COVID-19

Updates regarding COVID-19

Current Status: In line with government guidelines, Brio Leisure sites are open and Brio Entertainment venues are also open and working towards running events from September.

We’ve got a number of safety measures in place for our entertainment events, including a requirement for a Covid pass, you can find more info below.

Please keep an eye on our website and social media for further updates on our shows, for any upcoming changes to booked shows we will contact the ticket holder directly.

FAQs – Bookings, cancellations and refunds

Will I need to show COVID status entering the venue?

Yes you will need to show this in line with current public health advice.

For entry you will need to show one of the following:

  • ​Proof of a negative NHS Rapid Lateral Flow Test (test to be taken within 24 hours prior to attending the event at the venue); or
  • Proof of full vaccination – both doses received (with the second at least 14 days prior to the arrival at the venue); or
  • Proof of natural immunity based upon a positive PCR test within 180 days of arrival at the venue (and after the 10-day self-isolation period following the result).

Are your events at Brio Entertainment still going ahead?

Our events are all currently on sale on our website, some of these may operate at reduced capacity.

If in the event, a future event you are attending has been cancelled or postponed due to Covid-19, we will contact ticket holders directly with further information.

My event has been cancelled because of Covid-19 can I get a refund?

Yes, if your event has been cancelled because of Covid-19 you will get a refund.

If you booked direct with us or through TicketSource, the full ticket price and booking fee will be refunded, but this excludes any delivery charge, refund protection or telephone service fee.

 

How long does it take for my refund to be issued?

If you booked online through TicketSource, refunds are usually issued within five working days – please note in busier periods this may take slightly longer. If you booked with the venue, one of the Box Office team will be in touch to arrange your refund.

My event has been rescheduled because of Covid-19, do I need to do anything?

If you can make the new date, all you need to do is hold onto your original ticket and no further action is required. If you can’t make the new date, you can email boxoffice@brioleisure.org to arrange a refund.

Your refund will include the booking fee, but will exclude any delivery charge, refund protection or telephone service fees.

What about future events that haven’t been cancelled or postponed?

We are working closely with our event organisers and producers to find alternative dates for some events later in the year. We may need to switch off ticket sales in the short term whilst we find an alternative date.

If in the event, a future event you are attending has been cancelled or postponed due to Covid-19, we will contact ticket holders directly with further information.

Will I be entitled to a refund if I can’t attend an event because I have Coronavirus?

If you have opted for TicketSource Booking Protection when booking tickets, you may be entitled to a refund if you have tested positive and can provide evidence for this.

More information on TicketSource Booking Protection can be found here.

What if I have symptoms of Covid or have been told to isolate?

If you have symptoms of Covid-19 or have been told to isolate we would ask that you please do not attend the venue.

Please email boxoffice@brioleisure.org and we can arrange a refund for you if you can’t make it in this case.

I don’t want to attend an event because I am concerned about Coronavirus, can I get a refund?

No, unfortunately refunds will not be issued in this case. At Brio Entertainment we want to make sure everyone can enjoy a show when they come visit us. We will have strict cleaning measures and guidelines in place to ensure that our audiences feel safe and comfortable whilst visiting our venues.

Please note, if you made your original booking for an event that was scheduled prior to 18th March 2020 that has been postponed, you will be eligible for a refund. Please contact the team on boxoffice@brioleisure.org who will be able to arrange this.

 

FAQs – Attending Covid Secure Events

Will seating be socially distanced?

For our shows in September and October, seats booked before Friday 20 August will be socially distanced, any seats booked after this date will not be subject to this.

Shows from November onwards have been on sale at full capacity.

We may in some cases release more seats if restrictions ease.

Are there any changes to arriving at and entering the venue?

We’ll ask you to use the entrance point nearest to your seat. We may stagger arrival times to enable social distancing on entrance. We’ll let you know all of the details by email one week before show date.

You will be asked to sanitise your hands on arrival and have your tickets ready on a phone or tablet.

How do I prove a negative NHS Rapid Lateral Flow Test?

You can prove a negative NHS Rapid Lateral Flow Test by doing the following:

You must report your COVID-19 NHS Rapid Lateral Flow Test result online, by visiting COVID-19 NHS Rapid Lateral Flow Test result.

OR use this link: https://www.gov.uk/report-covid19-result.

You can also report your test result by calling the phone number in your test kit’s instructions, NHS 119 (England, Wales and Northern Ireland) or Scotland 0300 303 2713.

You will need to demonstrate your negative NHS Lateral Flow Test result by showing us one of the following: 

  • Text OR email confirmation of your result.
  • OR by using the NHS COVID Pass, available through the NHS App.
  • OR as a letter that can be requested by ringing NHS 119 (England, Wales and Northern Ireland) or Scotland 0300 303 2713.

Will everyone need to take a Lateral Flow Test?

We request that all attendees take a Lateral Flow Test within 24 hours before the event.
This is important even for individuals who are fully vaccinated or have natural immunity as they may still be infected.

How do I prove that I am fully vaccinated?

We can accept vaccine cards issued at vaccination centres as proof of vaccination.

Please use the NHS COVID Pass to show your vaccination status using the NHS App or the NHS website to download it as a PDF or get it sent to you in an email.

You can also get a paper version (vaccination status only – not test results – 2 weeks after having a full course of the vaccine) sent to you in the post. You do not need to be registered with a GP surgery or have an NHS login for this. You can get a letter (within 5 working days) by requesting a COVID Pass letter online or calling NHS 119.

How can I prove natural immunity?

Please use the NHS COVID Pass to show your positive PCR test within the past 6 months using the NHS App or the NHS website, after you’ve finished self-isolating and up to 180 days after taking your test.

Will I need to wear a face covering?

Whilst this is no longer a legal requirement, for the safety of our staff and other customers we would appreciate if you would wear a face covering.

We want all our customers to have an enjoyable experience, so we would ask that you wear face coverings on arrival and whilst moving throughout the venue, including accessing the toilets and bar facilities. You can remove your face covering to eat and drink whilst sat in your seat.

Are you operating test and trace at the venues?

Yes. We ask all customers to ensure they have downloaded the NHS Covid 19 Test and Trace app on their mobile devices before they arrive at the venue. QR codes will be on display at all entrances and customers will be asked to check-in to the venue via the app.

What extra measures are you taking to prevent the spread of the virus?

We have enhanced all cleaning, before, during and after your visit. Fresh air ventilation systems are in use throughout all events and we will be monitoring air quality. Regular cleaning will be in place across all toilets and public areas. You will see hand sanitiser units throughout the venue which we encourage you to use frequently throughout your visit and prior to entering the venue. We also ask you to wash your hands regularly for at least 20 seconds.

How will I know which restrictions apply to my event?

If you have bought your tickets with us direct or via TicketSource, we will send you all the information you need to know about your visit in advance via email, including door times, show times and arrival entrance.

We’ll also update you on any food and drink offers for your event. Also keep an eye on our social channels for all the latest updates and event info.