Frequently Asked Questions

   

Hibernation

We’ve taken the difficult decision to cancel all shows at our four PizzaExpress Live venues until Spring 2021.
Despite a successful trial re-opening at PizzaExpress Live in Holborn during October and working hard to implement extensive safety measures, we believe these precautions could become increasingly intrusive in our small, intimate Live venues - particularly if national restrictions increase as COVID cases rise nationally.

We remain devoted to supporting live music and will be sure to rearrange dates for the new year once the situation has improved.
This is the last decision we wanted to reach – we know the disappointment it will bring to our valued customers and the incredibly talented artists who were scheduled to play - but safety and caution must prevail.
We’ll be back and the shows will go on when we come out of hibernation.

      

What measures have you put in place to ensure PizzaExpress Live venues are COVID secure?

Our priority is to keep everyone safe while providing great entertainment, so we've introduced a range of new measures that support Government guidelines relating to live performances. These include:

  • New physically distanced layouts in our venues with significantly reduced capacity
  • Enhanced protocols for our air ventilation systems
  • A new digital menu and cashless payment to encourage social distancing and assist customers
  • Customer hand sanitiser stations in all our venues
  • New routines to minimise physical contact and maintain distance when setting, serving and clearing tables
  • Enhanced cleaning regimes that include regular sanitisation of all contact surfaces
  • A culture of handwashing which our teams complete every 20 minutes on top of normal handwashing that is needed to maintain food safety standards
  • Enhanced health and wellbeing conversations and checks with our teams
  • All staff wearing face coverings
  • Temperature checks on arrival

The new government regulations state that by law people in London from separate households or bubbles cannot mix or be grouped together.   If you know people who have booked for the same show, you unfortunately must not interact with them at any point during your visit inside the venue.  

We keep these measures under constant review, and will adapt or update if any national or local government guidelines change.

 

What time will shows finish?

Our live music venues are exempt from the 10pm curfew, but  we have decided to start most of our shows half an hour earlier at 8pm to ensure a slightly earlier finish time, please check your ticket for details. If you will be eating while enjoying the show, we ask that you place your order by 9pm. Food and drinks will not be served beyond 10pm, in accordance with government guidance.

 

Do I need to wear a mask?

In line with government guidance, all team members and customers must wear face coverings. Customers may remove only at their table when about to eat or drink. Masks must be worn when moving around the restaurant including visits to the toilet.

 

What happens if the show is cancelled due to COVID?

If we need to cancel the show due to government restrictions, artist or staff being required to self-isolate or any other unforeseen reason, we will refund you in full automatically. If the show is going ahead (in accordance with government guidelines) but you are unable to attend due to COVID symptoms, we will cancel your ticket(s) and offer you a refund.

 

Do you check your teams’ temperatures before starting work, to ensure they are not asymptomatic or spreading the virus to your customers?

While government guidance is that temperature checking is not mandatory, we will be conducting daily and weekly health checks with our team members.


How can I be assured your venues are adhering to the latest health and safety guidance?

Every venue has been inspected by our quality and safety team to ensure that government guidance has been adhered to, including social distancing measures in addition to our own robust health and safety procedures. A signed and dated certificate is displayed in the restaurant to show when the venue was last inspected.


What happens if a member of staff tests positive for COVID-19?

If we receive information that a member of our team or one of our customers has recently tested positive for COVID-19, we will investigate all the details and inform the local council and PHE / NIHP for guidance.

If the colleague has been at work in the previous 3 days, we will close that restaurant for a deep clean. Other team members may also need to isolate, depending on the specific circumstances. We will obviously support our colleagues through this. Thanks to the extensive safety measures we’ve put in place in our restaurants to maintain distancing between our teams and customers, PHE advise us there is a very low risk to customers. We will liaise with the local council and PHE / NIHP to share all the details and act on their advice.


Does PizzaExpress collect customer data for Track & Trace?

Yes, safety is our primary priority, so we have several ways of collecting customer contact data including via our booking platform and digital menu. The data is stored securely for 21 days so that it can be shared with NHS Test and Trace if required. We also have the new NHS Track & Trace QR Codes available for use at all venues.

