Frequently Asked Questions

Group Sales

What if I don't see the show I am looking for?

Tickets go on sale for group orders before they go on sale for individual ticket buyers. As soon as a show is on sale for groups, it will appear on our website. If you do not see your show, either it has closed already or it is not on sale yet. Please give us a call or check back on the website soon.


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What if my group has more than one date when we can see the show?

Please indicate all dates that your group can attend the show on your order form. For example, if the group can go on any Saturday in March, please note that on your request. Date flexibility is helpful in filling your group order as quickly as possible.


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What if my group has more than one show that we can see on the date we chose?

Please indicate up to three alternate show choices on your order form in case your first choice is sold out. We will submit your requests in order and confirm or deny your group order based on the box office's availability. Listing alternate shows is especially important for shows that have opened within the past year.


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Am I obliged to pay for an order if I place it?

No, you can cancel a group request at any time before you submit payment.


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When will I know my seat locations?

In your original request, please note the part of the theatre where you would prefer to be seated. Your invoice will guarantee the section of the theatre confirmed by the box office. However, because a group request is not officially finalized until we receive payment for the order, some box office ticketing systems cannot confirm exact seat locations until an order is paid. Box office ticketing systems in theatres that are owned by Shubert and Jujamcyn organizations (about two-thirds of Broadway theatres) can quote seat locations before you pay for tickets. They can, however, change seat locations before payment if necessary. It’s rare, but possible. Call us to find out if your show can or cannot quote seat locations before payment. Once you have paid for your tickets, we will send your tickets via Federal Express for a mailing fee or hold the tickets at the theatre box office for you to pick up, free of charge.


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Will all of my group's seats be together?

Usually your group will be seated together, but if a show is heavily sold or a theater is small, your group may need to be split. The box office will seat your group as close together as possible.


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Can I make special requests on my order?

Sure. If, for example, someone in your group requires an aisle seat, or all of your seats must be in pairs, please note that special request on your order form. While special requests can never be guaranteed, we will be sure to pass them along to your show's theater box office, which will do its best to accommodate you.


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Can you help my group make a restaurant reservation?

Certainly. There are a number of fine Times Square-area restaurants that are great for groups. These include Planet Hollywood, Bubba Gump Shrimp Company and Mars 2112, just to name a few. Once your theater tickets are confirmed, please contact a group sales agent to add on the restaurant option. Click here to learn more about your restaurant choices.


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How does my group get our tickets?

We are happy to ship your group tickets via Federal Express for a minimal mailing fee, provided there is enough time before your performance date. FedEx cannot deliver to a P.O. Box and a phone number is required.

We can also hold your tickets at Will Call, meaning you can pick them up at the theatre box office on the day of the show. Please note that Will Call is the only option for off-Broadway tickets and international customers.

If you would like to get your tickets before the day of the performance and cannot receive them by FedEx, you may also visit us in our corporate office during our business hours.


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What is "office pick-up"?

If you would like to pick up your tickets prior to the day of the show, you can come see our Broadway experts in action at our office. We are located just north of Times Square at 729 7th Avenue (between 48th and 49th Streets), and our offices are on the 6th floor. Our pick-up hours are 9am to 6pm, Monday through Saturday. Call ahead and we’ll have your tickets waiting!


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Is there a service charge for group tickets?

Generally, no. We do not charge a service fee on group orders. Occasionally exceptions will apply for holiday or Saturday evening performances. Please check each show page for specific pricing.


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Do I get one invoice or multiple invoices for my order?

Since payment due dates vary, you will receive a separate invoice for each attraction you book – i.e. one invoice for each show, restaurant and workshop you arrange with us.


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When is my payment due?

Payment due dates for group tickets and meal reservations vary between shows and restaurants. Your payment due date will be indicated on your invoice when your ticket order is confirmed by the box office. Payment for educational workshops is due one month before the workshop date or immediately if your workshop is within one month.


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Can I pay by credit card?

Yes – we accept American Express, Mastercard, Visa and Discover card numbers.


