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Tickets & Events
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Frequently Asked Questions

Events and Tickets

What happens if the show I have tickets to is canceled?
Each of our presenters has different policies in the unusual event of cancelation. For Philadelphia Orchestra, Ensemble Arts Philly, and Broadway Series presentations, Gift Certificates are issued. Gift Certificates never expire and can be used for future events.

If your ticket was purchased at the Box Office with cash, you can present your ticket in person at our Box Office to exercise your options. The Academy of Music Box Office is open daily, 10am-6pm.

What should I do with my physical tickets for a show that was rescheduled?
If your show is rescheduled, please hold on to your ticket as it will be honored on the rescheduled date, unless otherwise noted. If your show is canceled and you purchased with cash at the Box Office, you can present your ticket in-person at our Box Office to exercise your options. The Academy of Music Box Office is open daily, 10am-6pm. 

What if I can’t make the rescheduled date?
If you are unable to make the new performance date, we can facilitate the transfer of your tickets to a friend or family member. Reach out to Audience Services team at 215-893-1999 or by sending a message.  If you are a Subscriber and this pertains to a Broadway Series performance, you will have additional options available under the Flexible Ticket Policy.

I have tickets for The Philadelphia Orchestra or one of the resident artistic groups (Philadelphia Ballet, Opera Philadelphia, Philadelphia Chamber Music Society, The Curtis Institute of Music, or The Chamber Orchestra). How do I know the status of their performances?
The Philadelphia Orchestra and our resident artistic groups have further information about their programming cancelations, ticket refunds, and upcoming season plans on their individual websites. Please visit their websites for up-to-date information about their respective presentations:

I do not have access to, or do not know, the email address associated with my tickets. How can I know the status of my performance?
If you do not see our email communications, please keep an eye on our website for updates about a rescheduled date or cancelation. You can also update your email information associated with your account by reaching out to our Audience Services team at 215-893-1999 or send a message.

Can I give my tickets to someone else?
You may transfer your tickets to another person for use. Please note it is a violation of our ticketing policy to re-sell tickets for more than face value, and such orders are subject to cancelation without notice. The new party must show positive photo ID at the box office will-call window to obtain the tickets. In some cases, and at the request of an artist, this will not be permitted. You will be notified at the time of sale if this is the case. 

How do Print-at-Home tickets work?
In the “Choose your Delivery Method” dropdown when buying tickets online, pick the option for eTicket (Print at Home). This option may not be available for all venues. You will be able to reprint a ticket at any time up until the event begins, contact us to have them held at the Box Office, or you may display your tickets digitally through your phone or tablet. 

Safety Policies

Why don’t you require masks and proof of vaccine?
The decision to adopt a "mask-optional but welcome" environment was based on guidance from health authorities and government agencies. We will continue to monitor best practices in our community and in the live arts and entertainment industry. Individual events may require masks depending on evolving metrics and conditions. We ask that audience members be respectful of one another's choices.

Where can I find the most up to date requirements and health and safety precautions?
See our Safety Policies page for details and the most up to date information.

Will I be subject to a bag search?
All guests entering Ensemble Arts Philly venues are subject to sreenings. These will vary from event to event. Screenings range from visual inspection and bag searches to screenings by a magnetometer (metal detector). The purpose of any inspections is to detect prohibited items.

Is there a magnetometer (metal detector) check at events?
Guests entering our venues for some events may have to walk through metal detectors, called magnetometers, when they arrive. The purpose of any inspections is to detect prohibited items.

How will these security measures affect me?
Allow extra time, as it may take a little longer to move through the security screening process while entering the venue, but you will also have greater peace of mind knowing we’ve made your safety a priority when you come to enjoy a show.

When do you recommend we arrive to ensure we get to our seats on time?
Generally, doors open 1 hour prior to each performance. We recommend guests arrive 30-45 minutes prior to the event to find parking, navigate possible security screening processes, purchase refreshments, and find your seats.

What happens if I arrive and I have a prohibited item?
You will be asked to return the prohibited items to your vehicle. We do not provide storage on-site for prohibited items. Please review our Safety Policies for a list of prohibited items.

