Frequently Asked Questions
Q: When can I reach a staff person in the Box Office?
The quickest method to reach our Box Office is to email email@example.com.
Q: What if I have unused ticket credit?
If you could not use your ticket or subscription due to the Covid-19 closure and did not donate your tickets to the theatre, you can use the credit toward any subscription or paid event (season tickets, Noise Now, fundraising gala, summer camp, etc.) occurring before 6/30/22, when current credits will expire. Learn how to use your credit to purchase your subscription online. You can also email Box Office at firstname.lastname@example.org when you are ready to order, and we will apply your credit.
Q: What are your Covid safety measures?
As we prepare to re-open the theatre, we will closely follow all ongoing public health guidance. If we should be required to make additional adjustments to our season for public health reasons, we will communicate that to our audience immediately and clearly, as we have done throughout this time. We continue to receive reports from public health officials that conditions are improving and are glad to be taking the hopeful step of offering you this season. Learn more about our protocols here.
We will ask our guests to comply with any Covid safety measures that ANW may deem necessary including, but not limited to, the possible requirement to wear a mask. Any restrictions will be based upon health orders issued by the Pasadena City Department of Public Health in effect at the time of each event.
Q: Will I have the same seats each time I come?
If you have a PREMIERPASS, we can give you the same seats for each performance for as long as you continue to renew for the same series. For any other series, we will give you the best seats available and will do our utmost to seat you in as close to the same seats as possible.
Q: What if I want to be more flexible?
If you have a FLEXPASS, you can choose your own shows and dates. ANW will find you the best available seats or you can log into your account online and choose your own seats whenever you are ready to do so. You can find more instructions about how to use your FlexPass here.
Q: What’s the difference between Deluxe, Select, and Preview?
Deluxe, Select, and Preview are how we tier performance dates and times. Deluxe dates refer to all Opening Nights, Saturday Evenings, and Saturday/Sunday matinees. Select dates are for Thursday, Friday, or Sunday evening performances. Preview dates are our most economical option and includes either a Wednesday, Thursday, Friday, or special Sunday matinee PREVIEW performance. (Previews just mean the press hasn’t reviewed the show yet, so the prices are the lowest!)
Passes with the Deluxe designation are our most flexible with regards to dates: those pass holders can exchange to any show, any time, with no additional upgrade fees.
Q: What if I lose my tickets or forget them at home?
We’ll provide replacement tickets free of charge to our valued pass holders.
Q: Can I exchange my tickets?
As a pass holder, you may exchange your tickets for free, based on availability, with at least 24 hours’ notice. Exchanges within the same or less expensive series are free. If you exchange for a performance from a more expensive series, you will be charged only the difference in price. Tickets for past performances cannot be exchanged. To make an exchange, call or email the box office at least 24 hours in advance.
Q: Why do I need to give 24 hours’ notice to exchange?
24 hours’ notice enables us to fill the seat(s) you don’t use. Every seat filled is vital to our success. With 24 hours’ notice, we can sell those seats and get you seats to the best alternative date possible.
Q: Can I make future exchanges when I arrive for a performance?
It is always best to call-in future exchanges, particularly prior to an hour before curtain time, to help prevent long lines at the Box Office and possible delays in starting the show. If you must make future exchanges prior to a show, please arrive at the Box Office early. We do not guarantee pass holder exchange processing within a half hour of curtain.
Q: What is your refund policy?
All sales are final and there are no refunds. As a pass holder, your tickets may be exchanged with 24 hours’ notice. All tickets must be used during the current pass year and unused tickets cannot be carried over for future seasons (with the exception of the theatre’s temporary closure due to Covid-19 – please return to the second question from the top of the page if this is the case). If you cannot make use of your tickets, you may choose to donate them back to the theatre and we’ll provide recognition of your ticket donation. Tickets to past performances cannot be exchanged or donated.
Email Box Office at email@example.com