Frequently Asked Questions

Vancouver FAQ

What hours does the Broadway Across Canada Service Centre observe?

Monday - Friday, 8am – 4pm

Summer Hours (May – Labour Day):

Monday - Thursday, 8am - 4pm

Friday, 8am – 2pm

How do I buy tickets and how much do they cost?

Single tickets go on sale approximately 6 - 10 weeks prior to the performance. To purchase single tickets click on "Get Tickets" from the Show Schedule page or charge by phone at 1.855.985.5000. Sign up for our Broadway Across Canada eCLUB   and get the latest show information, special offers, and our e-newsletter.

How can I view a seating chart for the Queen Elizabeth Theatre?

To view a seating chart for the Queen Elizabeth Theatre you can click here.

What happens if my tickets are lost or stolen?

Not a problem, if you have purchased from an authorized ticket source or we have a record of your sales transaction and can accommodate you. Please contact your point of purchase as soon as you discover you have misplaced your ticket(s). We will confirm your seating and reissue your ticket. For security purposes the barcodes on your original tickets will be disabled and only the new tickets will be able to enter. Identification and payment verification will be needed if you pick up the new seats at the box office. If tickets were purchased through an unauthorized ticket reseller, we cannot guarantee replacement.


If you are at the theatre at the performance, go to the box office and they will be able to assist you. 

What is the performance runtime?

The performance runtimes vary for each show.  To find out the runtime for each show go here  and select the show or go to Shows tab at top and select the show. 

At what age can children attend shows?

A ticket must be purchased for every person attending the show, regardless of age. Parents should use discretion when deciding what shows are appropriate for their children.



Is there accessible seating available?

Accessible seating are available. For more information please contact the Broadway Across Canada Subscriber Hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm) or e-mail at

Due to an emergency, I missed my scheduled performance. What are my options?

 No refunds or exchanges are given on single ticket purchases.

How do I purchase tickets to Broadway Across Canada/America shows in other cities?

Broadway Across Canada/America makes ordering tickets for family, friends and colleagues in a different city easy. For a list of cities within the Broadway Across Canada/America network visit or

Where do I go to get general information such as directions to the theatre, box office hours, and other services offered by Broadway Across Canada?

Click here  or you can go to the Theatre tab and select the venue at the top of the page. 

Where do I go to find out what other shows are playing in the Broadway Across Canada season?

Check out all of our Broadway shows  here  or you can go to the Shows tab. 

What is the appropriate dress for attending a Broadway Across Canada performance?

There is no specific dress code. Some events such as opening nights will draw a dressier crowd. Most people enjoy dressing up to go to the theatre, but you will see people wearing everything from casual for a concert or movie to Sunday best or formal wear for theatrical performances.


How do I get on your mailing list?

The best way to get on our mailing list is to join our eCLUB.  It’s free to join and you get access to offers to local Broadway shows before they go on sale to the public.  We will also let you know when season tickets become available.  Join eCLUB now!

What is the eCLUB?

The eCLUB is an electronic mailing list that is free to join. You can opt into receive exclusive Broadway Across Canada email offers and news. Joining the eCLUB is the easiest way to learn about all of our events and it lets you manage your membership and tickets quickly and easily. There is no obligation to purchase. CLICK HERE  to join.


What do I do if a performance is cancelled? What is the policy with regards to inclement weather?

We rarely cancel performances due to weather. In cases of inclement weather, we strongly recommend that patrons use public transportation where possible, travel safely and allow plenty of time to arrive at the theatre on time. During inclement weather, updates will also be posted on and on the Broadway Across Canada Vancouver homepage.  We will also do our best to update information on the Broadway Across Canada Subscriber Hotline at 1.866.542.7469 phone messaging with the latest performance status and instructions. We recommend that patrons check these sites frequently if there is a pending or occurring storm.

Why should I buy from the official and authorized ticket sources? What are the official and authorized selling locations for Broadway Across Canada?

Broadway Across Canada strongly urges all of our patrons to purchase their tickets through an Authorized Ticket source, which include the and We do not recommend that patrons purchase tickets through unauthorized outlets, online resellers or other ticket sales operations.


