Frequently Asked Questions
*Updated September 3, 2024
Our policies
Planning your visit
Season Ticket Holders
Our Policies
health and safety
What are your mask requirements?
Masks are not required, but we welcome all who choose to continue wearing one and ask our patrons to do the same.
Why isn’t the Phoenix Theatre Company requiring masks at all performances?
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 policies are consistent with governmental recommendations. We trust that individuals will exercise their best personal judgement and call our Box Office if they have a confirmed exposure, positive test result, or are not feeling well, as many have done already up until this point. We have options for exchanging your ticket. A fee may apply.
Tickets and exchanges
What is your exchange policy?
If you need to exchange tickets, a fee may apply. Exchange requests received after the scheduled show date and start time may not be honored. We do not issue refunds on ticket purchases.
If you are a Campus Pass or Big Six Pass Season Ticket Holder, you enjoy unlimited free date exchanges within a selected production only, and our Subscriber Service Team is happy to assist. Flex and All Access Pass holders have unlimited exchanges across dates and productions – but you must reschedule prior to your performance.
If you’ve tested positive for Covid-19, or are experiencing symptoms, we are happy to reschedule you for a later date! In the unfortunate instance that we are required to cancel a performance due to Covid-19, we will certainly make every effort to reschedule you for a later date of the same production or another show of your choice in our 2024/2025 Season.
If you are a Single Ticket Buyer (Not Subscriber), please call the main Box Office line at 602-254-2151.
If you are a Subscriber, please call the Subscriber Service Team at 602-889-6304 or send an email to [email protected]. Subscriber Service hours are Monday through Friday 10:00AM to 5:00PM. If you need assistance with rescheduling a show over the weekend – for tickets in that weekend’s performances, please call our Box Office at 602-254-2151. Exchange requests received after the scheduled show date and start time may not be honored.
If you are a First Year Subscriber for our 2024/2025 Season, please contact Jenny Weintraub at 602-889-5299 or [email protected].
If you are a Member Plus Subscriber and need to contact your Patron Concierge Manager, please contact our Subscriber Service Team at 602-889-5304 and we will be happy to connect you!
I chose to get “e-tickets” for my tickets. How does this work?
Most importantly, be sure we have your correct email address on file! Your tickets will be emailed to you 3 days prior to your scheduled performance. Just bring your smart phone with you to the theatre for our ushers to scan the attached PDF. If you prefer to print the PDF at home and bring it to the theatre, that is also acceptable. In addition, you have the option of logging into your Phoenix Theatre Company account and pulling up your ticket there to be scanned. You will see this ticket in your account 7 days prior to your performance under Upcoming Events. This process is the same for both Season Ticket Holders and Single Tickets.
Why is there a fee to mail my tickets?
The costs associated with running a business have gone up everywhere, including labor, materials, and postage. As a result, there will be a $3 fee for “Mail” delivery method, to cover the cost of ticket stock, envelopes, and postage. In the event of an exchange, you will again be charged the fee for each transaction. E-tickets and Hold at Box Office remain free and very accessible options.
I see that ticket prices have gone up – is this because of the new theatre build?
We are incredibly fortunate to have already raised the funds to break ground on the Dr. Stacie J. and Richard J Stephenson Theatre, so know that this is not impacting the current increase. The increase in ticket prices has to do with the aforementioned inflation, which is driving up costs of labor and materials. You likely continue to see the cost for numerous things in your life going up year over year. Ticket pricing increases are necessary as part of our regular operating pricing adjustments to cover production and administrative costs. We offer a wide range of package options to suit every budget and we would be very happy to help you find the best option for you!
Do you offer Student Rush Tickets?
Yes, middle school, 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.
GENERAL AGE POLICY
What productions can I bring young children to see?
We welcome children ages 3+ to our productions. Children under the age of three are not permitted. Regardless of age, each individual attending the show must have a ticket for admission, even if sitting on a lap. Please refer to each individual production’s content warnings to determine whether the subject matter feels appropriate for the age or maturity of the child.
Planning Your Visit
tickets and arrival
Where do I pick up my tickets?
