Frequently Asked Questions
Purchasing your Tickets
Official Ticket Outlet
The Corporation of Massey Hall and Roy Thomson Hall Ticketing Services is the official outlet for tickets for shows listed on this website.
When you Buy from this Website
- You are guaranteed that your tickets are genuine
- We will contact you with information on time changes, show cancellations or other useful information
Tickets for Some Events will also be Available from:
- The Toronto Symphony Orchestra
- The Harbourfront Centre+
- Artist presales
- Directly from the event promoter
+Only for events taking place at the venue.
Tickets purchased from unauthorized third parties may not be valid and unusable for admittance, and we cannot replace lost or stolen third-party tickets. Tickets purchased from third parties may be priced much higher than the ticket’s actual face value, and we will be unable to contact holders of such tickets about program changes or cancellations.
If you are unsure if you are buying from an unauthorized source please call or email us to confirm before you purchase.
If I can’t use my ticket can I get a refund?
All sales are final. Tickets cannot be exchanged or refunded. A full list of terms and conditions can be found here.
Why are there service charges?
While your ticket prices goes towards what you see on stage, service charges cover the various operating costs involved in selling tickets.
Why do service charges vary?
We work with many different clients who present at our venues. Each will have their own specific requirements, both to how the venue is set-up and also for how tickets are sold. In the same way that ticket prices vary, service charges will also fluctuate based on the requirements of the event.
Can I purchase tickets without a service charge?
Sometimes service charges will be waived for in person sales, at other times there may be certain administration costs that cannot be waived.
Getting Your Tickets
When you purchase your tickets most events will have the following delivery options (note some events may have restrictions meaning not all of these options will be available):
- Print at Home/Mobile Delivery – this is the easiest and most convenient way to get your tickets. We will email the tickets to you in PDF format. You can then either print them in advance or display them on your mobile phone when you arrive at the venue.
Tip: You will receive two emails. One will be a confirmation email, the other will have the tickets attached as a PDF. Occasionally these can be redirected to your junk or spam folder.
- Regular Mail - there will be a delivery charge to cover the cost of mailing your tickets.
- Pick-up - Only the credit card holder will be able to collect the tickets. Both the credit card used and photo ID will be required. See below for common questions regarding ticket pick up
Can someone else pick-up my tickets?
This depends on the requirements of the event, sometimes tickets will not be transferable to another name. If this is allowed and someone else will be picking up the tickets we need the credit card holder to email firstname.lastname@example.org with the event name, seat locations, last four digits of the credit card used and the name of the person picking them up.
Where can I pick up my tickets on the day of the event?
On the day of your event you can collect your tickets at the venue box office. To avoid line-ups it’s best to arrive no later than 30 minutes prior to your event. For venues other than Massey Hall and Roy Thomson Hall tickets will only be available two hours prior to the performance.
Can I pick up my tickets before the day of the event?
In most cases tickets for all of our venues will be available for collection at the Roy Thomson Hall box office before the day of the events.
What if I lose my tickets?
If you have lost your tickets contact us by email email@example.com or call us at (416) 872 4255. We will be able to arrange replacement tickets which you can pick-up on the day of your performance at the venue.
For concerts when payment plans are made available
Your ticket(s) will be issued when the final installment has been paid. No refunds will be issued on partially paid orders.
At Your Event
How do I get there?
You can find directions for both public transport and driving as well as parking information for each venue below:
- Massey Hall
- Roy Thomson Hall
What if I am late?
If you are a late or leave the auditorium during the performance, you will only be seated if there is an appropriate break in the performance, as determined by the artist.
Can I take photos?
The Camera Policy will vary depending on the presenter/artists requests. If you would like information about a specific event please contact the Box Office at 416-872-4255. Professional Cameras (cameras with a detachable lens) are strictly prohibited inside the auditorium.
Is there a Dress Code?
There is no dress code for concerts at Roy Thomson Hall or Massey Hall. Most patrons wear business clothes or casual clothes, but you'll see everything from jeans and khakis to cocktail dresses and tuxedos.
Can I bring children?
Not all performances are suitable for young children. Babes-in-arms and children under 5 may not be admitted, based on the wishes of the performer and/or the nature of the performance. Please check with Box Office Customer Service Representatives prior to purchasing your tickets.
What is your policy on alcoholic beverages?
Read our policy here.
Security and Bag Checks
Roy Thomson Hall is committed to the safety and well-being of all guests and patrons, and strives to provide a safe, comfortable and enjoyable concert experience. All patrons entering Roy Thomson Hall will be subject to a bag search. This includes all handbags, purses and backpacks.
Large bags unable to fit under your seat will not be permitted. Please leave large bags and items at home or arrange storage elsewhere. We are not able to offer bag check on these items. Permitted bags should be soft sided and fit completely under the auditorium seats. Exceptions will be made for declared medically necessary items, after proper inspection.
If you are interested in a tour of Massey Hall or Roy Thomson Hall please contact firstname.lastname@example.org for information.
THE CORPORATION OF MASSEY HALL & ROY THOMSON HALL SUSPENDING EVENTS
(TORONTO March 13, 2020) - The Corporation of Massey Hall & Roy Thomson Hall has issued the following statement:
While connecting audiences and artists is what drives us, the safety of every fan, every musician, and every member of our team is profoundly our priority. As the COVID-19 situation has evolved, we have been working diligently with subject matter experts to help us make informed decisions about how to best proceed as we host large gatherings of music fans.
As we watch the impact of this pandemic begin to land close to home, we feel it is our responsibility to be a part of the solution. We have made the difficult decision to suspend our event activity for the next two weeks and further suspension will be assessed on a rolling two-week period.
Patrons with tickets for upcoming events will be contacted directly by the box office team with details of any postponements or cancelations. We assure all patrons that nobody will be asked to attend an event if the circumstances do not provide for a safe environment. We will continue to reassess the situation on a daily basis and we look forward to the day when we can all come together safely to celebrate live music.
We appreciate your patience as we work with artists and their teams to reschedule events.
For the latest updates, visit www.masseyhall.com or www.roythomsonhall.com.
Please reach out to email@example.com if you have any questions.**
Can I bring my pet?
Pets are not permitted, excepting animals trained to provide specific support for a person with a disability. For more info please see our Accessibility page.
Sundays & Holidays: Closed
Event days (including Sundays & holidays): 3 hours prior to performance.
You can bring and fill your empty water bottles at water fountains in the Roy Thomson Hall lobby!