Microsoft Outage Leaves Theatre-Goers Without Tickets as Three Operators Issue Advice

Theatre-goers who had booked through three operators found they could not reach their tickets after a global Microsoft outage began around 6pm UK time on 12 November. LW Theatres, Nimax and ATG have each told patrons how to get in to see their shows anyway.

Many people could not open the emails that carry their booking details and e-tickets. The outage affected Microsoft services worldwide, and the theatre companies moved quickly to set out fallback routes.

ATG said attendees could still access their tickets through the ATG Tickets app or website. It also asked people to arrive in plenty of time, so that staff have room to help with tickets at the venue.

LW Theatres asked anyone with an urgent enquiry to phone its Customer Services team on 0203 925 2998. For same-day performances, it said tickets could be collected from the box office if customers could not get them online.

Nimax asked customers who needed Customer Services to call 0330 333 4815. Like LW Theatres, it said same-day tickets could be collected from its Box Office if customers could not access them online.

For most people, the practical step is simple. Try the app or website first, and if that fails, call the number for the theatre you are visiting. Allow extra time before curtain-up, because box office and customer service lines are likely to be busy while the outage continues. Bring photo ID and the card used for the booking, since staff may ask for them to find a reservation.

The outage is a reminder of how much of the theatre booking process now lives online. An e-ticket is only useful if the phone or laptop holding it can open. For a show that starts at 7.30pm, a missing email can turn a quiet evening into a rushed search at the box office. No further updates have been announced at the time of writing.