We offer e-tickets delivered through email or physical copies held at Will Call. E-tickets may be presented on your phone when checking in to your performance, or you may request to pick up physical copies at Will Call, two hours before showtime.
How early do I need to arrive for student rush tickets?
Arrive as early as one hour before show time and present a current, valid student ID at Will Call.
directions and parking
Where are performances being held?
All performances are held on our campus at 1825 N Central Ave, Phoenix, AZ 85004. We offer nearly 500 performances across all three stages of our venue. We share a courtyard with The Phoenix Art Museum.
How do we get to the theatre?
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.
Review directions from Google Maps.
Is parking free?
Yes, parking is free at The Phoenix Theatre Company.
Where do we park?
Our lot is located conveniently adjacent to the theatre. 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.
accessibility
Will assistive listening devices, audio description, and ASL performances be available?
Yes, we offer assistive listening devices for every performance. We also offer audio description and American Sign Language interpretation throughout the season. Review all upcoming ASL/Audio Describe Nights here. These dates are also on the show’s performance page of our website.
Is your venue wheelchair accessible?
Yes, our venue is wheelchair accessible. Learn more about our wheelchair accessible seating here.
What is your water bottle policy?
Factory-sealed water bottles and empty personal containers are permissible for entry. In the event that patrons arrive with a personal water container, we kindly request that they empty its contents before gaining access to our premises. We provide convenient water fountains in the building, allowing patrons to refill their container as needed.
What is your bag policy?
Bags must be smaller than 12″ x 12″ x 12″ to ensure they can be securely stowed beneath your designated seat. Clear bags are not obligatory. We kindly remind our patrons that we do not offer storage services for personal belongings.
Season Ticket Holders
General
I am a Season Ticket Holder. Who do I contact when I need assistance with my tickets?
As a Season Ticket Holder, we are happy to offer you an exclusive phone number and email to contact our Subscriber Service Team! Please reach out to us Monday – Friday 10AM – 5PM at 602-889-6304 or [email protected].
If you are a Member Plus Subscriber, please contact our Subscriber Service Team and we will connect you with your Patron Concierge Manager!
For first year subscribers, you have someone eager and ready to guide you through getting the most out of your experience with The Phoenix Theatre Company! Your Concierge Manager, Jenny Weintraub, can assist with all questions regarding your season ticket package, including benefits, exchanges, and adding single tickets. She can be reached at 602-889-5299 or [email protected].
I am a Season Ticket Holder. Can I purchase additional tickets at a discount?
Absolutely! Season Ticket Holders receive a discount based on their individual packages. For 24-hour service we encourage you to log into your account on our website FIRST before selecting any seats. Our website will auto apply your discounted rate. Additionally, feel free to call our Subscriber Service Team to book additional tickets during normal business hours.
It says that VIP Tours of The Phoenix Theatre Company are available for Season Ticket Holders. Will this be possible in the 2024/2025 Season? How do I sign up?
It’s our pleasure to invite our patrons to cross over into our production spaces, seeing the incredible areas of our theatre that make us so special as a producing theatre. Our scene, costume, paint, and prop shops – in addition to our backstage and dressing room areas are always a hit on tours! We will contact our patrons once dates and availability are confirmed for the upcoming season.
I truly enjoyed the Artistic Director’s Series. Will this be returning in the 2024/2025 Season?
We will certainly provide exclusive engagement offerings for our Season Ticket Holders, and the Artistic Director’s Series will continue to be a fun, informative gathering. You will receive invitations via email in advance of an offering, that will require an RSVP. Visit phoenixtheatre.com/engage-learn/audience-learning for more info!
How can I find out more information about the Capital Campaign and the new theatre?
We are beyond excited to have broken ground on the Dr. Stacie J. and Richard J Stephenson Theatre! For more information on the project and ways you can support, please visit phoenixtheatre.com/elevate.
When will the new theatre open?
As with all construction projects, there is always the possibility of delays. The project timeline has an official opening in 2025.
How will seating be determined in the new space?
