A Coventry theatre patron who booked an end-of-row seat for greater legroom was relocated without consultation prior to a recent performance, leading to discomfort and a request for a partial refund that the venue declined. The theatre cited fire-safety regulations as the reason for the seat change, maintaining that a refund was not warranted.

Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill, and information given before contract acceptance may form part of the agreement. Booking a specific seat location, particularly an end-of-row seat chosen for physical comfort due to height and a knee condition, can be considered a significant element of the service. If the replacement seat is of lesser value, customers may be entitled to a price reduction.

Furthermore, the Equality Act 2010 may be relevant in cases where a disability affects day-to-day activities. If the individual’s knee problem has a substantial and long-term adverse effect, the condition could be legally recognized as a disability under the Act, potentially obliging service providers to make reasonable adjustments.

Legal experts advise communicating with the theatre’s general manager to acknowledge the fire-safety rationale for seat relocation while explaining how the alternative seat diminished the intended value of the experience and caused physical discomfort. They recommend requesting a partial refund as a remedy without framing the issue as a compensation claim solely based on being moved.

Notifying the theatre in advance about the knee condition might strengthen claims under the Equality Act by highlighting the need for accommodations. The case underscores how consumer and disability rights interact with safety requirements in public venues.