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• Event Status Updates

  

  This page will redirect to https://help.ticketmaster.com.au/hc/en-au/articles/360007678278

• Ticketmaster’s Smart Queue

  

  Join the Queue! The Latest Way to Shop for Tickets to Popular Events

  We’ve all been there, ready and waiting to buy the perfect tickets to see our favourite artist, show, or team. The clock strikes 10am, you hit go, and tickets are...gone! How can that be?

  The answer is Ticket bots. Ticket bots are moving faster than ever, snatching up the best seats at great prices, all in a matter of seconds.

  Ticketmaster is committed to fighting bots and getting more tickets back into the hands of real fans at prices set by the artist, show, or team. This is why we created the Ticketmaster Smart Queue, which powers the latest way to shop for tickets to popular events while keeping bots out. The Smart Queue acts as a ‘virtual line’, which helps us protect you and tickets in a more effective way.

  How the Smart Queue works:

  1. Go to Ticketmaster, log into your Ticketmaster account then locate the event* you want to shop for.
  2. Join the Pre-Queue at least 10 minutes prior to the event going on sale.
  3. When the sale begins, the Queue will open, and you’ll be given a place in line.
  4. Once it’s your turn to shop, you’ll use the map to select your seats and then proceed to checkout. Please note, that during high-demand sales, tickets are available first-come, first-served, and are not guaranteed.

  Shopping Tip: If you’re planning to shop for an event on your mobile device, don’t allow your screen to dim or your Waiting Room will pause. Also, resist the urge to refresh. Your page will automatically refresh when you enter the Queue.

  * Events using the Smart Queue may vary due to traffic and demand that impact wait times.

  For a smoother shopping experience, we recommend…

  1. Sign in to your Ticketmaster account at least 10 minutes in advance of joining the Pre-Queue. This will speed up your purchase later
  2. Confirm you have a valid form of payment in your account with current email and billing information. This will make checkout a breeze.
  3. If you need to step away, turn up the volume on your device so when it’s your turn, you hear the Queue notification bell.

  What is the Pre-Queue?

  The Pre-Queue is your virtual waiting room. Fans gathered here will be automatically added into the queue when it opens.

  In case you have more questions, we included a few commonly asked ones below.

  Why is there a Smart Queue?
  It’s to ensure the fairest possible purchase experience for all fans and to keep out the bots for added ticket security. Previously, everyone entered the shopping experience at once. Since automated bots are faster than a real, human fan, they can scoop up tickets before fans are able to shop and checkout. This results in tickets being sold out in a matter of minutes. With Smart Queue, we manage the flow of traffic into the shopping experience while simultaneously detecting bots and reducing their access. This gives you a fairer chance since you’re only competing against other real, human fans for the same seats.

  Is anything different when I shop for tickets with the Smart Queue?
  Yes. An improved shopping experience. When we use the Queue, we introduce a virtual line that manages traffic flow and eliminates the crazy rush of everyone shopping at once. This gives you more time to shop and the freedom to view the entire venue and pick the exact seats you want to buy. The one thing that having a Queue won’t change is that tickets are still available first-come, first-served, and are not guaranteed.

  Do I have to stay on the page the entire time?
  Yes. While you’re in the Queue, your spot will be automatically and frequently refreshed, so please don’t refresh, close, or leave the page. While it’s a better idea to keep your device nearby, if you need to step away, we recommend turning up the volume on your device. This way, if your turn begins while you’re still away, you’ll hear the notification bell from the Queue. When it’s your turn, your spot will be held for 10 minutes to begin shopping.

  Is there a set time I will get ticket access?
  No, a set time is not guaranteed. Since this new process allows fans to scope out the venue and shop for the best ticket for them, there may be a longer wait than you’ve experienced before. Because we don’t want fans to feel rushed, we’ll only allow more people in when space opens up and will keep you updated on your status along the way. Remember to watch your page, as the Queue can move quicker than expected and your turn can come at any moment.

  Can I skip the Queue?
  No, the Queue may not be skipped. It’s set up to protect you from ticket bots, and because you can pick your exact seats from a venue map, provides a much better shopping experience for you.
   