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Can I pay by check?

Absolutely – your payment deadline will be given at the time your order is confirmed by the box office. Please mail your check to:

Broadway.com/groups
729 7th Avenue, 6th Floor
New York, NY 10019

Payments made less than 10 business days before the performance must be made by credit card, certified check, or money order


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Hotels

What does the hotel price include?

The price you see on the website includes your room, all applicable taxes and NYC occupancy fees. You'll be completely taken care of before you even set foot in New York, with nothing to pay at checkout. However, it does not include any incidental charges you might incur at the hotel, such as room service, mini bar or other hotel services.


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Can I make special requests known to the hotel?

Yes. There is a box in the ordering process where you can indicate any special requests you have, such as bedding preferences, or preferred floor. You can also make special requests to one of our hotel experts over the phone at 800-204-6978. The hotels do their best to accommodate your requests, but they cannot be guaranteed.


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What if I have a special needs request?

Please contact 800-204-6978 directly and we would be happy to assist you with your request.


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How many people are allowed in a room?

Although policies differ between hotels, generally, one or two adults are allowed in a standard room with one bed, up to four adults in a room with two beds, and up to five adults are allowed in a certain (but not all) suites.


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Can I order more than one room at a time?

Yes. You can order up to eight rooms in a single transaction.


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A group of us are travelling together. How do we indicate this to the hotel?

In the “Special Requests” box, add the reservation name(s) of the other members of your party.


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When will my order be confirmed?

Immediately. You will see your itinerary number on your screen at the completion of your transaction. You will also receive a confirmation email with all of your information about your stay. 


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Can I add additional nights to my hotel reservation?

To add additional nights to your reservation, you must contact our Customer Service Department at 800-204-6978 and NOT the hotel directly. 


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Can I cancel my hotel after it has been confirmed?

Cancellation policies vary from hotel to hotel and also by the room type you select. For example, some hotels give you the option of purchasing a refundable reservation or a non-refundable one at a lower price. You can review the cancellation policy for the room you have chosen by clicking on “Rules and Restrictions” just prior to completing your order. The cancellation policy for your room will also be shown on your confirmation email.


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Can I use my gift card as payment towards my hotel purchase?

Unfortunately, no, Broadway.com gift cards cannot be used towards hotel purchases.


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General Questions

Can I cancel my tickets after they have been confirmed?

Broadway box offices do not accept refunds or exchanges under any circumstances. However, we are aware that situations can sometimes arise that may prevent you from attending a show as planned. With that in mind, we are proud to offer cancellation insurance , which you will have the option to add on when you purchase your tickets. For an additional $20.00 per ticket, cancellation insurance entitles you to a full refund of the ticket cost (less the insurance cost and service charges), provided that we are notified by phone at (800) BROADWAY or via email at ticketing@broadway.com no later than two business days prior to the performance of your intent to cancel.  We must also receive your tickets in our office no later than 4PM EST two (2) business days (this excludes all Federal Holidays, Saturdays and Sundays) prior to the actual performance date.


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How do I can cancel my tickets if I have cancellation insurance?

Broadway.com must be notified by phone at (800) BROADWAY or via email at ticketing@broadway.com no later than two business days prior to the performance of your intent to cancel.  The tickets must be returned to our office no later than 4 PM EST two business days prior to the date of your performance. If you have the tickets in your possession, they must be returned to us via overnight courier, certified mail or in person at the following address:

Broadway.com
Attn: Customer Service
729 7th Avenue, 6th Floor
New York, NY 10019

You must include the order reference number, your daytime phone number and complete mailing address, along with the tickets. Click here for an easy form to print and send back to us.


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Can I cancel my hotel booking after it has been confirmed?

Cancellation policies vary from hotel to hotel and also by the room type you select. For example, some hotels give you the option of purchasing a refundable reservation or a non-refundable one at a lower price. You can review the cancellation policy for the room you have chosen by clicking on “Rules and Restrictions” just prior to completing your order. The cancellation policy for your room will also be shown on your confirmation email.


