Frequently asked questions

With over 100,000 sq feet of immersive set filled with epic and intricate design, state of the art sound, and cinematic lighting, we are the ultimate event space, unlike anything else in the world. Redefine workshops, training and launches with hire and canapé packages or host the ultimate party with an exclusive show buy-out.

The impossible is possible with Punchdrunk.

For more information email [email protected]

All policies and protocols are under constant review by our Health & Safety Team. Due to the unique nature of the experience, we expect our Covid prevention measures to be stricter than current government guidance. Please consider your fellow guests who may live with or care for a vulnerable person.

Failure to comply with the below may mean you are not permitted to enter the venue. In this circumstance an exchange or refund will not be possible.

If you have symptoms of COVID-19 do not attend and contact Punchdrunk’s Box Office via [email protected] to rearrange your ticket. If you have booked via an agency such as TodayTix please contact their customer service team. On proof of a positive test result, tickets can be exchanged up to three hours before the performance. If you have recently tested positive and are asymptomatic, we ask that you only attend the show once you have tested negative.

MASK WEARING
To ensure your safety and that of our performers, audiences are required to bring a face covering and wear this for the duration of the performance, unless they are exempt. We recommend a KN95 or FFP2 grade mask which is widely available online and in chemists. This will be worn alongside the Punchdrunk mask which has been adapted to accommodate face coverings.

WHAT WE’RE DOING
We’re committed to keeping our performers, staff and audiences safe. Everyone working on the show is required to undergo regular testing and enhanced cleaning of the site and set is in place.

Our Front of House Stewards and Crew wear KN95 masks at all times and we have adapted the audience mask to ensure that it is compatible with the wearing of face masks at the same time. We have a stringent cleaning regime for all masks.

This production is suitable for ages 16+.

There will be no admittance to anyone who, if asked, cannot provide photographic ID proving that they are over 16.

Guests aged 16 and 17 must be accompanied by a responsible guardian. The Box Office will issue a lanyard which they must wear during their visit to be identified to performers and staff. There is a bar that features as part of the performance, which under 18s can only visit in the company of their parent or guardian.

Please note this production contains blood, nudity and scenes that some may find distressing.

This is a promenade production and comfortable footwear is recommended including no heels or open toe shoes. There is no dress code however in the hot weather the buildings can be very warm so we suggest dressing light. Please note you will have to leave coats and bags in the cloakroom for an extra charge (see details below).

We ask all audiences to wear a Covid mask. On top of this you will wear one of Punchdrunk’s signature theatrical masks. This will give you anonymity throughout the performance to help you feel empowered to explore, and also make you distinguishable from the performers. These masks can be taken off in the bar area. Your Punchdrunk mask will be provided on entry and collected on exit. It will fit over most glasses. If you have the option, wearing contact lenses is recommended.

Bags are not permitted within The Burnt City, including small bags such as bum bags (fanny packs).

The cloakroom is available for an extra charge if you need to leave items behind. This is complimentary for VIP and Premium ticket holders. Space is limited so we advise against arriving with luggage.

Please note that the only exception is for medical reasons. Anything you need to access in order to safely experience the show can be taken in, for example medical devices or sugary snacks.

Cameras and mobile devices are not permitted. If you do not want to leave your mobile in the cloakroom, it will be locked in a small bag that you can carry with you.

The bar and VIP Lounge (Peep) can be found in the backstreets of Troy. The Peep bar opens at 6pm for you to enjoy a drink before your allocated time slot. Peep remains open after the performance except for matinees.

Please note, from 18th April:

The main Peep bar will be open to premium ticket holders any time from 6.30pm.
The VIP bar will be open to VIP ticket holders any time from 6.30pm.
Standard ticket holders can access the bar from 15 minutes before their chosen performance slot.
All ticket holders should ensure they arrive 15 minutes before their chosen performance slot.

We operate a Challenge 25 policy and a contactless payment system. No cash is accepted on site and you are advised to bring a physical payment card.

A small selection of bar snacks will be available but there is no kitchen on site and we recommend visitors eat before they attend.

If you would like to enquire about any lost property at The Burnt City – please fill out the form by clicking HERE and we will get back to you as soon as possible.

This production is based on Greek tragedies and deals with themes of war, family tragedy, murder and revenge which some may find triggering. There will be dark spaces, loud noises, strobe, haze, nudity and blood as well as dark areas and spaces that are small and confined.

Please note, you will be on your feet for up to three hours. Due to uneven flooring and potentially crowded spaces, the experience is not recommended if you are pregnant.

The choice of where to go and what to see is yours. If you feel uncomfortable you will be able to move to a new area, talk to one of our stewards in black masks or to take a breather in the bar. The bar itself can be noisy so if you need a quiet space please let a member of staff know.

If you have any concerns about the content of this experience, email [email protected] or leave a message at 0208 191 1431 and a member of the Punchdrunk team will get back to you.

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If you have access requirements, including using a wheelchair, you will need to book an Access Ticket via Punchdrunk directly. You will also be able to book a complimentary Essential Companion ticket.

Access Stewards are available to those with an Access Ticket. Please note they are unable to help with personal care needs.

If you have any questions about the content and facilities or would like to book, please email [email protected] or leave a message at 0208 191 1431 and a member of the Punchdrunk team will get back to you.

Please note;

• You will be required to wear a mask and be on your feet for up to three hours.
• The experience is wheelchair accessible. It takes place across two levels with some areas only accessible to wheelchair users by lift (total maximum weight limit is 400kg). If you use a larger wheelchair some areas of the show will be restricted. Due to the existing architecture there is a minimum door width of 800mm. There are different types of lifts used in the different buildings (dimensions are 1m deep x 1.2m wide and 1.45m deep x 1m wide).
• There are four accessible toilets in different locations across the site; one at the show entrance and three within the show world. Please note that there are no toilet facilities available in certain sections of the upper level.
• There is no Changing Places facility on site.
• There will be dark spaces, loud noises, strobe, haze and areas that some may find triggering.
• The air quality inside may not be suitable for asthma, multiple chemical sensitivity, or other respiratory conditions.
• For safety reasons, you should be in good health and free from high blood pressure, heart conditions, back or neck conditions, epilepsy, or any type of medical condition affecting the senses of smell, vision, or hearing. We would be very happy to discuss this with you, if you have any concerns.

All school groups should be booked via the dedicated SEE Tickets groups line on 0844 412 4650 or by emailing [email protected]. There is a limit of two school groups per performance, up to 15 people per group.

SCHOOLS GUARDIAN TICKETS
As it can be difficult to stay with your students for the duration of the experience, we require one responsible adult to remain in the bar at all times. This allows for students to easily access the bar and ensures our staff can contact a responsible person should there be a safeguarding issue. A complimentary Schools Guardian Ticket is available per school group to facilitate this which must be claimed in advance as part of the main order. Please note this ticket does not give the bearer access to the main experience.

AGE RESTRICTIONS
Please note, this production is suitable for ages 16+. There will be no admittance to anyone who, if asked, cannot provide photographic ID proving that they are over 16. The Box Office will issue a lanyard which they must wear during their visit to be identified to performers and staff. There is a bar that features as part of the performance, which under 18s can visit only in the company of the responsible adult.