  Will I get tickets if I have a spot in the Queue?
  Just like before, tickets are always based on availability, demand, and are not guaranteed.

• Frozen the Musical FAQs

  

  What if I am sick on the day of the performance?

  If you have tested positive for COVID-19 or are waiting for a test result and are required to isolate, please contact us online here and we will be happy to exchange your tickets for a future performance. If a suitable performance cannot be found then you are eligible for a full refund. If you have cold or flu-like symptoms on the day you are due to attend a performance then please do not attend the theatre. Please call the Capitol Theatre Box Office on (02) 9320 5000 and we will gladly offer to move you into a future performance or give a refund if no suitable future date can be found.

  Will the theatre have a COVID safety plan in place?
  The Capitol Theatre will operate in accordance with its Covid Safety Plan with the goal of ensuring that your experience at the theatre is made as safe as reasonably possible. The Covid Safety Plan applicable at the time of your visit will be made available on the theatre’s website.

  Will Frozen be playing anywhere else in Australia?
  At the moment Frozen is only confirmed to play in Sydney. Subscribe to our newsletter to be up to date with future announcements and ticket releases.

  How long is the show running in Sydney?
  The final performance schedule is still under review. Check the Ticketmaster website for available inventory or subscribe to our newsletter to be up to date with future announcements and ticket releases.

  Will I still get good seats when tickets are released to General Public?
  Yes. We only allocate a certain amount of tickets during presale period. General public tickets will be available across all price categories.

  Can I exchange dates?
  Please click here to view the Frozen exchange policy.

  What are the different price reserves or price categories available?
  Ticket prices for Frozen vary depending on seating location, performance date and time and peak period such as school holidays. Please check the Frozen website or Ticketmaster system for pricing.

  Why can’t I find the tickets I want to Frozen in Sydney?
  Customers are advised to book their tickets in advance as tickets do sell fast. Best prices and best availability can be found in mid-week evening performances and in non-school holiday periods.

  Will any more tickets to Frozen be released?
  Frozen is currently selling for performances up to 21 February 2021 in Sydney. Sign up to the waitlist at frozenthemusical.com.au to receive news and be the first to know when new tickets for Sydney are available.

  Your website says that there are no tickets available to some performances of Frozen. Will there be tickets available at the venue?
  Customers are advised to book their tickets in advance as tickets do sell fast. Occasionally, a limited number of seats become available at the venue box office from 2 hours prior to the performance time. This is subject to availability and cannot be guaranteed.

  Do I need to purchase tickets in advance?
  We encourage customers to purchase tickets in advance to ensure best seating locations and best price. Some performances during school holidays particularly can be heavily booked.

  I purchased tickets via a third party site ie: Helloworld, Qantas Holidays, or Flight Centre and have a question or request about my ticket.
  Please reach out to your point of purchase.

  What is the performance schedule?
  The performance schedule varies. Please visit ticketmaster.com.au for the most up to date schedule.

  What is your babes in arms policy?
  Infants under the age of two are permitted free of charge provided they do not occupy a seat and that a complimentary babes in arms ticket from the box office is obtained on the day of the performance. Please be advised that Frozen is not recommended for anyone under the age of 4.

  What time should I arrive at the theatre?
  We advise customers to allow enough time to travel to the theatre. We recommend patrons to arrive up to 40 minutes prior to the show.

  What if I’m running late and the performance has started?
  Patrons arriving late will not be admitted until a suitable break in the performance.

  How do I retrieve my e-tickets?
  If you nominated Print At Home tickets OR mobile tickets as your delivery, please click here for instructions on how to access your e-tickets for Frozen.

  Who to contact if I have not received my tickets to Frozen?
  If it’s 48 hours before the event and you’re still waiting for your Frozen tickets, click here to contact Ticketmaster Fan Support.

• Hamilton FAQs

  

  HAMILTON will begin performances at the Sydney Lyric Theatre from Wednesday 17 March 2021.

  We anticipate great demand for tickets once they go on-sale. Several measures have been put in place to ensure access to tickets is fair and equitable.

   

  TICKETING TIPS

   

  WHEN DO TICKETS GO ON-SALE?

