Last updated: 23 August 2021

We are delighted to be welcoming audiences back to our venues and our priority is to ensure that your visit is safe and enjoyable.

Covid-19 has brought about several changes to our operation that will now remain in place for the comfort and safety of staff, artists, and contractors. These include:

  • enhanced cleaning protocols
  • provision of anti-bacterial hand sanitiser stations throughout the venue
  • contactless payments/tickets preferred
  • staff fully trained in current Government guidelines
  • staff encouraged to take lateral flow tests twice a week in line with NHS Scotland guidelines
  • Good to Go and See it Safely accreditation
  • ‘fresh air’ only ventilation systems

In addition to these measures other procedures will remain in the short term but will be closely monitored. These include:

  • the wearing of face masks required in our venues for all unless exempt (please remember that some people may not have visible reasons for their exemptions). 
  • use the NHS Scotland Test and Protect app – QR code available at all venues and option to manually provide details too – staff will be on hand to assist with this. 
  • encourage all to respect other people’s personal space 
  • vaccinations are recommended
  • bar areas open, offering a limited selection – please avoid if crowded and respect people’s personal space
  • audiences are required to leave the venue swiftly after the concert as directed by Front of House team
  • refrain from attending if you are unwell, have Covid-19 symptoms or have been contacted by NHS Scotland Test and Protect in the last 14 days

We will be strongly recommending our visitors follow all our guidelines when visiting our venues.

All of our procedures are designed to keep everyone safe and ensure that all our audiences can enjoy their visit.

Please respect our staff during your visit as they implement the processes, we have put in place to support everyone’s wellbeing.

If you need further information prior to your visit to the Usher Hall, please email us at customer.enquiries@usherhall.co.uk with details of how we can assist you. If you require help during your visit, please speak to a member of staff.

Below are some FAQs that you may find useful and if you have any queries relating to your booking or your visit to the venue please contact us customer.enquiries@usherhall.co.uk

Thank you for your support and cooperation.

Opening hours

Please contact us if you have a query, the best way to contact us is by emailing us at customer.enquiries@usherhall.co.uk  Please include your booking reference and a contact telephone number.

As we reopen, the physical health and mental wellbeing of those who work at the Usher Hall, will be a priority.  Therefore, we are implementing a phased reintroduction of our services. 

A limited telephone service will reopen from 30 August from 10am – 2pm. You can reach us on 0131 228 1155 during this time.

Our counter service will not be open in September during the day.

On performance days our counter will be open 1 hour before the doors open.  Staff numbers will be reduced, therefore please book tickets in advance or contact us regarding any issues prior to attending the event.

Advanced online booking

If possible, please book online in advance and look out for a booking confirmation email from us.

Many events are now only offering e-tickets. These may not be emailed at time of booking. Check your confirmation email for details. If you haven’t received an email or tickets from us, please check your spam folder before contacting us.

If you are unable to book online, we shall be happy to receive your call on 0131 228 1155 Monday to Friday 10am - 2pm.

Feeling unwell?

Please do not attend the concert if you feel unwell, have Covid-19 symptoms or have been contacted by NHS Scotland Test and Protect in the last 14 days. Residents showing Covid-19 symptoms can pre-book a test by visiting www.nhsinform.scot/test-and-protect or by calling 0800 0282816.

A number of British Sign Language videos explaining how to avoid infection, self-isolation advice etc is available on NHS Inform website.

Most of the performances at Usher Hall are presented by external promoters, each of whom have their own policies regarding customers who have tested positive for COVID-19 or have been advised to self-isolate. If you booked your tickets via the Usher Hall, please email us including details of your order reference number to customer.enquiries@usherhall.co.uk by midday on the day of the performance. We will then be able to advise you what procedures you will need to follow e.g. proof of a positive PCR test or Track and Trace contact may be required by some promoters.

NHS Scotland Test and Protect

Please use the free Protect Scotland app from NHS Scotland where possible - QR codes will be available at all our venues and these will take you directly to the NHS website.

The venue will also be manually collating contact details for those who do not have access to a the Protect Scotland app.

Do I need to wear a face mask when attending a performance?

Yes, this is a Scottish Government legal requirement Coronavirus (COVID-19): staying safe and protecting others - gov.scot (www.gov.scot).  All staff, audiences and contractors need to wear face masks in all areas of our venue – whether seated or standing. 

The only exemptions to these guidelines will be when drinking, or if exempt for medical reasons.

I am exempt from wearing a face covering. Can I still attend?

Yes you can attend our performances however, if you are exempt from wearing a face mask please wear an exemption lanyard.

What to expect upon arrival

We will be conducting our standard security checks when you arrive at the Usher Hall.

We would ask that you do not bring large bags as there will be no cloakroom facilities available.

We encourage you to go into the auditorium or take your seats as soon as you can to avoid congestion in the foyer and bar areas.

Please ensure you share your details via the NHS Scotland Test and Protect app – QR codes will be available throughout the venue. The venue will also be manually collating contact details for those who do not have access to the Protect Scotland app.

Will I have to queue when I arrive at the building?

There may be an element of queuing when you arrive at the venue. We would ask that you put your face mask on and keep your distance from the people around you and our team will work as quickly as possible to get you into the venue.

Social distancing

Although social distancing is not a legal requirement, we encourage all audience members, staff, contractors and promoter staff to keep their distance from each other.

Bar information

As normal drinks are not permitted in the auditorium at classical concerts. For all other seated events, drinks will be allowed in the auditorium on all levels subject to the promoter. 

Alcohol and other beverage sales will be allowed throughout the evening into the auditorium for standing concerts, including the seated levels subject to the promoter.

Please be aware due to the large numbers of customers arriving at our bars, queues are likely both pre concert and at intervals. Unfortunately at some of our events there may be a more limited range of drinks available.

We thank you in advance for showing patience and understanding while our team work in this challenging service environment.

Will there be a cloakroom?

Unfortunately, we are unable to offer cloakroom facilities at this time.

Access

Information about access including loop system for hearing aid users, assistance dogs, wheelchair users and parking for blue badge holders can be found here on our Access page https://www.usherhall.co.uk/your-visit/access

Accessible toilets are available and clearly marked on all levels.

An accessibility statement in relation to the Usher Hall’s website can be found on our Accessibility page https://www.usherhall.co.uk/accessibility

Emergency evacuation

Please note in the event of any emergency situation, the Usher Hall Emergency Plan supersedes Covid-19 guidance.

How is air circulated around the Usher Hall?

Our air handling units in the Usher Hall are fed by filtered fresh air. Used air is extracted to the outside and is not recirculated. Filters are changed as part of regular routine maintenance and we have full control over the air system via our Building Management System.

How often will the Usher Hall be cleaned?

The whole venue will be cleaned throughout the day. 

Touchpoints will be cleaned regularly when performances are taking place.

Toilets will be cleaned throughout the day, before, during and after shows