Frequently Asked Questions
Q. I am a subscriber. Do I get a discount when I buy extra tickets for shows?
A. Yes, all season ticket holders are entitled to a 10% discount on extra tickets throughout the year. Those subscribers with two or more set series get a 20% discount on extra tickets. These tickets can only be booked online (discount applied automatically at checkout when you log in with your subscription account), over the phone by calling 604.687.1644, or in person by visiting our box office. $29 seats are not eligible for this discount.
Q. How do I access the Patron Centre?
A. Click the login button at the top right of the website and enter the email address associated with your Arts Club account. If you do not have a password or have forgotten your password, click "forgot password."
As improvements to the Patron Centre are still being implemented, please email email@example.com if you are experiencing any difficulty.
Q. What does partial view mean?
A. You may be unable to see the entire stage from those seats. You’ll have either an incomplete view because of the position of the seats, or something will be in your line of sight—like a rail, an element of the stage designs, or other patrons seated directly in front of you.
We sell these seats because for many patrons an obstructed view is not a problem. To learn more about specific partial view seats at any of our performances, please contact our box office at 604.687.1644.
Q. Where do I park?
A. At Granville Island, parking is free for a three-hour interval during the day and is unrestricted after 7 PM. There are pay parking stalls on the island for longer periods or when free parking is unavailable. If you are attending a matinee, please allow ample time to park. At the Stanley Industrial Alliance Stage, metered parking is available on Granville Street and the surrounding areas. There are also several parkades within walking distance. Click here for parking maps.
Q. When does the performance start?
A. Showtimes vary by venue and the day of the week for our three stages.
Q. How do I find my seat?
A. Your seat number is indicated on your ticket. View our detailed seating maps to find the exact location of your seat. An usher or the Guest Services Manager is always there to help you find your seat at the show!
Q. Do restaurants near your theatres offer discounts to theatre-goers?
A. Yes, the Arts Club’s partner restaurants offer subscribers and ticket holders a 15% discount on food on the day of your performance. Learn more about the program here.
Q. Do I get a discount on food at the Backstage Lounge?
A. All ticket holders are entitled to a 15% discount on their food bill at the Arts Club’s Backstage Lounge. The 15% discount only applies on the day of your performance and you will have to show your ticket to receive the discount. Just let your server know that you are seeing the show and would like to take advantage of the 15% discount offered. This discount does not apply to beverages, taxes, or gratuities. We recommend that you arrive at least 90 minutes before your performance to ensure you have enough time to enjoy your meal before seeing the show.
Q. How do I redeem an Arts Club gift certificate?
A. You have a few options.
Online: Choose the show you want to see and put your tickets in the shopping cart. At the checkout page, enter your gift certificate details.
By phone: Call 604.687.1644 with your gift certificate details.
In person: Visit our box office.
Gift certificates can only be redeemed for Arts Club shows at our three stages.
Q. Can I bring children to the theatre?
A. We welcome guests of all ages but acknowledge that very young children can be disruptive to the performance and to other patrons. Children should be able to sit quietly throughout the performance. Children unable to do so, along with their accompanying adult, will be asked by an usher to leave the theatre or may be asked not to attend the performance. Unless the programming is specific to children and family audiences, please use discretion in choosing to bring a child to a performance. Every patron, regardless of age, requires a ticket. For family shows, a limited number of booster seats are available at the Stanley Industrial Alliance Stage. Children under the age of 14 must be accompanied by an adult. Babes in arms are not permitted in the theatre.
Q. What if I arrive after the performance has started?
A. Whenever possible, latecomers will be seated at the back of the theatre during appropriate intervals in the performance to avoid disturbing the actors and other patrons. Latecomers may be able to move to their assigned seats during intermission, but assigned seats are not guaranteed past curtain time. If arriving by car, please allow ample time to park, and remember that there is often a lineup at the box office in the hour prior to showtime.
Q. Where can I find general information about my subscriber benefits?
A. Visit our Season Ticket Benefits page.
Q. Do you have wheelchair seating?
A. Wheelchair seating is available at each of our theatres. Please advise us of your needs when you book your tickets.
Q. Do you offer hearing-assistance devices?
A. The Stanley Industrial Alliance Stage and the Granville Island Stage are equipped with infrared listening systems provided free of charge for our guests who are hard of hearing. We have a limited supply of headsets; please reserve in advance by calling 604.687.1644.
Q. Can I avoid the lineup at the bar during intermission?
A. Yes. Prior to the show, pick up an “Enjoy Every Minute of Intermission” form at our box office or the bar. List the beverages of your choice and present it to the bartender for purchase. At intermission, your beverages will be ready for you.
GETTING YOUR TICKETS
Q. Why can’t I select the “Mail” option for my tickets?
A. If the performance you have chosen is within 10 days of the booking date, you cannot select the “Mail” option, as you may not receive your tickets in time. Please select the “E-ticket” option or collect your tickets at the box office before your performance.
Q. How will I receive my tickets?
A. You can choose to receive e-tickets by email (free) or printed tickets by regular mail ($3 per order). If the performance you will attend is within 10 days of the booking date, there may be insufficient time to receive tickets by regular mail. In this instance, choose the e-ticket option; otherwise, we will hold your tickets at the box office for pickup before your performance. E-tickets are delivered as a PDF file attached to an email. If you don't see the email in your inbox, please check your junk mail folder.
Q. Where do I pick up will-call tickets?
A. Tickets should be collected from the box office (click here for locations and hours) at least 30 minutes prior to showtime. If the account holder is unable to do so, please notify the box office beforehand to grant permission to another party.
Q. What are the hours that I can phone the box office?
A. The box office is available by phone Monday–Saturday, 10 AM – 8 PM, and Sunday, noon – 5 PM. The phone number is 604.687.1644.