  Tickets go on pre-sale from Monday, 24 August 2020, with general public on-sale on Tuesday, 1 September 2020.  To access tickets during the pre-sale period and stay up to date with all HAMILTON Australia announcements, we recommend that you join the waitlist by signing up at hamiltonmusical.com.au.

  The only authorised ticket seller for HAMILTON tickets at the Sydney Lyric Theatre is Ticketmaster, as well as travel package partners.

  Please be aware the Sydney Lyric Theatre has no obligation to honour tickets purchased via unauthorised re-sellers, as these may be invalid tickets.  If you attend with a ticket purchased via an unauthorised re-seller such as Viagogo, eBay, Gumtree or otherwise, you may be refused entry.

  Following the Government’s direction on social distancing, the Sydney Lyric and its box office are currently closed. All bookings for HAMILTON tickets will be through Ticketmaster.com.au.

   

  HOW MUCH WILL TICKETS COST?

  Ticket prices for HAMILTON vary by performance, seat location, and during peak periods such as public and school holidays. Prices are subject to change but will generally range between $70 to $250* AUD (not including venue packages) on ticketmaster.com.au.

  * An additional Ticketmaster Transaction fee of $9.20 per booking applies. 

   

  WILL THERE BE A TICKET LOTTERY?

  There will be a lottery for a limited number of $10 seats on all performances of HAMILTON. Details on entry requirements will be provided closer to the start of the season. 

   

  HOW MANY TICKETS CAN I BUY?

  There is an 8 ticket limit per household. All orders will be reviewed for duplicate accounts, bots, or other means being used to circumvent the 8  ticket limit. Fraudulent ticket orders may be cancelled without notice.

  Why the limit? The ticket limit is in place to allow as many people as possible the opportunity to purchase tickets for HAMILTON. All transactions online or in-person that are detected to be bot purchases, patrons creating duplicate accounts in order to purchase more than 8 tickets, or any action that indicates a purchase in excess of the 8 ticket limit may be cancelled without consideration.

   

  WHAT IF I WANT TO ACCESS GROUP SALES AND BOOK MORE THAN 8 TICKETS?

  Groups of 10 or more can purchase tickets through Ticketmaster Groups.

  For more information on groups, please email Ticketmaster Groups Department at groups@ticketmaster.com.au 

   

  CAN I GET A REFUND OR EXCHANGE MY TICKETS FOR ANOTHER DATE ONCE I PURCHASE MY TICKETS?

  As with all ticket purchases, we recommend that you check/confirm dates and times of the performance you intend to purchase before completing the checkout on Ticketmaster.

  There are no refunds or exchanges on tickets once they are purchased if you change your mind or for personal reasons. 

   

  WHAT HAPPENS IF TRAVEL RESTRICTIONS ARE IN PLACE OR I AM UNABLE TO ATTEND DUE TO COVID-19?

  Maintaining a safe and healthy environment for audiences, cast and the venue is of paramount importance. 

  • If you are unwell, with any Covid-19 symptoms, please contact Customer Service no later than 10am on the day of performance and we will work with you to exchange your tickets for a future performance (subject to availability).
  • If you booked your tickets and are an interstate or international traveller and are unable to attend the performance due to travel restrictions, please contact Customer Service no later than a week before your performance and we will work with you to exchange your tickets for a future performance (subject to availability).
  • In those cases, if after following the above processes we are unable to facilitate an exchange to another performance, a refund will be offered.
  • No exchanges or refunds can be provided after the deadlines listed above or after a performance date unless required by applicable law. 

   

  WILL THE THEATRE HAVE COVID-SAFE PROTOCOLS IN PLACE?

  The Sydney Lyric Theatre will operate in accordance with its Covid Safe Plan with the goal of ensuring that your experience at the theatre is made as safe as reasonably possible.  The Covid Safe Plan applicable at the time of your visit will be made available on the theatre’s website.   

   

  WHEN WILL I RECEIVE MY TICKETS?

  If you selected mobile ticket delivery, tickets will be delivered via My Account on the Ticketmaster website and available to you from 72 hours prior to the performance.

  If you selected venue collection for your tickets, they will be available on the day of the performance only.  Tickets must be collected and personally signed for by the credit card holder who is the only person authorised to collect tickets.  For identification purposes the credit card holder must present personal ID, the credit card which was used when purchasing the tickets and the account confirmation number at time of collection. 

