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

By phone via our Contact Centre: 03330 095 399

In Person at the Box Office:

We have two box offices and opening times vary.

Charing Cross Road Foyer – Podium to left inside café entrance.

Level access from street, one member of staff. There is level access to the café/bar/ambassador lounge/merchandise and toilets, including an accessible toilet. Dress Circle Row K is accessible from here with no stairs, via a lift.

Opening Hours: Monday: 10:00am-6:00pm

Tuesday, Wednesday and Thursday: 10:00am-7:00pm

Friday and Saturday: 11:30am-1pm & 5:30pm-7:00pm

Sunday: 1:30pm-3:00pm

Phoenix Street Foyer – To the right inside foyer entrance.

This box office is one shallow step up from street level, with a ramp available on request. Two box office windows, with two members of staff, although only one may be open some of the time.

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).

Opening Hours: Monday – Closed

Tuesday, Wednesday and Thursday: 5:30pm-7:00pm

Friday and Saturday: 10:00am-7:00pm

Sunday: 10:00am-3:00pm

As both box offices are situated inside an entrance to the theatre, during busy periods (show incomings and outgoings), especially in the last 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.

The counters in both our box offices are relatively high, staff can step out from behind to assist customers, if required.

Venue Accessibility

Access Host

The Access Host is a member of our Front of House team who is there specifically to assist and guide patrons with access requirements during your visit to the venue. If you would like their assistance, please ask for the Access Host on arrival. Sometimes, there may be a short wait for the host whilst they are assisting another patron. Occasionally, there may not be a dedicated Access Host available, in which case, another member of staff will be able to assist.

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 from the venue, a 15% discount with on pre-booked parking is available at https://www.q-park.co.uk/en-gb/atg

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.

Assistance and Guide Dogs are welcome and can be looked after by the theatre staff during the performance if requested in advance or on arrival. If you would like your dog to stay with you, please contact us prior to booking so we can ensure your seats have suitable space for your dog. Please also check the show information for any trigger warnings. Please bring any information including toileting instructions for staff taking care of your dog as well as any items needed to settle them, such a toy, blanket or treats. We may be able to accommodate other types of assistance animals, providing they are fully trained, but please check with us before booking if you have not previously visited us with your assistance animal.

Accessible Toilets:

There is an accessible toilet inside the Charing Cross Road Café entrance, which can be reached with no stairs from street level.

There is also an accessible toilet at the rear of the Dress Circle, accessible with no stairs via a lift from the Charing Cross Road Café entrance.

An older accessible toilet is situated on the Dress Circle level in the Royal Room. There are no stairs to this toilet from the accessible entrance on Flitcroft Street or Row A of the Dress Circle, but there are 2 slightly awkward turns and corridors are narrow. Due to its age and use of the Round Room for other purposes, this toilet is not guaranteed to be available. In this instance, patrons requiring an accessible toilet seated in the front of the Dress Circle are recommended to use the accessible toilet in the Charing Cross Road Café entrance, before the access host escorts them to the Flitcroft St entrance. Hosts will also be on hand during the interval to show patrons back to the accessible toilet in the Charing Cross Road Café entrance via the stair-free route.

Our accessible toilets are all gender-neutral and are their own, enclosed space, including the basin, with a lockable door.

Patrons must negotiate stairs to access any of the other toilets, stair 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).

Access to bars or refreshments:

There is a bar on every level of the theatre. For patrons wishing to purchase drinks, snacks and programmes before the show, or during the interval (if applicable), without stairs, 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 (Charing Cross Road)

Step-free directly from Charing Cross Road. One bar with 3 terminals, as well as a merchandise sales point. The VIP Lounge is also situated in this area. There are seats, standard ladies’ and gents’ toilets and a gender-neutral, accessible toilet. This foyer has a lift that takes you to the rear of the Dress Circle. The Stalls and Dress Circle are also accessible from this foyer, via stairs to each. The Grand Circle is not easily accessible from this entrance, and we encourage patrons to enter via Phoenix St.

