FREQUENTLY ASKED QUESTIONS
About the Show
HOW LONG DOES THE SHOW LAST?
Approximately 2 1/2 hours start to finish
IS THERE AN INTERVAL?
Yes, there is an interval of 20 minutes. Plenty of time for toilet trips and to stock up on ice creams and refreshments! This is included in the total running time of the show.
Booking & Tickets
HOW DO I BOOK TICKETS FOR A SHOW?
Tickets for all of our shows can be booked through our online box office, powered by Ticketsource. Use the booking links around our website to go to the online box office or visit www.ticketsource.co.uk/geordiepanto.
You can also call us throughout the year to book tickets over the phone on 0191 718 5440. This number is available 7 days a week from 10am to 8pm. It is not an automated service, so please understand if we are unable to take your call immediately. If you wish to leave a message, we will call you back.
Because we produce only one show per year for a 4 week period, we do not operate a walk-up box office until the run starts in December. Once our panto opens, we operate an in-house box office at the main desk in the foyer. This box office is open from 1 hour prior to shows until the end of the final show on any given day. Kindly note that the Stadium staff are employees of Gateshead MBC and are not able to assist with bookings or ticket enquiries.
DO I QUALIFY FOR A CONCESSION?
Patrons under the age of 18 or over the age of 60 are eligible for a concession where concession tickets are available. For 2020 however, we have simplified our price structure and made our ticket prices even more competitively priced by making all tickets for all age groups the same low price. Please see individual show listings for more information.
DO I NEED TO BUY A TICKET FOR MY BABY?
In our policy children 2 years and under classify as babes in arms and will not need a ticket because they are not allocated a seat of their own. Children over 2 old will need a ticket, even if they sit on your lap.
WHY CAN'T I FIND ANY FAMILY TICKETS?
We have offered family tickets throughout our history as a package to offer savings to families coming to see the show. For 2020 however, we have simplified our price structure and made our ticket prices even more competitively priced by making all tickets for all age groups the same low price. Please see individual show listings for more information.
ARE THERE ANY OFFERS AVAILABLE ON TICKETS?
We work hard to make our ticket prices as affordable and competitively priced as possible all the time for everyone. A prime example of this is that for 2020, we have simplified our price structure and made our ticket prices even more competitively priced by making all tickets for all age groups the same low price. Please see individual show listings for more information.
We have also put together some great deals for specific groups of people, either based on the number of people booking, or the type of people. Please see our Groups page for more information and to see if you qualify.
In addition, from time to time we may publish time limited special offers on ticket prices as well as giveaways and competitions. To ensure you are notified of these special offers, sign up to our mailing list HERE and like our Facebook Page
I CAN'T PAY FOR MY TICKETS NOW, DO YOU OFFER RESERVATIONS?
Unfortunately we cannot reserve tickets without payment. You could consider buying a series of gift vouchers over the coming months to spread the cost of buying your tickets.
I CAN'T BUY THE SEATS I WANT ONLINE
The online box office shows live availability. It will, however, only allow the purchase of a ticket if no one else is also trying to book it at the same time. In most cases, the problem exists because the seats are on hold while another customer completes their booking. Equally, if you or another customer selected seats and added them to your cart, but then released the selection without completing checkout, those released seats will not show as available for a few minutes because of the automated holding settings. If you released the seats and wish to reselect them, try waiting for a few minutes and then refreshing your browser. If you continue to have difficulties, please get in touch with us.
I OPTED FOR DELIVERY OF MY TICKETS BY POST BUT I HAVEN'T RECEIVED THEM
If you made your booking online, our ticketing agent, Ticketsource, is responsible for the dispatch of your tickets. TicketSource will endeavour to dispatch traditional tickets within 72 hours of the booking. If the tickets have not arrived within five working days of the booking, Customers are advised to contact TicketSource.
If you booked tickets over the phone with one of our box office team, delivery will vary according to the individual booking. If you have not receive your tickets within 10 working days of your payment then please get in touch with our box office as soon as possible.