  There will be no outlet sales or tickets posted for this event. 

   

  WHAT IF I DO NOT RECEIVE MY TICKETS 72 HOURS BEFORE THE PERFORMANCE?

  If you cannot find or do not receive your mobile tickets (from 72 hours before the performance only), we recommend the following:

  • Log into your online Ticketmaster.com.au account to access your mobile tickets and double-check to ensure all details are correct.
  • Contact Ticketmaster Customer Service for further information.

  Lost or replacement tickets can only be obtained at the venue box office prior to the performance and will only be issued to the original ticket purchaser/Ticketmaster account holder upon showing valid id. 

   

  WHY ARE THERE TICKETS ONLINE THAT ARE TWICE AS EXPENSIVE AS YOUR LISTED TICKET PRICES?

  If you search HAMILTON, you will likely find many re-sale sites advertising HAMILTON tickets at prices higher than those on our official site. Be aware of what website you are on before you make any purchase.

  Ticketmaster.com.au is the authorised ticket seller for HAMILTON at the Sydney Lyric Theatre.

  In NSW it is illegal to resell a ticket for more than 10% of the face value of the ticket. Please be aware the Sydney Lyric Theatre has no obligation to honour tickets purchased via unauthorised re-sellers, as these may be invalid tickets.  If you attend with a ticket purchased via an unauthorised re-seller such as Viagogo, eBay, Gumtree, or otherwise, you may be refused entry. 

   

  WHAT IF A PERFORMANCE IS SOLD OUT?

  We anticipate demand will be high for HAMILTON tickets and recommend that customers book early for best availability. If the performance you wish to attend is sold out, we recommend the following:

  • Look further into the season for other performances.
  • Saturday matinees and evenings and Sunday matinees will be the performances that are highest in demand, so consider attending a Tuesday, Wednesday, Thursday or Sunday evening performance.
  • Continue to check back on sold-out performances in the event additional seats get released.
  • Make sure you are signed up to the waitlist to receive information on presales to get early access to new ticket blocks if they become available. 

   

  IS THE SYDNEY LYRIC THEATRE AN ACCESSIBLE VENUE & HOW DO I BOOK WHEELCHAIR/COMPANION CARD BOOKINGS?

  Once tickets go on sale, to make a wheelchair or companion card booking or have questions about venue accessibility, call (02) 9509 3600 or email access@foundationtheatres.com.au during normal business hours, Monday-Friday from 9am-5pm. Please note that companion card tickets can only be collected at the box office from 1 hour prior to the performance booked.  The companion must present the companion card provided when booking before tickets can be handed to the patron.

   

  WILL THERE BE SIGNED OR AUDIO DESCRIBED PERFORMANCES DURING THE RUN?

  Yes. There are currently plans underway to include AUSLAN signed performances and audio described performances of HAMILTON. Performance dates and booking details will be forthcoming.

   

  WHAT IS A LYRIC DELUXE SEAT?

  Lyric Deluxe tickets are sold in pairs and provide an upgrade to your in theatre experience with:

  • Two great seats show tickets (Premium or A Reserve as chosen)
  • A souvenir show program
  • Two glasses of Veuve Clicquot (or other bar selection)
  • Two Choc Top Ice Creams
  • Luxury chocolate selection
  • Express package collection from our VIP Lyric Deluxe collection counter before the show

  The Lyric Deluxe package is designed to be shared between two people. 

   

  WHAT IS THE SEATING LAYOUT OR STAGE VIEW?

  You can find the seating layout and stage views on the Sydney Lyric Theatre website https://www.sydneylyric.com.au/seating-plan.aspx which includes virtual tour links for the Stalls, Dress Circle and Grand Circle of the theatre. If you have a question about the theatre or seating layout, please feel free to call the theatre on 02 9509 3601 during business hours and talk to one of our team.

   

  FREQUENTLY ASKED QUESTIONS

   

  WHAT IS THE RUNNING TIME FOR HAMILTON? 

  Running time is approx. 2 hours and 50 minutes, this includes a 20-minute intermission. 

   

  IS THERE AN AGE RECOMMENDATION? 

