FAQs

Photography credit: Spencer McPherson

FAQs

Here you’ll find answers to our most frequently asked questions.

Festivals and key dates…

When are the next Festivals?
When will the programmes be announced?
When can I book tickets?
I’ve bought tickets, when will I receive them?

Membership and booking online…

How do I become a Member?
How do I renew my Membership?
When can I join the Membership scheme / renew my Membership?
I can’t see Members’ prices when booking tickets online
I’m already a Member, I’ve registered with the website and I still can’t see Members prices?
Buying membership online
Where do I find my Membership card?
Can I book tickets for other members?

Buying online and favourites…

I’m trying to register online and the site says…An account already exists
Why can’t I see a ‘Book now’ button?
What are Favourites?

Getting the best seat online…

Do you offer reserved seating?
How is my seat selected?
What if I need special seating?
My event is telling me there are no tickets available for my chosen performance…

Concessions and discounts…

Disabled patrons and seating requirements
Do you offer concessions?
Do you offer group discounts?

Our booking fee…

Why do you charge a booking fee?

Donations and gift aid…

What is the donation?
What is Gift Aid?

Refunds and cancellations…

What happens if an event is cancelled?
Refund & exchanges


Festivals and key dates…


When are the next Festivals?

Cheltenham Jazz Festival 2014: 30th April – 5th May
The Times Cheltenham Science Festival 2014: 3rd – 8th June
70th Cheltenham Music Festival 2014: 2-13 July
The Times Cheltenham Literature Festival 2014 3-12 October

When will the programmes be announced and booking open?

The Times Cheltenham Science Festival 2014:
On sale to Members, Monday 14th April
On general sale, Tuesday 22nd April

70th Cheltenham Music Festival 2014: on sale now

Cheltenham Jazz Festival 2014: on sale now

The Times Cheltenham Literature Festival 2014: to be announced

For all the latest news from Cheltenham Festivals, be sure to sign up to our mailing list.

I’ve bought tickets, when will I receive them?

Tickets sent by post: If you have chosen to have your tickets posted they will arrive no later than seven days before the event.

Tickets to be collected: If you have chosen to collect your tickets, or have purchased tickets within seven days of an event, these can be collected from our box office. Opening times and locations are available here: cheltenhamfestivals.com/boxoffice

Always allow plenty of time before your event if you are collecting tickets and please bring a copy of your confirmation email to speed up the collection process.

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Membership and booking online…


How do I become a Member / renew my Membership?

To purchase a Membership and find out about the benefits please visit our Membership pages. Membership lasts for a cycle of four Festivals, and is cheaper for most price types if you choose to pay by Direct Debit.

If you’re looking to renew your Membership, wait until your renewal notice comes through the post, usually with a brochure. If you’re on Direct Debit it will renew automatically, and we’ll write to you to let you know when the payment will be taken.

When can I join the Membership scheme / renew my Membership?

You can join the Membership Scheme at any time throughout the year, and you’ll be a Member for the forthcoming four Festivals.

When you’re due to renew, your Membership renewal notice will be sent through the post, and you can choose whether you’d like to upgrade or change your Membership type then too.

I can’t see Members’ prices when booking tickets online

You need to Log-in for the website to recognise you as a member and show you member’s prices. Click the Log-in(Log-in) link in the top of the page and enter your email / username and password.

I’m already a Member, I’ve registered with the website and I still can’t see Members prices?

If you’re already a member an online account should have been automatically created for you when you registered. If you’ve registered a new account or changed your email address, contact boxoffice@cheltenhamfestivals.com and we’ll link up your new account with your membership number so you can book tickets online.

Buying membership online

For more information, rates, discounts & offers and to buy membership online, please visit our Membership pages.

Where do I find my Membership card?

You only need your Memberhsip card to redeem offers in-person with our selected partners. You won’t need your Membership card to book tickets online, in person or by phone. Membership cards can be printed by logging in to your account online. Here you’ll see your Membership type and a link to download a PDF to print your Membership card at home. Instructions for folding your Membership card can be viewed here.

Can I book tickets for other members?

If you wish to book for another member please call the box office on 0844 880 8094. It helps us process your order quickly if you have both membership numbers to hand.

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Buying online and favourites…


I’m trying to register online and the site says ‘An account already exists with that email address’

This means you already have an account registered with Cheltenham Festivals. You may have purchased tickets online before, you may have previously purchased tickets in person or by phone and your email address was recorded at that time by the member of staff processing your order. You can log-in to the website using your email address as username and the password set when your email address was previously recorded. If you do not know this password simply click the Log-in link in the top of the page and then click Forgotten your password link near the bottom of that page.

