COVID-19 FAQs and Information

This page will be updated regularly based on changes to restrictions.

Adelaide Festival Centre events are held according to SA Health direction and operate under a COVID Management Plan. We will provide website, social media, email, and SMS updates to ticket buyers. This page will be updated regularly based on changes to restrictions. 

Ticketing FAQs

Q: If my show is cancelled, will I receive a refund?
A: All ticketholders impacted by venue closures will receive a refund in full once the event is cancelled. These will be processed automatically; you do not need to contact BASS.

Q: If my show is cancelled, when will I receive my refund?
A: We are processing all refunds in a performance date priority order. We appreciate your patience during this time.

All tickets purchased via credit card will automatically be refunded back to the original credit card that was used at the time of booking. For tickets that were purchased by EFTPOS, cash, or a credit card that has now expired, one of team will contact you to finalise the refund.

Q: I have tickets to multiple cancelled events. Will I receive a refund for all of these at the same time?
A: BASS staff work through refunds in a performance date priority order. As such, if you hold tickets to multiple events these refunds may be processed at separate times.

Q: If I am sick or have cold/flu symptoms, can I receive a refund for my ticket?
A: It is important that if you are unwell or have any symptoms of a cold or flu, you do not attend any public events – including the theatre. If you cannot use your purchased ticket, please contact BASS on 131 246 as soon as possible to arrange an exchange or refund. Adelaide Festival Centre abides by Live Performance Australia ticket refund guidelines. 

Q: I can no longer make it to the theatre due to travel restrictions. Can I receive a refund for my ticket?
A: If you are impacted by travel or COVID restrictions, please contact BASS on 131 246 as soon as possible to discuss. Adelaide Festival Centre abides by Live Performance Australia ticket refund guidelines.

Q: I don’t feel comfortable coming to the theatre anymore. Can I receive a refund for my ticket?
A: If you do not wish to use your purchased ticket, please contact BASS on 131 246 as soon as possible to discuss. Adelaide Festival Centre abides by Live Performance Australia ticket refund guidelines.

Impacted Performances

All ticket holders to cancelled or rescheduled performances will be contacted via email and SMS.

A full list of cancelled and rescheduled performances is available here.

Have you travelled interstate?

If you have travelled or attended a Level 3 location in the last 14 days, you may not be permitted to attend an event with a COVID Management Plan. Please visit the SA Health website to check the latest travel restrictions and confirm you are allowed to attend. All Adelaide Festival Centre and Her Majesty's Theatre events, functions, and meetings operate under a COVID Management Plan.

For specific advice, call the dedicated SA Information line (9am-5pm, 7 days) on 1800 253 787.

If you are impacted by travel or COVID restrictions, please contact BASS on 131 246 as soon as possible to discuss your tickets. Adelaide Festival Centre abides by Live Performance Australia ticket refund guidelines.

https://www.covid-19.sa.gov.au/restrictions-and-responsibilities/travel-restrictions

Attending an Event - FAQs

Before you attend an event, please read the Your Visit email sent to ticket buyers to make sure you’re up-to-date with the latest guidelines. If you did not purchase your tickets, please ask the person who did to send you your pre-show email.

Q: When should I arrive?
A: To avoid foyer congestion, we suggest patrons arrive no more than 15 minutes before their performance and be seated in the auditorium. Performances will begin on time.

Q: How do I check-in?
A: Download the mySA GOV app before you arrive and check-in using the QR codes outside the theatre. If you need to sign-in using a pen and paper, you may do so at the information desk. 

Q: Do I have to provide my contact details for everyone in my party?
A: Each person visiting a venue must check-in using the QR Code or paper attendance record. In addition, ticket buyer information is recorded at purchase. Please make sure your details are correct when you purchase tickets. 

Q: Will I be asked to wear a mask?
A: For most performances, mask wearing is mandatory and required by SA Health. Please read the pre-show email sent to ticket buyers before the show to find out if masks are required during your visit. Mask requirements can change based on venue occupancy. Please follow the instructions of theatre staff. 

When masks are required, all patrons aged 12 and over must wear a mask while inside the building, including during the performance. Please bring a mask and be prepared to wear it. A patron is not required to wear a mask if they have a relevant medical condition. 

Even when masks are not required, you may wish to wear one as you will be seated less than 1.5m from other patrons. Adelaide Festival Centre staff will wear masks.

More information about wearing a mask is available on the SA Health website

Q: Will there be hand sanitiser for patrons?
A: Hand sanitiser stations are throughout back and front of house areas. Patrons are encouraged to wash their hands before and after using the bathroom and to sanitise frequently.

