Updates and Alerts

Frequently asked questions

*Updated October 7, 2021

Health and Safety Guidelines

Getting ready for the show

Season Ticket Holders

19/20 Season Ticket and Single Ticket Holders

 

Health and Safety Guidelines

How are you keeping people safe from the spread of COVID-19?

  • Hand sanitizer stations are deployed throughout our facilities
  • We regularly clean and sanitize high touch areas
  • Temperature checks are mandatory for all guests and staff, and a temperature of 100.4 or below is required to enter the premises
  • We offer contactless ticketing and program options 
  • In our bistro we offer digital menus 
  • Our Front of House and Food and Beverage teams will wear masks
  • Our Front of House and Food and Beverage teams are vaccinated
  • Displayed signs in all restrooms and eating areas to encourage frequent hand washing and proper cough/sneeze containment
  • Our spaces have the highest level of air filtration available throughout the buildings

What are your mask requirements? If I have been vaccinated for COVID-19 do I still have to wear a mask?

Masks are strongly encouraged.


Why isn’t the Phoenix Theatre Company requiring masks?

The Phoenix Theatre Company has consistently reviewed our COVID-19 practices and consulted federal guidelines, local government and industry standards to generate our COVID-19 policies. Our current strong recommendation of a wearing a mask is consistent with a great number of venues in the United States similar to ours. We are also the only venue in our area currently doing temperature checks at the door, which is a proven effective method in identifying an active infection. We trust that individuals will exercise their best personal judgement and call our box office to request a reschedule or refund if they have a confirmed exposure, positive test result, or are not feeling well, as many have done already up until this point.

In an effort to provide those that would feel more comfortable in a fully masked and vaccinated environment with an opportunity to attend our productions, we have designated selected upcoming performances of CamelotThe Rocky Horror Show, and Million Dollar Quartet Christmas as “Mask and Vaccination Required" performances. Learn more about these selected performances here.


Why doesn’t the Phoenix Theatre Company require proof of vaccination?

The Phoenix Theatre Company strongly encourages anyone who is able to receive a COVID-19 vaccine to do so to protect themselves and their communities. That being said we also respect an individual’s rights to protect and keep health information private. We trust that individuals will exercise their best personal judgement and call our box office to request a reschedule or refund if they have a confirmed exposure, positive test result, or are not feeling well, as many have done already up until this point.

In an effort to provide those that would feel more comfortable in a fully masked and vaccinated environment with an opportunity to attend our productions, we have designated selected upcoming performances of CamelotThe Rocky Horror Show, and Million Dollar Quartet Christmas as “Mask and Vaccination Required" performances. Learn more about these selected performances here.


Why isn’t the Phoenix Theatre Company offering socially distanced seating?

The Phoenix Theatre Company has consistently reviewed our COVID-19 practices and consulted both CDC guidelines, local government and industry standards to generate our COVID-19 policies. Our current capacity plan is consistent with a great number of venues in the United States similar to ours. Should you find that you do not feel comfortable sitting close to other individuals, we do recommend that you contact our box office when booking your tickets to help you identify seating that provides the most social distancing opportunities. On the day of your performance, you can also check in with our House Manager who can offer you alternative seating options. Finally, after exhausting these measures we are also happy to reschedule or apply your tickets to a future production in our season.

In an effort to provide those that would feel more comfortable in a fully masked and vaccinated environment with an opportunity to attend our productions, we have designated selected upcoming performances of CamelotThe Rocky Horror Show, and Million Dollar Quartet Christmas as “Mask and Vaccination Required" performances. Learn more about these selected performances here.


I don’t want to be in a theatre with unmasked individuals. What are my options?

We strive to provide a forum in which the community from all walks of life and different belief systems can gather live and in person. The arts is where anyone can go and be welcomed. As a result, we’ve have designated the below performances as “Mask and Vaccine Required” performances as a way to provide those who would feel more comfortable in a fully masked and vaccinated environment an opportunity to do so. These performances are clearly identified as “Mask and Vaccine Required” performances on our website. We ask that all individuals agree to wear a mask at all times in the lobby and theatre spaces unless actively eating or drinking. For these performances, food and drinks will not be allowed into the theatre. Patrons will still undergo the standard temp check at the door but also must show proof of vaccination at their time of entry into the theatre with their valid ticket. Learn more about these selected performances here.

