office counter. Merchandise and the Foyer Bar can be accessed from here with no additional steps, but access to other areas of the theatre from this Box Office is via steps only, (please see step guides below).

As the counters in both our box offices are relatively high, staff can step out from behind to assist customers, if required. If you require further assistance or information ahead of your visit, our venue Access Lead, Alice, is available to contact via email.

Access Parking - There is no on-site parking available. Phoenix Street, in front of our Main Entrance, is suitable for drop-off and taxis can be hailed from Charing Cross Road. The nearest car park is Q-Park, Chinatown. Approximately a 10-minute walk away, and we offer parking validation at our Cloakroom. Please be aware that although there are disability parking bays on Stacey Street, behind the theatre, these are private bays for residents of Stacey Street only. Blocking these bays may result in a fine.

Access to bars or refreshments - There is a bar on every level of the theatre, but none of our bars have full step-free access. For patrons wishing to purchase drinks, snacks and programmes before the show, or during the interval (if applicable), without steps, we offer an at-seat service as an alternative to visiting the theatre’s bars. Please ask our Access Host or any member of staff in the auditorium for more information.

Foyer Bar - Accessible via our main entrance on Phoenix Street, 1 shallow step up from street level. A ramp can be provided upon request. One bar with two terminals and also the main point of sale for show merchandise. There is no seating in this bar. If you need to wait in the foyer and are unable to stand, please ask a member of staff and a chair can be provided. The Stalls and Dress Circle level are accessed by steps from the Foyer.

Stalls Bar – ‘Icons Bar’ - 13 steps down from Main Foyer, then an additional 3 and then 4 steps down again (7 total) from Stalls auditorium level. One long bar with three terminals. Limited seating available: two low tables with chairs and bar stools with backs, also some low chairs just outside the bar.

Ambassador Lounge - Package bookings only. 13 steps down from Main Foyer, then an additional 5 steps down from Stalls auditorium level. Hosted bar, with low tables, standard height seating. Includes a seat by a table for all party members. Alternative, step-free options for lounge packages are available by pre-arrangement.

Dress Circle Bar – ‘The Rock’ - 21 steps up from the main foyer then an additional 3 steps up from Dress Circle auditorium level. One bar with two terminals, limited seating with standard level tables and chairs, plus standing room. Two low armchairs with a low table just outside the main bar area. There is a piano in the bar, but it is not in use during show incomings. Access to Grand Circle via stairs through a door at the back.

Grand Circle Bar - 51 steps up from Grand Circle entrance on Phoenix Street, or 21 steps up from the Main Foyer then an additional 3 steps, then 22 steps up from Dress Circle Bar (46 steps total). 8 steps down from Grand Circle auditorium level. One bar with two terminals and limited seating: One low table with low chairs and two tall tables with tall stool style seats, plus standing room.

Step Free Access and Wheelchairs - Our accessible entrance is at the side of the building on Flitcroft Street. This gives step-free access from street level to Row A of the Dress Circle (high numbers side), Box C and the accessible toilet. Patrons should come to the Main Entrance on Phoenix Street and request an escort from the Access Host to the step-free entrance, as it must be opened by staff. Please note that there are no lifts in the building and that there is no step-free access to the Stalls, Grand Circle or other areas of the Dress Circle, than those listed above.

Recommended seats - For patrons with limited mobility who need step-free access and wheelchair users wishing to transfer into a theatre seat, Dress Circle Row A has level access from Flitcroft Street. A28 is a fixed seat on the end of the row, which may be used to transfer into with no steps. If it is comfortable to navigate two to four steps, seats in row B and C are also recommended. There is an increase of two shallow steps (with a handrail) per row.

We recommend choosing seating closer to the left end of the row (high numbers) as these are much closer to our accessible entrance. Moving further along the row requires navigating the narrow space between seats, or navigating up to 18 steps up to the top of the Dress Circle and the same number back down the centre or far side aisle. Seats right up to the end of the row (number 28), are clear view seats, with no restrictions.

For wheelchair users who wish to remain in their own chair, Box C contains space for two wheelchair users or one wheelchair user and one companion/personal assistant. The corridor to Box C is 90 cm wide and the door to Box C is 78 cm wide and there is one relatively tight turn involved. For larger motorised wheelchair and mobility scooter users, please check the dimensions of your chair/scooter prior to booking. There are two unfixed seats in the box, without arms that can be removed as required. Please be aware that Box C carries a view restriction, of up to 25% on the left side of the stage. In Come From Away, most of the action happens centre stage, so the impact of this restriction is relatively little.

Wheelchairs and other mobility aids (such as walking frames) can be looked after by the venue during the performance and returned to patrons at the end of the performance, or at the interval (if applicable). Please be aware that wheelchairs and mobility scooters from patrons who are transferring to seats will be stored safely in our main foyer during the performance, as there is no space to safely store them in the auditorium.