Subscription seating in the Hormel Theatre (formerly our Mainstage Theatre) will not be impacted. Our patrons’ commitment to The Phoenix Theatre Company is a huge part of our success — now more than ever as we navigate the process of constructing our new 500-seat theatre. As our way of saying “thank you” for your support during this momentous project, patrons with a history of both subscription and donation support will receive advance access to seating in our new theatre. We appreciate your commitment to the elevation of The Phoenix Theatre Company during this exciting time in our history! More information will be coming very soon!
Are there new showtimes for the 2024/2025 Season?
Yes! Showtimes are as follows:
| Hormel Theatre (formerly our Mainstage) Through | Hormel Theatre (formerly our Mainstage) After | Judith Hardes Theatre | Dr. Stacie J. and Richard J Stephenson Theatre | |
| 6/29/25 | 6/29/25 | |||
| Wed | 7:00pm | 7:30pm | 7:30pm | 7:00pm |
| Thurs | 1:30pm | 2:00pm | 2:00pm | 1:30pm |
| Thurs | 7:00pm | 7:30pm | 7:30pm | 7:00pm |
| Fri | 7:00pm | 7:30pm | 7:30pm | 7:00pm |
| Sat | 1:30pm | 2:00pm | 2:00pm | 1:30pm |
| Sat | 7:00pm | 7:30pm | 7:30pm | 7:00pm |
| Sun | 1:30pm | 2:00pm | 2:00pm | 1:30pm |
| Sun | 7:00pm | 7:30pm | 7:30pm | 7:00pm |
flex passes
How do I book tickets with my Flex Pass?
- Log in to your account https://tickets.phoenixtheatre.com/account/login.
If you have never used our online system, then we have created an account for you at sign-up! Select “Forgot Your Password?” and provide your e-mail address for a link to create your unique password.
Please do not select “Register a New Account” – this will create a duplicate login, and immediate booking may not be available.
- Select your performance and your choice of date and time.
- Select your preferred seats. Begin by clicking on the first seat and selecting the Standard Price. Your $0 Flex Redemption price will be applied in the cart.
Remember to only select the number of tickets available to you in your package. Additional tickets will change to the Sub Discount price in the cart. - Continue through the shopping cart process. You will not be prompted for payment.
- 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 Flex Redemption and Sub Discount pricing when booking online. Please call our Subscriber Service Team at 602-889-6304 or email us at [email protected] if you experience any issues when booking your tickets online.
all access passes
How do I book tickets with my All Access Pass?
How do I book tickets with my All Access Pass?
- Log in to your account https://tickets.phoenixtheatre.com/account/login.
If you have never used our online system, then we have created an account for you at sign-up! Select “Forgot Your Password?” and provide your e-mail address for a link to create your unique password.
Please do not select “Register a New Account” – this will create a duplicate login, and immediate booking may not be available.
- Select your performance and your choice of date and time.
- Select your preferred seats. Begin by clicking on the first seat and selecting the Standard Price. Your $0 All Access Pass Redemption price will be applied in the cart. Remember to only select the number of tickets available to you in your pass. Additional tickets will change to the Sub Discount price in the cart.
- Continue through the shopping cart process. You will not be prompted for payment.
- After the transaction is complete, you’ll receive an email detailing your ticket information.
If you purchased your All Access Pass from our website, it can take up to 30 minutes for you to access the All Access Redemption and Sub Discount pricing when booking online. Please call our Subscriber Service Team at 602-889-6304 or email us at [email protected] if you experience any issues when booking your tickets online.
I have an All Access Pass. When will charges begin?
When purchasing an All Access Pass through our website, your payment will process immediately, and your Pass will become active within 15 minutes. Billing will occur each month on the same day of the month as your initial payment. Please note that the billing processor will make three (3) attempts over a three (3) day period if the monthly payment is declined for any reason. After the third attempt, if the payment is still unable to process, you will need to set up a NEW membership, in addition to updating your payment information. Please contact your Concierge Manager or our Box Office at 602-254-2151.
Additional Questions?
We are eager to help you! For non-time sensitive questions we kindly ask that you email us at [email protected]. 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 Friday from 10:00 AM to 5:30 PM. For questions or concerns related to our weekend shows please note that the our box office operates on limited hours. Please leave a message and they will return your call as quickly as possible.