Upcoming "Mask and Vaccine Required" performances are listed below.

October 23: Camelot at 2:00pm and 7:30pm and The Rocky Horror Show at 3:00pm and 8:00pm
November 12: The Rocky Horror Show at 8:00pm
November 14: The Rocky Horror Show at 3:00pm
December 18: Million Dollar Quartet Christmas at 2:00pm and 7:30pm


return to the menu ^

 

Getting Ready for the show

Ticket Sales and Distribution

When are you mailing tickets?

To minimize close personal interaction at Will Call, we are offering e-tickets delivered through email. Present tickets on your phone when checking in to your performance. We will not be mailing single tickets for the 2021 Summer Season. If you do not have a smart phone, contact the Box Office at 602-254-2151 for alternate arrangements. If you are swapping into the summer season as part of your 2021/2022 season ticket package your tickets will be held at will call. 


When do single tickets go on sale?

Single tickets are on sale now.


I am a Season Ticket Holder. Can I purchase additional tickets at discount? 

Absolutely! Additional tickets for Season Ticket Holders get a discount based on their individual package. Please call the Box Office to book your tickets or log onto your account online before making a purchase to get your discounted rate.  


Will you continue to offer Student Rush?

Yes, high school and college students can get one $15 ticket per student as early as one hour before show time by presenting their current, valid student ID at Will Call.

return to the menu ^

 

Plan Your Visit

Where are performances being held?

All performances are held on our campus at 1825 N Central Ave, Phoenix, AZ 85004.  


Where do we park?

We have plenty of free parking available on our campus.  On certain days the lot that we share with the Phoenix Art Museum will fill up quickly. If we anticipate any parking concerns you’ll receive an automated courtesy call to let you know.   

  • If you are entering from McDowell Road on Alvarado, drive North one block to the corner of Alvarado and Coronado. Turn left and follow the red signage for theatre parking.
  • If you are entering from Central Avenue, look for the signed entrance into The Phoenix Theatre Company/Phoenix Art Museum. Go past the museum entrance and follow the red signage for theatre parking.
  • If using the Light Rail, exit at the Central/McDowell stop and head north on Central Avenue. You will turn right at the entrance to the theatre and museum and keep walking until you see the Stephen Spielberg entrance on your right. 

Click here for directions from Google Maps.


Will assistive listening devices, audio description, and ASL performances be available?

Yes, we offer assistive listening devices for every performance, and we'll also offer audio description and American Sign Language interpretation throughout the season. Please click here for a full schedule of dates.


Where do I go to pick up my tickets?

To minimize close personal interaction at Will Call, we are encouraging e-tickets sent through email. Will call will open 2 hours before show time and will be available for last minute ticketing needs.

If you do not have a smart phone, contact the Box Office at 602-254-2151 for alternate arrangements. 


What if I can’t make a particular date?

Our box office staff are on hand to help. If you need to exchange tickets, a fee may apply. If you are season ticket holder you enjoy unlimited free exchanges and a Concierge Manager assigned to help you all season!

Please call the Box Office before your performance at 602-254-2151. Box Office hours are Monday through Friday from 10:00am to 3:00pm. The Box Office is open 2 hours before show time on weekends for will call.   


What if I have concerns about the content of a performance?

The Phoenix Theatre Company strives to provide accurate advisories for each performance regarding special effects that may affect patron health and sensitivities, including but not limited to smoke, strobe lighting, graphic violence, and aggressive sound effects. However, with respect to content, we do not always provide advisories because content sensitivities vary widely from patron to patron. If you have any questions or concerns about content, please contact The Phoenix Theatre Company Box Office prior to purchasing your tickets, as all sales are final. The Phoenix Theatre Company will not issue refunds to patrons who choose not to see a performance based on subject matter or personal view of content or quality.

return to the menu ^

 

Season Ticket Holders

Refunds

When I renewed my season tickets for the 2020/2021 Season, you offered refunds with no questions asked. I am still not ready to return due to health and safety concerns what are my options? 

Please contact your concierge manager for your options.  

Last Names A-K: Adriana Villa, 602-889-6317
Last Names L-Z:  Sara Cooper, 602-889-5281

return to the menu ^

 

Flex Passes

I purchased a 2021/2022 Flex. When can I select my shows and seats?

