Venue Description

We are a 1000-seater theatre in London's West End. We can be found on Charing Cross Road, between Leicester Square and Tottenham Court Road Tube stations. The Phoenix Theatre is owned and managed by the Ambassador Theatre Group (ATG). Our venue Access Lead is Alice Mowatt (Deputy Sales and Ticketing Manager). The Phoenix opened in 1930 and has a long history of plays and later musicals, featuring notable thespians throughout. The building is designed in an Italian style inside and parts of the building are listed. Please see our website for more venue infomation and history.

Accessibility

Access Host The Access Host is a member of our Front of House team who is there specifically to assist and guide patrons with disabilities or access requirements during your visit to the venue. If you would like their assistance, please ask for the Access Host on arrival. Sometimes, there may be a short wait for the host whilst they are assisting another patron. Occasionally, there may not be a dedicated Access Host available, in which case, another member of staff will be able to assist. Access to bars or refreshments There is a bar on every level of the theatre, but none of our bars have full step-free access. For patrons wishing to purchase drinks, snacks and programmes before the show, or during the interval (if applicable), without steps, we offer an at-seat service as an alternative to visiting the theatre’s bars. Please ask our Access Host or any member of staff in the auditorium for more information. Foyer Bar Accessible via our main entrance on Phoenix Street, 1 shallow step up from street level. A ramp can be provided upon request. One bar with two terminals, also main point of sale for show merchandise. There is no seating in this bar. If you need to wait in the foyer and are unable to stand, please ask a member of staff and a chair can be provided. The Stalls and Dress Circle level are accessed by steps from the Foyer. Stalls Bar – ‘Icons Bar’ 13 steps down from Main Foyer, then an additional 3 and then 4 steps down again (7 total) from Stalls auditorium level. One long bar with three terminals. Limited seating available: two low tables with chairs and bar stools with backs, also some low chairs just outside the bar. Ambassador Lounge Package bookings only. 13 steps down from Main Foyer, then an additional 5 steps down from Stalls auditorium level. Hosted bar, with low tables, standard height seating. Includes a seat by a table for all party members. Alternative, step-free options for lounge packages available by pre-arrangement. Dress Circle Bar 21 steps up from the main foyer then an additional 3 steps up from Dress Circle auditorium level. One bar with two terminals, limited seating with standard level tables and chairs, plus standing room. Two low armchairs with low table just outside main bar area. There is a piano in the bar, but it is not in use during show incomings. Access to Grand Circle via stairs through door at the back. Grand Circle Bar 51 steps up from Grand Circle entrance on Phoenix Street, or 21 steps up from the Main Foyer then an additional 3 steps then 22 steps up from Dress Circle Bar (46 steps total). 8 steps down from Grand Circle auditorium level. One bar with two terminals and limited seating: One low table with low chairs and two tall tables with tall stool style seats, plus standing room. Vision Impairment For patrons with visual impairments, wishing to sit close to the stage, we recommend seats in Stalls Rows A-C. Front Row Stalls Seating – Row AA Seats in the Stalls Front Row AA may not be available to purchase in advance, as they may be held by the Box Office as Lottery or Day Seats. This will vary depending on the show. Please check with the Box Office for more information on this, including any view restrictions. Hearing Assistance A Sennheiser Infra-red sound amplification system in use in the Dress Circle and Stalls levels of the auditorium. This is unfortunately an old system with a poor range and users may experience some difficulties in using it. As such, we cannot currently guarantee the loop system will be functional for use on the day of your visit. Please be aware this is temporary, as we are due to have a new system installed in Autumn 2023. In the meantime, please contact the Box Office or venue access lead ahead of booking and we will do our best to accommodate you in seats that are most likely to receive a signal for the system. We apologise for any difficulties this may cause and are actively working to improve the service we offer. Once booked, neck loops (for use with a compatible hearing aid) or headsets can be collected from our Access Host on arrival, or by asking any member of staff. Please read Infrared System Instructions. Level or Stair-Free Access: Our accessible entrance is at the side of the building on Flitcroft Street. This gives stair-free access from street level to Row A of the Dress Circle (high numbers side), Box C and the accessible toilet. Patrons should come to the Main Entrance on Phoenix Street and request an escort from the Access Host to the stair-free entrance, as it must be opened by staff. Please note that there are no lifts in the building and that there is no stair-free access to the Stalls, Grand Circle or other areas of the Dress Circle, than those listed above. Recommended seats: For patrons with limited mobility who need stair-free access and wheelchair users wishing to transfer into a theatre seat, Dress Circle Row A has level access from Flitcroft Street. A28 is a fixed seat on the end of the row, which may be used to transfer into with no stairs. If it is comfortable to navigate two to four stairs, seats in row B and C are also recommended. There is an increase of two shallow steps (with a handrail) per row. We recommend choosing seating closer to the left end of the row (high numbers) as these are much closer to our accessible entrance. Moving further along the row requires navigating the narrow space between seats, or navigating up to 18 steps up to the top of the Dress Circle and the same number back down the centre or far side aisle. However, for those who need stair-free access but do not need to be on the end of the row we also recommend A25-26. Seats right up to the end of the row (number 28), are clear view seats, with no restrictions. For wheelchair users who wish to remain in their own chair, Box C contains space for two wheelchair users or one wheelchair user and one companion/personal assistant. The corridor to Box C is 90 cm wide and the door to Box C is 78 cm wide and there is one relatively tight turn involved. For larger motorised wheelchair and mobility scooter users, please check the dimensions of your chair/scooter prior to booking. There are two unfixed seats in the box, without