The cast of Onegin

FAQ

Please note that some questions and answers may not be relevant at this time. See the safety measures we are taking to make your live theatre experience comfortable and enjoyable for all.

Q. What are the Arts Club's current COVID-19 safety measures?
A. See our COVID-19 safety measures page for details.

Q. Where can I park?
A. See our Locations + Parking Tips page for details.

Q. How do I find my seat?
A. Your seat number is indicated on your ticket. See the detailed seating map. At the venue, an usher or the Guest Services Manager will gladly help you find your seat.

Q. What does a “partial view” seat mean?
A. For some productions, there could be an incomplete view of the entire stage because of the seat position or something in the line of sight—such as a rail, an element of the stage design, etc. We sell these seats because many patrons do not mind an obstructed view. To learn more about specific partial view seats, please call our box office at 604.687.1644.

Q. Where can I find the show programme?
A. Programmes are available online and can be accessed via our website and performance reminder emails, or by scanning a QR code displayed in the theatre lobby with your smartphone camera. Additionally, headshots of our creative teams are displayed at our venues. Printed show programmes are no longer available for Arts Club productions as part of our environmental sustainability goals.

Q. Do restaurants near your theatres offer discounts?
A. This program is currently suspended due to the impact of COVID-19 on our restaurant partners, though we encourage our patrons to continue supporting them and other local eateries. We hope to reinstate this program for the 2022–2023 season.

Q. Can I bring children to the theatre?
A. Yes, we welcome guests of all ages. Every patron, regardless of age, requires a ticket. Children under 14 must be accompanied by an adult. A limited number of booster seats are available at the Stanley Industrial Alliance Stage on a first-come-first-serve basis. Babes in arms are not permitted in the theatre. We acknowledge that very young children can be disruptive to the cast and other patrons. If the programming is not specifically for young audiences, please use your discretion. If you are uncertain whether a show will be appropriate for children, please call the box office at 604.687.1644 and our agents will be happy to discuss the content with you. Children who are unable to sit quietly may be asked by an usher to leave the performance along with their accompanying adult.

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 cast 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. Can I pre-order a drink for the intermission?
A. Yes. Prior to the show, fill out the “Enjoy Every Minute of Intermission” form and present it to the bartender for purchase. At intermission, your beverages will be ready for you. (Bar service is currently suspended due to COVID-19 health and safety protocols. We expect to resume full bar service for the 2021–2022 season.)

Q. What are my subscriber benefits?
A. There are many!

  • Free subscription ticket exchanges: Can’t make it to a show in your series? Exchange it for another day for FREE, online or by calling our box office.
  • Savings on additional single tickets: All subscribers get 10–20% off additional tickets! The more packages you have, the more savings you earn. Discounts are applied automatically when you log in to Patron Centre subscriber account.
  • The best price: Prices to all shows increase with demand, but subscribers always get the very best deal and avoid price increases.

Q. What are Super Subscriber benefits?
A. These are enhanced perks you’ll receive when you donate $100:

  • Ticket exchanges between shows: Going away for a while? Hoping to switch out one of the shows in your package? This perk lets you do this (for shows within the same series). Super Subscribers get the most flexibility with their subscription.
  • Priority box office phone line: Unlock a special code to go straight to the front of the queue! Get the fastest service for all your box office needs.
  • Seat exchanges before other subscribers: If you’re looking for new seats this season, become a Super Subscriber and your seating request will receive priority.
  • Tax receipt: Super Subscribers are donors—that means you help support new productions, education programs, and new play development at the Arts Club. All $100 donors will receive a tax receipt.

Q. What if I lose something at the theatre?
A. Call our box office at 604.687.1644 or email boxoffice@artsclub.com and we’ll check our lost and found. Please note that the lost and found is cleared of unclaimed items approximately every six months.

Q. Do you have accessible seating?
A. Yes, accessible seating is available at each of our theatres. Please advise us of your needs when you book your tickets by calling 604.687.1644.

Q. Do you offer hearing assistance devices?
A. Yes, the Stanley Industrial Alliance Stage, Granville Island Stage, and Newmont Stage are equipped with infrared listening systems that are provided free of charge for guests who are hard of hearing. We have a limited supply of headsets; please reserve in advance by calling 604.687.1644.

Q. Do you offer VocalEye performances for blind and partially sighted patrons?
A. Yes, click here for the list of performances. To learn more or to book a ticket for yourself or for a friend or family member, please call the box office at 604.687.1644.

Q. How do I buy tickets or renew a subscription?

A. You can purchase tickets online through our website, by phoning the box office, or by visiting one of our box office locations. To renew a subscription, log in to Patron Centre.

Q. What is Patron Centre?
A. Patron Centre is your online account on the Arts Club website. Through Patron Centre, you can update your account details, purchase or renew a subscription, access your tickets, and much more.

Q. How do I access 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 have forgotten your password, click "forgot password" and follow the procedure to reset it. If you do not have an account, you can register for a new one.

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 Mates Rate discount on additional tickets. Purchase by phone, in person, or online using the Patron Centre account tied to your subscription; the discount will be automatically applied at checkout. If you think that you may have accidentally created more than one Patron Centre account, please call the box office at 604.687.1644.

Q. Where can I find my gift certificate/credit balance?
A. Log in to Patron Centre to see your account information. Click on Gift Certificates to find your balance.

If you cannot log in or do not see your credit, please call the box office at 604.687.1644.