  HAMILTON contains some strong language and is appropriate for ages 8+. 

   

  HOW LONG IS HAMILTON SCHEDULED TO RUN IN SYDNEY?

  Please check Ticketmaster.com.au for the current dates of performances on sale.

  Join the revolution and sign up on the home page to ensure you receive up-to-date information on HAMILTON including additional performance pre-sales and ticket releases. 

   

  WILL I BE ADMITTED INTO THE PERFORMANCE IF I ARRIVE LATE TO THE PERFORMANCE?

  We recommend arriving at least 45 minutes prior to the show start time noted on your ticket.

  Once the performance starts latecomers will be seated at the discretion of management at a suitable break in the performance.

  Entry to and exit from the theatre may be different from your last visit in response to the physical distancing recommendations of NSW Health, so it is a good idea to come to the theatre at least 30 minutes prior to the show start time. 

   

  WHERE IS THE SYDNEY LYRIC THEATRE?

  The Sydney Lyric Theatre is located at 55 Pirrama Road, Pyrmont NSW 2009, and is accessible through The Star complex.  For information on how to get to the Sydney Lyric, please click here: https://www.sydneylyric.com.au/visit/

  For more information on the venue’s service and amenities, as well as its policies, please visit the venue’s website here: www.sydneylyric.com.au/

• Covid-19 (Coronavirus) Information

  

  Caring for the safety and well-being of our fans has been and always will be Ticketmaster’s most important priority, especially during challenging times like these. As global health concerns continue to develop, our team is working diligently behind the scenes, coordinating with local authorities in monitoring and assessing overall impact, while actively supporting the artists, teams, festivals and venues you love as they work out how best to proceed with the thousands of events they have on the horizon.

  While some events, unfortunately, have had to be cancelled, we are working with many of our event partners to see how best to reschedule each event for your enjoyment. As you can imagine, this takes time, so we truly appreciate your patience and understanding as we navigate this new territory.

  In order to provide you with as much information as we can, we have created a comprehensive information page that will be consistently updated with changes to the status of all impacted events, so feel free to check back often.

  As a result of the high volume of cancellations and rescheduled events, we encourage you not to reach out directly with a refund request. The best way to check your event status is through the Event Status page.

  In the meantime, please see below for more detailed guidance:

  • For future events that are still scheduled, you’re all set. There’s nothing you need to do. If anything changes, we will contact you with updates.
  • If your event has been cancelled, there’s also nothing you need to do. We’ll get in touch with you directly with more information.
  • If your event has been rescheduled, we are working with the event organiser to identify new dates, and we will contact you as soon as we have confirmation and more information this.
  • For additional information, you can visit our help centre .

  Please understand that due to the high volume of enquiries, our Fan Support team is experiencing longer than normal wait times.

  For now, we want to thank you for being such a valued part of the live entertainment world. We are working around the clock on solutions and truly apologise for any inconvenience.

  At Ticketmaster, our vision is to connect people through the power of live events. What makes these experiences so special is the pure joy we feel from being among a community of like-minded, dedicated fans. We’d like to take a moment to offer our most sincere support to any of our fellow fans, friends and family who have been affected by this virus. We wish everyone the best health and safety during this difficult time, and we look forward to returning to our favourite live events as soon as possible.

  Sincerely,

  Ticketmaster

  Covid-19 FAQs:

  Is there a risk in attending an event?

  Covid–19 is an infectious disease that can result in serious and potentially fatal illness. There is a risk of the transmission of Covid–19 in any environment where people gather. This risk increases in enclosed spaces and with increased numbers of people. The World Health Organisation (WHO) has advised that the elderly and those with underlying medical conditions are more vulnerable. Further information can be found on the WHO’s website.

  Whilst Event Partners should all be adopting enhanced Covid-safe measures that align with relevant government orders, directions and guidance to help attendees stay safe, the risk cannot be completely eliminated. By attending an event, you assume all risk associated with Covid-19 (unless caused by the negligence of the Event Partner). You must also:                              

  • abide by all government guidance aimed at preventing the transmission of the virus (details of which, at the federal level, can be accessed via the following link. You should also make yourself aware of current government guidance in your own State or Territory and in the State or Territory where the venue for your event is located; and
  • follow all directions provided by the Event Partner and their staff members designed to create a safe environment for event attendees.

