Frequently Asked Questions
Why do I have to create a new account to purchase tickets if I have purchased from Gateway Theatre before?
In order to serve our patrons better, we recently changed our ticket purchasing system. Past patrons will have to create a new account with us to purchase tickets. If you require assistance, please contact our Box Office via email@example.com or 604.270.1812.
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 details 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 at firstname.lastname@example.org or 604.270.1812 with any questions.
I want to buy tickets in person, what are the Box Office hours?
Yes! Our Box Office is now open for in person purchases and the hours of operation are Monday, Tuesday, Wednesday, and Friday, 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 at email@example.com or 604.270.1812
Are tickets available on the day-of?
If there are any remaining tickets, they will be made available for purchase at the door.
I’m a past subscriber, can I book my favourite seats?
Gateway Theatre is currently in the process of restructuring our subscription model to better serve our patrons. At this time, we encourage you to please purchase your tickets as early as you can to secure your favourite seats
I bought tickets online, how do I receive my tickets?
We offer patrons three ways to receive their tickets.
- You can print your tickets at home.
- You can have your tickets mailed to you. We will have them in the post within 1-2 business days. Please note we do not mail tickets within 14 days of the show or event.
- You can pick up your tickets at our Box Office.
Can I exchange my tickets for a different date?
Yes, subject to availability. Please submit a request for ticket exchange at least 48 hours prior to the event or performance you have tickets for. Any difference in ticket price will be charged when exchanging into a more expensive date, time, or seat. Requests can be submitted to our Box Office at firstname.lastname@example.org or 604.270.1812.
Do you provide refunds?
Refunds may be requested only if you are unable to attend an event due to illness. In other circumstances, refunds are not granted. As an alternative to a refund, you may convert your ticket into a donation worth the value of your ticket. If the total amount is greater than $10, a tax receipt will be issued to you. You may also transfer your ticket to someone else. We are not able to hold the value of a refunded ticket as a credit on your account.
To request a refund, please contact our Box Office at least two hours prior to your event. For more information on refunds please contact our Box Office at 604.270.1812 or via email@example.com.
What if I lose my tickets?
In some cases, tickets for reserved seating events can be reissued. If you need help with lost tickets, please contact our Box Office at firstname.lastname@example.org or 604.270.1812 for assistance.
Do you have a group price?
You bet! We have discount rates available for groups of 10 or more. We welcome friends and family, school, corporate, tour groups and more. For more info on bookings of 10+, please contact our Box Office at email@example.com or 604.270.1812.
Can I bring children?
This will depend on each artistic offering. If you’re looking for some more guidance about whether to bring your child, please reach out to our Box Office via firstname.lastname@example.org or 604.270.1812.
What if I arrive after the performance or event has started?
We will do our best to get you seated at the soonest opportunity. In order to minimize any disruption, we may need to seat you at the back of the theatre. During intermission, you will have the opportunity to sit in your reserved seat.
Do you have accessible seating?
Yes. MainStage and Studio B performances wheelchair-accessible seats can be booked using our online ticketing system or by contacting our Box Office.
If you have any accessibility needs you’d like to bring to our attention, please contact our Box Office via email@example.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 and snacks be available?
Our concession stand will be open on the day of your event for purchases. Our concession has alcoholic and non-alcoholic beverages available, as well as an assortment of light pre-packaged snacks such as chips, chocolate, and candy.
What are ‘open environment’ performances?
We want everyone to feel safe and welcomed when coming to see the show. We recognize that traditional theatre etiquette are restrictive for many people. A laid-back environment offers a more dynamic theatrical experience where people can enjoy the show at their comfort level.
An ‘open environment’ is where audience members can be relaxed and be their natural selves. In this judgement-free “no-shushing’ environment, audience members are free to move in and out of the space, laugh as loudly or quietly as they please, and move around and fidget. There is also a ‘chill-out’ zone available in the lobby available for those who might need to take a break from an overstimulating environment.
Will an ‘open environment’ take away from the magic of theatre?
When focused on a performance, most people will block out background noise, particularly when they know why it’s happening. In a relaxed atmosphere, people tend to feel more at ease, feel a sense of diminished anxiety, so they are able to enjoy the show better.