Charing Cross Road Rotunda Entrance - Please be aware that this is NOT the main entrance for the Phoenix Theatre, the main entrance is around the corner from here, on Phoenix Street. However, this may sometimes be used as an additional exit or point of entry for busy performances. This entrance is on street level, but access to or from other parts of the theatre is via stairs only. 16 steps down to the Stalls level or 18 steps up to the Dress Circle level, both with handrails. There is no access to the Grand Circle from here.

Accessible Toilets - The accessible toilet is on the Dress Circle level in the Royal Room. There are no steps to this toilet from the accessible entrance on Flitcroft Street, Box C or Row A of the Dress Circle, but there are 2 slightly awkward turns. This is a gender-neutral toilet and its own enclosed space, including the basin, with a lockable door. Patrons must negotiate stairs to access any of the other toilets, steps are counted either up or down from our Main Entrance on Phoenix Street.

Stalls - 13 steps down, then Ladies are 7 steps down and 3 steps up, right and left of Phoenix Icons Bar. Gents are at the rear of Stalls corridor - high seat number side.

Dress Circle - 21 steps up to Dress Circle Level. Gents on same level as bar, 3 steps up from Dress Circle level, Ladies are 18 steps up from Dress Circle Level or through the back of the Dress Circle to the far side, on the same level as the top of the Dress Circle. This toilet also contains one larger self-contained cubicle with lowered sink and grab rails and one standard sized cubicle with grab rails and outward opening door.

Grand Circle - 51 steps up, then ladies are the same level as Grand Circle and Gents are in Grand Circle bar (8 steps down).

Step Information By Level - Main Entrance & Foyer - The main entrance to the theatre is on Phoenix Street. The Foyer bar, Merchandise and Collections Box Office are one shallow step up from street level. A ramp for wheelchair users can be provided on request. The Stalls and Dress Circle are reached via stairs from the Main Entrance.

Stalls - There are 13 steps, with a handrail, down to the Stalls from the Main Entrance. There is no lift and the Stalls can only be accessed on foot. There are exits at the rear of all aisles, which slope gently towards the stage and are all at least 1 metre wide. Once reached, most of the Stalls level is flat, but patrons will have to negotiate 3-4 additional steps, down and up, to reach bars and toilets.

Dress Circle - There are 21 steps, with a handrail, up from the Main Entrance to the Dress Circle, with no lift. Entry to the dress circle via this route is from the rear and there are exits at the rear of the Dress Circle on both sides, but not in the centre. The aisles in the Dress Circle are steps which run down from the back (Row K) to the front (row A). There are 18 steps in these aisles, two per row. There are handrails on the side aisles but not the centre aisle steps. Side aisles are approximately 1 metre wide, the centre aisle is approximately 90cm. The bar is an additional 3 steps up from the back of the Dress Circle. The front of the Dress Circle can be accessed from street level via our accessible entrance on Flitcroft Street, for step-free/reduced step-seating in Box C and Rows A-C. (see recommended seats).

Please be aware that for busy performances, the rear aisle of the Dress Circle is sold as Standing Room. This is also a suitable area for patrons to stand who may have difficulty sitting for the whole performance.

Grand Circle - The Grand Circle Entrance is on Phoenix Street, to the immediate left of the Main Entrance. There are 51 steps up from the street to the Grand Circle, or 21 steps up from the Main Foyer then an additional 3 steps then 22 steps up from Dress Circle Bar (46 steps total). There is no lift and the Grand Circle can only be accessed on foot. All stairs have handrails. Entry to the Grand Circle is from the rear. The aisles in the Grand Circle are steps which run down from the back (row J) to front (row A) there are 24 steep steps with handrails. Aisles are all approximately 1 metre wide but narrow to 85cm on Row A.

Please be aware that for busy performances, the rear aisle of the Grand Circle is sold as Standing Room. This is also a suitable area for patrons to stand who may have difficulty sitting for the whole performance. The Grand Circle is not suitable for patrons with Vertigo.

Auditorium Seating & Legroom - All auditorium seats are the same size and type with folding seats which spring back against the backrest and are separated from the next seat by a single, shared armrest. Approximate Auditorium Seat Dimensions - Seat height from floor: 40cm. Seat Depth: 40cm. Seat Width: 44cm. Backrest height: 50cm

Legroom is better in the Stalls, with less space in the Dress and Grand Circles, due to stepped seating. Otherwise, aisle seating is recommended. Stalls Row J is indented at either end, meaning optimum legroom is in K1 and K28.

Box Seating (Box B and Box C) - Boxes contain two removable, loose seats with no armrests. Approximate dimensions - Seat height from floor: 44cm. Seat Depth: 48cm. Seat Width: 56-58cm (seat is wider towards the front). Backrest height: 50cm.

