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Gateway Theatre Box Office: Now Open.
Find our COVID-19 Health and Safety plans here.
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FAQ - A Broadway Holiday

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Frequently Asked Questions (FAQ) - A Broadway Holiday

How early should I arrive for my show or event?
Doors are typically opened 1 hour prior to each event and we recommend that you do not arrive earlier than this time. As your event gets closer, we will email you with more detail about what you can expect when you arrive, so make sure to keep an eye on your inbox and feel free to contact our Box Office with any questions.

Where do I park and how much does it cost?
City of Richmond pay parking lot at Gateway Theatre

Cost:    $2.75 per hour
             $5.50 per 3 hours for Gateway Theatre patrons
             Select the Gateway Theatre option on the parking meter
              FREE from 9pm to 7am

Cash & Credit Cards Accepted

Additional paid parking lots located at Richmond Hospital lot and Richmond Health Science Centre

How do I get to Gateway via transit? 
Canada Line: Richmond-Brighouse Station
Bus: 401 & 407
For specific directions, visit Translink's trip planning website.

Can I buy tickets in person?
Yes! Our Box Office is now open for in person purchases and the hours of operation are Monday to Saturday, 12pm – 5pm. Please note that we do not accept cash payments, so make sure you have your debit or credit card handy.

You can also contact our Box Office team by emailing boxoffice@gatewaytheatre.com or calling 604.270.1812.

Will tickets be made available day-of?
Advance tickets are available for purchase online via this website.

If there are any remaining tickets, they will be made available for purchase at the door prior to each event.

I'm a past subscriber, can I book my favourite seats?
To accommodate reduced capacity and safe distancing between groups in the theatre, the seat you usually sit in may be unavailable. Please purchase tickets as soon as you are able to choose seats from the largest selection available.

Do you have a group price?
You bet! We have discount rates available for groups of 6 or more. Unfortunately, these aren’t available online, so you’ll need to contact our Box Office at 604-270-1812 to place your group booking.

How do I access the video on-demand stream of A Broadway Holiday?
Your on-demand stream of A Broadway Holiday will be accessible through www.gatewaytheatretickets.com starting Saturday December 18 at 12:00pm and can be viewed as many times as you like until Friday December 24 at 12:00pm. Please find our instructions for streaming linked here. If you are still facing difficulties accessing the on-demand stream, please contact our Box Office via boxoffice@gatewaytheatre.com or 604.270.1812.

I bought tickets online, how do I receive my tickets?
We’re in the process of making some upgrades to our ticketing system and aren’t quite ready to start printing tickets yet. Don’t worry – we’ll send you a confirmation of your purchase and will be in touch once your tickets are available to be picked up. We will also be able to mail your tickets to you for a small fee.

Can I exchange my tickets for a different date?
Requests for ticket exchanges will be received up to 48 hours prior to the event or performance you have tickets for.

Do you provide refunds?
If you have purchased tickets to an in person event but are no longer able to attend due to illness you can request a full refund, provided you contact us at least two hours prior to your event.

For more information on refunds please contact our Box Office via boxoffice@gatewaytheatre.com or 604.270.1812.

Can I purchase a ticket as a gift?
We’re not currently able to offer gift passes for purchase, but you can certainly purchase some tickets on behalf of someone else. Get in touch with our Box Office team and we’ll get your gift purchase sorted!

What if I lose my tickets?
In some cases, tickets to reserved seating events can be reissued. Unfortunately, tickets to general admission events cannot be reissued.
If you need some help with lost tickets, please contact our Box Office for assistance.

Do you have a group price?
You bet! We have discount rates available for groups of 6 or more. Unfortunately, these aren’t available online, so you’ll need to contact our Box Office to place your group booking.

Can I bring children?
Absolutely! Children of all ages are welcome to attend, provided you have purchased a ticket for them. However, you should use your discretion as all children must be able to sit through the show or event without disturbing performers or patrons and some of our programming might not be suitable for your child.