When will tickets go on sale to the general public for a specific show?

Tickets go on sale to the public 6-8 weeks before the show is in town.  To have access to tickets prior to the public on sale, join our eCLUB by clicking here.   

I had an issue at a recent performance that I would like to speak to someone about. How can I contact a customer service representative?

You can also call us at the Broadway Across Canada hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm). You can reach us by e-mail at If you prefer to send written communication, please send to Broadway Across Canada, Attn: Customer Service, 290 Picton Ave, Suite 103.  Ottawa, Ontario, K1Z 8P8


If you have an emergency issue that needs to be addressed prior to a show, and outside of our normal business hours, please contact the venue. The Queen Elizabeth Theatre phone line is 604-665-3050

How can I purchase merchandise from a show?

Merchandise will be sold in the lobby pre-show and during intermission.

Getting a spinning wheel when trying to purchase or exchange?

This is due to Adobe Flash Player, which is required to display the seating map, not being supported by many web browsers. We apologize for this inconvenience and are working hard to resolve this issue. In the meantime, we suggest that you update your Flash Player. CLICK HERE for instructions

How do I get my tickets on my mobile phone?

We're so excited that you would like to try this new technology. CLICK HERE for detailed instructions

Having trouble getting the seating map to load?

You may need to update or install Adobe Flash Player. Choose your preferred web browser below for helpful instructions.

Internet Explorer

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Where can I find the terms and conditions of a season subscription?

Season Subscriptions, additional subscription tickets, and all other tickets purchased under any subscription are subject to the Broadway Across Canada Standard Season Subscription Terms and Conditions posted on our website at  By purchasing a Season Subscription, you agree to such Terms and Conditions. We do not support the reselling of these tickets above face value through any means other than through authorized reselling programs of Broadway Across Canada. Doing so will constitute a breach of these Season Subscription Terms and Conditions and Account Holders who violate this rule may be subject to revocation of their purchasing status and seats. 


I cannot attend one of my performances due to a conflict. How do I exchange my tickets?

This is one of the best benefits of becoming a Broadway Across Canada Season Subscriber! If you are unable to attend your scheduled performance, subscribers may exchange their tickets for another performance of the same production.

 There are many ways subscribers can exchange their subscription tickets:


Login to the Subscriber’s online account at Under the “Subscriptions” tab at the top of the webpage, select “Manage My Tickets” and login using your account number or e-mail address & password.


Call the Broadway Across Canada Subscriber Hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm)

Exchanges are free.  When exchanging from a lower to a higher priced performance the price difference will be collected when processing the exchange.

Tickets must be exchanged no later than 72 hours in advance of the date before your scheduled performance and by Thursday at 3:00pm for Saturday and Sunday performances—No Exceptions

Tickets must be in hand when exchanging by phone. We make every effort to place you into comparable seating for exchanges, however this cannot be guaranteed.

When using your network benefits to exchange tickets into another city, the ticket exchange must be requested no later than two weeks prior to the performance in your home market. Requests after that point will not be guaranteed. 



When will I receive my Season Package?

Season packages will be mailed to the address listed on your account approximately 4 to 6 weeks prior to the first engagement.

How do I change my address, phone number or e-mail address?

We want to make sure you continue to receive important information on a timely basis. In order to ensure the security of your account all changes must be submitted in writing. There are a few easy ways to make changes to your phone, address, or e-mail:

Login to the Subscriber’s online account at Under the “Subscriptions” tab at the top of the webpage, select “Manage My Tickets” and login using your account ID/e-mail address and password.




Mail your updated information along with your account number to Broadway Across Canada, Attention:  Customer Service 12 Lawton Blvd., Suite 200, Toronto, Ontario, M4V1Z4.

I don’t know my password. What do I do?

Go to “Subscriptions” then “Manage My Tickets.” Click on “Forgot Your Password,” enter your Account Number or E-mail address associated with your account and a temporary password will be emailed to you.  Click on the link provided in the email and enter your new password.  If you do not have an Account ID or password, or do not know the email address registered to your account, please contact Subscriber customer service hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm).

