LW Theatres Reviews 

Myself and my sisters booked the VIP ticket for Jesus Christ SuperStar . We want to mention Josh our VIP host/ Butler who made our experience so lovely ..The excellent customer Service ..attention to detail whilst ensuring we had the best experience was really an added luxury boost to the superb Show .Worth every penny ..Thank you Josh .

Due to illness we had to change our tickets for Jesus Christ Superstar this week. Huge big Thanks to Scott and Ben in LW Tickets who were extremely courteous and helpful, talking me through how to exchange our tickets.
Not a chatbot in sight. Hurrah.
Absolutely the best ‘customer service’ we’ve experienced.
Thank you again

The best customer service i have expierenced. Really fast reply. Even replied on a Sunday!

I had to change the date we had booked to see The Last Ship. I was really lucky to be able to have the same seats on a different day! I spoke to Jas at the LW Ticket office - she was lovely...so perky, polite and friendly, and very thorough, efficient and professional. Thank you Jas! :)

LW Theatres think that saying
‘Slightly Restricted View'
is an accurate description of perhaps one of the worst views I have experienced at the theatre in the West End. I paid £60 for my seat and at least 30% of the stage was blocked by the 'scenery' right in front of my seat. I missed lot of the performance of a very active show- Jesus Christ Superstar -because of it and when I sent their customer service department the photo of the view from my seat, I got an I'm sorry you felt that way' response, and NO ACKNOWLEDGMENT OF THE FACTS.
Be very careful when you book ticket at this theatre, they do not care about accuracy, and you may be very disappointed, as I was.

I was at Jesus Christ Superstar at the London Palladium for the 14.30 performance. Sam Ryder was just so brilliant! However, the beautiful voice of Billy Nevers was ruined by his constant habit of putting the microphone close to his mouth, which distorted his voice into very loud and unintelligible singing. Any review has to mention the most beautiful and heavenly voice of Desmonda
Cathabel.
The choreography was a bit too intense and at times very 'jerky.' Some of it was also distracting and unnecessary. Furthermore, the choruses were mimed, and some of the music was taped.
The whole performance needs to be toned down and smoothed out.
The story of Jesus is about a great Love story for humankind. There needs to be more emphasis on this in the performance.
The big question, of course, is 'would I pay to see it again?' Not at the moment is the answer! Maybe next year when glitches and performances have settled down.

I wish the cast and all the production team every success for a long run.

I had to change my tickets to another day because my mum is currently in hospital, so I wouldn't have been able to attend tomorrow.

The first time I called, I waited a long time to get through, and when I finally reached a customer service representative, the call was disconnected.

I called again and spoke to Jas from customer relation. I explained my situation, and she was incredibly understanding and sympathetic. She said she would speak to the box office to see if they would be willing to change my tickets. She also assured me that if the call was disconnected, she would call me back.

Thankfully, the box office agreed to change my tickets due to the special circumstances, and I was truly grateful to everyone involved. Jas explained that there would be an additional charge, but just as I was about to give her my card details, the call was disconnected.

True to her word, Jas called me back as promised. I really appreciate how helpful, kind, and professional she was throughout the whole process. Her excellent customer service made a very stressful situation much easier, and I'm extremely grateful for all of her help.

We were at the Palladium last Saturday matinee (11 July) for Jesus Christ Superstar. My mother was on a walker and as soon as we arrived staff gave her literally VIP treatment from the get go. We were not expecting this. Louis assisted us initially, guiding Mum to her front stalls seat and James came to meet us at the end, taking us to the merch shop where we were literally surrounded by assistance. I have honestly never experienced anything so fantastic in any theatre or indeed in any venue, it literally took my breath away how absolutely wonderful they all were. It was beyond exceptional, and turned what was already a standout experience with this fabulous show into a memory which will last my mother for the rest of her life. You are a beautiful bunch of people!

Booked hours ago and still no e mail confirmation

Tried to sign up to their access scheme, I signed up but somehow it takes them 4 weeks to approve it. I stupidly assumed it wouldn’t take that long (seeing as it’s pretty immediate with most other theatres) and booked tickets to two shows. Now they won’t let help me change my tickets to access tickets because apparently it’s impossible to refund tickets (I work at a venue so think this is not true, everywhere I’ve worked at says no refunds but they CAN DO IT, in exceptional circumstances. Feel unsupported as a person with access needs.

Poor outdated website,the money this company has is colossal it’s about time they had and app and tickets that can only be put in a file on your file which needs signal to use and no capacity to put tickets into an Apple Wallet which does not need signal to use.
Buck up your ideas Lloyd Webber!

LW Tickets posted deceiving images about the visibility for the showing of Back to the Future at the Adelphi Theatre. After confronting them, they decided to ignore me. Don't book through their website. I had to walk out as the visibility from the stalls at the back was laughable. I could only see half of the screen.

Went to see The Phantom of the Opera on the 21/03/2026 at 2.30pm. The show was okay. However, the state of the ladies toilets at His Majesty Theatre were stinking. There was nowhere to sit unless you paid for the VIP experience and what I saw was not worth paying extra for. Staff were ok, but not friendly.

Despite the increasingly outrageous price increases every year on top of already ridiculous pricing, have booked the Panto @ The Palladium yet again as it has become something of a family tradition. However, not sure for how much longer as it's getting to the stage where a second mortgage is required! Given how relatively easy it was to get half decent tickets for this in the early years, I think there's now an element of FOMO driving it and the theatre is cashing in on this. The hospitality add on packages too used to be reasonable value but aren't any longer. Previously it was possible to pick, say for a family of 4, 2x packages with just soft drinks and 2x packages with alcohol. Now however it seems it's one or the other, so either end up in a general bar area with soft drinks or pay for 4x packages with alcohol, 2 of which you don't need!