We take data protection very seriously and will only share this data with validated officials for the purposes of Track & Trace, if they formally request it.


When would PizzaExpress activate Track & Trace at a restaurant?

The local council, in tandem with PHE / NIHP, manage Track & Trace processes and decide what public health advice to give. PizzaExpress does not implement or run the Track & Trace process. Safety is our main priority, so we collect customer details routinely as one of our COVID-19 prevention measures and will provide it for Track & Trace if requested.

 

Can I choose where I sit?

Tables are reserved in the order of booking (the earlier you book, the better table you will get). You can use the seating preference ‘box’ to let us know if you have any particular requests regarding your table, but there are no guarantees. The only way to be sure of getting your preferred table is to book early.

 

How many tickets can I purchase for one event?

You can purchase a minimum of 2 tickets and a maximum of 6 tickets per show. In accordance with government guidelines, venues are able to continue to host more people in total, but no one should mix in a group of greater than 6. Due to COVID restrictions and significantly reduced capacity we have a very limited number of seats available for 1. If you are planning on booking a table for 1 please contact [email protected] to see if there’s any availability. Thank you in advance for your understanding.

The show I want to attend says it is ‘Sold Out’. What can I do?

We do occasionally get cancellations. If you call the box office on 020 7439 4962 or email us at [email protected], they will add you to a waiting list, but this is no guarantee that any tickets will become available.

 

Do I have to book a table after I’ve bought tickets for a show?

When you buy tickets for a show at one of our venues, this means that you will automatically have a table reserved for you on the night for the number of people you have booked for. So, if you bought three tickets, you will have a table of three reserved. We allocate tables in the order in which people book, so the earlier you book the better the table you will get. Your table will be booked from doors opening time.

 

Are there any age restrictions at the PizzaExpress Live venues?

We normally suggest that children under 7 are unlikely to be able to sit quietly for the duration of a performance. We do operate a silence policy during performances, so advise against booking tickets for younger children. Some of our lunchtime shows are more relaxed, provided that the children are well behaved. There is usually no discount for children attending a show, unless a reduced price is indicated in the show ticket information.

 

Is food available in the venues? / Are food and/or drinks included in the ticket price?

The full PizzaExpress menu is available in the venues with table service usually carrying on throughout the evening. Some shows might restrict service during a performance, but there is usually plenty of time after the doors open before a show begins. The cost of food and drinks is on top of the ticket price.

 

Do I have to eat or can I just listen to the music?

We do encourage our guests to enjoy the food and drink on offer in the venue. The full PizzaExpress menu is available. It is thanks to our food and drink revenues that we are able to consistently book world class artists in intimate venues.

 

How do I get my tickets?

We do not send any physical or electronic tickets, but you will receive a confirmation email with an order number. On the night of the show, you just need to give your name at the door and the staff will show you to your table.

 

Do you offer concessions?

Occasionally specific shows have discounts for students. This will always be clear on the website or in the printed programme. There is no standard concession available. Our membership scheme can give you a discount of 20% on all shows at all our venues – visit the Membership page for details.

 

Are there any promotional offers that work in the venues?

Promotional offers, discounts and rewards cannot be redeemed at PizzaExpress Live venues. This includes partner promotions or offers available at PizzaExpress, such as Tesco Clubcard rewards, Tastecard, NUS or UNiDAYs, Meerkat Movies and O2 Priority discounts, as well as PizzaExpress offers. If you have a PizzaExpress gift card, eGift or a third party gift card accepted at PizzaExpress, you may use this as part or full payment of food and drink at our venues, but they are not valid for ticket purchases.

 

Do I have to book in advance?

We strongly advise booking in advance as many shows sell out long before the day. We also allocate seating in the order in which people book, so you will have a better view the earlier you book. Having said that, if we DO have tickets left on the night, you can buy these on the door. Arrive early to give yourself the best chance.

 

Do you have vegetarian/vegan or gluten-free options?