Q. How do I use my gift certificate/credit?
A. Log in to Patron Centre and click on Gift Certificates. Copy the entire redemption code (ex. ABCD-1234567). At checkout, paste the redemption code into the Gift Certificate Number box and click “Use Gift Certificate.” The total at the bottom will update, and you may fill out your credit card details for any remainder.

Q. Can I pay with a debit card?
A. You may use a debit card only in person at our box office locations.

Q. Can I use my friend’s promo code?
A. Sorry, private promo codes are non-transferable.

Q. I had a promo code but it expired a week ago. Can I still use it?
A. Unfortunately, we cannot extend promo offers. Remember, you can choose to become a subscriber and always get the best prices per show!

Q. Can I get my tickets by email?
A. Yes, you can choose to receive your tickets by email at no charge. These print-at-home tickets are delivered as a PDF file attached to an email. Please note that these tickets arrive in a different email from your receipt (which says “This is not a ticket” in the body of the text). If you don't see the email in your inbox, please check your junk mail folder for emails from boxoffice@artsclub.com. You can also find print-at-home tickets in your Patron Centre account.

Q. How do I use my print-at-home tickets?
A. You can print them or present the PDF on your smartphone at the venue. Please be careful to print or present the ticket (in the PDF attachment), not the receipt or a screenshot of the ticket.

Q. Can I get my tickets by mail?
A. Yes, you can choose to receive printed tickets by regular mail ($10 per order). As part of our ongoing efforts to reduce printing and mailing costs and follow environmental sustainability practices, we encourage all patrons to use mobile ticketing options.

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 “Print at home” option or, for a $5 fee per order, choose will call and collect your tickets at the box office before your performance.

Q. Where do I pick up will-call tickets?
A. Tickets should be collected from the box office 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. Please note, there is a $5 printing fee for will call pickup. As part of our ongoing efforts to reduce printing costs and follow environmental sustainability practices, we encourage all patrons to use mobile ticketing options.

Q. What are the hours that I can phone the box office or drop by one of your theatres?
A. Click here for our Box Office hours and locations. Please note that box offices are closed when there are no productions scheduled for that venue, though our call centre remains open.

Q. Can I change my performance date after booking?
A. Yes, you may change dates for the same production, subject to availability and exchange fees. Please call the box office at least 24 hours in advance.

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 a $0 makeup ticket one time per season. Contact the box office and they can help you secure a $0 makeup ticket 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. I am not a subscriber and I missed my show. Can I still see it?
A. Sorry, tickets are non-refundable and credit for missed performances cannot be issued. If you would like the perk of being able to use our make-up ticket policy, please consider becoming a subscriber.

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 tickets by returning them to the box office at least 48 hours prior to your scheduled performance. Please call the box office at 604.687.1644.

Q. What if I lose my tickets?
A. We will replace lost tickets for a $5 printing fee at the box office. We do require proof of purchase. Call or visit our box office to have print-at-home tickets sent to you.

Q. Can my friend change my booking for me?
A. We take your privacy seriously. If you’d like a friend to have permission to make changes on your account please call our box office at 604.687.1644 or email boxoffice@artsclub.com with the person’s full name, address, and contact details.

Q. Can I give away my tickets?
A. Yes! If you have physical tickets, feel free to give them to a friend and let the box office know by emailing boxoffice@artsclub.com. If you have print-at-home tickets, you can forward the email with the e-tickets in the PDF (be careful to email the tickets and not the receipt!). If the tickets are at will call, call or email our box office at least 24 hours in advance to let us know who will claim your tickets.

We strongly recommend against giving away your personal tickets to a raffle as privacy concerns may arise if the recipient needs to make changes to the booking. If you want to contribute tickets to a raffle, check out our Ticket Donation Program. (This program is currently suspended due to COVID-19 cancellations. We plan to reinstate this program for the 2021–2022 season.)

Q. How do I use my ticket vouchers (6Tix)?
A. Vouchers must be redeemed for performance tickets by calling the box office at 604.687.1644 or visiting a box office location.

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 performance date after booking?
A. You may exchange your tickets, free of charge, to another performance date, subject to availability. We ask that you contact us at least 24 hours in advance of your booked performance. Please note that you cannot change your performance retroactively once a performance has passed.

Q. I am a 6Tix holder 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 a $0 makeup ticket one time per season. Contact the box office and they can help you secure a $0 makeup ticket 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. When does my 6Tix expire?
A. If you have 6Tix for the 2021–2022 season, they are valid for any Arts Club production at the Stanley Industrial Alliance Stage, Granville Island Stage, and Newmont Stage through August 2022. If you have unused 6Tix from the 2019–2020 or 2020–2021 seasons due to cancellations, we will honour these vouchers through August 2022.

Q. What does my ticket price include?
A. 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 Newmont Stage include a $1.50 facility fee and a $3 handling fee. (Prices are the same whether you purchase a ticket online, by phone, or in person at our box offices.) In accordance with new legislation, GST will no longer be included in listed prices as of September 1, 2021. Printed tickets are subject to an additional $5 fee per order, and printed tickets sent by mail are subject to an additional $10 fee per order. 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 education. 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.

Please turn off all electronic devices for the duration of the show. If you are concerned about missing an emergency call, you can 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!)

Please refrain from eating or unwrapping candy in the theatre as it causes distractions for others.

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.

Photography is strictly prohibited in Arts Club theatres. Please visit our website, Facebook, Instagram, or YouTube pages for photos and videos of our productions.

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 or language may occur in some productions. Please contact our box office for more information.

We welcome all comments and suggestions! Please direct your correspondence to:

Guest Services Manager
guestservices@artsclub.com