I'VE LOST MY TICKETS. WHAT DO I DO?
If you have bought tickets online through Ticketsource or on our website, over the phone to our booking team or by visiting our box office, your booking will be recorded in our system. If you contact us with the name used to book the tickets and the date and time of the show, we will be able to retrieve your booking. Depending on the option you chose when booking, we will either email your tickets to you or re-print them. Any difficulties with tickets can be resolved on the day by attending the in-house box office and providing the same details. Your tickets will be printed off for you there and then.
I DON'T HAVE ACCESS TO A PRINTER, CAN I SHOW MY TICKETS ON MY PHONE?
Absolutely. If you opt for e-tickets, it's entirely up to you whether you choose to print them out. We are happy to scan your ticket barcode direct from your mobile device.
I HAVE REDUCED MOBILITY/REQUIRE ASSISTANCE FROM A CARER, HOW DO I BOOK?
All accessibility and carer bookings are handled by our Booking Team. Please call us on 0191 718 5440. We can then discuss your specific needs and advise you on seating, facilities and so on. If you have a carer, they may be eligible for a free ticket when you purchase yours. Please ask for more information. We will also advise you on payment methods and will guide you through the booking process when you are ready.
For professional care staff looking to bring a number of people to the show, we have the ability to accommodate up to 16 wheelchairs in any given show, which is up to 4 times more than other venues in the region. The venue is fully accessible throughout and we will be happy to discuss the best group package for you to assist you in making the best arrangements. Please see our Groups and our Facilities pages for more information.
I BOUGHT TICKETS BUT I'VE CHANGED MY MIND OR THE DATE IS NO LONGER SUITABLE. CAN I GET A REFUND?
Unfortunately we do not offer refunds unless a show is cancelled. Tickets may be exchanged for another performance of the same production at the discretion of our booking team as a gesture of good will if we have suitable notice and availability.
HOW DO I KNOW WHERE THE BEST SEATS ARE?
We have the benefit of being in the unique position of having designed our auditorium ourselves. As a result we have worked hard to create a seating arrangement which provides the maximum enjoyment and comfort no matter which seats you choose. There is plenty of leg room between rows, there are wide aisles and the largest section of our seating is tiered, ensuring everyone gets a good view. There are no areas with restricted view and the relative height of our stage to the audience means no one misses any part of the action.
If you are unsure of the best seating for your party, please do contact our box office team who will be happy to advise before you book.
DO THE SEATS HAVE BACKS AND ARE THEY CUSHIONED?
The seats do have backs and are slightly padded. They are standard moulded drop-down event seats with fold down arm rests and are fully covered in theatre style velour covers. Each seat is numbered.
IS IT INSIDE?
Yes, most definitely. Our theatre auditorium is built inside one of the large halls situated inside the main building at Gateshead International Stadium. The only outside part of your visit will be arriving at the venue and leaving afterwards.
IS THE THEATRE HEATED?
Yes, the theatre is heated by means of the general heating system which services the entire main building of the Stadium. The Stadium staff make every endeavour to ensure the temperature is regulated to suit everyone's needs, whilst not creating an environment which is over warm. You should not need to wear outdoor clothing during the performance unless you are a person who particularly feels the cold.
WHAT IF I'M RUNNING LATE? WILL I STILL BE ALLOWED IN AFTER THE SHOW HAS STARTED?
We recommend arriving at least 20 minutes before the performance to reach your seats in time. The auditorium is generally opened approximately 30 minutes before the start of each show. If you are running late, we will still allow you entry with a valid ticket. If one member of your party is running late, we suggest you leave their ticket with a member of the front of house team and take your seats straight away. Make sure your party member knows where to collect their ticket from on arrival.
CAN I LEAVE/RE-ENTER THE AUDITORIUM DURING THE SHOW?
Yes. As a company who provides family entertainment, we operate an open-door policy that means all audience members can exit and re-enter the space as required. Due to the layout of the theatre facilities, it may be necessary to block certain accesses briefly before and during the show. Please keep your ticket until the end of the performance in case we need to scan you in and out of the auditorium.
