FAQ

Ticketing Frequently Asked Questions


Q. How do I contact Ticketek?
A.
In person via a Ticketek agency/outlet where they can help you with any Ticketek related queries.  Or by calling the Ticketek Booking line on 13 28 49 or the Theatre and Arts Line:  1300 795 012.

Special needs booking line: 1300 665 915   Groups booking line: 1300 364 001

Q. Where can I collect my tickets?
A.
From the below agency/outlet during their normal opening hours, or from the venue box office before the start of the performance.

Perth Theatre Trust Venue box offices:

  • His Majesty’s Theatre – 9am to 5:30pm Mon-Fri, 10am to 5:30pm Sat
  • State Theatre Centre – 10am to 5:30pm Mon-Fri
  • Albany Entertainment Centre – 10am to 5:30pm Mon-Fri, 10am to 1pm Sat

Non-Perth Theatre Trust venue collection box offices:

  • Regal Theatre – Tue-Sat 9am-5.30pm (will close daily between 1.45pm-2.45pm)
  • Perth Convention Centre – 9am to 5pm Mon-Fri
  • Bunbury Regional Entertainment Centre – 9am to 5:15pm Mon-Fri

Q. Where is the nearest Ticketek outlet/box office to ……….?
A. http://premier.ticketek.com.au/Content/Outlets/agency.aspx

Q. When does the box office open before the show?
A. Perth Theatre Trust venue box offices are open for sales and collections 90mins before the start of the performance. (With the exception Albany is three hours.)

Q. Can I buy tickets from overseas?
A. Yes you can purchase tickets online from anywhere. The credit card used must match the Ticketek account. Patron must choose the ‘Box office collect’ delivery option as tickets booked online cannot be sent to an alternative address.

Q. Why can’t I choose my seats online?
A. Seat selection is available for some shows, but is not available for certain performances due to seating or pricing complexities, or promoter’s requests.

Q. Why can’t I choose my seats over the phone using the voice system?
A. The voice system will only offer the best available seats. You can request to speak to an operator at any stage in the process who can offer you alternatives. 

Q. Why does Ticketek have a voice system?
A. This is to allow simple requests and purchases to be process quickly and easily without the need to wait in queue for an operator to answer.

Q. The voice system doesn’t work?
A. The voice system is designed to work with many different voice types and accents. If you are having difficulty it will direct you to an operator.

Q. What is the difference between GA and Reserved?
A. The term General Admission (or GA) refers to a seating or standing arrangement where no specific seat numbers are given to the attendees. You are able to use any available seat. Reserved Seating events mean you are allocated a specific seat which you must use.

Q. Why can’t I get Ezy or Mobile tickets for your events?
A.
For a venue to offer Ezy or Mobile ticket options they must have the ability to scan tickets at that venue. Currently no Perth Theatre Trust venues are using scanners.

Q. Why do I have to pay a service/delivery fee if I am buying online & collecting at the box office?
A.
The service/delivery fee factors in a variety of costs and not just ticket delivery costs, including costs associated with taking, processing and fulfilling your ticket booking and the costs associated with the technology we use to provide you with our service.

Q. How can I avoid the service/delivery fee?
A.
If you are purchasing tickets from a Perth Theatre Trust box office for a performance at a Perth Theatre Trust venue then you will not be charged a service/delivery fee.

Q. Can I bring my child and do they need a ticket?
A.
Venues have a Babe’s in Arms Policy. Children aged 2 and under are able to sit on lap free without a ticket. BUT please check the Performances info page as this may vary depending on the show, as some performances may be deemed not suitable. Prams or carriers will need to be given to Front of House staff to store during the performance.

Q. I need to change my tickets to another date what can I do?
A.
As a condition of sale, there are no refunds, exchanges or cancellations once the booking is complete except in accordance with applicable laws in the region of purchase. Please refer to Ticketek's Terms of Sale for further information or contact Ticketek directly for further assistance. 

Q. I have lost my tickets, what can I do?
A.
The box office at the venue will be able to issue you a ‘lost ticket voucher’ on the night of the performance for a $5.45 lost ticket fee. Please advise the venue box office beforehand so the appropriate paperwork can be waiting for pick up. (Lost ticket vouchers can only be picked up approx.  90 minutes before the performance).

