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Frequently Asked Questions
Life happens! If you need to exchange your tickets for another show within the same production, we have options that make it easy and convenient.
- Can I get a refund on my tickets?
In the event you are unable to attend your performance due to illness, we can issue a ticket refund. Our Box Office team will refund the face value of your tickets to your original method of payment. Ticket refund requests can be made by calling our Box Office team at 403.294.7447, Monday through Friday, 9 a.m. to 5 p.m. MT.
PLEASE NOTE: Ticket refunds are available on a performance basis and do not extend to subscription packages.
- Can I exchange my tickets?
Absolutely. If you’re unable to attend your scheduled performance, ticket holders can exchange their tickets free of charge. Tickets can only be exchanged for another performance of the same show. To exchange your tickets, you may request your exchange via your Theatre Calgary account or by calling our Box Office team at 403.294.7447, Monday through Friday, 9 a.m. to 5 p.m. MT.
PLEASE NOTE: It’s important to contact us at least two (2) business days prior to the original performance. Exchanges are subject to ticket availability for the new date.
- How do I exchange a ticket?
Exchanges are handled by our Box Office team. You may also request an exchange via your Theatre Calgary account.
Box Office Call Centre
Our call centre is open Monday to Friday, 9 a.m. to 5 p.m. MT at 403.294.7447. Please be aware that we may experience very high call volumes at certain times of the year. Please leave a voicemail and we will get back to you as soon as possible (typically within two (2) business days).
You may also request a ticket exchange for your performance through your Theatre Calgary account.
- Do I need to have my tickets on hand?
Yes, you must have each ticket that you’d like to exchange on hand when you call the Box Office or exchange your tickets via your Theatre Calgary account.
For your peace of mind and ours, we must verify certain exchange codes that are printed only on your original tickets before we can process your exchange. The only exception is if tickets are being held for pick-up, in which case our Box Office staff will need to locate the original tickets in the office using the name, account number, or order number under which the tickets were purchased.
- When I make an exchange, can I sit in my usual seats?
When you exchange your tickets, your seating for the new performance date depends on availability at the time of the exchange.
Our Box Office team will make every effort to find you similar seats, but this is not always possible due to high demand. We may ask you to consider seats elsewhere in the theatre, or on alternate performance dates.
Once you know that you can’t attend a particular performance, don’t delay! The sooner you call to make your exchange, the better seating availability we’ll have to offer you.
- I’ve already exchanged my tickets for a show once. Can I make a second exchange?
Yes, patrons may exchange their tickets a second time when notice is given two (2) business days prior to their scheduled performance.
- If I’ve given my tickets to someone else, can they make an exchange?
Yes, provided they have the tickets on hand. They can call the Box Office to perform the exchange. We still require two (2) business days’ notice.
- I’ve already missed my scheduled performance. Can I make an exchange?
No, we cannot offer exchanges on unused tickets. All exchanges must be made two (2) business days before your scheduled performance.