I need to change my password. How do I do it?

If you know your password, but need to change it enter your Account ID or email address and current password to log in. Once you are logged in, there will be a small box on the left of the screen with the account holder’s name and Account ID.  Directly underneath of the Account ID, click on “edit my profile”. Under “Manage Your Settings” click on “Change My Password” to update your password."

Can the benefit of ordering priority tickets for added shows or extra tickets to season shows be extended to family and friends?

For security purposes, the only people who may access information or order additional tickets tied to a subscription account are the names listed on the account. We are happy to provide additional tickets to any Broadway Across Canada show for your family and friends, but the request must come from the account holder(s). All tickets ordered will be mailed to the address on the account, and a limit of 8 additional tickets per show per subscriber account will be strictly enforced. If you are bringing a large group please contact our Group Sales Department at 1.800.889.8457 or email

Can I purchase additional tickets?

Additional subscription tickets may be purchased by logging into your online account at, the Broadway Across Canada Subscriber Hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm).  There is a $10 per ticket service fee for additional tickets.


If you wish to purchase additional tickets in another Broadway Across Canada or Broadway Across America city, please call the subscriber hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm).

Can I print my tickets at home? Is there a fee for printing my tickets at home?

Absolutely you can print at home and there is no fee! Follow these simple steps to print tickets at home: 


Select “Manage My Tickets” under the “Subscriptions” tab at


Login using your account number or e-mail address & password.


Select “Manage My Tickets” under “Ticket Options”, or simply choose “Manage This Event” next to your upcoming event if listed below.


Select your EVENT from the calendar view to see the ticket details for that event.


Use the dropdown to select the “Print tickets” action.


Select the SEAT LOCATION(S) that you wish to print, then click “Continue” at the top of the calendar.


Review information and select “Continue to Print. *if you already have your tickets and are reprinting them please be sure to check the REPRINT box.


Continue through the prompts to download a file with your ticket.


Once you have agreed to the Terms & Conditions, select “Submit” and open the downloaded file to print your tickets.

I would like to upgrade my Season package seating. What do I need to do?

Upgrading your seats to individual shows is easy! Much like standard exchanges, we recommend you upgrade in advance as availability is not guaranteed. There are many ways Subscribers can upgrade their subscription tickets:


Login to the Subscriber’s online account at Under the “Subscriptions” tab at the top of the webpage, select “Manage My Tickets” and login using your account number or e-mail address & password.


Call the Broadway Across Canada Subscriber Hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm).


By e-mail at Please include a copy of your tickets and your phone number in case we need to contact you.


The price difference between the lower and higher price level will be collected upon processing the upgrade. Online upgrades do not incur any fees.


In order to upgrade your entire Season package please complete the “Change Request/Account Upgrade” section of your renewal invoice. Upgrade requests may also be entered upon renewing online or by submitting your request prior to the renewal deadline by phone, mail or by fax. All requests must be made in writing. Requests are reviewed and processed on a date-received basis following the renewal deadline.

I have been sharing my season account with friends; we would like to separate the seats into individual accounts so we can receive our own mailings. How would I do that?

Splitting season accounts can be done if the current account holder makes this request in writing to our office prior to the renewal deadline. In order to split your accounts please complete the “Adding/Splitting Seats” section of your renewal invoice. Please include each Subscriber’s mailing address, e-mail address, and telephone number. Payment must be received in full. Once new accounts have been created only the new account holder can access his/her account. 

I am unable to attend this year, but would like to retain my seats for the following year. What can I do?

Unfortunately we are unable to hold your seats without payment in full. If accounts are not renewed by the deadline, seats will be released. If you allow your subscription to lapse and choose to return in a later season, you will be seated with the best available locations at that time.


I have two residences and will not be in town for the beginning or end of the season, what are my options?

We want you to enjoy a full season of Broadway. There are nearly 40 Broadway Across Canada/America markets nationwide. Please call the Subscriber Hotline at 1.866.542.7469 (Monday through Friday, 8am to 4pm) to see if your second home is a Broadway Across Canada/America city or if there is a qualifying market nearby.