Q. I can’t attend the event can I give my tickets to a friend?
A.
Yes, tickets can be given to another person if you are unable to attend, or given as gift. Only the original purchaser will be able to request an exchange, lost ticket voucher or a refund if the show is cancelled.

Q. I can no longer attend, can I get a refund?
A.
As a condition of sale, there are no refunds, exchanges or cancellations once the booking is complete except in accordance with applicable laws in the region of purchase. Please refer to Ticketek’s Terms of Sale for further information or contact Ticketek directly for further assistance.

Q. I have booked online, do I have to pick the tickets up in advance or can I collect just before the show?
A.
You can pick up your tickets in advance if you wish, otherwise they will be available 90 mins prior to the start of the performance. It’s always advisable to give yourself plenty of time in picking up tickets to help prevent delays.

Q. Why are the prices different for matinee and evening performances?
A. Depending on the promoter, prices may vary for matinee and preview performances.

Q. Why aren’t concession prices available on all performances?
A.
Concessions are valid depending on the promoter. Generally full time students, Senior Cards, pension cards, and health care cards make up concession prices.

Q. Can I get an exchange or refund?
A.
As part of the terms and conditions of sale, there are no refunds or exchanges.

Q. What happens if a show is cancelled or postponed?
A.
If an event is cancelled or postponed, Ticketing staff will contact you to give you options and let you know how to obtain a refund.

Q. Why have my seats changed for a performance? (reseats)
A.
Due to technical issues such as stage requirements and restricted viewing, our staff may need to contact you on behalf of the promoter to seat you in the best alternate seats possible.

Q. What happens if my tickets have been stolen?
A.
If your tickets have been stolen we can usually facilitate a ticket replacement. We will need your credit card details, name, address and phone number along with the details of the performance. We are unable to replace lost or stolen General Admission tickets, so please treat them like you would cash.

Q. I haven’t received my tickets in the mail, what do I do?
A.
Your tickets should arrive in the mail within 7-14 working days after purchase.  If you have booked during a presale, your tickets will be only sent once the event has gone on sale to the general public. If your tickets have not arrived in the mail, the cardholder will need to contact Ticketek.

Q. How do I redeem my Entertainment voucher?
A.
You will need to check the voucher to see where it must be redeemed. Depending on the type of Entertainment voucher, you may need to bring it with you to a PTT box office and our staff will assist you with your purchase.

Q. How do I make a special access / wheelchair booking?
A.
If you require wheelchair access, have hearing difficulties or need companion seating, call 1300 665 915 or contact the venue directly.

Q. What does “allocation exhausted” mean and will more tickets become available?
A.
Allocation exhausted means that there are no more seats available for that performance. However sometimes seats may be released at a later date due to the Promoter’s request.

Q. Why do I need to create a Ticketek account and provide a phone/email/ address?
A.
As part of the terms and conditions of service, you will need provide your name and contact number as a minimum requirement. If you are purchasing tickets online, you will need to provide a mailing address, please be aware that Ticketek will not post tickets to a PO or overseas address. You can read more about Ticketek’s Privacy Policy here.

Q. How do I purchase an upsell? / What is an upsell?
A.
Depending on the performance upsells may be available at the time of purchase. You can enjoy preshow/interval or post performance drinks and snacks. You can purchase these at the same time as buying tickets to the show, or separately, at the box office or online. Please be aware that some upsells are internet offers only.

Q. What time should I arrive to collect my tickets from the box office? / How early do I need to get to the venue before the show starts / is there a lock out?
A.
Generally, the box office will open one and a half hours prior to the performance. You can check the running times on the event page or contact the venue. Depending on the performance, there may be a lock out if you arrive late, if so you will be able to take your seats when there is a suitable break in the performance.

Q. What if my credit card details have changed, can I still collect my tickets?
A.
Yes. As long as you provide photo ID and your details, you can collect tickets from the box office. You can also update your details online or at the box office.

Q. What happens if my name has changed since purchasing tickets?
A.
You can update your details online by logging into your account or present yourself at one of our PTT box offices with some ID and we can update your details.

Q. Can someone else collect my tickets for me?
A.
The credit card holder must collect the tickets with photo ID and the credit card used to make the purchase. However arrangements can be made by the card holder providing a signed LOA (letter of Authority) with a photo of their credit card and driver’s license.