Customer Charter and Protocol

Draíocht Customer Charter
 

Without our customers Draíocht just wouldn’t exist.
We are committed to the delivery of a first class quality service to all our customers and aspire to reaching as wide a customer base as possible. Our commitment to access for all to the facilities and activities of the Centre forms the backbone of all our endeavours.

Draíocht’s customer base is wide and varied from audience members to café users, board members to incoming actors, and can be summarised as follows:
audience members / incoming performers, artists, technicians & facilitators / local national & international promoters & producers / friend scheme members / seat owners / film club members / euro club members / sponsors & funders / current and past staff & board members / schools / colleges / local & national media / corporate clients / café users / suppliers

Draíocht also works with a number of other colleagues, such as The Arts Council, Fingal County Council, The Department of Arts, Sport and Tourism, Theatre Forum and is a member of the Strollers Touring Network of venues & IMEALL Network of venues (further details are available on request).

Our customers interact with us in many ways - in person, in writing, by telephone, by e-mail and via our social media channels and website feedback forms. All users of our services are our customers and our policy is to assist them in a highly professional manner in whatever method they use to communicate with us.

The centre’s activities can be divided into the following main areas:

Programming:
- comprising visual arts programming of exhibitions & artist in residence;
- performance programming for the two theatre spaces;
- children & youth arts programming in Draíocht and via outreach in local schools

Support:
- comprising box office and bar, marketing and publicity, production and room hire, finance and maintenance.

Everyone at Draíocht is committed to serving all of our visitors and customers in accordance with the highest standards of quality customer service. This Customer Charter has been put in place in order to highlight the importance of customer service and give staff a framework to measure performance against.

Across our full range of activities we undertake to:

- Ensure that our public spaces are safe, clean and accessible.
- Ensure that our equipment is full serviced and in working order ready for use.
- Offer services of value that meet the needs and expectations of all parts of the communities we serve.
- Identify and work to eliminate any barriers to access of services.
- Encourage a climate of mutual respect between us and our customers.
- Interact with all our visitors and customers courteously and informatively in a consistent and impartial manner.
- Avoid bias because of gender, marital status, family status, sexual orientation, religion, age, disability, race, colour, ethnic origin, culture, language, membership of the Traveller community, reputation or because of who they are or who they know.
- Provide prompt, accurate and detailed information on our programmes, services and facilities to visitors and customers.
- Provide immediate response to telephone enquiries and for more substantive queries respond within five working days.
- Always give a name, phone number and email address to assist customers in your dealings with the Centre
- Work to continually improve our service to the public.
- Complaints: We undertake to provide an accessible and fair complaints and redress system wherein complaints are given high priority and responded to within two working days (Mon-Sat 10am-6pm). If you don’t feel satisfied with the verbal response from our staff at the time of your complaint, please email your complaint to marketing@draiocht.ie or write to Draíocht Marketing Dept, Draíocht, The Blanchardstown Centre, Dublin 15. Your complaint will be dealt with swiftly (usually within 2 working days from receipt of email, Mon-Sat 10am-6pm) with the relevant Department Manager and if necessary with Draíocht’s Director.


 

Protocol: A Quick Guide to Attending an event at Draíocht

 

Arriving at Draíocht

It is probably best to arrive at Draíocht at least half an hour before the performance starts. This will give you some extra time to collect your booked tickets, buy any pre-performance drinks, refreshments or programmes that you may require and generally get comfortable before the curtain goes up.

The time on your ticket refers to the time when the performance begins, as opposed to when you should arrive at the theatre. It is always important to check the starting time on your ticket. Unlike a cinema, no adverts are shown before the show, so you must arrive on time.

If you intend to drive to Draíocht, then it may be wise to give yourself extra time in order to find a parking space. There are approximately 7000 free parking spaces around Draíocht, as part of the Blanchardstown Shopping Centre's parking. The nearest car parks to Draíocht are beside the Blanchardstown Library, and beside TGI Fridays & Leisureplex.

Alternatively, buses are also available and of course, there is always walking if you live locally.

Buying tickets

You can buy your tickets at Draíocht's Box Office in person. This way you are able to see the theatre layout and view the selection of seats available and so be sure of getting the best possible view of the stage. You will be able to pay by cash, cheque, credit card or laser card.