arms, that can be removed as required. Please be aware that Box C carries a view restriction, of up to 25% on the left side of the stage. Wheelchairs and other mobility aids (such as walking frames) can be looked after by the venue during the performance and returned to patrons at the end of the performance, or at the interval (if applicable). Please be aware that wheelchairs and mobility scooters from patrons who are transferring to seats will be stored safely in our main foyer during the performance, as there is not space to safely store them in the auditorium. Step Information By Level Main Entrance & Foyer The main entrance to the theatre is on Phoenix Street. The Box Office, Foyer bar and Merchandise are one shallow step up from street level. A ramp for wheelchair users can be provided on request. The Stalls and Dress Circle are reached via stairs from the Main Entrance. Charing Cross Road Rotunda Entrance Please be aware that this is NOT the main entrance for the Phoenix Theatre, the main entrance is around the corner from here, on Phoenix Street. However, this may sometimes be used as an additional exit or point of entry for busy performances. This entrance is on street level, but access to or from other part of the theatre is via stairs only. 16 steps down to the Stalls level or 18 steps up to the Dress Circle level, both with handrails. There is no access to the Grand Circle from here. Stalls There are 13 steps, with a handrail, down to the Stalls from the Main Entrance. There is no lift and the Stalls can only be accessed on foot. There are exits at the rear of all aisles, which slope gently towards the stage and are all at least 1 metre wide. Once reached, most of the Stalls level is flat, but patrons will have to negotiate 3-4 additional steps, down and up, to reach bars and toilets. Dress Circle There are 21 steps, with a handrail, up from the Main Entrance to the Dress Circle, with no lift. Entry to the dress cirlce via this route is from the rear and there are exits at the rear of the Dress Circle on both sides, but not in the centre. The aisles in the Dress Circle are steps which run down from the back (Row K) to the front (row A). There are 18 steps in these aisles, two per row. There are handrails on the side aisles but not the centre aisle steps. Side aisles are approximately 1 metre wide, the centre aisle is approximately 90cm. The bar is an additional 3 steps up from the back of the Dress Circle. The front of the Dress Circle can be accessed from street level via our accessible entrance on Flitcroft Street, for step-free/reduced step-seating in Box C and Rows A-C. (see recommended seats). Please be aware that for busy performances, the rear aisle of the Dress Circle is sold as Standing Room. This is also a suitable area for patrons to stand who may have difficulty sitting for the whole performance. Grand Circle The Grand Circle Entrance is on Phoenix Street, to the immediate left of the Main Entrance. There are 51 steps up from the street to the Grand Circle, or 21 steps up from the Main Foyer then an additional 3 steps then 22 steps up from Dress Circle Bar (46 steps total). There is no lift and the Grand Circle can only be accessed on foot. All stairs have handrails. Entry to the Grand Circle is from the rear. The aisles in the Grand Circle are steps which run down from the back (row J) to front (row A) there are 24 steep steps with handrails. Aisles are all approximately 1 metre wide but narrow to 85cm on Row A. Please be aware that for busy performances, the rear aisle of the Grand Circle is sold as Standing Room. This is also a suitable area for patrons to stand who may have difficulty sitting for the whole performance. The Grand Circle is not suitable for patrons with Vertigo. Sunflower Lanyards and Hidden Disabilities The Phoenix Theatre participates in the Sunflower Lanyard Scheme, which offers visitors with hidden disabilities the opportunity to wear a sunflower lanyard whilst visiting the venue, as a discreet way to alert staff that they may need additional time or support. Anyone who feels they may benefit from a sunflower lanyard may use one, we do not ask for proof of eligibility. If you wear a Sunflower Lanyard to the theatre, you may be approached by our venue Access Host, who will ask if there is anything they can do to assist you during your visit. Please let them know how we can best support you, if required. If no assistance is required, please let them know and they will not ask you again. We can supply visitors with a sunflower lanyard, or you are welcome to bring your own. Lanyards can be collected from our Box Office, up to a week before your visit, or by asking any member of staff when you arrive for the show. Lanyards are offered free of charge and can either be kept, or returned to a member of staff at the end of your visit. Auditorium Seating All auditorium seats are the same size and type with folding seats which spring back against the backrest and separated from the next seat by a single, shared armrest. Approximate Auditorium Seat Dimensions: Seat height from floor: 40cm Seat Depth: 40cm Seat Width: 44cm Backrest height: 50cm Legroom is better in the Stalls, with less space in the Dress and Grand Circles, due to stepped seating. Otherwise, aisle seating is recommended. Stalls Row J is indented at either end, meaning optimum legroom is in K1 and K28. Box Seating (Box B and Box C) Boxes contain two removeable, loose seats with no armrests. Their approximate dimensions are as follows: Seat height from floor: 44cm Seat Depth: 48cm Seat Width: 56-58cm (seat is wider towards the front) Backrest height: 50cm Box B is situated on the right side of the auditorium and is only accessible via steps, but is useful for patrons who may be more comfortable in our loose seating or a more private setting. Box C is situated on the left side of the auditorium and is reserved for wheelchair users who wish to remain in their wheelchair. Both boxes carry a view restriction of up to 25% of the closest side of the stage. In Come From Away, most of the action happens centre stage, so the impact of this restriction is relatively minor. Boxes have excellent legroom, as the seats can be moved. Aisles, Stairs and Corridors All levels of the auditorium have an aisle in the centre and on either side of the seating blocks. The aisle has a gentle slope in the Stalls, and steps down in the Dress and Grand Circles. All aisles are a minimum of 90cm wide. All entry to the auditorium is from the rear of each level and the Dress and Grand circles have a rear aisle which also serves as standing room during busy performances. All stairwells and corridors are at least 1m wide. All stairs/steps have handrails and stair nosing. Except on the centre aisle of the Dress Circle, which has no handrails.

