FAQ and Policies
Frequently Asked Questions
Why can’t I find an event on your website which I know is coming to the theatre?
Rental clients (presenters), put on the majority of events taking place at the theatre. Their events are constantly being added to the web site, but only after the contracting processes are completed. They may occasionally publicize a show elsewhere before this process is complete, which is why you may have heard about it somewhere else first. Please continue to check the Event Listings on a regular basis.
What is the on sale date for the event I’m interested in?
On sale dates are indicated within the event listing. Click on the name of the event for this information. Tickets always go on sale at 12:00 hours (noon) unless otherwise indicated.
Does my child need a ticket? Can he sit on my lap?
All patrons entering the theatre must have a ticket.
In consideration of the enjoyment and comfort of all patrons in the theatre, for non-children’s shows we ask that children under the age of 3 be left in the comfort of their own home. Children causing disruption of other patrons enjoyment of the performance may, with their parents, be requested to leave the theatre without expectation of refund of their tickets. In addition due to fire regulations, all individuals must be ticketed including infants and young children. The theatre charges full price for every ticket - children’s pricing may be available (show dependent).
Not all performances are suitable for children and even the appropriateness of children’s performances may be age-specific. In the latter case, age range is usually suggested. It is the sole responsibility of parents or guardians to research the content of a performance and judge as appropriate for their child’s age and level of maturity. There is no official rating system for live performances.
If you have a question about whether a given production would be suitable for young members of your family, please call the Box Office at 613-580-2700.
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Are there discounts for children, infants, seniors, students or groups?
The presenting company (rental client) sets the ticket prices. Frequently these types of discounts are available. See individual event listings for details.
Is the theatre equipped for Special Needs?
Yes. Wheelchair spaces and adjacent companion seats, as well as special seating for patrons with visual, auditory or mobility impairments are available in the orchestra level of the theatre. The theatre is equipped with an audio loop system. Washrooms are accessible and the theatre parking lot offers ample designated parking close to the entrance. Exterior doors are equipped with automated openers. Upon arrival and request, our staff will happily assist patrons with special needs. When purchasing tickets, please make any special needs known to the box office attendant.
Is there a discount for same-day tickets?
When Centrepointe Theatre is the presenter, Student Rush tickets are generally available. Other presenters may offer limited same-day “rush seating” as a special promotion. Generally speaking, however, they are not available. If they are not specifically advertised, you may assume that there are none.
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How do I get to the theatre? Where can I park my car? Does the bus go to the theatre?
All of this information is available on our web site. Go here for maps, directions and public transit information.
Can I be put on a mailing list to be notified of upcoming events and special offers?
Yes you can! Follow the link “esubscribe” to receive updates about once a month.
Accessibility Services
Accessibility Services Tickets
The theatre provides accommodations and sells tickets to individuals with special requests through our call centre, which may be reached at 613-580-2700.
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Animals
The theatre does not allow animals or pets under normal circumstances, with the exception of service animals such as guide dogs. A service animal is any guide dog, signal dog, or other animal individually trained to provide assistance to an individual with a disability.
Companion Tickets
At a minimum, based upon availability, you will be permitted to purchase tickets for you and one guest beside you. You may also purchase tickets based upon availability for additional guests in close proximity to our wheelchair sections.
Elevators
There are currently no elevators to Centrepointe Theatre’s balcony level but there is a lift to the lower level seating in the orchestra for persons with mobility impairments.
Hearing Assistance
Hearing assistance is provided as a courtesy and is free of charge. However we do ask for the user's name and phone number with a credit card or car keys as security for return of the system.
The system at Shenkman Arts Centre is a FM Transmitter (216 Mhz). Users have the choice of a neckloop, or headphones. The neckloop is to use with hearing aid(s) that must be in the Telephone (T) or Micro-Telephone (MT) position. The headphones work as a normal stereo headset. Both systems attach to a small handheld radio. The FM system connects to microphones off stage. As hearing loss is individual, the system will work differently for each person. While the system works great for most users, it is not a solution for everyone.
