City FAQ

Q: I cannot attend one of my performances due to a conflict. How do I exchange my tickets?
A: If you are unable to attend your scheduled performance, as a Season Ticket Holder you are able to exchange your tickets for another performance of the same production. Please remember that while we make every effort to place you into comparable seating for exchanges, this cannot be guaranteed. There are three ways that you can exchange your tickets; by mail, by fax, or in person at the Broadway Across America - Louisville office at least 24 hours in advance of your performance. If you have a Sunday performance, your exchange must be done by the close of business Friday. If exchanging by fax, we recommend that you call the office first to check for availability. Faxes must be received by 4pm on the same day that we speak with you. Please call 502.584.7469 or mail to 620 W Main St, Suite 100, Louisville, KY 40202. There is no fee for your exchange in any given production, however when exchanging from a lower to a higher priced performance, the price difference will be collected when processing the exchange.

Q: I've lost my ticket to one of my scheduled performances. What can I do?
A: Please call Broadway Across America - Louisville at 502.584.7469 soon as you realize that you have misplaced your ticket(s). We will confirm your seating and issue a "Location Pass", which you will pick up at the Will Call window one hour before your performance. For security purposes Location Passes will not be mailed.

Q: I've moved recently, how do I change my address?
A: Address changes can only be made by the account holder, in writing. If you are relocating, please send a letter including your Broadway Across America - Louisville Account number, your old and new address and telephone change (if applicable) and mail it to Broadway Across America - Louisville. We are not responsible for items not forwarded by the post office.

Q: Due to an emergency, I missed my scheduled performance. What are my options?
A: We understand that emergencies happen. If an extenuating circumstance arises and you are unable to make the necessary exchange arrangements prior to the show, please contact Broadway Across America - Louisville at 502.584.7469 and ask to speak to a representative.. Please keep in mind that you can only be relocated into another performance as long as the show is in town. Accommodations can only be made for the same show, based on availability. No refunds will be offered for missed performances.

Q: I would like to change my seating. What do I need to do?
A: Changes to your account can be requested by mail, fax, or on line renewal. If you are mailing or faxing in your renewal, please fill out the reverse side of your invoice so we can know the changes you are requesting. If faxing, please be sure to fax both sides of the form. If renewing on line please click "continue with online renewal" and there will be a series of questions that pertain to changing your seat/performance. Please check the necessary items according to your needs.

In order to be considered for an upgrade, you must renew your season account by the renewal deadline. Upgrades become available when other season ticket holders choose not to renew or change the day they attend. In fairness to everyone, all requests are filed by date received. We try to honor each request, however it is difficult to predict the availability of locations until the renewal campaign is complete. The more flexible you are the better the chance we can fulfill your request. Once an upgrade request is fulfilled it is impossible to get back your old locations, as they are used to upgrade someone.

Q: I can no longer attend the series, and would like to give my account to a friend. Is that possible?
A: Yes, it is possible to give your seats to a friend. You just need to fill out the Add/Split form with your friend's complete information and send that along with the payment before the renewal deadline.

Q: If I change my mind, can I cancel the season subscription and receive a refund?
Season tickets may be cancelled and refunded in full, so long as the requested refund is received prior to the tickets being mailed. If you have received your tickets, then each subscription is subject to a 10% (of entire amount) cancellation fee. Tickets MUST accompany the refund request. There are NO cancellations or refunds after the run of the first subscription show has begun. Cancellation requests must be made in writing and mailed to: Broadway Across America Cancellations, 620 West Main Street, Suite 100, Louisville, KY 40202. Fax # 502.584.2901.
 

Q: I am unable to attend this year, but would like to retain my seats for the following year. What can I do?
A: Unfortunately we are unable to hold your seats without payment in full. If accounts are not paid in full by the deadline seats are released without notice. Any returning season ticket holders would be considered as new accounts and seated with the best available locations at that time.

Q:I have two residences and will not be in town for the beginning or end of the season, what are my options?
A: Broadway Across America is now available in over 52 cities. We want you to enjoy a full season of Broadway. Please call your Series Hotline at 877.783.4847 and ask about our Broadway Across America program to see if your secondary home city qualifies.

Q: I have already seen one of the shows in my season what are my options if I don't want to see it again?
A: We do apologize if there is a show in your season that you have already seen, although we are unable to offer you a refund on those tickets we may be able to help through our exchange program. Please call your Broadway Across America - Louisville Hotline at 502.584.7469 for further information.

Q:I have been sharing my season account with friends; we would like to separate the seats into individual accounts so we can receive our own mailings. How would I do that?
A: Splitting season accounts can be done if the current account holder makes this request in writing to our office before the renewal deadline. Complete address information on the parties' involved need to be included with their payment in full. Once new accounts have been created only the new account holder can access his/her account. Since this involves multiple payments this renewal cannot be done on line. It will need to be mailed to the Broadway Across America - Louisville office.

Q: Can I exchange my tickets for a specific show before they are mailed if I know in advance that I have a schedule conflict?
A: Although you may now know the show you have a conflict with we are unable to exchange shows during the season renewal campaign. Tickets can be exchanged only after your season ticket packets have been received. For further information please call 502.561.1003.

Q: Can the benefit of ordering priority tickets for added shows or extra tickets to season shows be extended to family and friends?
A: For security purposes, only the person whose name is on the account may access information or order additional tickets using that account number. We are happy to provide additional tickets to any Broadway Across America - Louisville show for your family and friends, but the request must come from the account holder. All tickets ordered will be mailed to the address on the account. No exceptions.

Q: When will I receive my Season Tickets?
A: Season tickets will be mailed to the address listed on your account four to six weeks prior to your first scheduled performance, unless you request for us to hold them at Will Call.

Q: Do I have to pay for the entire season at once?
A: Another of the benefits of being a season ticket holder is that at renewal time, you can elect to pay for your subscription in three easy payments. Just get your renewal to us before the deadline and mark the Easy Paymnet Plan option of the renewal form and send in the appropriate payment. If you are asking for a change to a higher priced night or location, please make the payment for the higher amount. If we are unable to process your request and you retain your current seats; the second payment will be less. Please refer to your renewal form for pricing information.

Q: I would like to purchase a large number of tickets for my company event or charitable functions. How do I do that?
A: Parties of 20 or more can be purchased through our group sales representative; please contact the Broadway Across America - Louisville Group Sales Department at 502.569.3060 for complete information.

Q: At what age can my children attend shows?
A: There is no age limit, but every person must have a ticket. While some of our shows are for mature audiences, we leave it up to the parent to decide if a show is appropriate for their children.

Q: Where do I go to get general information, such as, directions to the theatre, box office hours, and other services offered by Broadway Across America - Louisville?
A: Please visit the home page for links to all your questions. If you still can't find the answer, submit your question by e-mailing LouisvilleService@BroadwayAcrossAmerica.com.