FAQ

For all enquiries please email: hello.campuswest@welhat.gov.uk

Known issues: We have noticed that if you have a Yahoo, Hotmail and Live.com legacy email accounts, and this is not particular to us, that emails sometimes just don’t get to the your email account. We would recommend updating your email account or use another non legacy email address.

If you are successful with your booking, a receipt of your card payment will be emailed to you and you will then receive a second email confirming your tickets and other purchases if any. This email tends to arrive a minute or two after though.

If you cannot find your ticket confirmation email, the first thing to do is to check your spam, junk mail or trash folder. Search tickets@campuswest.co.uk or tickets@ for ease.

If you find the email from Campus West, (booking@campuswest.co.uk), select it, right click and move to the folder of your choice e.g. inbox.

You can also add our tickets email address - tickets@campuswest.co.uk to your email account Safe Senders List or Filter. Please see guide on how to do this on your Hotmail, Yahoo and Gmail accounts.

Also check your email rules and disable any rules or forwarding rules relating to tickets or Campus West.

You can also change your antivirus software program filter to allow emails from booking@campuswest.co.uk. Email programs and providers as well as firewalls and antivirus software has been known to sometimes block legitimate emails.

You can access your online account only when it is activated i.e. by booking online or having your account and password set previously. All your purchase history along with details of tickets for your up and coming events will be listed on your account.

Here is a guide on how to check your tickets on your Campus West Online Account

You do not need to print the tickets out but you can just show the ticket details displayed in your online account as this will allow you entry to your film, session or event at Campus West.

If you are having a party at Campus West and you have changed your email address to another, let us know at parties.campuswest@welhat.gov.uk and we will resend you your party confirmation letter that has the link to party food form.

Yes you can.

The following steps will show you how you can confirm and pay for your reservation through your Campus West online account.

• Click the Log-in button at the top right corner of the website
• A log-in details form will pop up - Enter your username (you can also use your CRM or Zebra Discount number as your username) and password
• When you've successfully logged in, select the Reservation tab (This option is only available when there is a reservation pending in your account)
• Select by ticking the box or boxes of your reserved tickets
• On the top right corner above the reserved tickets row, select the Confirm link
• The tickets will now be placed in your order basket
• Click the Proceed to checkout button
• On the Checkout page, tick the box confirming you have read and agree to our terms and conditions
• You can click on the Gift Voucher link if you wish to pay with vouchers or coupons, otherwise click the Pay with credit or debit card button
• This will take you to our payment processing page to complete the transaction

Here is a simple guide on how you can confirm your reservation online

Please note that all unpaid reserved tickets will be released back on sale at the end of the expiry date.

An online booking is successful when you get a confirmation email of your order with your selected seats or spaces reserved for you.

However there are few occasions when online transactions are unsuccessful and customers are told by their bank that the money has been taken from their account. What happens in such situations is that the bank authorises the payment and ring-fenced the money with the expectation that we will collect the payment but we may be unable to do this if there is a communications failure or an error during the booking process. Since we cannot claim the money, the tickets are not released, no confirmation email is sent and the seats or spaces will still be available to be booked. For the customer, the money will be returned back automatically by the bank into the customer’s account usually after 5 working days.

• Click on Log-in icon at the top of your screen
• Login as you would normally
• Your name and CRM will appear at the top of the screen
• Click on the drop down arrow at the top of the screen adjacent to your CRM and select Personal Details
• Just below the address, select Change Password
• The Change Password pop up is displayed, follow the instructions and click OK when done
• This guide - how to change your password on your Campus West online account shows you how to carry out the steps above.

Yes. You can collect tickets booked online at any time before the start of an event.

When your online booking is successful, you will receive a confirmation eTicket email. If you have a printer, you can print this confirmation email and show it at the entrance of the event. If you don’t have a printer and you still prefer to have the paper ticket, not to worry, just go to Humphrey's bar upstairs and you will have your ticket printed by one of our till operators. It is recommended you leave enough time before your event to do this as the bar may be busy.