Absolutely appalled by our experience at Theatre Royal Drury Lane last night.
We travelled from Dublin with our young children to see Hercules, only to be refused entry at the door due to an age rule that is NOT clearly stated at the point of booking. The website says “recommended 6+” — that is NOT the same as “strictly no under 4s admitted.” This crucial information is buried in small print, which is completely misleading for a family Disney show.
To make matters worse, the way we were treated was humiliating. A manager followed me while I brought my children to the bathroom and confronted me in front of other customers. We were then escorted out like we had done something wrong.
We were told to sit in reception for 2.5 hours and watch a live stream instead — after paying for a live theatre experience. Completely unacceptable.
Even more frustrating, I saw children in the venue who appeared younger than my daughter, including one still in nappies, yet we were refused entry. My child was quiet, well behaved, and caused no disruption whatsoever. We were clearly singled out.
No refund was offered on the spot despite being denied the service we paid for.
This was meant to be a special experience for my children and instead turned into a stressful, embarrassing ordeal. Between misleading booking information and the treatment we received, this was one of the worst customer experiences I’ve ever had.
I would strongly advise other families to be extremely cautious booking through this platform or attending this theatre unless age restrictions are made explicitly clear at the time of purchase.
Disgraceful experience.

Paid £45 pp for the vip experience. Absolute con! You don't get an hour and only two drinks. The savoury snacks are poor. Got a bill for an extra £40!! Don't do it!!

Mixed reviews on here but I've never had a problem. Always a great night! :)

The review is about His Majesty's Theatre, The Phantop of the Opera show.
The show is good, but the whole experience was completely destroyed by absolutely incompetent rude staff, who, instead of taking care of customers are trying to rob you.
Me and my husband were having a date night yesterday, went to the theatre and my husband gifted me a bouquet of roses. However we were stopped at the entrance and were told that "flowers are not allowed in the theatre". First of all, since when? Even within their performance it's shown when Christine Daae comes to her room after the successful debut, she is carrying lots of flowers. Theatre was always surrounded with flowers at all times in all eras! And now suddenly "not allowed". The reason mentioned is "someone might have allergy". Well... let's look at the URMC hospital review: "The pollen of most flowering plants, such as roses, is heavy, waxy, and spread by insects. These plants generally don't trigger allergies."(unable to provide a reference link, but this research is on the URMC website). So the reason is initially made up. Next, they are saying that they will store our flowers... if we pay for storage!!! If the reason is health and safety, on their opinion, do we really need to pay for it??!!! Charging money for something they consider health and safety???!!! And the last and most ridiculous part. Both staff at the entrance and manager were referring to their "Terms and Conditions"(TaC) that were supposed to say that flowers not allowed. Worth mentioning, that upon request these TaC were NOT presented, instead manager rudely told us to go and read it on website. OK, I'm not lazy, I went on the website to read it, and guess what? NOT A SINGLE WORD ABOUT FLOWERS! Food and drinks - yes, flowers are NOT mentioned (Trustpilot does not have an option for pictures, otherwise I would have submitted a screenshot). How do I suppose to understand that they are not allowed? Citating: " Customers are not permitted to bring any items into the theatre which are illegal or are deemed by the theatre management (at their sole discretion) to pose a health and safety risk, affect the enjoyment of others, cause disruption to the performance or cause damage to the Company’s property."
Once again: "deemed by the theatre management". This is how how they cover up their robbery! If at some point management will decide upon their discretion that you scarf or shoes are not allowed, cause they have laces and someone can be suffocated with it, they will force you to pay for storing your shoes. And to avoid this you suppose to be a mind reader, cause this it NOT mentioned in the TaC that the fully incompetent manager was sending me to read, and fully remains on his decision, now matter what bs it is! And yes, you suppose to understand it from literally nowhere that flowers are dangerous and will not be allowed to the place that historically was always surrounded with flowers, whether it's for artists or customers!
Not saying that the theatre has actually lost money trying to rob us on such an inadequate reason. As initially we were planning to arrive earlier and spend way more than the flower storage in the bar for snacks and drinks. But after being treated like garbage by rude, incompetent, robotic manager, we refused to spend a penny!
What needed to be done instead: apologise for inconvenience, accept the fact that there were actually no warning of flowers prohibition mentioned anywhere, accept flowers free of charge for storage, wishing us good evening and letting us go and happily continue our date and keep spending money at the caffe.
What we get instead: spoiled mood for customers, spoiled impression of the show, theatre looses money for customers are not willing to spend a penny on snacks or merchandise. Therefore, please, teach you customer service to work appropriately, stop lying to customers about TaC that don't exist, apply flexibility and stop being robotic!
And once again, this complaint is not about being charged for storage. If both prohibition and storage price was clearly mentioned in advance - no issue. But the complaint is about poor communication of theatre rules (which are totally inadequate), lies and rudeness of staff, complete inability of a manger to handle even a very simple situation. Hope things will change and customers will be treated with respect and care, but not as a walking wallets.

I have booked tickets for the Palladium and I made a couple of errors. I managed to get through to someone straight away who sorted out the problem for me. Then for another error a day later, I sent an email and they replied within the hour and sorted out the problem. They refunded some money really quickly. We are very impressed with their customer services.

A really disappointing night at the Palladium. We arrived early from work but were directed into the wrong queue by staff, only to be sent back outside after waiting and having my bag searched.

The bar was severely understaffed; after queueing for a long time I was turned away when it closed, and the bar manager was unnecessarily aggressive and brought me to tears.

Inside the theatre, staff misread my ticket and sent me to the wrong floor, separating me from my guest.

Even at the interval, the bar situation hadn’t improved and my guest was turned away again.

Poor organisation, poor staffing, and an upsetting experience overall.