Foyer Bar (Phoenix St)

Accessible via Phoenix Street, 1 shallow step up from street level. A ramp can be provided upon request. One bar with two terminals. 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 only from here.

Stalls Bar – ‘Icons Bar’

13 steps down from Phoenix St Foyer, then an additional 3 and then 4 stairs 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

We have two exclusive lounge spaces in our theatre, offering pre-purchased packages for food and snacks, including individual table seating per party and table service. One lounge is accessible, stair-free from our Charing Cross Road entrance, via the Café with an accessible toilet nearby. Accessing our other lounge requires navigating 19 stairs from our Phoenix Street Foyer or 22 stairs from our Charing Cross Road entrance.

If you have purchased a lounge package and require limited or stair-free access, please contact us at the time of booking to ensure we reserve you a space in our stair-free lounge.

Dress Circle Bar

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 low table just outside 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 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.

Busy Areas, Queuing and Breakout/Chillout Spaces

Busy Areas & Suggested Arrival Times

The theatre bars and foyers can get busy and crowded before and after the performance and at the interval. These spaces open from 90 minutes prior to the performance.

We recommend arriving earlier in this time, if you wish to purchase merchandise, drinks and snacks or look around the foyer spaces before they become busy. This also gives you the best chance of securing a table in our bars.

Alternatively, if you prefer to go straight to your seat on arrival, please arrive 30-20 minutes prior to the start of the performance. Please be aware there may be queues at this time to enter the venue and for toilets, bars and other amenities.

All bar and foyer areas are likely to busy during the interval. We recommend pre-ordering interval drinks before the show or making use of our At-Seat Service for drinks and Snacks.

Queuing

The Phoenix Theatre recognises Nimbus Access Cards and Can’t Wait cards for patrons who may be unable to stand in queues and/or may need urgent access to a toilet.

Breakout/Chillout Spaces

If you, or a member of your party require access to a quiet space, away from other patrons, we may be able to offer space in our Round Room, located off the Dress Circle auditorium. If you require the use of a break-out space, please contact the venue to check if this is possible, before booking so this can be reserved for you, as we cannot guarantee the space will be available on the day if not pre-booked.

Recommended Seating by Access Requirement

Vision Impairment

Recommended seats:

For patrons who are vison impaired, wishing to sit close to the stage, we recommend seats in Stalls Rows C-E

Front Row Stalls Seating – Row B

Seats in the Stalls Front Rows may not be available to purchase in advance, as they may be held by the Box Office as Lottery Seats. This will vary depending on the show. Please check with the Box Office for more information on this, including any view restrictions.

Hearing Assistance

Hearing Assistance

Sennheiser Mobile Connect hearing assistance is available in the auditorium, accessible via a mobile device and headphones/hearing aid. You can download the Mobile Connect App and use your own device and headphones/hearing aid, or venue devices and headsets for your visit can be borrowed on request.

Recommended seats:

For patrons who need to sit close to the stage in order to lip-read, or for whom being closer makes it easier to hear without assistance, we recommend seats in Stalls Rows C-E.

Front Row Stalls Seating – Row B

Seats in the Stalls Front Rows may not be available to purchase in advance, as they may be held by the Box Office as Lottery Seats. This will vary depending on the show. Please check with the Box Office for more information on this, including any view restrictions.

Level or Stair-Free Access:

Our Charing Cross Road Foyer is on street level and provides a café space during the day, including a merchandise stand and box office, except Fridays and Saturdays. During show incomings and intervals this space serves as a bar and our Ambassador Lounge. The box office will also be open before the show. This foyer has stair-free level access from the street and has toilets, including an accessible toilet. There is also access to the rear of the Dress Circle via a lift this foyer, so all seats in Row K of the Dress Circle are stair-free.

