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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?
Unfortunately, we’re unable to issue refunds. But since we are a non-profit charitable organization, you can donate tickets back to us and get a tax receipt for the cost. Please note that ticket donations must be made at least two (2) business days before the show. Sorry, we’re unable to accept donations of tickets to shows that have already taken place, or unused Flex vouchers.
Can I exchange my tickets?
Absolutely. If you’re unable to attend your scheduled performance, Single Tickets can be exchanged for $7 each. Subscribers can exchange their tickets free of charge. Tickets can only be exchanged for another performance of the same show.
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 make a ticket exchange?
Exchanges are handled by the Theatre Calgary Audience Services and Box Office.
Open Monday to Friday: 9:00 a.m. - 5:00 p.m. MT, call 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).
Visit our new Box Office, located on the main floor of Arts Commons (225 8th Avenue SE), Monday to Friday 10:00 a.m. - 4:00 p.m.
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 or visit the Audience Services Office. For your peace of mind and ours, we must verify certain codes that are printed only on your original hard-copy tickets before we can process your exchange. The only exception is if tickets are being held for pick-up, in which case our Audience Services 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 subscription tickets, your seating for the new performance date depends on availability at the time of the exchange.
Our Audience Services 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. Subscribers can exchange for free when notice is given two business days prior to their scheduled performance. Single Ticket patrons may also exchange their tickets but an exchange fee of $7 per ticket will be applied to the transaction when notice is given two 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 or visit the Audience Services 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.