Coronavirus FAQs

1. Are events going ahead?

On 16 March 2020 a Special Meeting was held and Elected Members of Belfast City Council agreed to close Waterfront Hall and Ulster Hall in response to COVID-19. BWUH Senior Management have agreed these measures will remain in place until 17 April 2020, with a review of this decision in light of emerging information scheduled for 06 April 2020.

Events will be rescheduled to future dates where possible.

This is not a decision that has been taken lightly and has been done in order to protect public health. Belfast City Council and BWUH Senior Management have been in consultation daily as the situation has developed and the measures implemented are in response to business demand and forecasts as well as client and customer sentiment.

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

Lead bookers that have purchased tickets for events scheduled to be held between 17 March 2020 and 17 April 2020 will be contacted by email to confirm whether the event is cancelled or rescheduled.

Lead bookers that have purchased tickets for events scheduled to be held after 17 April 2020 will be contacted by email following the review on 06 April 2020.

2. My event has been cancelled, what happens to my ticket?

If your event has been cancelled best efforts will be made to contact all lead bookers as soon as possible with information regarding a refund or a rescheduled date for the event.

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 a refund on my tickets if my show has been cancelled?

The refund will be issued to the lead booker and the card the original payment was made, this may take 7-10 working days. If you paid for an event by cash our box office team will be in touch to issue your refund.

Due to the high demand we are experiencing at present, if you have not received a refund within 3 weeks, please send us your details including your booking reference (found on your ticket) and we can look into this for you.

4. 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 statements from the promoter and artist, we will communicate this to our customers as soon as possible via email, telephone or social media.

5. If events in the coming months (post 17 April) are proceeding as scheduled, can I still get a refund on my ticket if I’m anxious about attending mass gatherings?

We will be reviewing the situation in light of emerging information on 06 April 2020 after which we will have further clarification on future events. Until this decision has been made, all events scheduled after 17 April will be going ahead as planned.

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 scheduled as planned. For more information on the areas covered by Booking Protect, please visit our website here.

8. 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.