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Can I cancel my group tickets after they are confirmed?

Broadway box offices do not accept refunds or exchanges under any circumstances.  Once you have submitted final payment for your group, it is a final sale.  
We also offer cancellation insurance for $5 per ticket to companies that are members of ABA, NTA, SYTA, RSA, and USTOA.  This allows the group to cancel their tickets up to 30 days prior to the performance, for a refund of the face value of the tickets.  If you are a member of one of the these organizations and you would like to add cancellation insurance on to your order, please note it on your order, or mention it to the sales representative.


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What do I do if my show closes before my performance date?

All good things must come to an end! Countless shows open and close in New York and London every year, with closing dates announced as far in advance as six months or as soon as within a few days. No matter when a show announces that it is closing, you are always entitled to a full refund of your tickets (less any shipping costs). If your show does announce a closing date before your performance, we will notify you of the closing by e-mail or phone. We will refund your tickets as soon as we have them back in our office.

If your show is closing and you have the tickets in your possession, you will need to send them back to us via certified mail at the following address to receive your refund:

Broadway.com
Attn: Customer Relations
729 7th Avenue, 6th Floor
New York, NY 10019


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What if I can't make it to my show because of bad weather?

It is extremely rare that a show will cancel performances due to weather. We will only be able to refund your tickets because of bad weather if the producers of the show make the decision to cancel your performance. Otherwise, no refunds will be possible.


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What if my tickets never arrived in the mail or are lost?

If you have lost your tickets, please call our Customer Service department one to two days before your performance and ask for a Lost Ticket Voucher. That voucher will take the place of your tickets at the theater box office.


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What if I have a problem when I arrive at the theater?

There is always a manager available from 9am to 8:30pm Monday through Saturday and 10am to 3:30pm on Sunday to take care of box office issues. If you have a problem picking up your tickets, please stay at the theater and call us or have the box office call us. Any issues can usually be cleared up easily from there.


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What do I wear to the show?

While going to the theater is certainly a special occasion, there is no required dress code. You'll probably be most comfortable in casual business wear .


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When should I arrive at the theater?

While 15-20 minutes is generally sufficient, theaters do suggest getting there about 30 minutes early if you are picking up tickets at the box office.


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What shows do you recommend for kids?

To find a family-friendly show, please do a search on our show guide.


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What does "dark" mean?

'Dark' is a theater term which means that a show does not have a performance that day.


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Gift Cards

What shows can the gift card be used for?

Broadway.com gift cards can be used for any Broadway or Off-Broadway show currently playing in New York City that are sold through Broadway.com or over the phone at (800) BROADWAY.  When redeeming the gift card to purchase tickets our normal service fees will apply.


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What are my delivery options?

You can send the gift card to the recipient or to yourself via e-mail, standard mail or Federal Express.


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What is a bulk order?

This option is available if you just want to place one quick order for multiple cards of the same value and don't need to specify individual recipients. If you are ordering a large quantity and would like to customize each gift card, please call us at 1-800-BROADWAY to speak with a Broadway.com representative.


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What are the terms and conditions of redeeming the gift card?

1. Redemption of gift cards is subject to ticket and performance availability. 2. Gift cards may not be redeemed for cash, be used or redeemed towards previous purchases or to purchase other gift cards and cannot be resold 3. Gift cards can be redeemed for any available performance of any show sold by Broadway.com at the time of redemption. 4. Broadway.com gift cards can only be redeemed online at Broadway.com or over the phone at (800) BROADWAY. 5.Please note that the purchase of tickets with a gift card is subject to our normal service charges. 6. These terms and conditions are subject to change at any time to comply with applicable law. Learn more about the card issuer terms and conditions.


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Broadway Classroom

What is Broadway Classroom?

Broadway Classroom is a series of interactive workshops designed to further enhance your groups' Broadway experience. They are a great way to engage students in a variety of theatre disciplines and were developed in accordance with the National Standards for Arts Education. This division has created workshops that can be booked along with group theater tickets and an optional meal at a local Times Square restaurant to provide a fully educational day on Broadway with one phone call to 1.800.BROADWAY x2.