Box B is situated on the right side of the auditorium and is only accessible via steps, but is useful for patrons who may be more comfortable in our loose seating or a more private setting. Box C is situated on the left side of the auditorium and is reserved for wheelchair users who wish to remain in their wheelchair. Both boxes carry a view restriction of up to 25% of the closest side of the stage. In Come From Away, most of the action happens centre stage, so the impact of this restriction is relatively minor. Boxes have excellent legroom, as the seats can be moved.

Aisles, Stairs and Corridors - All levels of the auditorium have an aisle in the centre and on either side of the seating blocks. The aisle has a gentle slope in the Stalls, and steps down in the Dress and Grand Circles. All aisles are a minimum of 90cm wide. All entry to the auditorium is from the rear of each level and the Dress and Grand circles have a rear aisle which also serves as standing room during busy performances. All stairwells and corridors are at least 1m wide. All stairs/steps have handrails and stair nosing.

Access Performances - All upcoming Audio Described, Captioned, BSL Interpreted and Relaxed performances are listed on our Assisted Performances page.

Visual Impairment Services – Information about our venue’s audio description, touch tours and other visual services can be found on our Visual Impairment Services page. For patrons with visual impairments, wishing to sit close to the stage, please be aware that for Come From Away, Stalls row AA, A and B will require you to look up. Rows AA and A also carry a view restriction, due to this. These three rows are also not in range for the Sennheiser sound amplification system. The two seats on the far ends of Stalls row AA through to F also carry a side restriction. Seats in row AA are held by the box office as Day Seats and are not available to book in advance. For Audio Described performances, you can sit anywhere in the Stalls or Dress Circle that is available to book, as we use VocalEyes own radio headsets, but we recommend Stalls D-G or Dress Circle A-E.

Hearing Impairment Services – Information about our venue’s hearing enhancement systems, signed performances and other hearing services can be found on our Hearing Impairment Services page. A Sennheiser Infra-red sound amplification system in use in the Dress Circle and Stalls levels of the auditorium. Neck loops (for use with a compatible hearing aid) or headsets can be collected from our Access Host on arrival, or by asking any member of staff. Recommended seats: Centre Stalls K-D and Centre Dress Circle A-E. Access rates are available on these seats. Stalls Rows AA, A and B and seats in Rows L backwards are out of range, as are rows F backwards in the Dress Circle. Some seats towards the far ends of rows in the Stalls and Dress Circle may also be out of range. Any seats in the Grand Circle will not be in range.

Content Warnings - Trigger warnings - Discussion of plane crashes, terrorism and death. Special effects - No strobes or flashing lights. One camera flash towards the end of the performance.

If there are specific effects or themes you’d like to be made aware of, or require specific timings for, please email our venue Access Lead.

Sunflower Lanyards and Hidden Disabilities - The Phoenix Theatre participates in the Sunflower Lanyard Scheme, which offers visitors with hidden disabilities the opportunity to wear a sunflower lanyard whilst visiting the venue, as a discreet way to alert staff that they may need additional time or support. Anyone who feels they may benefit from a sunflower lanyard may use one, we do not ask for proof of eligibility.

If you wear a Sunflower Lanyard to the theatre, you may be approached by our venue Access Host, who will ask if there is anything they can do to assist you during your visit. Please let them know how we can best support you, if required. If no assistance is required, please let them know and they will not ask you again.

We can supply visitors with a sunflower lanyard, or you are welcome to bring your own, if you have one. Lanyards can be collected from our Advance Box Office on Charing Cross Road, up to a week before your visit, or by asking any member of staff when you arrive for the show.

Lanyards are offered free of charge and can either be kept, or returned to a member of staff at the end of your visit. For more information on the Sunflower Lanyard Scheme, please visit hiddendisabilitiesstore.com.

Additional Show Information

Come From Away - Show Starts: 7:30pm for evening performances, 2:30pm for matinees.

Running Time: 1 hour, 40 minutes

THIS SHOW HAS NO INTERVAL

Latecomers to the show will be able to watch the performance on a screen in our main foyer until our latecomers call, an appropriate moment when they will be shown to their seats by staff.

Patrons who need to leave the auditorium during the performance can do so, but may be asked to wait a few minutes by staff to re-enter during an appropriate moment.

The Main Entrance Bars, foyers and Show Time Box Office open from 1 and a half hours before the show starts. (6pm for evening performances, 1pm for matinees).

The auditorium opens approximately 45 minutes prior to showtime. It is recommended that patrons who require entry via our step-free entrance arrive at or after this time, as our accessible entrance leads directly into the auditorium, and they may have to wait if they arrive earlier.

Useful Links - For any resources such as Visual Story or links to our Euan's Guide page, please see our Additional Resources.

Further Information and Questions - Details of company-wide Access Services are available in our Access Section. Any other questions please see our FAQ’s.