Coronavirus – frequently asked questions

Updated 6 July 2020

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 and the reopening procedure for our venue.

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?

    Due the Covid-19 outbreak and the subsequent closure of music venues, all of our Colston Hall Presents concerts until Tuesday 1st September 2020 have been rescheduled or cancelled. That includes rescheduling our Colston Hall Presents Harbourside shows with Nile Rodgers & CHIC to Wed 14 and Thu 15 July 2021, and Belle & Sebastian who will now play on Fri 16 July 2021.

    As the government advice changes it is likely that we will need to push back some of our rescheduled concerts into 2021. We are working to reschedule these dates as soon as we can.

    We will be contacting all customers directly to advise of this situation.

  • Is Colston Hall open?

    Colston Hall is currently closed to the public until at least Tuesday 1st September.

  • 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 Tuesday 1st September 2020 are cancelled or postponed.

    We have rescheduled our Colston Hall Presents Harbourside shows with Nile Rodgers & CHIC to Wed 14 and Thu 15 July 2021, and Belle & Sebastian will now play on Fri 16 July 2021.

    The status of events from Tuesday 1st September 2020 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?

    All major events in the city have been cancelled until further notice.

    We have rescheduled our Colston Hall Presents Harbourside shows with Nile Rodgers & CHIC to Wed 14 and Thu 15 July 2021, and Belle & Sebastian who will now play on Fri 16 July 2021.

    The status of events from Tuesday 1st September 2020 onwards will be reviewed on a daily basis and we will update customers as early and as fully as we can.

  • What are Bristol Music Trust doing to combat Coronavirus (COVID-19)

    Following government advice Bristol Music Trust has closed its venues and has cancelled or postponed events until at least Tuesday 1st September 2020.

    Our staff are being advised to follow NHS and Public Health England advice, practice social distancing and where possible are working from home.

  • What are Bristol Music Trust doing to advocate for venues and the live music industry during this period?


    This is a fast-changing and difficult situation for us all, and we aim to support musicians, staff and our audiences as best as we can.

    The impact on the music and events industry is significant, as tours and festivals that have had a huge amount of work put into them get cancelled.

    We are working closely with our partners, funders and other arts organisations to ensure we are supporting and advocating for the return of this important industry. Our two Bristol Takeover online festivals have raised over £16k for the Music Venues Trust and local venues and artists and we are lending our voices to national campaigns such as #Letthemusicplay to tell the story of the importance of live music.

    We are doing everything we can to protect those we work with and enable us to be ready to return to our mission of unity and joy through live music.

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: boxoffice@colstonhall.org

    The Box Office telephone line is suspended. You can request a call back by emailing boxoffice@colstonhall.org

  • 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

    All memberships remain valid. If you have any questions surrounding your current membership please contact development@colstonhall.org

  • 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 Tuesday 1st September 2020 are cancelled or postponed and customers are entitled to refunds.

    All other events from September 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 info@bookingprotect.com

  • 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 can 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.