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How long are the workshops?

All workshops are 90 minutes with the exception of our Open Call workshop, which is 2 hours; and Up Close and Personal and the Broadway Close Up, which are 1 hour.


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Where are the workshops located?
Workshops are held in Broadway rehearsal studios in the Times Square area – the very studios where Broadway shows hold their rehearsals! Workshops are held in Midtown rehearsal facilities convenient to the Theatre District. Some are in walking distance, and some are a short distance away. All workshops are currently held on the West Side between 26th Street and 57th Street.
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Will I be able to walk from the workshop to the theater, or do I need a bus?

You know your group best! All workshops are currently held on the West Side of Manhattan between 26th and 57th Streets, between Broadway and 12th Avenue. Depending on your workshop and theatre locations, you may have a 5-20 minute walk. Studios are subject to availability, so if you need a specific location, please let us know at the time of your booking. It is possible for your group to schedule a workshop in the morning, walk to lunch at a local Times Square restaurant or enjoy free time in Times Square, then walk to a matinee show . . . all without a motorcoach!


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Are the workshops just for students?
Our workshops are customized to each individual group. Anyone is welcome to experience the different types of workshops we offer, regardless of age or experience.
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Will my group be mixed in with other groups?
Each Broadway Classroom workshop is designed just for your group. This is a private workshop customized to the group’s wants, abilities, age range, level of experience and show you are attending.
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How much does it cost?

All pricing (except where noted) is based on a minimum booking of 25 attendees. Two chaperones can attend for free with every 25 paid entries. Net rates are available for tour operators – please call 1.800.BROADWAYx2 for details! Workshops start at $21.00 per person. Please call for specific workshops and pricing.


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What if I have more than two chaperones for every 25 students? Will they have to pay to attend the workshop?
Yes – part of the expense of producing these workshops is booking a space for the workshop. We need to know exactly how many people will be attending the workshop because this allows us to book a space large enough to accommodate the entire group. Most chaperones really enjoy the workshops and actually end up participating by asking questions, taking photos and even singing and dancing.
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Do I have to be part of a group to attend a workshop?

Yes – the workshops were created as a benefit for groups who attend the theater together, and we are unable to accommodate individual Broadway fans who would like to take classes while visiting. We can accommodate smaller groups that are under 25 attendees.  Flat rates apply for groups under 25 attendees.  Please call for pricing.


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Do my students need to be theater students to attend a workshop?

No! We offer many different workshops that are customized specifically to your group. Whether you're bringing a corporate group, Church group, Scout Group, or the entire sixth grade to Broadway, we can customize a workshop to fit the group.


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Do my students need to learn anything before we attend?
There is one workshop that requires prepared material. Our Open Call requires students to prepare either 32 bars of a song or a 1-minute monologue. For the other workshops, no specific material needs to be prepared. We do suggest your students come armed with questions for your Broadway guest performer!
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Will my workshop include material about the show my class is seeing? Will we get to meet a cast member from the show we're seeing?

We will do our very best to make your workshop show-specific depending on the scheduling of your workshop and the Broadway show schedule. For instance, if you are requesting a Saturday afternoon workshop time, most shows are in matinee performances at that time, and it would be impossible to get a performer from your show to do the workshop. If your group can be a bit flexible with your workshop time, we can work very hard to make your workshop show-specific.


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How should my students dress for the workshop?
Most of the workshops get students up on their feet, and students should be dressed comfortably. For a Step by Step workshop (dance), your group should be prepared to move and dressed accordingly.
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When we will learn who will be teaching the workshop and who the guest actor will be?
All of the information you need for your day of Broadway will be sent to you prior to your trip. Broadway guests are subject to change at the last minute, so we do not release this information in advance. If you have attended a workshop before and would like to request a specific teaching artist, please just let your group sales representative know!
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Do you offer workshops in languages other than English?
Workshops can be conducted in Spanish for an additional cost of $250 per workshop.
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Contact Us

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

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