Frequently Asked Questions

*Updated September 22, 2025

The Phoenix Theatre Company

Planning Your Visit

Our Policies

Season Ticketholders

 

Playhouse on the Park

Planning Your Visit

The Phoenix Theatre Company Campus

Planning Your Visit

General

The Phoenix Theatre Company campus is located on 1825 N Central Ave and currently home to the Hormel Theatre and the Judith Hardes Theatre. At the same campus, the Dr. Stacie J. and Richard J Stephenson Theatre will soft open in September 2025.

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.

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.

Our patrons wear everything from smart casual to cocktail attire. Dress for a great time at the theatre! Theatres are often kept cool for the benefit of the audience (and stage lights can get hot!). If you typically get cold in air-conditioned spaces, you may consider bringing an extra layer.

Directions + Parking

The Phoenix Theatre Company campus is located on 1825 N Central Ave and currently home to the Hormel theatre and the Judith Hardes theatre. In fall of 2025, we will open the Dr. Stacie J. and Richard J Stephenson theatre at the same campus.

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 and email 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 a map on our Directions + Parking page.

Click here to review directions from Google Maps.

Yes, parking is free at The Phoenix Theatre Company.

Our theatre is conveniently located just north of Downtown Phoenix, in a complex shared by Phoenix Art Museum. We have five lots located conveniently adjacent to the theatre. 

Parking Lots 

  • Red Lot is located directly in front of The Phoenix Theatre Company Box Office for accessible parking. (There is additional accessible parking in the Phoenix Art Museum (PAM) Shared Parking Lot.)
  • Blue Lot is located at Coronado Road and Alvarado Road across from the Red Lot. 
  • Yellow Lot is located at Central Avenue and Coronado Road. 
  • Purple Lot is located at Alvarado Road and Palm Lane with entrances from either road. 
  • Phoenix Art Museum (PAM) Shared Parking Lot (noted in pink on the map) is located between Central Avenue and Alvarado Road. There is additional accessible parking in this lot.  

Availability 

  • All lots are available for evenings and weekends. 
  • Availability for the PAM Shared Parking Lot is subject to change. Any changes will be communicated with ticketholders in advance. 
  • For weekday matinees, only the Red Lot, Blue Lot, and Yellow Lot are available. 
  • If the free lots are full or unavailable, there is limited street parking in the area and a paid parking lot at the BMO Tower nearby. The paid parking lot is noted in green on the map. 
  • For more information, please click here for a map on our Directions + Parking page.

Click here for a map on our Directions + Parking page.

Click here to review directions from Google Maps.

Tickets + Arrival

We offer digital tickets through the True Tickets mobile wallet or physical copies held at Will Call. True Tickets revolving QR codes 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. Will Call is located at our Box Office, next to the Steven Spielberg hallway entrance.

Click here for more information about True Tickets and the mobile wallet.

Arrive as early as one hour before show time and present a current, valid student ID at Will Call. Rush tickets are subject to availability.

The lobby doors open for ArtBar+Bistro and concessions services at 11:30am for matinees and 5pm for evening performances. The theatre doors will open for seating 30 minutes prior to your scheduled showtime. You’re welcome to enjoy the ArtBar+Bistro, lobby, concessions, and outside courtyard until seating begins.

Yes, you will be allowed to watch the performance if you arrive late. We have late hold and seating procedures for latecomers as described below.

What is a late hold? A late hold is a pause in seating at the start of a performance.  Once the show has started, latecomers may not enter the theatre until front-of-house staff receive permission from stage management.  The duration of the late hold varies for each production – it might be 5 minutes, or it could be as long as 15.

 

Why do we do it? To ensure all patrons enjoy a smooth and respectful theatre experience. Delaying late seating until an appropriate moment minimizes disruptions for both the performers and those already seated.

 

Here’s how it works:

  • Once the show begins, theatre doors close and the late hold starts. 
  • A House Manager and ushers remain in the lobby to assist with scanning tickets, answering questions, and directing patrons to the correct entrance.
  • A live video and audio feed plays in the lobby so you won’t miss the beginning of the show.
  • Once stage management gives the go-ahead, ushers will guide patrons into the theatre in small groups and help them to their seats.

 

Please arrive early! To avoid missing any part of the show, we recommend arriving at least 30 minutes before showtime. 

Any of our staff is more than happy to help you! The Box Office is located next to the Steven Spielberg entrance at the front of our campus. Will call staff is available 2 hours prior to showtimes through 15 minutes after the performance begins. There is an Information Desk located in the main lobby where the House Managers are stationed if they are not performing duties elsewhere on campus. Our volunteer ushers can also assist with directing you to key points on campus (stages, restrooms, concessions, bar, etc.) or locating the appropriate staff member to assist you.

Accessibility

Yes, we offer assistive listening devices for every performance. We also offer audio description and American Sign Language interpretation throughout the season. These dates are also on the show’s performance page of our website.

Click here to learn more about accessibility including Blind or Low Vision accommodations and ASL/Audio Describe Nights.

Yes, our venue is wheelchair accessible. Please click here for more information on our Accessibility page.