If you don't have the time to spare to book your tickets at the Box Office in person, then the quickest way is simply to get on the phone. Our Box Office number is 01-885 2622. You will need to have your credit card or laser card details ready before you ring. It will also be useful to have an idea where you would like to sit in the theatre (you can always ask the Box Office for advice). Booking by phone incurs no booking fee.

Draíocht also provides a 24 hour online booking facility and there is a per-ticket charge of €1 for online bookings. You can choose your own seat with our online booking.

There is also the possibility of buying your tickets on the night enabling you to go to the theatre at the last minute without the need to pre-book. However, this does have drawbacks. It does not guarantee that you will get a good seat or, if it is a popular production you may not get a seat at all!

It is also useful to note when booking your ticket that concession prices are often (although not always) available for group bookings over ten people, full-time students, Unwaged, Registered Disabled, Senior Citizens and Friends Scheme Members of Draíocht.

The Box Office can also be contacted if you wish to book for any of Draíocht's Education Workshops or Adult Evening Courses. Numbers of tickets for these are often limited and are on a first come, first served basis, so be sure to book early.

Refreshments

Draíocht has a fully licensed theatre bar, which serves a wide selection of refreshments before the performance, as well as during the interval (when relevant). Interval drinks can be ordered in advance, which is a great way to avoid the queues! Draíocht’s theatre bar opens at 7.30pm on performance nights.

Betelnut Café at Draíocht is open for breakfast, lunch and snacks from 9am-5pm Monday to Saturday. Betelnut Café stays open until 7.30pm on performance nights for pre-theatre refreshments.

Theatre etiquette

Mobile phones (along with anything else that bleeps, buzzes or makes any kind of electrical noise) should be switched off well in advance so as not to make your visit to the theatre an unwelcome one!

Theatre regulation states that latecomers will not be admitted into the auditorium until a suitable break, or the interval so as not to distract the performers or other audience members. We will do our best to accommodate you.

Cameras (including mobile phones with cameras), video and tape recorders are strictly prohibited in the auditorium and smoking is not permitted except in designated smoking areas (outside the theatre).

Once you have taken your seats in the auditorium you are advised to remain in them until the interval as you will not be allowed back in until a suitable break in the performance - so make sure you are comfortable and have everything you need before the curtain rises. The interval will usually be 15 minutes long, but you will be told exactly how long in the pre-performance announcement.

Children are welcome to attend the theatre, but it is important that they know what behaviour is expected of them. Although the performance tends to be exciting and enjoyable, noise from the audience can be very distracting for the performers, so children will be expected to sit quietly in their seats during the performance. It is worth asking the Box Office's advice as to whether the performance is suitable for children and to see if there are any matinee (afternoon) performances available.

Where to sit

Most shows at Draíocht have allocated seating, meaning when you book your tickets, you will be given a certain seat. There are ushers on hand to direct you to your seat. Draíocht's main theatre has 286 seats, and the Studio has 92 seats.


Terms & Conditions

1. Latecomers may only be admitted until a suitable break in the performance at the discretion of management.
2. Tickets cannot be refunded or exchanged after purchase.
3. Management reserves the right to refuse admission.
4. Use of photographic and recording equipment is not permitted. Mobile phones and pagers must be turned off.
5. Management reserves the right to make essential changes to the cast or programme without prior notice.
6. Management reserves the right to cancel any performance without prior notice. In this event tickets may be exchanged or refunded to the face value only from the original point of sale.
7. Ticketholders enter the venue at their own risk and assume all responsibility for their property.
8. Food may not be consumed in the auditorium.
9. For attendance at performances, children of 15 years and under must be accompanied by a person of at least 16 years and over. While young people between the age of 16 and 18 years are welcome to attend performances unaccompanied, Draíocht cannot accept responsibility for their safety. Certain productions may also have age restrictions and recommendations, which will be clearly outlined and we would ask all patrons to respect these when booking. For further information on age limits please contact the box office on 01 8852622.


 

Further information

If you have any further questions, please don't hesitate to call the Box Office: 01-885 2622.

Image: ‘The Dead School’, 23-26 Sept 2009, Draiocht. Courtesy of the 2009 Ulster Bank Dublin Theatre Festival.