If you’re looking for some guidance around whether to bring your child, please reach out to our Box Office via boxoffice@gatewaytheatre.com or 604.270.1812.

What if I arrive after the performance or event has started?
If you have tickets to an event in our Mainstage theatre we will do our best to get you seated at the soonest opportunity but, in order to make sure we don’t disrupt the event, we may need to seat you at the back of the theatre.

It’s best to make sure you arrive on time for events in Studio B as we are not able to seat latecomers in this venue.

Do you have accessible seating?
Yes. Our Mainstage theatre features 8 wheelchair accessible seats and these can be booked using our online ticketing system or by contacting our Box Office.

Studio B features 3 wheelchair accessible seats, but these can only be booked by contacting the Box Office.

If you have any accessibility needs you’d like to bring to our attention, please contact our Box Office via boxoffice@gatewaytheatre.com or 604.270.1812.

How do I find my seat?
Once you arrive, our team of Front of House staff and volunteer ushers will guide you to your seat.

Will refreshments or snacks be available?
As part of our COVID safety procedures, the concession will remain closed for the time being and we will not have any food or refreshments available for purchase.

COVID Safety Procedures

Will I need to show proof of vaccination?
Yes. In accordance with the current public health orders, all attendees of in person events are required to show proof that they have received two doses of COVID-19 vaccine as well as current photo identification.

For more information, please visit www2.gov.bc.ca/gov/content/covid-19/vaccine/proof.

How will physical distancing be maintained?
Performances of A Broadway Holiday will be run with a reduced audience capacity and we currently only have orchestra level seating available. Our ticketing system will ensure patrons are dispersed throughout the seating area and that the seats directly in front of, behind and on either side of each group are kept clear. While we will not be maintaining strict physical distancing requirements, all patrons are encouraged to be respectful of the personal space and comfort of the people around them while moving through common areas, lobbies and washrooms.

Do I have to wear a mask?
A mask must be worn at all times including when sitting in your seat, using washrooms and moving through lobby areas, unless:

  • You have a physical or medical condition that prevents you from wearing a mask
  • You are a child under the age of 5

If possible, we ask that you bring your own reusable or disposable mask. If you do not have your own mask available, our staff will provide you with a disposable mask to wear.

What about hand washing?
Hand sanitizer will be made available to you throughout your visit and you will be encouraged to wash or sanitize your hands at the following times:

  • Upon entering the building
  • Before exiting the building
  • After handling any high-touch items (such as door handles, washroom fixtures…etc)

What if I feel unwell, or have been in contact with someone who is unwell?
Anyone who has had contact with a confirmed COVID-19 case within the previous 14 days may not attend an in person event at Gateway.

Anyone who has experienced potential symptoms of COVID-19 in the last 10 days may not attend an in person event at Gateway.

Potential symptoms include: 

  • Fever
  • Chills
  • Nausea and vomiting
  • New or worsening cough
  • Loss of sense of smell or taste
  • Shortness of breath
  • Sore throat and painful swallowing
  • Stuffy or runny nose
  • Headache
  • New muscle aches
  • Fatigue
  • Loss of appetite
  • Diarrhea

Patrons exhibiting one or more of the above symptoms while onsite at Gateway will be asked to vacate the facility.

If you begin to feel ill during your visit you should immediately notify the nearest staff member or volunteer. Our staff will ensure that you can safely vacate the facility and they will initiate procedures for cleaning any areas you may have come into contact with.

Supporting Gateway
As a registered Canadian charity, Gateway Theatre relies on the generosity of our donors and supporters to enrich the quality of life in Richmond and the surrounding communities. Our donors are essential to our ability to present high-quality professional theatre and nurture the next generation of theatre artists.

Please consider making a donation to support keeping our prices affordable. Tax receipts will be issued for any gift of $10 or more.

Check out this page for more information how you can support Gateway Theatre, including volunteering!

General Reminders
Please turn off all electronic devices for the duration of the show.
Please limit your use of fragrances as some patrons may have allergies.

 

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