I can no longer attend the series, and would like to give my account to a friend. Is that possible?

Yes, you can give your seats to a friend. You just need to send us a letter that includes your friend's complete information and send that along with the payment during the renewal process, before the renewal deadline passes. This letter must be signed by the original Season Subscriber.

If I change my mind, can I cancel the season subscription and receive a refund?

Although we don’t want to see you go, subscriptions may be cancelled and refunded in full so long as the requested is received prior to subscription packets & tickets being mailed. If you have already received your tickets each subscription is subject to a $35 per subscription cancellation fee.  Tickets must accompany the refund request. Subscription cancellations and refunds are not available following the run of the first subscription show. Cancellation requests must be made in writing and sent to: Broadway Across Canada – Customer Service, 12 Lawton Blvd., Suite 200, Toronto, Ontario, M4V 1Z4.


I have an emergency regarding my performance tonight/this weekend and the Service Center is closed. Who can I contact?

We understand emergencies arise. Please contact the theatre box office at 1-855-985-HELP (4357) to see how we can assist you.

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I would like to purchase a large number of tickets for my company event or charitable functions. How do I do that?

Parties of 10, 20 or more are able to purchase tickets by contacting our Group Sales Department: 1.800.889.8457 or

How many people constitute a group?

Group minimums vary by performance, but are usually 10 or more tickets.  For more details click on to the Group tab at the top of the page.

Are there discounts available for groups?

Yes! Groups enjoy discount tickets to most performances. Discounts vary by performance and generally range between 10% and 25% off per ticket depending on your group size and performance selected.


Do I save any fees by booking a group?

Yes you do!  When purchasing through group sales you are avoiding the normal ticketing fees ranging from $10-$15.  There are still some fees for group tickets, but overall you will be saving by booking a group. 


Are there student or senior rates available to the show?

Many performances do offer special rate to student and senior groups. Please contact a group sales representative at 1.800.889.8457 or at to discuss the various options available to your group.

Is the show appropriate for children?

Each of our productions is unique and the age appropriateness varies by production. Please see the individual show pages for recommendations or contact a Group Sales Representative at 1.800.889.8457 or at to discuss the show content. 

Do we need to pay for our tickets right away or can we be invoiced?

Group clients may reserve their tickets in advance and will be invoiced for their seats to allow you time to collect funds from your group members. Our Group Sales Department can give you more details on the payment options upon reservation.

Do we need to wait until tickets go on sale to the public or can we book our seats now?

Groups are able to reserve their seats in advance of the general public for most shows. Group reservations may be accepted if a show is listed on our website.

What information do you require from me to order group tickets?

We need your group or organizations' name, contact person, mailing address, email address, and phone number for our contract. We also need the show name, show date and time, number of seats and locations. For example:

Broadway Across Canada
12 Lawton Blvd. Suite 200

Toronto, Ontario, M4V 1Z4


Show: Mamma Mia!
Date: March 6th, 2001
Time: 8pm
# : 52 Orchestra

Can I return tickets?

Once we receive your final payment and send you your tickets, there are NO REFUNDS or exchanges.

How do I receive my tickets?

We mail out tickets via Canada Post to the address supplied for the contract, once we receive the final payment.

What if I reserved 35 tickets but only need 32?

No sweat! You are more than welcome to adjust your group numbers as needed up until the agreed upon final payment date.  Please note the group minimum will need to be reach in order to access group tickets.


What if I reserved 35 tickets and really need 40?

Again, no problem! If you need more tickets than reserved, contact us as soon as possible and we will add additional seats to the order. We always do our best to find seats near your existing seats, but this is based upon seating availability.

Does my group have to be placed together?

Not at all! We understand some group members will love an up close experience while others prefer a balcony or terrace view. No matter where you are located, your group is sure to have a wonderful time. As long as the minimum group amount of tickets is met your group may spread out throughout the theatres – in various pricing levels, rows and sections.

I am bringing a large group to the show. Where can we park our tour bus?

Parking your bus is easy and may be arranged by contacting the venue directly.

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If your question has not been answered, please contact Broadway in Vancouver Customer Service so that we may be able to speak with you personally.

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