Q: What should I bring to the theatre?
A: Bars and water fountains may be closed so you may wish to bring a bottle of water. Only bags smaller than A3 will be permitted into the venue. Backpacks are not permitted.

Q: Can I use the cloakroom?
A: To avoid close contact and touching, cloaking is available for emergencies only. Bags larger than A3 and backpacks will not be admitted into the auditorium. Please leave these at home.

Q Is there physical distancing in the theatre? Will I be sitting next to someone?
A: SA Health guidelines inform all seating arrangements and venue capacities. For most performances, you will be seated with patrons immediately next to you. 

Q: What do I need to do to keep myself and others safe?
A: There is an onus on personal responsibility for the health and wellbeing of everyone:

  • Do not come to the theatre if you have cold or flu symptoms. Contact BASS on 131 246 to discuss your tickets.
  • Wash your hands often and cover coughs and sneezes in your arm.
  • Wear a mask and keep 1.5m from others wherever possible in foyers and queues.
  • Use the COVIDSafe check-in QR Code when you arrive.
  • If you are vulnerable, talk to your doctor about what is appropriate for you.

Q: How are bars operating?
A: When bars are open, there will be some changes: menus will be simplified; hot beverages may not be served; all drinks will be served in biodegradable containers; and there will be no straws.* Once you have your drinks, please take them into the auditorium and be seated to relieve foyer congestion.

Depending on SA Health COVID guidelines, you may not be permitted to stand and drink/eat. 

*Single use, plastic straws will always be available for patrons with disability and those who require them.   

Q: How is Adelaide Festival Centre complying with physical distance requirements?
A: All staff, artists and patrons are reminded to keep at least 1.5m wherever possible. Backstage and office areas, venues, theatres, lifts, and foyers have maximum capacities. In line with SA Health advice, we encourage all patrons to wear a mask during their visit, as physical distancing will not always be possible. 

Q: What is the cleaning regime at Adelaide Festival Centre venues?
A: We have increased daily cleaning activities across the organisation, with door handles, surfaces and high-touch areas cleaned and sanitised frequently. Venues are also cleaned before and during events.

Q: What if someone is coughing nearby?
A: If you are concerned about your health and safety during an Adelaide Festival Centre event, please let front of house staff know. They will be discreet and follow appropriate protocol.

Q: I was at the theatre recently. How will I know if someone near me was sick?
A: Adelaide Festival Centre has contact tracing information for each performance ready for review if a case is identified to have been at any of our venues. In this scenario, the experts at SA Health will use this information to issue communications to those affected. We will support this process and keep you updated.

Q: What other measures does Adelaide Festival Centre have in place?
A: Adelaide Festival Centre has a comprehensive Covid-19 Risk Assessment and Management Plan for prevention, preparedness, response, and recovery.

Q: My tickets are not for an Adelaide Festival Centre venue, how do I check their COVID-safety plan?
A: Visit https://www.bass.net.au/venues/ and click on the venue’s website for further information.

Q: Where can I find the latest information about COVID-19 in Australia?
A: Adelaide Festival Centre management will continue to take advice from SA Health and adapt to the developing situation. 

If you are seeking information on COVID-19 visit health.gov.au or call the Australian Government Department of Health Coronavirus Information Line on 1800 020 080. This information line operates 24 hours a day, seven days a week.

Curtain Up: Her Majesty’s Theatre Tour FAQs

Q: When should I arrive?
A:Please plan to arrive 10 minutes before the tour. Check-in, and have your tickets/booking confirmation ready to present to security. There may be a queue outside, so dress appropriately. The tour will begin on time.

Q: What should I bring?
A: Hand sanitiser is available onsite but to avoid congestion, we recommend you bring your own as well. Bars and water fountains are closed so make sure you bring a bottle of water, too. This is a walking tour with several flights of stairs. Wear comfortable shoes and dress appropriately.

Q: What shouldn’t I bring?
A: To avoid close contact and touching, cloaking is available for emergencies only. Please do not bring bags larger than A3 or backpacks as they will not be allowed on the tour.

Q: Will I be asked to wear a mask?
A:  Following the advice of SA Health, we encourage patrons to wear face masks during your visit as physical distancing will not always be possible. Thank you for your cooperation. More information about wearing a mask is available on the SA Health website

Q: What do I need to do to keep myself and others safe?
A: There is an onus on personal responsibility for the health and wellbeing of everyone:

  • Do not come to the theatre if you have cold or flu symptoms. Contact BASS on 131 246 to discuss your tickets.
  • Wash your hands often and cover coughs and sneezes in your arm.
  • Wear a mask and keep 1.5m from others wherever possible in foyers and queues.
  • Use the COVIDSafe check-in QR Code when you arrive.
  • If you are vulnerable, talk to your doctor about what is appropriate for you.