CAN WE TAKE FOOD AND DRINK INTO THE AUDITORIUM?
Yes. Food and drink is permitted. You are welcome to bring your own sweets, snacks and drinks or buy food and refreshments from the snack bar in the foyer. Glass bottles are prohibited. Hot drinks must be in a container with a lid. Only alcohol purchased from the licensed bar on site is permitted. Anyone caught with alcohol not purchased on site will be asked to leave the premises immediately. We would also request that you respect our auditorium and be mindful that there may be another show immediately after yours. Please try to keep rubbish to a minimum and deposit it in one of the large bins provided in the auditorium before you leave. Please report any spillages to a member of staff.
CAN I TAKE PHOTOGRAPHS OR VIDEO DURING THE SHOW?
Photography and recording equipment is prohibited in the auditorium due to copyright law and to minimise any disturbance to the performers and other audience members. Anyone caught filming during a show will be asked to leave immediately.
ARE WHEELCHAIR USERS ABLE TO ACCESS THE AUDITORIUM?
Yes, the auditorium is fully accessible to wheelchairs. It is situated on the ground floor and on the level with wide aisles and exits. We have designed our auditorium to accommodate up to 16 wheelchairs in any one show which is up to 4 times as many as other local venues.
DO YOU HAVE A BUGGY PARK?
Yes, as a company dedicated to providing entertainment for family of all ages, we have ensured that the design of our auditorium includes a large discreet space next to the seating area for buggies and prams. We recommend that you remove all valuables from the buggy or pram before parking it. The buggy park is not specifically supervised and therefore we respectfully remind you that all personal property is left at your own risk. We shall not be held responsible for the damage, loss or theft of any property owned by patrons resulting from them being left unattended in any part of the auditorium.
DO YOU HAVE BOOSTER SEATS?
Yes, we have a number of booster seats available for our younger patrons to assist them in enjoying the show. If you require a booster seat, please ask one of our members of staff around the auditorium. You are also welcome to bring your own booster seat if you prefer.
WHAT IF I HAVE A PROBLEM WITH MY SEATS DURING THE PERFORMANCE?
If you experience any difficulties with the view or the behaviour of other patrons or with any other matter which restricts your enjoyment of the show, we strongly recommend you seek the assistance of one our members of staff present in the auditorium as soon as possible. We want to do everything we can to ensure you enjoy your visit and where possible we can arrange for you to move seats, or take other positive action to enhance your enjoyment. If the member of staff cannot resolve your issue to your satisfaction then please ask to speak to one of the Event Managers. There is always at least one on site during a show. We encourage you to ask for assistance. If you do not bring a matter to our attention then we will not be able to deal with it.
DO YOU OFFER SIGNED OR RELAXED PERFORMANCES?
Relaxed Performances are designed for anyone who would benefit from a less formal theatre environment. These performances are specifically designed for people with an autistic spectrum condition, learning disability or a sensory or communication disorder. Whilst we do not designate any specific performances as relaxed, we present a very informal environment at all times to welcome all ages to our show, irrespective of their experience, circumstances or condition. We want everyone to relax and respond naturally and self expression is welcome. Our cast and crew are experienced in performing to varied audiences and are able to accommodate reactions and responses from audience members.
In addition, we operate an open door policy during performances allowing people to come and go as they please, we have a number of areas close to the auditorium which are quiet and settling. Please do ask a member of staff if you require assistance in this respect. We ensure that, although the house lights are off during the show, there is almost always sufficient light for the auditorium to be visible throughout. And we will also pre-warn of any use of flashing lights or loud noises. If you have any concerns in this respect, we recommend you contact us ahead of attending so that we can advise and assist as appropriate.
Our feedback from a number of parents who regularly bring children with autism is that they are perfectly able to enjoy the show and have a positive experience of our ability to accommodate any specific needs, such as seating in a quieter part of the auditorium, nearer exits or in any area with plenty of space and so on.
If you have specific concerns or requirements, we are more than happy to discuss these with you in advance and work with you to ensure your visit is as enjoyable as possible.