However, if you have a smartphone and don’t want to print your ticket, you will be admitted to the event you bought tickets for by simply showing your confirmation email on your phone at the entrance of screens 1, 2 or 3 or at the entrance of Roller City or Soft Play City.

• Click on Log-in icon at the top of your screen
• Login as you would normally
• Your name and CRM will appear at the top of the screen
• Click on the drop down arrow at the top of the screen adjacent to your CRM and select Personal Details
• Just below the address section, select Edit
• The Edit pop up page is displayed, follow the instructions and click OK when done

This guide - how to change your contact details on your Campus West online account shows you how to carry out the steps above. Apart from your CRM ID, you can change everything here including your login name.

We are sorry but we do not refund tickets. If, for whatever the reason Campus West and its operations closes due to unforeseen circumstances i.e. snow, other inclement weather and building evacuation or for whatever reason, we will offer replacement tickets to at least the value of the original ticket.

If other circumstances prevent the customer from attending Campus West and its operations, no replacement or refund will be given. The decision not to attend any event is then purely that of the hirer or customer.

The health and safety of our guests is incredibly important.

You are therefore able to exchange your tickets for a credit voucher up to 24 hours before your performance, so if someone in your party has COVID 19, there’s no need to worry.

Please get in touch with us at hello.campuswest@welhat.gov.uk to get a credit voucher.

Please see our terms and conditions for the use a credit voucher.

Yes, we will exchange tickets for different screenings, performances, events or sessions but only on a like-for-like basis and it must be 24 hours before the event start time that you cannot now attend. Exchanges can only be carried in person at Campus West from Humphrey's by screen 2 and 3 (10am-8pm daily).

So, for instance, we will exchange film tickets for film tickets, or Roller City tickets for Roller City tickets If there is a price difference, this will either be refunded or added on for payment – but please bear in mind also that there is a £2 Administration fee (per transaction) for Exchanges.

However, if you wish to change your seat within a screening/performance/session (that you have already paid for and there are seats available), you can do so without any charge. This is different from moving to another screening/performance which incurs a £2 administration charge.

We will let you know if there is availability and send a reservation email with a £2 exchange fee. The email will contain a link explaining how to pay the exchange fee online. After paying, please forward the confirmation email you receive to hello.campuswest@welhat.gov.uk and we will process the exchange.

With live theatre performances, however, an exchange is not so easy. As live prices are often very different, straight exchanges cannot always be made, plus the contract that we have with the incoming company may not allow for it either. This is especially true for amateur companies or those hiring the theatre where the tickets sales are exclusively theirs and we are not always at liberty to adjust their income. It is always worth asking if you can exchange on a live show if you need to, but please be aware that sometimes we cannot.

We offer concession tickets to children, students and senior citizens.

By concession we refer to a discounted ticket price offered to a child, student or senior on some performances and cinema screenings. This is usually labeled 'Senior/Student/Child'.

For the purposes of its use and eligibility, we regard a 17 year old and under as a child, a student as a customer with a valid NUS Card or local college ID and a senior as 60 years and over.

Please be aware when presenting your concession ticket for checks by our front of house staff at the cinema or theatre entrance you may be required to provide evidence such as a student ID, a senior card or bus pass.

We are sorry no card will be reprinted when it is reported lost or stolen. What we only need at the point of sale is your CRM number. If you can't remember what your CRM number is, please email hello.campuswest@welhat.gov.uk stating your full name and postcode and we will email you the number.

We encourage you to add your CRM number - as a note to your wallet or purse or any portable standalone electronic device you can easily store, access and read names and numbers from. Better still you can store your Zebra Discount membership along with other store cards, if you wish, on your phone.

There are several loyalty or discount card apps you can use to capture your Zebra Discount Card details on your smartphone. You can do your own research by searching your device app store to see which is most appropriate for you. We are not recommending any, though for your convenience we have listed four below:

• Storcard
• Reward Cards
• Bring!
• Pass2U Wallet

Please follow the apps installations instruction to register your Zebra Discount membership on your smartphone.