The full PizzaExpress menu is available in the Jazz Club, and this includes many vegetarian and vegan options. You can have your pizza made with a gluten free pizza base – just ask your waiter. Full menu options and prices can be accessed via the individual venue pages. Please be aware that standard PizzaExpress vouchers, discounts and promotions are not valid at PizzaExpress Live ticketed events. See individual terms and conditions of offers for details.

 

How can I cancel my booking?

If you or your guests have COVID symptoms we will cancel your booking and offer you a refund.  If you have any other reasons for you to cancel, we are able to refund tickets so long as you give us more than 48 hours notice. Call the box office on 020 7439 4962 or email us at [email protected]

 

What happens if a show is cancelled by the artist/promoter?

We will contact you by phone/email as soon as the cancellation is confirmed and you will get a full refund on your tickets. If a replacement show is programmed, you will get the option to transfer your tickets to the new show. In case of cancellation of an event that could not have been foreseen by PizzaExpress Live and was out of our control, we will not be able to offer any compensation for hotel rooms or any additional expenses that might have incurred. Typically we would advise guests who are travelling to a show to claim on travel insurance they may have in place for such trips, in the extremely rare event of an artist cancellation.

 

Do you have a dress code?

We are quite relaxed about the dress code (within reason). Most people choose to dress ‘smart casual’. Please remember to bring a face covering.

 

Do your venues have disabled access?

While the Dean Street and Kings Road restaurants are set up for wheelchair access and have disabled toilets available at street level, the venues themselves are at basement level and are only accessible via stairs. The music venue PizzaExpress Live (Birmingham) is situated on the first floor and is only accessible via stairs. Our new venue in Holborn has a stair lift available for those that need it. Please advise the box office if you are unable to use stairs.

 

I’m a musician. How do I get to play at the PizzaExpress Live venues?

If you are interested in performing at one of our venues, you need to let us hear how good you are, and also convince us that you can fill a room with your fans. You can either post a CD to the Music Manager, Ross Dines at PizzaExpress Live Office, 10 Dean Street, London, W1D 3RW. Or send an email to [email protected] along with a link to some sound files or, better still, a video of you performing. We do get thousands of requests to perform, so please be patient with us – we do try and listen to everything we get sent. We normally book our venues up to six months in advance.

 

How can I hire the venue for a private event?

If you are interested in booking the venue for a private event, please contact the Music Manager, Ross Dines – [email protected]

 

What time do the Music Venues open? What time do they close?

The PizzaExpress Jazz Club is open 7 days a week. Usual opening times are as follows:

  • Monday to Sunday – doors 6:30pm ; show starts 8pm; show finishes 10:00pm
  • Friday and Saturday (single shows) – doors 6:30pm; show starts 8pm; show finishes 10pm
  • Friday and Saturday (early shows) – doors 5pm; show starts 6pm; show finishes 7:30pm
  • Friday and Saturday (late shows) – doors 8:30pm; show starts 9pm; show finishes 10:30pm
  • Lunchtime Shows – doors midday; show starts 1pm; show finishes 3pm

 

The Pheasantry is open 7 days a week. Usual opening times are as follows:

  • Monday to Sunday – doors 6:30pm; show starts 8pm; show finishes 10pm

 

PizzaExpress Live Holborn is open 7 days a week. Usual opening times are as follows:

  • Monday to Sunday – doors 6:30pm ; show starts 8pm; show finishes 10:00pm
  • Friday and Saturday (single shows) – doors 6:30pm; show starts 8pm; show finishes 10pm
  • Friday and Saturday (early shows) – doors 5pm; show starts 6pm; show finishes 7:30pm
  • Friday and Saturday (late shows) – doors 8:30pm; show starts 9pm; show finishes 10:30pm
  • Lunchtime Shows – doors midday; show starts 1pm; show finishes 3pm

 

Usual PizzaExpress Live Birmingham opening times are as follows:

  • Monday to Sunday – doors 6:30pm; show starts 8pm; show finishes 10pm

 

PLEASE CHECK THE INDIVIDUAL SHOW INFORMATION FOR EXCEPTIONS TO THESE USUAL TIMINGS