The system at Centrepointe Theatre is an Infrared Audio loop system requiring the use of a handset and headset. Both are available at the Coat Check located beside the box office. We provide the options of purchasing disposable headsets for a nominal fee, using your own standard pin headset, or using the generic headset that is provided with the unit.
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Seat Relocation
If you are a wheelchair user and obtain non-accessible tickets please call our administration line (613-580-2700 at Centrepointe, 613-580-2787 at Shenkman) in order to be relocated, whenever possible, to a designated wheelchair location. We do, however, encourage you to notify our staff when purchasing tickets, so that we may better assist you.
Temporary Disabilities
If you have a temporary disability/injury and you have already purchased tickets to an event, please call our administration line (613-580-2700 at Centrepointe, 613-580-2787 at Shenkman) and we will make the necessary arrangements for you to attend the event in a comfortable and enjoyable manner whenever possible. When calling, please have the event, date, section, row, and seat available.
Wheelchairs
For individuals who have limited mobility, we can provide a wheelchair to transport guests from our Main Lobby to your seats. Upon arriving at the theatre, please ask a staff member for assistance. Please be aware that our staff will not remain with the patron during the event, nor will they allow the guest to remain in the wheelchair for the duration of the event if the guest has not reserved a wheelchair seat.
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Facility Services
Bank Machine
For your convenience there is a Bank Machine available in our lobby. If you experience any issues/difficulties with the machine, please contact the number listed on the machine.
Baby Change Facilities
The Theatre provides baby-changing tables in some of our restrooms.
Booster Seats
Available for every show, these seats are made of durable plastic and can make the theatre experience more enjoyable for adults and children.
Coat Check
Coat Check services are available for a nominal charge for most events. Please note that service availability is dependent on the weather. The Theatre is not responsible for lost or stolen items.
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Concessions
If you are looking for a snack at an event, please stop by our vending machines to purchase candy, soda, and bottled water. At most events, you will be able to purchase water, pop, beer and wine at our bar. We currently only accept cash for drink sales. We have a Bank Machine and a change machine on site for your convenience. Food and drink is not allowed in the seating area (except bottled water).
Lost and Found
Please contact our administration line (613-580-2700 at Centrepointe, 613-580-2787 at Shenkman) to inquire about the possible recovery of any lost items. If you have lost an item while at an event, please speak to any staff member for assistance.
Parking
Please follow this link to see our parking map.
Security
Ottawa Theatres are committed to providing a safe and enjoyable atmosphere. Any guest in need of assistance during an event should seek a staff member or stop by Guest Services.
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Strollers
Ottawa Theatres do not provide a stroller check. However we will try to make accommodations for you. Please ask any of our ushers for assistance. Please note that Ottawa Theatres is not responsible for any damaged, lost or stolen strollers or other items.
Walkers
Ottawa Theatres do not provide a walker check. However we can try to make accommodations for you. Please ask any of our ushers for assistance. Please note that Ottawa Theatres is not responsible for any damaged, lost or stolen walkers or other items.
Ticket Services
Ticket Refunds
Tickets for events at the theatre are sold on a non-refundable and non-exchangeable basis.
Lost Tickets
If you have lost your tickets or they have been stolen before the event takes place, please return to your point of purchase for further assistance. If you have purchased tickets through Capital Tickets or our website, please call Capital Tickets Customer Service at 613-580-2700 or 1-877-788-3267.
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Seating Capacity
At Centrepointe Theatre the seating capacity is approximately 950. Our new Studio space will have a capacity of approximately 230.
The seating capacity of Harold Shenkman Hall is approximately 500; however, this capacity does change depending on the scaling of the event.
Where to Sit?
Follow these links for seating maps of our theatres. Please note that you cannot order specific seats from the seat map online. When ordering tickets over the phone or in person we will try our best to seat you in a requested area whenever possible.