Can I bring my cell phone?
Yes, cell phones are still allowed in the theater, but as always, we ask that they are kept on silent during the performance. In some cases, artists may request a phone-free experience. Please follow the guidance provided for that event.

I’m hosting a wedding or event at an Ensemble Arts Philly Venue. How will the new security procedures affect my guests?
Security procedures are tailored to each event in the venue. Please contact the event planner with additional questions.

  • What if I still have questions about this policy?
    We are happy to answer questions about our security procedures. Please contact us or call 215-893-1999 with your inquiries.

Parking

Where is parking available? 
There are two garages where pre-paid parking can be purchased. 

  • Kimmel Center Garage 
    300 South Broad Street 
    Located just south of the Broad Street entrance to the Kimmel Center building. Can only be accessed by cars traveling south on Broad Street. 
  • Avenue of the Arts Garage 
    1501 Spruce Street 
    Located on the west side of 15th Street between Locust and Spruce Streets. 

Additional Parking Facilities near the Kimmel Center:

  • Parkway Corporation: 13th and Locust Streets 
  • Bellevue Parking Garage: 220 S. Broad Street 
  • Park America, Inc.: 15th and Locust Streets 
  • ABM Parking: Broad and Pine Streets 
  • Laz Parking: 15th and Sansom Streets 
  • Juniper and Locust Parking: 1327 Locust Street 

Use SpotHero, the nation’s leading parking reservation app to book convenient and affordable parking, to find parking throughout Philadelphia. 

What are the instructions for Pre-Paid Parking? 
For both the Kimmel Center Garage and Avenue of the Arts Garage, remember to bring your pre-paid parking pass with you to the venue. 

Pre-Paid Parking Instructions for the Kimmel Center Garage

ENTERING THE GARAGE:

  • Present your pre-paid parking electronic ticket or printed pass to the attendant upon arrival and follow the attendant’s instructions for parking. 
  • Place your pre-paid parking pass on the driver’s side dashboard of your car in clear view. 

Pre-Paid Parking Questions for the Kimmel Center Garage

  • If my pre-paid parking pass is at the box office, how do I enter the Kimmel Center garage without my parking pass? 
    Please check in with the attendant on duty who has a list of all guests with reserved parking. The attendant will give you a Pre-Paid ticket to place on the driver's side dashboard of your car in clear view. 
  • Can I stay after my allotted time? Is there an additional charge? 
    Please speak with the attendant for rates over the allotted time frame. 
  • What should I do if I am running late and the garage has traffic? 
    Ensemble Arts Philly is in a bustling part of town and even with a pre-paid reservation, we recommend you allow plenty of time to arrive before your performance. 
  • What should I do if the sign is out saying the garage is full? 
    The garage’s “Full” sign is only for visitors who have not already paid for their parking. “Pre-Paid and monthly customers” can still park in the designated garage. Please use the garage listed on your pre-paid parking pass. 

Parking Instructions for the Avenue of the Arts Garage 

ENTERING THE GARAGE (Traveling South on 15th Street or West on Spruce Street):

  • When entering the garage, take a ticket from the machine. 
  • After parking, take your ticket AND pre-paid pass with you.  

EXITING THE GARAGE:

  • After the performance, when you return to the garage, please proceed to the exit gate 
  • For an efficient exit, pay at the exit gate: 
    • Insert your ticket into the exit reader. An amount will appear. 
    • First, insert your pre-paid pass. 
    • The Machine will recalculate the amount you owe. 
    • If necessary, finish paying by credit card ONLY. 
    • Your ticket and pass will not be returned to you; instead, the gate will automatically open. 
  • Unable to use pre-paid pass:
    • If you cannot use your pre-paid pass for any reason, use the “Call for Assistance” button on the device. You can also see a Customer Service Representative for help. 
    • Do not repay for parking at the exit. 

If you continue to have questions beyond these FAQs, please reach out to our Audience Services team at 215-893-1999 or contact us.