[. . .] My most recent experience of Access Services was attending Hamilton at the Victoria Palace Theatre, and it is amongst the best I’ve experienced. As some may be aware, entry to Hamilton is complicated due to strict conditions of entry, so there is often a long queue to enter the theatre – this was something that I was quite worried about. Before our visit I’d called and explained my difficulty standing for long periods and was told to identify myself to a member of security on arrival and someone would be expecting me. Within a couple of minutes, a member of staff arrived and fast tracked me through the security process. After a quick chat with the ever important question of ‘how are you with stairs?’ asked, we headed to an area where I could sit and wait, as the auditorium had not opened yet. Once settled, as I had a companion, I was asked if I would be happy to remain where I was while the member of staff helped other Access Customers, assuring me that once auditorium opened he would return. As promised, once the auditorium opened he returned and escorted us to our seats, pointing out the nearest bar and accessible toilets as we went. On reaching our seats he waited until I was settled, made sure there was nothing else I needed and chatted with us for a while about the show and theatre – his enthusiasm for both clear, adding to the excitement we already felt about attending the performance. At the interval he came by to check everything was okay and that we didn’t need any extra help then or later, and made sure to point out the most accessible exit for the end of the show before heading off to check on the afternoons other Access Customers – it was a full house so I expect he was quite busy. What made the experience special was that at no point did I feel rushed or that I was an extra burden on already very busy staff – a feeling felt from every staff member I interacted with, not just the staff member who had been assigned to help Access Customers that day. The whole experience was extremely positive – so much so that I took the time on arriving home to email and compliment the staff on the service they had provided – something we as customers often forget to do but I know is really appreciated. When I first started to use Access services I was always scared that someone would look at me and decide I was lying about my needs and refuse to help me, but this has never been the case. I have always been made to feel welcome and have never been questioned when I’ve asked for a little extra help. I’m very grateful for this acceptance and openness, it’s something I always aim to provide when working with Access Customers myself. For further information about Access Services provided at the Victoria Palace Theatre and other Delfont Macintosh Theatres please click here. You can also call their dedicated access line on 0344 482 5137 or e-mail [email protected] for more personalised information.
Theatre Access Schemes – Part 2 (everything theatre)
