Booking fees: your questions answered


Why do you need to charge a booking fee?
We want to provide the best and most convenient ticket booking service for our customers. To make this possible it takes considerable resource, both in terms of staffing and investment in new Box Office technologies. The booking fee enables us to ensure that you will enjoy the best possible customer experience when you buy tickets from us, now and in the future, as well as helping to support the work that we do.

Why not just add the fee to the price of your tickets?
Similar to all regional venues like The Marlowe Theatre, the price of a ticket is shared between us and the producer of the show, with the majority of income going to the producer. Therefore, we would need to make significant increases to the price of tickets to retain the same amount as the booking fee that we now charge.

Why does it cost less to book online than the phone or at the counter?

Many of our customers choose to use our online booking system, giving them the convenience of being able to book tickets whenever they wish. Although online ticketing does require considerable on-going investment in technology, it does not require the same level of staffing. Therefore we have reflected this fact by making it cheaper if you book online, as it costs us less to sell you a ticket this way.  

For those who wish to phone or visit us personally, we can assure you that we will continue to offer you the high level of service that you have come to expect. 

I am a Marlowe Friend. How much do I pay?
Our Marlowe Friends are very important to us and to acknowledge their loyalty all members can book their tickets at a reduced booking fee of 75p per ticket, regardless of the method they choose to book. This means that your Marlowe Friends membership will save you even more money each year.

I bring large groups to the theatre to see shows. How much do I pay?
If you book over 15 tickets then you are not charged a per ticket booking fee over the phone or at the counter. However, you will be charged an unlimited fee if you book online. If you are a group booker, the best way to book tickets is by phoning our Group Booking Officer on 01227 862254.

Why is there no maximum booking fee online?
Unfortunately, for technical reasons, we are unable to set a maximum booking fee when you book online. Therefore, if you are wishing to purchase more than eight tickets, we advise you to phone or visit us to book. We aim to resolve this issue in the future.

What about customers with access needs?
Customers with access needs are not charged a booking fee, when buying tickets in person or over the phone.

Do the fees apply to workshops, The Marlowe Youth Theatre and events in The Marlowe Studio?
There is no charge made when booking for any of our workshop sessions or The Marlowe Youth Theatre. We charge the reduced booking fee of 75p per ticket for all events taking place in The Marlowe Studio, whatever method you choose to book your tickets.

How do I know what booking fees I am being charged?
We have worked to ensure that our bookings fees are as transparent as possible, and meet the requirements of relevant legislation, so that you can clearly see what you are being charged when you book with us. When booking in person, our staff will make you aware of these fees before you start the purchasing process and will summarise this again before you pay. Our online system lists the total price of each ticket, including the per ticket booking fee. Our brochure and other printed materials also clearly list these fees.

I would like to tell you what I think. How can I do this?
We always welcome any comments from customers about the service that we provide. To contact us, simply email or write to Customer Comments, The Marlowe Theatre, The Friars, Canterbury. KENT CT1 2AS. We respond to all comments within 10 working days.


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