# Late arrival at a live performance: policy and front-of-house run card

Adapt this with your venue and stage manager before tickets go on sale. A late seating moment, temporary seat or refund outcome is not universal. Follow the approved layout, accessibility arrangements and actual ticket terms.

## Policy decision for this performance

| Field | Approved decision and owner |
|---|---|
| Performance/date and venue | [ ] |
| Front-of-house lead and stage-manager contact | [ ] |
| Is entry possible after the performance begins? | [ ] |
| Who authorizes each late-seating cue? | [ ] |
| Waiting point and supervising staff | [ ] |
| Route to assigned or temporary seats | [ ] |
| Accessible route and assistance contact | [ ] |
| If no suitable cue occurs before interval/end | [ ] |
| Buyer-facing wording and approval date | [ ] |

## Buyer-facing wording to adapt

> Please arrive before [start time]. If you arrive after the performance begins, our front-of-house team will [state the actual policy]. Entry or seating may wait until [describe a suitable cue or say it depends on the production]. [Explain any temporary seat arrangement if approved]. For an accessible arrival route or help, contact [channel].

Only state seat forfeiture, transfer or refund terms after the venue and qualified policy reviewer approve them for this event.

## Door run card

| Step | Action | Owner / contact | Confirmed? |
|---|---|---|---|
| Ticket check | Verify date, entitlement and current seating status | [ ] | [ ] |
| Wait | Explain the actual policy and guide to staffed holding point | [ ] | [ ] |
| Cue | Obtain authorization from house/stage lead; do not improvise | [ ] | [ ] |
| Seat | Escort by approved ordinary or accessible route | [ ] | [ ] |
| Exception | Escalate seating conflict, access request or missed opportunity | [ ] | [ ] |
| Record | Note decision and update the next staff briefing | [ ] | [ ] |

Walk the route before doors open. Keep the holding point clear of box office queues, accessible entrances, audience circulation and emergency access.