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Our Policies

Health + Safety

Masks are not required, but we welcome all who choose to continue wearing one and ask our patrons to do the same.

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 + Exchanges

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 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 subscribersupport@phoenixtheatre.com. 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 to 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 current or upcoming season, please contact Jenny Weintraub at 602-889-5299 or j.weintraub@phoenixtheatre.com.   
  • If you are a Subscriber Donor and need to contact your Patron Concierge Manager, please contact our Subscriber Service Team at 602-889-6304 and we will be happy to connect you! 

In the unfortunate instance that we are required to cancel a performance, we will certainly make every effort to reschedule you for a later date of the same production or another show of your choice within the same season.

All tickets are final sale and will not be refunded. If you will not be able to attend your performance due to illness, travel, or other conflicts, please follow our exchange policy above to exchange or donate your tickets before the scheduled show time. Missed performances or partially-missed performances may not be honored in our exchange policy.

True Tickets is a convenient, secure, contactless service that delivers your tickets to your mobile device using revolving QR codes. Your tickets will be available immediately after purchase in your mobile wallet at wallet.phoenixtheatre.com. Your revolving QR codes will activate 4 hours prior to your scheduled performance and will refresh every 30 seconds.  

A link to access your True Tickets mobile wallet at wallet.phoenixtheatre.com will be provided in your order confirmation email and Know Before You Go Email (one week before your scheduled performance) for your convenience. This process is the same for both Season Ticket Holders and Single Tickets

Click here for more information about True Tickets and the mobile wallet.

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. True Tickets and Hold at Box Office remain free and very accessible options.

The annual increase in ticket prices has to do with the current inflation, which is driving up costs of labor and materials. You will 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.

Our tickets are also subject to dynamic pricing, meaning ticket prices may increase as fewer tickets are available for a performance. The earlier you purchase your tickets, the more likely you’ll get tickets at the best price.

We offer a wide range of package options to suit every budget! Click here to review our package options starting at $49 a month. Click here to review the discount programs we offer. Need help? Please call the Box Office at 602-254-2151, and we would be happy to help you find the best option for you!

Yes, middle school, high school and college students are eligible for student rush. 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. Rush tickets are subject to availability.

General Age Policy

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.

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Season Ticketholders

General

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 subscribersupport@phoenixtheatre.com.   

If you are a Subscriber Donor, please contact our Subscriber Service Team and we will connect you with your Patron Concierge Manager! Please reach out to us Monday – Friday 10AM – 5PM at 602-889-6304 or subscribersupport@phoenixtheatre.com.   

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 j.weintraub@phoenixtheatre.com.

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.

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. In advance of an offering, you will receive invitations via email that will require an RSVP. Click here for more information about Audience Learning!

Two generous donors have challenged our patrons in a Match Campaign. During this time, donations to the Match Campaign will be matched dollar-for-dollar up to $3 million! Click here for more information about the Dr. Stacie J. and Richard J Stephenson Theatre and Match Campaign!

Click here to make a donation today!

FLEX Passes

  1. 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.
  2. Select your performance and your choice of date and time.
  3. 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.
  4. Continue through the shopping cart process. You will not be prompted for payment. 
  5. 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 subscribersupport@phoenixtheatre.com if you experience any issues when booking your tickets online.

All Access Passes

  1. Log in to your account https://tickets.phoenixtheatre.com/account/login.
  2. 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.
  3. Please do not select “Register a New Account” – this will create a duplicate login, and immediate booking may not be available. 
  4. Select your performance and your choice of date and time.
  5. 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. 
  6. Continue through the shopping cart process. You will not be prompted for payment.
  7. 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 subscribersupport@phoenixtheatre.com if you experience any issues when booking your tickets online.

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 Subscriber Service Team at 602-889-6304.

Additional Questions?

We are eager to help you! For non-time sensitive questions 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 Friday from 10:00 AM to 5:30 PM.

For questions or concerns related to our weekend shows, please note that our Box Office operates on limited hours. Please leave a message, and they will return your call as quickly as possible.

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Playhouse on the Park

General

All Puppet Players perform their season at Playhouse on the Park located at 1850 N Central Ave in the BMO building, across the street from The Phoenix Theatre Company campus.

WARNING: NO ONE under 17 years old (valid ID required) will be permitted into shows, even with a guardian. NO EXCEPTIONS. All Puppet Players shows are for mature audiences with exceedingly immature tastes. They contain strong adult language and situations. 

You must be 17 years or older to attend an All Puppet Players production. NO ONE under 17 years old (valid ID required) will be permitted into shows, even with a guardian. NO EXCEPTIONS. All Puppet Players shows are for mature audiences with exceedingly immature tastes. They contain strong adult language and situations.

Factory-sealed water bottles 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.

No, outside food or drink is not permitted at Playhouse on the Park. Patrons will be asked to dispose of any outside food or drink before entering the venue. Beverages and concessions will be available for purchase at the bar for All Puppet Players performances.

Bags must be smaller than 12″ x 12″ x 12″ to ensure they can be securely stowed beneath your designated seat. We may require you to return larger bags and backpacks to your vehicle. Bags may be subject to visual inspection by our staff. Clear bags are not obligatory.  We kindly remind our patrons that we do not offer storage services for personal belongings.

