Coronavirus FAQs

1. Are events going ahead?

The closure of the Waterfront Hall and Ulster Hall to the public since 17 March 2020 in response to COVID-19 will remain in effect until the Government ban on large-scale events is lifted.

Our team is working closely with promoters during this time to reschedule as many shows as possible. Lead bookers that have purchased tickets for events scheduled to be held in the Waterfront Hall or Ulster Hall in the coming months will be contacted by email to confirm whether the event is cancelled or rescheduled.

The welfare of our teams and our customers is our priority and we would urge you to follow the official Government guidance to keep you, your families and communities safe throughout this very challenging time.

2. The status of my event has changed, what happens to my ticket?

If your event has been cancelled best efforts will be made to contact all lead bookers by email and your refund will be automatically processed. If your event has been rescheduled, we will contact lead bookers by email with the new date. You will have the option to obtain your original ticket for the new show or request a refund if you are unable to attend the new date.

We advise all patrons to check that the email address on our booking system is up to date to ensure that the correct contact information is held. To update your information, please send us an email and we will update this in 3 - 5 working days.

3. How long will it take for my refund to be processed?

If your event has been cancelled or you have requested a refund for a rescheduled show, the refund of the face value of the ticket price will be automatically issued to the lead booker and the card the original payment was made, please allow 7 - 10 working days for the refund to be processed.

If you paid for an event by cash, please contact our box office and a member of the team will be in touch to issue your refund.

4. I have used a gift voucher to purchase a ticket, do I get the money refunded back onto the original gift voucher?

A refund of the face value of the ticket(s) paid by the original gift voucher will be issued onto a new gift voucher, a member of the team will be in touch with your new gift voucher code. As our venues remain closed to the public, all gift voucher expiry dates will be extended to 12 months upon a reopening date. Once our reopening date is confirmed, we will be in touch with gift vouchers holders.

5. I haven’t yet received an email from the Waterfront Hall and Ulster Hall regarding whether my event is cancelled or not, when will patrons be notified on event changes?

The Waterfront Hall and Ulster Hall teams are liaising with promoters regularly to get confirmation on the status of events scheduled to be held in our venues in the coming months. Once we have received this information from the promoter and artist, we will communicate this to our customers as soon as possible via email.

6. If events in the coming months are proceeding as scheduled, can I still get a refund on my ticket if I’m anxious about attending mass gatherings?

If you have purchased booking protect, which protects your ticket purchase should you be unable to attend the show for reasons outside of your control, you can avail of a refund; otherwise we cannot refund your ticket if events are still proceeding as scheduled. For more information on the areas covered by Booking Protect, please visit our website here.

We will be reviewing the situation in light of emerging information and will not reopen our venues to the public before it is deemed safe by Government to do so.

7. How do we get in touch with Waterfront Hall & Ulster Hall if both venues are closed?

If you do not find the answer to your question within the FAQs provided, please submit your query via our contact us page and a member of the team will revert to you as soon as possible.

If you have any additional questions you can visit our main FAQ page here.