We have an older, accessible entrance on Flitcroft Street. This gives stair-free access from street level to Row A of the Dress Circle (high numbers side), Round Room and older accessible toilet. Patrons should come to the foyers on Phoenix Street or Charing Cross Road and request an escort from the Access Host to the stair-free entrance, as it must be opened by staff. The seats in Row A are only available by request prior to booking, and subject to availability. We feel our new accessible facilities and stair-free seating in Row K offer a better experience to patrons and therefore no longer offer Row A as a recommendation.

Please note that there is no stair-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 stair-free access and wheelchair users wishing to remain in their wheelchair or transfer into a theatre seat, Dress Circle Row K has stair-free access via lift from Charing Cross Road.

Dress Circle K1-2, 13-14, 15-16 and 27-28 may be removed to accommodate a single space for a wheelchair user remaining in their wheelchair. An essential companion can be seated next to the space in K3, 12, 17 or 26.

The maximum wheelchair dimensions these spaces can accommodate is 90com Wide x 140cm Long, with a max. Weight of 400kg. Please check the dimensions of your chair/scooter prior to booking.

For wheelchair users wishing to transfer to an auditorium seat, we can arrange for seats to be kept in in K1, 14, 15 or 28 on the end of the row, with the essential companion seated next to them in K2, 13, 16 or 27. These seats can also be used for patrons who are not wheelchair users, but still require stair-free access, as can any seat in Row K of the Dress Circle.

If it is comfortable to navigate stairs of 2-4 steps, seats in row J and H are also recommended. There is an increase of two shallow steps down (with a handrail) per row.

Please note, if no access price seat options are showing available for online booking with the correct access membership, please contact the venue or access line, as we may need to change the seat configuration for you to complete your booking at the access rates. This may also be due to availability, so it is also best to have an alternative date in mind when getting in touch.

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 foyer during the performance, as there is not space to safely store them in the auditorium.

Stair Step Information By Level

View as a Table here.

Main Entrance & Foyer

The main entrance to the theatre is on Phoenix Street. The Box Office, Foyer bar and Merchandise 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.

Charing Cross Road Café Entrance

Our new entrance on Charing Cross Road has stair access via 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. There is also stair-free access to Row K at the rear of the Dress Circle, via a lift.

Stalls

There are 13 steps, with a handrail, down to the Stalls from the Main Entrance. There is no lift to this level and the Stalls can only be accessed via stairs. 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 3-7 additional steps, down and up, to reach bars and toilets.

Dress Circle

There are 21 steps, with a handrail, up from the Phoenix St Foyer to the Dress Circle, with no lift. Entry to the Dress Circle via this route is from the rear and there are exits via stairs at the rear of the Dress Circle on both sides, including a lift from street level, but not in the centre. The aisles in the Dress Circle are stairs which run down from the back (Row K) to the front (row A). There are 18 steps in these stairs, two per row. There are handrails on the side aisles but not the centre aisle. Side aisles are approximately 1 metre wide, the centre aisle is approximately 90cm. The bar is an additional 3 steps up from the rear of the Dress Circle.

The rear of the Dress Circle can be accessed via a lift from street level (no stairs) via our Charing Cross Road Foyer.

Stair-free seating in row K, reduced stair seating in rows H-J. (see recommended seats).

Please be aware that for busy performances, the rear of the Dress Circle, behind Row K, 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 Phoenix St Foyer. There are 51 steps up from the street to the Grand Circle, or 21 steps up from the Phoenix St Foyer then an additional 3 steps then 22 steps up from Dress Circle Bar (46 steps total). There is no lift to this level and the Grand Circle can only be accessed via stairs. All stairs have handrails. Entry to the Grand Circle is from the rear. The aisles in the Grand Circle are stairs 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 of the Grand Circle, behind Row J 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.

Access Performances:

All ATG Audio Described, Captioned, BSL Interpreted and Relaxed performances, with booking links, are listed on our Assisted Performances page.

Audio Described Performances

For Audio Described performances of Stranger Things: The First Shadow, we recommend Stalls C-F.