Usually, patrons wear everything from casual to dressy for shows at Playhouse on the Park. 

However, All Puppet Players schedule one costume theme night for each production. You’ll be asked to dress according to the theme.

Dress for a great time at the theatre! Theatres are often kept cool for the benefit of the audience. (And stage lights can get hot!) If you typically get cold in air conditioned spaces, you may consider bringing an extra layer.

Directions + Parking

Performances at Playhouse on the Park are located at 1850 N Central Ave in the BMO building, across the street from The Phoenix Theatre Company campus.

We have plenty of free parking available at the BMO for patrons visiting Playhouse on the Park.

  • If you are entering from McDowell Road on Central, turn North, turn left on Palm. Follow the A-frame signage for theatre parking.
  • If you are entering from Central Avenue going South, turn right on Palm. Follow the A-frame signage for theatre parking.
  • If using the Light Rail, exit at the Central/McDowell stop and head north on Central Avenue. You will turn left on Palm. Follow the A-frame signage for theatre parking/main entrance or walk through the BMO park toward the entrance.

Click here for a map on our Directions + Parking page.

Click here to review directions from Google Maps.

Yes, parking at the BMO Tower for Playhouse at the Park is free in the visitor’s lot starting 1 hour prior to your performance time. There is also free parking at The Phoenix Theatre Company campus.

Playhouse at the Park is conveniently located just north of Downtown Phoenix in the BMO Tower. Parking is available for free at the BMO Tower for Playhouse on the Park patrons. We also have five lots located across the street near The Phoenix Theatre Company campus.

Parking Lots 

  • Green Lot is located at the BMO Tower. Parking is free in the visitor’s lot if you are attending a show at Playhouse at the Park. There is accessible parking in this lot.
  • Red Lot is located directly in front of The Phoenix Theatre Company Box Office for accessible parking. (There is additional accessible parking in the Phoenix Art Museum (PAM) Shared Parking Lot.)
  • Blue Lot is located at Coronado Road and Alvarado Road across from the Red Lot. 
  • Yellow Lot is located at Central Avenue and Coronado Road. 
  • Purple Lot is located at Alvarado Road and Palm Lane with entrances from either road. 
  • Phoenix Art Museum (PAM) Shared Parking Lot (noted in pink on the map) is located between Central Avenue and Alvarado Road. There is additional accessible parking in this lot.  

Availability 

  • All lots are available for evenings and weekends. 
  • Availability for the PAM Shared Parking Lot is subject to change. Any changes will be communicated with ticketholders in advance. 
  • If the free lots are full or unavailable, there is limited street parking in the area. 
  • For more information, please click here to visit our Directions + Parking page.

Click here for a map on our Directions + Parking page.

Click here to review directions from Google Maps.

Tickets + Arrival

We offer digital tickets through the True Tickets mobile wallet or physical copies held at Will Call. True Tickets revolving QR codes may be presented on your phone when checking in to your performance, or you may request to pick up physical copies at Will Call, one hour before showtime. Will Call is located at the Will Call desk upon entering the BMO building for Playhouse at the Park.

Click here for more information about True Tickets and the mobile wallet.

The lobby doors open one hour prior to your scheduled showtime with theatre doors opening for seating 30 minutes prior to showtime. You’re welcome to enjoy the lobby and outside courtyard until seating begins. No alcohol purchased in the lobby is permitted outside.

Yes, you will be allowed to watch the performance if you arrive late. We have late hold and seating procedures for latecomers as described below.

What is a late hold? A late hold is a pause in seating at the start of a performance.  Once the show has started, latecomers may not enter the theatre until front-of-house staff receive permission from stage management.  The duration of the late hold varies for each production – it might be 5 minutes, or it could be as long as 15.

 

Why do we do it? To ensure all patrons enjoy a smooth and respectful theatre experience. Delaying late seating until an appropriate moment minimizes disruptions for both the performers and those already seated.

 

Here’s how it works:

  • Once the show begins, theatre doors close and the late hold starts. 
  • A House Manager and ushers remain in the lobby to assist with scanning tickets, answering questions, and directing patrons to the correct entrance.
  • Once the House Manager gives the go-ahead, ushers will guide patrons into the theatre in small groups and help them to their seats.

 

Please arrive early! To avoid missing any part of the show, we recommend arriving at least 30 minutes before showtime.

Any of our staff is more than happy to help you! Will call staff is available 1 hour prior to showtimes. There is a House Manager, ushers, and bartenders available to help throughout the venue.

Accessibility

Wheelchair accessible seating is available in Playhouse at the Park at seats J102 and J113. There are wheelchair accessible parking spaces in the visitor parking lot of the BMO Tower.

For any additional questions, please contact Box Office (602) 254-2151.

Additional Questions?

We are eager to help you! For non-time sensitive questions, 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 Friday from 10:00 AM to 5:30 PM.

For questions or concerns related to our weekend shows, please note that our Box Office operates on limited hours. Please leave a message, and they will return your call as quickly as possible.

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