  Ticketmaster sells tickets on behalf of our Event Partners (including venues) and is not responsible for organising or delivering the events themselves. Ticketmaster does not accept any risk associated with attending an event or otherwise linked to Covid-19 (unless directly arising from our negligence or breach of the Australian Consumer Law). Please see our terms and conditions for further details.

  What if I have recently been diagnosed with Covid, have Covid-like symptoms, am quarantining/self-isolating or think I might have been exposed to someone who has Covid?

  Please check local health advice for your area and the area where the show is taking place. The latest national guidance is published here. Current guidance in most locations is that you should not attend an event if you are feeling unwell, or if you are required to quarantine or self-isolate due to Covid-19. Please check government requirements and the requirements of the relevant venue and/or Event Partner as they apply to you.  

   I’m worried about Coronavirus COVID-19. Can I get a refund?

  If your event is going ahead as planned then you’re all set, your tickets remain valid. You can check out which events have been cancelled or rescheduled on our information portal.

  I’m worried about Coronavirus COVID-19. Can I make a claim through my ticket insurance?

  You will need to discuss this with Allianz directly. Allianz provides the ticket insurance available on our websites. You can speak to them here directly on 1300 054 686 or via email Ticketmaster@allianz-assistance.com.au.

  What if my event is cancelled or postponed due to Coronavirus COVID-19?

  If your event has been cancelled, there’s nothing you need to do. We’ll get in touch with you directly with more information.

  If your event has been rescheduled, we are working with the event organiser to identify new dates and we will contact you as soon as we have confirmation and more information this.

  What is being done at venues to minimise the risk of spreading Covid-19?

   Venues should all be adopting new and enhanced Covid-safe measures to help attendees stay safe.  Please refer to the venue’s website for specific information.

  What are your COVID screening requirements?

  Updated: November 12, 2020

  We have noticed there has been some misreporting around safety protocols. To clarify, there is absolutely no requirement from Ticketmaster mandating vaccines/testing.

  In short, we are not forcing anyone to do anything. Just exploring the ability to enhance our existing digital ticket capabilities to offer solutions for event organisers that could include testing and vaccine information with 3rd party health providers. Just a tool in the box for those that may want to use.

  • There is absolutely no requirement from Ticketmaster mandating vaccines/testing for future events. Unfortunately, this has been widely reported and is incorrect. Ticketmaster does not have the power to set policies around safety/entry requirements, which would include vaccines and/or testing protocols. That would always be up to the discretion of the event organiser, based on their preferences and local health guidelines.

  • We are exploring a number of safety features for event organisers to utilise as they look to welcome fans back to events. This includes tools from Ticketmaster’s recently announced SmartEvent suite like social distanced seating, contactless entry and more (read more info on SmartEvent here).  Again, the event organiser will determine what, if any, of these measures are implemented at their individual event, not Ticketmaster.

  So, what is Ticketmaster doing when it comes to COVID vaccines and testing?

  We are trying to prepare for potential possibilities in the future. It has become more common for people to take a COVID test before activities like travelling and seeing loved ones. If this is something that event organisers or venues choose to ask fans to do in the future (either for their own preferences or due to local health requirements), we want to be prepared.

  One idea to keep the event entry process as simple and convenient as possible is to find a way for fans to link their digital ticket to their negative test results, vaccine status, health declaration or any other info that is determined to greenlight access. This would allow fans to enter an event with one scan of their ticket, rather than entering and then having to wait in another line to show their health verification.

  While we have no control whether or not these factors will come into play in the future, if there’s one thing we’ve learned, it’s to prep for as many scenarios as possible. 

  A few important things to note:

  • This is still just a potential idea and is not being implemented at this time.

  • Like all safety/entry protocols, it would be up to the discretion of the event organiser to determine if they would like to ask attendees to provide a health verification.

  • If it were to be made possible, all health information would legally have to be stored with a 3rd party health care provider with HIPAA-compliance, not with Ticketmaster.

  We hope this provides some clarity, and look forward to gathering and celebrating at events together again.

   

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