Zebra Card Discount will be recognised once you have logged in and give you the discount if applicable. See here for all Terms and Conditions of the Zebra Card.

Other discounts will apply once you have logged into the payment system and are in 'My Basket'.

The use of CEA cards in Campus West generally covers most cinema screenings, Soft Play City and Roller City Sessions. Not all events, e.g. Panto, No Discount cinema screenings, Live on Screen or Campus West Specials are included in the CEA scheme.

Where applicable, the CEA Cardholder will receive a free carer ticket when booking tickets online or in person.

To get the free carer ticket, the CEA card holder must possess a valid CEA card and for the first time, will have to register as a cardholder in our system. During the booking process, they must also select two seats or spaces using the correct ticket types.

For those who do not have a CEA membership, they can apply for one from www.ceacard.co.uk.

Once you have your card, email a screenshot of the card with the expiring date to hello.campuswest@welhat.gov.uk or show your card to the till operator when next you are at Campus West and you will be set up in the system. This process will enable you book your free carer tickets either in person or online.

Please note:

Tickets for the carer must be processed in the same transaction as the ticket for the accompanied person or carer.

Discount will be applied automatically when you are logged into your account.

The Booking Process

For Cinema and Live Theatre events:

Select two seats, then at the right-hand sidebar of My Tickets section, change the default Standard ticket type to the following:

CEA Cardholder for the first seat and Carer (Free with CEA Cardholder) for the other seat.

In events where there are concessionary (children and senior) tickets and the patron being cared for is eligible, select the two seats using the ticket types: CEA Cardholder (concession) for the first seat and the Carer (Free with CEA Cardholder(concession)) for the second.

For Roller City Sessions:

Depending on the scenario, select two spaces using the correct ticket types:

If you have your own skates, select one space as RC (Free with CEA Cardholder) and another space as CEA Cardholder Skater Entry Only.

If you don’t have your own skates, select one space with the RC (Free with CEA Cardholder) ticket type and the another space with the CEA Cardholder Skater with Skate Hire ticket type.

For Soft Play City Sessions

For 7 years and under in Soft Play City, we will accept any valid card or document which proves the disability of the child that needs assistance and issue over the counter a free carer's ticket. This means unlike the Cinema and Roller City, you cannot book the free carer ticket online for Soft Play City. Please note if full ticket prices are paid online, no refund will be issued in retrospect.

There are specific age limits depending on the activity you would like to do.

In Roller City, we suggest all skaters to be aged 8 or over as in our experience, younger children may find it challenging.

All films screenings in the Cinema are subject to BBFC age limits which can be found on each individual film page

Selected theatre performances have age limits and will be indicated on each individual performance page

Soft Play City has a maximum age limit of 8 years old and a height limited to 1.50m

Of course! Guide dogs and hearing dogs are always welcome in Campus West.

No. We do not allow any external equipment even though they are PAT tested.

For music you can share your Spotify playlist with us if you have one. Just email it to hello.campuswest@welhat.gov.uk and we will make sure it is all set up and ready on the day of your party.

No. Unfortunately, we cannot store any foods in our fridges or freezers for parties as we do not know how, when and where they were prepared and at what temperature the foods have come in. We also do not offer such storage service as we do not wish to contaminate our foods with any other food from outside sources.

We will however accept a Birthday Cake as this can be stored separately.

Every year, we receive literally hundreds of requests for donations of tickets from a variety of charitable organisations.

We are very happy to provide these where we can however to only those groups, organisations and events that are located within the district of Welwyn Hatfield. Borough Council.

As a result, if you would like to request any donations we will need you to fill out the application form and we will process your form and, as long as you meet our criteria, we will then send some complementary tickets out to you.

Guidelines:

• We require at least 4 weeks’ notice of the event
• The official address for the group you are requesting donations for must be within Welwyn Hatfield Borough Council.
• You can only receive one donation per calendar year.
• Donation requests will only be accepted via this form.
• Most donations are comprised of 4 x complementary tickets to Roller City, Soft Play City or The Cinema. Expiry date will be 6 months from date of issue.
• If successful, donations will be sent out by post.