Captioned Performances

For Captioned performances of Stranger Things: The First Shadow, caption screens are usually fitted on the front of Box D, to the left of the stage, on the Dress Circle level. Seats towards the front and centre-right side Dress Circle are recommended for the best view of both the Caption screen and the stage. If you are registered with the ATG Access Scheme for Captioned performances, please use the designated seating for Captions only when booking online and if not registered we suggest contacting us prior to booking as the Caption screen is not guaranteed to be visible from seats elsewhere.

BSL Interpreted (Signed) Performances.

For BSL Interpreted (Signed) performances of Stranger Things: The First Shadow, the Interpreter will be positioned in Box D, to the left of the stage, on the Dress Circle level. Seats towards the front and centre-right side Dress Circle are recommended for the best view of both the Interpreter and the stage. If you are registered with the ATG Access Scheme for BSL performances, please use the designated seating only when booking online and if not registered we suggest contacting us prior to booking as the Interpreter is not guaranteed to be visible from seats elsewhere.

For all access performances, recommended seats will be available for online booking by access members with the relevant requirements, or please check directly with the venue Box Office, to advise, before booking.

Content/Trigger Warnings & Age Guidance - Stranger Things: The First Shadow

Age Guidance: The play is set within the world and mythology of Stranger Things. A good guide would be to check if you and your party are comfortable with the level of content within the TV show. We would recommend 12+. Under 5s not permitted. Under 16s must be accompanied by an adult.

Content and Effects:

THIS PRODUCTION CONTAINS GUNFIRE AUDIO, LOUD NOISES AND EXPLOSIONS, HAZE AND SMOKE, FLASHING LIGHTS, STROBE EFFECTS AND STRONG LANGUAGE. THERE ARE DEPICTIONS OF VARIOUS MENTAL HEALTH CONDITIONS AND DISORDERS.

Trigger Warnings:

The depictions of various mental health conditions and disorders includes PTSD, imagery of seizures, medical drug use, needles and use of theatrical blood.

There will be moments of extreme distress, shock and tension, references to child abuse, animal brutality, alcoholism, violence, bereavement and death. These themes are not just suggested but will be portrayed at times in the production realistically and/or emotively, which some viewers may find disturbing. There are also themes of adoption which some viewers may find uncomfortable, due to the context in which it is presented.

If there are specific effects or themes you would like to be made aware of, or require specific timings for, please contact the venue prior to booking.

Additional Show Information - Stranger Things: The First Shadow

Running Time: 3 hour and 15 minutes, including one 20 minute interval.

Latecomers:

Latecomers will be asked to watch on a screen in the foyer and admitted to their booked seats at specific points throughout the performance. Patrons who leave the auditorium may be asked to wait and watch on the screen until staff advise of a suitable moment for them to return to their seats. In some instances, this may mean waiting until the interval or the end of the show.

Venue Opening:

Foyers and bars open from 90 minutes before the show starts, for ticket holders only. The box office is open from 10am on Charing Cross Road (Mon-Thurs) and Phoenix Street (Friday-Sunday). The Charing Cross Road Café is open to the public from 10am Monday-Thursday.

The auditorium opens approximately 30 minutes prior to showtime. It is recommended that patrons who require entry via our Flitcroft St entrance arrive at or after this time as this entrance leads directly into the auditorium, and they may have to wait if they arrive earlier.

Sunflower Lanyards and Hidden Disabilities

The Phoenix Theatre participates in the Sunflower Lanyard Scheme, which offers visitors with hidden disabilities the option 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. Lanyards can be collected from our Box Office, 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 https://hiddendisabilitiesstore.com/

Additional Venue Accessibility Information

Auditorium Seating

All auditorium seats are the same size and type with folding seats which spring back against the backrest and 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 by one seat at either end, meaning optimum legroom is in K1 and K28.

Box Seating

Box seating is not available for Stranger Things: The First Shadow.

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. Except on the centre aisle of the Dress Circle, which has no handrails.

Useful Links - For any resources such as Symbol Resources 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.