Flex Pass holders may redeem vouchers into the 2021/2022 Season starting Monday, June 21, 2021. You will receive an email that morning reminding you that seats are open for early access booking.


How do I book tickets with my Flex Pass?

  1. Remember to book your desired performance at least 24 hours in advance.
  2. Log in to your account "https://tickets.phoenixtheatre.com/account/login"
  3. Select your performance and your choice of date and time.
  4. Select your preferred seats – begin by clicking on the first seat. A $0 price type should appear. Remember to only select the number of tickets available to you in your package. Selecting more tickets will cancel the transaction.
  5. Continue through the shopping cart process. You will not be prompted for payment.
  6. After the transaction is complete, you’ll receive an email detailing your ticket information.

If you purchased your Flex Pass from our website, it can take up to 48 hours for you to access the $0 price type when booking online. Please call our Box Office at 602-254-2151 or reach out to your dedicated Concierge Manager if you experience any issues when booking your Flex tickets online.

return to the menu ^

 

All Access Passes and Season Ticket Payments

I have an All Access Pass. When will charges begin?

If you put your All Access Pass on hold during the outdoor season, please contact your Concierge Manager to reinstate your pass and establish your new payment dates.  

As a reminder, your payment will process on the 15th of each month for the following month’s programming.


I made a partial payment on my 2021/2022 season tickets. When is the final payment due?

Payments are due June, 11, 2021.


How do I book tickets with my All Access Pass?

  1. Remember to book your desired performance at least 24 hours in advance.
  2. Log in to your account "https://tickets.phoenixtheatre.com/account/login"
  3. Select your performance and your choice of date and time.
  4. Select your preferred seats – begin by clicking on the first seat. A $0 price type should appear. Remember to only select the number of tickets available to you in your membership. Selecting more tickets will cancel the transaction.
  5. Continue through the shopping cart process. You will not be prompted for payment.
  6. After the transaction is complete, you’ll receive an email detailing your ticket information.

If you purchased your All Access Pass from our website, please remember your membership set-up must be completed before you can access the $0 price type when booking online. Please call our Box Office at 602-254-2151 or reach out to your dedicated Concierge Manager if you experience any issues when booking your All Access Pass tickets online.

return to the menu ^

 

19/20 Season Ticket and Single Ticket Holders

Rescheduled Shows

When will I find out the date for my rescheduled performance of Something Rotten!The Rocky Horror Show, or HAIR?

Something Rotten! and The Rocky Horror Show have been rescheduled as part of our 2021/2022 Season. On June 21st you may reschedule tickets for these shows ahead of them going on sale to the public. Unfortunately, we were not able to reschedule HAIR. Those who have not yet received a credit or refund for their HAIR tickets should contact the Box Office at boxoffice@phoenixtheatre.com.

return to the menu ^

 

Flex Vouchers

I didn’t use all my flex vouchers from my 2019/2020 Flex Pass. Can I use those in the future?

Any remaining vouchers from the 2019/2020 Season have been converted into the appropriate monetary value credit on your account and may be applied toward a future ticket purchase. Please contact the Box Office for additional details. 

return to the menu ^

 

Credits, Refunds, and Gift Certificates

I had tickets to see HAIR and you didn’t reschedule that show. When can I get a credit or a refund?

An email was sent on June 30, 2020 inviting you to select whether you would like to receive a credit or a refund. If you did not receive that email, contact us at boxoffice@phoenixtheatre.com. All refunds are processed within three to five business days.


Can I use my credit on account for single tickets or season tickets? When can I use it?

Sure, you can use it in whatever way works best for you. Season tickets go on sale June 1 and single tickets go on sale July 1. To use your credit, call the Box Office at 602-254-2151.


I have a partially used or unused gift certificate from the 19/20 Season. Can I use that in 2020/2021?

Sure, you can use it to purchase single tickets or season tickets. All gift certificates with an expiration date in 2019 will be valid through August 31, 2021. To use your gift certificate, call the Box Office at 602-254-2151.

return to the menu ^

 

Additional Questions?

We are eager to help you! During this time of limited hours, we kindly ask that you email us at boxoffice@phoenixtheatre.com. Someone will respond to you as quickly as possible. Alternately, you may contact the Box Office at 602-254-2151 during operating hours Monday through Thursday from 10:00am to 3:00pm.