Glasgow Arts, Music and Cultural Venues FAQs
Q: Why did you decide to close all Glasgow Life arts, music and cultural venues and services?
In line with the government’s advice on reducing social contact in response to the coronavirus pandemic, Glasgow Life took the difficult decision to suspend all services from close of play on Tuesday 17 March.
The closure applies to:
- All our arts, music and cultural venues
- All indoor and outdoor activities normally provided in them
- Any outreach programmes and services provided by Glasgow Life Arts, Music and Cultural Venues staff.
Our venues and services will remain closed for the foreseeable future, however our team is working remotely and continuing to develop digital and online services aimed at supporting our partners, community organisations and artists through this situation.
Q: When will you re-open?
The health and wellbeing of all Glasgow Life staff and customers remains our priority and we will continue to follow government guidance. This means that our services and venues will remain closed for now.
We’ll continue to keep this page up-to-date regarding our response to the situation so please bookmark it for future reference. You can also follow us on Twitter and Facebook for our latest updates.
Q: What extra cleaning measures will you be taking to ensure that venues are safe on re-opening?
The health and wellbeing of our staff and customers are of the utmost importance. We’ll be dedicating extra staff and cleaning materials to this and carrying out an extremely thorough clean of all areas of our venues to ensure we can all get back to working and enjoying the city’s arts, music and cultural offering safely and with confidence.
Q: Will I receive a refund for tickets already booked?
Yes, if a show has been cancelled you will be issued a refund for the ticket cost and any applicable booking fee. For a show which is rescheduled or postponed please retain your original ticket(s) if you have been sent it. These will be valid for the rescheduled date.
If you cannot attend the rescheduled date, please retain your ticket(s) for the time being and our team will action your query at a later date. Given the volume of affected events, it may take a few weeks to process your refund. We appreciate your understanding and patience during this period.
Q: Will my refund be processed automatically?
If you paid by credit/debit card online, we have the ability to complete your refund. If you paid with your card, cash or a cheque via our telephone or counter service, we are sincerely sorry as we currently have no facility to process this type of refund while working remotely. We will be able to do so when our venues re-open and your customer account will remain in credit to the value of your refund for the time being.
Q: If the card I used to pay for tickets has now expired, will my refund be processed?
Working remotely may not allow the team to make a refund to a card that is no longer valid. Each query like this will be treated on a case by case basis, however it may mean you need to wait until our venues re-open before this refund can be completed. Your customer account will remain in credit to the value of your refund for the time being.
Q: Why are transaction fees not refunded?
If you paid an online (£1.50) or telephone (£1.75) transaction fee per order, this is not refundable as it is a service charge our box office incurs during the processing of your order. There is no transaction fee applied when tickets are purchased at our box office counter.
Q: Is postage refunded for a cancelled show?
If tickets have been dispatched and/or delivered then postage is not refundable. This is a service charge incurred by our box office.
Q: When will I receive my refund?
While working remotely, our hardworking Box Office team has been processing refunds as quickly as possible and several thousand customers have already received refunds. If you’re concerned about your refund, please check your customer account (which you can access using your email address and password) to make sure we have your up-to-date contact details. Enquiries can be sent to GL.BOSales@glasgowlife.org.uk
Q: I’m not familiar with which arts, music and cultural venues Glasgow Life operates. Can you clarify?
Glasgow Life operates a number of venues in the city, including the Glasgow Royal Concert Hall, Tramway, the Old Fruitmarket, City Halls, the Kelvingrove Bandstand and Amphitheatre, plus several public halls. All events in these venues have either been rescheduled or cancelled following current government guidelines. Please check Tickets Glasgow for details.
Q: I’ve pre-booked a room in a public hall. What will happen to my booking?
If you’ve made an advance booking in a public hall we will be in touch with all affected let-holders and, where appropriate, will try to reschedule your booking for later in the year.
Q: Will exhibitions and concerts be rescheduled?
We are working hard to reschedule as many events as possible, in accordance with government guidance. Given the evolving nature of the situation, certainty is currently impossible, but once decisions have been made we will inform our customers about new dates or refunds.
Q: Should I book tickets for events that are still on sale?
Yes, until we have further government advice, events from late June are still on sale and bookable. However, as it’s unlikely that events in the short-term will take place on their original date, we are working with promoters to reschedule as many as possible. Tickets Glasgow will be updated accordingly, and tickets booked for cancelled events will be refunded.
Q: What about festivals and other big events such as Glasgow World Pipe Band Championships, Merchant City Festival and Glasgow Mela?
Unfortunately, the World Pipe Band Championships have been cancelled for this year. We’re exploring ways to deliver the Mela and Merchant City Festival either at a later date or in a different format.
We’re also delivering aspects of some of our festivals digitally. For example, although we were disappointed to have to postpone the biennial Glasgow International Festival (GI) until spring 2021, a unique digital programme can be viewed online until Sunday May 31 2020.
Q: What about events scheduled to be held in community centres, such as dementia-friendly concerts?
All community centres managed by Glasgow Life have been closed in line with government guidance and all events therein are cancelled until further notice.
Q: I have purchased a Glasgow Life gift voucher. Will the validity period be extended?
Gift vouchers are valid for two years from the purchase date and the original expiry date is printed on them. Given that gift vouchers can’t be used in exchange for tickets while our venues are closed, we will extend their validity so please hold onto them. Once box offices within our venues re-open we will communicate the extension period so that we can be fair to all customers who have missed out during lockdown.
Q: Are the cafes in the Glasgow Royal Concert Hall and Tramway open?
No, all of our venues are closed, including our cafes. We apologise for any inconvenience and we look forward to welcoming you back as soon as we’re able to do so.
Q: I’m interested in phase two of the Creative Communities: Artists in Residence programme. Will the programme still run?
The application process for artists has now closed. The current situation may impact on the delivery and timescale of the programme, but we do expect that it can still be delivered, with appropriate adjustments.
Q: Can I make a donation to help support Glasgow Life?
Yes. As one of Scotland’s largest charities your donations help to ensure that we can deliver our much-valued services and programmes to communities across Glasgow. We are extremely grateful for all donations, which you can make here.