Accessibility Guide

Accessibility Guide Link: https://www.atgtickets.com/venues/phoenix-theatre/info/

Access Statement

Access Statement Link: http://www.atgtickets.com/access/introduction/

Accessible Performances

Access Performances All accessible performances are listed on the ATG Tickets Website. - https://help.atgtickets.com/hc/en-gb/sections/4865847624210-Upcoming-Access-Assisted-Performances?_ga=2.55029995.171247764.1677931070-1843563231.1677931070 Audio Described Performances For Audio Described performances, you can sit anywhere in the Stalls or Dress Circle that is available to book, as we use VocalEyes own radio headsets, but we recommend Stalls D-G or Dress Circle A-E. Captioned Performances For Captioned performances, caption screens are usually fitted both sides of the proscenium arch, either side of the stage. Seats towards the front and centre of the Dress Circle are recommended for the best view of both the Caption screens and the stage. However, this may differ for some productions. Recommended seats will be available for online booking by access members with the relevant requirements, or please check directly with the Box Office or venue access lead, to advise before booking. BSL Interpreted (Signed) Performances. For signed performances, the interpreter will usually be located on a platform to one side of the stage, so we would generally recommend centre Stalls and Dress Circle seating. However this may differ for some productions. Recommended seats will be available for online booking by access members with the relevant requirements, or please check directly with the Box Office or venue access lead, to advise before booking.

Awards List

Sunflower Lanyard Scheme

Toilets

Our accessible toilet is located inside the Dress Circle auditorium, accessible via our level access entrance on Flitcroft Street. It is reached via a short corridor that is 90 cm wide and a 78cm wide door into the and the theatre's 'Royal Room'. There are no steps to this toilet from the accessible entrance on Flitcroft Street, Box C or Row A of the Dress Circle, but there are 2 slightly awkward turns. This is a gender-neutral toilet and its own enclosed space, including the basin, with a lockable door. Other toilets in the building are all accessed via stairs. Stalls: 13 steps down from main foyer, plus: Ladies: 7 steps down and 3 steps up, right and left of Phoenix Icons Bar. Gents: No additional steps, rear of Stalls corridor - high seat number side. Dress Circle: 21 steps up from main foyer, plus: Ladies: 18 steps up from Dress Circle Level or through the back of the Dress Circle to the far side, on the same level as the top of the Dress Circle. This toilet also contains one larger cubicle with lowered sink and grab rails and one standard cubicle with grab rails and outward opening door. Gents: 3 steps up from Dress Circle level. Grand Circle: 51 steps up from Phoenix Street. Ladies: 8 steps up from Grand Circle Bar/no additional steps from Grand Circle Auditorium. Gents: No additional steps up in Grand Circle Bar,/8 steps up from Grand Circle Auditorium

Staff

As well as our venue Access Lead and dedicated Access Host, all members of the Customer Experience Team and the Ticketing Sales Team have staff trained to assist patrons with disabilities and access needs.

Assistance dog facilities

Assistance dog exercise facilities

St Giles Churchyard, accessible via Flitcroft Street

Other assistance dog facilities

Assistance Dogs are welcome and can be looked after by the theatre staff during the performance, if requested in advance or on arrival. If you would like your dog to stay with you, please contact us so we can ensure your seats have suitable space for your dog. Please also check the show information for any trigger warnings. Please bring any information including toileting instructions for staff taking care of your dog as well as any items needed to settle them, such a toy, blanket or treats. We may be able to accommodate other types of assistance animals, providing they are fully trained, but please check with the box office or venue access lead before booking if you have not previously visited us with your assistance animal.