Frequently Asked Questions
 

How do I know if I've already secured my tickets for next season?

Checking the status of your season tickets is easy! Log into "My Account" and visit the "Events & Tickets" to view. You can also contact the Season Ticket Services Department.

Can’t remember your username and password?  No problem, your username is your e-mail address (the one in which you receive all of your Playhouse Square information).  If it’s the password that you can’t remember, go ahead and select "Forgot Password." Once you do that an email will be sent your way to reset- it’s that simple!

I still have monthly charges coming out of my account, when will my bill plan end?

Though this year has certainly been unusual, payments for season tickets have always been made in advance of the season starting and help to guarantee your seat location and tenure. Once your bill plan is completed, you have paid for the upcoming season and there’s nothing left to do but enjoy the show! 

If you would like to check the status of your bill plan, please contact the Season Ticket Services Department.

What health and safety protocols can I expect?

We have collaborated with University Hospitals to provide health and safety guidance. We are enforcing a strict masking policy, providing hand sanitizer, following strict disinfection plans and providing communications prior to arrival and on site to remind guests of these protocols. We encourage you to choose digital ticket delivery to your mobile device for an easy, touch-free experience.

We will share the most up-to-date health and safety protocols well in advance of your first performance. With the first show opening in November, we expect there to some adjustments to the guidelines between now and then.

Playhouse Square has the latest HVAC technology, including air handlers equipped with MERV 13 rated filters, which are known to trap COVID-19 particles. As an additional measure, GPS brand bi-polar ionization has been installed in our HVAC system and is known to kill the COVID-19 virus. The theaters will be prepared by running portable HEPA filter units for three hours prior to each performance.

Will a health assessment/screening be required before I get my tickets/before I come to the show?

These details are being finalized and will be shared well in advance of your first visit.

What if I can’t attend due to illness or don’t want to attend due to a rise in cases?

As a Season Ticket Holder, you have the ability to exchange into a different performance during the run of a show if you are feeling ill. You can also swap your tickets from one show for additional tickets to another show on the KeyBank Broadway Series so you can bring friends or family members with you. Other options include donating the value of your tickets to support Playhouse Square’s not-for-profit mission or receiving a refund in the form of an account credit.

What are my Swap-a-Show options this season?

Currently your Swap-a-Show options are contained within your KeyBank Broadway Series season ticket package. For example, you may decide that you will forgo your tickets to one show on series for extra tickets to another on series. As additional shows are announced, they may also be available to swap into. If you choose to move into a performance with a higher ticket price than what you originally purchased, you will only be charged the difference.

What are my date exchange options this season?

You are able to exchange tickets up to 48 hours before their performance. If you choose to exchange for a performance with a higher ticket price than what you originally purchased, you'll only be charged the difference. No extra fees! There are no refunds for missed performances. Differences in prices, seat locations and deadlines may apply. If you are sick or at risk, please stay home. Flexible options are available to you if you become ill or are no longer comfortable attending after purchasing a ticket. 

I want to purchase additional tickets to Disney's FROZEN, when will I be able to do that?

As a Season Ticket Holder, you'll always have early access to shows, including Disney’s FROZEN. We will inform you via email when your pre-sale date in December 2021 has been established.

When will I be able to purchase additional tickets to select performances?

You will be able to purchase additional tickets starting with your Season Ticket Holder Pre-sale in late summer/early fall. We will inform you via email when your pre-sale date has been established. 

When will I be able to relocate my seats?

Relocations for this season have already taken place. If you are interested in improving your seats, please contact Season Ticket Services. If you would like to learn more about Donor Circle seating, please go here

When will I receive my tickets?

We are currently finalizing details on how to safely provide tickets to you. We encourage you to consider digital ticket delivery to your mobile device for an easy, touch-free experience. However, you will receive tickets prior to your show date and are able to review performances details using “My Account” online. 

I have tickets to JESUS CHRIST SUPERSTAR and/or MY FAIR LADY. What is happening with those shows?

JESUS CHRIST SUPERSTAR and MY FAIR LADY, postponed last spring due to the pandemic, have been rescheduled for 2022. JESUS CHRIST SUPERSTAR will return February 2-20, 2022 and MY FAIR LADY will run June 7-26, 2022.

I have another question. Can I speak with someone?

Of course! Our Season Ticket Services team is available to assist.

Hours: Monday through Friday, 9:00 a.m.-5:00 p.m.
Phone: 216-664-6050
Email:  [email protected]

Schedule a Call: If you would like to schedule a Personalized Service Appointment with a member of our Season Ticket Services team, click here to request a phone call at a time and date that works best for you.

Note: If you are a Donor, please contact your Donor Relations Representative.