CHANGING YOUR BOOKING
Q. Can I change my performance date after booking?
A. You may change your reservation to another performance of the same show if seats are available. Please contact the box office at least 24 hours before your original performance date or exchange online through the Patron Centre (under “My Upcoming Shows”). There is $10 exchange fee per ticket. This fee is waived for season ticket holders. An additional cost may apply if the ticket price has increased since the date of your initial purchase.
Q. I am a subscriber and I missed my show. Can I still see it?
A. Yes, you can still see the production you missed, subject to availability. If you miss your performance, you can pre-book $0 makeup ticket(s) one time per season. Contact the box office and they can help you secure your $0 makeup ticket(s) in advance. Any subsequent makeup tickets are $30 and can be pre-booked in advance or purchased at the box office. To check availability or to pre-book a makeup ticket, contact the Arts Club box office at 604.687.1644.
Q. Can I get a refund for unused tickets?
A. Tickets are non-refundable; however, subscribers may request a tax receipt for the value of unused season tickets by returning them to the box office at least 24 hours prior to your scheduled performance, or by choosing the “donate” option on the exchanges section of the Patron Centre (under “My Upcoming Shows”). Please contact the box office at 604.687.1644.
Q. What if I lose my tickets?
A. We will replace lost tickets at no charge at the box office. We do require that you have proof of purchase. Call 604.687.1644 or visit our box office to have your tickets reprinted.
6TIX AND 4TIX
Q. How do I use my ticket vouchers (6Tix, 4Tix)?
A. Once you’ve chosen a performance, simply call 604.687.1644. State your Arts Club ID number to make a reservation and receive a confirmation number. Collect your tickets at our Box Office by presenting your ticket vouchers at least 30 minutes prior to showtime. If you cannot attend a performance that you have booked, please call us to cancel your reservation so that we may release your tickets immediately. If your tickets have not been picked up by 15 minutes prior to showtime, we reserve the right to release them for sale.
Q. Are ticket vouchers transferable?
A. Yes, just be sure to notify the box office of the redeemer’s name, and then pass along the details of how to redeem the vouchers to the lucky recipient.
Q. Can I change my reserved performance date after booking?
A. You may change your reservation to another performance for free if seats are available (up to 24 hours before your original performance date).
Q. I am a 6Tix or 4Tix holder and I missed my show. Can I still see it?
A. Yes, you can still see the production you missed (subject to availability). Bring your unused ticket/ticket voucher to our box office 30 minutes prior to a performance of the same production to receive a free makeup ticket for the best seat available in the same price zone. If you prefer the comfort of pre-booking, a makeup ticket to the same production is only $30. To check availability or to pre-book a makeup ticket, contact the Arts Club box office at 604.687.1644.
Q. When does my 6Tix expire?
A. Your 2017–2018 season 6Tix are valid for any Arts Club production at the Stanley Industrial Alliance Stage, Granville Island Stage, and Goldcorp Stage between September 7, 2017, and July 29, 2018.
Q. When does my 4Tix expire?
A. Your 2017–2018 season 4Tix are valid for any Arts Club production at the Granville Island Stage and Goldcorp Stage between October 5, 2017, and July 29, 2018, for the following shows: Thanks for Giving, Topdog/Underdog, Fun Home, Forget About Tomorrow, Misery, Me and You, and Once.
SUPPORTING THE ARTS CLUB
Q. What does my ticket price include?
A. Arts Club ticket prices are all-inclusive, so the price you see when selecting your seat is the price you will pay when you complete your purchase. (All prices are the same regardless of whether you purchase your ticket online, by phone, or in person at our box offices.) Ticket prices at the Stanley Industrial Alliance Stage and the Granville Island Stage include a $2 facility fee and a $4 handling fee; ticket prices at the Goldcorp Stage include a $1.50 facility fee and a $3 handling fee. Taxes are currently absorbed by the Arts Club. Single tickets are priced according to demand and are subject to change at any time, so book early for the best prices. For the best value and to support the Arts Club, purchase a season ticket package.
Q. How can I help support the Arts Club?
A. As a charity, we rely on contributions from community-minded individuals like you who value the work we do on our stages, on tour, and in the community. Your donation as a Friend or a member of the Artistic Director’s Circle is critical to our success. How does your gift work? We invest 100% of donations in the production of our plays, our work with new play development, and our commitment to youth in the community. Please consider making a donation today. You can donate online as part of your ticket purchase, as a separate transaction, or by contacting our Fund Development office at 604.687.5315. Tax receipts will be issued promptly.
It is very important to turn off all electronic devices for the duration of the show. If you are concerned about missing an emergency call, please leave your name, device, and seat location with an usher and we will alert you if a call comes through.
Please be modest with your use of fragrances as some patrons may have allergies.
Please wait until intermission or after the performance to discuss the show. (Even whispers carry!)
We request that you refrain from eating or unwrapping candy in the theatre as it causes distractions for others.
Programming, casting, dates, and prices are subject to change. Theatrical devices such as cigarettes (herbal or electronic only), water-based stage fog, strobe lighting, and mature content may occur in some productions. Please contact our box office for more information.
If you have a complaint about another guest, please tell an usher or the Guest Services Manager rather than approaching the person yourself. We will be happy to address concerns on your behalf.
Please contact the Guest Services Manager at 604.731.4687 ext. 403 if you have suggestions on how we can serve you better.
SEND US YOUR FEEDBACK
We welcome all comments and suggestions. Please direct your correspondence to:
Guest Services Manager
Arts Club Theatre Company
BMO Theatre Centre
203 – 162 West 1st Avenue
Vancouver, BC V5Y 0H6