Will Call Ticket Pick-up
Will Call is located at the Box Office at Centrepointe Theatre and at Guest Services (second level) at Shenkman Arts Centre. If you are picking up tickets at Will Call, please bring valid photo ID, the credit card used to purchase the tickets with and your confirmation number. Please be aware that Will Call generally closes 1/2 hour after the event start time.
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Theatre Policies
Aisles
For safety and as a courtesy to other ticketholders, please do not sit or stand in the aisles. Aisles should be kept clear at all times.
Alcohol Management
For most events at the theatre, alcoholic beverages are available for purchase. Our staff is trained in the provincial Smart Serve Training program for responsible alcohol service. All guests appearing to be under the age of 30 may be required to show ID to purchase alcohol. Guests are not permitted to bring in alcoholic beverages from outside and may not leave with alcohol purchased from the Theatre. Management reserves the right to refuse the sale of alcohol to any guest.
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Cameras
For family events, 35mm and digital cameras will be permitted into Ben Franklin Place and the Shenkman Arts Centre, however, you must refrain from taking pictures in the theatres during performances. Taking photos during events is distracting not only to the performers, but your fellow patrons as well. Video cameras/recorders are strictly prohibited. This policy will be strictly enforced. For concert events, the policy on still photography is at the discretion of the artist.
Cell phones/pagers
Cell phones and pagers must be set silent/vibrate mode. Please refrain from texting while in the theatre
Children/Babes-in-arms
All patrons entering the theatre must have a ticket. In consideration of the enjoyment and comfort of all patrons in the theatre, for non-children’s shows we ask that children under the age of 3 be left in the comfort of their own home. Children causing disruption of other patrons enjoyment of the performance may, with their parents, be requested to leave the theatre without expectation of refund of their tickets. In addition due to fire regulations, all individuals must be ticketed including infants and young children. The theatre charges full price for every ticket - children’s pricing may be available (show dependent).
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Disturbance of Other Patrons
Please be considerate to other patrons. Any guest who interferes with the enjoyment of another individual during an event is subject to ejection from the building. Theatre Staff and Volunteers have the right to refuse entrance or ask someone to leave.
Door Opening Times
Doors for events at the theatre open a half-hour prior to event start time.
Dress Code
The Theatre does not have an official dress code. When you attend, you will likely see people wearing anything from jeans & t-shirts to formalwear. If you are concerned about what to wear to the theatre, we recommend that you come in business office or dressy-casual attire -- you'll feel neither over-dressed nor under-dressed!
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Emergency Contact Numbers
The best way to be contacted during an emergency is to set your beeper or cell phone to vibrate. Please be sure to leave your seat location information with your babysitter, as the theatre will not page ticketholders during an event.
Food / Drink
No food (including candy) or drink, other than bottled water within the auditorium.
Inclement Weather
The theatre rarely cancels or postpones events due to inclement weather. Please be advised that tickets for all events are sold on a non-refundable and non-exchangeable basis. This stipulation is clearly marked on each ticket. Should a decision be made to cancel or postpone an event, this information will be posted, as soon as we receive it, and we will contact all ticket purchasers to advise them of the change. Please continue to check our website and call our main information telephone line for the latest, up-to-the-minute information.
Intermissions
Most performances include a 15-20 minute intermission.
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Merchandise
Many events at the theatre have merchandise for sale. Sales are by cash only. There is a Bank Machine on site for your convenience.
Scents
Please be considerate of those of our patrons with scent allergies and limit the use of perfumed products while attending a performance at the theatre.
Standing
During performances we ask all guests to remain seated for the duration of the performance. Depending on the demographics of certain events (such as concerts), standing may be accepted as normal protocol. Guests are permitted to stand in front of their own seat if the majority of the audience is doing the same. Some entertainers will instruct our staff not to ask anyone to sit down during their performance. Standing on seats or any other building structure is not permitted and may result in ejection from the event.
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