Why can’t I see a ‘Book now’ button?

To view ‘Book now’ buttons during priority booking periods you must be logged into the website. If you have logged in and still cannot see ‘Book now’ buttons try clearing your browser cache. You can find advice on clearing cache for your chosen browser here. Please note: only Members are able to book tickets during priority booking weeks.

Wish Lists: for more information and help with wish lists click here

What are Favourites?

Favourites allow you to browse our full programme at your leisure and compile a list of your events you’d like to go and see before tickets go on sale. Then, when events do go on sale, you can purchase all your favourites in a few simple clicks.

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Getting the best seat online…


Do you offer reserved seating?

We endeavour to offer reserved seating wherever possible. Please check your ticket and confirmation email for your seat number.

How is my seat selected?

We want you to have the best possible experience at all our Festivals and to help speed up your booking online our system automatically selects the best seat available from the price band you have chosen. As acoustics and sight lines vary at each venue, the Festival team have carefully tailored the way that the system assigns your seats for each event.

What if I need special seating?

If you have special seating requirements e.g. wheelchair access, please contact our Box Office boxoffice@cheltenhamfestivals.com or call 0844 880 8094.

My event is telling me there are no tickets available for my chosen performance…

Sorry, your chosen event is sold out. If another customer has the remaining tickets to a performance in their basket and has not yet checked out, the event will not be confirmed as 100% by our system and you may still see a Book Tickets button on that event page.

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Concessions and discounts…


Disabled patrons and seating requirements

If you are disabled or have special seating requirements, please advise the Box Office at the time of booking. Complimentary tickets are available for carers/personal assistants unless the event includes food or drink.

Do you offer concessions?

The Times Cheltenham Literature festival: There is a 50% discount on most events for under 25s, students and the unemployed. Just choose the relevant ticket on the event booking page and be prepared to show the relevant ID if requested on the door.

Do you offer group discounts?

Book 10 tickets for any one event and get the 10th absolutely free! Email our Box Office boxoffice@cheltenhamfestivals.com or call 0844 880 8094 to make your group booking.

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Our booking fee…


Why do you charge a booking fee?

CFTicketing charges a fee per booking to reflect the costs of providing the service which include card processing costs (for both credit and debit cards) as well as staffing, developing and maintaining the booking software and postage.

Our 2014 booking fees are as follows:

  • Online sales £3
  • Telephone sales £3.50
  • In person sales £1.50

For third party event sales the fee is £3.50.

We endeavour to keep our booking fees as low as possible and charge on a per booking basis rather than a per ticket basis to ensure this. We also endeavour to ensure that our booking fees are clear before any transaction is completed.

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Donations and gift aid…


What is the donation?

A donation to the work of Cheltenham Festivals is included with every transaction. However, it is voluntary and can be increased, decreased or removed altogether.

Cheltenham Festivals is a registered charity. Only around 40% of our costs are covered by ticket sales and we rely on individual and corporate donations to continue offering our amazing events. Each festival aims to create exciting events with buzz bite and edge for all ages – things that you cannot see anywhere else across a broad spectrum of types enabling people to try less well known things. In addition at each festival we ensure that anyone can experience elements of each of them either without cost or at very low cost – jazz has a free outside stage, science has the discover zone / area 42 & free events including a family fun day, music offers all its events free to schools, has a special schools concert and “have a go sessions” and with jazz runs a Bandwagon bus that visits local primary schools , literature has a series of free events including a family fun day. Plus we have a designated education team that help put together schools programmes at science and literature & Christmas lectures – supporting the curriculum and allowing local children access to world class scientists, thinkers and authors.

What is Gift Aid?

Gift Aid increases the value of donations to charities and Community Amateur Sports Clubs (CASCs) by allowing them to reclaim basic rate tax on your gift. Use Gift Aid and make your donation worth more. For every pound you give to us, we get an extra 25 pence from the Inland Revenue, just tick the Gift Aid declaration when you checkout (Step 2) when you book online.

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Refunds and cancellations…


What happens if an event is cancelled?

We will announce any cancelled events as soon as we hear about them, so do check the website regularly for updates. If you have bought tickets you will be contacted by us, usually via email or telephone and we will arrange a ticket refund or exchange.

Refund & exchanges

Please check your tickets as soon as you receive them. The Festival cannot refund money or exchange tickets, except in the case of a cancelled event, which will be refunded within 30 days.

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