At the present time we do not offer signed or captioned performances because we simply don't have the resources and the informal nature of our productions does not always lend itself. We are constantly reviewing the services we provide however and will aways publish new and changed performance information on our website and social media platforms.
IS IT POSSIBLE FOR MY CHILD TO GO UP ON STAGE?
Yes, we select 4 children per show to go up on stage. Very often, these have been booked well in advance of the actual show. We recommend that if you want to enquire about availability, you contact us as soon as you have purchased your tickets. We regret we cannot make a reservation without a booking reference. Children need to be aged between 3 and 12 to be eligible and must be able to stand still unassisted on the stage.
You can also ask for your party to be mentioned during the show as an alternative - known as a Shout Out. You can request this in advance by contacting us with your booking reference or you can ask one of the front of house staff on your arrival for the show.
We reserve the right to make the final decision on children going up on stage in the interests of safety of the child, the other children, the performers and members of the public.
VENUE & GENERAL
WHERE ARE THE TOILETS?
There are a number of toilet facilities within the building. The main facilities are situated in the foyer to the right of the main entrance. Additional toilet facilities are situated upstairs on the first floor and are well sign-posted. Disabled toilets are also available.
WHERE CAN YOU BUY FOOD & DRINK?
The snack bar is situated at the right hand side of the foyer. From there you can purchase hot food, sweets, snacks and hot and cold drinks. There is a fully licensed bar next to the food stand and there are a number of vending machines positioned around the foyer.
IS THERE A CASH MACHINE ON SITE?
There is no cash machine at the Stadium. The nearest ATM is situated at Asda opposite the road entrance to the Stadium. Our box office accepts card payments as does our concession stand. Stadium facilities such as the snack bar, bar and vending machines all take card payments.
IS THERE A LIFT?
Yes, there is a lift to the first floor situated centrally within the foyer.
ARE THERE ANY PARKING RESTRICTIONS?
Parking for Panto customers is completely FREE. There are hundreds of parking spaces on site, with the main car park situated just metres from the main entrance. This car park includes disabled parking bays and electric charging bays. On busy days, this car park may be full, in which case turn right out of the car park and follow the road a short distance past Gateshead Academy where you will find another large car park. We recommend arriving at least 20 minutes before the performance time to ensure you have plenty of time to park, and if necessary to walk to the entrance from the second car park. There is a drop off point for those requiring it immediately outside the main entrance.
I'M PICKING PEOPLE UP AFTER THE SHOW. WHERE DO I GO?
You can park in any of the available car parks, but please do not wait in the drop-off area. The foyer remains open during and after each show, so you are welcome to come inside and wait in the foyer. There is plenty of seating and refreshments. Please be advised that all of our audiences exit the auditorium by doors which lead directly onto the front of the stadium opposite the main car park. If you wish to meet your party in the foyer, they will need to walk the short distance from the exit to the main entrance and re-enter the foyer; they will not otherwise pass through the foyer on their way out.
I CAN'T WALK VERY FAR. WILL I MANAGE?
The entire site is designed to be fully accessible with no stairs to negotiate (entrance ramp and lift available) and all our facilities on the level. There is a short walk from the foyer to the auditorium, so if you would like to arrive in style, please ask one of our front of house staff who will be happy to escort you to your seat in our complimentary wheelchair.
DO YOU HAVE BABY CHANGING FACILITIES?
Yes, baby changing facilities are available. These are generally kept locked during performance times to prevent people without babies from using them. If you require use of the facilities, please ask a member of our staff who will be happy to accompany you and unlock the facilities for your use.
HOW DO I GET INVOLVED WITH YOUR PRODUCTION?
Our cast and crew are all local professionals who are personally selected and involvement is by invitation only. We do not hold auditions for our productions or invite open applications.
If you are under 18 and wish to be part of our dance corps, we recommend you sign up to our mailing list and like our Facebook Page to be notified of any auditions. We do not always hold auditions, so it is important to keep checking for any announcements.