Updates and Alerts

Updates and alerts

*Updated July 28, 2020

We are pleased to announce our new schedule of shows for the 2020/2021 season!

What steps are being taken to keep audiences safe and healthy in light of COVID-19 concerns?

All patrons will be required to wear a mask while on site. Parties are encouraged to be distanced by six feet while on our campus, both indoors and outdoors. Seating has been rearranged to accommodate social distancing.

Before entering our lobby, patrons will be required to take a temperature check to ensure that all members of a party are below 100.4 degrees. If a patron registers at or above 100.4 they will be asked to provide their contact information to assist in contact tracing efforts, and will be refunded the full value of their ticket purchase.

Staff will be required to wear masks (food and beverage staff will also wear gloves). Staff will receive daily temperature checks, and on site all staff will be distanced a minimum of six feet at all times. All high-touch surfaces will be regularly disinfected multiple times throughout the work period, including theatre seating.

All patrons must wear a mask while in the building, and are required to provide their own mask. If patrons cannot wear a mask, they cannot enter the building and will be refunded their ticket purchase within three business days. Signage will be placed in the lobby to remind patrons how to properly wear a mask and appropriate times to wash hands.

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

The schedule for the 2020/2021 season is available here. We will be emailing audience members who previously booked tickets to these productions with their new dates in the month of September. Unfortunately, we were not able to reschedule HAIR. Those with tickets to HAIR will receive an invitation by email to apply for a credit or refund on Tuesday June 30.

Why did you change some of the shows in the 2020/2021 season?

With audience and actor safety top of mind, we had to re-envision the experience of live theatre for the 2020/2021 season—from cleaning and safety protocol to cast and audience size. That meant changing some of the previously announced productions.

The first two productions in September promise an intimate experience with small casts, no intermission, and each of our two auditoriums limited to 50% occupancy. As we transition into October, November, and December, we plan to reintroduce the intermission and allow an incremental increase in audience size as the next steps in creating safe, public spaces. By January, we plan to move into standard, full-sized houses with larger casts from the selection of shows we had originally announced in our 2020/2021 season.

I didn’t use all my flex vouchers from my 2019/2020 flex pass. Can I use those in the 2020/2021 season?

Absolutely! We ask that you redeem your remaining flex pass vouchers by May 31, 2020. Flex pass vouchers are valid for any production in the 2020/2021 season. Beginning mid-September, you may use your passes to book into shows. We will send an email with instructions early in the month of September.

When I renewed my season tickets for the 20/21 season, you offered refunds with no questions asked. Is there a cut-off?

Season ticket holders can receive a full refund up to 24 hours in advance of the first show in their package.

I purchased a 20/21 Campus Pass/Big Six Pass. When will I get confirmation of my dates/seats? When can I add extra tickets?

Campus Pass and Big Six Pass holders will receive more information about the shows in their season ticket packages some time in mid-August. You can process Swap and See exchanges from one production into another, exchange dates within a production, and add on additional single tickets later in the month of September. We will send a more detailed communication in August.

I purchased a 2020/2021 Flex. When can I select my shows and seats?

In September Flex pass holders may begin to use their passes to book into shows. You will receive an email with more detailed instructions.

I had tickets to see HAIR and you didn’t reschedule that show. When can I get a credit for the 2020/2021 season or a refund?

You will receive an email on June 30 inviting you to select whether you would like to receive a credit valid for any show in The Phoenix Theatre Company’s 2020/2021 season, or a refund. We will process refunds within 3 to 5 business days.

When will you be offering the ability to swap out of a production using the “Swap and See” benefit for 2020/2021 Campus Pass and Big Six Pass season ticket packages?

Campus Pass and Big Six Pass holders will receive more information about the shows in their season ticket packages in mid-August. You can process Swap and See exchanges from one production into another, exchange dates within a production, and add on additional single tickets later in the month of September.

When do I need to let you know if I want to see my performance through livestream or in person?

We hope to have more information and update this answer in August.

How will livestreaming work?

We hope to have more information and update this answer in August.

Can I just buy the livestream version of a production, or is this service only available to season ticket holders?

We hope to have more information and update this answer in August.

Can I use my All Access Pass for in person or livestreamed productions?

We hope to have more information and update this answer in August.

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

When you signed up to become an All Access Pass holder, you paid for your first month of service in advance. With programming beginning again in Sept—the month for which you have already paid—your monthly billing will begin on Sept 15 for October programming. As a reminder, your payment will process on the 15th of each month for the following month’s programming. For those of you who haven’t suspended billing in support of the theatre during these challenging times, we thank you again for your kindness.

I made a partial payment on my 20/21 season tickets. When is the final payment due?

Due to the changes in our 20/21 season programming, final payment will be due August 28, 2020 for Campus Pass and Flex Pass holders and on October 23, 2020 for Big Six Pass holders.

When I agreed to reschedule my tickets from the postponed productions in 2019/2020, you offered refunds with no questions asked. Is there a cut-off?

Audience members with tickets to postponed performances of Something Rotten! and The Rocky Horror Show can receive a full refund up to 24 hours in advance of their production.

Can I use my credit on account for the 20/21 season 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 in the fall and single tickets go on sale at different times throughout the year with the first productions going on sale August 19. 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. Season tickets go on sale in the fall and single tickets go on sale at different times throughout the year with the first productions going on sale August 19. To use your credit, call the Box Office at 602-254-2151.

When are you mailing tickets?

To those who requested their 2020/2021 season tickets to be mailed, we’ll be mailing tickets in early September. To those who had their single tickets from Something Rotten or The Rocky Horror Show previously mailed to them, we will mail the tickets for your rescheduled performances by the end of August.

When do single tickets go on sale?

Single tickets go on sale at different times throughout the year with the first productions going on sale August 19.

When do 2020/2021 season tickets go on sale?

Season tickets go on sale online and through the box office on August 12.

What’s going on with Summer Camp, Summer of Dance, and Next Stages programming?

Upon careful consideration of the guidelines set forth by the CDC, and with the safety and well-being of our staff and campers top of mind, we have canceled all in-person Summer Camps for 2020. If you registered for Summer Camp but have yet to receive a refund, please contact our Box Office at 602-254-2151. 

Our Next Stages online theatre education classes have concluded for summer 2020.

Summer of Dance online dance classes have concluded for summer 2020.

Will you still be doing your digital program, Behind the Curtain?

Our final program is scheduled for Thursday, July 9, 2020.

I made a recent donation. When will I be receiving my tax receipt letter and/or donor benefits?

We will be working on a limited schedule through the end of July. If you made a gift after June 10, 2020, THANK YOU! We will process all acknowledgement letters upon our return. If you do not receive your letter by the end of August, please contact Julia Haase at j.haase@phoenixtheatre.com.

Who can I talk to if I have 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 during operating hours Tuesday – Thursday, 10am – 3pm at 602-254-2151.