Coronavirus – frequently asked questions
At Bristol Music Trust, the health and wellbeing of our audiences, participants and staff are of the highest priority and we wanted to let you know what steps we are taking in regard to the ongoing Coronavirus spread.
If we have to cancel or postpone an event for any reason at all, we’ll let ticket holders know.
Find out what actions we’re taking to keep our visitors safe below.
Read our full statement and latest updates on Coronavirus here.
Coronavirus - frequently asked questions
Are events going ahead as planned?
In light of the Prime Minister’s statement on Monday 16 March, we have decided to cancel all Colston Hall Presents shows until the end of Thursday 30 April.
In light of the Mayor’s announcement on Tuesday 25 March cancelling all major events until July we regret to say that we will be postponing our Colston Hall Presents Harbourside shows with Belle & Sebastian (Fri 17 July) and Nile Rodgers & CHIC (Wed 16 and Thu 17 July).
All remaining Colston Hall Presents events scheduled to take place between 1 May and the end of July will continue to be reviewed, and we will make a further announcement on the status of these events shortly.
We will contact all affected customers directly.
Is Colston Hall open?
Colston Hall will be closed to the public from until at least Thursday 30 April.
When are events cancelled until?
We are closely following Government advice and assessing if future events can go ahead daily.
At present, all Colston Hall Presents events until Thursday 30 April are cancelled or postponed.
Our Harbourside concerts with Belle & Sebastian (Fri 17 July) and Nile Rodgers & CHIC (Wed 15 & Thu 16 July) are also postponed.
Following the Mayor’s announcement cancelling all major events until July, all Colston Hall Presents shows scheduled to take place between 1 May and the end of July are being reviewed and we will make further announcements shortly.
The status of events from August onwards will be reviewed on a daily basis and we will update customers as early and as fully as we can.
Are large scale outdoor events still taking place?
The Bristol Mayor has cancelled all major events until July.
We have postponed our major outdoor events taking place in this period, including our Harbourside shows with Belle & Sebastian and Nile Rodgers & CHIC.
All events taking place up until 31 July are now under review and we will update shortly.
What are Bristol Music Trust doing to combat Coronavirus (COVID-19)
Following Government closure of music venues on Friday 20 March and the Bristol Mayor’s announcement to cancel major events until the end of July on Tuesday 25 March, we have cancelled or postponed events within this period and closed Colston Hall until at least 30 April.
Our staff are being advised to follow NHS and Public Health England advice, practice social distancing and where possible are working from home.
Queries relating to Coronavirus
I need to contact Box Office, how can I do that?
Our box office will be operating as follows to support customers and respond to enquiries.
Counter service is suspended as the building is closed.
Please contact us via email for all enquiries: firstname.lastname@example.org
The Box Office telephone line is suspended. You can request a call back by emailing email@example.com
Will I get a refund if the event I have tickets for has been cancelled or postponed?
If an event is cancelled, we will first try to rearrange the event and will notify customers if this is possible. If this is not possible we will issue a refund of the face value of the ticket.
What is the status of my Membership
With the ongoing disruption to our live events programme, we will be extending all existing memberships by one year.
We will be contacting all Members to update them of this extension.
Will I get a refund if I decide not to come as I'm feeling unwell?
Refunds are not available due to sickness or ill health.
All events until 30 April are cancelled or postponed and customers are entitled to refunds.
Our Harbourside shows between Wed 16 – Fri 17 July are postponed and we ask for customers to wait for a rescheduled date before requesting a refund.
All other events from May onwards are being reviewed on an ongoing basis and we will update customers as the situation develops.
I purchased Booking Protect with my tickets, what does this entitle me to?
If you have purchased refund protection through Booking Protect and feel that you have a claim to make, please contact them directly via firstname.lastname@example.org
Is my booking fee refundable?
Bristol Music Trust is a charity which puts on a live performance programme through Colston Hall and runs the award-winning music hub Bristol Plays Music, providing education to 39,000 young people in Bristol every year.
We charge a 9% booking fee on transactions. This fee contributes significantly to our charitable activities, and helps us to reinvest in running our organisation. As well as our charitable work, it helps meet the costs of ticket retail, distribution and new technology – ensuring our customer service to you is a good as it can be.
Ticket fees are therefore non-refundable. We will only issue refunds of the face value of the ticket.
I’ve been asked to donate my refund, what does this mean?
Customers have been asked to consider donating their refund if they feel they are able. As a music charity, this will help us greatly in meeting the costs that we will still incur from these cancellations and to help support the artists with whom we work.